Learn how to securely configure SupportAssist as a support channel for your Dell Data Domain system. This step-by-step guide covers both Data Domain Virtual Edition (DDVE) and Physical Appliances, including how to generate an Access Key and PIN, set up connectivity options, and enable remote support. Ensure secure telemetry file transfers and streamline troubleshooting with Dell Enterprise Support.
Hello and welcome to Dell Enterprise Support.
In this video you will learn to configure SupportAssist as a support channel to transfer telemetry files securely and receive remote assistance from the Dell Support for your Dell Data Domain System. First, you have to acquire an access key and PIN. Visit Dell.com/Support: and make sure you are signed in. We will cover Data Domain Virtual Edition first and after that go through the process for DD Physical Appliances. On Dell.com/Support: search for "DDVE".
On the product page quick links section select "Generate Access Key". Verify and Confirm the correct device is selected and click "Next" In the "Search by Site" dropdown, select "Location ID" Location Name or "Location Details" as search option. Location ID is the default selection. Continue by entering the "Location ID" or "Site ID" and click "Search". Click the relevant "Location ID" from the search results. On the next page, enter a four-digit PIN and click "Create My Access Key".
Make sure to save the PIN as it is needed alongside the access key to complete the configuration. Acquiring an Access Key and PIN for Data Domain Appliance. Make sure your have the systems serial number available. You can find this in the DD System Manager UI under "Maintenance" then "System". On Dell.com/Support, search for the required Data Domain Model Number or Appliance. On the product page quick links section select "Generate Access Key". Verify and Confirm the correct Appliance is selected and click "Next".
In the "Search by Site" dropdown, select "Serial Number", "Location ID", Location Name or "Location Details" as search option. Serial Number is the default selection. Continue by entering the "Serial Number" and click "Search". Select the relevant Appliance from the search results. On the next page, enter a four-digit PIN and click "Create My Access Key". Make sure to save the PIN as it is needed alongside the access key to complete the configuration.
The Access Key and PIN are sent to the registered email address. This may take up to 30 minutes. Once you obtain the Access Key and PIN, you can register and configure SupportAssist using the DD System Manager. On the main page, select "Maintenance" then "Support" and "Configuration". In the Support Channel pane, click "Configure SupportAssist".
In the License Agreement pane, review the license agreement, select the Accept check box and click "Next". In the Connection Type pane, you can select one of the connection types. Connect Directly: This connection connects the Data Domain system directly to the Dell server.
In this case, the system automatically uses 443 as the default port. Ensure there are no firewall or network restrictions from the Data Domain Management Interface to the Direct Endpoint “esrs3-core.emc.com” Connect using Gateway Server: This connects the Data Domain system to Dell Support using a Secure Connect gateway server or the SCG gateway server. The server must use the HTTPS protocol. Additional configuration is needed for this connection type.
In the Gateway field, enter the server IP address or fully qualified domain name and port number. Use port number 9443. You can add up to five gateway servers. Once done, click "Test Connectivity" to check if the connection is setup successfully. After the connection is selected, select the "Remote Support" check box in case you require Dell Support to assist you with troubleshooting remotely. Click "Next". Then enter the Access Key and PIN you acquired earlier and received via email. If needed you can click "Generate Access Key and PIN" in case this was not done earlier.
Once done, click "Test Connectivity" to check if the connection is successful using the access key and pin. Click "Next" to continue. Now add contact details for support cases created by SupportAssist and click "Next". Enable "Share Data with CloudIQ" and "Cybersecurity". Review the Cyber-Security agreement and click "Accept". Click "Next" and review the configuration details on the summary page. Then click "Finish". The Configuration is completed and details are displayed in the Support Channel pane. For additional information, please refer to the Knowledge Base Article 242147.
Thank you for watching.
