SupportAssist Enterprise Version 2.0.50 User's Guide July 2020 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. © 2020 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 features in this release............................................................................................................................................... 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.................................................................................... 101 Configure email notification settings................................................................................................................................101 Configure SMTP server settings..................................................................................................................................... 102 Types of email notifications...............
Manually configure alert destination of server running Linux.................................................................................128 Manually configure alert destination of iDRAC using the web interface.................................................................... 129 Manually configure alert destination of networking device.......................................................................................... 129 Chapter 19: Managing SupportAssist Enterprise alerts in TechDirect.......
Unable to configure SNMP............................................................................................................................................... 151 Unable to verify SNMP configuration............................................................................................................................. 152 Unable to install OMSA.....................................................................................................................................................
Discovery Rule Details................................................................................................................................................. 183 Discovery Rule Current Iteration Status................................................................................................................... 183 Recent Activity.............................................................................................................................................................
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.
NOTE: Remote monitoring, case creation, and periodic collection of system information from Storage SC Series devices is supported through the SupportAssist solution that is available on the device.
manually start the collection and upload of system information from your devices to Dell EMC. For more information about the restrictions that apply when using SupportAssist Enterprise without registration, see Using SupportAssist Enterprise without registration. NOTE: SupportAssist Enterprise does not create a support case for every alert received from a monitored device.
NOTE: SupportAssist Enterprise also detects hardware issues in devices with a Dell EMC Basic Hardware service contract. However, a support case is not created automatically for devices with a Basic Hardware service contract. * Predictive detection of hardware failures is applicable only for the batteries, hard drives, backplanes, and expanders of yx2x and later generation of PowerEdge servers that have PowerEdge RAID Controller (PERC) Series 5 to 10.
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) If you want to manage a set of devices as a group, create one or more device groups based on your preference.
NOTE: In most cases, part or all of the system information collected by SupportAssist Enterprise is required by Technical Support to properly diagnose issues and provide an appropriate resolution. To receive the full benefits of SupportAssist Enterprise, you must enable all the system information collection options. Download the SupportAssist Enterprise installation package Prerequisites The system must have Internet connectivity.
• • The number of devices you want to monitor The SupportAssist Enterprise functionality you want to use by either collection of system information only or both monitoring and collection of system information You can install SupportAssist Enterprise on a Virtual Machine (VM) or on a x9xx or later generation PowerEdge server. NOTE: For more information on the hardware requirements for installing and using SupportAssist Enterprise, see the Dell EMC SupportAssist Enterprise Version 2.0.
Software requirements You can install SupportAssist Enterprise on a supported Windows or Linux operating system. After installing SupportAssist Enterprise, you can view the SupportAssist Enterprise user interface by using a web browser. The following section provides information about the operating system requirements for installing and using SupportAssist Enterprise.
• • • Mozilla Firefox 31 or later Google Chrome 59 or later Microsoft Edge 38 or later NOTE: Transport Layer Security (TLS) version 1.2 must be enabled on the web browser. NOTE: To open SupportAssist Enterprise by using Internet Explorer: • In the Security tab, enable Active Scripting. • In the Advanced tab, enable Play animations in web pages.
Figure 1. 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 ports that must be open on the local system. Table 5.
Table 5.
Table 6. Network ports required for discovering devices and collecting system information (continued) Device Protocol for discovery and collection Port HIT Kit/VSM for VMware SSH 22 vCenter HTTPS 443 SCVMM WMI 135 XC Series of Web-Scale hyperconverged appliances REST and SSH 9440 and 22 Virtual Machine - Windows WMI 135 Virtual Machine - Linux SSH 22 The following table lists the network ports that are required for uploading the collected system information. Table 7.
• • • • Edit an account credential. Assign a credential profile. Edit a credential profile. Perform periodic validation of device credentials. Installing SupportAssist Enterprise About this task You can install SupportAssist Enterprise by using either the SupportAssist Enterprise installer package or the OpenManage Essentials installer package. The following sections provide the instructions to install SupportAssist Enterprise on Windows or Linux operating systems.
Installing SupportAssist Enterprise by using the SupportAssist Enterprise installer package Install SupportAssist Enterprise on Windows Prerequisites • • • Download the SupportAssist Enterprise installation package for Windows operating systems. See Downloading the SupportAssist Enterprise installation package. Log in to the system with Administrator privileges. The system must meet the requirements for installing SupportAssist Enterprise.
Figure 2. Login page 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 Opening 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.
6. Type Enter-PSSession -ComputerName Credential ~\ and press Enter. Example: Enter-PSSession -ComputerName "10.49.18.20" -Credential ~\Administrator 7. Type the password and press Enter. 8. Create a folder. 9. Type Exit and press Enter to end the remote connection. 10.
Figure 3. Login page NOTE: Installing and using SupportAssist Enterprise requires that you allow Dell EMC to save certain Personally Identifiable Information (PII) such as your contact information, device credentials, and so on. SupportAssist Enterprise installation cannot proceed unless you agree to allow Dell EMC to save your PII. NOTE: If you are using a Linux terminal emulator such as PuTTY to remotely install SupportAssist Enterprise, the SupportAssist Enterprise login page is not displayed.
• Net-SNMP must be installed on the system. For information on installing Net-SNMP, see Install Net-SNMP (Linux only). NOTE: If you choose to install Net-SNMP after installing SupportAssist Enterprise, ensure that you run the script file, snmptrapdServiceConfiguration.sh, after installing Net-SNMP. The script file will be available at /opt/ dell/supportassist/scripts after the installation of SupportAssist Enterprise is completed.
3. If OpenManage Essentials version 2.5 or later is not installed on the system, make sure that Dell EMC OpenManage Essentials is selected. 4. Select Dell EMC SupportAssist Enterprise, and then click Install. If you selected Dell EMC OpenManage Essentials and Dell EMC SupportAssist Enterprise, installation of OpenManage Essentials is completed and then SupportAssist Enterprise is installed. The system prerequisites for installing SupportAssist Enterprise are verified.
3. Click Upgrade. If the default SupportAssist Enterprise ports (9099 and 2424) are already in use, the Port Settings page is displayed. Else, the Install Wizard Completed window is displayed. 4. If the Port Settings page is displayed, perform one of the following: • • Ensure that no other application is configured to use ports 9099 and 2424. Enter custom port numbers. NOTE: Ensure that you enter a valid port number which is not in use and within the range 1025 to 65535. 5. Click Finish.
Table 11. Availability of capabilities or features without registration Capabilities or features that are available Capabilities or features that are not available • Set up automated parts dispatch NOTE: Registration of SupportAssist Enterprise is optional. However, it is recommended that you complete the registration to receive the full benefits of the automated support capabilities of SupportAssist Enterprise.
NOTE: Ensure that you use an English keyboard layout to type data in the Phone number, Alternate phone number, and Email address fields. If a native keyboard layout or non-English language is used to type data in these fields, an error message is displayed. NOTE: After registering SupportAssist Enterprise, you can update the primary contact information and also provide a secondary contact information. If the primary contact is unavailable, Dell EMC contacts your company through the secondary contact.
• • (Optional) Update the contact details of the primary and secondary SupportAssist Enterprise contacts and provide a parts dispatch address. See View and update the contact information on page 95. (Optional) If you want to manage a set of devices as a group, create one or more device groups based on your preference. See Device grouping on page 80.
https://:5700/SupportAssist For example, https://10.25.35.1:5700/SupportAssist NOTE: When typing the address, ensure that you type SupportAssist with the S and A in uppercase. ○ If you are using Internet Explorer, the following message may be displayed: There is a problem with this website’s security certificate. To open SupportAssist Enterprise, click Continue to this website (not recommended).
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 2.0.50 Support Matrix at https://www.dell.com/serviceabilitytools. Table 12.
Table 12. Device types and applicable devices (continued) Device Type Devices that you can add • Linux Add a server or hypervisor Prerequisites • • You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users on page 124. The device must be reachable from the server where SupportAssist Enterprise is installed.
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: • • 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.
NOTE: If the device displays an error status, click the error link to see a description of the issue and the possible resolution steps. To retry the OMSA installation or SNMP configuration, you can use the Tasks list available on the device overview pane. Next steps (Optional) You can also add the server in SupportAssist Enterprise by using the iDRAC details.
7. If you want SupportAssist Enterprise to monitor hardware issues that may occur on the device, select the Enable Monitoring and Configure SNMP Settings options. NOTE: If the registration is completed, by default, the Enable Monitoring and Configure SNMP Settings options are selected. If the registration is not completed, when you select the Enable Monitoring option, you are requested to complete the registration.
Add a chassis Prerequisites • • • • You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. The device must be reachable from the server where SupportAssist Enterprise is installed. Port 22, 161, and 443 must be open on the device. Secure Shell (SSH) service must be running on the device. About this task SupportAssist Enterprise can monitor hardware issues and collect system information from chassis.
If you do not select a device group, the device is assigned to the Default device group. For information on the Default device group, see Predefined device groups. 11. Click Finish. The device is added to the device inventory and the Summary page is displayed. 12. Click OK to close the Add Single Device wizard. Next steps CAUTION: If the device is not configured to forward alerts, SupportAssist Enterprise cannot detect hardware issues that may occur on the device.
• • 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. To enter the profile details, follow steps 3 to 7 in Create credential profile on page 87. If you did not select the Perform deep discovery option, select the Account Credentials that you want to assign to the device.
3. From the Select device type list, select PowerVault. 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. To discover and add other supported device types that may be associated with the device, select Perform deep discovery. 6. If desired, type a name for the device in the appropriate field.
The Add Single Device wizard is displayed. 3. From the Select device type list, select Peer Storage (PS) / EqualLogic. 4. Type the host name or IP address of the Storage PS Series group 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. To discover and add other supported device types that may be associated with the Storage PS Series device, select Perform deep discovery.
2. Click Add Devices. The Add Single Device wizard is displayed. 3. From the Select device type list, select Storage Center (SC) / Compellent. 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. If desired, type a name for 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. If desired, type a name for the device in the appropriate field. 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. 6.
7. 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 on page 85. 8. If desired, 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.
10. Click Finish. The device is added to the device inventory and the Summary page is displayed. 11. Click OK to close the Add Single Device wizard. 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.
Table 13.
• The required network ports must be open on the device. For the network port requirements on the remote device, see Network requirements on page 19. About this task You can use the Duplicate feature to quickly add a device that is of the same type as a device that you have already added. For example, if you have already added a remote server, you select that server and click Duplicate to start adding another remote server. Steps 1. Point to Devices and click View Devices. The Devices page is displayed.
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.
Steps 1. Point to Devices and click 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. Type the IP address or IP address range of the devices that you want to discover. To add another IP address range, click Add another range, and then type the IP address range of the devices.
Run the discovery rule Prerequisites • • You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users on page 124. 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. Point to Devices and click 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.
The device overview pane is displayed. 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.
The support case displays a Suspended status. 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.
The list of all cases that were opened by SupportAssist are displayed. 3. Select the support case that you want to close. 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.
Sorting the displayed data About this task 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.
• • 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. NOTE: The total count of devices in Site Inventory Validation may not match with the total number of devices that you have added or discovered in SupportAssist Enterprise.
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 2.0.50 Support Matrix at https://www.dell.com/serviceabilitytools.
○ 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. During the set-up, SupportAssist Enterprise installs the adapter on the system running OpenManage Essentials, and then inventories the devices.
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. For more information about the approximate time that is taken to assign credential profiles, see Approximate time required to assign Credential Profile on page 71.
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 2.0.50 Support Matrix at https://www.dell.com/serviceabilitytools. Steps 1. Point to Extensions and click 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.
• • • • • • • PowerEdge M1000e PowerEdge VRTX PowerEdge FX2/ FX2s PowerEdge MX7000 PowerEdge XE2420 Storage SC Series devices (previously Compellent) Dell Networking devices—OS9 and OS10 NOTE: OS10 support is limited only to PowerEdge MX7000 switches. • • • • OEM devices IOM devices Storage MD Series arrays (previously PowerVault) Storage ME4 Series arrays NOTE: One OpenManage Enterprise adapter can inventory and add devices from multiple OpenManage Enterprise instances. Steps 1.
• Select a device and click Edit to assign a Credential Account. 3. Repeat step 2 until you have assigned the correct credential profile or account credentials to all devices. NOTE: When the OpenManage Enterprise services are suspended and resumed, the OpenManage Enterprise adapter will only retrieve alerts that have occurred in the last 12 hours for devices that are added in SupportAssist Enterprise through the OpenManage Enterprise adapter.
The adapter overview pane is displayed. 3. Click Sync now. Edit 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 You can edit the details of the adapter to update any of the following: • • • • Credentials of the server where the adapter is set up Inventory frequency Credential Profile Name Steps 1. Point to Extensions and click Manage Adapters.
The following table provides the approximate time required to assign a Credential Profile depending upon the number of devices. Table 17.
• The Remote Collector must be able to connect to https://is.us.dell.com/*, the file upload server and related services. The following table lists the network bandwidth requirements for collecting system information from devices. Table 19. Network bandwidth requirements Devices Monitoring Collecting System Information LAN bandwidth* WAN bandwidth** 1 No Yes 10 Mbps 5 Mbps 20 Yes Yes 0.5 Gbps 10 Mbps Up to 100 Yes Yes 0.5 Gbps 10 Mbps Up to 300 Yes Yes 0.
Figure 4. 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 required for discovering devices and collecting system information. Table 20.
Table 20. Network ports required for discovering devices and collecting system information (continued) Device Protocol for discovery and collection Port If you have iDRAC9 with firmware version 4.x installed: • • WSMan protocol is used to configure alert destination of the server. REST protocol is used to send and receive information from SupportAssist Enterprise.
Table 21. Network ports required for uploading the collected system information (continued) Source Destination Port File Retrieval Service (FRS) The following table lists the network ports required for collecting system information. Table 22.
a. Select IP address / range. b. Type the IP address or IP address ranges of the devices that you want to associate with the Remote Collector. c. To add multiple IP address ranges, click Add IP address range, and then type the IP address range of the devices. You can add up to five different IP address ranges by using one of the following formats: • • • • • • 193.109.112.99 193.109.112.* 193.104.20-40.* 192.168.*.* 192.168.2-51.3-91 193.109.112.
2. Perform one of the following: • • If you have set up the Remote Collector on a server running Windows — Browse to :\Program Files\Dell\SupportAssist\Reports folder. If you have set up the Remote Collector on a server running Linux — Browse to \opt\Dell\supportassist\reports folder. 3. Extract the appropriate collection .zip file and then double click the index.html file.
Steps 1. Point to Extensions and click Manage Remote Collectors. The Remote Collectors page is displayed. 2. Select the Remote Collector that you want to update and click Edit. The Edit Remote Collector window is displayed. 3. Edit the name, IP address range, user name, password, proxy details, and the proxy exclusion list as required. 4. Click Update.
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. About this task To view the device groups: Steps To view the device groups, point to Devices and click Manage Device Groups. The Device Groups page is displayed.
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.
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. When the device group credentials are configured: • SupportAssist uses the device group credentials (not the default credentials) to collect system information from the device type.
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. To copy the already provided contact information, click the appropriate link. The Primary Shipping Contact information is populated. 8.
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. Point to Devices > Manage Credentials and click 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.
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.
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. See Granting elevated or administrative privileges to users. The Credential Profile that you want to delete must not be assigned to any device.
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. Point to Settings and click 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. Point to Devices and click 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 2.0.50 Support Matrix at Dell.com/ServiceabilityTools.
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. View and update the contact information You can update the primary contact details and also provide secondary contact information.
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. Select the time zone and type your shipping address in the appropriate fields. c. Type any specific dispatch related information in the Dispatch notes section.
Steps 1. Point to Settings and click Proxy Settings. The Proxy Settings page is displayed. 2. Select Use proxy server. NOTE: SupportAssist Enterprise supports Windows NT LAN Manager (NTLM) and basic proxy authentication protocols. 3. Type the host name or IP address, and port number of the proxy server in the appropriate fields. NOTE: If the user name and password required to connect to the proxy server are not provided, SupportAssist Enterprise connects to the proxy server as an anonymous user. 4.
By default, SupportAssist Enterprise automatically tests connectivity to the dependent resources every day at 11 p.m. (time as on the server where SupportAssist Enterprise is installed), and displays the result in the Status column. If there is an issue with connectivity to a dependent resource, a status email is sent to your primary and secondary SupportAssist Enterprise contacts. You can also test SupportAssist Enterprise connectivity to the dependent resources at any time.
• An SEL full error message is displayed. CAUTION: Clearing the SEL removes the event history of the server. Steps 1. Point to Devices and click View Devices. The Devices page is displayed. 2. Select the server where you want to clear the System Event Log. NOTE: If OMSA is not installed on a device that you have added in SupportAssist Enterprise with the Device Type as Server, the Clear System Event Log option is disabled. The device overview pane is displayed at the right side of the Devices page. 3.
Enable or disable automatic updates Enabling automatic updates ensures that SupportAssist Enterprise is automatically updated whenever updates are available. Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups on page 122 and Granting elevated or administrative privileges to users on page 124. Steps 1. Point to Settings and click Preferences. The Preferences page is displayed. 2.
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.
Configure SMTP server settings Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups on page 122 and Granting elevated or administrative privileges to users on page 124. 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 (continued) Email notification type When the email notification is sent Origin of the email notification NOTE: The connectivity test alert notification is sent only if an issue is detected with connectivity to dependent resources. Automatic maintenance mode If an alert storm received from a device has resulted in SupportAssist Enterprise placing the device automatically in maintenance mode. Device status alert At 11 p.m.
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.
• • • • • NOTE: If the server you have added for agent-based monitoring does not have OMSA installed, periodic collections from the device will not include storage and system details. 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.
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 on page 122 and Granting elevated or administrative privileges to users on page 124. 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.
NOTE: If your devices have an active ProSupport Plus, ProSupport Flex for Data Center, or ProSupport One for Data Center service contract, when the Include identification information in data sent to Dell option is disabled, you will not receive some reporting information about your devices. Steps 1. Point to Settings and click Preferences. The Preferences page is displayed. 2.
Enable or disable the automatic upload of collections Prerequisites You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups on page 122 and Granting elevated or administrative privileges to users on page 124. About this task By default, the system state information is collected from your devices by SupportAssist Enterprise and sent to Dell EMC. If required, you can disable the automatic upload of collections.
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. Point to Devices and click 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 (continued) 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 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.
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. The Analytics Collections page is displayed. 2. In the File Download column, click the required link.
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.
Start the collection of system information from a single device Prerequisites • • Ensure that you have completed setting up SupportAssist Enterprise. See Set up SupportAssist Enterprise for collecting and sending system information on page 116. You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups on page 122 and Granting elevated or administrative privileges to users on page 124.
3. From the Collection Purpose list, select a reason for the collection. The Start Collection link is enabled. 4. Click Start Collection. The Multiple Device Collection window is displayed. 5. (Optional) Type a name for the collection bundle, support case number, and the name or email address of the Technical Support contact. 6. If you want SupportAssist Enterprise to upload the collection bundle to Dell EMC, ensure that the Upload Collection option is selected.
Upload a collection from a disconnected site About this task When internet connectivity is available, SupportAssist Enterprise automatically collects and sends system information from your devices to Dell EMC. If the server where SupportAssist Enterprise is installed or the server where the Remote Collector is set up does not have internet connectivity, you can choose to manually upload collections to Dell EMC. Steps 1. Perform a collection from the device.
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 on page 122 and Granting elevated or administrative privileges to users on page 124. Steps 1. Point to Settings and click 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.
Granting elevated or administrative privileges to users About this task You can grant elevated or administrative privileges to users by adding them to specific user groups on the system where SupportAssist Enterprise is installed. The user groups to which a user must be added to grant elevated or administrative privileges vary depending on the operating system where SupportAssist Enterprise is installed.
3. To add an existing user account to a SupportAssist Enterprise user group, use the following syntax: usermod –G SupportAssist_Enterprise_user_group_name User_name For example: • • To add an existing user account (for example, User1) to the SupportAssistAdmins user group, type usermod –G SupportAssistAdmins User1 and press Enter. To add an existing user account (for example, User2) to the SupportAssistUsers user group, type usermod –G SupportAssistUsers User2 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.
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.
4. In the Manage SupportAssist Alerts tile, click Manage. The SupportAssist Alerts page is displayed. 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.
Table 28. Alert actions TechDirect account type Available actions Description Administrator and Technician Users Take Ownership Individual Technician Users under a TechDirect account can see all SupportAssist Enterprise alerts as they arrive. A Technician User may take ownership of an alert. Technician Users may not reassign alerts, only the TechDirect Administrator for the account may reassign alerts. Update Displays the Details page that allows you to add a note or an attachment about the alert.
20 Other useful information This chapter provides additional information that you may require while using SupportAssist Enterprise.
you 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 Dell EMC's yx2x and later generations of PowerEdge servers 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.
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.
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.com/serviceabilitytools. NOTE: You can perform a maximum of 10 operations such as adding devices and collecting system information, in parallel. Before you query the operation status and operation ID, ensure that there is a minimum delay of 5 seconds. Steps 1.
Table 29. Primary device and its associated devices discovered by deep discovery (continued) Primary Device Associated devices discovered by deep discovery Storage PS Series group • • Storage MD Series Enclosure JBODs Networking - management switch Member switches Web-scale converged appliances • • Storage PS Series members Storage PS Series FluidFS Controller VM Node (iDRAC / ESX) * On deep discovery of chassis, discovery of the iDRAC (modular servers) is supported only for iDRAC7 or later.
Table 30. Device grouping in association view (continued) Primary Device Associated devices • 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.
Steps 1. Open the terminal window on the device running the Linux operating system. 2. Type the following commands based on the operating system: • • • Red Hat Enterprise Linux, CentOS, and VMware ESX: yum install net-snmp Oracle Linux: rpm -ivh net-snmp-x.x-xx.x.x.xxx.x86_64.rpm, where x.x-xx.x.x.xxx.x represents the version number included in the rpm file name. SUSE Linux Enterprise Server: a. zypper addrepo http://download.opensuse.org/repositories/net-snmp:factory/SLE_12/netsnmp:factory.repo b.
• • ○ 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.com, apidp.dell.com, and api.dell.com. You can use a telnet client to test the connection. For example, use the following command: is.us.dell.com 443 On the server where SupportAssist Enterprise is installed, verify if the network settings are correct.
To access context-sensitive help, click the browser window. icon that appears in the user interface. Context-sensitive help is displayed in a new View SupportAssist Enterprise product information Steps Click About in the SupportAssist Enterprise header area or on the log in page.
NOTE: If you have set up an adapter or a Remote Collector, you are prompted to delete the adapter or Remote Collector before you uninstall SupportAssist Enterprise. The Feedback window is displayed. 5. Select an appropriate reason from the Select an option list, provide your comments, and click Remove. The Remove the Program window is displayed. 6. Click Remove. NOTE: In Windows Server 2016, the User Account Control dialog box may be displayed more than once while the uninstallation is in progress.
• y denotes alphabets M, R, and T. The alphabets denote the type of server as follows: M = Modular; R = Rack; T = Tower The following table provides information about the various series of PowerEdge servers and their model representation: Table 31.
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.
○ 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. Verify if the Dell SupportAssist Service is running. For instructions to verify the status of the SupportAssist Service, see SupportAssist service.
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 port 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 If a device displays the • • OMSA not supported status: 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 If a device displays an • • • • • Unable to reach device status: Click the error status link in the Status column on the Devices page to view the possible resolution steps.
• If the error message states that SupportAssist Enterprise is unable to gather system information from the device because the SSL encryption level of the device is set to 256 bit or higher: 1. Download the Zulu Cryptographic Extension Kit available at the Azul Systems website. 2. Extract the downloaded file. 3. Copy the local_policy.jar and US_export_policy.
• ○ 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. ○ 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.
Authentication failed If a device displays an • • Authentication failed status: Click the error status link in the Status column to view the possible resolution steps. Verify if the device credentials (user name and password) you provided are correct. Server • • If you added the device by providing the operating system details (agent-based monitoring) and the device is running a Windows operating system: ○ Verify if the credentials you provided have administrator rights on the device.
○ 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. Ensure that port 443 is open on the device. Ensure that firmware version 4.x or later is installed on the device for the collection of system information.
Clear the System Event Log by using OMSA Prerequisites Ensure that you are logged in to OMSA with administrative privileges. About this task If OMSA is installed on the device, you can perform the following steps to clear the System Event Log.
• ○ Verify if the credentials you provided have root, super user, or sudo user rights on the device. If you provide the user name and password of a sudo user, ensure that the sudo user is configured for SupportAssist Enterprise. See Configure sudo access for SupportAssist Enterprise (Linux). ○ Verify if the Secure Shell (SSH) service is running on the device. ○ Verify if SSH password authentication is enabled (enabled by default).
Virtual machine • • • Ensure that you are logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users. Ensure that the system hosting the virtual machine is reachable from the server where SupportAssist Enterprise is installed. Ensure that the required ports and protocols are enabled on the network. See Network port requirements.
• On Windows — :\Program Files\Dell \SupportAssist\logs • On Linux — /opt/dell/supportassist/logs 3. To verify if the SupportAssist Enterprise application can connect to the SupportAssist Enterprise server hosted by Dell EMC, perform the connectivity test. See Perform the connectivity test. • • If the server is responding, a success message is displayed in the user interface. If not, the server may be unreachable.
Verify the status of SupportAssist Enterprise services on Ubuntu and Debian To verify the status of the SupportAssist Enterprise services on Ubuntu and Debian operating systems: Steps 1. Open the terminal window on the system where SupportAssist Enterprise is installed. 2. Type systemctl status supportassist.service and press Enter. The status of the Dell EMC SupportAssist Enterprise service is displayed. 3. Type systemctl status supportassistdatabase.service and press Enter.
SSH service You can use the following commands to verify the status of the SSH service and to start the service (if required): • • service sshd status — Displays the status of the SSH service. service sshd start — Starts the SSH service. Security If the Edit Credentials or Start Collection links remain disabled even after selecting a device in the Devices page, ensure that you are logged in to SupportAssist Enterprise with elevated or administrative privileges.
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 33. Banners in the SupportAssist Enterprise header area Banner Description Not registered This banner is displayed if you have not completed the registration of SupportAssist Enterprise. The not registered banner displays the following options: • • • Update available 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.
• • • • Extensions Settings Network Connectivity Test SupportAssist Enterprise test 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.
Table 35. Registration (continued) Field Description Email address The email address of the primary contact. SupportAssist Enterprise email notifications are sent to this email address. Time zone The time zone of the primary contact. 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.
Summary The Summary page allows you to complete the setup. Click Finish to open the SupportAssist Enterprise Devices page. Login page The following table describes the fields displayed in the SupportAssist Enterprise login page. Table 36. Login page Field Description Username User name required to log in to SupportAssist Enterprise. Password Password required to log in to SupportAssist Enterprise. Login Click to log in to SupportAssist Enterprise.
○ Suspend Activity 24 hours—To request Technical Support to suspend activities that are related to a support case for 24 hours. After 24 hours, Technical Support automatically resumes activities that are related to the support case. ○ Resume Activity—To request Technical Support to resume activities that are related to a support case. NOTE: The Resume Activity option is enabled only if you had previously requested to suspend activities that are related to a support case.
Table 38. Cases page (continued) Column name Description • • • • • • Expired Service Contract—The service contract of the device has expired. Basic Support—The device is covered under a Dell EMC Basic Hardware service contract. ProSupport—The device is covered under a Dell EMC ProSupport service contract. ProSupport Plus—The device is covered under a Dell EMC ProSupport Plus service contract. ProSupport Flex for Data Center—The device is covered under a ProSupport Flex for Data Center service contract.
• ○ Model ○ Name / IP Address ○ Operating System Search term — To enter the search keyword. NOTE: You must enter a minimum of three characters to perform the search. • • • • • • • • Add Device — To add a device. Start Collection — To initiate a single device or multiple device collections. Edit — To update the name and account credentials of the device. Delete — To delete a device from SupportAssist Enterprise. Collection Purpose — To select a reason for performing a multiple device collection.
Table 39. Devices page (continued) Column name Description ▪ ▪ Collection for support case in progress Sending collection for support case NOTE: If a hardware issue is detected on a device with a Dell EMC Basic Service contract, the automated collection is initiated. However, a support case is not created for that device.
• Devices Added • ○ SupportAssist Enterprise ○ Adapters Device Management ○ Managed—Displays devices monitored by SupportAssist Enterprise. ○ Not Managed—Displays devices on which SupportAssist monitoring is disabled or not available. NOTE: The devices in the Staging and Inactive groups are not displayed. The Devices page also displays the following panes based on your actions: • • Device overview pane—When only a single device is selected. See Device overview pane on page 175.
Table 40. Add Single Device (continued) Field Description 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. NOTE: The Configure SNMP settings option is displayed only for the following Device Types: Server, iDRAC, and Hypervisor.
Device overview pane The device overview pane displays the details of a device and allows you to perform certain operations on that device. This pane is displayed when you select only a single device in the Devices page. Table 43. Device overview pane Field Description Tasks • • Clear System Event Log — To clear the System Event Log (SEL) or Embedded System Management (ESM) log. Check for Cases — To check for support cases that are present for a device.
Table 43. Device overview pane (continued) Field Description • Installing OMSA — Installation or upgrade of Dell EMC OpenManage Server Administrator (OMSA) is in progress. • Configuring SNMP — Configuring the SNMP settings of the device is in progress. • Clearing System Event Log — Clearing of the System Event Log is in progress. • System Event Log cleared — System Event Log has been cleared successfully.
Table 43. Device overview pane (continued) Field Description • OMSA not supported — Installation of OMSA is not supported. • Unable to reach device — SupportAssist Enterprise is unable to communicate with the device. • 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.
Table 43. Device overview pane (continued) Field Description Software (for Chassis, networking, and other devices) Displays the firmware version installed on the device. iSM (for iDRAC) Displays the iSM version installed on the device. OMSA (for servers) Displays the OMSA version installed on the device. Duplicate Click to add a device that is of the same type as a device that you have already added.
Validation test status The following table provides information about the items displayed in the Validation test section on the Site Inventory Validation page. Table 45. 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.
Table 47. 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. On the Manage Devices window: • • The Default pane displays all devices that are not included in the Default group.
Table 49. Create or Edit Device Group (continued) Field Description 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. Email address The email address of the primary or secondary contact. Preferred contact method Select the preferred contact method.
Table 49. Create or Edit Device Group (continued) Field Description 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 51. Create or Edit Device Discovery Rule (continued) Field Description The available device types are: • • • • • • • • • • • Chassis Fluid File System (FluidFS) iDRAC Networking Peer Storage (PS) / EqualLogic PowerVault Server / Hypervisor Software Solution Storage Center (SC) / Compellent Virtual Machine Perform deep discovery To discover devices and their associated device types.
Table 53. Discovery Rule Current Iteration Status Field Description Status The status of the discovery rule. The following are the available statuses: • • • • Success—Number of devices added successfully. Staging—Number of devices moved to the staging group. Inactive—Number of inactive devices. Failed—Number of failed devices. Devices The device count. Export CSV Click to export the list of devices that were not discovered as a CSV file.
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 56. Manage Account Credentials Field Description Add Credentials Click to add Account Credentials. Edit Click to edit Account Credentials. Delete Click to delete Account Credentials.
Table 57. Add Account Credentials (continued) Field Description • ESXi NOTE: The Operating system type option is displayed only for the Server / Hypervisor device type. Software Type The list of software types. The available software types are: • • • • SCVMM vCenter SAN HQ HIT Kit / VSM for VMware NOTE: The Software Type option is displayed only for the Software device type. NOTE: If SupportAssist Enterprise is installed on a Linux operating system, adding SCVMM and SAN HQ is not supported.
Table 58. Edit Account Credentials (continued) 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 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. Add Credential Profile (continued) Field Description Check box Use to select a device type. Device Type The list of device types that you can select. The available device types are: • • • • • • • • • • Chassis Fluid File System (FluidFS) iDRAC Networking Peer Storage (PS) / EqualLogic PowerVault Server / Hypervisor Software Solution Storage Center (SC) / Compellent Account Credentials The Account Credentials that you have created for the specific device type.
• Search by — To search by a specific category of displayed data. The available options are: • ○ Service Tag ○ Name / IP Address Search term — To enter the search keyword. NOTE: You must enter a minimum of 3 characters to perform the search. • Upload — To upload a collection to Dell EMC. The following table describes the information displayed in the Collections page. Table 62.
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 63. Collection overview pane Field Description Name The name assigned of the collection. Upload status The status of the collection upload.
Extensions The extensions available in SupportAssist Enterprise enables 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 OpenManage Essentials, Microsoft System Center Operations Manager, or OpenManage Enterprise.
Table 65. Adapters (continued) Field Description • • • Awaiting connection — SupportAssist Enterprise is waiting for the adapter service to start. Connection in progress — SupportAssist Enterprise is trying to connect to the adapter. Assigning Profile — The Credential Profile is being applied to the inventoried devices. The total number of inventoried devices and the count of devices to which the profile is applied is also displayed.
Table 67. Set Up Adapter (Microsoft System Center Operations Manager) (continued) Field Description • • • OpenManage Essentials — Select to set up the OpenManage Essentials adapter. System Center Operations Manager — Select to set up the System Center Operations Manager adapter. OpenManage Enterprise — Select to set up the OpenManage Enterprise adapter. Name (Optional) An optional name that you want to use for identifying the adapter in SupportAssist Enterprise.
Table 68. Set Up Adapter (OpenManage Enterprise) (continued) Field Description Name (Optional) An optional name that you want to use for identifying the adapter in SupportAssist Enterprise. User name The user name required to connect to the server where OpenManage Enterprise is installed. Password The password required to connect to the server where OpenManage Enterprise is installed.
Table 70. Remote Collectors (continued) Field Description Edit Click to edit the details of a Remote Collector. Delete Click to delete a Remote Collector. Check box Use to select a Remote Collector that you have set up. Name The name that you have provided for the Remote Collector and the host name or IP address of the server where the Remote Collector is set up. Managed Devices The total number of devices that are associated with the Remote Collector.
Set Up Remote Collector The Set Up Remote Collector window allows you to set up a Remote Collector. The following table provides information about the items displayed in the Set Up Remote Collector window. Table 71. Set Up Remote Collector Field Description Host name / IP address The host name or IP address of the serve where you want to set up the Remote Collector. Name (Optional) An optional name that you want to use for identifying the Remote Collector in SupportAssist Enterprise.
Table 72. Remote Collector overview pane (continued) Field Description IP address The IP address or host name of the server where the Remote Collector. Status The status of the Remote Collector. Collector Type The type of the collector. Version The version of the Remote Collector application. OS The operating system running on the server where the Remote Collector is set up. Managed devices The total number of devices associated with the Remote Collector.
Table 73. Proxy Settings (continued) Field Description through the proxy server. IP address of devices that communicate through https protocol must be included in the proxy exclusion list. Examples of devices that communicate through https protocol include iDRAC, Compellent storage arrays, VMware ESX and ESXi, and XC Series of Web-scale Hyper-converged appliances.
Table 74. Preferences (continued) Field Description Starting from day N of every month at 11 PM Select this option to automatically get the validation information from each device type on a randomly determined day of every month at 11 PM. API Interface Enable API Interfaces for SupportAssist Enterprise Select this option to enable API interfaces for SupportAssist Enterprise.
Table 74. Preferences (continued) Field Description Temporarily suspend case generation activity (e.g., for purposes of downtime, external troubleshooting, etc.) Select this option to set all devices to maintenance mode. While in maintenance mode, no new support cases are opened. Contact Information The Contact Information page enables you to view and edit the primary and secondary contact information.
Table 75. Contact Information (continued) Field Description 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. Country / Territory Select the country. Shipping address The address where a replacement component must be dispatched. City / Town State / Province / Region Zip / Postal code Time Zone The time zone of the primary or secondary contact.
Table 77. SMTP Settings Field Description Use SMTP server Select this option to enable configuring the email server settings. Host Name / IP Address The host name or IP address of the email server. Port The port number used by the email server. Requires authentication Select this option if a user name and password are required to connect to the email server. User Name The user name required to connect to the email server. Password The password required to connect to the email server.
SupportAssist Enterprise test The SupportAssist Enterprise test page enables you to verify the ability of SupportAssist Enterprise to run specific tasks. At the top of the SupportAssist Enterprise test page, the navigation trail is displayed. You can click Home on the navigation trail to go to the Devices page. The following table describes the fields that are displayed in the SupportAssist Enterprise test page. Table 79.
23 Error code appendix The following table lists the error codes, error messages, and possible resolutions. Table 80. Error code appendix 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 80. Error code appendix (continued) Error code Error message Possible resolution 3000_20 3000_21 3000_24 3000_25 3000_26 3000_27 3000_28 3000_30 3000_31 3000_32 3000_33 3000_34 3000_35 3000_36 3000_37 3000_38 3000_39 3000_40 3000_41 3000_42 3000_43 3000_44 3000_45 3000_46 3000_49 3000_51 3000_54 3000_55 3000_57 3000_58 3000_59 An unexpected error occurred during the installation of OpenManage Server Administrator (OMSA) on device_name.
Table 80. 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 2.0.50 Support Matrix at https://www.dell.com/serviceabilitytools. If the problem persists, contact Technical Support for assistance.
Table 80. 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 2.0.50 Support Matrix at https://www.dell.com/ serviceabilitytools.
Table 80. Error code appendix (continued) Error code Error message Possible resolution 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. If the device is a member of a domain, make sure that the host name of the device is added in the DNS server, and then retry the operation.
Table 80. Error code appendix (continued) Error code Error message Possible resolution 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. For the list of supported device models, see the SupportAssist Enterprise Version 2.0.50 Support Matrix at https://www.dell.com/serviceabilitytools. If the problem persists, contact Technical Support for assistance.
Table 80. Error code appendix (continued) Error code Error message Possible resolution Therefore, installation or upgrade of OpenManage Server Administrator (OMSA) is not required. SA-0110 SupportAssist Enterprise is unable to add the device_name because it does not have a valid license. Make sure that the iDRAC has a valid Enterprise or Express license, and then retry the operation. SA-0115 SupportAssist Enterprise is unable to add the device_name because the operating system is not supported.
Table 80. Error code appendix (continued) Error code Error message Possible resolution SA-0170 SupportAssist Enterprise is unable to add the device device_name because you have entered the hostname/IP address of a Web-Scale Cluster VM. Try adding the device by entering the hostname/IP address of Web-Scale Cluster. SA-1005 SupportAssist Enterprise is unable to edit the credentials of the device_name because an attempt to connect to the device is unsuccessful.
Table 80. Error code appendix (continued) Error code Error message Possible resolution SA-20020 SupportAssist is unable to set up the adapter adapter_name because the Management Group credentials are incorrect. Enter the correct Management Group credentials and retry. SA-20025 SupportAssist Enterprise is unable to reach the system where the adapter is set up or the adapter service is not running on the remote system.
Table 80. Error code appendix (continued) Error code Error message Possible resolution SA-20100 SupportAssist Enterprise is unable to set up the adapter adapter_name because of low disk space on the system. Ensure that the remote system has sufficient free harddrive space required for installing the adapter and retry the operation. SA-20105 SupportAssist Enterprise is unable to copy installer file to the system.
Table 80. Error code appendix (continued) Error code Error message Possible resolution SA-20175 SupportAssist Enterprise is unable to set up the adapter adapter_name because the version of Microsoft System Center Operations Manager installed on the remote system is not compatible with Microsoft System Center Operations Manager adapter. Ensure that the Microsoft System Center Operations Manager version 7.0 or later is installed on the remote system and then retry the operation.
Table 80. Error code appendix (continued) Error code Error message Possible resolution • The adapter service must be running on the host. SA-20625 SupportAssist Enterprise is unable to set up the adapter on the host hostname/IP address because the operating system is not supported. For information on the operating systems that support setting up the adapter_name, see the Online Help.
Table 80. Error code appendix (continued) Error code Error message Possible resolution SA-30010 SupportAssist Enterprise is unable to set up the Remote Collector Remote Collector_name because the provided name is already in use by another Remote Collector. Provide any other name and retry.
Table 80. Error code appendix (continued) Error code Error message Possible resolution SA-30413 SupportAssist Enterprise is unable to update the Remote Collector Remote Collector_name because another operation is in progress. Retry the operation after some time. SA-30414 SupportAssist Enterprise is unable to connect to the Remote Collector Remote Collector_name because of an internal error. Ensure that the Remote Collector application is running and then retry the operation.
Table 80. Error code appendix (continued) Error code Error message SA-30426 SupportAssist Enterprise is unable to set up the Remote Provide the correct IP address or hostname of a remote Collector Remote Collector_name because the IP address system and retry the operation. or hostname that has been provided is of the local system. SA-30427 SupportAssist Enterprise is unable to set up the Remote Collector Remote Collector_name because the remote system is not reachable.
Table 80. Error code appendix (continued) Error code Error message Possible resolution SA-30443 SupportAssist Enterprise is unable to edit the Remote Collector Remote Collector_name because the Remote Collector configuration is corrupted on the remote system. To resolve the issue, delete the Remote collector, and retry setting up the Remote Collector again.
Table 80. Error code appendix (continued) Error code Error message Possible resolution SA-4095 SA-4100 SA-4105 SupportAssist Enterprise is unable to collect system information from the device_name because an attempt to connect to the device is unsuccessful. • SA-4095 SA-4100 SA-4105 SupportAssist Enterprise is unable to collect system information from the device device_name because an attempt to connect to the device is unsuccessful.
Table 80. Error code appendix (continued) Error code Error message Possible resolution SA-4170 SupportAssist Enterprise is unable to collect system information from the device device_name because the credentials of the device are either incorrect or do not have the required privileges. • • • SA-4170 SA-4175 SupportAssist Enterprise is unable to collect system information from the device_name because the credentials of the device are either incorrect or do not have the required privileges.
Table 80. Error code appendix (continued) Error code Error message Possible resolution SA-4513 SupportAssist Enterprise is unable to send the collected system information from the device device_name because of an invalid file token. • • Perform the Connectivity Test and make sure that connectivity to the Dell EMC Upload Server is successful. To retry collecting the system information, select the device and click Start Collection.
Table 80. Error code appendix (continued) Error code Error message Possible resolution SA-4523 SupportAssist Enterprise is unable to send the collected system information from the device device_name because the proxy server username or password is incorrect. • • Make sure that the proxy server user name and password you have entered in SupportAssist Enterprise are correct. To retry collecting the system information, select the device and click Start Collection.
Table 80. Error code appendix (continued) Error code Error message Possible resolution SA-9035 The SNMP trap destination is not configured on the device. You must either try to configure the SNMP settings through the Tasks > Configure SNMP option or manually configure the SNMP settings. For instructions to manually configure the SNMP settings, see "Manually configuring SNMP settings" in the Online Help or User's Guide.
24 Other resources The following resources help you learn more about SupportAssist Enterprise: • • • For other documents available for SupportAssist, go to the SupportAssist Enterprise Version 2.0 page. For video tutorials, go to the SupportAssist Enterprise 2.x playlist on YouTube. For frequently asked questions from other users of this product, go to the SupportAssist Enterprise community forum.
