Dell ObjectScale 1.3 Administration Guide

Connect to Dell support services through SupportAssist

Use the ObjectScale Portal user interface to establish a connection through SupportAssist to ensure access to Customer Support. SupportAssist enables ObjectScale to connect to Dell support services directly or through a gateway server.

1. From the ObjectScale Portal user interface, click Administration.
   The Administration sections that the user is authorized to view are displayed.
2. Click the SupportAssist tab.
3. Accept the Connect to SupportAssist End User License Agreement.
4. On the Connect to SupportAssist page, select the Select Connection Type to determine which SupportAssist connectivity type to deploy:
   • Select Connect Directly to Dell Support services to connect ObjectScale directly to Dell.
     NOTE:Dell highly recommends deploying ObjectScale SupportAssist using a Secure Connect Gateway.
   • Select Connect via Gateway Server to connect ObjectScale to Dell through a Secure Connect Gateway (SCG) server.

     You must add the Priority, Gateway IP/Host, and Gateway Port values for the gateway server in the Connect via Gateway Server option.

5. On the Access Key Portal page, select the Model and Software Instance.
6. Configure the Access Key value for Site ID in the Party Number field, and then click Submit. The Access Key is generated, and the details of the Access Key is emailed to the registered email address.
7. On the Access Key & PIN SupportAssist page, enter the Access Key and PIN SupportAssist values for SiteID, Access Key, and PIN, and then click Next.
8. Select the Support Contacts tab to add existing Primary or Secondary contacts.
   1. Provide the listed values for the Primary contact.
      • First Name
      • Last Name
      • Email address
      • Phone number
      • Preferred Language
   2. Click Add Secondary Contact and provide the required values to configure the contact.
9. Click Apply.
10. In the Connection tab verify that the SupportAssist connection was successful and matches the example.

    

    If a Failed Status is shown, view the Status Message to determine the failure details.

11. Click Test Connectivity to validate the SupportAssist connection. When successful, the value that is shown in the Last Connected column is updated with a newer date and time.
    As required, use the panel refresh icon to update the screen before automatic updates.
12. Remote support allows authorized Remote Support engineers to troubleshoot your ObjectScale instance. Enable Remote Support on the SupportAssist page, Connection tab. You can also click the EDIT button and enable Remote Support on the Connect to SupportAssist page.