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Dell EMC SupportAssist Enterprise 2.x – Guide and Download

Summary: Dell EMC SupportAssist Enterprise 2.x automates support by proactively identifying hardware and software issues.

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Article Content


Symptoms

Dell EMC SupportAssist Enterprise 2.x automates support by proactively identifying hardware and software issues. When an issue is detected, SupportAssist Enterprise 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


What is SupportAssist Enterprise 2.x?

SupportAssist Enterprise 2.x is an application that automates technical support for your Dell server, storage, and networking devices. SupportAssist Enterprise 2.x monitors your devices and proactively detects hardware issues that may occur. When a hardware issue is detected, SupportAssist Enterprise 2.x automatically opens a support case with Technical Support and sends you an email notification. SupportAssist Enterprise 2.x 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 2.x capability also includes a proactive response from Technical Support to help you resolve the issue.

SupportAssist Enterprise 2.x can monitor hardware issues that may occur on devices that you are managing using OpenManage Enterprise or OpenManage Essentials supported adapter.

SupportAssist Enterprise 2.x Overview
Dell EMC SupportAssist Enterprise 2.x application is supported on Windows or Linux operating systems.

SupportAssist Enterprise 2.x Resources

Download the latest version of SupportAssist Enterprise 2.x:

  • Navigate to Dell.com/support and select your model, or enter service tag.
  • Select Drivers and downloads
  • Keyword SupportAssist Enterprise 2.x
  • Download the Dell EMC SupportAssist Enterprise 2.x Version for Windows or Linux

SupportAssist Enterprise 2.x 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, see the SupportAssist Enterprise 2.x version documentation.

Manuals

See SupportAssist Enterprise 2.x version documentation for the latest documentation including the User's Guide, Support Matrix and Release Notes.

Community

Get more assistance, and discuss more about SupportAssist Enterprise 2.x on the community forums.

Additional Links:

Videos

This playlist provides tutorials to use the features of the SupportAssist Enterprise 2.x.


How does Dell EMC SupportAssist Enterprise 2.x Work?

When SupportAssist Enterprise 2.x is set up and the devices and configured correctly. SupportAssist Enterprise 2.x 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 Enterprise 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 2.x 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.

SupportAssist Enterprise 2.x can collect and send system information from your devices to Dell. By default, SupportAssist Enterprise 2.x 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.

SupportAssist Enterprise 2.x 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.
To experience the automatic case creation and system information collection capabilities of SupportAssist Enterprise 2.x, you must complete the registration. Without registration, you can only use SupportAssist Enterprise 2.x to manually start the collection and upload of system information from your devices to Dell EMC.
Collected data is securely sent to Dell EMC servers for diagnostic purposes only.

Additional Information

What are the different versions of SupportAssist Enterprise

Name Purpose Benefit
Dell EMC OpenManage Enterprise SupportAssist plug-in

The SupportAssist plugin is designed to deliver an automated, proactive support experience for the data center, providing a single pane of glass for Complete Lifecycle Management.

For customers with OpenManage Enterprise, this enables an embedded SupportAssist experience and is ideal for monitoring up to 8000 devices including servers, chassis under one console.

  • Enhanced support experience
  • Support across your data center
  • Manage all your PowerEdge devices in one place
SupportAssist Enterprise 4.x - Virtual Edition A new virtual edition with secure two-way connection between your environment and Dell EMC ideal for monitoring up to 4,000 devices including data storage, servers, networking, CI/HCI and data protection in one place.
  • Virtual Appliance: VMware, Microsoft Hyper-V
  • Proactive, automated issue detection and case creation and notification
  • Predictive issue detection for failure prevention
  • Remote issue resolution
SupportAssist Enterprise 2.x An Windows or Linux based appliction to help reduce your steps and time to resolution, often detecting issues before they become a crisis. Ideal for environments monitoring up to 18,000 devices including servers and storage.
  • Issue alerts
  • Automatic case creation
  • Predictive issue detection for failure prevention
  • Proactive contact from Dell EMC Support
SupportAssist Integration in iDRAC SupportAssist Integration in iDRAC allows you to create SupportAssist collections and utilize other SupportAssist features to monitor your system and datacenter. iDRAC provides an application interfaces for gathering platform information that enables support services to resolve platform and system problems.
 

Video: SupportAssist Enterprise Versions


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Why use SupportAssist Enterprise 2.x instead of DSET to gather logs?

SupportAssist Enterprise 2.x 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 for Windows and Dell System E-Support Tool (DSET) 2.2 for Linux is available for systems up to the 10th generation.

Cause

Dell EMC

Resolution

Dell Technologies

Article Properties


Product

SupportAssist Enterprise Application

Last Published Date

13 Jul 2021

Version

10

Article Type

Solution