How to Install and gather logs on Linux Systems using SupportAssist Enterprise

This article will explain how to install and gather diagnostics logs utilizing SupportAssist Enterprise (previously known as SupportAssist) in Linux environments.

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Table of Contents

1. SupportAssist Enterprise download
2. Pre-Requisites
3. Binary Upload to /root
4. Choosing a server
5. SupportAssist access
6. SupportAssist registration
7. Configuring SupportAssist to monitor remote servers
8. Sending gathered logs

Supported Systems:

• Red Hat Enterprise Linux 5.x, 6.x, 7.x (except for Red Hat Enterprise Linux 6.6)
• CentOS 6.x, 7.x
• SLES 12 and 12 SP1
• Oracle Linux 6.x, 7.x

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1. SupportAssist Enterprise Download

Download the installer for Dell SupportAssist Enterprise (SAE) from the Dell Support page, selecting from the list or search for SupportAssist to find the latest version

Manuals:
https://www.dell.com/support/home/product-support/product/supportassist-enterprise-v1.2/manuals
 

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2. Pre-Requisites

The server in which SupportAssist will be installed needs to be able to communicate with the following addresses:

• https://apidp.dell.com

• https://is.us.dell.com

• https://downloads.dell.com

These Server Ports need to stay open:

• 22 - Outbound - For log connection in Linux system.

• 25 - Outbound - For SMTP communication (to send emails)

• 80 - Outbound - For HTTP communication

• 135 - Outbound - For Windows Management Instrumentation communication (WMI)

• 162 - Outbound - To receive alerts (SNMP traps) for remote devices

• 443 - Outbound - For Secure Socket Layer (SSL) communication and WS-Man, including checks for SupportAssist updates

• 1311 - Outbound - For OMSA communication.

• 5700 - Inbound - For opening SupportAssist (HTTPS) from a remote device.

• 5701 5702, 5703, 5704 - Inbound - To collect info on monitored systems.

• 9099 - To be able to open SupportAssist from a local server.

These Server Ports need to stay open for remote devices:

• 22 - To log connection in Linux system.

• 135 - For Windows Management Instrumentation communication (WMI).

• 161 - To receive alerts (SNMP traps) for the local SupportAssist server.

• 443 - For Secure Socket Layer (SSL), WS-Man and VMWare Web Services

• 1311 - For OMSA communication.

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3. Binary Upload to /root

1. Connect to the server using WinSCP:
   
   
   Image - Connect to the server using WinSCP

2. Navigate to the folder where the binary was saved;

3. Right click on the binary and select "Upload", as the image below:
   
   Image - click on the binary and select "Upload

4. Check if the bin file was transferred to the "/root" folder.

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4. Choosing a server

Chose a server (Virtual or Physical) that has access to the internet to install the application.

1. Connect to the server via SSH using Putty.
   
   
   Image - Connect to the server via SSH using Putty

2. Modify the file's permission using the command:

   • chmod +x supportassistenterprise_X.X.X.XX.bin

    

3. Run the Install File:

   • ./supportassistenterprise_X.X.X.XX.bin

    

4. Read the license agreement until the end pressing the space bar. If you agree with the terms, press "Y";
   
   
   Image -  license agreement

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5. SupportAssist access

1. Access the server using an internet browser (Internet Explorer or Mozilla) from a Windows server: https://server_IP:5700/SupportAssist

2. The following logon screen will be displayed.
   
   Image - SA logon screen

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6. SupportAssist Registration

1. Click Next in the Welcome screen and you will be directed for the registration screen. This is where you will insert the data that will be available to Dell once a case is opened.
   
   Image - registration screen

2. After filling the requested information, hit Next.  
   
   Image - Registration wizard info complete

3. If the registering process was successful, a final summary will appear for your confirmation.
   
   
   Image - registration confirmation

4. If registration fails, an option to configure proxy settings will be displayed.

 

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7. Configuring SupportAssist to monitor remote servers

1. In the "Devices" tab, click "Add Device":
   
   
   Image - Add Device

2. Select the Device Type from the list and add the IP and name the device.
   
   Image - Select the Device Type

3. After selecting the Device Type and filling the requested information, you will be prompted to enter the Device Credentials:
   
   
   Image - enter the Device Credentials

4. After SupportAssist is able to establish communication with the device, the Add single device screen and you will be able to assign the device to a group. 
   
   
   Image - assign the device to a group

5. Upon conclusion, the device will have the Success status.
   
   
   Image - device Success status

6. Select the device and check if Monitoring is set to Enabled.
   
   
   Image - Monitoring is set to Enabled.

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8. Uploading Logs to Dell

1. To send the logs gathered on your server, select the server and click "Start Collection":
   
   
   Image - Start Collection

2. Log gathering process will start and will automatically upload to Dell Support servers.
   
   
   Image - Log gathering process

3. After the process is finished, contact the support representative responsible for your service request. You can also check the sent logs in the Collections tab.
   
   
   Image - sent logs in the Collections tab

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