Owner's Manual
4
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:
• The local administrator password may have been changed recently. If so, ensure that the SupportAssist
Windows service is configured with the new password:
1. Click Start → Run.
The Run dialog box is displayed.
2. Type services.msc, and then click OK.
The Services Microsoft Management Console (MMC) is displayed.
3. Right-click the Dell SupportAssist service, and then click Properties.
The Dell SupportAssist Service Properties dialog box is displayed.
4. Click the Log On tab, and ensure that the This account option is selected.
5. In the Password: field, type the new local administrator password.
6. In the Confirm Password: field, repeat the local administrator password. The password should match with one
provided in the Password: field.
7. Click Apply.
8. Launch SupportAssist.
• There may be a 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 1.0.1. 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.
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