Users Guide
Table Of Contents
- SupportAssist Enterprise Version 1.2 User's Guide
- Overview
- Getting started with SupportAssist Enterprise
- Setting up SupportAssist Enterprise for the local system
- Setting up SupportAssist Enterprise for remote devices
- Evaluating SupportAssist Enterprise
- Downloading the SupportAssist Enterprise installation package
- Installing, Upgrading, or Migrating to SupportAssist Enterprise
- Minimum requirements for installing and using SupportAssist Enterprise
- Installing SupportAssist Enterprise
- Upgrading SupportAssist Enterprise
- Migrating to SupportAssist Enterprise
- Using SupportAssist Enterprise without registration
- Registering SupportAssist Enterprise
- Setting up an SELinux enabled system to receive alerts
- Opening the SupportAssist Enterprise user interface
- Logging in to SupportAssist Enterprise
- Logging out of SupportAssist Enterprise
- Adding devices
- Methods of adding devices
- Device types and applicable devices
- Adding a single device
- Adding a server or hypervisor
- Adding an iDRAC
- Adding a chassis
- Adding a Networking device
- Adding a PowerVault MD Series storage array
- Adding an EqualLogic PS Series storage solution
- Adding a Compellent SC Series storage solution
- Adding a Fluid File System NAS device
- Adding a software
- Adding a solution
- Adding a device by duplication
- Importing multiple devices
- Exporting details of devices that were not imported
- Revalidating a device
- Managing device discovery rules
- Viewing cases and devices
- Using Extensions
- Types of extensions
- Support for setting up adapter or Remote Collector
- Getting started with adding devices managed by systems management consoles
- Adapters
- Setting up OpenManage Essentials adapter
- Setting up the Microsoft System Center Operations Manager adapter
- Management Packs for inventorying devices managed by Operations Manager
- Setting up OpenManage Enterprise adapter
- Viewing adapter overview pane
- Viewing devices inventoried by the adapter
- Synchronizing adapter
- Editing adapter
- Deleting adapter
- Approximate time required to assign Credential Profile
- Remote Collectors
- Device grouping
- Managing device credentials
- Maintaining SupportAssist Enterprise capability
- Enabling or disabling monitoring of a device
- Performing deep discovery
- Installing or upgrading OMSA by using SupportAssist Enterprise
- Configuring SNMP settings by using SupportAssist Enterprise
- Viewing and updating the contact information
- Updating dispatch details
- Adding dispatch notes to default group
- Configuring proxy server settings
- Connectivity test
- Testing the case creation capability
- Clearing the System Event Log
- Automatic update
- Deleting a device
- Configuring email notifications
- Configuring collection settings
- Prerequisites for collecting system information
- Enabling or disabling the automatic collection of system information on case creation
- Enabling or disabling the periodic collection of system information from all devices
- Enabling or disabling the collection of identity information
- Enabling or disabling the collection of software information and the system log
- Enabling or disabling the automatic upload of collections
- Viewing collections
- Using SupportAssist Enterprise to collect and send system information
- Understanding maintenance mode
- SupportAssist Enterprise user groups
- Manually configuring SNMP settings
- Manually configuring the alert destination of a server
- Manually configuring the alert destination of a server by using the script file on server running Windows
- Manually configuring the alert destination of a server running Windows
- Manually configuring the alert destination of a server by using the script file on a server running Linux
- Manually configuring the alert destination of a server running Linux
- Manually configuring the alert destination of iDRAC by using the web interface
- Manually configuring the alert destination of a chassis by using the web interface
- Manually configuring the alert destination of a networking device
- Manually configuring the alert destination of a server
- Managing SupportAssist Enterprise alerts in TechDirect
- Other useful information
- Monitoring servers for hardware issues
- Support for automatically installing or upgrading OMSA
- Support for automatically configuring SNMP settings
- Deep discovery
- Device correlation
- Association view
- Detection of hardware issues in attached storage devices
- Support for Dell OEM servers
- Installing Net-SNMP on a server running Linux
- Configuring sudo access for SupportAssist Enterprise on a server running Linux
- Ensuring successful communication between the SupportAssist Enterprise application and the SupportAssist server
- Accessing the SupportAssist Enterprise application logs
- Event storm handling
- Accessing the context-sensitive help
- Viewing SupportAssist Enterprise product information
- Uninstalling SupportAssist Enterprise
- Identifying the generation of a Dell PowerEdge server
- Troubleshooting
- Installing SupportAssist Enterprise
- SupportAssist Enterprise registration
- Opening the SupportAssist Enterprise user interface
- Logging in to SupportAssist Enterprise
- Unable to add device
- Unable to add adapter
- Unable to add Remote Collector
- Disconnected
- Importing multiple devices
- OMSA not installed
- SNMP not configured
- New version of OMSA available
- Unable to configure SNMP
- Unable to verify SNMP configuration
- Unable to install OMSA
- Unable to verify OMSA version
- OMSA not supported
- Unable to reach device
- Unable to gather system information
- Insufficient storage space to gather system information
- Unable to export collection
- Unable to send system information
- Authentication failed
- Clearing System Event Log failed
- Maintenance mode
- Auto update
- Unable to edit device credentials
- Automatic case creation
- Scheduled tasks
- SupportAssist Enterprise services
- Tool tips
- Other services
- Security
- SupportAssist Enterprise user interface
- Error code appendix
- Related documents and resources
Adding an iDRAC
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 a 12th or later generation Dell PowerEdge server (iDRAC7 or later). For information on identifying the
generation of a PowerEdge server, see Identifying the generation of a PowerEdge server.
● The device must be reachable from the server where SupportAssist Enterprise is installed.
● If the device connects to the Internet through a proxy server, ports 161 and 443 must be open on the proxy server firewall.
● To add an iDRAC7 or iDRAC8, Enterprise or Express license must be installed on the iDRAC. To add an iDRAC9, Basic,
Enterprise, or Express license must be installed on the iDRAC. For information on purchasing and installing an Enterprise or
Express license, see the “Managing Licenses" section in the iDRAC User’s Guide at https://www.Dell.com/idracmanuals.
About this task
SupportAssist Enterprise can monitor hardware issues and collect system information from Dell servers. You can perform
the following steps to add Dell's 12th or later generation of PowerEdge servers. While adding the device, you can allow
SupportAssist Enterprise to automatically configure the SNMP settings of the device. Configuration of SNMP settings is
required to forward alerts from the device to SupportAssist Enterprise.
NOTE: By default, a SupportAssist component is available on 14th generation of PowerEdge servers. You can register the
SupportAssist component on the server to receive the automated support capabilities of SupportAssist. When an iDRAC
is added in SupportAssist Enterprise, the SupportAssist component is automatically disabled, but the automatic support
capabilities are available through SupportAssist Enterprise.
Steps
1. Point to Devices and click View Devices.
The Devices page is displayed.
2. Click Add Devices.
The Add Single Device or Import Multiple Devices wizard is displayed.
3. Select Single Device.
4. From the Device Type list, select iDRAC.
5. Type the host name or IP address of the device in the appropriate field.
NOTE:
Dell recommends 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.
6. 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.
7. From the Account Credentials list, select an account credential that you want to assign to the device. To create a new
account credential, select Create New Account and click Create. To enter the account details, follow steps 3 to 6 in
Adding Account Credentials.
8. 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. To continue, you can either clear the Enable Monitoring option or click Register to open
the registration wizard.
For SupportAssist Enterprise to monitor hardware issues that may occur on the device, the device must be configured to
forward SNMP traps (alerts) to the server where SupportAssist Enterprise is installed. To help you meet this requirement,
SupportAssist Enterprise can configure SNMP trap (alert) forwarding automatically. To allow SupportAssist Enterprise to
automatically configure the device to forward alerts, ensure that the Configure SNMP Settings option is selected. A tasks
to configure alert forwarding is initiated after the device is added successfully to the device inventory.
NOTE: If you prefer to configure alert forwarding manually, clear the Configure SNMP Settings option.
9. Click Next.
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Adding devices