SupportAssist Enterprise Version 2.0.70 User's Guide May 2021 Rev.
Notes, cautions, and warnings NOTE: A NOTE indicates important information that helps you make better use of your product. CAUTION: A CAUTION indicates either potential damage to hardware or loss of data and tells you how to avoid the problem. WARNING: A WARNING indicates a potential for property damage, personal injury, or death. © 2021 Dell Inc. or its subsidiaries. All rights reserved. Dell, EMC, and other trademarks are trademarks of Dell Inc. or its subsidiaries.
Contents Chapter 1: Overview.....................................................................................................................10 New and enhanced features........................................................................................................................................... 10 Overview of supported device types............................................................................................................................
Add a virtual machine....................................................................................................................................................... 49 SupportAssist Enterprise features available for virtual machines................................................................... 49 Add a device by duplication............................................................................................................................................
View the Remote Collector overview pane........................................................................................................... 78 View devices associated with a Remote Collector..............................................................................................78 Edit Remote Collector................................................................................................................................................ 78 Delete Remote Collector..........................
Chapter 12: Configuring email notifications............................................................................... 102 Configure email notification settings.......................................................................................................................... 102 Configure SMTP server settings................................................................................................................................. 103 Types of email notifications.............................
Manually configuring the alert destination of a server by using the script file on a server running Linux..........................................................................................................................................................................129 Manually configure alert destination of server running Linux......................................................................... 130 Manually configure alert destination of iDRAC using the web interface..........................
Unable to verify SNMP configuration.........................................................................................................................153 Unable to install OMSA.................................................................................................................................................. 153 Unable to verify OMSA version....................................................................................................................................
Manage Device Discovery Rule.................................................................................................................................... 184 Create or Edit Device Discovery Rule ..................................................................................................................184 Discovery Rule Details..............................................................................................................................................
1 Overview SupportAssist Enterprise is an application that automates technical support for your Dell EMC server, storage, and networking devices. SupportAssist Enterprise monitors your devices and proactively detects hardware issues that may occur. When a hardware issue is detected, SupportAssist Enterprise automatically opens a support case with Technical Support and sends you an email notification.
ProSupport Flex for Data Center, or ProSupport One for Data Center service contract. For a summary of the SupportAssist Enterprise capabilities and Dell EMC service contracts, see SupportAssist Enterprise capabilities available with Dell EMC service contracts. You can also add non-Dell branded servers or non-Dell Networking devices in SupportAssist Enterprise. For such servers and devices, only collection of host information is supported.
Table 1. SupportAssist Enterprise capabilities and Dell EMC service contracts SupportAssist Enterprise capability Description Basic Hardware ProSupport ProSupport Plus, ProSupport Flex for Data Center, or ProSupport One for Data Center predict hardware failures that may occur in future. Automated collection of The system information required for system information troubleshooting an issue is automatically collected from the monitored device and sent securely to Dell EMC.
You can also access and view the system information that is collected by SupportAssist Enterprise. For information about viewing the collected system information, see View a collection from the Devices page. By default, SupportAssist Enterprise collects system information from all devices, irrespective of the service contract of the devices, and sends the system information securely to Dell EMC.
2 Getting started with SupportAssist Enterprise SupportAssist Enterprise automates technical support from Dell EMC for your devices. Depending on your requirement, you can install and set up SupportAssist Enterprise to automate technical support for one or more of your devices.
Setting up SupportAssist Enterprise for remote devices Adding remote device in SupportAssist Enterprise prepares SupportAssist Enterprise to monitor hardware issues and collect system information from those devices. To set up SupportAssist Enterprise for remote devices: 1. Ensure that you have completed the steps listed in Setting up SupportAssist Enterprise for the local system. 2. (Optional) To manage a set of devices as a group, create one or more device groups based on your preference.
● You can disable the periodic collection of system information from all devices. See Enable or disable the periodic collection of system information from all devices. ● You can disable the automatic collection of system information when a support case is created. See Enable or disable the automatic collection of system information. ● You can also prevent the upload of collections. See Disable the automatic upload of collections.
Minimum requirements for installing and using SupportAssist Enterprise The following sections describe the minimum hardware, software, and networking requirements for installing and using SupportAssist Enterprise.
Table 3. Hardware requirements for performing multiple device collections Devices Processor Installed memory (RAM) Hard drive (free space) Up to 50 devices 4 cores 8 GB 15 GB Up to 100 devices 8 cores 8 GB 25 GB Up to 300 devices 8 cores 16 GB 75 GB NOTE: Performing a multiple device collection for Deployment, System Maintenance, or Consulting purposes may result in high system resource utilization at irregular intervals.
● ● ● ● ● ● ● ● ● ● ● ● ● ● ● SUSE Linux Enterprise SUSE Linux Enterprise SUSE Linux Enterprise SUSE Linux Enterprise SUSE Linux Enterprise SUSE Linux Enterprise Oracle Linux 7.x Oracle Linux 6.x Debian 7.x Debian 8.x Debian 9.x Ubuntu 14.x Ubuntu 16.04.x Ubuntu 18.04.x Ubuntu 20.04 Server Server Server Server Server Server 12 SP1 12 SP2 12 SP3 12 11 SP4 10 SP4 NOTE: Installation of SupportAssist Enterprise is not supported on Red Hat Enterprise Linux 6.6 operating system.
Table 4. Network bandwidth requirements Devices Monitoring Collecting System Information LAN bandwidth* WAN bandwidth** 20 Yes Yes 0.5 Gbps 10 Mbps Up to 100 Yes Yes 0.5 Gbps 10 Mbps Up to 300 Yes Yes 0.5 Gbps 10 Mbps Up to 1000 Yes Yes 1 Gbps 20 Mbps Up to 4000 Yes Yes 1 Gbps 20 Mbps * Network bandwidth that is required for monitoring and collecting system information from devices within a single site.
● ● ● ● 1—network ports that are required for discovering devices and collecting system information 2—network ports that are required for uploading the collected system information (collection) 3—network ports required for adapters 4—network ports on devices for collecting system information The following table lists the ports that must be open on the local system: Table 5.
Table 6.
Table 9. Network ports on SupportAssist Enterprise for collecting system information Source Destination Port Server SupportAssist agent NOTE: This agent is required only on 10th generation of Dell EMC PowerEdge servers or lower. SupportAssist Enterprise 5701, 5702, 5703, and 5704 Server (In band) SupportAssist Enterprise 5701, 5702, 5703, and 5704 Internet Control Message Protocol (ICMP) must be enabled on the device to perform the following tasks: ● ● ● ● ● ● Run a device discovery rule.
Table 10. Features available based on the operating system where SupportAssist Enterprise is installed Feature Windows Linux System Center Operations Manager, or OpenManage Enterprise NOTE: For more information about setting up adapters and Remote Collectors, see Using Extensions.
NOTE: If the initialization of the Dell SupportAssist Service takes longer than expected, an error message is displayed. If this issue occurs, close the web browser and try accessing SupportAssist Enterprise later. For instructions to access SupportAssist Enterprise, see Open the SupportAssist Enterprise user interface. NOTE: If the system is a member of a domain, you must enter the login user name in the [Domain\Username] format. For example, MyDomain\MyUsername. You can also use a period [ .
11. To enable remote login, type set-ItemProperty -Path 'HKLM: \System\CurrentControlSet\Control\Terminal Server\WinStations\RDP-Tcp' -name "UserAuthentication" -Value 1 and press Enter. 12. Open a remote desktop connection to the system running Windows Server Core and run the SupportAssist Enterprise installer.exe file. Install SupportAssist Enterprise on Linux Prerequisites ● Download the SupportAssist Enterprise installation package for Linux operating systems.
If you entered a custom port number, you must replace 9099 with the custom port number in the web address. NOTE: On certain Linux operating systems, the SupportAssist Enterprise services may not start automatically after the installation is complete. To resolve the issue, edit the /etc/hosts file to include the localhost entries. For example, 127.0.0.1 localhost. 7. If you are prompted that the default SupportAssist Enterprise ports are in use, perform one of the following and then press y.
Install SupportAssist Enterprise by using the OpenManage Essentials installation package Prerequisites ● The system must have Internet connectivity. ● You must have Administrator rights on the system. ● Port 443 must be open on the firewall to access: ○ https://apidp.dell.com ○ https://api.dell.com/ ○ https://is.us.dell.com/* ○ https://downloads.dell.com/ ○ https://sa-is.us.dell.
Upgrading SupportAssist Enterprise If you are using SupportAssist Enterprise version 1.2 or later and have enabled automatic update, SupportAssist Enterprise version 2.0.70 is automatically installed and an appropriate message is displayed. You can also update to the 2.0.70 version by using the SupportAssist Enterprise version 2.0.70 installation package available at https://www.dell.com/supportassist.
Migrating to SupportAssist Enterprise If you are already using SupportAssist for OpenManage Essentials or SupportAssist for Microsoft System Center Operations Manager, you can migrate to SupportAssist Enterprise. When you migrate to SupportAssist Enterprise, the devices, cases, device credentials, user groups, and settings are also migrated.
NOTE: In Internet Explorer, if the Internet Explorer Enhanced Security Configuration feature is enabled, the SupportAssist Enterprise Registration Wizard is not displayed. Steps 1. On the Welcome page, click Next. SupportAssist Enterprise verifies connectivity to the Internet by trying to connect to http://www.dell.com, which then gets redirected to https://www.dell.com. ● If SupportAssist Enterprise can connect to the Internet, the Registration page is displayed.
The Integrate With TechDirect (Optional) page is displayed. 9. Select I agree to integrate SupportAssist Enterprise with TechDirect, and perform the following: a. Click Sign In to log in to your company's TechDirect Administrator account to get the One-Time Password (OTP). b. Enter the OTP to verify your TechDirect account. 10. Click Submit. SupportAssist Enterprise connects to Dell EMC and completes the registration. If the registration is successful, the Summary page is displayed.
} #============= snmpd_t ============== allow allow allow allow snmpd_t snmpd_t snmpd_t snmpd_t websm_port_t:tcp_socket name_connect; root_t:dir write; root_t:dir add_name; root_t:file { write create open getattr }; 3. Save the policy file. 4. Browse to the folder where you saved the policy file. 5. Type checkmodule -M -m -o supportassistpolicy.mod supportassistpolicy.te and press Enter. 6. Type semodule_package -o supportassistpolicy.pp -m supportassistpolicy.mod and press Enter. 7.
2. Click Login. The SupportAssist Enterprise Site Health page is displayed. NOTE: By default, after 14 minutes of inactivity, a Session Timeout message is displayed. If you want to continue the session, click Renew. If no response is received within a minute, you are logged out automatically. Log out of SupportAssist Enterprise Steps 1. Click the user name link that is displayed at the top-right of the SupportAssist Enterprise header area. 2. In the menu that is displayed, click Logout.
3 Adding devices Adding devices prepares SupportAssist Enterprise to automate support from Dell EMC Technical Support for your devices. To use SupportAssist Enterprise to either monitor hardware issues or collect system information from your devices, you must add your devices in SupportAssist Enterprise. After the installation of SupportAssist Enterprise, the local system (server or virtual machine where SupportAssist Enterprise is installed) is automatically added in SupportAssist Enterprise.
NOTE: SupportAssist Enterprise may not be compatible with all device models of a supported device type. For the complete list of supported device types and device models, see the SupportAssist Enterprise Version 2.0.70 Support Matrix at https://www.dell.com/serviceabilitytools. Table 12.
Add a server or hypervisor Prerequisites ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrator privileges to users. ● The device must be reachable from the server where SupportAssist Enterprise is installed. ● If the device is running a Microsoft Windows operating system, Windows Management Instrumentation (WMI) service must be running on the device.
● If you did not select the Perform deep discovery option, select the Account Credentials that you want to assign to the device. To create account credentials, select Create New Account and click Create. To enter the account details, follow steps 3 to 6 in Add Account Credentials. 8. If you want SupportAssist Enterprise to monitor hardware issues that may occur on the device, select the Enable Monitoring, Configure SNMP Settings, and Install / Upgrade OMSA options.
Next steps (Optional) You can also add the server in SupportAssist Enterprise by using the iDRAC details. In this scenario, SupportAssist Enterprise automatically correlates the alerts and collection of system information from both the operating system and the iDRAC. For instructions to add an iDRAC, see Add an iDRAC. For more information about how SupportAssist Enterprise correlates device information, see Device correlation.
For SupportAssist Enterprise to monitor hardware issues that may occur on the device, the device must be configured to forward SNMP traps (alerts) to the server where SupportAssist Enterprise is installed. To help you meet this requirement, SupportAssist Enterprise can configure SNMP trap (alert) forwarding automatically. To allow SupportAssist Enterprise to automatically configure the device to forward alerts, ensure that the Configure SNMP Settings option is selected.
About this task SupportAssist Enterprise can monitor hardware issues and collect system information from chassis. The chassis that you can add in SupportAssist Enterprise are: ● PowerEdge FX2/FX2s ● PowerEdge VRTX ● PowerEdge M1000e ● PowerEdge MX7000 Steps 1. Go to Devices > View Devices. The Devices page is displayed. 2. Click Add Devices. The Add Single Device wizard is displayed. 3. From the Select device type list, select Chassis. 4.
For monitoring hardware issues that may occur on the device only — Ensure that the device is configured to forward SNMP traps (alerts) to the server where SupportAssist Enterprise is installed. For instructions to configure alert forwarding, see Manually configuring SNMP settings. If a message is displayed stating that the device is added to the Staging group: 1. Ensure that all prerequisites for adding the device are met. 2. Perform inventory validation on the device.
NOTE: SupportAssist Enterprise can monitor the health status of the device only if the SNMP settings of the device is configured to forward SNMP traps (alerts) to the server where SupportAssist Enterprise is installed. For instructions to configure alert forwarding, see Manually configuring the alert destination of a networking device. 9. Click Next. The Discovering Device page is displayed until SupportAssist Enterprise identifies the device.
7. Perform one of the following: ● If you selected the Perform deep discovery option, select the credential profile that you want to assign to the device and its associated device types. To create a new credential profile, select Create New Profile and click Create. To enter the profile details, follow steps 3 to 7 in Create Credential Profile. ● If you did not select the Perform deep discovery option, select the Account Credentials that you want to assign to the device.
The name that you enter is used to represent the device in SupportAssist Enterprise. If you do not enter a name, the IP address or host name that you have entered is used to represent the device. 7. Perform one of the following steps: ● If you selected the Perform deep discovery option, select the credential profile that you want to assign to the device and its associated device types. To create a credential profile, select Create New Profile and click Create.
6. From the Account Credentials list, select an account credential that you want to assign to the device. To create an account credentials, select Create New Account and click Create. To enter the account details, follow steps 3 to 6 in Add Account Credentials. 7. Click Next. The Discovering Device page is displayed until SupportAssist Enterprise identifies the device. If the device is discovered successfully, the Assign Device Group (Optional) page is displayed.
The Discovering Device page is displayed until SupportAssist Enterprise identifies the device. If the device is discovered successfully, the Assign Device Group (Optional) page is displayed. Otherwise, an appropriate error message is displayed. 8. Optionally, from the Assign Other Group list, select a device group to which you want to assign the device. If you do not select a device group, the device is assigned to the Default device group.
Next steps If a message is displayed stating that the device is added to the Staging group: 1. Ensure that all prerequisites for adding the device are met. 2. Perform inventory validation on the device. See Start inventory validation manually. Add a solution Prerequisites ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users.
Add a virtual machine Prerequisites ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrator privileges to users. ● The system hosting the virtual machine must be reachable from the server where SupportAssist Enterprise is installed. ● The virtual machine you want to add must be created on VMware ESX, ESXi, and Microsoft Hyper-V.
Table 13.
Steps 1. Go to Devices > View Devices. The Devices page is displayed. 2. Select a device which is of the same type as the device that you want to add. The device overview pane is displayed. 3. Click Duplicate. The Duplicate Device wizard is displayed. 4. Type the host name or IP address of the device in the appropriate field. NOTE: It is recommended that you enter the host name of the device. If the host name is not available, you can enter the IP address of the device. 5.
4 Managing device discovery rules A device discovery rule enables you to discover and add devices that are present within one or more IP address ranges. Creating a device discovery rule helps you add multiple devices, and reduces the effort involved in adding each device individually.
6. To discover devices by using the hostname or IP addresses: a. Select Devices. b. Enter the hostname or IP address of devices as comma-separated values in the following formats: ● 10.34.10.2, 10.34.10.3, 10.34.10.22 ● hostname1, hostname2, hostname3 ● 10.34.10.22, hostname2, 10.34.10.24 7. Select an option based on your preference: ● Run now—discover the devices immediately. ● Run once—discover the devices at a specific date and time. ● Recur—schedule the discovery of devices at periodic intervals. 8.
About this task You can edit the discovery rule based on your requirement. NOTE: You cannot edit a discovery rule when the device discovery is in progress. Steps 1. Go to Devices > Manage Rules for Device Discovery. The Manage Discovery Rules page is displayed. 2. Select the discovery rule that you want to edit and click Edit. The Edit Device Discovery Rule window is displayed. 3. To discover devices by using IP address ranges: a. Select IP address / range. b.
3. Click Yes. Run the discovery rule Prerequisites ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrator privileges to users. ● Internet Control Message Protocol (ICMP) must be enabled on the device. About this task After creating a discovery rule, you can run the rule at any time. Steps 1. Go to Devices > Manage Rules for Device Discovery. The Manage Discovery Rules page is displayed. 2.
5 Viewing cases and devices The SupportAssist Enterprise user interface displays the devices that you have added and the support cases that are open for those devices. From the Devices page, you can perform various device-specific operations such as view collections, enable or disable monitoring, and so on. From the Cases page, you can manage cases that were opened by SupportAssist Enterprise.
NOTE: The device overview pane is displayed only if a single device is selected in the Devices page. 3. From the Tasks list, select Check for cases. ● If support cases are present for the device, you are navigated to the Cases page. Support cases that are present for the device are displayed at the top of the Cases page. ● If no support cases are present for the device, an appropriate message is displayed.
NOTE: If SupportAssist Enterprise is unable to process your request, an appropriate error message is displayed. In such a scenario, you can run the case creation test to verify connectivity to Dell EMC, and then retry the operation. Request to resume support activities Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrator privileges to users.
NOTE: The Case Options list is enabled only if the support case that you have selected was opened by SupportAssist. 4. From the Case Options list, select Request to Close. The Request to close the case window is displayed. 5. (Optional) Type your reason for requesting to close the support case. 6. Click OK. The Updating Case message is displayed. After the case is updated successfully, the Case Status message is displayed. 7. Click OK. The support case displays a Closure requested status.
Sorting the displayed data Steps To sort the data displayed on the Devices, Cases or Collections page, click a column header. The displayed data is sorted and an arrow that indicates the sorting type (ascending or descending) is displayed next to the column title. To reset the sorting, click the column header again.
6 Monitoring site health SupportAssist Enterprise enables you to view the overall site health connectivity and status of your devices. Site health contains key connectivity result information that enables you to identify and prioritize the most important issue on your site.
Sitewide Inventory Validation The Sitewide Inventory Validation pane displays the roll-up status of the inventory validation for devices that are discovered or added in SupportAssist Enterprise. The result is displayed in the following format: ● Success — Number of devices for which tests for connectivity, collection capability, and monitoring capability were successful. ● Failed — Number of devices for which tests for connectivity, collection capability, or monitoring capability was not successful.
7 Using Extensions The extensions that are available in SupportAssist Enterprise enable you to extend the SupportAssist Enterprise capability to many devices. You can use the extensions to inventory and add devices that are managed by a systems management console such as Dell EMC OpenManage Essentials, Microsoft System Center Operations Manager (SCOM), or OpenManage Enterprise.
Table 15. Support for setting up a Remote Collector Operating system where SupportAssist Enterprise is installed Support for setting up Remote Collector on a remote server running Windows Support for setting up Remote Collector on a remote server running Linux Windows Yes Yes Linux No Yes NOTE: For the devices that you can assign to a Remote Collector, see the list of devices in the SupportAssist Enterprise Version 2.0.70 Support Matrix at https://www.dell.com/serviceabilitytools.
● Ensure that Microsoft .NET Framework 4.5 is installed on the system where you want to set up the adapter. ● Ensure that one of the following requirements is met: ○ The Secure Socket Layer (SSL) protocol is enabled. ○ The Transport Layer Security (TLS) protocol is enabled and its version is 1.0, 1.1, or 1.2. About this task Setting up the OME adapter enables you to inventory and add devices that are managed by OpenManage Essentials.
NOTE: If the adapter is not added successfully, you may have to delete the adapter and set it up again. NOTE: While assigning a credential profile, SupportAssist Enterprise performs additional classification tasks in the background for each device. Therefore, assigning credential profiles may be prolonged depending on the device types, number of devices, and your network bandwidth.
NOTE: The System Center Operations Manager adapter only inventories PowerEdge servers, iDRAC, and OEM devices that are supported by SupportAssist Enterprise. For the list of supported PowerEdge servers, see the SupportAssist Enterprise version 2.0.70 Support Matrix at https://www.dell.com/serviceabilitytools. Steps 1. Go to Extensions > Manage Adapters. The Adapters page is displayed. 2. Click Set Up Adapter. The Set Up Adapter window is displayed. 3.
1. In the Refine by pane, expand Groups and select Staging. You can also select the adapter under Devices Added in the Refine by pane to view devices that are inventoried by an adapter. If necessary, use the Search by option to filter the displayed list of devices. 2. Perform one of the following: ● Select the devices and assign a credential profile that contains the credentials of the selected devices. ● Select a device and click Edit to assign a Credential Account. 3.
● ● ● ● ● ● ● ● Servers running Linux, ESXi, and Hyper-V PowerEdge M1000e PowerEdge VRTX PowerEdge FX2/ FX2s PowerEdge MX7000 PowerEdge XE2420 Storage SC Series devices (previously Dell Compellent) Dell Networking devices—OS9 and OS10 NOTE: OS10 support is limited only to PowerEdge MX7000 switches.
NOTE: By default, monitoring is enabled for devices that are added successfully through the adapter. NOTE: The automated support capabilities of SupportAssist Enterprise are not available for devices that are placed in the Staging group. NOTE: For Storage PS Series devices, only the Storage PS Series management group is added through the adapter. The Storage PS Series members are not added through the adapter. To add devices that are placed in the Staging group: 1.
Synchronize adapter Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. About this task By default, the adapter inventories devices from the systems management console at regular intervals, based on your selection. Depending on your requirement, you can also manually initiate the inventory of devices at any time. Steps 1. Go to Extensions > Manage Adapters. The Adapters page is displayed. 2.
● Removes the devices associated with the adapter ● Uninstalls the adapter application from the server where it was set up NOTE: Uninstallation of the OpenManage Enterprise adapter occurs only if all the OpenManage Enterprise adapters are deleted in SupportAssist Enterprise. Steps 1. Go to Extensions > Manage Adapters. The Adapters page is displayed. 2. Select the adapter you want to delete and click Delete. The Delete Adapter window is displayed. 3. Click Yes.
Hardware requirements The following table provides a summary of the minimum hardware requirements on the server where the Remote Collector is set up: Table 18.
Figure 2. Managed devices ● ● ● ● 1—network ports that are required for discovering devices and collecting system information 2—network ports that are required for uploading the collected system information (collection) 3—network ports required for adapters 4—network ports on devices for collecting system information The following table lists the network ports that are required for discovering devices and collecting system information. Table 20.
Table 20. Network ports required for discovering devices and collecting system information Device Protocol for discovery and collection Port ● WSMan protocol is used to configure alert destination of the server. ● REST protocol is used to send and receive information from SupportAssist Enterprise.
Table 22. Network ports required for uploading the collected system information Source Destination Port SupportAssist Enterprise SupportAssist Server 443 File Upload Server (FUS) File Retrieval Service (FRS) Remote Collector File Upload Server (FUS) 443 File Retrieval Service (FRS) Set up Remote Collector Prerequisites ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrator privileges to users.
● ● ● ● ● 193.109.112.* 193.104.20-40.* 192.168.*.* 192.168.2-51.3-91 193.109.112.45-99 NOTE: Ensure that the IP address ranges you have entered do not overlap with each other. 8. If the remote server connects to the internet through a proxy server, select the The remote system connects to the internet through a proxy server option and then do the following: a. Type the host name or IP address, and port number of the proxy server in the appropriate fields. b.
NOTE: For collections from devices that are running a non-English operating system, the Configuration Viewer may not display certain attributes as expected. The Configuration Viewer opens in a web browser window. View the Remote Collector overview pane Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrator privileges to users.
If SupportAssist Enterprise is unable to connect to the remote system using the entered credentials: ● The existing credentials are retained ● The Remote Collector and the Upload Connectivity on the Remote Collectors page retain the status that was displayed prior to editing the credentials If the remote system is unable to connect to the proxy server using the entered proxy server credentials: ● The entered proxy server credentials are saved in SupportAssist Enterprise, but the existing proxy server creden
8 Device grouping SupportAssist Enterprise has two predefined device groups—Default and Staging—that help you in managing the devices that you add. Depending on your requirement, you can also create custom device groups to manage certain devices as a group.
○ For Compellent devices, SupportAssist is not enabled in the Dell EMC Compellent Enterprise Manager application ○ Certain prerequisites for adding the device are not met View device groups You can view the devices groups that you have created in the Device Groups page. Steps To view the device groups, go to Devices > Manage Device Groups. The Device Groups page is displayed. Creating a device group Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges.
d. If you want an onsite technician to replace the dispatched hardware component, select I want a technician to replace my parts onsite (if included in my service plan). 9. Click Create. The device group that you created is displayed in the Device Groups page. Manage devices in a device group After creating a device group, you can select the devices you want to add or remove from the device group. Prerequisites ● Ensure that you have already created a device group. See Creating a device group.
About this task You can use the Assign Credential Profile option to apply common credentials for the different device types within a device group. NOTE: You can manage credentials of a device group only if you are logged on as a member of the OpenManage Essentials Administrators, Power Users, or Site Administrators group. NOTE: The device group credentials override the default credentials configured in the Settings > System Logs page.
c. Type your first name, last name, phone number, alternate phone number, and email address in the appropriate fields. d. Select the preferred contact method, preferred contact hours, and time zone. 5. Click Next. The Parts Replacement Preferences for Dell Servers page is displayed. 6. Select I want Dell server replacement parts shipped automatically. NOTE: If you do not wish to set up parts replacement preferences, the shipment of Dell EMC server replacement parts could be delayed. 7.
9 Managing device credentials SupportAssist Enterprise requires the device credentials to add devices and to collect system information. You can enter or assign credentials to a device by using one of the following methods: ● While adding a device ● By using the Edit option ● By assigning an account credential or a credential profile Topics: • • Account credentials Credential profiles Account credentials An account credential consists of the credentials of a specific device type.
If the device is a member of a Windows domain, you must provide the user name in the [Domain\Username] format. For example, MyDomain\MyUsername. You can also use a period [ . ] to indicate the local domain. For example, . \Administrator. Example of a Linux user name: root ● For Chassis, Fluid File System (FluidFS), iDRAC, and Storage Center (SC) / Compellent devices, type the user name and password of the device in the appropriate fields.
NOTE: Changing the device type is not supported. Steps 1. Go to Devices > Manage Credentials > Account Credentials. The Manage Account Credentials page is displayed. 2. Select the Account Credentials that you want to edit and click Edit. The Edit Account Credentials window is displayed. 3. Update the credentials as required. NOTE: Editing the name of the Account Credentials are possible only if the Account Credentials are not assigned to any device. 4. Click Update. The Account Credentials are updated.
3. Enter a unique name for the credential profile. 4. Select the device type that you want to include in the profile. For Server / Hypervisor, Software, and Solution, click + to expand the list of device types. The Account Credentials list is enabled for selection. 5. From the Account Credentials list, select the account credentials that you want to assign to the device type. NOTE: You can select only one account credential for a device type in a credential profile.
4. From the Account Credentials list, select the account credential that you want to assign to the device type. NOTE: You can select only one account credential for a device type in a credential profile. 5. Click Update. The credential profile is updated. Devices to which the credential profile is assigned are revalidated. Delete Credential Profile Prerequisites ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges.
10 Validating device inventory Site inventory validation verifies the availability of the following capabilities of SupportAssist Enterprise for your devices: ● Connectivity Status—verifies if the device has Internet connectivity and if the required ports are open on the device. It also verifies if the required credentials of the device are correct and available. ● Collection Capability Status—verifies if the requirements for collecting system information are met on the device.
NOTE: To view the count of devices that were successfully validated and the devices that failed validation, see the Site Inventory Validation page. Schedule automatic inventory validation About this task By default, Inventory Validation is scheduled on a randomly determined day of every month at 11 PM. If necessary, you can change the schedule based on your requirement. Steps 1. Go to Settings > Preferences. The Preferences page is displayed. 2.
11 Maintaining SupportAssist Enterprise capability The changes that occur in your company’s IT setup over a period of time may require configuration or updates in SupportAssist Enterprise. To maintain SupportAssist Enterprise capability over a period of time for all your devices, you may be required to: ● Enable monitoring of devices. See Enable or disable monitoring of a device.
About this task For devices that SupportAssist Enterprise can monitor, you can enable monitoring while adding the device. Depending on your requirement, you can also enable or disable monitoring of a device at any time from the Devices page. For SupportAssist Enterprise to automatically create a support case when a hardware issue occurs on a device, monitoring must be enabled for that device. Steps 1. Go to Devices > View Devices. The Devices page is displayed. 2.
NOTE: The SupportAssist Enterprise recommended version of OMSA may vary depending on the generation of the PowerEdge server and the operating system running on the server. For information on the recommended versions of OMSA, see the SupportAssist Enterprise Version 2.0.70 Support Matrix at https://www.dell.com/serviceabilitytools.
The Devices page is displayed. 2. Select the device where you want to configure the SNMP settings. NOTE: If SupportAssist Enterprise does not support the configuration of SNMP on the device that you have selected, the Configure SNMP option is disabled. The device overview pane is displayed at the right side of the Devices page. 3. From the Tasks list, select Configure SNMP. The Status column on the Devices page displays the status of the SNMP configuration.
3. To copy the contact information that you have provided on the Group and Contact Information page, click the appropriate link. 4. In the Primary Shipping Contact section, perform the following: NOTE: If you choose to use the already entered contact information, the first name, last name, phone number, and email address fields are populated with the contact information. a. Select the preferred contact hours during which Dell EMC can contact you, if necessary. b.
Configure proxy server settings If the server where SupportAssist Enterprise is installed connects to the Internet through a proxy server, you must ensure that the proxy settings are configured in SupportAssist Enterprise. You must also ensure that the proxy server settings are updated in SupportAssist Enterprise, whenever the settings of the proxy server are changed. Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges.
● Internet (including the proxy server, if the server where SupportAssist Enterprise is installed connects to the internet through a proxy server) ● The SMTP server (email server) utilized by your company ● The FTP server ● File upload server hosted by Dell EMC ● SupportAssist server hosted by Dell EMC NOTE: The network connectivity test does not verify the following: ● Ports used by SupportAssist Enterprise ● Internet connectivity of the server where the Remote Collector is set up By default, SupportAssist
Clear the System Event Log Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrator privileges to users. About this task The System Event Log (SEL) or hardware log, also known as the Embedded System Management (ESM) log, reports potential hardware problems in PowerEdge servers.
NOTE: It is recommended that you enable automatic update to ensure that SupportAssist Enterprise is up-to-date with the latest features and enhancements. The SupportAssist Enterprise application checks: ● If updates are available and automatic updates are enabled, the updates are downloaded and automatically installed in the background. ● If updates are available, but automatic update is disabled, the update available banner is displayed at the top of the page.
4. Click Yes. The devices are deleted from the Devices page. NOTE: When a device is deleted, the system information collected from the device is not deleted until the purge collections task deletes the collected system information. The purge collection task only deletes system information collections that are 30 days or older and collections that are older than the last 5 collections over the last 30 days.
12 Configuring email notifications By default, SupportAssist Enterprise is configured to send an email notification when a support case is created automatically. SupportAssist Enterprise can also send email notifications about maintenance mode, device status, and network connectivity status. Depending on your preference, you can perform the following: ● Disable the case creation email notification, or select the preferred language for email notifications, or both. See Configure email notification settings.
Configure SMTP server settings Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrator privileges to users. About this task NOTE: Configuring the SMTP server settings is optional. If your company utilizes an SMTP server (email server), it is recommended that you configure the SMTP server settings in SupportAssist Enterprise.
Table 23. Types of email notifications Email notification type When the email notification is sent Origin of the email notification Connectivity test alert At 11 p.m. each day (date and time as on the server where SupportAssist Enterprise is installed). NOTE: The connectivity test alert notification is sent only if an issue is detected with connectivity to dependent resources.
NOTE: Email notifications can be received only if the Receive email notification when a new support case is opened option is selected. See Configure email notification settings.
13 Configuring collection settings By default, when registration is complete, SupportAssist Enterprise automatically collects system information from all devices at periodic intervals. SupportAssist Enterprise also collects system information automatically from a device when a support case is created for an issue with the device.
● If you have added a server in SupportAssist Enterprise by using the iDRAC IP address (agentless monitoring), the iDRAC credentials that you entered must have administrator privileges. ● The local system must have Internet connectivity for uploading the collected system information to Dell EMC. ● For collecting system information from ESX and ESXi only, ensure that SFCBD and CIMOM are enabled.
Enable or disable the periodic collection of system information from all devices Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrator privileges to users. About this task By default, SupportAssist Enterprise starts collecting system information from all monitored devices at periodic intervals and sends it securely to Dell EMC.
Steps 1. Go to Settings > Preferences. The Preferences page is displayed. 2. In Identification Information Settings, depending on your requirement, select or clear the Include identification details in the information that is sent to Dell option. NOTE: By default, the Include identification details in the information that is sent to Dell option is selected.
NOTE: Auto upload setting is not applicable for multiple device collections. Steps 1. Go to Settings > Preferences. The Preferences page is displayed. 2. In Automatically upload, depending on your requirement, select or clear System state information collected from devices to Dell option. 3. Click Apply. Enable or disable analytics collections Prerequisites ● You must have registered SupportAssist Enterprise. ● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges.
14 Viewing collections SupportAssist Enterprise collects system information from each device that you have added and sends the information securely to Dell EMC. Typically, the system information is collected as follows: ● Periodically — At regular intervals, depending on the predefined collection start date specified in the Preferences page. ● On case creation — When a support case is created for an issue that has been identified by SupportAssist Enterprise.
Steps 1. Go to Devices > View Devices. The Devices page is displayed. 2. Select the device for which you want to view collections. The device overview pane is displayed at the right side of the Devices page. The Collections field displays No Collections in the following scenarios: ● No collections have been performed from the device ● The device is associated with a Remote Collector 3. From the Collections list, select a collection date and time.
In addition, the Configuration Viewer displays a Summary category. You can select the Summary category to view the following: ● The system information collection settings in SupportAssist Enterprise at the time of the collection ● Summary of errors that were detected in the collected system information ● Brief information about the device The Configuration Viewer comprises of the following: ● Top pane — Displays the various categories and sub categories of collection data in a menu format.
Items reported in periodic collections from servers The items reported in the system information collected from servers vary depending on the following: ● Device Type used to add the device in SupportAssist Enterprise ● Type of collection (manual, periodic, or support case) The following table provides a summary of the items reported in the collected system information for a periodic collection from servers.
Table 24.
Table 24. Items reported in periodic collections from servers Items reported Device added in SupportAssist Enterprise with Device Type as Server / Hypervisor OMSA is installed on the device OMSA is not installed on the device Device added in SupportAssist Enterprise with the Device Type as iDRAC Controller TTY Log Operating System NOTE: In a collection from an iDRAC, Controller TTY Log is available only if iDRAC firmware version 2.00.00.00 or later installed on the server.
● You must have enabled analytics collection on the Preferences page. See Enable or disable analytics collections. About this task The Analytics Collections page displays the consolidated collections that were performed from all iDRACs on a specific day during the last 90 days. You can download the collections that were successfully performed during the last 90 days. After 90 days, the collections are automatically purged. Steps 1. Go to Collections > View Analytics Collections.
15 Using SupportAssist Enterprise to collect and send system information SupportAssist Enterprise automates the collection of system information from your devices both periodically and on case creation. If required, you can also manually start the collection and upload of system information to Dell EMC at any time. You can choose to start the collection of system information from a single device or multiple devices.
● You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrator privileges to users. About this task When a support case is opened or updated for a device, SupportAssist Enterprise automatically collects system information from that device, and uploads the information to Dell EMC. If necessary, you can also manually start the collection of system information from a device.
NOTE: If you clear the Upload Collection option, the collection bundle is saved, but not uploaded to Dell EMC. You can upload the collection bundle at a later time through the Collections page. 7. Click OK. The collection progress status is displayed in the Multiple Device Collection pane on the Devices page. If the collection is completed successfully, the Collections page displays the details of the collection. You can also download the multiple device collection from the Collections page.
● For storage, networking, or multiple device collections only — On the Collections page, select the collection, and in the collection overview pane, click Download File. ● For other device collections, depending on the operating system, you can access the collection .zip file at the following location: ○ Windows — :\Program Files\Dell\SupportAssist\reports ○ Linux — /opt/dell/supportassist/scripts/reports ● If the collection was performed by a Remote Colle
16 Understanding maintenance mode The maintenance mode functionality suspends the alert processing and automatic case creation capability of SupportAssist Enterprise, thereby preventing the creation of unnecessary support cases during an alert storm or a planned maintenance activity. If an alert storm is received from a monitored device, SupportAssist Enterprise automatically places the device in maintenance mode.
Enable or disable global-level maintenance mode Enabling global-level maintenance mode suspends the automatic case creation capability for all devices. Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrator privileges to users. Steps 1. Go to Settings > Preferences. The Preferences page is displayed. 2.
17 SupportAssist Enterprise user groups SupportAssist Enterprise maintains security and privileges through the following user groups that are created during the installation of SupportAssist Enterprise: ● SupportAssistAdmins — Users who are members of this group have elevated or administrative privileges required for performing both basic and advanced functions in SupportAssist Enterprise.
Table 26.
Table 26.
Steps 1. Open the terminal window. 2. To create a new user account and add the user account to a SupportAssist Enterprise user group, use the following syntax: useradd –G SupportAssist_Enterprise_user_group_name User_name For example: ● To create a new user account (for example, User1) and add it to the SupportAssistAdmins user group, type useradd –G Supportassistadmins User1 and press Enter.
18 Manually configuring SNMP settings Configuring the SNMP settings (alert destination) of a device ensures that SupportAssist Enterprise receives alerts from the device. SupportAssist Enterprise can automatically configure the SNMP settings of Dell EMC servers. For Dell EMC chassis, networking, and storage devices you must manually configure the SNMP settings. For information about configuring alert destinations for PowerEdge VRTX, PowerEdge FX2, and PowerEdge M1000E chassis, go to https://www.dell.
● Windows Server Core 2012 R2 ● Windows Server Core 2016 ● Windows Server Core 2019 Steps 1. On the server where SupportAssist Enterprise is installed, browse to the :\Program Files\Dell\SupportAssist\scripts folder. 2. Copy the script file (WindowsSNMPConfig.ps1) located in the folder and paste the file at a desired location (for example, C:\temp) on the device. 3.
● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● Red Hat Enterprise Linux 5.8 (32-bit and 64-bit) Red Hat Enterprise Linux 5.9 (32-bit and 64-bit) Red Hat Enterprise Linux 5.10 (32-bit and 64-bit) Red Hat Enterprise Linux 5.11 (32-bit and 64-bit) Red Hat Enterprise Linux 6.1 (64-bit) Red Hat Enterprise Linux 6.2 (64-bit) Red Hat Enterprise Linux 6.3 (64-bit) Red Hat Enterprise Linux 6.4 (64-bit) Red Hat Enterprise Linux 6.5 (64-bit) Red Hat Enterprise Linux 6.7 (64-bit) Red Hat Enterprise Linux 6.
Manually configure alert destination of iDRAC using the web interface Perform the following steps to manually configure the alert destination of an iDRAC: Steps 1. Log in to the iDRAC web interface. 2. Go to Overview > Server > Alerts. 3. In the Alerts section, ensure that the Enabled option is selected. 4. In the Alerts Filter section, ensure that the following options are selected: ● ● ● ● ● ● ● System Health Storage Configuration Audit Updates Warning Critical 5.
3. Enter snmp-server host traps version 1. 4. To verify if the alert destination is configured successfully, enter show running-config snmp and press Enter. The list of alert destinations that are configured on the device is displayed.
19 Managing SupportAssist Enterprise alerts in TechDirect TechDirect is a centralized support portal that enables administrators in your organization to manage alerts that are created by SupportAssist Enterprise. By default, SupportAssist Enterprise automatically forwards alerts that qualify for support case creation or parts dispatch to Dell EMC.
Configure alert rules in TechDirect About this task Administrators in your organization can configure rules to determine how alerts created by SupportAssist are handled by the TechDirect portal. For example, you can choose to automatically forward all alerts to technical support or have the alerts placed in your SupportAssist alert queue for your support team to review and determine if the alert should be forwarded to Dell EMC. Steps 1. Go to https://www.TechDirect.com.
SupportAssist alerts You can view details about the alerts generated by SupportAssist Enterprise through the TechDirect portal. The following table describes the details displayed on the SupportAssist Alerts page. Table 27. Alert details Name Description Service Tag Displays the unique identifier of the system which reported an issue. Alert Number Displays the unique support request number assigned to the alert that you can reference while communicating with technical support.
Table 28. Alert actions (continued) TechDirect account type Available actions Description Technician User may take ownership of an alert. Technician Users may not reassign alerts, only the TechDirect Administrator for the account may reassign alerts. Administrator 136 Update Displays the Details page that allows you to add a note or an attachment about the alert. Close Alert Closes the alert. Both you and Dell EMC will not be able to take any further action on the alert.
20 Other useful information This chapter provides additional information that you may require while using SupportAssist Enterprise.
must ensure that all SNMP Trap options are selected in the Alerts and Remote System Log Configuration section of the iDRAC web console. Benefits of agent-based monitoring Even though 12th generations of Dell EMC PowerEdge servers and later can be monitored through the agentless (iDRAC) method, agent-based (OMSA) method has the following benefits: ● Alert generation capabilities of OMSA and iDRAC are not the same.
NOTE: The time taken to download OMSA is dependent on the internet download speed and network bandwidth. If the recommended version of OMSA is installed and running on the device, the status of the device is displayed as Success. NOTE: Automatic installation of OMSA through SupportAssist Enterprise is not supported on devices running Citrix XenServer, VMware ESXi, or ESX. To allow SupportAssist Enterprise to detect hardware issues on these devices, you must manually download and install OMSA.
Enable or disable API interface settings Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups and Granting elevated or administrator privileges to users. About this task Enabling REST API interfaces enables you to programmatically integrate SupportAssist Enterprise with your data center tools and applications. For more information, see the REST API Guide — SupportAssist Enterprise at https://www.dell.
Table 29.
Table 30. Device grouping in association view (continued) Primary Device Associated devices ● SCVMM ● SAN-HQ Chassis ● iDRAC* ● Networking switches Storage PS Series group ● Storage PS Series members ● Storage PS Series FluidFS Storage MD Series Enclosure JBODs Networking - management switch Member switches Web-scale converged appliances ● Controller VM ● iDRAC * Only iDRAC7 or later is displayed under the Chassis node.
About this task SupportAssist Enterprise receives alerts that are forwarded from remote devices through an SNMP agent. Net-SNMP consists of a suite of SNMP tools, including an SNMP agent. On devices running Linux operating systems, Net-SNMP must be installed to allow SupportAssist Enterprise to receive alerts. Steps 1. Open the terminal window on the device running the Linux operating system. 2.
○ https://is.us.dell.com/* — the file upload server and related services. ○ https://downloads.dell.com/ — For downloading Dell EMC OpenManage Server Administrator (OMSA) and receiving new SupportAssist Enterprise release information, policy files, and product support files. ○ https://sa-is.us.dell.com/* — For TechDirect integration. ○ On the server where SupportAssist Enterprise is installed, verify if port 443 is open for both incoming and outgoing communication on is.us.dell.com, downloads.dell.
View SupportAssist Enterprise product information Steps Click About in the SupportAssist Enterprise header area or on the log in page. The About page is displayed, where you can view the following: ● SupportAssist Enterprise version ● Registration ID ● Policy file version ● Device configuration file version ● Update history Uninstalling SupportAssist Enterprise You can uninstall SupportAssist Enterprise based on your preference.
NOTE: In Windows Server 2016, the User Account Control dialog box may be displayed more than once during uninstallation. The Uninstallation Completed window is displayed. 7. Click Finish. SupportAssist Enterprise is now uninstalled. Uninstall SupportAssist Enterprise - Linux Prerequisites Ensure that you are logged in to the server where SupportAssist Enterprise is installed with root privileges. Steps 1. Open the terminal window. 2. Browse to the /opt/dell/supportassist/bin folder. 3. Type .
21 Troubleshooting The following sections provide the information required to troubleshoot issues that may occur while installing and using SupportAssist Enterprise.
● Ensure that the server where you are installing SupportAssist Enterprise has Internet connectivity. If the server connects to the Internet through a proxy server, enter the proxy server details in the installation wizard. SupportAssist Enterprise registration If you experience any issues with the registration of SupportAssist Enterprise: ● Verify if the server where SupportAssist Enterprise is installed can connect to the Internet.
￭ net localgroup SupportAssistUsers /add — To create the SupportAssistUsers user group. ○ To add users to the SupportAssist Enterprise users groups, open a command prompt as an administrator, and type the following commands: ￭ net localgroup SupportAssistAdmins /add — To add User1 to the SupportAssistAdmins user group. ￭ net localgroup SupportAssistUsers /add — To add User2 to the SupportAssistUsers user group.
3. Copy the local_policy.jar and US_export_policy.jar files and paste them at the following location on the system where SupportAssist Enterprise is installed: ○ On Windows: :\Program Files\Dell\SupportAssist\jre\lib\security ○ On Linux: /opt/dell/supportassist/jre/lib/security 4. Restart the SupportAssist service and retry the operation.
● Ensure that the required ports and protocols are enabled on the network. See Network requirements. Unable to add adapter If the Adapters page displays an Unable to add adapter status: ● Verify if the server where you want to add the adapter is reachable from the server where SupportAssist Enterprise is installed. ● Ensure that the system where you want to set up the adapter has more than 500 MB of free disk space required for installation of the adapter.
OMSA not installed If a device displays an OMSA not installed status: ● Install OMSA on the device by using the Install / Upgrade OMSA option. See Install or upgrade OMSA by using SupportAssist Enterprise. ● If the installation of OMSA cannot be completed successfully even after repeated attempts, log in to the device and manually download and install the recommended version of OMSA on the device. For information on the recommended version of OMSA, see the SupportAssist Enterprise Version 2.0.
Unable to verify SNMP configuration If the device displays an Unable to verify SNMP configuration status: ● ● ● ● Ensure that the DNS is configured correctly. Ensure that the SNMP port (162) is open. Ensure that the firewall settings are correct. Configure the SNMP settings of the device by using the Configure SNMP option. See Configure SNMP settings by using SupportAssist Enterprise. ● If the server is running a Linux operating system, restart the snmpdtrapd service.
OMSA not supported OMSA not supported status: If a device displays the ● Log in to the device and uninstall the existing version of OMSA. ● Install OMSA on the device by using the Install / Upgrade OMSA option. See Install or upgrade OMSA by using SupportAssist Enterprise. Unable to reach device Unable to reach device status: a device displays an Click the error status link in the Status column on the Devices page to view the possible resolution steps.
● If you are adding a device by providing the iDRAC details (agentless monitoring), ensure that the iDRAC has an Enterprise or Express license installed. For information on purchasing and installing an Enterprise or Express license, see the “Managing Licenses" section in the iDRAC User’s Guide at https://www.dell.com/idracmanuals.
Software ● For troubleshooting HITKIT collection: ○ Ensure that Secure Shell (SSH) service is running on the system. ○ Ensure that you have root credentials for the SSH connection. SupportAssist Enterprise uses the SSH protocol to connect to the system. ● For troubleshooting SAN HQ device: ○ Check the server installation details of Dell SAN Headquarters device from the registry entry: HKLM\SOFTWARES\ \PerformanceMonitor.
● Perform the network connectivity test and ensure that connectivity to the Dell EMC upload server is successful. See Perform the connectivity test. ● If the device is associated to a Remote Collector, then verify if the system where Remote Collector is setup has Internet connectivity. ● Ensure that the collection file does not contain any potential threats such as viruses or malware. After resolving the underlying issue, manually initiate the collection and upload of system information.
Software ● For troubleshooting HITKIT collection: ○ Ensure that Secure Shell (SSH) service is running on the system. ○ Ensure that you have root credentials for the SSH connection. SupportAssist Enterprise uses the SSH protocol to connect to the system. ● For troubleshooting SAN HQ device: ○ Check the server installation details of Dell SAN Headquarters device from the registry entry: HKLM\SOFTWARES\ \PerformanceMonitor.
NOTE: If you want to clear the System Event Log using the command-line interface, connect to the iDRAC over SSH protocol using any telnet client and run the following command: racadm clrsel Steps 1. In the iDRAC web console, click Overview > Server > Logs Page. 2. Click Clear Log. Clear the System Event Log by using OMSA Prerequisites Ensure that you are logged in to OMSA with administrative privileges.
Servers ● If ○ ○ ○ you are editing the credentials of a device running a Windows operating system: Verify if the credentials you provided have administrator rights on the device. Verify if the Windows Management Instrumentation (WMI) service is running on the device. If the issue persists, review the instructions in “Securing a Remote WMI Connection” technical documentation at msdn.microsoft.com.
○ Ensure that the value of the install type attribute is "Full" and logdir attribute has a value. ○ Ensure that the WMI and EQLPerfX services are running on the device. Solution ● Ensure that the device is reachable from the server where SupportAssist Enterprise is installed. ● Verify if the assigned Account Credentials (user name and password) you provided are correct. Virtual machine ● Ensure that you are logged in to SupportAssist Enterprise with elevated or administrative privileges.
SupportAssist Enterprise services SupportAssist Enterprise has two services that run in the background: Dell EMC SupportAssist Enterprise and Dell EMC SupportAssist Enterprise DB. If the SupportAssist Enterprise application does not respond appropriately, ensure the following: Steps 1. On the server where SupportAssist Enterprise is installed, verify if the SupportAssist Enterprise services are running.
Verify the status of SupportAssist Enterprise services on Linux To verify the status of the SupportAssist Enterprise services on Linux operating systems: Steps 1. Open the terminal window on the system where SupportAssist Enterprise is installed. 2. Type service Dell EMC SupportAssist Enterprise status and press Enter. The status of the Dell EMC SupportAssist Enterprise service is displayed. 3. Type service Dell EMC SupportAssist Enterprise DB status and press Enter.
● SSH service (on devices running a Linux operating system) If the services are either not installed or not running, an error message is displayed in SupportAssist Enterprise. The following sections provide information about verifying the status of the service and restarting the service (if required). WMI service To 1. 2. 3. verify the status of the WMI service and to start the service (if required): Click Start > Run. The Run dialog box is displayed. Type services.msc, and then click OK.
22 SupportAssist Enterprise user interface The SupportAssist Enterprise user interface contains the following tabs: ● Cases — Displays the support cases that are present for the devices that you have added in SupportAssist Enterprise. ● Devices — Displays the devices that you have added in SupportAssist Enterprise and their status. You can point to the Devices tab and click the available options to access following pages: ○ Manage Device Groups — Enables you to create and manage devices groups.
Table 32. Banners in the SupportAssist Enterprise header area (continued) Banner Description ● Register now — To register SupportAssist Enterprise. ● Remind me later — To close the 'not registered' banner. The 'not registered' banner is not displayed until you log in to SupportAssist Enterprise again. ● Why register — To learn about the importance of registering SupportAssist Enterprise.
SupportAssist Enterprise Registration Wizard The SupportAssist Enterprise Registration Wizard guides you through the setup and registration of SupportAssist Enterprise. The fields displayed in the pages of the SupportAssist Enterprise Registration Wizard are described in the following sections. Welcome The Welcome page enables you to start the registration of SupportAssist Enterprise. Click Next to start the registration of SupportAssist Enterprise.
Table 34. Registration Section Field Description Time zone The time zone of the primary contact. Dispatch Preferences The following table describes the fields that are displayed in the Dispatch Preferences tab. Table 35. Dispatch Preferences Section Field Description Parts Replacement Preferences for Dell Servers I want Dell server replacement parts shipped automatically Select this check box if you agree to have Dell EMC contact your company and send replacement parts.
Table 35. Dispatch Preferences Section Field Description Dispatch Notes Type any specific dispatch related information. CNPJ IE For Brazil only: The CNPJ and IE number of your contact. I want a technician to replace my parts onsite (if included in my service plan) Select this option if you want an onsite technician to replace the dispatched hardware component. TechDirect Integration The following table describes the fields that are displayed in the TechDirect Integration tab. Table 36.
Table 38. Site Health Field Description Sitewide Inventory Validations Displays the site-wide inventory validation results. Network Connectivity Displays the status of SupportAssist Enterprise connectivity to the dependent network resources. Extensions Tree View Displays the adapter and remote collectors that have been set up in SupportAssist Enterprise. Cases page The Cases page displays the support cases that are present for your devices that you have added in SupportAssist Enterprise.
Table 39. Cases page Column name Description Service Contract The Dell EMC service contract level under which the device is covered. The Service Contract column may display: ● Unknown—SupportAssist Enterprise cannot determine the service contract. ● Invalid Service Tag—The Service Tag of the device is invalid. ● No Service Contract—This device is not covered under a Dell EMC service contract. ● Expired Service Contract—The service contract of the device has expired.
Devices page The Devices page displays the devices that you have added and status of the SupportAssist Enterprise functionality for each device. In the default view, the Devices page displays all the devices that you have added. At the top of the Devices page, the navigation trail is displayed. The following options available at the top of the device list enables you to perform certain tasks: ● Search by —search by a specific category of displayed data.
Table 40. Devices page Column name Description NOTE: When a manually initiated collection is in progress, a the progress bar. Click the icon is displayed next to icon to cancel the collection, if necessary. NOTE: You can cancel a collection only when SupportAssist Enterprise is collecting system information from the device. You cannot cancel a collection while the collected system information is being sent to Dell EMC.
● Collection Host ● Devices Added ○ SupportAssist Enterprise ○ Adapters ● Device Management ○ Managed—displays devices that are monitored by SupportAssist Enterprise. ○ Not Managed—displays devices on which SupportAssist monitoring is disabled or not available. ○ Managed by plugin—displays devices that are managed by the OpenManage Enterprise SupportAssist plugin. NOTE: The Managed by plugin filter is not displayed if there are no devices that are managed by the OpenManage Enterprise SupportAssist plugin.
Table 41. Add Single Device Field Description Configure SNMP settings To allow SupportAssist Enterprise to configure the SNMP settings of the device. Configuring the SNMP settings of the device is a prerequisite to monitor the device for hardware issues. By configuring the SNMP settings, alerts (SNMP traps) from device are forwarded to the server where SupportAssist Enterprise is installed.
Table 43. Summary page Field Description Service Tag A unique, alphanumeric identifier that allows Dell EMC to individually recognize each device. Device Type The type of the device. Model The model of the device. OS Type The operating system installed on the device. Group The device group to which the device is assigned. Managed by plugin Dell EMC OpenManage Enterprise SupportAssist is a plugin to the Dell EMC OpenManage Enterprise system management console.
Table 45. Device overview pane (continued) Field Description ● Check for Cases—to check for support cases that are present for a device. ● Perform deep discovery—to discover a device and its associated device types. ● Maintenance Mode ○ Enable—to place the device in maintenance mode. ○ Disable—to place the device in normal mode. ● Dependencies ○ Install / Upgrade OMSA—to install or upgrade OMSA on the device. ○ Configure SNMP—to configure the SNMP settings of the device.
Table 45. Device overview pane (continued) Field Description ● Clearing System Event Log—clearing of the System Event Log is in progress. ● System Event Log cleared—System Event Log has been cleared successfully. ● Revalidating device—SupportAssist Enterprise is validating the prerequisites and the credentials of the device. Warning status ● OMSA not installed—OMSA is not installed on the device.
Table 45. Device overview pane (continued) Field Description ● Authentication failed—SupportAssist Enterprise cannot log in to the device. ● Unable to gather system information— SupportAssist Enterprise is unable to collect system information from the device. ● Insufficient storage space to gather system information—the server where SupportAssist Enterprise is installed does not have sufficient space to gather system information from the device.
Table 45. Device overview pane (continued) Field Description Device Inventory Validation ● Displays the date and time when the periodic inventory validation was last performed. ● Displays the type of the inventory validation. It also displays the status of the inventory validation tests. NOTE: If the validation tests fail, then an error message is displayed.
Validation test status The following table provides information about the items displayed in the Validation test section on the Site Inventory Validation page. Table 47. Validation test status Field Description Validation test Displays a type of tests performed during inventory validation. Success Displays a status icon and the rollup count of number of devices that were validated successfully.
The following table describes the information displayed in the Device Groups page. Table 49. Device Groups Column name Description Check box Use to select a device group for performing an action. Name The name of the device group and the total number of devices in the device group. Description The description that you have provided for the device group. Manage Devices The Manage Devices window allows you to add or remove devices from a device group.
Table 51. Create or Edit Device Group Field Description Primary Select this option to view or edit the primary contact information. Secondary Select this option to view or edit the secondary contact information. First name The first name of the primary or secondary contact. Last name The last name of the primary or secondary contact. Phone number The phone number of the primary or secondary contact. Alternate phone number The alternate phone number of the primary or secondary contact.
Table 51. Create or Edit Device Group Field Description CNPJ IE For Brazil only: The CNPJ and IE number of your contact. I want a technician to replace my parts onsite (if included in my service plan) Select this option if you want an onsite technician to replace the dispatched hardware component. Manage Device Discovery Rule The Manage Device Discovery Rule page enables you to discover and add devices based on IP address ranges or comma separated hostname expressions or IP addresses.
Table 53. Create or Edit Device Discovery Rule Field Description Run once Select to discover the devices at a specific date and time. Recur Select to schedule the discovery of devices at periodic intervals. Device type The device types for which credentials are included in the Credential Profile and PowerVault are selected.
Table 54. Discovery Rule Details Field Description Status The status of a discovery rule. Last Run The date and time of when the discovery rule was last run. Discovery Rule Current Iteration Status You can view details of a discovery rule such as the number of devices added, number of devices moved to staging group, and so on, in the Discovery Rule Current Iteration Status pane. The following table provides information about the attributes displayed in the Discovery Rule Current Iteration Status pane.
Table 57. Current versus Previous Discovery Rule Status Field Description Devices The status of the devices. Number The device count. Manage Account Credentials The Manage Account Credentials section enables you to configure SupportAssist Enterprise with administrator privileges for each supported device type and credential type. The following table provides information about the options displayed in the Manage Account Credentials section. Table 58.
Table 59. Add Account Credentials Field Description NOTE: The Enable Password option is displayed only for the Networking device type. Operating system type The list of operating system types. The available operating system types are: ● Windows (displayed only if SupportAssist Enterprise is installed on a server running Windows) ● Linux ● ESX ● ESXi NOTE: The Operating system type option is displayed only for the Server / Hypervisor device type. Software Type The list of software types.
Table 60. Edit Account Credentials Field Description Password* The password required to connect to the device type. Community String The community string assigned to the device. NOTE: The Community String option is displayed only for the Networking and Peer Storage (PS) / EqualLogic device types. Enable Password The enable password configured on the device. NOTE: The Enable Password option is displayed only for the Networking device type. Operating system type The list of operating system types.
Add Credential Profile The Add Credential Profile window allows you to add Credential Profiles. The following table provides information about the items displayed in the Add Credential Profile window. Table 62. Add Credential Profile Field Description Name Type a name for the Credential Profile. Check box Use to select a device type. Device Type The list of device types that you can select.
Collections page The Collections page displays the collections that have been performed successfully. From the Collections page, you can view the collected system information, download multi-device collections, and also upload collections to Dell EMC. At the top of the Collections page, the navigation trail is displayed. The following options available at the top of the collections page are: ● Date Range — To search the collections by a specific date range.
○ SupportAssist Enterprise ○ Remote Collector ● Adapter Collection overview pane The collection overview pane displays the details of a collection and enables you to view or download the collected system information. This pane is displayed when you select a collection that is listed in the Collections page. The following table describes the information displayed in the collection overview pane. Table 65. Collection overview pane Field Description Name The name assigned of the collection.
Table 66. Analytics Collections Column Description Upload Status The upload status of the collection. The possible statuses are: ● Success—The collection was successfully uploaded to Dell EMC backend. ● Failed—The collection could not be uploaded to the Dell EMC backend. Click the status to view the error code and the reason for failure. Extensions The extensions available in SupportAssist Enterprise enables you to extend the SupportAssist Enterprise capability to many devices.
Table 67. Adapters Field Description ● Copy in progress — The adapter installer package is being copied to the system. ● Installation in progress — Installation of the adapter is in progress. ● Validation in progress — SupportAssist Enterprise is verifying if the adapter meets the prerequisites for setting up the adapter. ● Configuration in progress — SupportAssist Enterprise is configuring the settings of the adapter.
Set Up Microsoft System Center Operations Manager Adapter The Set Up Adapter window allows you to add an adapter. The following table provides information about the items displayed in the Set Up Adapter window. Table 69. Set Up Adapter (Microsoft System Center Operations Manager) Field Description Adapter type Use to select the type of adapter that you want to set up. The available adapter types are: ● OpenManage Essentials — Select to set up the OpenManage Essentials adapter.
Table 70. Set Up Adapter (OpenManage Enterprise) (continued) Field Description ● System Center Operations Manager — Select to set up the System Center Operations Manager adapter. ● OpenManage Enterprise — Select to set up the OpenManage Enterprise adapter. Host name / IP address The host name or IP address of the server where OpenManage Enterprise is installed. Name (Optional) An optional name that you want to use for identifying the adapter in SupportAssist Enterprise.
Table 71. Adapter overview pane Field Description Managed by plugin NOTE: This field is displayed only for an OpenManage Enterprise adapter in which the OpenManage Enterprise SupportAssist plugin is installed, registered, and enabled. The total number of devices that are managed by the OpenManage Enterprise SupportAssist plugin.
Table 72. Remote Collectors Field Description ● Copy failed — The Remote Collector could not be copied to the remote server. ● Installation failed — Installation of the Remote Collector could not be completed successfully. ● Configuration failed — SupportAssist Enterprise could not complete the configuring the settings of the Remote Collector. ● Validation failed — SupportAssist Enterprise could not verify if the remote server meets the prerequisites for setting up the Remote Collector.
Table 73. Set Up Remote Collector Field Description Username The user name required to connect to the proxy server. Password The password required to connect to the proxy server. Proxy Exclusion List The IP address range or ranges of devices to which the Remote Collector must communicate directly and not through the proxy server. IP address of devices that communicate through https protocol must be included in the proxy exclusion list.
Proxy Settings The Proxy Settings page enables you to configure the settings of the proxy server available in your environment. At the top of the Proxy Settings page, the navigation trail is displayed. NOTE: Configuring the proxy settings is required only if the server where SupportAssist Enterprise is installed connects to the Internet through a proxy server. The following table provides information about the items displayed in the Proxy Settings page. Table 75.
Table 76. Preferences (continued) Field Description Policy files Select this option to automatically download and install the policy files update whenever it is available. Product support files Select this option to automatically download and install the device support update whenever it is available. Adapter Upgrade Select this option to automatically download and install the adapter update whenever it is available.
Table 76. Preferences Field Description NOTE: For information about the logs that are collected by SupportAssist Enterprise, see the SupportAssist Enterprise Version 2.0.60 Reportable Items document at https://www.dell.com/serviceabilitytools. Storage: Fluid File System (FluidFS) Select Logs to collect logs from the device. Storage: Peer Storage (PS) / EqualLogic ● Select Diagnostic Data (Diags collection) to collect diagnostic information from the device.
Table 77. Contact Information Field Description Preferred contact method Select the preferred contact method. The available options are: ● Phone ● Email Preferred contact hours The preferred hours when Technical Support can contact your primary or secondary contact in case of any issues with the monitored devices. Time Zone The time zone of the primary or secondary contact.
TechDirect login The TechDirect Integration page allows you to access reports and manage SupportAssist alerts in TechDirect. The following table provides information about the items displayed in the TechDirect Integration page. At the top of the TechDirect Integration page, the navigation trail is displayed. Table 78. TechDirect Login Field Description Learn more about TechDirect Opens TechDirect in a new web browser window. Sign In Click to sign in to TechDirect.
Table 80. Connectivity Test Field Description Description Describes the purpose of each test. Connectivity Status Displays an icon and a message that indicates the connectivity status. The possible statuses are: ● Not Configured (applicable only for the SMTP Server test) — The SMTP server settings are not configured in SupportAssist Enterprise. If your company utilizes an SMTP server (email server), it is recommended that you configure SMTP Settings in SupportAssist Enterprise.
23 Error code appendix The following table lists the error codes, error messages, and possible resolutions. Table 82. Error code appendix (continued) Error code Error message Possible resolution 3000_1 3000_2 3000_3 3000_4 3000_5 An unexpected error occurred during the installation of OpenManage Server Administrator (OMSA) on device_name. Do one of the following: ● Select the device in the Devices page, and in the device overview pane, select Install / Upgrade OMSA from the Tasks list.
Table 82. Error code appendix (continued) Error code Error message Possible resolution ● Select the device in the Devices page, and in the device overview pane, select Install / Upgrade OMSA from the Tasks list. ● Manually install the recommended version of OMSA. To identify the recommended version of OMSA, see the SupportAssist Enterprise version 2.0.70 Support Matrix at https://www.dell.com/ serviceabilitytools. If the problem persists, contact Technical Support for assistance.
Table 82. Error code appendix (continued) Error code Error message Possible resolution ● Manually install the recommended version of OMSA. To identify the recommended version of OMSA, see the SupportAssist Enterprise version 2.0.70 Support Matrix at https://www.dell.com/ serviceabilitytools. If the problem persists, contact Technical Support for assistance. 3000_62 The time allowed for OMSA installation has expired. Log on to the device and verify if OMSA is installed.
Table 82. Error code appendix (continued) Error code Error message Possible resolution 5000_12 SNMP settings of the device could not be configured because SupportAssist Enterprise does not support the operating system running on the device. For information on the operating systems supported by SupportAssist Enterprise, see the SupportAssist Enterprise Version 2.0.70 Support Matrix at https:// www.dell.com/serviceabilitytools.
Table 82. Error code appendix (continued) Error code Error message Possible resolution 6000_02 SupportAssist Enterprise is unable to clear System Event Log from device_name because the device is not reachable. Make sure that the device is reachable from the server running SupportAssist Enterprise and then retry the operation. 6000_03 SupportAssist Enterprise is unable to clear System Event Log from device_name because the host name of the device could not be resolved to an IP address.
Table 82. Error code appendix (continued) Error code Error message Possible resolution ● Make sure that the user account has administrator/root privileges. SA-0020 SupportAssist Enterprise is unable to add the device_name because the device is already added. Not applicable. SA-0025 SupportAssist Enterprise is unable to add the device_name because of an unknown error. Verify if the device is supported by SupportAssist Enterprise.
Table 82. Error code appendix (continued) Error code Error message Possible resolution SA-0090 SupportAssist Enterprise has detected that OpenManage Server Administrator (OMSA) version x.x is installed on the device. It is recommended that you download and install OMSA version x.x on the device. SA-0095 SupportAssist Enterprise is unable to verify the OMSA version installed on the device. To resolve the issue, see Unable to verify OMSA version.
Table 82. Error code appendix (continued) Error code Error message Possible resolution SA-0155 SupportAssist Enterprise is unable to add the device_name because it is a Storage PS Series member IP address. Try adding the device again with the Peer Storage PS Series group IP address. SA-0160 The IP address that you have entered is a Dell EMC Peer Storage/Storage PS Series member IP address. Ensure that you add the device by using the group IP address.
Table 82. Error code appendix (continued) Error code Error message Possible resolution SA-20005 SupportAssist Enterprise is unable to set up the adapter adapter_name because the adapter is already installed on the system or the devices associated with the adapter are already added. Not applicable. SA-20010 SupportAssist Enterprise is unable to set up the adapter adapter_name because the name is already in use by another adapter. Retry adding the adapter with another name.
Table 82. Error code appendix (continued) Error code Error message Possible resolution ● The adapter services must be running on the system where the adapter is set up. ● OpenManage Essentials services must be running on the system where the adapter is set up. SA-20090 SupportAssist Enterprise is unable to connect to Ensure that OpenManage Essentials services are the adapter adapter_name because the OpenManage running on the system where the adapter is setup and Essentials services are not running.
Table 82. Error code appendix (continued) Error code Error message Possible resolution OpenManage Essentials installed on the system is not compatible with the OpenManage Essentials adapter. SA-20160 SupportAssist Enterprise is unable to set up the adapter adapter_name because the Microsoft .NET package is not installed on the system. Ensure that the Microsoft .NET package is installed on the remote system and then retry the operation.
Table 82. Error code appendix (continued) Error code Error message Possible resolution SA-20610 SupportAssist Enterprise is unable to set up the adapter for the host hostname/IP address because the credentials are incorrect. Ensure that the credentials of the host are correct and then try setting up the adapter. SA-20615 SA-20620 SupportAssist Enterprise is unable to inventory devices through the adapter because a connection could not be established with the host/management console.
Table 82. Error code appendix (continued) Error code Error message Possible resolution SA-21005 SupportAssist Enterprise is unable to edit the details of the adapter adapter_name because the name is already in use by another adapter. Enter any other name for the adapter and retry. SA-21010 SupportAssist Enterprise is unable to edit the details Retry editing the details of the adapter after some of the adapter adapter_name because of an unknown time. error.
Table 82. Error code appendix (continued) Error code Error message Possible resolution SA-30406 SupportAssist Enterprise is unable to delete the Remote Collector Remote Collector_name because another operation is currently in progress. Retry the operation after some time. SA-30408 SupportAssist Enterprise is unable to update the details of the Remote Collector Remote Collector_name because the name is already in use by another Remote Collector. Provide any other name and retry.
Table 82. Error code appendix (continued) Error code Error message Possible resolution SA-30419 SupportAssist Enterprise is unable to set up the Remote Collector Remote Collector_name because the Remote Collector installer could not be copied to the remote system. Ensure that the remote system is reachable. Verify the credentials of the remote system and then retry the operation.
Table 82. Error code appendix (continued) Error code Error message Possible resolution SA-30431 SupportAssist Enterprise is unable to update the details of the Remote Collector Remote Collector_name because the Remote Collector configuration on the remote system was not successful. Ensure that the remote system is reachable. Verify the credentials of the remote system and then retry the operation.
Table 82. Error code appendix (continued) Error code Error message Possible resolution SA-4040 SA-4073 SA-4074 SupportAssist Enterprise is unable to package the system information collected from the device device_name because of an unknown error. ● To retry collecting the system information, select the device and click Start Collection. SA-4073 SA-4074 SupportAssist Enterprise is unable to package the system information collected from the device_name because of an unknown error.
Table 82. Error code appendix (continued) Error code Error message Possible resolution SA-4135 SA-4140 SupportAssist Enterprise is unable to collect system information from the device_name because an attempt to connect to the device is unsuccessful. ● Make sure that vSphere SDK service is running on the device. ● To retry collecting the system information, select the device and click Start Collection.
Table 82. Error code appendix (continued) Error code Error message Possible resolution SA-4185 SupportAssist Enterprise is unable to collect system information from the device_name because of an attempt to connect to the device is unsuccessful. ● Make sure SupportAssist Enterprise is updated with the credentials of a user account that has root privileges. See Configuring sudo access for SupportAssist Enterprise (Linux).
Table 82. Error code appendix (continued) Error code Error message Possible resolution ● To retry collecting the system information, select the device and click Start Collection. If the problem persists, contact Dell EMC Technical Support for assistance. SA-4514 SA-15014 SupportAssist Enterprise is unable to send the collected system information from the device_name because the collection file is corrupted.
Table 82. Error code appendix Error code Error message Possible resolution SA-4525 Uploaded collection file from device_name was deleted because a potential security risk was detected. For information on security risks, see the SupportAssist Enterprise Version 2.0.70 User's Guide at https://www.dell.com/serviceabilitytools. SA-4530 Upload of the system information collected from device_name was unsuccessful because the upload process exceeded the defined time limit.
24 SupportAssist Enterprise resources This section provides information about the documentation resources and other useful links that provide more information about SupportAssist Enterprise. Table 83. SupportAssist Enterprise resources For more information about See Available at Minimum requirements, deployment methods, and product features SupportAssist Enterprise Version 2.0.
25 Contacting Dell EMC About this task NOTE: If you do not have an active Internet connection, you can find contact information about your purchase invoice, packing slip, bill, or Dell EMC product catalog. Dell EMC provides several online and telephone-based support and service options. Availability varies by country or region and product, and some services may not be available in your area. Steps 1.
