Setup Guide

Another option, Disabled, is available but not recommended. If you select this option, Dell EMC Support will not receive
notifications about issues with the appliance. You may need to collect appliance information manually to assist support
representatives with troubleshooting and resolving problems with the appliance.
SupportAssist Gateway Connect options
SupportAssist Gateway Connect runs on a gateway server. When you select either the Gateway Connect without remote
access option or the Gateway Connect with remote access option, your appliance is added to other appliances in a
SupportAssist cluster. The cluster resides behind a single common (centralized) secure connection between Dell EMC Support
servers and an off-array gateway server. The gateway server is the single point of entry and exit for all IP-based Dell EMC
SupportAssist activities for the appliances associated with the gateway.
The gateway server is a remote support solution application that is installed on one or more customer-supplied dedicated
servers. The gateway server functions as a communication broker between the associated appliances and the Dell EMC
enterprise.
For more information about SupportAssist Gateway, access the SupportAssist product page on the Dell Support website
(https://www.dell.com/support).
To configure your appliance to use either the Gateway Connect without remote access option or the Gateway Connect
with remote access option for SupportAssist, you need to provide the IP address and port number (9443 is the default) of the
gateway server. Also, ensure that the port is open between the gateway server and the appliance.
NOTE: The gateway server must be up and running before you configure your appliance to use it. Appliances can only be
added to the gateway from the PowerStore Manager. If the appliance is added from the gateway server, it will appear to be
connected, but will not successfully send system information.
Requirements for SupportAssist Gateway Connect
The following requirements are applicable to both the Gateway Connect without remote access and Gateway Connect
with remote access SupportAssist implementations:
● Network traffic (HTTPS) must be permitted on port 9443 (or customer specified port, if different) between the appliance
and the SupportAssist Gateway server. Also, allow access to ports 22, 443, and 8443 between PowerStore and the
SupportAssist Gateway server for PowerStore Manager and SSH accessing.
● The SupportAssist Gateway server must be version 4.0.5 or version 3.38 and above.
● Ensure that the PowerStore cluster is running PowerStore OS version 1.0.1.0.5.002 or higher.
NOTE:
Never manually add or remove an appliance from the gateway server. Only add or remove an appliance from the
PowerStore Manager SupportAssist configuration wizard.
SupportAssist Direct Connect options
SupportAssist Direct Connect runs directly on the primary node of each appliance. In a cluster, each appliance will establish its
own connection to Dell EMC Support. Traffic is not routed through the primary appliance in a cluster. However, SupportAssist
can only be managed at the cluster level, that is, all changes are applied to every appliance in the cluster.
Enable and configure SupportAssist Direct Connect from the Support Assist page, which can be accessed through Settings
and is listed under Support in the PowerStore Manager. These actions set up the appliance to use a secure connection
between itself and Dell EMC Support. You can select one of the following remote service connectivity options for SupportAssist
Direct Connect:
● Direct Connect without remote access
● Direct Connect with remote access
When you select the Direct Connect without remote access option and accept the End User License Agreement (EULA), the
appliance sets up a secure connection between itself and Dell EMC Support. This option enables two-way file transfer
connectivity capability to and from Dell EMC Support. If applicable, you can configure the connection from the appliance to an
associated proxy server (optional). If necessary, you can upgrade later to the Direct Connect with remote access configuration
setup.
When you select the Direct Connect with Remote Access option and accept the End User License Agreement (EULA), the
appliance sets up a secure connection between itself and Dell EMC Support. This option enables remote access service
SupportAssist
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