FAQ

ManualsBrandsDell ManualsAnalyticsSupportAssist for Business PCs

Table Of Contents

Rev. A06

August 2021

SupportAssist for Business PCs with Windows

OS Frequently Asked Questions

FAQs

Working with TechDirect

● I purchased my PCs through a Dell channel partner. Can I manage the PCs using SupportAssist in TechDirect?

● I am a Dell channel partner. Can I manage Dell PCs that are sold to a customer using SupportAssist in TechDirect?

● How do I set up a TechDirect account?

● I have already set up a Dell My Account, can I use the same credentials to log in to TechDirect?

Managing SupportAssist preferences

● While configuring SupportAssist for business PCs, why are two options of frequency displayed in the Application Preferences

section?

● What is the difference between the options—Run scans in background and Run all remote scans and updates without end

user interaction?

● If you enable the Suppress end user notification in case reboot is needed after installation option, will the PC reboot

automatically?

Deploying SupportAssist for your business PCs

● I have SupportAssist for Home PCs installed on the PCs in my organization, can I deploy SupportAssist for business PCs on

the same PCs?

● What Dell accounts should I create before I begin the deployment?

● What are the uses of the SupportAssistUninstall_Cleanup.ps1 script?

● I have the SupportAssistCleanup.ps1 and CheckAndUninstall.ps1 scripts saved on my PC, can I still use them to cleanup my

PCs?

Upgrading SupportAssist on your PCs

● I have installed an older version of SupportAssist on the PCs in my organization. Should I upgrade to the latest SupportAssist

version?

● What is the expiry date for my SupportAssist installation?

● My PC fleet is running SupportAssist for business PCs version 2.4 or earlier, and I have opted for automatic updates. But,

SupportAssist is not automatically updated to the latest version. What do I do?

● My PC fleet is running SupportAssist for business PCs version 2.4 or earlier, and SupportAssist is automatically updated to

the latest version, but the latest version number is not displayed on the TechDirect PCs page. What do I do?

FAQs

Summary of content (11 pages)

PAGE 1
Rev. A06 August 2021 SupportAssist for Business PCs with Windows OS Frequently Asked Questions FAQs Working with TechDirect ● ● ● ● I purchased my PCs through a Dell channel partner. Can I manage the PCs using SupportAssist in TechDirect? I am a Dell channel partner.
PAGE 2
Managing assets ● I have multiple SupportAssist administrators in my company. Some of the administrators have downloaded and deployed SupportAssist to assets in their site. However, these assets running SupportAssist are not displayed in the Manage Assets page. What could be the reason? ● Can I organize my assets in a group while deploying SupportAssist? Optimizing your PCs ● SupportAssist does not run scheduled scans even if it is enabled on the PCs.
PAGE 3
Working with TechDirect ● I purchased my PCs through a Dell channel partner. Can I manage the PCs using SupportAssist in TechDirect? Yes, if you have purchased PCs from a Dell channel partner or through a third-party company, you can manage the PCs using SupportAssist in TechDirect. You must use a TechDirect account that is not managed by your channel partner to manage your PCs. ● I am a Dell channel partner.
PAGE 4
You should set up a TechDirect account before you begin deploying SupportAssist. To enroll your organization with TechDirect, go to https://tdm.dell.com. ● What are the uses of the SupportAssistUninstall_Cleanup.ps1 script? The SupportAssistUninstall_Cleanup.ps1 script that is available in your SupportAssist for business PCs deployment package performs the following: ○ Clears the registry entries, services, and folders related to SupportAssist, from the PC.
PAGE 5
Table 1. SupportAssist release version and validity (continued) Release version Validity 2.4.0.39 Valid until August 18, 2022 2.4.1.23 Valid until August 18, 2022 3.0.0.34 Valid until February 19, 2023 ● My PC fleet is running SupportAssist for business PCs version 2.4.1 or earlier, and I have opted for automatic updates. But, SupportAssist is not automatically updated to the latest version though the PCs are online and the updates are available for more than two weeks.
PAGE 6
The Clean Files feature clears temporary, redundant, and other unwanted files from the PC.
PAGE 7
○ If no application is using the 5700 port, no result is displayed. ○ If any other application is using the 5700 port, the port number and LISTENING status are displayed. 7. Restart the Dell SupportAssist for Business PCs service. ● I have allowed the users in my organization to view and use the SupportAssist user interface. But, they are unable to open the user interface.
PAGE 8
NOTE: The users in your organization can view the SupportAssist user interface only if you have enabled the Allow users to open and run SupportAssist on their PCs option on the TechDirect Preferences page. Miscellaneous ● Can I update the BIOS on a BitLocker enabled PC? Yes, for PCs running SupportAssist for business PCs version 2.2 and later, BitLocker is automatically suspended and enabled after BIOS updates. However, for PCs running SupportAssist for business PCs version 2.
PAGE 9
4. To open the command prompt in system context mode, run psexec -i -s cmd.exe. A new command prompt window is opened in system context mode. 5. Change the working directory to the Internet Explorer installation folder and run iexplore.exe in system context mode. 6. Verify the proxy settings in Internet Options > Connections > LAN Settings.
PAGE 10
Table 3. Resources (continued) For more information about See Available at Enrolling your organization, managing SupportAssist alerts, and parts dispatch requests in TechDirect TechDirect home page https://tdm.dell.
PAGE 11
Notes, cautions, and warnings NOTE: A NOTE indicates important information that helps you make better use of your product. CAUTION: A CAUTION indicates either potential damage to hardware or loss of data and tells you how to avoid the problem. WARNING: A WARNING indicates a potential for property damage, personal injury, or death. © 2020 - 2021 Dell Inc. or its subsidiaries. All rights reserved. Dell, EMC, and other trademarks are trademarks of Dell Inc. or its subsidiaries.