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How to install and gather logs on Windows systems with SupportAssist Enterprise

Summary: This article details the installation process for SupportAssist Enterprise for windows based servers. It also shows how to gather diagnostics logs.

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Article Content


This article explains in detail how to install SupportAssist Enterprise (previously known as SupportAssist) and use the software to gather logs from the server.


HOW11858_en_US__1icon Note: For legacy PowerEdge (9G & 10G), SupportAssist cannot be installed. The DSET 2.2 alternative is available for Windows and Linux.


Table of Contents:

  1. Download SupportAssist Enterprise
  2. Pre-Requisites
  3. Installing SupportAssist Enterprise
  4. Opening SupportAssist Enterprise
  5. SupportAssist Registration
  6. Perform a Network Test
  7. Configuring SupportAssist to monitor remote servers
  8. Uploading Logs to Dell



Supported Systems:

  • Windows Server 2008 SP2
  • Windows Server 2008 R2 SP1
  • Windows Server 2012
  • Windows Server 2012 R2
  • Windows Server 2016
  • Windows Server 2019



Download SupportAssist Enterprise

To Download SupportAssist Enterprise:

  1. Go to and select your server model or enter service tag.
  2. Select "Drivers and downloads"  
  3. Keyword: SupportAssist Enterprise 
  4. Download the latest Dell EMC SupportAssist Enterprise Windows Management Server.



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

2. These Server Ports must 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.

3. These Server Ports must 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.


4. Web browser requirements

To view the SupportAssist Enterprise user interface, one of the following web browsers is required:

  • Internet Explorer 10 or later
  • Mozilla Firefox 31 or later
  • Google Chrome 59 or later
  • Microsoft Edge 38 or later


HOW11858_en_US__1icon Note: Transport Layer Security (TLS) version 1.1 or later must be enabled on the web browser. 


HOW11858_en_US__1icon Note: To open SupportAssist Enterprise by using Internet Explorer: In the Security tab, enable Active Scripting. In the Advanced tab, enable Play animations in web pages.



Installing SupportAssist Enterprise


HOW11858_en_US__1icon Note: Choose a server (physical or virtual) that has internet access to proceed with the installation:


Follow the instructions below to install SupportAssist Enterprise:

  1. Right-click the installer and select the option "Run as administrator". In the splash screen, press "Next" to start the installation process.HOW11858_en_US__6image(10204)
    Figure 1: SupportAssist Enterprise Installer Welcome screen

  2. The terms and license agreement will be displayed. If you agree with the terms, select " Accept " in and click "Next".
    Figure 2: SupportAssist Enterprise Terms and Conditions Acceptance

  3. Take note of the URL/port numbers to access SupportAssist Enterprise locally and remotely, as displayed in Figure 3.
  4. Click "Finish" to conclude the installation.
    Figure 3: SupportAssist Enterprise URL/port numbers Display and Finish Installation


Opening SupportAssist Enterprise

Open SupportAssist using one of the below methods in a supported browser:

  • Locate the SupportAssist Enterprise Icon on the desktop or the start menu of the system that it was installed on.
    • HOW11858_en_US__9image(10207)

  • To Open SupportAssist Enterprise from the local system
    • http://localhost:9099/SupportAssist
  • To Open SupportAssist Enterprise from a remote System: 
    • http://<IP Address>:5700/SupportAssist

The SupportAssist Enterprise login screen will to open as in Figure 4. Log in using a user that has admin rights to the server in which SupportAssist was installed.

Figure 4: SupportAssist Enterprise login screen


SupportAssist Registration

  1. Follow the steps below to register for SupportAssist Enterprise:
  2. Click "Next" in the Welcome screen and you will be directed to the registration screen.
    Figure 5: Registration Wizard - Welcome screen

    Figure 6: Registration Wizard - Company details entry

  3. After filling the requested information, press "Next".  

  4. Enter the dispatch information for parts replacement for this specific server

    Figure 7: Registration Wizard - Dispatch information entry

  5. Press "Next" to browse to the TechDirect integration screen. More information on TechDirect can be found in the article A usage guide to Dell TechDirect.
    Figure 8: Registration Wizard - TechDirect integration (optional)

  6. Press sign in and enter your TechDirect user details (optional)
    Figure 9: Registration Wizard - TechDirect sign in
  7. Once signed in to TechDirect you will be provided with one time password
    Figure 10: Registration Wizard - TechDirect One Time Password entry

  8. If the registering process is successful, a final summary will appear for your confirmation.
    Figure 11: Registration Wizard - Final Summary

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


HOW11858_en_US__1icon Note: If the application is installed in a physical server, the server will be listed automatically in the "Devices" tab.


Perform a Network Test

To confirm connectivity, perform a network test as shown below:

  1. Select "Network Connectivity Test" in the top-right corner of the SupportAssist Enterprise Overview screen
    Figure 12: SupportAssist Enterprise Network Connectivity Test location

  2. Select the appropriate test and click "Test Connectivity"
    Figure 13: SupportAssist Enterprise Network Connectivity Test selection  

  3. View the results of the Network Connectivity Test in the Status column
    Figure 14: SupportAssist Enterprise Network Connectivity Test Results


HOW11858_en_US__1icon SMTP will show not configured. To add your own email server, click to configure. If not configured, the SMTP will use the Dell Email servers for alerts.


Configuring SupportAssist to monitor remote servers

This section goes through the steps for configuring SupportAssist to monitor remote servers.

  1. Adding Credentials
  2. Creating a credential profile
  3. Adding a Single Device
  4. Creating a rule for discovery


Adding Credentials

We recommend first providing the SupportAssist Enterprise application with the login credentials for your devices iDrac/Windows/VMware and so on. They can be reused to log in, configure, and receive alerting from. To provide SupportAssist Enterprise with the login credentials, follow the steps below:

  1. In the "Devices" tab, click "Manage Credentials" then "Account Credentials"
    Figure 15: SupportAssist Enterprise Account Credentials Location

  2. In the "Manage Account Credentials", click "add Credentials"
    Figure 16: SupportAssist Enterprise Account Credentials Add Button

  3. In The "Account Credentials" screen, provide the login details for your Server/Hypervisor/Idrac/Network devices, and so on
  4. Repeat the process for each type of device on your network so you have all provided to SupportAssist Enterprise.
    Figure 17: SupportAssist Enterprise Account Credentials Add Details


Creating a credential profile

When credentials for all device type's on the network that you want to monitor have been added, you can add the credentials to a credentials profile.

  • In the "Devices" tab, click "Manage Credentials" then "Credential Profile"
    Figure 18: SupportAssist Enterprise Account Create Credential Profile


Add a Single Device

To add a device to SupportAssist Enterprise follow the steps below:

  1. In the "Devices" tab, click "Add Device"
    Figure 19: SupportAssist Enterprise Add Device

  2. Select the Device Type from the list, add the IP and name the device.
    Figure 20: SupportAssist Enterprise Add Device Details

  3. After selecting the Device Type and filling the requested information, you will need a to select account credential profile from the drop-down.
  4. After SupportAssist Enterprise establishes communication with the device, on the Add single device screen, you can assign the device to a group. 
    Figure 21: SupportAssist Enterprise Add Device Assign device group


Creating a rule for discovery

To discover all iDRAC / Servers in a range, you can create a rule for discovery.

  • In the "Devices" tab, click "Manage Rules for Device Discovery"
    Figure 22: SupportAssist Enterprise Devices Manage Rules for Device Discovery


Uploading Logs to Dell

Uploading Logs to Dell

  1. To send the logs gathered on your server, select the server and click "Start Collection"
    Figure 23: SupportAssist Enterprise Log Collection Screen showing Start Collection

  2. The log gathering process will start and will automatically upload to Dell Support servers.
    Figure 24: SupportAssist Enterprise Log Collections Screen showing Upload Status

  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.
    Figure 25: SupportAssist Enterprise Log Collections tab
  4. You can view or download the collection as you want.




Article Properties

Affected Product

SupportAssist Enterprise Application 2.x

Last Published Date

10 Sep 2021



Article Type

How To