SupportAssist Enterprise Version 1.0 User's Guide

SupportAssist service

If the SupportAssist Enterprise application does not respond appropriately, ensure that the SupportAssist service is running:

1. On the server where SupportAssist Enterprise is installed, verify if the SupportAssist service is running. For information on verifying the status of the SupportAssist service, see Verifying the SupportAssist service status (Windows) or Verifying the SupportAssist service status (Linux).
2. If the service cannot or does not start, open the most recent SupportAssist Enterprise application log file (application.log), and then search for text with a timestamp of when you tried to start the service. The log file may contain a message indicating any user interface startup errors and a possible problem diagnosis.
   NOTE: You can access the SupportAssist Enterprise application log file (application.log) at the following location depending on the operating system:

   • On Windows — C:\Program Files\Dell\SupportAssist\logs
   • On Linux — /opt/dell/supportassist/logs
3. To verify if the SupportAssist Enterprise application can connect to the SupportAssist Enterprise server hosted by Dell, perform the connectivity test. See Performing the connectivity test.
   • If the server is responding, a success message is displayed in the user interface. If not, the server may be unreachable. If this is the scenario, check the application.log file to find details. If there are no discernible details in the log file, and the server is not reachable, contact Dell Technical Support for assistance.
   • If communication is successful, but no data updates occur, the SupportAssist Enterprise application may be identifying itself with an ID that is unknown to the server. If this is the scenario, check the application.log file to find details. The log file may contain a message stating that the SupportAssist Enterprise application was not recognized. If the SupportAssist Enterprise application is not recognized by the SupportAssist server, uninstall and reinstall the SupportAssist Enterprise application.