Upgrading SupportAssist Enterprise 1.x or 2.x to Secure Connect Gateway-Application Edition

Why is this upgrade required? 

After July 2022, SupportAssist Enterprise capabilities such as device management, case creation, and alert monitoring will be discontinued. To continue to manage and monitor your devices, you must upgrade to Secure Connect Gateway. 
 

What is Secure Connect Gateway? 

Secure Connect Gateway is an enterprise monitoring technology that is delivered as an appliance and a stand-alone application. It monitors your devices and proactively detects issues that may occur. Depending on your service contract, it also automates support request creation for issues that are detected on the monitored devices. Supported products include Dell EMC servers, data storage, chassis, networking, data protection devices, virtual machines, and converged or hyperconverged appliances. 

Are my device information and settings migrated during the upgrade? 

Information about your devices, collections, settings, parts dispatch information, preferences, support cases, and other configurations are securely migrated to Secure Connect Gateway. However, you must manually add the devices that are inventoried through a Microsoft System Center Operations Manager adapter. 

Are all SupportAssist Enterprise capabilities available in Secure Connect Gateway? 

No, the following capabilities are not available in Secure Connect Gateway: 

• Inventory devices through a remote collector 

• Automatic installation or upgrade of OMSA 

• Inventory devices through an OpenManage Enterprise adapter on which the OpenManage Enterprise Services plug-in is enabled. 

• Automatic addition of the local system to the managed devices list 
  
   

From which version of SupportAssist Enterprise can we upgrade to Secure Connect Gateway? 

• You can upgrade from SupportAssist Enterprise 2.0.70 or 2.0.80-Windows or Linux versions, to the Secure Connect Gateway-Application edition. If you are using an earlier version of SupportAssist Enterprise, you must first upgrade to SupportAssist Enterprise 2.0.70 or 2.0.80 and then upgrade to Secure Connect Gateway. 
  
  Note: If you are using SupportAssist Enterprise 1.x and want to use Secure Connect Gateway from the same local system, it is recommended that you uninstall SupportAssist Enterprise and then install Secure Connect Gateway-Application edition. For steps to uninstall SupportAssist Enterprise 1.x, see the User’s Guide available here.  

• You can upgrade from SupportAssist Enterprise 4.00.05, SupportAssist Enterprise 4.00.06, or Secure Remote Services 3.52, to Secure Connect Gateway-Virtual edition. 

Prerequisites to upgrade SupportAssist Enterprise 2.0.80 to Secure Connect Gateway-Application Edition 

You must generate an access key and PIN to register Secure Connect Gateway after the upgrade. For steps to generate access key and PIN, and information about the minimum system and network requirements, see the Secure Connect Gateway-Application Edition User’s Guide available at www.dell.com/SCG-App-docs. 

You must have a business enterprise account on www.dell.com/support. For more information, see Dell KB article 180674: Dell My Account and accessing restricted content.

Note: The business enterprise account is required to generate access key and PIN, download and use Secure Connect Gateway, associated documents, and so on.

Upgrade SupportAssist Enterprise 2.0.70 or 2.0.80 to Secure Connect Gateway-Application Edition 

A banner is displayed on the SupportAssist Enterprise user interface to upgrade to Secure Connect Gateway-Application edition. You can initiate the upgrade process from the banner. 

Note: The banner is displayed even if you have enabled automatic updates in SupportAssist Enterprise. 

Video link - https://www.dell.com/support/contents/videos/videoPlayer/6282013455001  

Steps: 

1. On the banner, click Upgrade. 

• If SupportAssist Enterprise is not registered, a message is displayed prompting you to complete the registration. 

• If SupportAssist Enterprise is registered, the upgrade page is displayed. 

2. Click Upgrade Now. 

• If the upgrade is successful, a message is displayed with instructions to open the Secure Connect Gateway user interface and a shortcut for secure connect gateway is created. To open the Secure Connect Gateway user interface, use https://<IP address or hostname of the local system>:5700 or https://localhost:5700. 

Note: The instructions are displayed on the SupportAssist Enterprise user interface for 2-3 minutes, and then the page becomes unresponsive. You cannot access SupportAssist Enterprise after the upgrade. 

 
 

• If the upgrade fails, you are automatically logged out of SupportAssist Enterprise. When you log in again, a message is displayed stating that the upgrade was unsuccessful. You can try to upgrade later or contact Dell technical support. The upgrade fails when one of the following information is not migrated: 

• Device information, such as IP address, hostname, and optional name 

• Credential accounts 

• Credential profiles 

• Device groups 

Access Secure Connect Gateway-Application Edition user interface 

You can access the Secure Connect Gateway user interface from the local system or a remote system using https://<IP address or hostname of the local system>:5700 or https://localhost:5700.  

1. Enter the username and password that were used in SupportAssist Enterprise and click Sign In. 

2. Read and agree to the terms and conditions of the end user license agreement and click Agree. 

3. In the registration wizard, perform the following steps: 

1. In the Proxy settings section, enter the proxy network details, if applicable, and click Next. If you have already configured proxy settings in SupportAssist Enterprise, the proxy details are automatically displayed. 

2. In the Authentication section, enter the access key and PIN for Secure Connect Gateway and click Next. To generate a new access key and PIN, go to https://www.dell.com/SCG-App. For steps to generate the access key and PIN, see the Secure Connect Gateway-Application Edition User’s Guide available at www.dell.com/SCG-App-docs. 

3. In the Primary support contact section, click Next. 

Note: The contact information of the account used to generate the access key and PIN is displayed in the Primary support contact section. 

4. Click Finish. 

The Secure Connect Gateway dashboard is displayed. 

Frequently asked questions 

1. After the upgrade, can I install SupportAssist Enterprise 2.0.70 or 2.0.80 on the same local system? 

It is not recommended to install SupportAssist Enterprise on the same local system after the upgrade. 

2. Are devices that are assigned to a remote collector migrated to Secure Connect Gateway? 

Remote collectors are not supported in Secure Connect Gateway. However, the devices that are assigned to a remote collector in SupportAssist Enterprise are migrated and added to Secure Connect Gateway directly. 

3. Are collections that are in progress or queued in SupportAssist Enterprise automatically initiated after the upgrade? 

No, collections that are in progress or in queue are not initiated after the upgrade. You must manually initiate the collections again. However, periodic collections that were in progress during the upgrade are cancelled and performed in the next interval. 

4. Are data storage and networking devices inventoried in SupportAssist Enterprise through an OpenManage Enterprise adapter that is migrated during the upgrade? 

Yes, devices that are inventoried through an OpenManage Enterprise adapter are migrated. However, if OpenManage Enterprise Services plug-in is enabled, the devices are not inventoried or migrated to Secure Connect Gateway. You must manually add the devices in secure connect gateway. 

5. Are device discovery rules that are in progress during the upgrade run again after the upgrade? 

Yes, device discovery rules that were in progress during the upgrade are cancelled and automatically initiated after the upgrade. 

6. Is the local system added automatically in Secure Connect Gateway? 

The local system details are migrated. However, the device is moved to the Staging group. You must manually assign a credential profile to the device. 

7. Can I use Internet Explorer 11 to open Secure Connect Gateway user interface? 

No, Internet Explorer is not supported. You can use Mozilla Firefox 88, Google Chrome 91, or Microsoft Edge 91 web browser. 

8. Can I upgrade from SupportAssist Enterprise 2.0.60 or earlier versions to Secure Connect Gateway? 

No, you can upgrade to Secure Connect Gateway only from SupportAssist Enterprise 2.0.70 or 2.0.80. If you have an earlier version that is installed, first upgrade to 2.0.70 or 2.0.80 and then upgrade to Secure Connect Gateway. 

9. Should I configure the parts dispatch information again in Secure Connect Gateway? 

If Secure Connect Gateway is unable to validate your parts dispatch information, a banner is displayed on the Secure Connect Gateway user interface to update the information. 

10. Are alerts generated during the upgrade processed? 

No, the alerts that are generated during the upgrade are not processed. 

11. Can I migrate my devices from SupportAssist Enterprise 2.0.70 or 2.0.80 to Secure Connect Gateway-Virtual edition? 

No, you can only migrate devices from SupportAssist Enterprise 2.0.70 or 2.0.80 to Secure Connect Gateway-Application edition. To monitor your devices using the virtual edition, you must manually deploy Secure Connect Gateway-Virtual edition and add the devices.