SupportAssist Enterprise Version 1.0 User's Guide

• If the device is an iDRAC, ensure that the iDRAC has an Enterprise or Express license installed. For information on purchasing and installing an Enterprise or Express license, see “Managing Licenses" section in the iDRAC User’s Guide at https://www.dell.com/idracmanuals.
• If the device is a Storage SC Series array, ensure that SupportAssist is enabled in Enterprise Manager. For information on enabling SupportAssist in Enterprise Manager, see the Dell EMC Enterprise Manager Administrator's Guide at https://www.Dell.com/storagemanuals.
• If the device was inventoried through an adapter, ensure that the credentials of the device are correct. To resolve credential errors, you can edit the device credentials, update the credential account, or assign another Credential Profile.

• Ensure that the device model is supported. For a complete list of supported device models, see the Dell SupportAssist Enterprise Version 2.0.30 Support Matrix at https://www.dell.com/serviceabilitytools.
• Ensure that the prerequisites for adding the device are met. For information on the prerequisites for adding a device, see Adding devices.
• 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.
• If the error message states that the device could not be added within the predefined time limit, retry adding the device.
• If the device encryption level is greater than 128 bits, perform one of the following:
  • Reduce the encryption level to 128 bits.
  • On the server running SupportAssist Enterprise, the Java Cryptography Extension (JCE) Unlimited Strength Jurisdiction Policy Files must be installed in the Java Development Kit (JDK) or Java Runtime Environment (JRE). For more information on the JCE Unlimited file, visit https://www.Oracle.com.

Servers

• If you are adding a server by providing the operating system details (agent-based monitoring) and the device is 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 adding a server by providing the operating system details (agent-based monitoring) and the device is 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 you are adding a server by providing the iDRAC details (agentless monitoring), ensure that the iDRAC has an Enterprise or Express license installed. For information on purchasing and installing an Enterprise or Express license, see the “Managing Licenses" section in the iDRAC User’s Guide at https://www.dell.com/idracmanuals.
• If the error message states that SupportAssist Enterprise is unable to add 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 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.

Software

• For troubleshooting HITKIT collection:
  • Ensure that Secure Shell (SSH) service is running on the system.
  • Ensure that you have root credentials for the SSH connection. SupportAssist Enterprise uses the SSH protocol to connect to the system.
• For troubleshooting SAN HQ device:
  • Check the server installation details of Dell SAN Headquarters device from the registry entry: HKLM\SOFTWARES\\PerformanceMonitor.
  • Ensure that the value of the install type attribute is "Full" and logdir attribute has a value.
  • Ensure that the WMI and EQLPerfX services are running on the device.

Solution

• Ensure that you are logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users.
• Ensure that the device is reachable from the server where SupportAssist Enterprise is installed.
• Ensure that port 443 is open on the device.
• Ensure that firmware version 4.x or later is installed on the device for the collection of system information.
• Verify if the assigned Account Credentials (user name and password) you provided are correct.

Virtual machine

• Ensure that you are logged in to SupportAssist Enterprise with elevated or administrative privileges. See Granting elevated or administrative privileges to users.
• Ensure that the system hosting the virtual machine is reachable from the server where SupportAssist Enterprise is installed.
• Ensure that the required ports and protocols are enabled on the network. See Network requirements.