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Issues with SupportAssist System Credentials

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Issues with SupportAssist System Credentials

This question has been answered by DELL-Dave L

I created a specific service account for SupportAssist called dellopenmanage that I would like to use for the system credentials.  The account is a local administrator on the server as well as part of all the available OME groups. I verified I could log into the OME site with this account. 


However, when I try to set these account credentials as the system credentials for SupportAssist, I get the following error. 

Unable to Connect to OpenManage Essentials
SupportAssist is unable to connect to OpenManage Essentials. Please provide the credentials of a user account that belongs to one of the following groups:<br/><ul><li>OME Administrators< /li><li>OME Power Users</li><li>OME Site Administrators</li></ul>

I have uninstalled and repaired both OME and SupportAssist as well as restart services, etc.  I have also confirmed that other account credentials work, including my own OME access credentials. Any ideas on what is going on?

Thanks!

Verified Answer
  • Thank you for sharing the screenshots and other information regarding this issue.

    Here are the correct steps in add a domain service account to System Credentials in SupportAssist:

    1.  Before performing any changes in SupportAssist, add the service account to Users on the Management Server running SupportAssist.

      • Server Management -> Configuration ->Local Users and Groups ->Users

    2. Add the service account to Administrators Group.

    3.  Next open the SupportAssist console and go to Settings Tab and click on the Systems Credentials.

      • Update the credentials and click Save Changes.

    4.  If there are no errors, the changes will be saved successfully.

    Note: If there was a previous attempt in adding a specific account without first including it in the Administrators Group, then that account will not be usable without some extensive changes. If an alternative account can be used for Systems Credentials, please follow the steps above to add that account. Otherwise, we recommend submitting a ticket and working through SupportAssist Technical Support to resolve the issue.

All Replies
  • Thank you for submitting your question.

     

    In order to better assist you, can you please provide the version of OME & SupportAssist that is currently installed?

     

    Thank You.

  • OME - v2.0.0.1926

    SupportAssist - 2.0.0.47284

  • Thank you for providing the version information.

    Can you please email to dave_lal@dell.com the screenshot from the screen where you are receiving the error.  Also if you can capture screenshots of the Local Users and Groups window displaying the OMEAdministrators, OMEPowerUsers, & OMEUsers group with the new service account added?

    Thank You.

  • I have emailed you the requested screenshots. The user is also in the administrators group on the server where DellSA is installed and running.

  • Thank you for sharing the screenshots and other information regarding this issue.

    Here are the correct steps in add a domain service account to System Credentials in SupportAssist:

    1.  Before performing any changes in SupportAssist, add the service account to Users on the Management Server running SupportAssist.

      • Server Management -> Configuration ->Local Users and Groups ->Users

    2. Add the service account to Administrators Group.

    3.  Next open the SupportAssist console and go to Settings Tab and click on the Systems Credentials.

      • Update the credentials and click Save Changes.

    4.  If there are no errors, the changes will be saved successfully.

    Note: If there was a previous attempt in adding a specific account without first including it in the Administrators Group, then that account will not be usable without some extensive changes. If an alternative account can be used for Systems Credentials, please follow the steps above to add that account. Otherwise, we recommend submitting a ticket and working through SupportAssist Technical Support to resolve the issue.

  • I'm still running into problems; This server is the main domaincontroller too. Is that a problem?

  • Hello Netivityadministrator,

    It is not clear as to what problems you are experiencing, can you please elaborate and provide us the version of SupportAssist you are running?

    Thank You.

  • Hello Netivityadministrator,

    SupportAssist can be installed on a DomainController - here is a note from the SupportAssist for OME v2.2 support matrix:  "SupportAssist is also supported on Windows Server 2008 R2 SP1, Windows Server 2012, and Windows Server 2012 R2 domain controller."

  • In this case it's a 2008 R2 domain controller.

    I am at the "Initial Registration Process" webinterface https://hosting01:2607/DIS.

    The first 3 steps go well up to the system Credentials. I fill everyting in as netivity\administrator and my password. However on pressing next, it gives me the error "Unable to Connect to OpenManage Essentials" "SupportAssist is unable to connect to the OpenManage Essentials REST service. Please ensure that the OpenManage Essentials REST service is running."

    However, Openmanage Essentials over the "hosting01:2607/.../Default.aspx" works like a charm.

  • Hello Netivityadministrator,

    Can you confirm if you area already running SP1 on Windows 2008 R2 server?  SupportAssist v2.2 was qualified against Windows 2008 R2 SP1.

    In addition, can you please confirm the credentials you provided are a member of the OpenManage Essentials Administrators, Power Users, or Site Administrators group.

    If the credentials were already set correctly, what is the response when you run the following in local web browser:

    hosting01:2607/.../CurrentUser

    Thank You.

  • Hello Dave,

    Yes, SP1 is installed. The user is the main administrator and is member of the domain administrators group.

    Full list:

    Administrators

    Domain Admins

    Domain Users

    Enterprise Admins

    Group Policy Creator Owners

    KLAdmins

    OmeAdministrators

    Schema admins.

    The respons of the url is

    This XML file does not appear to have any style information associated with it. The document tree is shown below.

    <GetCurrentUserResponse>

    <GetCurrentUserResult xmlns:i="www.w3.org/.../XMLSchema-instance">

    <UserName>adminnamethatisremovedforobviousreasonsItWasWithoutDomainPrefix</UserName>

    <UserType>1</UserType>

    </GetCurrentUserResult>

    </GetCurrentUserResponse>

  • Hello Netivityadministrator,

    Since all the standard checks have been made and you are still experiencing issues, I am going to suggest that you contact Dell Technical Support for further assistance so they can access your system and do some further analysis to help resolve the issues your experiencing.

    Thank You.