Upgrading to Secure Connect Gateway from SupportAssist Enterprise 4.00.05 or 4.00.06

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 hardware 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, software, 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.

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

• If you have installed SupportAssist Enterprise 2.0.70 – Windows or Linux versions, you can upgrade to secure connect gateway – application edition.
• If you have deployed SupportAssist Enterprise 4.00.05, SupportAssist Enterprise 4.00.06, or Secure Remote Services 3.52, you can upgrade to secure connect gateway – virtual edition.

Are all SupportAssist Enterprise capabilities available in Secure Connect Gateway?

No, the following capabilities are not available in secure connect gateway:

• Automatic installation or upgrade of OMSA
• Inventory devices through an OpenManage Enterprise adapter on which the OpenManage Enterprise Services plug-in is enabled

Prerequisites to upgrade from SupportAssist Enterprise 4.00.05 or 4.00.06 to Secure Connect Gateway

When you reboot the virtual machine on which SupportAssist Enterprise 4.00.06 is deployed, the SupportAssist Enterprise serial number may automatically get deleted in a configuration file. You may not be able to upgrade if the serial number is missing. Perform the following steps to verify if the serial number is displayed:

1. Log in to the local system through Secure Shell (SSH) using the root credentials.
2. Run docker exec -it esrsde-app bash.
3. Run cat /etc/esrsclient.conf.
4. Verify if the SupportAssist Enterprise serial number is displayed for GatewaySN.

If the serial number is not displayed, contact Dell Technologies technical support. For other minimum system and network requirements, see the User’s Guide available at https://www.dell.com/SCG-VE-docs.

Upgrade from SupportAssist Enterprise 4.00.05 or 4.00.06 to Secure Connect Gateway

Video - Upgrade SupportAssist Enterprise 4.x to Secure Connect Gateway Virtual Edition

When the latest version of secure connect gateway is available, a banner is displayed on the SupportAssist Enterprise user interface. You can initiate the upgrade process from the banner. 

To upgrade, perform the following steps:

1. On the banner, click Download now. 

   

2. After the files are downloaded, click Update now. 

   

   

• If the upgrade is successful, the SupportAssist Enterprise session is terminated and the page becomes unresponsive.

Access Secure Connect Gateway after the upgrade

1. Go to https://<IP address or hostname of the local system>:5700.
2. Enter the username and password that were used in SupportAssist Enterprise and click Sign In.
3. Read and agree to the terms and conditions of the end user license agreement. The registration wizard is displayed.
4. 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.

• If the registration is successful, the secure connect gateway dashboard is displayed.
• If the registration is unsuccessful, the Primary support contact section is displayed. Verify the details and click Next.

 

Frequently asked questions

1. 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.

2. Are data storage and networking devices inventoried in SupportAssist Enterprise through an OpenManage Enterprise adapter migrated during the upgrade?
   Yes, devices inventoried through an OpenManage Enterprise adapter are migrated. However, if OpenManage Enterprise Services plugin is enabled, the devices are not inventoried or migrated to secure connect gateway. You must manually add the devices in secure connect gateway.

3. 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.

4. 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.

5. Can I upgrade from SupportAssist Enterprise 4.0 to secure connect gateway?
   No, you can upgrade to secure connect gateway only from SupportAssist Enterprise 4.00.05 or 4.00.06.

6. Are alerts generated during the upgrade processed?
   No, the alerts generated during the upgrade are not processed.

7. Should I configure the parts dispatch information again in secure connect gateway after upgrade?
   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.