Users Guide

Troubleshooting

This chapter describes procedures you can use to troubleshoot Dell SupportAssist issues

Topics:

• Installing Dell SupportAssist

• Launching Dell SupportAssist

• Service Tag Warnings

• Service Contract

• Collection Failure

• Collection Failed To Upload

• Services

• Security

• Verifying the installation of the root certificate

• Installing Root Certificates

Installing Dell SupportAssist

SupportAssist installation requires elevated Microsoft User Authentication (UAC) privileges, and may fail if you attempt to install

by double-clicking on the installer executable. If this occurs, install SupportAssist as follows:

1. Right-click the installer executable.

2. Select Run as administrator.

NOTE:

SupportAssist installation requires that you allow Dell to save certain Personally Identifiable Information (PII)

such as your contact information and local administrator credentials, and so on. SupportAssist installation cannot

proceed unless you allow Dell to save your PII.

Launching Dell SupportAssist

If you see a Problem starting the Dell SupportAssist Service error upon launching SupportAssist:

● There may be a Microsoft Windows registry configuration problem with the SupportAssist Windows service. To resolve this

issue, uninstall and then reinstall SupportAssist.

Service Tag Warnings

On rare occasions some cases may display an invalid Dell service tag warning. If you presume that the warning is incorrect, you

can use the Windows Management Instrumentation CLI command (wmic) to find the correct Dell service tags for Windows

devices.

To resolve service tag warnings:

1. Identify the service tag for your device.

2. Contact Dell technical support. See Contacting Dell.

Service Contract

The Service Contract column on the Case List report, may display a warning icon or Unknown. See the following sections for

more information about these messages.

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