SupportAssist Enterprise Version 1.0 User's Guide

• Click the error status link in the Status column to view the possible resolution steps.
• 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 password of the device is lengthy (10 or more characters), try assigning a shorter password (about 5 to 7 characters), that does not include spaces and quotes, and then update the password in SupportAssist Enterprise.

Servers

• If you are adding a device 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 msdn.microsoft.com.
• If you are adding a device 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 Configure sudo access for SupportAssist Enterprise.
  • Verify if the Secure Shell (SSH) service is running on the device.
  • Verify if SSH password authentication is enabled (enabled by default).
  • Ensure that OpenSSL is updated. For more information, see the resolution for OpenSSL CCS injection vulnerability (CVE-2014-0224) available in the support website of the operating system.
• If you are adding a device 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 gather system information from 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.

After resolving the underlying issue, manually initiate the collection and upload of system information. See Start the collection of system information from a single device.

Hypervisors

For devices running VMware ESX and ESXi:

• Ensure that SFCBD and CIMOM are enabled on your device.
  • To enable SFCBD, use the following command: /etc/init.d/sfcbd-watchdog start.
  • To enable WBEM, use the following command: esxcli system wbem set --enable true.

Depending on your scenario, you may have to run the following commands.

• To check the status of the agent: /etc/init.d/sfcbd-watchdog status.
• To reset WBEM, perform the following:
  1. Disable WBEM on your device: esxcli system wbem set --enable false.
  2. Enable WBEM on your device: esxcli system wbem set --enable true.
• To disable SFCBD, use the following command: /etc/init.d/sfcbd-watchdog stop.

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 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 SupportAssist Enterprise.

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 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.

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.