Skip to main content
  • Place orders quickly and easily
  • View orders and track your shipping status
  • Enjoy members-only rewards and discounts
  • Create and access a list of your products
  • Manage your Dell EMC sites, products, and product-level contacts using Company Administration.

SupportAssist Enterprise 2.x - Frequently Asked Questions (SAE FAQ)

Summary: Everthing you need to know about Dell SupportAssist and it's automated, proactive support features.

This article may have been automatically translated. If you have any feedback regarding its quality, please let us know using the form at the bottom of this page.

Article Content


Symptoms

This article answers frequent questions about SupportAssist Enterprise (SAE).


Table of Contents

  1. What are the system requirements for monitored devices?
  2. What is the language support for SAE?
  3. What alerts open proactive support cases before hardware failures?
  4. What happens on hardware faults?
  5. What happens to SupportAssist features when ProSupport coverage on my monitored system expires?
  6. Security and Data Protection Which types of data do the Dell SupportAssist collect?
  7. How many devices can be monitored in SAE?
  8. What is supported by SAE?
  9. I have the TLS Issue Error Message: Impossible to contact Dell Upload Server
  10. I have already connected the SupportAssist client with my Portal Dell TechDirect, is it possible to add SAE?
  11. Can I use SAE without allowing SNMP protocol?
  12. Which Operating Systems are supported to install SupportAssist Enterprise?

     

What are the system requirements for monitored devices?

For monitoring a device through the agent-based method, the Dell OpenManage Server Administrator (OMSA) agent must be installed and running on the device. The recommended version of OMSA varies based on the generation of device and the operating system running on the device.

For monitoring a system independent of the Dell OMSA agent, SupportAssist is compatible with iDRAC7, iDRAC8, and iDRAC9.


 

What is the language support for SAE?

The SupportAssist software interface is available in English, German, French, Spanish, Simplified Chinese, and Japanese.


 

What alerts open proactive support cases before hardware failures?

SupportAssist processes alerts that are received from monitored devices to determine if the alerts qualify for support case creation. If an alert matches with the predefined criteria for case creation, a support case is proactively created.


 

What happens on hardware faults?

When a fault occurs on a system with active ProSupport entitlement, Dell SupportAssist opens a new case with Dell technical support. You receive an email notification containing the case number for that service tag, and a Dell Support Technician contacts you to resolve the issue. A diagnostic file is automatically uploaded to Dell Servers.


 

What happens to SupportAssist features when ProSupport coverage on my monitored system expires?

If your ProSupport service contract expires, the automatic case creation feature is disabled. You will, however, continue to receive email notifications from SupportAssist on hardware faults. If you extend your ProSupport contract on a system (service tag), the automatic case creation is reenabled automatically on that system.


 

Security and Data Protection: Which types of data does the Dell SupportAssist collect?

The Dell SupportAssist collects system attributes and basic performance data. System attributes include the make, model, service tag, and OS. The application does not collect any files that are stored on the system or any information about application usage. Exceptions are automated diagnostics log files and SupportAssist error log. All information sent from the console to Dell is encrypted with a 256-Bit Encryption.


 

How many devices can be monitored in SupportAssist Enterprise?

A maximum of 15,000 devices can be monitored in SAE.


 

What is supported by SupportAssist Enterprise?

Servers
  • Dell EMC 9th to 14th generation of PowerEdge servers
For legacy PowerEdge devices (up to 10th generation), Dell System E-Support Tool (DSET) 2.2 is available for Windows and Linux systems.
  • Dell EMC PowerEdge C Series servers
  • Dell EMC XC Series of Web-scale Hyperconverged Appliances
  • Dell EMC Datacenter Scalable Solutions
  • Dell OEMready servers (either rebranded or debranded Dell hardware)
SupportAssist Enterprise is also compatible with integrated Dell Remote Access Controller 7 (iDRAC7), iDRAC8, and iDRAC9. For collecting system information from an iDRAC, the minimum required iDRAC firmware version is 1.57.
Modular Infrastructure (Chassis)
  • Dell PowerEdge FX2/FX2s
  • Dell PowerEdge VRTX
  • Dell PowerEdge M1000e
Storage
  • Dell PowerVault DL devices
  • Dell Storage PS Series (previously EqualLogic)
  • Dell Storage MD Series (previously PowerVault)
  • Dell Storage SC Series (previously Dell Compellent)
  • Dell Storage NX Series (network-attached storage (NAS) devices)
Networking
  • Dell PowerConnect switches
  • Dell Force10 switches
  • Dell Networking switches
  • Dell X-Series switches
  • Dell Wireless Controllers Mobility Series
  • Brocade FC switches
  • Cisco Nexus switches
Software
  • SAN HQ
  • SCVMM
  • vCenter
Solution
  • Web-Scale
 

I have the TLS Issue Error Message: Impossible to contact Dell Upload Server

Check if there is not a firewall issue and that the console can reach the following destinations:
https://is.us.dell.com/FUS/api/2.0/uploadfile
https://apidp.dell.com
https://is.us.dell.com/FUSCHUNK/api/1.0/file/uploadChunk
https://downloads.dell.com



 

I have already connected the SupportAssist client with my Portal Dell TechDirect, is it possible to add SAE?

This feature is available with SupportAssist Enterprise version 1.2 and later. 

Find detailed information in the dedicated article. How to connect SupportAssist Enterprise with TechDirect? 


 

Can I use SAE without allowing SNMP protocol?

No, communication between console and devices relies on SNMP protocol.

How to import multiple devices in SAE?
To import multiple devices, please create a CSV file (the template is embedded in the tool). Discovery feature ("Add discovery range") and Database import from OpenManage Enterprise is not yet supported.


 

Which Operating Systems are supported to install SupportAssist Enterprise?

The following OS is supported:

Windows operating systems:
  • Microsoft Windows Server 2008 R2 SP1 Standard, Enterprise, and Datacenter
  • Microsoft Windows Server 2012 Standard, Essentials, and Datacenter
  • Microsoft Windows Server 2012 R2 Standard and Datacenter
  • Microsoft Windows Server 2016 Standard, Essentials, and Datacenter
  • Microsoft Windows 2008 Small Business Server
  • Microsoft Windows 2011 Small Business Server
  • Microsoft Windows Server Core 2012
  • Microsoft Windows Server Core 2012 R2
  • Microsoft Windows Server Core 2016
Linux operating systems:
  • Red Hat Enterprise Linux 7.x
  • Red Hat Enterprise Linux 6.x
  • Red Hat Enterprise Linux 5.x
  • CentOS 7.x
  • CentOS 6.x
  • Novell SUSE Linux Enterprise Server 12 SP1
  • Novell SUSE Linux Enterprise Server 12 SP2
  • Novell SUSE Linux Enterprise Server 12
  • SUSE Linux Enterprise Server 11 SP4
  • SUSE Linux Enterprise Server 10 SP4
  • Oracle Linux 7.x
  • Oracle Linux 6.x
  • Debian 7.x
  • Debian 6.x
  • Ubuntu 14.x
  • Ubuntu 16.x   
SLN305178_en_US__1icon Installation of SupportAssist Enterprise is not supported on Red Hat Enterprise Linux 6.6.

 

Cause

-

Resolution

-

Article Properties


Affected Product

Servers

Last Published Date

22 Sep 2021

Version

6

Article Type

Solution