Knowledge Base

What is SupportAssist and how to Manage PowerEdge Servers with SA?


Dell SupportAssist automates support by proactively identifying hardware and software issues. When an issue is detected, SupportAssist notifies you about the issue and automatically creates a Support Request with Dell, attaching the data required for troubleshooting and efficient issue resolution.


Table of contents

  1. What is SupportAssist?
  2. What are the different versions of SupportAssist
  3. Why use SupportAssist instead of DSET to gather logs
  4. Frequently Asked Questions
  5. SupportAssist Enterprise
  6. SupportAssist embedded in iDRAC 9 (14G)
  7. SupportAssist for OME (up to OME 2.2)


1. What is SupportAssist?

Watch this short video to better understand what is SupportAssist:








2. What are the different versions of SupportAssist

SupportAssist exists as a standalone version but also as a plugin. This matrix explains all current versions available and their differences.
Note: Since OpenManage Essentials 2.3 (OME) the SupportAssist plugin is no longer supported. OME now works with SupportAssist Enterprise 1.1 and later.

Name Type Support Resources
SA Enterprise Standalone Enterprise devices SupportAssist Enterprise 1.2 Manuals
SA for Client Standalone Laptops and Desktops Resources
SA in iDRAC 9 Embedded 14G PowerEdge iDRAC 9 Manuals
SA for OME
(Legacy)
Plugin PowerEdge, PowerVault,
Storage, Network
SA Version 2.2 for Dell OME User's Guide
SA for EQL Plugin Equalogic SAN SAN HQ Features
SA for SCOM Plugin PowerEdge, PowerVault SA Version 1.1 For Microsoft SCOM User's Guide

Note: Since the 14th generation of Dell PowerEdge servers, SupportAssist is also included in the integrated Dell Remote Access Controller (iDRAC), and can be managed through the iDRAC GUI.



3. Why use SupportAssist instead of DSET to gather logs

As the DSET is being retired, SupportAssist is the tool to generate diagnostics files. SupportAssist Enterprise allows remote and local collections. These collections can be sent manually to the Dell EMC Technical Support. Also, if the device is covered by a valid warranty and if SupportAssist Enterprise has been configured for, the collection will be automatically uploaded to Dell Servers and a case opened.
For legacy PowerEdge not supporting SAE, DSET version 2.2 will remain available.

More information about the transition from DSET to SAE (SupportAssist Enterprise) can be found in this article.


4. Frequently Asked Questions

The SupportAssist Enterprise FAQ can be found in this article.



5. SupportAssist Enterprise

Dell EMC SupportAssist Enterprise is an application that automates technical support for your Dell server, storage, and networking devices.


SupportAssist Enterprise monitors your Dell devices and proactively detects hardware issues that may occur. When a hardware issue is detected, SupportAssist Enterprise automatically opens a support case with Dell Technical Support and sends you an email notification.

Note: Data required for troubleshooting the issue is automatically collected by SupportAssist Enterprise and sent securely to Dell Technical Support.

Manuals:

All relevant manuals are available on the Dell Support Site.


Additional Links:



Below the most important steps are listed :

This section explains how to install SupportAssist Standalone on a Windows server operating system.

Note: SupportAssist Enterprise can be installed on a physical or virtual server.

Note: For the SA host a Windows Server or Linux Server operating system is required. The Linux version only discovers Linux systems via OMSA, but no servers with Windows OS installed.


Servers of generation 12, 13 and 14 are compatible using iDRAC with SAE. Older generations must have OMSA (Open Manage Server Administrator) installed in the OS. Define the generation of your server in this article.

Software Download

Download the installation file for Windows or for Linux.
Save the file and access to the folder.

Installing SupportAssist Enterprise on Windows

1. Right-click the SupportAssist Enterprise installer package, and then click Run as administrator. The Preparing to Install page is displayed briefly, and then the Welcome to SupportAssist Enterprise Installer page is displayed.

2. Click Next. The License Agreement page is displayed.

3. Read about the information that SupportAssist Enterprise collects from devices, and select I Agree.

4. Read the Dell End User License Agreement, select I Agree, and then click Install. The Installing Dell SupportAssist Enterprise page is displayed, and then the Installation Completed page is displayed.

5. Click Finish. The SupportAssist Enterprise Login page opens in a web browser window.

Note: If the system is a member of a domain, you must provide the username in the [Domain\Username] format. For example, MyDomain\MyUsername. You can also use a period [ . ] to indicate the local domain.For example, .\Administrator.

6. Type the Windows operating system username and password, and then click Login. The SupportAssist Enterprise Registration Wizard is displayed.

Note: SupportAssist Enterprise should be able to configure automatically the remote SNMP device. In some cases, this feature doesn't work and needs to be configured manually.

Add a generic device

1. Click Devices. The Devices page is displayed.

2. Click Add Devices. The Add Single Device or Import Multiple Devices wizard is displayed.

3. From the Device Type list, ensure that Server / Hypervisor is selected.

4. Type the IP address or hostname of the server in the appropriate field.

5. Click Next. The Device Credentials page is displayed.

6. Type the username and password of the server in the appropriate fields and click Next. The Discovering Device page is displayed until SupportAssist Enterprise identifies the device.

7. Click Finish. The device is added to the device inventory and the Summary page is displayed.

8. Click OK to close the Add Single Device wizard.


Add a server

Please apply the same steps as below. With the new generation, servers can be directly added using the iDRAC, which is OS independent. For older generations, SupportAssist needs OMSA to act as an intermediate between SA and iDRAC.
Note: For 12G, 13G and 14G servers, the iDRAC should be added. For older generations, use OMSA. (Define the generation of your server in this article)
  • For iDRAC
Host Name/IP Address IP of the iDRAC
Display Name name of your server
Username login of iDRAC
Password password of iDRAC
  • For OMSA
Host Name/IP Address IP of the server
Display Name name of your server
Username administrator login
Password administrator password


3. After pressing Ok, the device will be discovered.

You may have to wait a while before the next popup shows.

You can use SupportAssist Enterprise to collect and send the system information from a device to Dell.

1. Click Devices. The Devices page is displayed.

2. Select a device from which you want to collect and send system information to Dell. The Start Collection link is enabled.

3. Click Start Collection. The Name / IP address column on the Devices page displays a progress indicator and message that indicate the status of the collection and upload of the system information.

Note: This diagnostic file is associated to your device service tag.

If an incident is detected by SA Standalone, a support case will be automatically opened and the collection file sent.

Where are diagnostics files saved in SupportAssist Enterprise? (SAE)

  • For collections from a storage, networking, chassis, or multiple devices only — In the Collections page, select the collection and in the collection overview pane, click Download File.
  • If SupportAssist Enterprise is installed on a Windows operating system — Navigate to C:\Program Files\Dell\SupportAssist\reports and locate the collection .zip file.
  • If SupportAssist Enterprise is installed on a Linux operating system — Navigate to /opt/dell/supportassist/scripts/reports and locate the collection .zip file.


6. SupportAssist embedded in iDRAC 9 (14G)

Starting with the 14th generation of PowerEdge servers, SupportAssist is now embedded in the integrated Dell Remote Access Controller (iDRAC). When registered, SupportAssist automatically identifies hardware faults, creates support cases, and initiates contact from Dell EMC to the customer.

For troubleshooting, the SupportAssist Collection can be manually exported through the iDRAC web interface even without a registration.


Links:



7. SupportAssist for OME (up to OME 2.2)

Note: The steps below describe the SupportAssist plugin for OpenManage Essentials (OME) 2.2. Since OME 2.3, this plugin doesn't work anymore and is replaced by SupportAssist Enterprise 1.1.

The SupportAssist Plugin adds proactive support capabilities to the management tool OpenManage Essentials. Linked with OpenManage Essentials, this SupportAssist plugin will notify Dell support when an issue arises on a Server, but also on supported Storage and Network devices.


Interactive User Guides are available on the eSupport site:

Dell SupportAssist 2.2 for Dell OpenManage Essentials Support Matrix (English only)
Dell SupportAssist 2.2 for Dell OpenManage Essentials User's Guide


Below the most important steps are listed:

The following are the prerequisites:
  • Dell PowerEdge servers running at least Dell OpenManage Essentials version 2.2
  • 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.

The following are the minimum required software configurations:

  • Dell OpenManage Essentials version 2.2. or later
  • Optional: Dell OpenManage Server Administrator (OMSA) installed and operational on all managed PowerEdge servers.
Note: OMSA is required for monitoring Dell PowerEdge servers only if you discover the servers using the operating system IP address. OMSA is not required to monitor Dell PowerEdge 12th generation or later servers if you discover the server using the iDRAC IP address.
  • SNMP agent must be enabled on all managed PowerEdge servers, EqualLogic, PowerVault, iDRAC, CMC, Networking (previously Force10 and PowerConnect) and PowerEdge VRTX devices for OpenManage Essentials discovery.
  • All managed PowerEdge, EqualLogic, PowerVault, iDRAC, CMC, Networking (previously Force10 and PowerConnect) and PowerEdge VRTX devices must be configured to send SNMP traps to the OpenManage Essentials server.
  • All managed PowerEdge, EqualLogic, PowerVault, iDRAC, CMC, Networking (previously Force10 and PowerConnect) and PowerEdge VRTX devices must be discovered, categorized and inventoried by the OpenManage Essentials server.
Note: For monitoring EqualLogic storage arrays in SupportAssist, you must discover the EqualLogic storage arrays in OpenManage Essentials using the Group Management IP or Storage Group IP.
  • PowerVault Modular Disk Storage Manager (MDSM) must be installed on the OpenManage Essentials server to support PowerVault MD Series arrays.
  • A trust relationship must exist between the domains of the management server and the managed nodes.
  • Microsoft .Net Framework 4.5
  • Microsoft ASP.Net
  • IIS 7.x or 8.x
  • Web browser – Internet Explorer 10, or 11; Mozilla Firefox 31 or later; supported only on Windows-based operating systems.
The following are the minimum recommended hardware configurations (Figure 1 - only English):
Dell SupportAssist Version 2.1 Hardware Requirements
Figure 1: Dell SupportAssist Version 2.1 Hardware Requirements
The following are the minimum network requirements:
  • Internet connection – standard Gbe network.
  • The management server on which SupportAssist is installed must be able to communicate with the SupportAssist server hosted by Dell over the HTTPS protocol.
  • The management server on which the SupportAssist is installed must be able to connect to the following destinations:
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 table lists the ports that must be open on the management server and the managed nodes (Figure 2 - only English):
Dell SupportAssist Version 2.1 -Port Details
Figure 2 - Dell SupportAssist - Port Details
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.
  1. Log into the management server.
  2. Visit Dell.com/SupportAssistGroup. Download OME and SupportAssist software bundle (registration needed). If you already have OME, Download SupportAssist for OME.
  3. Scroll down to the SupportAssist for Enterprise section. Click Download OME and SupportAssist software bundle in the Software downloads and instructions column.
  4. Fill the details in the form and click Submit. The page with the download link is displayed.
  5. Click Download and click Save. OpenManage Essentials 2.2 is downloaded.
  6. Right-click the OpenManage Essentials installer file and click Run as administrator. The WinZip Self-Extractor window is displayed.
  7. Click Unzip.
  8. At the unzip successful prompt, click OK. The Dell OpenManage Essentials Install window is displayed.
  9. Ensure that Dell SupportAssist is selected. Click Install. The Dell OpenManage Essentials Prerequisites window is displayed.
  10. Click Install All Critical Prerequisites.
  11. At the confirm installation prompt, click Yes and wait until the prerequisites are installed.
  12. In the Dell OpenManage Essentials Prerequisites window, click Install Essentials.
  13. At the install Essentials on a local or remote database prompt, click Yes and wait until Microsoft SQL Express 2012 is installed.
  14. In the Dell OpenManage Essentials Prerequisites window, click Install Essentials. The Install Wizard for Dell OpenManage Essentials window is displayed.
  15. Click Next. The License Agreement page is displayed.
  16. Read the terms, and if you agree to the terms, select I accept the terms in the license agreement and click Next. The Setup Type page is displayed.
  17. Click Next. The Ready to Install the Program page is displayed.
  18. Click Install. The Installation Completed page is displayed.
  19. Click Finish. The OpenManage Essentials home portal is displayed in a new browser window. Simultaneously, the Welcome to Dell SupportAssist Installer window is displayed.
  20. In the Welcome to Dell SupportAssist Installer window, click Next. The License Agreement page is displayed.
  21. Read about the data that SupportAssist collects, and select I Agree.
  22. Read the license agreement, and select I Agree.
  23. Click Next and wait until the installation is complete.
  24. Click Finish. The SupportAssist Setup Wizard is displayed in a new web browser window.
Note: OMSA is required for monitoring Dell PowerEdge servers only if you discover the servers using the operating IP address. OMSA is not required to monitor Dell PowerEdge servers of 12th generation or later if you discover the server using the iDRAC IP address.
  1. Log into the remote device and download Dell OpenManage Server Administrator Managed Node Version 8.4 for Windows (64-bit).
  2. Right-click the OpenManage Server Administrator installer file and select Run as administrator. The WinZip Self-Extractor window is displayed.
  3. Click Unzip.
  4. At the Unzip successful prompt, click OK.
  5. Browse to the C:\Openmanage\windows folder.
  6. Right-click the setup file and select Run as administrator. The Server Administrator window is displayed.
  7. Click Install Server Administrator. The install wizard is displayed.
  8. Click Next. The License Agreement page is displayed.
  9. Read the terms and click Next. The Setup Type page is displayed.
  10. Click Next. The Ready to Install the Program page is displayed.
  11. Click Install. The Install Wizard Completed page is displayed.
  12. Click Finish.
Note: The following steps are applicable only to Microsoft Windows Server 2012 or later operating systems. For all other operating systems, skip the following steps and proceed to Configure SNMP Service.
  1. On the remote device, open Server Manager.
  2. Click Manage > Add Roles and Features. The Add Roles and Features Wizard is displayed.
  3. Click Next repeatedly until the Features page is displayed.
  4. On the Features pane, scroll down and click Remote Server Administrator Tools > Feature Administration Tools > SNMP Tools, and then click Next.
  5. Click Install.
  6. After the installation is complete, click Close.
  1. On the remote device, open a command prompt, type services.msc and press Enter. The Services window is displayed.
  2. In the right pane, double-click SNMP Service. The SNMP Service Properties window is displayed.
  3. Click the Traps tab.
  4. In the Community name field, type public and click Add to list.
  5. Under Trap destinations, click Add. The SNMP Service Configuration window is displayed.
  6. In the Host name, IP or IPX address field, type the IP address of the server on which OpenManage Essentials is installed and click Add.
  7. Click the Security tab.
  8. Under Accepted community names, click Add. The SNMP Service Configuration window is displayed.
  9. In the Community Name field, type public and click Add.
  10. Select Accept SNMP packets from any host and click Apply.
  11. Click OK to close the SNMP Service Properties window.
  12. In the Services window, right-click SNMP Service and select Restart.
  1. On the management server, double-click the OpenManage Essentials desktop icon. OpenManage Essentials opens in a new web browser window.
  2. On the menu bar, click Manage and then click Discovery and Inventory sub-menu. The Discovery and Inventory portal is displayed.
  3. Click Add Discovery Range. The Discovery Wizard Configuration window is displayed.
  4. Select Guided Wizard and then click Finish. The Discover Devices wizard is displayed.
  5. In the IP address / range field, type the IP address of the remote device.
  6. Click Add and then click Next. The Device Type Filtering page is displayed.
  7. Select suitable protocol for discovery.
  8. Click Next repeatedly until the Summary page is displayed.
  9. Click Finish. The Discovery Range Summary portal is displayed. The portal displays the status of the device discovery.
  10. After the discovery is complete, click the Devices menu. The Devices portal is displayed. The remote device that you discovered is displayed in the Servers node of the All Device tree in the left pane.
  1. Go the web browser window where the SupportAssist Setup Wizard is displayed.
  2. On the Welcome page, click Next. The Registration page is displayed.
  3. Provide the contact information, select the preferred email language, and click Next. The System Credentials page is displayed.
  4. Type the username and password of a user account that has Administrator rights on the management server, and click Next. The Summary page is displayed.
  5. Click Finish. The SupportAssist Cases page is displayed.
  6. Click the Settings tab. The System Logs page is displayed.
  7. Under Edit Device Type Credentials, type the username and password of the remote device in the appropriate fields.
  8. Click Save Changes.

Launching Dell SupportAssist

To launch SupportAssist:

On the OpenManage Essentials management server, do one of the following:< >Double-click the Dell SupportAssist desktop icon. Click Start→ All Programs→ Dell OpenManage Applications→ Dell SupportAssist→ Dell SupportAssist.In OpenManage Essentials dashboard, click the Extensions tab, and then click the SupportAssist Launch link.If the Windows Security dialog box is displayed, type the Username and Password, and then click OK.

The SupportAssist dashboard opens in a web browser and may display the First-Time Setup dialog box.


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, you must perform the following:

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.

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 Type.
For monitoring Dell Force 10 Ethernet switches only — Rediscover Force 10 Ethernet switches in Dell OpenManage Essentials.


Need more help?
Find additional PowerEdge and PowerVault articles

Visit and ask for support in our Communities

Create an online support Request


Artikel-id: SLN299049

Laatste wijzigingsdatum: 12/13/2017 08:38 AM


Beoordeel dit artikel

Nauwkeurig
Nuttig
Eenvoudig te begrijpen
Was dit artikel nuttig?
Ja Nee
Stuur ons feedback
Opmerkingen mogen geen speciale tekens bevatten: <>() \
Excuses, ons feedbacksysteem is momenteel offline. Probeert u het later nog eens.

Hartelijk dank voor uw feedback.