SupportAssist is a secure support technology for the data center. SupportAssist refers to Secure Connect Gateway, which is used for call home functionality and remote connectivity. You can enable
SupportAssist, as part of the initial configuration wizard. Alternatively, you can enable it later by adding it as a destination to a notification policy in Events and Alerts.
About this task
PowerFlex Manager provides support through integration with the secure connect gateway ensuring better alignment with Dell Technologies services initiatives to enhance the user experience.
SupportAssist is the functionality that enables this connection.
When you enable
SupportAssist, you can take advantage of the following benefits, depending on the service agreement on your device:
Automated issue detection -
SupportAssist monitors your
Dell Technologies devices and automatically detects hardware issues, both proactively and predictively.
Automated case creation - When an issue is detected,
SupportAssist automatically opens a support case with
Dell Technologies Support.
Automated diagnostic collection -
SupportAssist automatically collects system state information from your devices and uploads it securely to
Dell Technologies.
Dell Technologies Support uses this information to troubleshoot the issue.
Proactive contact - A
Dell Technologies Support agent contacts you about the support case and helps you resolve the issue.
The first time that you access the initial configuration wizard, the connection status displays as not configured.
Prerequisites
Ensure you have the details about your
SupportAssist configuration.
About this task
If you do not enable
SupportAssist in the initial setup, you can add it later as a destination when adding a notification policy through
Settings > Events and Alerts > Notification Policies.
Steps
Click
Enable SupportAssist.
From the
Connection Type tab, there are two options:
If you want to:
Do the following:
Connect directly to
Dell Technologies.
Click
Connect Directly.
Connect to a
SupportAssist gateway server that connects to
Dell Technologies by remote access.
Click
Connect via Gateway Server and provide the following details:
The IP and port number that is assigned to the primary and secondary gateway servers. The port number is auto populated to
9443.
Optionally, click
Add Gateway to include an additional gateway server. The maximum number of gateways is eight.
If your environment has a proxy server, enter the IP address, port number, username, and password for the proxy server.
Enter the access key and PIN for authentication to
SupportAssist.
Optionally, click
Test connection to test the connection status.
Optionally, click
Send Test Alert to send a test alert.
From the
Support Contacts tab, identify the primary support contact by providing their first name, last name, email, and phone details. Optionally, you can add up to two additional support contacts.
From the
Device Registration tab, register your device by completing the following steps:
Select the type of device registration from the
Type menu.
Depending on the device registration type, you may have to enter information:
Device registration type
Information required
PowerFlex rack
PowerFlex appliance
Enterprise License Management Systems (ELMS) Software Unique ID (eSWUID)
Solution serial number
PowerFlex software
N/a
From the
Customize Connection to SupportAssist tab, you can:
Click
Connect to CloudIQ to enable
Dell Technologies to send telemetry data, alerts, and analytics through
SupportAssist.
Click
Enable Remote Support to enable authorized
Dell Technologies support engineers to troubleshoot your system remotely.
From the
Re-authenticate SupportAssist tab, click
request a New Access Key and PIN to generate an access key and pin. The
AccessKey Portal opens.
From the menu, select
SERIALNUMBER.
Enter the serial number of your device or PowerFlex software and click
Submit.
Click
Generate New Access key.
From the
Re-authenticate SupportAssist tab, enter the access key and pin.
Click
Next.
Next steps
After you complete the initial configuration, go to the
Settings page and verify that
SupportAssist has been turned on. You may need to configure the
SupportAssist policy explicitly on the
Settings > Events and Alerts > Notification Policies page.
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