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January 28th, 2020 08:00
Unable to remove retired host from SupportAssist
Hello,
My Team keeps receiving emails from SupportAssist_NoReply@dell stating "We attempted to add devices today. However, the following errors occurred. SupportAssist must be able to communicate with these devices in order to provide the greatest value. Please resolve the issues below to complete the device add process."
This is for a system, or SupportAssist Host, that belongs to a client we no longer support, and has long-since been retired.
I have tried working with SupportAssist support, and various other Dell Support avenues, to no avail. Is there anything a moderator of this forum can do to help get this device removed from our account? Please?
Any help would be very much appreciated.
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DELL-Stefan R
Moderator
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790 Posts
0
February 4th, 2020 02:00
Hi MSPalpha,
I'm also unsure about this. So I requested some help from our third level team.
As soon as I get an answer I will let you know.
Cheers
Stefan
DELL-Stefan R
Moderator
•
790 Posts
0
February 6th, 2020 02:00
Hello again,
I'm back with news about this topic.
Unfortunately, we are not able to fix this as you wish. We can remove the email address in our backend, but the active SAE will re-register with that email address, so the fix will fail.
Solution:
Contact the new user and ask to reinstall SAE. In this case, the registration will change to inactive and after a couple of weeks, it will be removed automatically.
Prevention:
Please be aware of this situation and keep in mind to always uninstall SAE before handing over the system to another client.
Cheers
Stefan
PacificIT
6 Posts
0
February 28th, 2020 05:00
I have been dealing with a similar issue for the last year, and been trying to get help since October.
https://www.dell.com/community/SupportAssist-Enterprise/Attention-needed-Device-add-error-on/m-p/7398055/highlight/true#M11073
If a former IT company contacted us to perform the "solution" suggested by @DELL-Stefan R I think we would be less than excited to spend unpaid hours of our time setting up a retired server just to install SAE, assuming we even had the server and it hadn't been recycled already.
Asking a new IT crew to find a retired server, get it running again, then reinstall SAE is not a realistic solution. Dell needs to provide a way to remove or block servers from our accounts when we no longer have access to a server for whatever reason. I would even accept being able to select which servers that I receive email alerts for, still leaving the server on my account but without the emails. In my thread linked above, it says that at some point the server would timeout and be dropped from my account, but it is going on close to a year now and it hasn't been dropped yet. So another solution would be to drop that timeout from an unknown time of a year or more, to something like 60 or 90 days, but what do I know...
I buy, setup and support hundreds of Dell servers for our company and our clients, and with Dell's lack of a real solution over the period of months, it is clear that Dell won't be driven by what a customer wants and is happy to clutter our email with false alarms about servers no longer being used by us, making it more likely we won't notice when an actual live server has an issue. There needs to be a warning, or have it highlighted under the features, if that is what Dell considers this, that once installed that you will forever get alerts about that system, even long after it has been retired and recycled.