Users Guide
Table Of Contents
- SupportAssist Version 2.2 for Dell OpenManage Essentials User's Guide
- Overview
- Installing, upgrading, and uninstalling SupportAssist
- Using Dell SupportAssist
- Starting SupportAssist
- Getting started with SupportAssist
- Configuring the default device type credentials
- Configuring the local SMTP e-mail server settings
- Verification of device status
- Connectivity test
- Editing device credentials
- Resetting the device-specific credentials to the default device type credentials
- Overwriting the device-specific credentials with the default device type credentials
- Filtering the system log collection
- Sending the system logs manually
- Enabling or disabling the automatic collection of system logs
- Enabling or disabling the scheduling of system log collection
- Scheduling the periodic collection of system logs
- Default system log collection schedule
- Disabling the scheduling of system log collection for a specific device type
- Viewing the case list
- Viewing the device inventory
- Filtering the displayed data
- Removing filters from the displayed data
- Sorting the displayed data
- Device grouping
- Device credentials used by SupportAssist
- Configuring the system credentials
- Auto update
- Configuring proxy server settings
- Confirming connectivity through the proxy server
- Opting in or opting out from ProSupport Plus server recommendation report emails
- Configuring e-mail notification settings
- Setting SupportAssist to maintenance mode
- Support for Dell OEM servers
- Viewing and updating the contact information
- Accessing and viewing the logs
- Accessing and viewing the system log collection
- Viewing SupportAssist product information
- Viewing support information
- Accessing the context-sensitive help
- Troubleshooting
- Installing SupportAssist
- Registration problem
- Ensuring successful communication between the SupportAssist application and the SupportAssist server
- Verifying the installation of the collection components
- Launching SupportAssist
- Services
- Collection error
- Collection upload error
- Security
- Troubleshooting SSL connection failure
- Service contract
- Service Tag warnings
- Dell SupportAssist user interface
- Related documents and resources
- Error code appendix
● All managed PowerEdge, EqualLogic, PowerVault, iDRAC, CMC, Networking (previously Force10 and PowerConnect),
PowerEdge VRTX, and PowerEdge FX2 devices must be configured to send SNMP traps to the OpenManage Essentials
server.
● All managed PowerEdge, EqualLogic, PowerVault, iDRAC, CMC, Networking (previously Force10 and PowerConnect),
PowerEdge VRTX, and PowerEdge FX2 devices must be discovered, categorized, and inventoried by the OpenManage
Essentials server.
NOTE: For monitoring EqualLogic storage arrays in SupportAssist, you must discover the EqualLogic storage
arrays in OpenManage Essentials using the Group Management IP or Storage Group IP.
● PowerVault Modular Disk Storage Manager (MDSM) must be installed on the OpenManage Essentials server to support
PowerVault MD Series arrays.
● A trust relationship must exist between the domains of the management server and the managed nodes.
● Microsoft .Net Framework 4.5
● Microsoft ASP.Net
● IIS 7.x or 8.x
● Web browser – Internet Explorer 10 or 11; Mozilla Firefox 31 or later; supported only on Windows-based operating systems.
Hardware requirements
The following are the minimum recommended hardware configurations:
Table 2. Minimum recommended hardware configurations
Hardware Large deployments Medium deployments Small deployments
Number of managed systems 500 to 2000 Up to 500 Up to 100 devices
Processors (1.8 GHz
minimum)
10 cores 6 cores 4 cores
Memory (RAM) 10 GB 8 GB 8 GB
Hard drive 30 GB 15 GB 12 GB
NOTE: The hardware requirements are cumulative of the requirements for OpenManage Essentials and SupportAssist.
NOTE: For large deployments, after all devices are discovered in OpenManage Essentials, the SupportAssist user interface
may perform as follows:
● The Devices tab may respond with a delay of up to 1 minute
● The Cases tab may respond with a delay of up to 10 seconds
NOTE: The SupportAssist user interface may respond in a delayed manner when collections are in progress.
NOTE: Periodic collections may require a few hours or days to complete. According to estimates, for every 100 devices,
periodic collections require 2.5 hours to complete. For example, in a 1000 device deployment, periodic collections may
require approximately 25 hours.
NOTE: If SupportAssist is configured to collect the system logs at regular intervals, additional hard-drive space is required.
The hard-drive space required can be determined as 10 MB x number of managed devices.
Network requirements
The following are the minimum network requirements:
● Internet connection – standard Gbe network.
● The management server on which SupportAssist is installed must be able to communicate with the SupportAssist server
hosted by Dell over the HTTPS protocol.
● The management server on which the SupportAssist is installed must be able to connect to the following destinations:
○ https://apidp.dell.com/support/case/v2/WebCase?wsdl and https://api.dell.com/support/case/v2/WebCase?wsdl —
end point for the SupportAssist server.
○ https://ddldropbox.us.dell.com/upload.ashx/ — the file upload server where the diagnostic test results are uploaded.
Installing, upgrading, and uninstalling SupportAssist
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