Dell SupportAssist Version 1.3 For OpenManage Essentials User Manual

Dell SupportAssist Version 1.3 For Dell OpenManage EssentialsUser's Guide

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2Installing, Upgrading, And Uninstalling Dell SupportAssistThe following sections provide information about installing, upgrading, and uninstalling De

• All managed PowerEdge, EqualLogic, EqualLogic FluidFS NAS, PowerVault, iDRAC7, CMC, Force10, PowerConnect, and PowerEdge VRTX devices discovered, ca

– https://ddldropbox.us.dell.com/upload.ashx/ — the file upload server where the diagnostic test results are uploaded.– https://ftp.dell.com/ — for ne

NOTE: Before you begin, make sure that:• The system is able to connect to the Internet.• You have Administrator privileges on the system.• On the fire

5. Click Install.The Install Wizard Completed dialog box is displayed.NOTE: By default, SupportAssist is installed at: C:\Program Files (x86)\Dell\Del

NOTE: If the installation of SupportAssist fails, you can retry the installation at a later time. To retry the installation, right-click the DellSuppo

9. Provide the following information for the primary contact to whom Dell must send alert notifications, case status notifications, and so on:– Compan

11. In the Installation Completed window, select Launch SupportAssist and click Finish.The SupportAssist application opens in a web browser and the Fi

Upgrading SupportAssist Using The SupportAssist Installation PackageTo upgrade:1. On the Dell OpenManage Essentials management server, right-click the

Notes, Cautions, and WarningsNOTE: A NOTE indicates important information that helps you make better use of your computer.CAUTION: A CAUTION indicates

3. If the Proxy Settings window is displayed, provide the following:a) In the Server Address field, type the proxy server address or name.b) In the Po

3Using Dell SupportAssistThe following sections provide information about configuring and using SupportAssist.Launching SupportAssistTo launch Support

Configuring Proxy Server SettingsIf your system connects to the Internet through a firewall or proxy server, the proxy settings must be configured in

NOTE: Whenever the Administrator credentials of supported devices are changed, you must ensure that the Default Device Type Credentials are also updat

4. Type the credentials in the corresponding fields:NOTE: For Force10 and PowerConnect Ethernet switches, the Username, Password, and Enable Password

NOTE: The Connectivity Test link is enabled only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group.1.

• DNS server• Processes• Environment variables• Registry• Logs• iSCSI dataNOTE: When the Send network identification information to Dell option is cle

NOTE: Editing the credentials for a device is enabled only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users

NOTE: To reset the device-specific credentials to the Default Device Type Credentials, you must be logged on as a member of the OpenManage Essentials

4. Select Overwrite the device-specific credentials with the Default Device Type Credentials for all devices belonging to the current Device Type and

Contents1 Overview...7Key Features.

NOTE: The Settings tab is accessible only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group.1. Click t

Scheduling The Periodic Collection Of System LogsBefore you begin, ensure that the Enable system log collection scheduling option is enabled in the Pr

8. Click Save Changes.Related LinksSystem LogsDefault System Log Collection ScheduleDisabling The Scheduling Of System Log Collection For A Specific D

Device Type Device or Operating System ScheduleStorage Dell EqualLogic Weekly; Monday at 12:00 AMDell PowerVault MD series Weekly; Monday at 12:00 AMN

Confirming Connectivity Through The Proxy ServerTo test if SupportAssist can connect to the Internet through the proxy server:NOTE: The Settings tab i

NOTE: The Settings tab is accessible only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group.1. Click t

NOTE: The Settings tab is accessible only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group.1. Click t

Setting The Number Of Cases Displayed Per PageRefreshing The Case List Or Device Inventory Display DataSorting The Case List Data By Column NameTo sor

• 10 per page• 20 per page• 30 per page• 50 per page• 100 per pageBy default, the dashboard is set to display 50 cases per page.Related LinksCase List

4. Click Apply Filters.The report refreshes to display the data according to your criteria. If there are no matches, the following message is displaye

Network Bandwidth Consumption And Recommendations For Scheduling Periodic Collection...

• Click the Refresh button on the web browser to regenerate the last sort operation. The web browser may display a dialog box with the following messa

• Automatically create a support case if there is a problem with a device in your environment.• Upload the generated system log collection to Dell.• V

To verify if a compatible version of the collection tool is installed:1. Navigate to the Control Panel.2. Click Programs → Programs and Features.The U

• Lasso_Report_for[10.94.216.76_SvcTag_897672S_2012-08-21T094147].zip.gpg (without PII)• Lasso_Report_for[10.94.216.76_SvcTag_897672S_2012-08-21T09414

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4TroubleshootingThe following sections describe procedures you can use to troubleshoot Dell SupportAssist issuesInstalling SupportAssistSupportAssist

– Verify that you have sufficient privileges to start system services.– Check the log-file.txt file in the logs directory (typically, C:\Program Files

Collection FailureIf you receive a SupportAssist email notification indicating a collection issue with a specific device and the Collection Status of

To verify if the certificate is installed in Internet Explorer:1. Click Tools → Internet Options.The Internet Options dialog box is displayed.2. Click

To install the root certificate:1. Click Start → Run.The Run dialog box is displayed.2. In the Open box, type mmc, and click OK.The Console1 – [Consol

Service Contract...49Se

If any cases display a warning icon in the Service Contract column:1. Move the pointer over the warning icon to display a tooltip.2. Click the Dell Su

5Dell SupportAssist InterfaceThe top-right corner of the SupportAssist dashboard displays links that you can use to navigate the interface. The follow

Case ListThe Case List is the default SupportAssist dashboard view. You can filter the cases that are displayed by selecting an option from the Filter

Column Description• Collection Failed to Upload — Collection information was not successfully uploaded to Dell.Service Contract The Dell service contr

Column DescriptionDevice Type Indicates the type of device as discovered by OpenManage Essentials:• Storage — The device is a PowerVault MD Series or

SettingsThe Settings tab enables you to configure SupportAssist. By default, the System Logs page is displayed when the Settings tab is opened. The Se

Field Description• Force10Username Enables you to view or edit the user name.Password Enables you to view or edit the password in a masked format.Enab

Field DescriptionIf the Frequency is set to Weekly, the available options are: weeks (1 or 2), day of the week (sunday, monday, tuesday, wednesday, th

Field DescriptionAuto UpdateEnable auto update Select this option to automatically download and install the latest SupportAssist and collection tool u

Contact InformationThe Contact Information page enables you to view and edit the primary and secondary contact information. The following table provid

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6Related Documents And ResourcesOther Documents You May NeedIn addition to this guide, you can access the following guides available at the Dell Suppo

* Serviceability Tools– To view the document, click the required product version.• Using search engines as follows:– Type the name and version of the

1OverviewDell SupportAssist collects information about your computer hardware and software, and automatically creates support cases when issues arise.

NOTE: Support cases opened prior to SupportAssist installation, do not appear in the SupportAssist dashboard.• Proactive parts dispatch — Based on exa

Data Collected By SupportAssistNOTE: By default, SupportAssist collects data from all supported devices in an environment, irrespective of the service