Data Domain: Understanding Dial Home

Summary: This guide explains what Dial Home is on Data Domain systems, what data it sends to Dell, and how each connection method and report type works. Expectations are set for how these automated reports speed issue detection, simplify support, and improve system‑health visibility. ...

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Instructions

What "Dial Home" Really Means

Dial Home, Call Home, and Connect Home all describe the same function: your Data Domain system automatically sends diagnostic reports and alerts to Dell Support. These automated transmissions help Dell spot potential issues early, open service requests when appropriate, and provide faster, more accurate troubleshooting.

Your system may automatically send the following report types:

  • Autosupport (ASUP)
  • Daily Alert Summary
  • Real-Time Alerts
  • Coredump Analysis
  • Telemetry (Dell AIOps data)

Connections Methods

Your Data Domain system can send information to Dell using the following channels:

  1. Email (SMTP)

Email is the default and simplest connection method and it:

  • Uses your organization’s configured SMTP mail server
  • Sends ASUPs, alerts, and summaries as email attachments
  • Remote Support Access not available
  1. Secure Remote Services, Secure Connect Gateway, and SupportAssist
  Secure Remote Services  Secure Connect Gateway SupportAssist
Version Available DDOS 6.0 to 7.9 DDOS 7.10 to 8.1

DDOS 7.13.1.30 and later

DDOS 8.3+
Platform ESRSv3 ESRSv3 Embedded Service Enabled (ESE)
Method ConnectEMC ConnectEMC SupportAssist
Connection Connection is established from Secure Remote Services Gateway to the Dell backend server. Connection is established from Secure Connect Gateway to the Dell backend server.

Direct Connection - Connection is directly established between Data Domain and Dell backend servers.

Gateway Connection - Connection is established from ESE to the gateway and then to the Dell backend server.
Remote Support Access ✓ ✓ ✓
Telemetry shared with Dell AIOps N/A
✓
✓
Telemetry shared with Cyber-Security N/A N/A ✓
How to configure dial home? Configure SRS/SCG and troubleshooting ConnectEMC issues How to configure, update and reset SupportAssist/ESE

Report Types Explained

  • Telemetry (Dell AIOps data)

Telemetry is lightweight, continuous health and performance metadata sent to Dell AIOps (previously CloudIQ). It supports:

  • Proactive health insights
  • Capacity and performance trend analysis
  • Predictive analytics

If telemetry is missing, Dell AIOps may show incomplete or outdated system health information.

  • Auto-Support (ASUP)

ASUPs are daily and event‑triggered diagnostic reports that include:

  • System identification
  • Command outputs
  • Log file summaries

ASUPs help Dell Support identify early signs of underlying issues before they become disruptive.

  • Daily Alert Summary

A daily email summarizing:

  • Recent non‑critical alerts
  • Disk usage warnings
  • Early indicators of conditions that might require maintenance
Useful for anticipating issues before they escalate.
  • Real-Time Alerts

System events trigger immediate notification, such as:

Examples include:

  • Hardware faults
  • Disk failures
  • Connectivity losses
  • Configuration problems
 
Note: Not all alerts create an automatic Service Request (SR). For details on which alerts generate Service Requests (SRs), see article Alerts that Automatically Open a Dial Home Service Request
 
  • Coredump Analysis

DDOS can automatically scan and summarize coredumps, then include the analysis in telemetry. This helps Dell:

  • Quickly identify software-related faults
  • Accelerate troubleshooting
  • Avoid having to pull large files manually

Configuration Requirements

For Dial Home to work reliably, both the asset’s Primary Contact and the system’s dial‑home configuration must be set correctly.
  • Update the Primary Contact for your Asset.

Dell Support cannot reach the right person if the Primary Contact is outdated. This contact receives all Dial Home notifications and service‑request updates.

Update the Primary Contact at the asset level using the article Update Dial Home Primary Contact for Your Asset

  • Configure Dial Home on the Data Domain System.

Your system must be configured to send data using SRS/SCG or SupportAssist (ESE), depending on DDOS version.

Use the appropriate guide:

Correct configuration ensures ASUPs, telemetry, and alerts reach Dell without interruption.

Affected Products

Data Domain
Article Properties
Article Number: 000437572
Article Type: How To
Last Modified: 27 آذار 2026
Version:  2
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