Users Guide

NOTE: You can view the details and track the status of the support request on the History page.
The tiles view of the Home page is displayed, and the Support Request Open status is displayed on the Scan Hardware
tile.
Manually create a support request
About this task
Depending on the service plan of your PC, you can manually create a support request for issues that are not detected by
SupportAssist. For information on the SupportAssist capabilities for different service plans, see SupportAssist capabilities and
Dell service plans on page 6.
Steps
1. Open SupportAssist and click the Get Support tab.
2. Click Open a Support Request.
● If the SupportAssist scans and optimizations are not performed in the last 24 hours, all the scans are automatically
initiated. If an issue is detected on your PC, the scan is stopped and the issue details page is displayed. For instructions
to create a support request, see Create support request for issue detected by a scan.
● If the SupportAssist scans and optimizations are performed in the last 24 hours, the support request page is displayed.
● If a notification for a hardware issue is already displayed on the Home page, the issue details page is displayed. For
instructions to create a support request, see Create support request for issue detected by a scan.
● 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 PC as an administrator, create a profile, and then try again.
3. If the support request page is displayed:
a. From the Select a category list, select an appropriate issue category.
b. Enter the description of the issue.
c. 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 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.
NOTE: You can view the details and track the status of the support request on the History page.
The tiles view of the Home page is displayed, and the Support Request Open status is displayed on the Scan Hardware
tile.
Issue details page
The following table describes the information displayed on the issue details page:
Table 10. Issue details page
Information Description
Service Tag The unique identifier of the PC. The Service Tag is an alpha-
numeric identifier.
Creating support request 35