FAQ

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. What should I do?
Perform the following steps:
1. Uninstall SupportAssist from your PC fleet.
2. Download SupportAssist from TechDirect.
3. Redeploy SupportAssist on your PC fleet.
● My PC fleet is running SupportAssist for business PCs version 2.4.1 or earlier, and SupportAssist is automatically
updated to the latest version, but the latest version number is not displayed on the PCs page of TechDirect. What
should I do?
Perform the following steps:
1. Uninstall SupportAssist from your PC fleet.
2. Download SupportAssist from TechDirect.
3. Redeploy SupportAssist on your PC fleet.
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?
Ensure that every administrator of your company has saved at least one SupportAssist configuration with primary and
secondary contact details. After a configuration is created, when the assets are online and can connect to Internet and Dell
backend, the asset information is displayed in the Manage Assets page within 24 hours.
● Can I organize my assets in a group while deploying SupportAssist?
Yes, if your PCs are running SupportAssist for business PCs version 2.2 and later, you can organize the assets under specific
groups in TechDirect.
Optimizing your PCs
● SupportAssist does not run scheduled scans even if it is enabled on the PCs. Why?
SupportAssist runs a scheduled scan on the PC only if the following criteria are met at the time of the scan:
○ If the PC is connected to an electrical outlet, the battery percentage must be greater than 50%.
○ If the PC is not connected to an electrical outlet, the battery runtime must be greater than one hour.
○ User is not performing any tasks on the PC.
● I have disabled the option of users opening and running SupportAssist on their PCs and enabled scans to run in the
background. However, SupportAssist displays notifications about updates for users in my company. What could be the
reason?
SupportAssist displays notifications about remote optimization tasks initiated by the administrators in TechDirect. However,
if the administrators have enabled the Run all remote scans and updates without end user interaction option on the
TechDirect Preferences page, SupportAssist does not display notifications about remote optimizations tasks to the user.
● What type of files are deleted during the Clean Files optimization?
FAQs
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