Data Domain: Understanding Dial Home

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

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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 (SRS) / Secure Connect Gateway (SCG) / SupportAssist
    Secure Remote Services (SRS) Secure Connect Gateway (SCG) 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 SRS Gateway to Dell EMC backend server. Connection is established from SCG Gateway to Dell EMC backend server.

    Direct Connection - Connection is directly established between DD and Dell EMC backend servers.

    Gateway Connection - Connection is established from ESE to gateway and then to the Dell EMC backend server.
    Remote Support Access
    		 ✓ ✓ ✓
    Telemetry shared with Dell AIOps
    		 N/A
    ✓
    		✓
    Telemetry shared with Cyber-Security
    		 N/A N/A ✓
    How to configure?

    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.

     

    AutoSupport (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 KB article Alerts that Automatically Open an 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 needing 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 KB 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.

     

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    Artikelegenskaber
    Artikelnummer: 000437572
    Artikeltype: How To
    Senest ændret: 17 mar. 2026
    Version:  1
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