Dell SupportAssist Version 1.3 For OpenManage Essentials Quick Start Manual
Contents
1. Proxy Settings and provide the proxy details 3 Perform the connectivity test and ensure that the test is successful See Testing SupportAssist Connectivity 4 Verify if the SupportAssist application is able to successfully communicate with the SupportAssist server See Ensuring Successful Communication Between The SupportAssist Application And The SupportAssist Server After resolving the issue manually upload a new collection for the device to Dell To manually upload the collection see Sending The System Logs Manually Sending The System Logs Manually To send the system logs manually 13 NOTE The Send System Logs option is enabled only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group 1 Click the Devices tab The Device Inventory is displayed 2 Select the device in the Device Inventory table The Send System Logs link is enabled 3 Click Send System Logs The Collection Status column in the Device Inventory displays the status of the collection and upload of the system logs Connectivity Test Failure The connectivity test may fail due to e Proxy settings If your network requires passing the web browser traffic through a proxy server ensure that the proxy is enabled and configured in SupportAssist e SSL connection failure If the proxy settings are configured properly but the connectivity test fails there may be a SSL connection failur2. The Select Computer dialog box is displayed Ensure that Local computer the computer this console is running on is selected and click Finish In the Add or Remove snap ins dialog box click OK Under the Console Root click Certificates Current User Right click Trusted Root Certification Authorities All Tasks Import The Certificate Import Wizard is displayed Click Next The File to Import dialog box is displayed 15 13 14 15 16 17 18 19 20 21 16 Browse to select the exported certificate file and click Next The Certificate Store information is displayed Click Next Click Finish Right click Intermediate Certification Authorities All Tasks Import The Certificate Import Wizard is displayed Browse to select the exported certificate file and click Next The Certificate Store information is displayed Click Next Click Finish Under the Console Root click Certificates Local Computer Perform step 11 to step 19 to install the root certificate
3. Whenever the Administrator credentials of supported devices are changed you must ensure that the Default Device Type Credentials are also updated in SupportAssist Alternately you can create a service account that never expires and provide the service account credentials in SupportAssist For example if the managed PowerEdge servers are part of a domain you can create a service account on the domain controller and add the service account to the Local Administrators group of the managed server Then provide the service account credentials in the Default Device Type Credentials page in SupportAssist For more information see the Managing Device Credentials in SupportAssist Using Service Account technical white paper at dell com SupportAssistGroup 1 Click the Settings tab 2 Under Edit Device Type Credentials select the Device Type and Credential Type 3 Type the Administrator credentials Username Password Enable Password for Ethernet switches only and Community String for Dell EqualLogic storage arrays and EqualLogic FluidFS NAS appliances only of the selected Device Type and Credential Type in the corresponding fields NOTE Windows user names must be of the form Domain Username You can also use a period to indicate the local domain This rule does not apply to Linux or ESX ESXi credentials NOTE For EqualLogic FluidFS NAS appliances you must provide the EqualLogic SAN credentials NOTE For Force10 and PowerConnec
4. 3 User s Guide at dell com OpenManageManuals Verify if the SupportAssist application is able to generate the system log collection and upload it to Dell successfully See Verifying the System Log Collection Or Upload Configuration If you want to automatically download and install the latest SupportAssist and collection tool updates when they are available enable auto update See Enabling Auto Update NOTE In SupportAssist version 1 1 1 the PowerEdge VRTX device is displayed as an DRAC7 device After upgrading SupportAssist from version 1 1 1 to 1 3 the PowerEdge VRTX device continues to display as an iDRAC7 device To ensure that the PowerEdge VRTX device is displayed as expected after the upgrade in OpenManage Essentials remove the PowerEdge VRTX device and discover it again Ensuring Successful Communication Between The SupportAssist Application And The SupportAssist Server To ensure that the SupportAssist application is able to successfully communicate with the SupportAssist server The management server on which the SupportAssist application is installed must be able to connect to the following destinations https api dell com support case v2 WebCase end point for the SupportAssist server On the management server verify if you can access the following location using the web browser https api dell com support case v2 WebCase wsdl https ddldropbox us dell com upload ashx the file upload server
5. and press lt Enter gt to open the Services window Right click SNMP Service and click Restart Close the Services window Open the Services window again right click SNMP Service and click Properties Ensure that the Security and Traps tab are displayed in the SNMP Service Properties window Enabling Network Discovery Windows Server 2008 Only On all managed nodes running Windows Server 2008 enable network discovery to allow the nodes to be discovered by the management server 1 2 3 4 Click Start Control Panel Network and Internet Network and Sharing Center Change advanced sharing settings Choose the drop down arrow for the applicable network profile Home or Work or Public Under Network discovery select Turn on network discovery Click Save changes Setting Up SupportAssist To set up SupportAssist in your environment NOTE For information on the prerequisites and minimum requirements for installing and using SupportAssist see the Dell SupportAssist Version 1 3 For Dell OpenManage Essentials User s Guide at dell com ServiceabilityTools Ensure that SupportAssist version 1 3 is installed on the management server running OpenManage Essentials version 1 3 Confirm if the registration of the SupportAssist application is successful If the registration is successful The primary contact receives the SupportAssist registration confirmation email The Help gt About window in SupportAs
6. version that is compatible with SupportAssist To verify if a compatible version of the collection tool is installed 1 Navigate to the Control Panel Click Programs Programs and Features The Uninstall or change a program window is displayed 3 Inthe list of installed applications verify if the compatible version of DSET and Lasso are installed NOTE For information on the version of DSET and Lasso that is compatible with SupportAssist see the Dell SupportAssist For Dell OpenManage Essentials Support Matrix or the Dell SupportAssist For Dell OpenManage Essentials Release Notes at dell com ServiceabilityTools If the collection tools are not installed click the t Update Available link displayed in the SupportAssist header The collection tools will be downloaded and installed in the background Eu NOTE The t Update Available link is displayed only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group Configuring The Default Device Type Credentials SupportAssist runs the appropriate collection tools and gathers the system log collection when a hardware issue is detected in your environment To run the collection tools on the supported devices you must configure SupportAssist with the Administrator credentials for each managed device type NOTE The Settings tab is accessible only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group u NOTE
7. 12 13 14 15 Click View certificates The Certificate window is displayed Click Details Click Copy to File The Certificate Export Wizard is displayed Click Next n the Export File Format page click Next n the File to Export page click Browse The Save As window is displayed avigate to the location you want to save the certificate file Type a file name and click Save n the Export File Format page click Next Click Finish The status of the export is displayed Click OK Installing The Root Certificate Before you begin ensure that You are logged in using the user account with which SupportAssist was installed You have administrator privileges The SupportAssist service is running You have exported the certificate file See Exporting The Root Certificate To install the root certificate 1 10 11 12 Click Start gt Run The Run dialog box is displayed In the Open box type mmc and click OK The Console1 Console Root window is displayed Click File gt Add Remove Snap in The Add or Remove Snap ins dialog box is displayed Under Available snap ins select Certificates and click Add gt The Certificates snap in dialog box is displayed Ensure that My user account is selected and then click Finish In the Add or Remove snap ins dialog box click Add gt The Certificates snap in dialog box is displayed Select Computer account and click Next
8. Dell SupportAssist Version 1 3 For Dell OpenManage Essentials Quick Start Guide Notes Cautions and Warnings u NOTE A NOTE indicates important information that helps you make better use of your computer A CAUTION A CAUTION indicates either potential damage to hardware or loss of data and tells you how to avoid the problem A WARNING A WARNING indicates a potential for property damage personal injury or death Copyright O 2014 Dell Inc All rights reserved This product is protected by U S and international copyright and intellectual property laws Dell and the Dell logo are trademarks of Dell Inc in the United States and or other jurisdictions All other marks and names mentioned herein may be trademarks of their respective companies 2014 02 Rev AOO Contents 1 Getting Started With SupportASSisSt oooooccoccicnncccccnocnoonconconnnononncnnnonnnonconcnnnnons 5 Setting Up OpenManage Essentials For SupportAssist sseensensnenesnnnennenensnnensnnnnenen nennen 5 Configuring SNMP Services On Windows uueenenersnensnnensnnensnnnnenenennnner nennen onen pnsnennnnernnor nn 6 Configuring SNMP Services on LINUX unse lien rinnen 6 Installing SNMP Tools Windows Server 2012 Or Later ccceeccececeeceeeeeeeeeeneeeenteseneeesneeessetersanes 7 Enabling Network Discovery Windows Server 2008 Onlly c cccccceecceeeeeeeeeeeeeeeeeeseeeeeseneeees 7 Setting Up SUppOrtAssist teen eine aan a o bado ll o
9. Essentials Version 1 3 User s Guide at dell com OpenManageManuals Configuring SNMP Services on Linux 1 2 3 4 Run the command rpm ga grep snmp and ensure that the net snmp package is installed Runcd etc snmp to navigate to the snmp directory Open snmpd conf in the VI editor vi snmpd conf Search snmpd conf for group context sec model sec level prefix read write notif and ensure that the values for fields read write and notif are set to all At the end of the snmpd conf file just before Further Information enter the OpenManage Essentials console IP address in the following format trapsink lt OpenManage Essentials Console IP gt lt community string gt For example trapsink 10 94 174 190 public Start the SNMP services service snmpd restart Installing SNMP Tools Windows Server 2012 Or Later By default in Windows Server 2012 or later the SNMP configuration options are disabled You must install SNMP tools to view the Security and Traps tabs in the SNMP Service Properties window 1 oe Open Server Manager Click Manage Add roles and features The Add Roles and Features Wizard is displayed Click Next until you navigate to Server Selection Under Server Pool select the local server as the destination server and click Next In Features select Remote Server Administrator Tools Feature Administration Tools SNMP Tools and click Next Click Install Ina command prompt type services msc
10. SA is installed For information on installing OMSA see the Dell OpenManage Server Administrator User s Guide at dell com OpenManageManuals NOTE Dell PowerEdge 12G servers can provide statusing alerts and limited inventory through IDRAC even if OMSA is not installed 4 Onall managed nodes running Windows Server 2008 ensure that network discovery is enabled See Enabling Network Discovery Windows Server 2008 Only 5 Configure the supported Dell devices in your environment so that they can be discovered and managed by OpenManage Essentials For instructions to configure the supported Dell devices see the Making My Environment Manageable for Dell OpenManage Essentials technical white paper at DellTechCenter com OME 6 Verify the firewall configuration and ensure that the following ports are open On the management server port 162 for SNMP port 443 for SSL communication and for getting SupportAssist update information On the managed node port 161 for SNMP and port 1311 for OMSA 7 Discover and inventory the supported devices in your environment in OpenManage Essentials using the recommended protocols For information on discovery and inventory of devices see the Dell OpenManage Essentials Version 1 3 User s Guide at dell com OpenManageManuals Configuring SNMP Services On Windows 1 Open a command prompt type services msc and press lt Enter gt The Services window is displayed Browse the list of services an
11. ad 7 Ensuring Successful Communication Between The SupportAssist Application And The SUPPOMASSISt SENE Tuesta iaa tio 8 Testing SupportAssist CONNECTIVILY cece cece eee ceeeeeeeeeeceeeeeeaeeeeseaeeeeseaeeeeeetaeeeeeeeeeessteeeeeeaees 9 Verifying The Installation Of The Collection Tools Configuring The Default Device Type Credentials Configuring Periodic Collection Of System LoQS u ueesneeeseenneeersnnensnennsnnen nenn nennen ne Verifying The System Log Collection Or Upload Configuration seeeneenensnenn nenn 12 Enabling Auto Updater ds 12 Troublesh6otling niannsank ees A a ai 12 Reg Istratioral Ms nr Referent 13 Collection Falsa dada 13 Collection Upload Failure cum ee deine el 13 G nnectivity TestR ll rers uns2s res reiben 14 Getting Started With SupportAssist Dell SupportAssist plugin for Dell OpenManage Essentials provides proactive support capabilities for supported Dell server storage and networking solutions OpenManage Essentials interacts with supported devices that are to be monitored and receives SNMP traps The SNMP traps are periodically retrieved as alerts by the SupportAssist application The alerts are filtered using various policies to decide if the alerts qualify for creating a new support case or updating an existing support case All qualifying alerts are securely sent to the SupportAssist server hosted by Dell for creating a new support case or updating an existing support ca
12. d ensure that the status of the SNMP Service is displayed as Started Right click SNMP Service and select Properties The SNMP Service Properties dialog box is displayed Click the Security tab and perform the following u NOTE If the Security tab is not displayed reopen the Services window and try again a Clear Send authentication trap b Under Accepted community names click Add The SNMP Service Configuration dialog box is displayed c From the Community rights list select READ ONLY d In the Community Name field type the community name and click Add e Select either Accept SNMP packets from any hosts or Accept SNMP packets from these hosts and click Add The SNMP Service Configuration dialog box is displayed f Inthe Host name IP or IPX address field type the OpenManage Essentials server name or IP address and click Add Click the Traps tab and perform the following a In the Community name box type the community name and click Add to list b Under Trap destinations click Add The SNMP Service Configuration dialog box is displayed c Inthe Host name IP or IPX address field type the OpenManage Essentials server name or address and click Add Click Apply In the Services window right click SNMP Service and click Restart NOTE The default port for sending SNMP traps is 162 To configure the managed node to use a non default port see the Changing the Default SNMP Port section in the Dell OpenManage
13. e If there is a SSL connection failure you must install the required root certificates To identify and resolve SSL connection failure see Identifying SSL Connection Failure and Installing Root Certificates Identifying SSL Connection Failure SSL connection failure may occur if the system does not have the required certificate installed from the issuing root certificate authority GTE CyberTrust Global Root All Dell certificates are issued from this certificate authority To verify if the certificate is installed in Internet Explorer 1 Click Tools Internet Options The Internet Options dialog box is displayed 2 Click the Content tab and then click Certificates The Certificates dialog box is displayed 3 Click the Trusted Root Certification Authorities tab 4 Scroll to verify if GTE CyberTrust Global Root is listed in the Issued To and Issued By columns If GTE CyberTrust Global Root is not listed you must install the required certificates See Exporting The Root Certificate and Installing The Root Certificate Exporting The Root Certificate To export the root certificate In Internet Explorer go to https dell com 2 If the Certificate Error Navigation Blocked page is displayed click Continue to this website not recommended 3 At the Do you want to view only the webpage content that was delivered securely prompt click Yes 4 On the address bar click the Security Report icon a 14 10 11
14. ficate is displayed 3 In the General tab verify if the certificate displays a valid date 4 Click the Certification Path tab and verify if the GTE CyberTrust Global Root certificate is listed Testing SupportAssist Connectivity The connectivity test enables you to test communication between the SupportAssist application and the SupportAssist server hosted by Dell To test the connectivity 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 In SupportAssist move the mouse pointer over the lt user name gt link that is displayed beside the Help link and then click Connectivity Test 2 Inthe Connectivity Test page click Send The SupportAssist server receives the connectivity test and sends a sample email with connectivity status to the primary and secondary optional contact If the connectivity status email is not received see the troubleshooting instructions in Connectivity Test Failure Verifying The Installation Of The Collection Tools SupportAssist uses the following collection tools to generate the system log collection from supported devices in the environment e Dell System E Support Tool DSET e Dell Lasso The collection tools are automatically downloaded and installed in the background after the installation of SupportAssist To successfully generate the system log collection the collection tools must be of a
15. ices consumed for generating the scheduling periodic uploading the collection hours collection collection GB month 300 or more 7 2 to 47 22 5 For EqualLogic and Force10 devices Weekly overnight For Dell PowerEdge and Dell PowerConnect devices Monthly at different times during 11 Total number of Network bandwidth Time taken for Recommendations for devices consumed for generating the scheduling periodic uploading the collection hours collection collection GB month the week for each device type Verifying The System Log Collection Or Upload Configuration To verify that SupportAssist is correctly configured to generate the system logs and upload it to Dell 1 Click the Devices tab The Device Inventory page is displayed 2 Select a device in the Device Inventory NOTE The Send System Logs link is enabled only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group The Send System Logs link is enabled 3 Click Send System Logs The status of the system log collection is displayed in the Collection Status column 4 To add other devices to the system log collection queue select each device in the Device Inventory and then click Send System Logs When SupportAssist is able to successfully generate the system log collection and upload it to Dell the Collection Status column displays Collection Uploaded For information on troubleshooting problems with the genera
16. is selected Click System Logs The System Logs page is displayed Under Edit Device Credentials select the Device Type and Credential Type Verify or provide the credentials Username Password Confirm Password and Community String for the selected credential type For more information see Configuring The Default Device Type Credentials 7 Under System Log Collection Schedule set the Frequency and select the appropriate fields in Specify day and time NOTE For recommendations on setting the frequency of periodic collection see Network Bandwidth Consumption And Recommendations For Scheduling Periodic Collection 8 Repeat step 5 to step 7 until you have scheduled the collection of system logs for all supported device types in your environment 9 Click Save Changes Network Bandwidth Consumption And Recommendations For Scheduling Periodic Collection NOTE In an environment that consists of less than 300 devices the network bandwidth consumed for uploading the system log collection is about 4 MB second The following table provides information about network bandwidth consumption and recommendations for scheduling periodic collections in an environment that consists of 75 percent servers and 25 percent switch and storage devices The recommendations also assume compliance with the hardware software and networking requirements for SupportAssist Total number of Network bandwidth Time taken for Recommendations for dev
17. se After the support case is created or updated the SupportAssist application runs the appropriate collection tools on the devices that generated the alerts and uploads the log collection to Dell The information in the log collection is used by Dell technical support to troubleshoot the issue and provide an appropriate solution This document provides information required to ensure that SupportAssist works as expected in your environment To quickly get started with SupportAssist follow the instructions in Setting Up OpenManage Essentials For SupportAssist and Setting Up SupportAssist Setting Up OpenManage Essentials For SupportAssist For SupportAssist to remotely monitor supported devices and automatically generate support cases if there is a hardware issue in your environment you must set up OpenManage Essentials as follows 1 Ensure that OpenManage Essentials version 1 3 is installed on the management server For information on installing OpenManage Essentials see the Dell OpenManage Essentials Version 1 3 User s Guide at dell com OpenManageManuals 2 Configure SNMP services on all managed nodes See Configuring SNMP Services On Windows and Configuring SNMP Services On Linux u NOTE On managed nodes running Microsoft Windows Server 2012 or later before configuring SNMP services you must install SNMP tools See Installing SNMP Tools 3 On all managed nodes ensure that Dell OpenManage Server Administrator OM
18. sist displays a Client ID value If the registration fails a message is displayed in the First Time Setup window Registration failure occurs if the SupportAssist application has problems communicating with the SupportAssist server hosted by Dell To resolve the communication problems see Ensuring Successful Communication Between The SupportAssist Application And The SupportAssist Server Perform the connectivity test to verify if the SupportAssist application is able to communicate successfully with the SupportAssist server hosted by Dell See Testing SupportAssist Connectivity Verify the installation of the collection tools See Verifying The Installation Of The Collection Tools Configure the Administrator credentials of each supported device type in your environment in SupportAssist See Configuring The Default Device Type Credentials If the devices in your environment are covered under the Dell ProSupport Plus service contract configure SupportAssist to collect the system logs periodically See Configuring Periodic Collection Of System Logs For monitoring Dell Force10 switch router only If you had discovered and inventoried Force10 switch router in OpenManage Essentials version 1 2 and then upgraded to OpenManage Essentials version 1 3 you must rediscover the Force10 switch router in OpenManage Essentials For information on discovering devices in OpenManage Essentials see the Dell OpenManage Essentials Version 1
19. t Ethernet switches the domain name need not be specified Examples of Windows user names Administrator MyDomain MyUsername Example of Linux or ESX ESXi user name Username 4 Repeat step 2 and step 3 until you have configured the Default Device Type Credentials for each managed device type 5 Click Save Changes u NOTE If the credentials for a device differs from the Default Device Type Credentials you provided you can edit the credentials for that particular device To edit the credentials for a device select the device in the Devices tab click Edit Device Credentials and provide the details 6 Verify if SupportAssist is able to generate the system log collection and upload it to Dell for each Device Type and Credential Type you have configured See Verifying The System Log Collection Or Upload Configuration 10 Configuring Periodic Collection Of System Logs To receive the full benefits of the support reporting and maintenance offering of your ProSupport Plus service contract you must configure SupportAssist to collect the system logs at periodic intervals for each supported device type NOTE The Settings tab is accessible only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group Click the Settings tab 2 Click Preferences The Email Settings Support Collection and Maintenance Mode page is displayed 3 Under Support Collection ensure that Enable scheduling
20. tion and upload of the system log collection see Collection Failure and Collection Upload Failure Enabling Auto Update To enable auto update 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 the Settings tab The System Logs page is displayed 2 Click Preferences The Auto Update Email Settings Support Collection and Maintenance Mode page is displayed 3 Under Auto Update select Enable auto update Click Save Changes Troubleshooting This section provides information required to troubleshoot the following e Registration Failure Collection Failure Collection Upload Failure e Connectivity Test Failure 12 Registration Failure After the installation of SupportAssist application on the management server the SupportAssist application registers with the SupportAssist server hosted by Dell If the registration is successful e Aregistration confirmation email is sent to your primary contact e The Help gt About window in SupportAssist displays a Client ID value If the registration fails a message is displayed in the First Time Setup window Registration failure occurs if the SupportAssist application has problems communicating with the SupportAssist server hosted by Dell To resolve the communication problems see Ensuring Successful Communication Between The SupportAssist Application And The S
21. upportAssist Server Collection Failure If you receive a SupportAssist email notification indicating a collection issue with a specific device and the Collection Status of the device displays Failed to Run 1 Verify if the device is connected to the network 2 Verify the credentials you have provided for the device You must provide the Administrator credentials in the Settings System Logs page For more information see Configuring The Default Device Type Credentials If you want to edit the credentials for a particular device select the device in the Devices tab click Edit Device Credentials and provide the details 3 Verify if the DNS is configured with the host name of the device If you do not have a DNS server in your environment on the management server update the hosts file located at C Windows System32 drivers etc with the IP address and the corresponding host name Collection Upload Failure If you receive a SupportAssist email notification indicating an issue uploading the collection for a specific device and the Collections Status of the device displays Collection Failed to Upload 1 Verify if the management server on which SupportAssist is installed is able to connect to the Internet 2 If management server on which SupportAssist is installed connects to the Internet through a proxy server ensure that you configure the proxy settings in SupportAssist To configure the proxy settings click Settings
22. where the diagnostic test results are uploaded Verify if the server certificate on ddldropbox us dell com is valid See Verifying The Server Certificate https ftp dell com for getting SupportAssist update information On the management server verify if you can access the following location using the web browser https ftp dell com Verify if port 443 is open on the management server for ddldropbox us dell com and ftp dell com You can use a telnet client to test the connection For example you can use the following commana o ddldropbox us dell com 443 Verify if the network settings on the management server are correct If the management server on which SupportAssist is installed connects to the Internet through a proxy server configure the proxy settings in SupportAssist To configure the proxy settings click Settings Proxy Settings and provide the proxy details NOTE The Settings tab is accessible only if you are logged on as a member of the OpenManage Essentials Administrators or Power Users group If the communication problem persists contact the network administrator for further assistance Verifying The Server Certificate To verify the server certificate on ddldropbox us dell com using Internet Explorer 1 Open https ddldropbox us dell com A 404 File or directory not found error may be displayed 2 On the address bar click the Security Report icon a and then click View Certificates The Certi
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