User's Manual

Troubleshooting

The following sections describe procedures you can use to troubleshoot Dell SupportAssist issues

Installing 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.

Registration Failure

After the installation of SupportAssist application on the management server, the SupportAssist

application registers with the SupportAssist server hosted by Dell. If the registration is successful:

• A registration confirmation email is sent to your primary contact.

• The Client ID value is displayed in the SupportAssist Help → About window.

Registration failure occurs if the SupportAssist application has problems communicating with the

SupportAssist server hosted by Dell. To resolve the communication problems, see Ensuring Successful

Communication Between The SupportAssist Application And The SupportAssist Server.

Launching 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. 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: