PowerVault ME5: How to enable SupportAssist using direct connection

• Pre-requisites to enable SupportAssist 
• Configure SupportAssist using PowerVault Manager 
• Contacting Dell technical support 

Dell recommends enabling SupportAssist on PowerVault ME5 series.  SupportAssist can help reduce time taken to resolve technical support queries and when used with APEX AIOps infrastructure observability (formerly CloudIQ) can provide you with insight into array system health, capacity consumption and performance anywhere in the world using an internet browser or CloudIQ smartphone app. 

• Automatic case creation (e.g. disk drive failure) with Dell technical support for in warranty products.
  
  
• Receive notification of available controller or disk drive firmware updates in PowerVault Manager.
  
  
• Use Dells APEX AIOps Infrastructure observability service (formerly CloudIQ) to remotely monitor your arrays heath using internet browser or CloudIQ smartphone application.  For more see APEX AIOps Observability: General Procedures to Onboard PowerVault ME Series Arrays.
  
  
• Easy for operators to send telemetry data from the product to Dell technical support.  See section on SupportAssist in PowerVault ME5: How to collect PowerVault support logs

To configure SupportAssist  connection using a direct connection the Dell endpoints the following pre-requisites must be in place.

SupportAssist can be enabled to send telemetry data by direct connection to Dell endpoints or connect via Dell Secure Connect Gateway (SCG/VE) appliance. To configure SupportAssist using the gateway aggregator refer to this article: PowerVault ME5: How to configure SupportAssist to Connect via Gateway Server

PowerVault administrators must configure PowerVault ME5 array with a DNS server IP address that can resolve the following Dell endpoint hostnames.

Pre-Requisites to enable SupportAssist connection

	Configure	Description
1	DNS	Configure ME5 to use DNS servers to resolve the endpoint hostnames.  See Configuring DNS settings section in the ME5 administrators guide.
		If there is a firewall between the management port and DNS.  DNS lookup queries use TCP port 53.
		Administrators could use Google DNS servers 8.8.8.8 & 8.8.4.4.  Be aware some organizations network security policies may not permit access to open internet DNS servers.
2	Management Network	Connect and configure ME5 controller management ports on networks with a routable network path to the endpoint.
		Controller A management port MUST be connected to the network. SupportAssist service defaults to controller A.   It reverts to controller B when A is offline or restarted.
3	If using direct connection endpoint	Minimum controller firmware version ME5.1.1.0.5.   However, Dell recommends update controller firmware version ME5.1.2.1.1.  Download latest firmware from dell.com/support
		There must be an IP network route from the ME5 management port to the company internet gateway or proxy server
		Where a proxy server is used to connect to the internet, you will need to enter the proxy IP address and credentials (where applicable).   If credentials used are incorrect or password expires in future,  connections to the proxy server will fail.
	If using gateway  appliance endpoint	There must be an IP network route from the ME5 management port to the SCG/VE appliance. Refer to PowerVault ME5: How to configure SupportAssist to Connect via Gateway Server
		Use port 9443 when configuring SupportAssist to connect to a SCG/VE appliance.  Do NOT use port 5700, this is for management only.
4	Firewall	Direct connections must allow outbound TCP connections on port 443 to Dell endpoints.  Hostnames are esrs3-core.emc.com & esrs3-coredr.emc.com
		Company internal networks must open TCP port 9443 to enable ME5 SupportAssist connect to an SCG/VE appliance.
		Network address translation (NAT) is not supported.
		If using SSL/TLS decryption appliances, add an exception for Dell endpoints. hostnames are esrs3-core.emc.com & esrs3-coredr.emc.com
5	EULA	To enable SupportAssist service, administrator must accept the end user license agreement
6	Access key & PIN (AK&P)	AK&P is only required on arrays that shipped from Dell factory prior to April 2023 that have not already been configured or where the ESE service has been reset to default by Dell technical support.  Since April 2023 the access key has been pre-loaded in the factory for PowerVault ME5 systems and is not required on ME5 arrays that currently ship.    For more information refer to PowerVault ME5: How to Generate an Access Key and Pin to Enable SupportAssist
7	APEX AIOps (CloudIQ)	Optional.  When SupportAssist can send telemetry.  Consider signing on to http://apex-aiops.dell.com/ and onboarding your PowerVault ME series array.   Dell CloudIQ is available as an app for Android and IOS smartphones.
		APEX AIOps Infrastructure Observability service is free to use with ProSupport or ProSupport Plus warranty cover on PowerVault ME and other Dell infrastructure products.   For more see APEX AIOps Observability: General Procedures to Onboard PowerVault ME Series Arrays

How to enable SupportAssist using PowerVault Manager  

SupportAssist can be enabled during the initial guided setup wizard when first deploying the PowerVault ME5.   SupportAssist can be configured later using PowerVault Manager or using PowerVault ME5 Command Line Interface (CLI).

First configure each controller to use DNS server(s).   DNS is essential otherwise SupportAssist cannot resolve the Dell endpoint hostname and will fail to connect.

Steps:

You can set a domain hostname for each controller module to identify it for management purposes by configuring settings in the DNS panel (Settings > Network > DNS). The DNS server name supports IPv4 and IPv6 formats, and the system supports a maximum of three DNS servers per controller. 

Next enable SupportAssist.  If you did not enable SupportAssist during the guided setup, you can enable it from PowerVault Manager, Maintenance > Support panel.

Steps:

1. Go to Maintenance > Support.
   
   
2. Select the SupportAssist check box.   The SupportAssist agreement is displayed.
   
   
3. Read through the agreement, then acknowledge it by selecting I accept this agreement and clicking ACCEPT AND  CONTINUE.
   
   
4. In the Connection Information panel, select your connectivity options:
   
   ● Connection Type. Select whether to connect directly or through a gateway.
   
   ● Proxy Details. If applicable, select Use a Proxy Server and then enter the server settings.
   
   ● Access key and PIN.   This is NOT required on currently shipping PowerVault ME5 series arrays.     However, if your array shipped prior to April 2023, Enter the information requested. If you do not have the access key or PIN,  contact Dell technical support or follow this article PowerVault ME5: How to Generate an Access Key and Pin to Enable SupportAssist
   
   
5. Click Test and Enable Connectivity.  Test results are displayed, you can either go back and re-enter information, or click Continue to proceed.
   
   
6. In the Contact Information panel, enter the primary contact information and select the preferred contact settings. You can also enter information for a secondary contact
   
   
7. Click Apply changes, and click OK on the confirmation prompt.
   
   
8. Optional.  Once SupportAssist is configured and enabled.  To use Dell APEX AIOps (formerly CloudIQ) Infrastructure Observability service follow the steps outlined in APEX AIOps Observability: General Procedures to Onboard PowerVault ME Series Arrays

More Information

If SupportAssist will not connect review the pre-requisites to ensure your network infrastructure allows a connection to an endpoint.   

If the above information does not help enable SupportAssist, take the following steps:

1. Record any error message or details of the step that failed,  take a screenshot of any error to share with technical support.
   
   
   
2. Gather a support bundle from the array.  For instructions follow PowerVault ME5: How to collect PowerVault support logs
   
   
   
3. Contact Dell technical support for further assistance.