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How to Troubleshoot Dell Digital Delivery

Summary: The following article discusses how to troubleshoot missing software in Dell Digital Delivery.

This article applies to This article does not apply to This article is not tied to any specific product. Not all product versions are identified in this article.

Instructions

Affected Products:

  • Dell Digital Delivery

Affected Versions:

  • v3.0 and Later

Dell Digital Delivery enables access to software purchased with a commercial or consumer Dell computer running Windows.

Note:

If Dell Digital Delivery does not display the purchased software, it is necessary to troubleshoot the Application before collecting Application Logs. Click the appropriate section for more information.
Choose Application or Application Logs

Table of Contents

Application

Version 5.x and Later

  1. Go to https://www.microsoft.com/ This hyperlink is taking you to a website outside of Dell Technologies..
    • Failure indicates either an unstable or no internet connection.
    • On success, go to next step.
  2. On success, verify firewall connectivity by going to https://cloud.dell.com/ClientServices/Client.svc/v1/Client/Config?r=en This hyperlink is taking you to a website outside of Dell Technologies.:
    • On success, the user gets a request to enter their credentials. This indicates that the computer can successfully communicate to the Dell cloud software service. Go to the Application section for additional troubleshooting.
    • Failure indicates that a firewall or proxy settings are blocking the URL.
      User is requested to enter credentials
  3. Launch the Dell Digital Delivery application.
  4. In the bottom menu, click Click question mark at bottom of page.
    Click Question Mark at bottom of page
  5. Click REFRESH. This rebuilds the Dell Digital Delivery local software database cache.
    Click REFRESH
  6. Close the Dell Digital Delivery application.
  7. After 1 minute, launch the Dell Digital Delivery application.
  8. If the issue persists, go to Application Logs to collect the appropriate information before contacting technical support.
    Note: For more information, reference How to Get Support for Dell Digital Delivery.

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Version 4.x and Earlier

  1. Go to https://www.microsoft.com/ This hyperlink is taking you to a website outside of Dell Technologies..
    • Failure indicates either an unstable or no internet connection.
    • On success, go to next step.
  2. On success, verify firewall connectivity by going to https://cloud.dell.com/ClientServices/Client.svc/v1/Client/Config?r=en This hyperlink is taking you to a website outside of Dell Technologies.:
    • On success, the user gets a request to enter their credentials. This indicates that the computer can successfully communicate to the Dell cloud software service. Go to the Application section for additional troubleshooting.
    • Failure indicates that a firewall or proxy settings are blocking the URL.
      User is requested to enter credentials
  3. Launch the Dell Digital Delivery application.
  4. In the bottom menu, click Help.
    Click Help
  5. Click RESET NOW. This rebuilds the Dell Digital Delivery local software database cache.
    Click RESET NOW
  6. Close the Dell Digital Delivery application.
  7. After 1 minute, launch the Dell Digital Delivery application.
  8. If the issue persists, go to Application Logs to collect the appropriate information before contacting technical support.
    Note: For more information, reference How to Get Support for Dell Digital Delivery.

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Application Logs

Version 4.0.92 and Later

  1. To assist with further troubleshooting reference the instructions below for how to collect the following logs:
    • Service Logs: C:\ProgramData\dell\D3\Resources\SQLite
    • Database Logs: C:\ProgramData\dell\D3\Resources\Logs\serilog
    • UWP Logs: C:\users\<username>\appdata\local\packages\dellinc.DellDigitalDelivery_<x.x.xx.x>_x64__htrsf667h5kn2\LocalState\serilog
      • Where <username> = username; Example: John_Doe
      • Where <x.x.xx.x> = version or rev; Example: v4.0.92.0 (previous) or v5.0.49.0 (latest)
  2. To collect Service logs:
    1. Go to Windows Search and type C:\ProgramData\Dell\D3\Resources\Logs\serilog.
    2. Select the file explorer folder that is shown in the screenshot below.
    3. Collect these logs and provide them to the support agent for further assistance.
      Image of service log file location
      Note:
  3. To collect DDD Database Logs:
    1. Go to Windows Search bar type C:\programdata\dell\d3\resources\SQLite.
    2. Select the folder that is shown in the screenshot below.
    3. Collect the logs and provide them to a support agent for further assistance.
      Image of DDD log file location
  4. To collect Dell Digital Delivery UWP logs:
    1. Right-click the windows icon that is in the task and click Run as shown by the screenshot below.
      Click Run
    2. In the Run user interface type %LOCALAPPDATA% and select OK in the bottom left as shown by screenshot below.
      Type %LOCALAPPDATA% and click OK
    3. A file explorer is displayed with several folders.
    4. Locate and click the Packages folder.
    5. Once in the Packages folder, go to the search bar in the upper right corner and search DellDigitalDelivery.
    6. Click the folder as shown by the screenshot below.
      Note: Folder name may vary based on the Dell Digital Delivery application version.

      Search for DellDigitalDelivery
    7. Go to and click the Local State folder then go to click seriallog folder. Collect the logs and provide them to a support agent for further assistance.

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Additional Information

Article Properties
Article Number: 000131238
Article Type: How To
Last Modified: 30 aug 2024
Version:  28
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