Users Guide

Troubleshooting SupportAssist OS Recovery
Topics:
• Troubleshoot OS Recovery boot failure
•
Troubleshoot file backup errors
• Troubleshoot Wi-Fi connection
• Run diagnostics test for hardware issues
Troubleshoot OS Recovery boot failure
You cannot access SupportAssist OS Recovery when the SupportAssist System Resolution option is disabled in the system
BIOS.
Steps
1. Restart your computer.
2. Press the F2 key until the Preparing to enter setup message is displayed.
NOTE:
If you wait too long and the operating system logo is displayed, wait until you see the Windows desktop, restart
your computer, and try again.
The available boot options are displayed.
3. In the BIOS section, expand SupportAssist System Resolution.
4. Ensure that:
● The Auto OS Recovery Threshold is not set to OFF and has a value of 1, 2, or 3 selected.
● The SupportAssist OS Recovery option is selected.
Troubleshoot file backup errors
After the backup is complete, the file errors are listed. When files of size greater than 4 GB are backed up, files are sent to
a drive formatted in the FAT32 file system. Before you back up the files of size greater than 4 GB, format your backup drive
using another computer to use exFAT or NTFS format. You can also use another drive that is formatted in either exFAT or NTFS
format. Backup errors may also occur when sectors of the hard drive that is used for backup are corrupted.
Steps
1. Go to the SupportAssist OS Recovery home page, and then click START BACKUP on the BACK UP FILES tile.
2. Click START BACKUP.
3. Click the Advanced settings link, and then select the files that previously had errors.
4. Select the destination storage device to back up the selected files, and then click NEXT to begin the backup process.
5. If the error occurs again, run the diagnostics test.
Troubleshoot Wi-Fi connection
When you select Connect automatically check box while configuring a WiFi network, SupportAssist OS Recovery saves the
network configuration settings for future connections. Sometimes, when you later clear the Connect automatically check box,
SupportAssist OS Recovery still connects to the saved WiFi network. To troubleshoot such errors, you can reset the BIOS
settings to default.
8
26 Troubleshooting SupportAssist OS Recovery