Users Guide

Creating support request
SupportAssist helps you proactively and periodically monitor your PC for hardware or software issues. If an issue is detected on
your PC, SupportAssist enables you to create a support request with Dell technical support. Depending on the service plan of
your PC, SupportAssist may also automatically create a support request for the issue.
NOTE: The automatic support request creation capability is not available for PCs with an expired warranty.
Create support request for issue detected by a scan
Prerequisites
On PCs with operating system build number 16299 or later, you must have administrator rights on the PC. For steps to see the
build number of the operating system installed on your PC, see Frequently asked questions on page 43.
About this task
If a support request must be created for an issue that is detected during a manually initiated or an automated scan:
● The PC optimization tiles are disabled.
● The links to troubleshoot hardware issues are disabled on the Troubleshooting page.
● If the SupportAssist user interface is minimized during the scan, a notification is displayed on the Scan Hardware tile. For
information on the type of notifications that are displayed on the tile, see Scan Hardware tile notifications on page 26.
● If the SupportAssist user interface is open, the issue details page is displayed.
Steps
1. Open SupportAssist.
2. Click Fix Now.
NOTE:
If you do not have administrator rights on the PC and a SupportAssist profile is not created, an appropriate
message is displayed. You must sign in to the PC as an administrator, create a profile, and then try again.
NOTE: If is displayed on the tile, click Skip and create the support request later. If you click Skip, the PC
optimization tiles and the links in the Troubleshooting page are enabled.
The issue details page is displayed.
NOTE:
For XPS, Inspiron, and Alienware PCs in certain regions with an expired service plan, a link to purchase the
hardware component is displayed.
3. Click Next.
● If you have not accepted the SupportAssist terms and conditions, a message is displayed indicating that you have not
accepted the SupportAssist terms and conditions. Click the Read SupportAssist terms & conditions link, accept the
terms and conditions, click Save, and then try again.
● If SupportAssist is unable to connect to the Internet, a message is displayed. Click the troubleshooting links displayed
below the message to fix the issue and try again.
● If you have not created a SupportAssist profile, the Dell My Account Sign In page is displayed. To continue, create a
SupportAssist profile and click Finish.
● If you have already created a SupportAssist profile, the contact information and shipping address are displayed. If you
want to update the contact information and shipping address, click Edit, make the necessary updates, and then click
Finish.
NOTE:
If you do not have administrator rights on the PC, you cannot edit the contact information and shipping
address.
4. On the issue summary page, click Done.
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34 Creating support request