FAQ
4. In the left pane, click Stop.
5. From the programs menu, search and open the Command Prompt.
6. Type netstat -a -v | findstr /C:"5700" and press Enter.
○ 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. What could be the reason?
To open the SupportAssist user interface, ensure that the security level for the system is set to Medium-high, Medium,
Medium-low, or Low for the Local intranet zone. To set the security level, perform the following steps:
1. Click Start to open the programs menu.
2. Search and open Internet Options.
3. Click the Security tab.
4. Select the Local intranet zone.
5. Set the security level.
6. Click Apply and click OK.
● When I try to run a BIOS or Driver update on the systems 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 issue?
When you schedule BIOS, Driver, or other updates on the PCs, the task is queued. For SupportAssist to run the tasks, the
system 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.
● 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.
● How much Internet data does SupportAssist consume for monitoring systems?
SupportAssist requires Internet connectivity for its operations. The following table lists the frequency and average data that
is consumed for monitoring 100 systems:
Table 2. Average data consumption
Event Frequency of the event Data consumption (in KB)
Registering SupportAssist Once after deployment 802
Sending routine system monitoring
information
Once every 24 hours after deployment 241
Sending periodic system monitoring
information
Every 30-45 days after deployment 210435
Sending alert and system state
information
When an alert is detected 30
Verifying system warranty information Once after deployment 7
Creating support request When an alert qualifies for creation of a
support request
159
Checking for updates Once every week 30
Checking for configuration updates Once every 24 hours 31
PC insights Once every hour 2320
NOTE: For drivers, BIOS, and firmware updates, the data consumption value varies depending on the number of
updates.
FAQs 5