FAQ

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. Can I manage Dell PCs that are sold to a customer using SupportAssist in TechDirect?
No, a Dell channel partner cannot manage Dell PCs that are owned by a customer using SupportAssist in TechDirect.
● How do I set up a TechDirect account?
Your company should designate an administrator to set up your TechDirect account. This administrator must go to https://
tdm.dell.com and click Register Now to begin the enrollment process. As part of this process, the administrator adds
users with SupportAssist Administrator and SupportAssist Technician privileges, who then receive an email confirming their
enrollment and includes login details. Users who want to dispatch parts must first complete the free online certification
courses available within the TechDirect online portal. For more information, see https://tdm.dell.com.
● I have already set up a Dell My Account, can I use the same credentials to log in to TechDirect?
Yes, you can use the Dell My Account credentials to log in to TechDirect. But, you must first enroll your organization with
TechDirect using the same credentials.
Managing SupportAssist preferences
● While configuring SupportAssist for business PCs, why are two options displayed for frequency in the Application
Preferences section?
If your asset group contains PCs running SupportAssist for business PCs version 2.2.2 or earlier, and 2.3 or later, two options
to select the frequency are displayed.
○ For PCs running SupportAssist for business PCs version 2.3 or later, the administrator can configure the schedule scan
frequency separately for drivers and downloads updates, system optimizations, and hardware scans.
○ For PCs running SupportAssist for business PCs version 2.2.2 or earlier, the administrator can only configure the
schedule scan frequency generically for all the updates.
● What is the difference between the options—Run scans in background and Run all remote scans and updates without
end user interaction?
○ The Run scans in background, if enabled, allows scans initiated by SupportAssist to run in the background without the
need for user interaction. The user does not receive notifications when SupportAssist runs schedule scans on the PCs.
○ The Run all remote scans and updates without end user interaction, if enabled, allows administrators to remotely
optimize managed PCs without the need for user interaction. The user does not receive notifications when an
administrator triggers remote actions to run on the managed PCs.
● If I enable the Suppress end user notification in case reboot is needed after installation option, will the PC reboot
automatically?
No, the reboot is required only when drivers, firmware, and BIOS updates are performed. The PCs are not rebooted
automatically, and the updates are applied only when the user reboots the PC manually.
Deploying SupportAssist for 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?
No, you cannot install both the versions on the same PC. Before you install SupportAssist for business PCs, you must
uninstall SupportAssist for Home PCs from the PCs. To uninstall SupportAssist for Home PCs, deploy and run the
SupportAssistUninstall_Cleanup.ps1 script on the PCs.
If you are using the EXE to install SupportAssist for business PCs, SupportAssist for Home PCs is uninstalled automatically.
● What Dell accounts should I create before I begin the deployment?
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