Dell Unity™ Family Configuring SupportAssist

Configuring SupportAssist workflow when ESRS is not configured before upgrade

If the SupportAssist conversion is blocked during a Unity software upgrade, the SupportAssist connection must be manually enabled because SupportAssist is not initialized. SupportAssist may not initialize for the following reasons:

• The Unity system did not have ESRS enabled before the upgrade.
• The access key is lost or corrupted.

The following steps show the workflow in Unisphere to configure SupportAssist when SupportAssist is not initialized:

1. For License Agreement, accept the SupportAssist End User License Agreement (EULA).
   NOTE:The SupportAssist EULA must be accepted in order to configure and use SupportAssist.
2. For Connection Type, select the Connection Type of SupportAssist, Connect Directly or Connect through a Gateway Server.
   NOTE:Setting the connection type to either Direct or Gateway enables SupportAssist. Enabling remote access allows both outbound network traffic to and inbound network traffic from Dell Support. Disabling remote access allows only outbound traffic to Dell Support. In Unity OE versions 5.3.x or 5.4.x, selecting Remote Secure Credentials (RSC) allows authorized Dell service personnel to authenticate to a system without arranging a password with the owner of the appliance beforehand. Inbound connectivity for remote access must be enabled to select RSC. In Unity OE version 5.5 or later, the RSC option does not appear in Unisphere, however, it is automatically enabled or disabled with the Inbound connectivity for remote access option.
3. For Network Check, run a network check to validate the network readiness for the SupportAssist configuration.
   NOTE:The Use Global Proxy Settings checkbox is not selected by default and, in Unity OE version 5.5 or later, it can only be selected for the Connect directly option. If selected, the current configured proxy server settings display under the checkbox and are used for the SupportAssist connection. However, if the current proxy server type is SOCKS, an error message appears. SupportAssist does not support a SOCKS proxy server. To proceed, an HTTP proxy server should be configured instead. The proxy server settings for the system should have already been configured through the Initial Configuration Wizard as part of the system initial configuration. Verify these settings while configuring a Connect Directly implementation and make any necessary changes. If the proxy server has not been configured or changes must be made, go to Settings and under Support Configuration select Proxy server and enter the appropriate information.
4. For Initialize, access the Dell Key Portal site to obtain an access key.
   NOTE:The access key is generated from the current Unity system serial number and a four-digit PIN that you provide. If the access key and PIN are correct, wait until the initialization completes. When the initialization completes, Review Configuration appears.
5. For Verify Contact Information, specify the applicable contact information.
   NOTE:The required contact information at a minimum must be specified to continue to configure SupportAssist.
6. For Review Configuration, review the listed selections and operation results from the previous steps.
   NOTE:Click Finish to go to Results. The connectivity is enabled within a few minutes.
7. For Results, a checkbox for APEX AIOps Observability, which is selected by default, is included. Either select or clear it and then close the wizard.