1) What is the secure connect gateway 5.0 technology? Does it replace the SupportAssist Enterprise and Secure Remote Services solutions?
The secure connect gateway 5.0 technology is the next generation consolidated connectivity solution from Dell Technologies Services. SupportAssist Enterprise and Secure Remote Services capabilities are integrated into secure connect gateway technology. Our secure connect gateway 5.0 technology is delivered as an appliance and a stand-alone application. It provides a single solution for your entire Dell EMC portfolio supporting servers, networking, data storage, data protection, hyper-converged, and converged solutions.
In addition, this version provides:
2) Are there other ways to connect besides using secure connect gateway?
Yes. For customers in a PowerEdge data center who are utilizing OpenManage, you can now connect with our Services plugin for OpenManage Enterprise for alerting, auto-dispatch, and collection capabilities.
Some Dell EMC products can directly connect back to the Dell Technologies backend and are suitable for customers who do not want to set up separate software. Please consult your product documentation.
3) Can I continue to use SupportAssist Enterprise and Secure Remote Services technology? Will they be retired immediately?
If you are new to support technology, do not download and use these older technologies.
Customers already running SupportAssist Enterprise v4.x & v2.x or Secure Remote Services v3.x on their Dell EMC systems should continue to do so until prompted to upgrade from September 2021.
This legacy technology will not be retired until a date to be announced. Note:
4) What is the right secure connect gateway deployment option for my environment?
Use the table to select the appropriate option for your environment. You should verify the product support matrix for secure connect gateway or visit the hardware product support page on Dell.com/Support. The application version is best for smaller customers who do not have a virtualized environment and use the hardware and software supported below.
5) What software is recommended for my environment and what are the minimum requirements?
Secure Connect Gateway - Virtual edition:
There are versions for:
Secure Connect Gateway - Application edition:
There are versions for:
Review minimum requirements for installing and using the software. Download documentation and all resources from Dell.com/Support.
Tips for new users when getting started:
Need help? Ask our experts anything on the Secure Connect Gateway Forum
6) What version of SupportAssist Enterprise or Secure Remote Services should my system be running in order to upgrade to secure connect gateway 5.0?
You will need to ensure your Dell EMC hardware or software are running the following versions of SupportAssist Enterprise or Secure Remote Services. From September 2021, you will receive a prompt to upgrade to the secure connect gateway 5.0 technology in your web user interface.
7) What automated support features are available with ProSupport Enterprise Suite coverage?
Learn more about Enterprise Support Services for including ProSupport Enterprise Suite services.
Our connectivity technology automatically detects issues, captures system state information and initiates alerts and contact from Dell Technologies. You will eliminate time spent on collecting system state information, case creation and engaging with Dell Technologies. You can also use secure connect gateway to run automatic collections or on demand collections, and to automatically send system state information to us for proactive case creation. Depending on the issue and your preferences, the gateway also can initiate remote resolution with remote access and secure, two-way communication between you and Dell Technologies.
9) Do I have to register my secure connect gateway 5.x device with Dell Technologies?
Yes. To use the secure connect gateway and receive best-in-class security, you must register with Dell Technologies. Use your enterprise business account to log in to the download page, generate an access key and pin, and then, use your access key and pin to activate your secure connect gateway. Customers who do not have a business account will be asked additional information about their organizations and products. The customer will be able to continue after undergoing the verification process.
Many customers download and install our connectivity technology without assistance from Dell Technologies. For those wanting assistance, the ProDeploy Enterprise suite of services include the enablement and configuration of the secure connect gateway. Customers with ProSupport Plus coverage are assigned a Service Account Manager (SAM) who can assist with installation and registration questions. Otherwise, as needed, you should contact Dell Technologies Support for help.
11) If I experience any issues, how do I contact Support?
If you are experiencing any issues with Dell.com Online Support or secure connect gateway, visit our Administrative Support page from this location to request help. Select the category most resembling your issue and fill in the details as prompted. If you need immediate assistance with a technical support issue, contact us here. Please contact your Service Account Manager (if applicable).
12) Where can I find information on the alert policies for secure connect gateway? When are predictive support cases opened for hardware failures?
Our Secure Connect Gateway Alert Policy provides information on the alerts that open cases with Dell Technologies technical support. Customers using the secure connect gateway will only receive automated predictive case creation for server hardware (hard disk, backplane and expanders) on systems with ProSupport Plus services. Predictive alerts are based on scheduled collections that are submitted to Dell Technologies.
13) How do I see Dell automated alert data in my dashboard under Connect and Manage in the TechDirect portal?
In the online dashboard for TechDirect under the Connect and manage tab, you can manage enterprise alerts and assets. Here, the IT admin can set rules to review automated alerts for support case creation or parts dispatch, and determine whether to forward to Dell Technologies.
Important connectivity requirement for data: The customer must integrate alert data to this dashboard as part of their on-premise gateway configuration. This is applicable to gateway
editions and the plugin for OpenManage Enterprise environment.
Note: This feature is available for PowerEdge, iDRAC, PowerSwitch, Webscale, PeerStorage, EqualLogic, Compellent, Fluid File System (FluidFS), PowerVault and PowerStore systems that may use SupportAssist Enterprise 2.x, OpenManage Enterprise SupportAssist plugin 1.x, OpenManage Enterprise Services plugin 1.x, SupportAssist Enterprise 4.x and/or secure connect gateway 5.x. connectivity. Be sure to verify the required integration steps from the user or product installation guide.
Other: Alerts from devices connected to Secure Remote Services technology are not supported in this Enterprise Assets and Alerts dashboard in TechDirect.
14) What should I know about the credential management features of secure connect gateway?
The secure connect gateway provides the flexibility to add multiple credential accounts and profiles. The credential accounts allow administrators to add authentication by product type. In addition, profiles allow multiple administrators who differ by function or region to manage their specific accounts. Products where credentials are needed include PowerEdge servers, iDRAC, Compellent, networking, PS series, MD series and Webscale systems.
15) What are the key features of the maintenance mode?
An “event storm” happens when hardware alerts occur in quick succession, breaching a predefined count limit. In this scenario, the secure connect gateway will stop processing alerts for the specific devices that have triggered the event storm. All other devices will continue to be monitored by secure connect gateway for validated alerts that may create support cases.
In addition, users now have an option to manually enable maintenance on one or more devices from within the system. This can be used for planned maintenance and deployed when you do not want secure connect gateway to monitor those devices. Once the planned maintenance activities are completed, you can manually disable maintenance mode to signal the secure connect gateway to resume its monitoring.
For more information, please click here.
is there a way to use Secure Connect Gateway 5 as Centralized gateway for the CloudIQ Collector? Or is it possible to send data directly from SCG5 to CloudIQ? Is there any documentation available?
Because I would like to collect all the data from SC, DD and Connectrix Switches on the SCG5 and then send these data to CloudIQ.
Thank you in advance
I contacted a colleague to check your question I hope I get a reply very soon.
Did you have any other questions?
I ping them again.
Yes, CloudIQ collector is a supported product for SCG. On the CIQ cltr side, you will point it to the SCG gateway IP to connect instead of setting up a direct connection back to Dell.
thank you very much, but I am not sure if I have understood the instructions correctly. On the CloudIQ Collector web interface, under Admin -> Settings -> Centralized Gateway, I need to enter the IP address and port of the SCG instead of using the built-in gateway - is this correct? This doesn't work for me though, as I then only get the message "connection in trouble" and I can't figure it out from the diagnostic logs either....
Is there an official manual from Dell to connect the SCG with CloudIQ?
i will forward this post, too.
Support is needed to work this case, it could be network related or an account issue when trying to connect to the SCG.
Please contact our Phone Support team for further assistance.