Dell EMC SupportAssist Enterprise 2.x – Guide and Download

Dell EMC SupportAssist Enterprise 2.x – Guide and Download


Dell SupportAssist Enterprise (SAE) 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 EMC. It will also attach server hardware logs required for troubleshooting and efficient issue resolution.


Table of contents

  1. What is Dell EMC SupportAssist Enterprise?
  2. SupportAssist Enterprise Resources
  3. How does SupportAssist Enterprise Work
  4. Additional Information
    1. What are the different versions of SupportAssist?
    2. SupportAssist embedded in iDRAC 9 (14G)
    3. Why use SupportAssist instead of DSET to gather logs?
    4. SupportAssist for Server or Plugin's

1. What is SupportAssist Enterprise (SAE)?

SupportAssist Enterprise is an application that automates technical support for your Dell server, storage, and networking devices. SupportAssist Enterprise monitors your devices and proactively detects hardware issues that may occur. When a hardware issue is detected, SupportAssist Enterprise automatically opens a support case with Technical Support and sends you an email notification. SupportAssist Enterprise automatically collects the system state information that is required for troubleshooting the issue and sends it securely to Dell. The collected system information helps Technical Support to provide you an enhanced, personalized, and efficient support experience. SupportAssist Enterprise capability also includes a proactive response from Technical Support to help you resolve the issue. SupportAssist is included with all support plans, but features vary based on service level agreement.

Also, SupportAssist Enterprise can monitor hardware issues that may occur on devices that you are managing using OpenManage Essentials, Microsoft System Center Operations Manager (SCOM), or OpenManage Enterprise. connecting to these devices using the extensions.

Note: Dell EMC SupportAssist Enterprise (SAE) can only be installed on Windows or Linux operating systems.



2. SupportAssist Enterprise Resources

Download the latest version of SupportAssist Enterprise (SAE):

  • Navigate to Dell.com/support and select your model, or enter service tag.
  • Select Drivers and downloads
  • Keyword SupportAssist Enterprise
  • Download the Dell EMC SupportAssist Enterprise Version for Windows or Linux

SupportAssist Enterprise provides the following features and capabilities.
  • Support for additional device models and devices with newer firmware versions
  • Monitor overall site health connectivity and status of your devices
  • Validate site inventory to verify the status of your devices
  • Collect system information and logs from virtual machines
  • View your Dell EMC asset information from your company's TechDirect account
  • Integrate automated parts dispatch with specific TechDirect accounts at a global and device-group level
  • Update SupportAssist Enterprise by installing a patch when it is available
  • REST API interface for integrating SupportAssist Enterprise with data center tools and applications
For the complete list of issues resolved, please refer to the SupportAssist Enterprise "Release Note" document included on the download page.


Manuals

To access the documentation, please select the latest SupportAssist Enterprise version on this link dell.com/support/home/products/software_int/software_serviceability_tools. Then click the "Manuals and documents" tab. The User's Guide and additional documents are displayed. The manual covers many scenarios including how to install, discover, and manage devices.

Community

Get more assistance, and discuss more about SupportAssist Enterprise on the community forums.

Additional Links:

Videos

This playlist provides tutorials to use the features of the SupportAssist Enterprise. Click in the top-left corner to display the list of available videos.




3. How does Dell EMC SupportAssist Enterprise Work?

When SupportAssist Enterprise is set up and the devices and configured correctly. SupportAssist Enterprise will receives an alert whenever a hardware event occurs on any monitored device. The received alerts are filtered by using various policies to determine if the alerts qualify for creating a support case or for updating an existing support case. All qualifying alerts are sent securely to the SupportAssist server hosted by Dell, for creating a support case or for updating an existing support case. After the support case is created or updated, SupportAssist Enterprise collects system information from the device that generated the alert and sends the information securely to Dell. The system information is used by Technical Support to troubleshoot the issue and provide an appropriate solution.

You can also use SupportAssist Enterprise to only collect and send system information from your devices to Dell. By default, SupportAssist Enterprise automatically collects and sends system information from your devices at periodic intervals and on case creation. If required, you can also manually start the collection and upload of system information to Dell.

Note 1: SupportAssist Enterprise does not create a support case for every alert that is received from a monitored device. A support case is created only for a device that has an active service contract (ProSupport or ProSupport Plus), and if the alert type and number of alerts received from the device match with the predefined criteria for support case creation.

Note 2: To experience the automatic case creation and system information collection capabilities of SupportAssist Enterprise, you must complete the registration. Without registration, you can only use SupportAssist Enterprise to manually start the collection and upload of system information from your devices to Dell.

Note 3: Collected data is securely sent to Dell EMC servers for diagnostic purposes only.


Additional Information

1. 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
SupportAssist Enterprise Standalone Enterprise devices
SupportAssist for Client Standalone Laptops and Desktops
SupportAssist in iDRAC 9 Embedded 14G PowerEdge

Note: Since the 14th generation of Dell PowerEdge servers, SupportAssist is also in the integrated Dell Remote Access Controller 9 (iDRAC9), and can be managed through the iDRAC9 GUI.



2. 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


3. Why use SupportAssist instead of DSET to gather logs?

SupportAssist is the tool to generate diagnostics issues with Dell EMC servers. 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. The collection is automatically uploaded to Dell Servers, and a case opened.

Legacy PowerEdge devices not supported by SAE, the retired Dell System E-Support Tool (DSET) 2.2 is available for Windows and Linux systems up to the 10th generation.


4. SupportAssist Plugin's


SupportAssist for Server and SupportAssist plugin's are legacy products which do not get any security updates/bug fixes. We recommend uninstalling SupportAssist for Server and SupportAssist plugin's and recommended to move to the latest SupportAssist Enterprise 2.x or 4.x product versions to get the best of Dell SupportAssist's proactive, predictive support and bug fixes, security vulnerability fixes.





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Article ID: SLN299049

Last Date Modified: 11/19/2019 06:27 AM


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