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Dell SupportAssist Version 1.3 For OpenManage Essentials User's Manual

1. Perform step 11 to step 19 to install the root certificate Service Contract The Service Contract column on the Case List report may display a warning icon or Unknown See the following sections for more information about these messages Service Contract Warning A warning icon may appear in the Service Contract column of some cases if the associated device is not covered under a Dell service contract or the service contract has expired 49 If any cases display a warning icon in the Service Contract column 1 Move the pointer over the warning icon to display a tooltip 2 Click the Dell Support link displayed in the tooltip to open the service contract information page You can obtain current service contract information for your Dell devices obtain new service contracts and so on Service Contract Type Is Unknown The Service Contract column on Case List report displays unknown for all existing support cases This issue occurs when you upgrade SupportAssist Once an alert is received from the device the Service Contract column is updated with the appropriate service contract type Service Tag Warnings On rare occasions some cases may display an invalid Dell service tag warning If you presume that the warning is incorrect you can use the Windows Management Instrumentation CLI command wmic to find the correct Dell service tags for Windows devices To resolve service tag warnings 1 Identify the service tag fo
2. Optional with the same requirements as the Phone Number Email Address Provide the email address in the name company com format It must contain a minimum of five characters and not exceed 50 characters Preferred Email Language Select the desired language for SupportAssist email notifications Receive email notification when a new support case is opened Select the check box to receive an email when SupportAssist creates a support case K NOTE After the installation of SupportAssist you can update the primary contact information and also provide a secondary contact information If the primary contact is unavailable Dell can contact your company through the secondary contact If both the primary and secondary contacts are configured with valid email addresses both receive SupportAssist emails For information about updating the contact information see Viewing And Updating The Contact Information The Ready to Install the Program dialog box is displayed 14 Click Install The Install Wizard Completed dialog box is displayed NOTE By default SupportAssist is installed at C Program Files x86 Dell Dell Integrated Support Click Finish The SupportAssist application opens in a web browser and the First Time Setup dialog box is displayed The SupportAssist application installed on the system registers with the SupportAssist server hosted by Dell and sends the registration confirmation email to your prim
3. NOTE By default the case list is sorted by Date Opened in descending order K NOTE Pre existing support cases opened prior to SupportAssist installation and cases opened by contacting Dell technical support do not appear in the Case List report K NOTE The Service Contract column in the SupportAssist dashboard displays unknown for all support cases created prior to the SupportAssist upgrade Once an alert is received from the device the Service Contract column is updated with the appropriate service contract type Support case information is automatically available for supported devices with valid service tags when SupportAssist connects to the Dell support case and service contract databases over the Internet NOTE If you do not have Internet access case information is not populated It is downloaded and displayed when you next connect to the Internet and open the Case List report Once SupportAssist has completed its open support cases update the Case List displays the current cases Related Links Case List Sorting The Case List Data By Column Name Filtering The Case List Data By Column Name And Keyword Returning The Case List Data To The Default Sorting 36 Setting The Number Of Cases Displayed Per Page Refreshing The Case List Or Device Inventory Display Data Sorting The Case List Data By Column Name To sort the case list display data by column name click any column header The report refreshes
4. only one device at a time using the Edit Device Credentials dialog box To overwrite the device specific credentials for multiple devices belonging to a particular Device Type and Credential Type at a time see Overwriting The Device Specific Credentials With The Default Device Type Credentials To reset the device specific credentials to the default device type credentials 27 NOTE To reset the device specific credentials to the Default Device Type Credentials you must be logged on as a member of the OpenManage Essentials Administrators or Power Users group 1 Click the Devices tab The Device Inventory is displayed 2 Select a device in the Device Inventory table The Edit Device Credentials link is enabled 3 Click Edit Device Credentials The Edit Device Credentials dialog box is displayed 4 Click Reset to Default Device Type Credentials NOTE The Reset to Default Device Type Credentials link is displayed only if you had previously configured the selected device with specific credentials The Confirmation dialog box is displayed CAUTION If you select the Do not show this reminder again option SupportAssist does not prompt for your confirmation when you attempt to reset the device specific credentials the next time 5 Click Yes Related Links Device Inventory Viewing The Device Inventory Editing Device Credentials Overwriting The Device Specific Credentials With The Default Device Type Cr
5. PowerConnect Ethernet switch is configured with these details Username The user name must contain one or more printable characters and not exceed 104 characters K NOTE Windows user names must be of the form Domain Username You can also use a period to indicate the local domain This rule does not apply to Linux or ESX ESXi credentials K NOTE For Force 10 and PowerConnect Ethernet switches the domain name need not be specified Examples of Windows user names Administrator MyDomain MyUsername Example of Linux ESX ESXi user name Username Password The user password must contain one or more printable characters and not exceed 127 characters Enable Password For Ethernet switches only The enable password must contain one or more printable characters and not exceed 127 characters Community String For EqualLogic storage arrays and EqualLogic FluidFS NAS appliances only The community string of the storage device K NOTE The Default Device Type Credentials are encrypted and saved locally 5 Repeat step 2 to step 4 until you have configured the default credentials for all device types in your environment 6 Click Save Changes If the credentials for a device differs from the Default Device Type Credentials you provided you can edit the device credentials for that particular device For more information about providing the credentials for a specific device see Editing Device Cred
6. SupportAssist For example if the managed PowerEdge servers are part of a domain you can create a service account on the domain controller and add the service account to the Local Administrators group of the managed server Then provide the service account credentials in the Default Device Type Credentials page in SupportAssist For more information see the Managing Device Credentials in SupportAssist Using Service Account technical white paper at dell com SupportAssistGroup To configure the default device type credentials NOTE The Settings tab is accessible only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group 1 Click the Settings tab The System Logs page is displayed 2 Under Edit Device Credentials select the Device Type from the list You can select from Server Storage Switch 3 Select the Credential Type from the list The options listed vary based on the Device Type you selected The options for Server are Windows Linux ESX ESXi iDRAC7 CMC The options for Storage are EqualLogic MD Series NAS Appliance The options for Switch are PowerConnect Force10 235 4 Type the credentials in the corresponding fields K NOTE For Force10 and PowerConnect Ethernet switches the Username Password and Enable Password fields are optional However information must be provided for these fields if the Force10 or
7. any dashboard startup errors and a possible problem diagnosis To verify that the SupportAssist application can connect to the SupportAssist server hosted by Dell perform the connectivity test See Testing SupportAssist Connectivity lf the server is responding a success message is displayed in the dashboard If not the server may be down If this occurs look through the log file txt file typically located at C Program Files x86 Dell Dell Integrated Support logs to find details If there are no discernible details in the log file and the server is not reachable contact Dell technical support f communication is successful but no data updates occur the dashboard may be identifying itself with an ID that is unknown to the server If this occurs look through the log file txt log file typically located in C Program Files x86 Dell Dell Integrated Support logs to find details The log file may contain a message stating that the dashboard was not recognized If the dashboard is not recognized by the SupportAssist server uninstall and reinstall SupportAssist The SupportAssist dashboard registers as a new client enabling the SupportAssist server to recognize it Collection Failure If you receive a SupportAssist email notification indicating a collection issue with a specific device and the Collection Status of the device displays Failed to Run 1 Verify if the device is connected to the network 2 Verify the credenti
8. cases part or all of this data is required to properly diagnose issues The security policy of your company may restrict sending this data outside of your network You can prevent sending this data to Dell by configuring SupportAssist to filter the system log collection The following is the network identity information that you can filter from the system log collection e Host name e P address e Subnet mask e Default gateway e MAC address e DHCP server 25 e DNS server e Processes e Environment variables Registry Logs e iSCSI data K NOTE When the Send network identification information to Dell option is cleared some of the data about your network is not transmitted to Dell This may impede Dell technical support from resolving your issue K NOTE If your devices are covered under the Dell ProSupport Plus service contract when the Send network identification information to Dell option is disabled you will not receive some reporting information about your devices To filter the system log collection NOTE The Settings tab is accessible only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group 1 Click the Settings tab The System Logs page is displayed 2 Click Preferences The Preferences page is displayed 3 Under System Log Collection Details clear the Send network identification information to Dell option K NOTE By default the Send network i
9. email address in the name company com format It must contain a minimum of five characters and not exceed 50 characters Preferred Email Language Select the desired language for SupportAssist email notifications Receive email notification when a new support case is opened Select the check box to receive an email when SupportAssist creates a support case K NOTE After the installation of SupportAssist you can update the primary contact information and also provide a secondary contact information If the primary contact is unavailable Dell can contact your company through the secondary contact If both the primary and secondary contacts are configured with valid email addresses both receive SupportAssist emails For information about updating the contact information see Viewing And Updating The Contact Information 10 Click Install The SupportAssist installation package is downloaded and installed NOTE By default SupportAssist is installed at C Program Files x86 Dell Dell Integrated Support 17 11 In the Installation Completed window select Launch SupportAssist and click Finish The SupportAssist application opens in a web browser and the First Time Setup dialog box is displayed The SupportAssist application installed on the system registers with the SupportAssist server hosted by Dell and sends the registration confirmation email to your primary contact If you do not receive the SupportAssist applicati
10. ensure that you acknowledge the Open File Security Warning dialog box to proceed The Preparing to Install dialog box is briefly displayed and then the Welcome to Dell SupportAssist dialog box is displayed NOTE SupportAssist installation requires that you allow Dell to save certain Personally Identifiable Information PII such as your contact information local administrator credentials and so on SupportAssist installation cannot proceed unless you allow Dell to save your PII 2 Read the terms and click I Agree The License Agreement dialog box is displayed 3 Read the software license agreement select accept the terms in the license agreement and then click Next The Registration Information dialog box is displayed 4 Provide the following information for the primary contact to whom Dell must send alert notifications case status notifications and so on Company Name The company name must contain one or more printable characters and must not exceed 256 characters Country Territory Select your country or territory First Name The first name can contain letters quotation marks periods spaces and must not exceed 50 characters Last Name The last name can contain letters quotation marks periods spaces and must not exceed 50 characters Phone Number It must contain a minimum of 10 characters and must not exceed 50 characters Alternate Phone Number
11. installed on the management server may not initially connect to the SupportAssist server hosted by Dell if your network requires passing web browser traffic through a proxy server If this occurs A dialog box may be displayed prompting you to configure your proxy settings Provide the information required in the appropriate fields to connect to the SupportAssist server through your proxy server Configure the proxy server settings in SupportAssist See Configuring Proxy Server Settings After configuring the proxy server settings verify if the SupportAssist application can connect to the SupportAssist server through the proxy server by performing the connectivity test See Testing SupportAssist Connectivity If the SupportAssist dashboard application does not seem to connect to the SupportAssist server or behave appropriately ensure that the SupportAssist Windows service is running Click Start gt Run The Run dialog box is displayed Type services msc and then click OK The Services Microsoft Management Console MMC is displayed Check if the Dell SupportAssist Service displays the status as Running If the service is not running start the service by right clicking Dell SupportAssist Service Start If the service cannot or does not start open the most recent log file log file txt and then search for text with a timestamp of when you tried to start the service The log file may contain a message indicating
12. of ERROR results in logs messages of FATAL and ERROR since FATAL is a higher level than ERROR The LogFileLevel Windows Registry key can be located at HKEY_LOCAL_MACHINE SOFTWARE Wow6432Node Dell Dell Integrated Support Accessing And Viewing The System Log Collection When a support case is automatically generated by SupportAssist data required to troubleshoot the issue is collected and sent to Dell technical support The collected troubleshooting information is also compressed and stored on your OpenManage Essentials server at C Program Files x86 Dell Dell Integrated Support reports The filename includes the device s IP address Dell service tag and the date time when the file was created For example DSET_Report_for 192 168 1 254_SvcTag_AL12G26_2012 03 0711326481 zip e Periodic_DSET_Report_for 192 168 1 254_SvcTag_AL12G26_2012 03 071132648 zip 42 e Lasso_Report_for 10 94 216 76_SvcTag_897672S_2012 08 21T094147 zip gpg without PII Lasso Report for 10 94 216 76 SvcTag 897672S 2012 08 21T094147 xml gpg with PII The report file is encrypted with the password dell all lowercase The report information can then be viewed by opening the dsetreport hta file in your web browser K NOTE You should open the reports only when asked to do so by Dell technical support Your report will not be reviewed unless you have an open support case Viewing SupportAssist Product Information The About window displays the Suppo
13. or Power Users group 1 Click the Settings tab The System Logs page is displayed 2 Under Edit Device Type Credentials select the Device Type from the list You can select from Server Storage Switch 3 Select the Credential Type from the list The options listed vary based on the Device Type you selected The options for Server are Windows Linux ESX ESXi iDRAC7 CMC The options for Storage are EqualLogic MD Series NAS Appliance The options for Switch are PowerConnect Force10 4 Verify or provide the credentials Username Password Confirm Password Community String for the selected credential type For more information see Configuring The Default Device Type Credentials 5 Under System Log Collection Schedule set the Frequency to Weekly or Monthly NOTE If you want to disable the scheduling of system logs for a specific Device Type and Credential Type set the Frequency to None 6 In the Specify date and time fields select an appropriate schedule The options available vary based on the selected Frequency 7 Repeat step 2 to step 5 until you have scheduled the periodic collection of system logs for all device types in your environment 8 Click Save Changes Related Links System Logs Default System Log Collection Schedule Disabling The Scheduling Of System Log Collection For A Specific Device Type Network Bandwidth Consumption And
14. pe D RUD E E D E du e eh Software Requirements Hardware Requirement cuidao a S En EUR BRE one Mn EC Ed Re ER DA AE HR Eaa 12 Network Requirements ise ndr dpt be ee M SEIN DT eb ey 12 Installinig SupportASsist 4 iia pee eee v aie eret tiet ere ere EE erede 15 Installing SupportAssist Using The SupportAssist Installation Package ssseesss 15 Installing SupportAssist Using The OpenManage Essentials Installation Package 15 Verifying The Installations cera stre RE dle ne clit t DU Ee TUR 18 Upgrading SupportASSISE eee e testen Ia 18 Upgrading SupportAssist Using The SupportAssist Installation Package 19 Upgrading SupportAssist Using The OpenManage Essentials Installer Package 19 Uninstalling SupportASSist i niet tee pte Hee ee Rote er de Pe RE ee ed 20 3 Using Dell SupportASSISL ceat stem desta eor nee Launching SUppOFtASSISt 11 rtt dehet eiue d ede d a pte ied eae Setting Up SupportASSISt ic ici me erede rud AE teer Pee ee Po De Moh Maes Configuring Proxy Server Settings Configuring The Default Device Type Credentials Testing SupportAssist ConnectiVitY oooooccccnnoccccnnononcnnnnnnncnnnnnnncnnnnnnccn nano nnn nene nn cnn nn nc rra nnnt ertet rennen nnns Filtering The System Log Collection ec e N E RED ERREUR E Ge ERE HU La a Editing Device Credentials 2 A LN A eater t ne e daa Resetting The Device Specific Credentials To The Default Device Type C
15. rege SOU Viatri Identifying SSL Connection Failure risi ietie te eee dr eke ag ae Exporting The Root Certificate sional dats eee ls Be ep e it Installing The Root CGertificate iin enm do Service CONTACT arta tee ae tt cathe LA NUN LEE Ponta MN MU ace hee ART 49 Service Contract Wa Irina rte tr e be ed D E a 49 Service Contract type IS UAKMOWN racial cen Ed tee e e e Ho e P Pep tps 50 Service Tag WAN IS eee EORR A OR e eter d Indeed eae 50 5 Dell SupportAssist Interface 51 Case Piston ote tunc etu t cie ten doa LER ULL ea LLL cues 52 DevicellnVehtOoty coe ien te HR RO epe RD THERE DRE A ERE EP E PNE RUE 53 Settings cun ee ied aa nde a teamed aera 55 System LOogs axe tem ds e le e alle 55 E ll A iol el NA 57 Pron Sutton Peut het rt med dte 57 Gontact Informati pizs le od 59 Connectivity Testa ion rere mee e tci Re ced cu lee atu eat 59 6 Related Documents And Resources sse 61 Other Documents You May Need I a eiae baal ees 61 Accessing Documents From Dell Support Site em eene 61 Contacting Dell citet intet cts cett e an Sg etu t bete te Poe td eats 62 1 Overview Dell SupportAssist collects information about your computer hardware and software and automatically creates support cases when issues arise This helps Dell to provide you an enhanced personalized and efficient support experience Dell uses this data to help solve common problems and design and market the produc
16. selected In System Log Collection Schedule section set the Frequency to None Click Save Changes The following message is displayed in the System Log Collection Schedule section System Log Collection scheduling is turned off for the current Device Type and Credential Type Related Links Default System Log Collection Schedule Scheduling The Periodic Collection Of System Logs Enabling Or Disabling The Scheduling Of System Log Collection 33 Confirming Connectivity Through The Proxy Server To test if SupportAssist can connect to the Internet through the proxy server NOTE The Settings tab is accessible only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group 1 Click the Settings tab The System Logs page is displayed 2 Click Proxy Settings The Proxy Settings page is displayed 3 Ensure that the proxy settings has been configured correctly See Configuring Proxy Server Settings 4 Click Apply A dialog box appears to inform the status of the connection through the proxy server Auto Update K NOTE It is recommended that you enable auto update to ensure that SupportAssist is up to date with the latest features and enhancements The auto update feature when enabled ensures that SupportAssist and the associated collection tools are automatically updated when an update is available By default the SupportAssist application checks if any updates a
17. that is compatible with SupportAssist see the Dell SupportAssist Support Matrix at dell com serviceabilitytools Accessing And Viewing The Logs The SupportAssist dashboard stores Windows events and log messages in two locations The Windows Event Log e The dashboard installation logs directory typically C Program Files x86 DellADell Integrated Support logs A new log is created daily at 11 59 PM as per the time zone configured in the system and is stored in the logs directory with the date appended to the file extension This enables you to identify the exact log file stored for a given date when alerts occur For example log files similar to the following can be seen e log file txt 20120226 log file txt 20120227 e log file txt 20120228 Log files are purged from storage after 45 days To view the Windows Event Log invoke the Event Viewer application and then expand Applications and Services Logs The DelllntegratedSupport log file contains entries from the dashboard service The dashboard logs messages here that correspond to the value of the Windows Registry key WindowsEventLogLevel or higher In the dashboard installation directory you can view one log file per day The current log file is named log file txt and contains log messages that correspond to the following values or higher in the Windows Registry key LogFileLevel FATAL ERROR WARN INFO and DEBUG with special values of OFF and ALL A registry value
18. you can disable scheduling for that specific device through the System Logs tab For more information see Disabling Scheduling Of System Log Collection For A Specific Device Type To enable scheduling of system log collection NOTE The Settings tab is accessible only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group 1 Click the Settings tab The System Logs page is displayed 2 Click Preferences The Preferences page is displayed 3 Under Support Collection select or clear Enable system log collection scheduling to enable or disable scheduling of the collection of system logs K NOTE By default the Enable system log collection scheduling option is selected 4 Click Save Changes Related Links Preferences Disabling The Scheduling Of System Log Collection For A Specific Device Type 30 Scheduling The Periodic Collection Of System Logs Before you begin ensure that the Enable system log collection scheduling option is enabled in the Preferences page NOTE To receive the full benefits of the support reporting and maintenance offering of your ProSupport Plus service contract you must configure SupportAssist to collect the system logs at periodic intervals for each supported device type To schedule the periodic collection of system logs NOTE The Settings tab is accessible only if you are logged on as a member of the OpenManage Essentials Administrators
19. 3 User s Guide Dell SupportAssist Version 1 3 For Dell OpenManage Essentials Support Matrix Dell SupportAssist Version 1 3 For Dell OpenManage Essentials Quick Start Guide Dell SupportAssist Version 1 3 For Dell OpenManage Essentials Release Notes Dell System E Support Tool User s Guide Dell Lasso User s Guide Related Links Accessing Documents From Dell Support Site Contacting Dell Accessing Documents From Dell Support Site You can access the required documents in one of the following ways From the following links For all Systems Management documents dell com softwaresecuritymanuals For Enterprise Systems Management documents dell com openmanagemanuals For Remote Enterprise Systems Management documents dell com esmmanuals For Serviceability Tools documents dell com serviceabilitytools For Client Systems Management documents dell com OMConnectionsClient For OpenManage Connections Enterprise Systems Management documents dell com OMConnectionsEnterpriseSystemsManagement For OpenManage Connections Client Systems Management documents dell com OMConnectionsClient From Dell Support site as follows Go to dell com support manuals In the Tell us about your Dell system section under No select Choose from a list of all Dell products and click Continue In the Select your product type section click Software and Security In the Choose your Dell Software section click the required link
20. Dell SupportAssist Version 1 3 For Dell OpenManage Essentials User s Guide Notes Cautions and Warnings Es NOTE A NOTE indicates important information that helps you make better use of your computer A CAUTION A CAUTION indicates either potential damage to hardware or loss of data and tells you how to avoid the problem A WARNING A WARNING indicates a potential for property damage personal injury or death Copyright O 2014 Dell Inc All rights reserved This product is protected by U S and international copyright and intellectual property laws Dell and the Dell logo are trademarks of Dell Inc in the United States and or other jurisdictions All other marks and names mentioned herein may be trademarks of their respective companies 2014 02 Rev AOO Contents T OVeFVIGUN Lo sc disnei as 7 Key Feat res repere eee item bnt bct e e ree a Peto een fe Pe dete ct ute dtes 7 Features Supported With Dell Service Contracts ssssssssseeemeem ee nennen 8 Case Data Handling uie Oe eo e etn tem dedu oes 8 Event Bandling irte RU REDI to 8 Data Collected By S pportASSIst 2 ect ertt Era dep i eet ge ende ute M MERE 9 What Is New In This Release o eee rete Reden daa der els ee etui 9 2 Installing Upgrading And Uninstalling Dell SupportAssist 11 Prerequisites edt dea pee enc a etre vm rt e e v e Neth ere e EY e ee er te de ihn Minimurmm Requlrerments s ein reped dre re
21. Edge servers running Dell OpenManage Essentials version 1 3 e Familiarity with OpenManage Essentials installation configuration and operation For more information about installing configuring and using OpenManage Essentials see the appropriate Dell OpenManage Essentials User s Guide and Dell OpenManage Essentials Release Notes at dell com openmanagemanuals Minimum Requirements This section provides the minimum requirements for SupportAssist to provide proactive support for Dell PowerEdge servers 9G to 12G Dell EqualLogic and PowerVault MD arrays and storage solutions EqualLogic FluidFS NAS appliances iDRAC7 Dell PowerConnect Ethernet switches Dell Force10 Ethernet switches Dell PowerEdge M1000e Blade Enclosure and Dell PowerEdge VRTX K NOTE For information about SNMP configuration firewall settings web services supported ports and protocols specific to your environment see the Dell SupportAssist Version 1 3 Quick Start Guide and the Dell OpenManage Essentials User s Guide at dell com support manuals Related Links Software Requirements Hardware Requirements Network Requirements Software Requirements The following are the minimum required software configurations Dell OpenManage Essentials 1 3 Optional Dell OpenManage Server Administrator OMSA installed and operational on all managed PowerEdge devices SNMP agent enabled on all managed PowerEdge servers EqualLogic EqualLogic FluidFS NAS Pow
22. Recommendations For Scheduling Periodic Collection NOTE In an environment that consists of less than 300 devices the network bandwidth consumed for uploading the system log collection is about 4 MB second The following table provides information about network bandwidth consumption and recommendations for scheduling periodic collections in an environment that consists of 75 percent servers and 25 percent switch and storage devices The recommendations also assume compliance with the hardware software and networking requirements for SupportAssist Total number of Network bandwidth Time taken for Recommendations for devices consumed for generating the scheduling periodic uploading the collection hours collection collection GB month Less than 300 16 Weekly overnight 300 or more 7 2 to 47 22 5 For EqualLogic and Force10 devices Weekly overnight For Dell PowerEdge and Dell PowerConnect devices Monthly at different times during the week for each device type Default System Log Collection Schedule The following table provides the default system log collection schedule for each supported device Device Type Device or Operating System Schedule Server Windows Monthly Monday of the first week at 12 00 AM Linux Monthly Monday of the first week at 12 00 AM iDRAC7 Monthly Monday of the first week at 12 00 AM CMC Monthly Monday of the first week at 12 00 AM ESX ESXi Monthly Monday of the first wee
23. The numeric identifier assigned to the support case Case Title The case name which identifies Case generation method Device model Device operating system Alert ID if available Alert description if available Warranty status Resolution description Collection Status The current support case progress status The progress status may be Installing Collection Tool Installation or update of the collection tool is in progress Collection Tool Installation Is Unsuccessful Installation of the collection tool is unsuccessful Collection Tool Is Not Available The collection tool is either not installed or manually uninistalled Case Access Error SupportAssist cannot currently access the case information Case Service Unavailable Dell s support case service is currently unavailable Collection Tools Not Supported This device does not support SupportAssist s collection tools Troubleshooting Opted Out Customer has opted out of SupportAssist s troubleshooting capabilities Collection Scheduled Collection tool is scheduled to be run on this device In Progress Collection tool has been invoked on this device Failed to Run Collection tool started but failed to run on this device Collection Uploaded Collection information has been uploaded to Dell 52 e Collection Failed to Upload Collection information was not successfully uploaded to Dell Service Contract The Dell servic
24. als you have provided for the device You must provide the Administrator credentials in the Settings System Logs page For more information see Configuring The Default Device Type Credentials and Editing Device Credentials 3 Verify if the DNS is configured with the host name of the device If you do not have a DNS server in your environment update the hosts file located at C Windows System32 drivers etc with the IP address and the corresponding host name Collection Failed To Upload If you receive a SupportAssist email notification indicating an issue uploading the collection for a specific device and the Collections Status of the device displays Collection Failed to Upload 1 Verify if the management server on which SupportAssist is installed is able to connect to the Internet 2 Ifthe management server on which SupportAssist is installed connects to the Internet through a proxy server ensure that you configure the proxy settings in SupportAssist For more information see Configuring Proxy Server Settings 3 Perform the connectivity test and make sure that the test is successful For more information see Testing SupportAssist Connectivity 4 Verify if the SupportAssist application is able to communicate successfully with the SupportAssist server See Ensuring Successful Communication Between The SupportAssist Application And The SupportAssist Server After resolving the issue manually upload a new collectio
25. ary contact If you do not receive the SupportAssist application registration email move the mouse pointer over the Help link at the top right corner of the SupportAssist dashboard and then click About In the About window verify if a Client ID value is specified If the Client ID value is not specified it indicates that the registration was unsuccessful To ensure that the registration is successful follow the instructions in Registration Failure After the installation of SupportAssist is completed the following system log collection tools are installed in the background NOTE If the management server on which SupportAssist is installed connects to the Internet through a proxy server you must configure the proxy settings in SupportAssist to enable the download and installation of the collection tools See Configuring Proxy Server Settings Dell System E Support Tool DSET Collection tool for Dell PowerEdge Dell PowerVault NX storage servers and iDRAC7 devices Dell Lasso Collection tool for Dell PowerVault Dell EqualLogic EqualLogic FluidFS NAS Dell Chassis Management Controller CMC Dell Force10 Dell PowerConnect blade server chassis Dell PowerEdge VRTX and PowerVault MD series devices NOTE If the collection tools are already installed on the system they are automatically migrated to a version compatible with SupportAssist NOTE DSET and Lasso generate the system log collection from OpenManage Essent
26. dentification information to Dell option is selected 4 Click Save Changes Related Links Preferences Editing Device Credentials The Default Device Type Credentials that you provided for each Device Type and Credential Type in the System Logs page is used to run the collection tools on your managed devices and gather the system logs If the credentials for a particular device differ from the Default Device Type Credentials you provided you can edit the credentials for that device CAUTION After you edit the credentials for a specific device SupportAssist uses the device specific credentials you provided to collect the system logs on that device NOTE To ensure that SupportAssist is able to generate the system log collection for all devices you must edit the credentials for each device which has credentials that are not the same as the Default Device Type Credentials To edit the credentials for a device 26 NOTE Editing the credentials for a device is enabled only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group Click the Devices tab The Device Inventory page is displayed Select a device in the Device Inventory table The Edit Device Credentials link is enabled Click Edit Device Credentials NOTE If the device you selected does not require credentials to generate the system log collection a message is displayed on the dashboard The Edit Device Credentials
27. dialog box is displayed Type the Username Password Enable Password if applicable and Community String if applicable in the appropriate fields Click Save Changes The Confirmation dialog box is displayed CAUTION If you select the Do not show this reminder again option SupportAssist does not prompt for your confirmation when you attempt to edit the device credentials the next time Click Yes The dashboard displays the following message Your device credentials were saved successfully Related Links Device Inventory Viewing The Device Inventory Configuring The Default Device Type Credentials Resetting The Device Specific Credentials To The Default Device Type Credentials Overwriting The Device Specific Credentials With The Default Device Type Credentials Resetting The Device Specific Credentials To The Default Device Type Credentials If you had edited the credentials for a particular device and later want to reset the credentials for that device to the Default Device Type Credentials you can do so using the Edit Device Credentials dialog box A CAUTION Resetting to the Default Device Type Credentials overwrites the device specific Es credentials with the default credentials After you reset the credentials SupportAssist uses the Default Device Type Credentials to collect the system logs on that device NOTE You can reset the device specific credentials to the Default Device Type Credentials for
28. dicates the status of the system log collection The collection status may be Installing Collection Tool Installation or update of the collection tool is in progress Collection Tool Installation Is Unsuccessful Installation of the collection tool is unsuccessful Collection Tool Is Not Available The collection tool is either not installed or manually uninstalled Case Access Error SupportAssist cannot currently access the case information Case Service Unavailable Dell s support case service is currently unavailable Collection Tools Not Supported This device does not support SupportAssist s collection tools Troubleshooting Opted Out Customer has opted out of SupportAssist s troubleshooting capabilities Collection Scheduled Collection tool is scheduled to be run on this device In Progress Collection tool has been invoked on this device Failed to Run Collection tool started but failed to run on this device Collection Uploaded Collection information has been uploaded to Dell Collection Failed to Upload Collection information was not successfully uploaded to Dell You can set the number of devices displayed per page by using the Display Devices drop down box The navigation icons enable you to navigate the pages of the Device Inventory Related Links Dell SupportAssist Interface Viewing The Device Inventory Editing Device Credentials Sending The System Logs Manually Resett
29. e See Configuring The Default Device Type Credentials Rediscover Dell Force10 switch router If you had discovered and inventoried Force10 switch router in OpenManage Essentials version 1 2 and then upgraded to OpenManage Essentials version 1 3 you must rediscover the Force10 switch router in OpenManage Essentials For information on discovering devices see the Dell OpenManage Essentials User s Guide at dell com OpenManageManuals or the OpenManage Essentials context sensitive help 21 Configuring Proxy Server Settings If your system connects to the Internet through a firewall or proxy server the proxy settings must be configured in SupportAssist Configuring the proxy settings enables the SupportAssist application to communicate with the SupportAssist server hosted by Dell To configure the proxy server settings NOTE The Settings tab is accessible only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group 1 Click the Settings tab The System Logs page is displayed 2 Click Proxy Settings The Proxy Settings page is displayed 3 Select Use Proxy Settings K NOTE SupportAssist supports Windows NT LAN Manager NTLM authentication protocol only 4 Type the Proxy Server Address or Name and Proxy Port Number details NOTE If the proxy server credentials are not provided SupportAssist connects to the proxy server as an anonymous user 5 Ifthe proxy server requires au
30. e And Keyword sss 58 Returning The Device Inventory Data To The Default Sorting ssssss 39 Setting The Number Of Devices Displayed Per PaYl coooocionciconccconcccnoncconcncnn conan oncnonncnnn rca a nccannannn cnn 39 Refreshing The Case List Or Device Inventory Display Data ssssssssse ee 39 Viewing And Updating The Contact Information ssssssssssseeeee nemen nene 40 Ensuring Successful Communication Between The SupportAssist Application And The SUpportAssist Server i e cerle eere ey eee ete e et dee eR ea aee ea bac pee Enea Ere t id Verifying The Server Certificates iscsi ues dee at esee cde dg penne Ma ip e p e a dap e d Verifying The Installation Of The Collection Tools ssss menn Accessing And Viewing The Loggs aee ep e a ed AREE d REN ER Ce a Accessing And Viewing The System Log Collection Viewing SupportAssist Product Information eee nemen Viewing S pportiInfOrmmatiOHn s sin tette e ta teal tet e ae Steed ee I ee ve ede Lens Accessing The Context Sensitive Helpis i esient eeek nn nnn nn ea eee emere nennen 4 Troubleshooting i depen nia eio Ra Pd a Installing SUPPOrtASSISt oim te ta Feet EB ERREUR a ca ved aea Registration Falacia die pce ee trc ped dee ped iE doe launching SUDPOPTASSISES cer reveren a EORR TO ER Fg K jau o crc EE SS MAGE LE he Sega Collection Failed To Upload eic dde e der er entend rn pei tp
31. e Inventory Data By Column Name And Keyword To filter the device inventory display data by column name and keyword 1 Select the column name from the Filter By list 2 If you are searching for Device Type select the search criteria from the search list 3 Ifyou are searching for Device Name Service Tag or Collection Status type the search keyword in the search text field 38 4 Click Apply Filters The report refreshes to display the data according to your criteria If there are no matches the following message is displayed No support cases found Please review your search criteria and try again 5 To clear the search criteria and try again click Clear Filters The report refreshes to display the default content 6 Repeat step 2 through step 3 The report refreshes to display the data according to your criteria Related Links Device Inventory Viewing The Device Inventory Returning The Device Inventory Data To The Default Sorting To return to the default Device Inventory view Device Name in ascending order click the Devices tab The report refreshes to the default sorting criteria Any newly discovered devices appear in the report Devices that have been removed since the last refresh no longer appear Related Links Device Inventory Viewing The Device Inventory Setting The Number Of Devices Displayed Per Page To change the total number of rows displayed in a page select the number of cases
32. e List Setting The Number Of Cases Displayed Per Page To change the total number of rows displayed in a page select the number of cases to display from the Display Cases list You can choose from 37 e 10 per page e 20 per page e 30 per page e 50 per page e 100 per page By default the dashboard is set to display 50 cases per page Related Links Case List Viewing The Case List Viewing The Device Inventory To view the Device Inventory click the Devices tab on the SupportAssist dashboard NOTE By default the Device Inventory is sorted by Device Name in ascending order See the following sections for more sorting options Related Links Device Inventory Editing Device Credentials Sending The System Logs Manually Resetting The Device Specific Credentials To The Default Device Type Credentials Sorting The Device Inventory Data By Column Name Filtering The Device Inventory Data By Column Name And Keyword Returning The Device Inventory Data To The Default Sorting Setting The Number Of Devices Displayed Per Page Refreshing The Case List Or Device Inventory Display Data Sorting The Device Inventory Data By Column Name To sort the device inventory display data by column name click any column header The report refreshes to display the data in an ascending or descending order of the column header you clicked Related Links Device Inventory Viewing The Device Inventory Filtering The Devic
33. e Settings tab The System Logs page is displayed 2 Click Contact Information The Contact Information page is displayed 3 Select the type of contact Primary Secondary 4 Make the required changes to any of the following fields First Name The first name can contain letters quotation marks periods spaces and not exceed 50 characters Last Name The last name can contain letters quotation marks periods spaces and not exceed 50 characters Phone Number In 125 456 7890 format or in 125 456 7890 x 123 format to include an extension It must contain a minimum of 10 characters and not exceed 50 characters Alternate Phone Number Optional with the same format and character requirements as the Phone Number Email Address Provide the e mail address in the name company com format It must contain a minimum of five characters and not exceed 50 characters 5 Click Save Changes Related Links Contact Information Ensuring Successful Communication Between The SupportAssist Application And The SupportAssist Server The SupportAssist application installed on the management server must be able to communicate with the SupportAssist server hosted by Dell to 40 e Automatically create a support case if there is a problem with a device in your environment e Upload the generated system log collection to Dell e Verify if an updated version of SupportAs
34. e contract level under which the device is covered The service contract column may display Unknown SupportAssist cannot determine the service contract Invalid Service Tag The service tag of the device is invalid No Service Contract This device is not covered under a Dell service contract Expired Service Contract The service contract of the device has expired Basic Support This device is covered under a Dell Basic Hardware service contract ProSupport This device is covered under a Dell ProSupport service contract ProSupport Plus This device is covered under a Dell ProSupport Plus service contract Device Type Indicates the type of device as discovered by OpenManage Essentials Storage The device is a PowerVault MD Series or EqualLogic storage array or EqualLogic FluidFS NAS appliance Server The device is a Dell PowerEdge server PowerEdge VRTX iDRAC7 or CMC device Switch The device is a Dell Force10 or Dell PowerConnect Ethernet switch Service Tag A unique alphanumeric identifier that enables Dell to individually recognize each Dell device Date Opened The date and time when the support case was opened You can set the number of support cases displayed per page by using the Display Cases drop down box The navigation icons enable you to navigate the pages of the Case List Related Links Dell SupportAssist Interface Viewing The Case List Sorting The Case List Data By Co
35. ed on the system they are automatically migrated to a version compatible with SupportAssist NOTE The Service Contract column in the SupportAssist dashboard displays unknown for all support cases created prior to the SupportAssist upgrade Once an alert is received from the device the Service Contract column is updated with the appropriate service contract type Uninstalling SupportAssist To uninstall 20 NOTE Uninstalling SupportAssist also uninstalls the associated Dell collection tools If the collection tools are running during the uninstallation a message is displayed On the OpenManage Essentials management server click Start Control Panel Programs and Features The Programs and Features window is displayed Select Dell SupportAssist and then click Uninstall If the Programs and Features dialog box is displayed prompting you to confirm the uninstallation click Yes SupportAssist and the associated system log collection tools are now uninstalled from your OpenManage Essentials server NOTE All device case service contract and user entered information are removed when you uninstall SupportAssist If you reinstall SupportAssist it registers with the SupportAssist server as a new client The support case information that was generated prior to uninstalling SupportAssist is not displayed Using Dell SupportAssist The following sections provide information about configuring and using SupportAssist Launchi
36. edentials If you had edited the credentials for several devices and later want to overwrite the credentials for all those devices to the Default Device Type Credentials you can do so using the System Logs page CAUTION Once you overwrite the device specific credentials the Default Device Type Credentials overwrites the credentials of devices that you had previously edited through the Edit Device Credentials link K NOTE You can overwrite the device specific credentials to the Default Device Type Credentials for all devices belonging to a particular Device Type and Credential Type at a time through the System Logs page To reset the device specific credentials for only a particular device see Resetting The Device Specific Credentials To The Default Device Type Credentials To reset the device specific credentials to the default device type credentials NOTE The Settings tab is accessible only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group 1 Click the Settings tab The System Logs page is displayed 2 Select the device category from the Device Type list 3 Select the credential category from the Credential Type list 28 4 Select Overwrite the device specific credentials with the Default Device Type Credentials for all devices belonging to the current Device Type and Credential Type The Confirmation dialog box is displayed CAUTION If you select the Do not show this rem
37. entials Related Links System Logs Editing Device Credentials Testing SupportAssist Connectivity The connectivity test enables you to test the connectivity between the SupportAssist application installed on the management server and the SupportAssist server hosted by Dell You can test the SupportAssist connectivity status to ensure that you receive the most current case and device updates For example you may want to check the connectivity status following a network outage a router or firewall configuration change or change made to the email address of the primary user To test the SupportAssist connectivity status 24 NOTE The Connectivity Test link is enabled only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group 1 Move the mouse pointer over the user name link that is displayed beside the Help link and then click Connectivity Test The Connectivity Test page is displayed 2 Click Send NOTE If you have opted to not receive email notification when a new support case is generated SupportAssist does not send the connectivity confirmation email as well For more information about email notification settings see Configuring Email Notification Settings SupportAssist initiates the connectivity test Ifthe test is successful a confirmation email message is sent to you The message provides the connectivity status and a reminder to configure your devices for mon
38. erVault DRAC7 CMC Force10 PowerConnect and PowerEdge VRTX devices for OpenManage Essentials discovery All managed PowerEdge EqualLogic EqualLogic FluidFS NAS PowerVault iDRAC7 CMC Force10 PowerConnect and PowerEdge VRTX devices configured to send SNMP traps to the OpenManage Essentials server 11 All managed PowerEdge EqualLogic EqualLogic FluidFS NAS PowerVault iDRAC7 CMC Force10 PowerConnect and PowerEdge VRTX devices discovered categorized and inventoried by the OpenManage Essentials server e PowerVault Modular Disk Storage Manager MDSM installed on the OpenManage Essentials server to support PowerVault MD Series arrays Atrust relationship must exist between the domains of the management server and the managed nodes Microsoft Net Framework 4 5 Microsoft ASP Net e IIS 7 x or 8 x Web browser Internet Explorer 8 9 10 or 11 Mozilla Firefox 22 or 23 supported only on Windows based operating systems Related Links Minimum Requirements Hardware Requirements The following are the minimum recommended hardware configurations Hard drive 8 GB 12 GB K 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 Related Links Minimum Requirements Network Requirements The following are the minimum network requ
39. from the following Client System Management Enterprise System Management Remote Enterprise System Management 61 Serviceability Tools To view the document click the required product version e Using search engines as follows Type the name and version of the document in the Search box Related Links Related Documents And Resources Contacting Dell NOTE If you do not have an active Internet connection you can find contact information on your purchase invoice packing slip bill or Dell product catalog Dell provides several online and telephone based support and service options Availability varies by country and product and some services may not be available in your area To contact Dell for sales technical support or customer service issues Visit dell com support Select your support category Verify your country or region in the Choose a Country Region drop down menu at the top of page PWN P Select the appropriate service or support link based on your need Related Links Related Documents And Resources 62
40. he available options for Switch are e PowerConnect 55 o ee Enables you to view or edit the user name Enables you to view or edit the password in a masked format Enable Password Enables you to view or edit the enable password in a masked format NOTE The Enable Password field is displayed only when the Device Type selected is Switch Community String Enables you to view or edit the community string in a masked format NOTE The Community String field is displayed only when the Device Type selected is Storage Overwrite the device Enables you to overwrite the device specific credentials that you had specific credentials with previously configured for some devices with the Default Device Type the Default Device Type Credentials Only devices of the selected Device Type and Credential Credentials for all devices Type that you had configured with device specific credentials are belonging to the current affected Device Type and Credential Type The following table provides information about the fields displayed under System Log Collection Schedule K NOTE The System Log Collection Schedule options are enabled only if the Enable system log collection scheduling option is selected in the Preferences page K NOTE If your devices are covered under the Dell ProSupport Plus service contract when the Enable system log collection scheduling option is not selected you will not receive some reporting infor
41. he proxy server port number Proxy requires authentication Select this option if the proxy server requires authentication Username Enables you to view or edit the proxy server user name Password Enables you to view or edit the proxy server password in a masked format Confirm Password Enables you to retype the password provided in the Password field in a masked format Related Links Settings Configuring Proxy Server Settings Preferences The Preferences page enables you to configure Auto Update Email Settings Support Collection and Maintenance Mode The following table provides information about the options displayed in the Preferences page 57 CIO CTN Auto Update Enable auto update Select this option to automatically download and install the latest SupportAssist and collection tool updates when they are available The download and installation of the updates occur in the background A message will be displayed if problems occur during the update process NOTE It is recommended that you select the Enable auto update option to ensure that SupportAssist is up to date with the latest features and enhancements Email Settings Receive email notification when a new support Select this option to receive an email notification case is opened when a new support case is opened Preferred email Language Select the preferred language for email notifications Support Collection Automatically start a log collect
42. hed SupportAssist e Queries Dell once every three minutes for cases in the Submitted state to determine if it needs to update the case status e Determines the last time the case data was updated for a submitted case It then queries the cases for which cached status information has expired in the last three minutes e Queries Dell once every 15 minutes for cases in all status other than Submitted NOTE If the data for a particular case is older than 15 minutes by the next poll time SupportAssist queries for that data in the current poll Therefore SupportAssist may only poll for cases that are in the Open state for case data every 12 minutes Event Handling SupportAssist intelligently handles event storm conditions allowing up to nine separate alerts from your OpenManage Essentials managed environment in a 60 minute time span However if it receives 10 or more separate alerts it automatically enters Maintenance Mode For information on Maintenance Mode see Preferences and Setting SuppotAssist To Maintenance Mode Maintenance Mode suspends any further processing of alerts enabling you to make infrastructure changes without generating unnecessary alerts After 30 minutes in Maintenance Mode SupportAssist automatically exits Maintenance Mode and resumes normal alert processing Data Collected By SupportAssist Es NOTE By default SupportAssist collects data from all supported devices in an environment irrespective of the
43. ials managed Dell devices then compress and upload it for use by Dell technical support to diagnose issues For information about the generated system log collection see Accessing And Viewing The System Log Collection To configure SupportAssist to monitor supported devices in the environment after installing SupportAssist follow the instructions in Setting Up SupportAssist Related Links Installing SupportAssist Installing SupportAssist Using The OpenManage Essentials Installation Package To install K NOTE Before you begin make sure that e The system is able to connect to the Internet e You have Administrator privileges on the system e On the firewall port 443 is open to access https ftp dell com 15 K NOTE If the installation of SupportAssist fails you can retry the installation at a later time To retry 16 the installation right click the DellSupportAssistSetup exe file available at C Program Files Dell SysMgt Essentials SupportAssistSetup or the OpenManage Essentials custom installation folder and select Run as administrator Extract the OpenManage Essentials installation package Double click the Autorun exe file available in the folder where you extracted the installation package The Dell OpenManage Install screen is displayed If OpenManage Essentials version 1 3 is not installed on the system make sure that Dell OpenManage Essentials is selected Select Dell SupportAssist and the
44. ication problem persists contact your network administrator for further assistance Verifying The Server Certificate To verify the server certificate on ddldropbox us dell com 1 Open https ddldropbox us dell com in a web browser A 404 File or directory not found error may be displayed 2 On the address bar click the Security Report icon a and then click View Certificates The Certificate is displayed 3 In the General tab verify if the certificate displays a valid date 4 Click the Certification Path tab and verify if the GTE CyberTrust Global root certificate is listed Verifying The Installation Of The Collection Tools SupportAssist uses the following collection tools to generate the system log collection from supported devices in an environment Dell System E Support Tool DSET e Dell Lasso The collection tools are automatically downloaded and installed in the background after the installation of SupportAssist To successfully generate the system log collection the collection tools must be of a version that is compatible with SupportAssist 41 To verify if a compatible version of the collection tool is installed 1 Navigate to the Control Panel 2 Click Programs Programs and Features The Uninstall or change a program window is displayed 3 Inthe list of installed applications verify if the compatible version of DSET and Lasso are installed NOTE For information on the version of DSET and Lasso
45. inder again option SupportAssist does not prompt for your confirmation when you attempt to overwrite the device specific credentials the next time 5 Click Yes 6 Click Save Changes Related Links System Logs Editing Device Credentials Sending The System Logs Manually When a support case is opened or updated the SupportAssist application runs the collection tools on the devices that generated the alerts and then uploads the system logs to Dell In certain conditions if required by Dell technical support you may be required to manually collect the system logs and send it to Dell To send the system logs manually NOTE The Send System Logs option is enabled only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group 1 Click the Devices tab The Device Inventory is displayed 2 Select a device in the Device Inventory table The Send System Logs link is enabled 3 Click Send System Logs The Collection Status column in the Device Inventory displays the status of the collection and upload of the system logs Related Links Device Inventory Viewing The Device Inventory Enabling Or Disabling The Automatic Collection Of System Logs By default when a support case is opened or updated SupportAssist is configured to automatically collect the system logs from the device that generated the alert and upload it to Dell To enable or disable the automatic collectio
46. ing The Device Specific Credentials To The Default Device Type Credentials Sorting The Device Inventory Data By Column Name Filtering The Device Inventory Data By Column Name And Keyword Returning The Device Inventory Data To The Default Sorting Setting The Number Of Devices Displayed Per Page Refreshing The Case List Or Device Inventory Display Data 54 Settings The Settings tab enables you to configure SupportAssist By default the System Logs page is displayed when the Settings tab is opened The Settings tab includes the following pages e System Logs Proxy Settings e Preferences Contact Information Related Links System Logs Proxy Settings Preferences Contact Information System Logs The System Logs page enables you to e Edit the credentials required to collect the system logs from supported devices e Schedule system log collections The following table provides information about the fields displayed under Edit Device Credentials Rua CI Device Type Select the device type The available options are Server e Storage Switch Credential Type Select the specific device or operating system for which you want to provide the credentials The options displayed depend on the Device Type you have selected The available options for Server are Windows Linux ESX ESXi iDRAC7 CMC The available options for Storage are e EqualLogic e MD Series e NAS Appliance T
47. inistrator double click the installer package to install SupportAssist However ensure that you acknowledge the Open File Security Warning dialog box to proceed he Dell SupportAssist InstallShield Wizard dialog box is displayed 2 At the This setup will perform an upgrade of Dell SupportAssist Do you want to continue prompt click Yes The Preparing to Install dialog box is briefly displayed and then the Resuming the Install Wizard for SupportAssist dialog box is displayed 3 Click Next The Install Wizard Completed dialog box is displayed 4 Click Finish The SupportAssist application opens in a web browser and the First Time Setup screen is displayed NOTE After the upgrade of SupportAssist the Dell collection tools required by SupportAssist are downloaded and installed in the background If the collection tools are already installed on the system they are automatically migrated to a version compatible with SupportAssist K NOTE The Service Contract column in the SupportAssist dashboard displays unknown for all support cases created prior to the SupportAssist upgrade Once an alert is received from the device the Service Contract column is updated with the appropriate service contract type Upgrading SupportAssist Using The OpenManage Essentials Installer Package To upgrade 1 Double click the OpenManage Essentials executable file The Dell OpenManage Install screen is displayed NOTE If SupportAssis
48. ion when a new Select this option to automatically start a system support case is generated log collection when a new support case is generated Enable system log collection scheduling Select this option to enable scheduling of the system log collection To schedule the system log collection configure the System Log Collection Schedule in the System Logs tab Send network identification information to Dell Select this option to allow sending network identification information to Dell Maintenance Mode Temporarily suspend case generation activity Select this option to set SupportAssist in e g for purposes of downtime external maintenance mode While in maintenance mode troubleshooting etc no new support cases are opened Related Links Settings Enabling Auto Update Configuring Email Notification Settings Enabling Or Disabling The Automatic Collection Of System Logs Enabling Or Disabling The Scheduling Of System Log Collection Filtering The System Log Collection Setting SupportAssist To Maintenance Mode 58 Contact Information The Contact Information page enables you to view and edit the primary and secondary contact information The following table provides information about the items displayed in the Contact Information page GIN CTN Company Information Enables you to view or edit the company name Primary Select this option to view the primary contact information Secondary Select this option to vie
49. irements Internet connection standard Gbe network The OpenManage Essentials management server on which the SupportAssist application is installed must be able to communicate with the SupportAssist server hosted by Dell over the HTTPS protocol The OpenManage Essentials management server on which the SupportAssist application is installed must be able to connect to the following destinations https api dell com support case v2 WebCase end point for the SupportAssist server 12 https ddldropbox us dell com upload ashx the file upload server where the diagnostic test results are uploaded https ftp dell com for new SupportAssist release information K NOTE To verify if the destinations are reachable follow the instructions in Ensuring Successful Communication Between The SupportAssist Application And The SupportAssist Server The following network ports must be open Onthe management server port 2607 for console launch port 162 for SNMP and port 443 for SSL communication and SupportAssist update information On the managed node port 161 for SNMP and port 1311 for OMSA NOTE For information about the other dependent ports see the Supported Protocols and Ports section in the Dell OpenManage Essentials User s Guide at dell com openmanagemanuals Related Links Minimum Requirements Installing SupportAssist You can install SupportAssist by downloading one of
50. itive Help The context sensitive help provides information about features and tasks that are applicable to the current view on the dashboard Once you invoke the context sensitive help you can navigate or search through the entire SupportAssist help system To access the context sensitive help click the ew icon that appears in the dashboard The context sensitive help is displayed in a new browser window 43 44 Troubleshooting The following sections describe procedures you can use to troubleshoot Dell SupportAssist issues Installing SupportAssist SupportAssist installation requires elevated Microsoft User Authentication UAC privileges and may fail if you attempt to install by double clicking on the installer executable If this occurs install SupportAssist as follows 1 Right click the installer executable 2 Select Run as administrator NOTE SupportAssist installation requires that you allow Dell to save certain Personally Identifiable Information PII such as your contact information and local administrator credentials and so on SupportAssist installation cannot proceed unless you allow Dell to save your PII Registration Failure After the installation of SupportAssist application on the management server the SupportAssist application registers with the SupportAssist server hosted by Dell If the registration is successful e A registration confirmation email is sent to your primary contact The Client ID va
51. itoring The SupportAssist dashboard displays the following message A connectivity test has been successfully sent to Dell SupportAssist When you receive the connectivity confirmation email from SupportAssist ensure that your supported Dell devices are properly configured for monitoring For more information see the Dell OpenManage Essentials User s Guide at dell com openmanagemanuals If the connectivity test fails the following error message is displayed Error Connectivity test failed Please check your network settings If your network settings are correct please contact Dell Technical Support for further instructions If SupportAssist displays an error message follow the instructions in Ensuring Successful Communication Between The SupportAssist Application And The SupportAssist Server and then click Retry If the error persists and you are certain that your network settings are correct click the Dell Technical Support link that appears below the error message to engage Dell technical support for troubleshooting assistance Once the error is resolved repeat step 1 to step 2 Related Links Connectivity Test Filtering The System Log Collection The system logs collected by SupportAssist includes personally identifiable information PII such as the complete configuration snapshot of storage systems hosts and network devices which can contain host identification and network configuration data In most
52. k at 12 00 AM 32 EqualLogic Weekly Monday at 12 00 AM Device Type Device or Operating System Schedule NAS appliance Weekly Monday at 12 00 AM De NEN Dell PowerVault MD series Weekly Monday at 12 00 AM De i Switch PowerConnect Monthly Monday of the first week at 12 00 AM Ss Dell Force 10 Weekly Monday at 12 00 AM Related Links Scheduling The Periodic Collection Of System Logs Disabling The Scheduling Of System Log Collection For A Specific Device Type Disabling The Scheduling Of System Log Collection For A Specific Device Type To disable the scheduling of system log collection for a specific device type Es NOTE Disabling the scheduling of system log collection for a specific device type only disables the generation of system log collection at periodic intervals on those devices It does not disable SupportAssist from generating a system log collection and uploading it to Dell if a support case is opened for those devices NOTE The Settings tab is accessible only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group Click the Settings tab The System Logs page is displayed Under Edit Device Credentials select the Device Type for which you want to disable scheduling You can select from Server Storage Switch Select the Credential Type for which you want to disable scheduling The options available vary based on the Device Type you
53. llow the instructions in Setting Up SupportAssist Related Links Installing SupportAssist Verifying The Installation To verify if the software hardware and network components required for SupportAssist to provide proactive support are configured correctly see the Dell SupportAssist Version 1 3 For Dell OpenManage Essentials Quick Start Guide at dell com ServiceabilityTools Upgrading SupportAssist Es NOTE Upgrade to SupportAssist version 1 3 is supported only if OpenManage Essentials version 1 3 is installed on the system For information on installing OpenManage Essentials version 1 3 see the OpenManage Essentials Version 1 3 User s Guide at dell com OpenManageManuals You can upgrade SupportAssist version 1 1 1 1 1 1 2 or 1 2 1 to version 1 3 To upgrade SupportAssist download one of the following e SupportAssist version 1 3 installation package available at dell com SupportAssistGroup e Dell OpenManage Essentials version 1 3 installation package available at delltechcenter com ome 18 Upgrading SupportAssist Using The SupportAssist Installation Package To upgrade 1 On the Dell OpenManage Essentials management server right click the SupportAssist installer package and select Run as administrator K NOTE UAC requires that the installation is performed with elevated privileges that are obtained only through the Run as administrator option If you are logged on to the OpenManage Essentials server as an adm
54. lue is displayed in the SupportAssist Help About window Registration failure occurs if the SupportAssist application has problems communicating with the SupportAssist server hosted by Dell To resolve the communication problems see Ensuring Successful Communication Between The SupportAssist Application And The SupportAssist Server Launching SupportAssist If you seea Problem starting the Dell SupportAssist Service error upon launching SupportAssist There may be a Microsoft Windows registry configuration problem with the SupportAssist Windows service To resolve this issue uninstall and then reinstall SupportAssist e The SupportAssist dashboard requires some DLLs that are installed in OpenManage Essentials The SupportAssist installer checks that OpenManage Essentials is installed and then checks the OpenManage Essentials version If the DLLs are manually removed the following error appears during installation Error 1920 Service Dell SupportAssist Service PhomePluginWindowsService failed to start f this occurs 45 Verify that you have sufficient privileges to start system services Check the log file txt file in the logs directory typically C Program Files x86 Dell Dell Integrated Support logs in 64 bit operating systems and at C Program Files Dell Dell Integrated Support logs in 32 bit operating systems to see which component failed to load Services 46 The SupportAssist application
55. lumn Name Filtering The Case List Data By Column Name And Keyword Returning The Case List Data To The Default Sorting Setting The Number Of Cases Displayed Per Page Refreshing The Case List Or Device Inventory Display Data Device Inventory The Device Inventory displays the supported OpenManage Essentials discovered devices The Edit Device Credentials link allows you to edit the credentials of a selected device The Send System Logs link allows you to collect the system logs from a selected device and uploads it to Dell You can filter the devices that are displayed by selecting an option from the Filter By drop down box The C icon enables you to refresh the devices that are displayed The following table describes the automatically generated inventory information for your supported Dell devices as displayed in the Device Inventory page 55 Device Type Indicates the type of device as discovered by OpenManage Essentials Storage The device is a PowerVault MD Series or EqualLogic storage array or EqualLogic FluidFS NAS appliance Server The device is a Dell PowerEdge PowerEdge VRTX iDRAC7 or CMC device Switch The device is a Force10 or PowerConnect Ethernet switch Service Tag A unique alphanumeric identifier that enables Dell to individually recognize each Dell device Device Name Indicates the NetBIOS name of the device as discovered by OpenManage Essentials Collection Status In
56. mation about your devices CIS CI Frequency Enables selecting the frequency at which system logs are collected The available options are None e Weekly e Monthly Specify day and time Enables selecting the day and time when you want to collect the system logs 56 If the Frequency is set to Weekly the available options are weeks 1 or 2 day of the week sunday monday tuesday wednesday thursday friday and saturday hour in hh mm format and AM PM If the Frequency is set to Monthly the available options are week of the month first second third fourth and last day of the week sunday monday tuesday wednesday thursday friday and saturday hour in hh mm format AM PM and months 1 or 3 Displays the date and time at which the system logs will be collected next Related Links Settings Configuring The Default Device Type Credentials Scheduling The Periodic Collection Of System Logs Overwriting The Device Specific Credentials With The Default Device Type Credentials Proxy Settings The Proxy Settings page enables you to configure the proxy server settings The following table provides information about the items displayed in the Proxy Settings page IN CI Use proxy settings Select this option to enable configuring the proxy server settings Proxy Server Address or Name Enables you to view or edit the proxy server address or name Proxy Port Number Enables you to view or edit t
57. n click Install If you select Dell OpenManage Essentials and Dell SupportAssist installation of OpenManage Essentials starts After OpenManage Essentials is installed the SupportAssist setup is initiated The system prerequisites for installing SupportAssist are verified If the system prerequisites are met the Welcome to Dell SupportAssist Installer window is displayed Click Next The License Agreement window is displayed Read the terms in the communication requirements and click Agree K NOTE SupportAssist installation requires that you allow Dell to save certain Personally Identifiable Information PII such as your contact information administrator credentials of the devices to be monitored and so on SupportAssist installation cannot proceed unless you allow Dell to save your PII Read the software license agreement click I Agree and then click Next If the system connects to the Internet through a proxy server the Proxy Settings window is displayed Otherwise the Registration window is displayed If the Proxy Settings window is displayed provide the following a In the Server Address field type the proxy server address or name b In the Port field type the proxy port number NOTE If the proxy server credentials are not provided SupportAssist connects to the proxy server as an anonymous user c Ifthe proxy server requires authentication select Proxy requires authentication and then provide the following inf
58. n for the device to Dell For more information see Sending The System Logs Manually Security The Settings tab is inaccessible and the Connectivity Test link is disabled On clicking Settings tab a dialog box is displayed with the following message Access Denied You must be logged in as a member of the Dell OpenManage Essentials Administrators or Power Users group to access this content The Edit Device Credentials and Send System Logs links remain disabled even after selecting a device in the Device Inventory If this occurs ensure that you are logged on as a member of either the OpenManage Essentials Administrators or Power Users group Identifying SSL Connection Failure SSL connection failure may occur if your system does not have the required certificate installed from the issuing root certificate authority GTE CyberTrust Global Root All Dell certificates are issued from this certificate authority 47 To verify if the certificate is installed in Internet Explorer 1 Click Tools Internet Options The Internet Options dialog box is displayed 2 Click the Content tab and then click Certificates The Certificates dialog box is displayed 3 Click the Trusted Root Certification Authorities tab 4 Scroll to verify if GTE CyberTrust Global Root is listed in the Issued To and Issued By columns If GTE CyberTrust Global Root is not listed you must install the required certificates See Exporting The R
59. n of system logs 29 NOTE The Settings tab is accessible only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group 1 Click the Settings tab The System Logs page is displayed 2 Click Preferences The Preferences page is displayed 3 Under Support Collection select or clear Automatically start a log collection when a new support case is generated to enable or disable the automatic collection of system logs NOTE By default the Automatically start a log collection when a new support case is generated option is selected 4 Click Save Changes Related Links Preferences Enabling Or Disabling The Scheduling Of System Log Collection By default SupportAssist is configured to collect the system logs from supported devices at periodic intervals and upload it to Dell For information about the default frequency of the collection of system logs see Default System Log Collection Schedule You can also customize the frequency of the collection of system logs for each device type For more information see Scheduling The Periodic Collection Of System Logs To enable or disable the scheduling of system log collection K NOTE Selecting the Enable system log collection scheduling option enables the collection and upload of system logs at periodic intervals from all supported device types If you do not want SupportAssist to collect the system logs for a specific device type
60. necessary alerts To set SupportAssist in or out of Maintenance Mode 35 NOTE The Settings tab is accessible only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group 1 Click the Settings tab The System Logs page is displayed 2 Click Preferences The Auto Update Email Settings Support Collection and Maintenance Mode page is displayed 3 Under Maintenance Mode select or clear Temporarily suspend case generation activity for example for purposes of downtime external troubleshooting etc to toggle the Maintenance Mode status If you select this option SupportAssist is placed in maintenance mode f you clear this option SupportAssist is taken out of maintenance mode 4 Click Save Changes A banner appears along the top of the SupportAssist dashboard displaying Maintenance Mode Once manually placed in maintenance mode SupportAssist remains in that state unless you clear the option as in step 3 NOTE The Maintenance Mode functionality when set manually differs from the manner in which the Maintenance Mode feature handles event storms See Event Handling for more information Related Links Preferences Viewing The Case List To view the Case List click the Cases tab on the SupportAssist dashboard A progress indicator may appear at the bottom of the report to indicate that SupportAssist is in the process of updating the cache of open support cases K
61. ng SupportAssist To launch SupportAssist 1 On the OpenManage Essentials management server Double click the Dell SupportAssist desktop icon Click Start All Programs Dell OpenManage Applications SupportAssist SupportAssist n OpenManage Essentials console click the Extensions tab and then click the SupportAssist Launch link The Windows Security dialog box may be displayed If the Windows Security dialog box is displayed type the User name and Password and then click OK The SupportAssist dashboard opens in a web browser and may display the First Time Setup dialog box K NOTE The recommended screen resolution for optimally viewing the SupportAssist dashboard is 1280 x 1024 or higher Setting Up SupportAssist To ensure that SupportAssist is able to monitor the supported devices generate support cases if there is a problem with any devices and transmit the system logs to Dell perform the following 1 Establish Internet connectivity If your system connects to the Internet through a firewall or proxy server the proxy server settings must be configured in SupportAssist See Configuring Proxy Server Settings NOTE You must update the proxy server settings in SupportAssist whenever the proxy server settings in your environment are changed Establish system log collection Configure the Default Device Type Credentials in the System Logs page for each Device Type and Credential Typ
62. o update 4 Click Save Changes Related Links Preferences Configuring Email Notification Settings You can configure the e mail notification settings based on your e Preference to receive email notifications from SupportAssist e Preferred language To configure the e mail notification settings NOTE The Settings tab is accessible only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group 1 Click the Settings tab The System Logs page is displayed 2 Click Preferences The Auto Update Email Settings Support Collection and Maintenance Mode page is displayed 3 To receive e mail notifications when a new support case is opened under Email Settings select Receive email notification when a new support case is opened K NOTE Disabling support case e mail notifications also disables e mail connectivity test e mails 4 To set the language in which you want to receive e mail notifications from the Preferred Email Language list select a language NOTE The Preferred Email Language is enabled only when the Receive email notification when a new support case is opened option is selected 5 Click Save Changes Related Links Preferences Setting SupportAssist To Maintenance Mode SupportAssist can also be set in or out of Maintenance Mode Maintenance Mode disables automatic case generation activity thereby allowing you to make infrastructure changes without generating un
63. on registration email move the mouse pointer over the Help link at the top right corner of the SupportAssist dashboard and then click About In the About window verify if a Client ID value is specified If the Client ID value is not specified it indicates that the registration was unsuccessful To ensure that the registration is successful follow the instructions in Registration Failure After the installation of SupportAssist is completed the following system log collection tools are installed in the background Dell System E Support Tool DSET Collection tool for Dell PowerEdge Dell PowerVault NX storage servers and iDRAC7 devices Dell Lasso Collection tool for Dell PowerVault Dell EqualLogic EqualLogic FluidFS NAS Dell Chassis Management Controller CMC Dell Force10 Dell PowerConnect blade server chassis Dell PowerEdge VRTX and PowerVault MD series devices NOTE If the collection tools are already installed on the system they are automatically migrated to a version compatible with SupportAssist K NOTE DSET and Lasso generate the system log collection from OpenManage Essentials managed Dell devices then compress and upload it for use by Dell technical support to diagnose issues For information about the generated system log collection see Accessing And Viewing The System Log Collection To configure SupportAssist to monitor supported devices in the environment after installing SupportAssist fo
64. oot Certificate and Installing The Root Certificate Exporting The Root Certificate To export the root certificate In Internet Explorer go to https dell com If the Certificate Error Navigation Blocked page is displayed click Continue to this website not recommended 3 At the Do you want to view only the webpage content that was delivered securely prompt click Yes On the address bar click the Security Report icon a 5 Click View certificates The Certificate window is displayed 6 Click Details 7 Click Copy to File The Certificate Export Wizard is displayed Click Next 9 In the Export File Format page click Next 10 In the File to Export page click Browse The Save As window is displayed 11 Navigate to the location you want to save the certificate file 12 Type a file name and click Save 13 In the Export File Format page click Next 14 Click Finish The status of the export is displayed 15 Click OK Installing The Root Certificate Before you begin ensure that e You are logged in using the user account with which SupportAssist was installed e You have administrator privileges e The SupportAssist service is running e You have exported the certificate file See Exporting The Root Certificate 48 To install the root certificate 1 8 9 10 11 12 13 14 15 16 17 18 19 20 21 Click Start Run The Run dialog bo
65. ormation in the corresponding fields Username The user name must contain one or more printable characters and must not exceed 104 characters Password The password must contain one or more printable characters and must not exceed 127 characters Confirm Password Reenter the password The password must match with the one provided in the Password field d Click Next The proxy settings are validated If the validation is unsuccessful verify the proxy settings and try again or contact your network administrator for assistance e In the Validation Successful dialog box click OK The Registration window is displayed 9 Provide the following information for the primary contact to whom Dell must send alert notifications case status notifications and so on Company Name The company name must contain one or more printable characters and must not exceed 256 characters Country Territory Select your country or territory First Name The first name can contain letters quotation marks periods spaces and must not exceed 50 characters Last Name The last name can contain letters quotation marks periods spaces and must not exceed 50 characters Phone Number It must contain a minimum of 10 characters and must not exceed 50 characters Alternate Phone Number Optional with the same requirements as the Phone Number Email Address Provide the
66. r your device 2 Contact Dell technical support See Contacting Dell 50 Dell SupportAssist Interface The top right corner of the SupportAssist dashboard displays links that you can use to navigate the interface The following table describes the links that are displayed SupportAssist Opens the SupportAssist User Group website in a new browser window Community Move the mouse pointer over the link to display a drop down that provides the following options Help Opens the Help window that provides links to Dell technical support and product manuals About Opens the About window that provides information about the SupportAssist version copyright information and also notifies if a newer version of SupportAssist is avaialable User name Displays the user name of the currently logged in user Move the mouse pointer over the user name link to display a drop down that contains a link to the Connectivity Test page K NOTE The Connectivity Test link is enabled only if you are logged in as a member of the Dell OpenManage Essentials Administrators or Power Users group Displays in the SupportAssist header area in the following situations i Update Available e If an error occurred during the update of SupportAssist e If the Settings Preferences Enable auto update option is not selected and you cancel the SupportAssist Update notification that is displayed You can click the link to download and install the SupportA
67. re available every Monday at 11 am management server date and time If updates are available e f auto update is enabled the updates are downloaded and automatically installed in the background e If auto update is disabled the Update Available notification window is displayed You can click Install to download and install the latest updates To enable auto update see Enabling Auto Update If you click Cancel in the Update Available notification window or an error occurs during the update process the t Update Available notification is displayed in the SupportAssist header You can click the Update Available notification to download and install the updates at a later time K NOTE After the updates are downloaded and installed an update successful message is displayed To view and use the latest updates and enhancements you must refresh the SupportAssist dashboard The log file AutoUpdate log file txt related to the SupportAssist update can be located at C Program Files x86 Dell Dell Integrated Support logs Enabling Auto Update To enable auto update 34 NOTE The Settings tab is accessible only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group 1 Click the Settings tab The System Logs page is displayed 2 Click Preferences The Auto Update Email Settings Support Collection and Maintenance Mode page is displayed 3 Under Auto Update select Enable aut
68. redentials 27 Overwriting The Device Specific Credentials With The Default Device Type Credentials 28 Sending The System Logs Manually sss nennen nnne 29 Enabling Or Disabling The Automatic Collection Of System Logs 29 Enabling Or Disabling The Scheduling Of System Log Collection ssess 30 Scheduling The Periodic Collection Of System Logs mene 31 Network Bandwidth Consumption And Recommendations For Scheduling Periodic COMEGHON 5 O 32 Default System Log Collection Schedule iii A edid d 32 Disabling The Scheduling Of System Log Collection For A Specific Device Type 33 Confirming Connectivity Through The Proxy Server emen 34 AUTO CAC AEE A bio Enabling Auto Update iann cette tt a a ab dd dd e ue Configuring Email Notification Settings eene naar ncnn naar nn nnne nnn Setting SupportAssist To Maintenance Mode ssssssssssssssssseeeeeeeee ne eene neni Viewing The Case List Sorting The Case List Data By Column Name Filtering The Case List Data By Column Name And Keyword ssssssseeeeens 357 Returning The Case List Data To The Default Sorting ssssssssssssse ees 357 Setting The Number Of Cases Displayed Per Page 357 Viewing The Device Inventory irte dtc ent eate metn ted eed te bn ee eco ecu 38 Sorting The Device Inventory Data By Column Name ssssssse meme 58 Filtering The Device Inventory Data By Column Nam
69. rtAssist product version copyright information and detailed SupportAssist feature descriptions To view general and detailed SupportAssist product information 1 Move the mouse pointer over the Help link at the top right corner of the SupportAssist dashboard and then click About The About window is displayed where you can view the general and detailed product information and also the copyright information 2 Click Close to return to the SupportAssist dashboard Viewing Support Information The Help window displays SupportAssist product version and copyright information and provides access to Dell Technical Support and Dell OpenManage Essentials information To view the support information for SupportAssist 1 Move the mouse pointer over the Help link at the top right corner of the SupportAssist dashboard and then click Help The Help window is displayed 2 Inthe Help window Read the General product and copyright information Click the links under Dell SupportAssist Additional Information Updates to view Dell Technical Support launch points community forums blogs and much more Dell product manuals for hardware and software products Click the link under Dell OpenManage Essentials OME Additional Information Updates to view Dell OpenManage Essentials Frequently Asked Questions updates videos and so on 3 Click Close to return to the SupportAssist dashboard Accessing The Context Sens
70. service contract type of the devices and uploads the data to Dell The collection of data is staggered and the data is collected from 5 to 10 devices at a time For information about the default frequency of data collection see Default System Log Collection Schedule SupportAssist continually monitors the configuration data and usage information of OpenManage Essentials managed Dell hardware and software While Dell does not anticipate accessing or collecting personal information such as your personal files web browsing history or cookies in connection with this program any personal data inadvertently collected or viewed will be treated in accordance with the Dell Privacy Policy available for review at dell com privacy The information encrypted in the data log sent to Dell includes the following categories of data Hardware and software inventory Installed devices processor s memory network devices usage and Service Tag Software configuration for servers Operating system and installed applications Network identity information Computer name domain name and IP address Event data Windows event logs core dump and debug logs For more information about the collected troubleshooting information see Accessing And Viewing The System Log Collection E Es NOTE If the security policy of the company restricts sending some of the collected data outside of the company network you can configure SupportAssis
71. sist is available To ensure that the SupportAssist application is able to successfully communicate with the SupportAssist server The management server on which the SupportAssist application is installed must be able to connect to the following destinations https api dell com support case v2 WebCase end point for the SupportAssist server On the management server verify if you can access the following location using the web browser https api dell com support case v2 WebCase wsdl https ddldropbox us dell com upload ashx the file upload server where the diagnostic test results are uploaded Verify if port 443 is open on the management server for ddldropbox us dell com and ftp dell com You can use a telnet client to test the connection For example use the following command o ddldropbox us dell com 443 https ftp dell com for new SupportAssist release information On the management server verify if you can access the following location using the web browser https ftp dell com e Verify if the server certificate on ddldropbox us dell com is valid For more information see Verifying The Server Certificate Verify if the network settings on the management server are correct e If the management server on which SupportAssist is installed connects to the Internet through a proxy server configure the proxy settings in SupportAssist See Configuring Proxy Server Settings If the commun
72. ssist update NOTE The Update Available link is displayed only if you are logged in as a member of the Dell OpenManage Essentials Administrators or Power Users group By default the Cases tab is displayed when SupportAssist is launched The Devices tab displays the supported OpenManage Essentials discovered devices The Settings tab enables you to configure SupportAssist NOTE The Settings tab is accessible only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group Related Links Case List Device Inventory 51 Case List The Case List is the default SupportAssist dashboard view You can filter the cases that are displayed by selecting an option from the Filter By drop down box The g icon enables you to refresh the cases that are displayed The following table describes the automatically generated support case information for your supported Dell devices as displayed in the Case List page Case Status The current state of the support case The status of a case may be Open Dell technical support has opened the submitted case In Progress The case is currently being worked by Dell technical support Customer Deferred Dell technical support has deferred the case at the customer s request Submitted SupportAssist has submitted the case No Case No case exists for this device Reopened The case was previously closed and has been reopened Case Number
73. t is already installed on the system by default the Dell SupportAssist option is selected and grayed out 2 Click Install The Welcome to Dell SupportAssist Installer window is displayed 19 If the Proxy Settings window is displayed provide the following a Inthe Server Address field type the proxy server address or name b In the Port field type the proxy port number NOTE If the proxy server credentials are not provided SupportAssist connects to the proxy server as an anonymous user c If the proxy server requires authentication select Proxy requires authentication and then provide the following information in the corresponding fields Username The user name must contain one or more printable characters and must not exceed 104 characters Password The password must contain one or more printable characters and must not exceed 127 characters Confirm Password Reenter the password The password must match with the one provided in the Password field d Click Next The proxy settings are validated If the validation is unsuccessful verify the proxy settings and try again or contact your network administrator for assistance e Inthe Validation Successful dialog box click OK The Installation Completed window is displayed NOTE After the upgrade of SupportAssist the Dell collection tools required by SupportAssist are downloaded and installed in the background If the collection tools are already install
74. t to filter the collected data before sending it to Dell For more information see Filtering The System Log Collection NOTE For more information about the data collected by SupportAssist and how the collected data is used by Dell see the Dell SupportAssist Security Considerations technical document at dell com SupportAssistGroup What Is New In This Release Support for installing SupportAssist on a management server running Microsoft Windows Server 2012 R2 Standard edition Windows Server 2012 Domain Controller Windows Server 2012 R2 Domain Controller Support for managed nodes running Windows Server 2012 R2 Standard edition Support for a new installation workflow The collection tools are downloaded and installed after the installation of SupportAssist Support for the following Force10 devices Ethernet switch S50 S4820T S5000 and S6000 Ethernet switch router MXL Z9000 and 4810 Support for Dell EqualLogic FS7500 with Fluid File System FluidFS version 1 and 2 EqualLogic FS7600 with FluidFS version 2 K NOTE Only alerts from EqualLogic SAN are supported Support for automatically updating SupportAssist and the associated collection tools 10 2 Installing Upgrading And Uninstalling Dell SupportAssist The following sections provide information about installing upgrading and uninstalling Dell SupportAssist Prerequisites The following are the prerequisites Dell Power
75. t your needs Key Features The key features of SupportAssist include e Remote monitoring Monitors your hardware to inform you of critical alerts e Automated log and configuration collection Information required for troubleshooting the issue is automatically collected and sent to Dell e Automatic support case creation When a critical alert is received from your hardware by OpenManage Essentials the alert information is sent to Dell and a service request is automatically created A Dell technical support agent contacts you about the alert and helps you resolve the issue K NOTE Support cases opened prior to SupportAssist installation do not appear in the SupportAssist dashboard e Proactive parts dispatch Based on examination of the troubleshooting data if the Dell technical support agent determines that a part needs to be replaced in your environment a replacement part is dispatched to you with your consent Features Supported With Dell Service Contracts The features supported in your environment may vary based on your Dell service contract The following table provides a comparison of the features available with the Dell Basic Hardware and Dell ProSupport service contracts Automated log and configuration Environmental intelligence reports Case Data Handling For increased performance SupportAssist case data is cached prior to display in the dashboard and is not displayed in real time When launc
76. the following installation packages e Dell SupportAssist version 1 3 available at dell com SupportAssistGroup Dell OpenManage Essentials version 1 3 available at delltechcenter com ome By installing SupportAssist you agree to the Dell End User License Agreement Type A available for review at dell com softwarelicenseagreement and the Dell Privacy Policy available for review at dell com privacy The use of SupportAssist is also subject to the terms of the Service Agreement and Terms and Conditions of Sale Related Links Installing SupportAssist Using The SupportAssist Installation Package Installing SupportAssist Using The OpenManage Essentials Installation Package Installing SupportAssist Using The SupportAssist Installation Package To install 13 K NOTE Before you begin make sure that The system is able to connect to the Internet e You have Administrator privileges on the system e On the firewall port 443 is open to access https ftp dell com 1 On the Dell OpenManage Essentials management server right click the SupportAssist installer package and select Run as administrator K NOTE Microsoft User Access Control UAC requires that the installation is performed with elevated privileges that are obtained only through the Run as administrator option If you are logged on to the OpenManage Essentials server as an administrator double click the installer package to install SupportAssist However
77. thentication select Proxy requires authentication and then provide the following information in the corresponding fields Username The user name must contain one or more printable characters and not exceed 104 characters Password The user password must contain one or more printable characters and not exceed 127 characters Confirm Password Repeat the user password The password should match with the one provided in the Password field 6 Click Apply SupportAssist tests the proxy server settings and the result of the test is displayed in a dialog box Related Links Proxy Settings Configuring The Default Device Type Credentials SupportAssist runs the appropriate collection tools and gathers the system logs from OpenManage Essentials managed Dell server storage and switch devices To run the collection tools on your supported devices you must configure SupportAssist with the Administrator credentials for each managed device type The Default Device Type Credentials section in the System Logs page allows you to configure SupportAssist with the Administrator credentials for each supported device type and credential type 22 K NOTE Whenever the Administrator credentials of supported devices are changed you must ensure that the Default Device Type Credentials are also updated in SupportAssist Alternately you can create a service account that never expires and provide the service account credentials in
78. to display the data in an ascending or descending order of the column header you clicked Related Links Case List Viewing The Case List Filtering The Case List Data By Column Name And Keyword To filter the case list display data by column name and keyword Select the column name from the Filter By list If you are searching for Case Status Progress Device Type or Service Contract select the search criteria from the search list 3 Ifyou are searching for Case Number Date Opened Case Title or Service Tag type the search keyword in the search text field 4 Click Apply Filters The report refreshes to display the data according to your criteria If there are no matches the following message is displayed No support cases found Please review your search criteria and try again 5 To clear the search criteria and try again click Clear Filters The report refreshes to display the default content 6 Repeat step 1 through step 4 The report refreshes to display the data according to your criteria Related Links Case List Viewing The Case List Returning The Case List Data To The Default Sorting To return to the default Case List view Date Opened in descending order click the Cases tab The report refreshes to the default sorting criteria Any new cases or updates to the current cases appear in the report Cases that are closed since the last refresh no longer appear Related Links Case List Viewing The Cas
79. to display from the Display Devices list You can choose from e 10 per page e 20 per page e 30 per page e 50 per page e 100 per page By default the dashboard is set to display 50 devices per page Related Links Device Inventory Viewing The Device Inventory Refreshing The Case List Or Device Inventory Display Data The Case List or Device Inventory display data can be refreshed in two ways e Click the C icon that appears in the Case List or Device Inventory dashboard to update the displayed data using the currently selected filters This is handy for displaying updated information between poll cycles 39 e Click the Refresh button on the web browser to regenerate the last sort operation The web browser may display a dialog box with the following message To display the webpage again the web browser needs to resend the information you ve previously submitted If you were making a purchase you should click Cancel to avoid a duplicate translation Otherwise click Retry to display the webpage again In the dialog box that is displayed click the Retry button to continue Related Links Case List Viewing The Case List Device Inventory Viewing The Device Inventory Viewing And Updating The Contact Information To view and update the contact information NOTE The Settings tab is accessible only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group 1 Click th
80. ts and services features you use most SupportAssist integrates with Dell OpenManage Essentials to provide support capabilities for the following Dell enterprise server storage and networking solutions using the existing environment data Dell PowerEdge servers 9G to 12G Dell PowerVault NX storage servers Dell PowerVault MD storage arrays Dell EqualLogic SAN devices except PS5000 e Dell EqualLogic devices with Fluid File System FluidFS Dell PowerConnect Ethernet switches Dell Force10 Ethernet switches e Dell PowerEdge M1000e Blade Enclosure e iDRAC7 Dell PowerEdge VRTX K NOTE For a complete list of supported operating systems and device models see the Dell SupportAssist Version 1 3 Support Matrix at dell com ServiceabilityTools K NOTE SupportAssist does not support Dell PowerEdge C servers Dell PowerVault NAS Dell Compellent devices Dell DR4000 Dell PowerVault RD1000 and Brocade switches K NOTE SupportAssist provides limited support for PowerConnect stacked configurations SupportAssist also provides rich device support case and service contract reporting You can access information about the OpenManage Essentials managed Dell devices and related support cases from the Device Inventory and Case List reports in the SupportAssist dashboard Equipping your OpenManage Essentials server with SupportAssist is voluntary and results in improved support products and services designed to mee
81. w the secondary contact information Enables you to view or edit the first name of the primary or secondary contact Last Name Enables you to view or edit the last name of the primary or secondary contact Phone Number Enables you to view or edit the phone number of the primary or secondary contact Alternate Phone Number Enables you to view or edit the alternate phone number of the primary or secondary contact Email Address Enables you to view or edit the email address of the primary or secondary contact Related Links Settings Viewing And Updating The Contact Information Connectivity Test The Connectivity Test page enables you to test the inbound and outbound connectivity status of SupportAssist in order to ensure that you can receive the most current case and device updates For example you may want to check the connectivity status following a network outage a router or firewall configuration or change made to the email address of the primary user When you perform the connectivity test SupportAssist receives the connectivity test request and sends a sample email with the connectivity status and a reminder to configure your devices for monitoring Related Links Testing SupportAssist Connectivity 59 60 Related Documents And Resources Other Documents You May Need In addition to this guide you can access the following guides available at the Dell Support website Dell OpenManage Essentials Version 1
82. x is displayed In the Open box type mmc and click OK The Console1 Console Root window is displayed Click File Add Remove Snap in The Add or Remove Snap ins dialog box is displayed Under Available snap ins select Certificates and click Add gt The Certificates snap in dialog box is displayed Ensure that My user account is selected and then click Finish In the Add or Remove snap ins dialog box click Add gt The Certificates snap in dialog box is displayed Select Computer account and click Next The Select Computer dialog box is displayed Ensure that Local computer the computer this console is running on is selected and click Finish In the Add or Remove snap ins dialog box click OK Under the Console Root click Certificates Current User Right click Trusted Root Certification Authorities All Tasks Import The Certificate Import Wizard is displayed Click Next The File to Import dialog box is displayed Browse to select the certificate file you exported and click Next The Certificate Store information is displayed Click Next Click Finish Right click Intermediate Certification Authorities All Tasks Import The Certificate Import Wizard is displayed Browse to select the certificate file you exported and click Next The Certificate Store information is displayed Click Next Click Finish Under the Console Root click Certificates Local Computer

Dell SupportAssist Version 1.3 For OpenManage Essentials User's Manual

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