Owner's Manual

Troubleshooting

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

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.

• The SupportAssist dashboard requires some DLLs that are installed in OpenManage Essentials version 1.1. The

SupportAssist installer checks that OpenManage Essentials is installed, and then checks the OpenManage

Essentials version. If the DLLs are manually removed, the following error appears during installation:

Error 1920. Service Dell SupportAssist Service

(PhomePluginWindowsService) failed to start.

If this occurs:

– Verify that you have sufficient privileges to start system services.

– Check the log-file.txt file in the logs directory (typically, C:\Program Files (x86)\Dell\Dell Integrated

Support\logs in 64-bit operating systems and at C:\Program Files\Dell\Dell Integrated Support\logs in 32-

bit operating systems) to see which component failed to load.

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.