- Notes, cautions, and warnings
- Overview
- Getting started
with SupportAssist
- Downloading the SupportAssist installation package
- Minimum requirements for installing and using SupportAssist
- Installing SupportAssist
- Registering SupportAssist
- Setting up an SELinux enabled system to receive alerts
- Upgrading SupportAssist (Windows only)
- Opening the SupportAssist user interface
- Logging in to SupportAssist
- Logging out of SupportAssist
- Adding devices for monitoring
- Viewing cases and devices
- Device grouping
- Understanding maintenance mode
- Maintaining SupportAssist capability
- Configuring email notifications
- Configuring
data collection settings
- Prerequisites for collecting system information
- Enabling or disabling the automatic collection of system information on case creation
- Enabling or disabling the periodic collection of system information from all devices
- Customizing the schedule for periodic collection of system information
- Disabling the periodic collection of system information from specific devices
- Enabling or disabling the collection of identity information
- Enabling or disabling the collection of software information and the system log
- Accessing the collected data
- Using SupportAssist to collect and send system information
- Other useful
information
- SupportAssist user groups
- Opting in or opting out from ProSupport Plus server recommendation report emails
- Sending the system information manually
- Support for automatically installing or upgrading OMSA
- Support for automatically configuring SNMP settings
- Device correlation
- Detection of hardware issues in attached storage devices
- Support for Dell OEM servers
- Installing Net-SNMP (Linux only)
- Configuring sudo access for SupportAssist (Linux)
- Default schedule for collection of system information
- Types of email notifications
- Ensuring successful communication between the SupportAssist application and the SupportAssist server
- Accessing the SupportAssist application logs
- Event storm handling
- Accessing the context-sensitive help
- Viewing SupportAssist product information
- Uninstalling SupportAssist
- Identifying the generation of a Dell PowerEdge server
- Troubleshooting
- Installing SupportAssist
- SupportAssist registration
- Opening the SupportAssist user interface
- Logging in to SupportAssist
- Unable to add device
- OMSA not installed
- SNMP not configured
- New version of OMSA available
- Unable to configure SNMP
- Unable to verify SNMP configuration
- Unable to install OMSA
- Unable to verify OMSA version
- Unexpected error occurred
- Unable to reach device
- Authentication failed
- Unable to gather system information
- Insufficient storage space to gather system information
- Unable to export collection
- Unable to reach Dell upload server
- Timed out sending system information
- Clearing System Event Log failed
- Maintenance mode
- Auto update
- Unable to edit device credentials
- Automatic case creation
- Scheduled tasks
- SupportAssist service
- Other services
- Security
- Error code appendix
- Dell SupportAssist user interface
- Related documents and resources
Dell SupportAssist Version 1.2 for Servers User’s Guide
Unable to add device
If an error message is displayed stating that SupportAssist is unable to add the device:
- Ensure that the device model is supported. For a complete list of supported device models, see the Dell SupportAssist Version 1.2 for Servers Support Matrix at Dell.com/ServiceabilityTools.
- Verify if the device is reachable from the server on which SupportAssist is installed.
- Verify if the device credentials (user name and password) you provided are correct.
- 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. For information on configuring the sudo user, see Configuring sudo access for SupportAssist .
- 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 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 “Managing Licenses" section in the iDRAC User’s Guide at Dell.com/ESMmanuals.
- If the error message states that the device could not be added within the predefined time limit, retry adding the device.
- If the error message states that SupportAssist is
unable to add the device because the SSL encryption level of the device
is set to 256 bit or higher:
- Download the Zulu Cryptographic Extension Kit available at the Azul Systems website.
- Extract the downloaded file.
- Copy the
local_policy.jar and
US_export_policy.jar files and paste them at one of the
following location on the system on which SupportAssist is installed:
- On Windows: C:\Program Files\Dell\SupportAssist\jre\lib\security
- On Linux: /opt/dell/supportassist/jre/lib/security
- Restart the SupportAssist service and retry the operation.
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