FAQ

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 2.2 or earlier, you must disable the
BitLocker encryption manually.
● When I try to run a BIOS or Driver update on the PCs that I manage, TechDirect displays a message that these updates
are already scheduled. However, the update is not installed, and after three days, TechDirect displays a message that
these updates are to be reviewed again. What could be the reason for this?
When you schedule BIOS, driver, or other updates on the PCs, the task is queued. For SupportAssist to run the tasks, the
PC must be online and be able to connect to the Internet and Dell backend. If the connection is not successful, the task is
timed out and TechDirect allows you to schedule the update again.
● Why are my users reporting that their PCs are occasionally slow or non-responsive?
When SupportAssist is running diagnostic tests, CPU and memory utilization increase until the tests are complete. This could
make the PC slow or unresponsive until the tests are complete.
● How do I repair SupportAssist?
If SupportAssist is not working as expected, perform the following steps to repair SupportAssist:
1. Open Command Prompt with administrator rights.
2. Run one of the following commands depending on deployment package format:
○ If you have deployed SupportAssist using the MSI deployment package, run msiexec /fomusv <path of the
folder where you extracted the SupportAssist MSI file>/qn
Ensure that you use the same MSI file that was used during the deployment of SupportAssist for business PCs.
○ If you have deployed SupportAssist using the EXE deployment package, run <path of the folder where you
extracted the SupportAssist executable file> repair
Ensure that you use the same EXE file that was used during the deployment of SupportAssist for business PCs.
3. To restart the SupportAssist services, reboot the PC.
NOTE:
You cannot repair SupportAssist if you have modified the SupportAssist registry entries and database after
deployment.
● When can I see the PC utilization data on the Overview page in TechDirect?
The PC utilization data is displayed on the Overview page if one or more criteria is met:
○ More than one operating system crash has occurred on the PC.
○ Memory utilization is greater than 75%.
○ CPU usage is high.
○ Installed memory is lesser than or equal to 4 GB.
○ Battery runtime is less than 2 hours.
○ Storage remaining is less than 10%.
○ Application failures are greater than 5.
○ Battery health is less than 30%.
NOTE: The performance and utilization data are not available for PCs with Basic or Expired service plan.
● How do I verify if my proxy is configured in system context mode?
Perform the following steps to verify if your proxy is configured in system context mode:
1. Download Microsoft PsTools Suite from the Microsoft website and extract the files to a folder.
2. Open Command Prompt with administrator rights.
3. Change the working directory to the folder where you extracted Microsoft PsTools Suite.
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FAQs