SupportAssist Enterprise Version 1.0 User's Guide

• Verify if the device is reachable from the server where SupportAssist Enterprise is installed.
• Verify if the device credentials (user name and password) you provided are correct.

Servers

• If you are editing the credentials of a device running a Windows operating system:
  • Verify if the credentials you provided have administrator rights on the device.
  • Verify if the Windows Management Instrumentation (WMI) service is running on the device.
  • If the issue persists, review the instructions in “Securing a Remote WMI Connection” technical documentation at https://www.msdn.microsoft.com.
• If you are editing the credentials of a device running a Linux operating system:
  • Verify if the credentials you provided have root, super user, or sudo user rights on the device. If you provide the user name and password of a sudo user, ensure that the sudo user is configured for SupportAssist Enterprise. See Configuring sudo access for SupportAssist Enterprise (Linux).
  • Verify if the Secure Shell (SSH) service is running on the device.
  • Verify if SSH password authentication is enabled (enabled by default).
• If the error message states that SupportAssist Enterprise is unable to edit the credentials of the device because the SSL encryption level of the device is set to 256 bit or higher:
  1. Download the https://www.azulsystems.com/products/zulu/cryptographic-extension-kit available at the Azul Systems website.
  2. Extract the downloaded file.
  3. Copy the local_policy.jar and US_export_policy.jar files and paste them at the following location on the system where SupportAssist Enterprise is installed:
     • On Windows: <Drive where SupportAssist Enterprise is installed>:\Program Files\Dell\SupportAssist\jre\lib\security
     • On Linux: /opt/dell/supportassist/jre/lib/security
  4. Restart the SupportAssist service and retry the operation.

Storage

• Ensure that Secure Shell (SSH), and SNMP service are running on the device.
• Ensure that you provide the management group IP address of the device in the add device wizard.

• Ensure that the REST service is running on the device.
• Ensure that SupportAssist is enabled in Enterprise Manager. For information on enabling SupportAssist in Enterprise Manager, see the Dell Enterprise Manager Administrator's Guide at https://www.Dell.com/storagemanuals.

Networking

• Ensure that Secure Shell (SSH), and SNMP service are running on the device.
• If the enable password is configured on the device, ensure that you provide the enable password in the add device wizard.

Chassis

Ensure that Secure Shell (SSH) service is running on the device.