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SupportAssist OS Recovery Feature Not Supported in Windows 10S, 11S, and 11SE

Summary: The following article provides information about the SupportAssist Operating System (OS) Recovery software. It is not working with the Windows S and SE versions.

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Symptoms

SupportAssist OS Recovery software does not function with Windows S and SE versions.

Cause

Excalibur is not supported in Windows S and SE versions.

Resolution

SupportAssist OS Recovery

Excalibur is not supported on Windows OS versions: Win 10S, Win 11S, and Win 11SE.

But BIOSConnect is enabled by default in the BIOS on these products for firmware updates.

If you invoke this function from the BIOS Bootup Menu, the BIOSConnect to activate the SupportAssist OS Recovery feature does not work.

You are presented with a loading window and must power cycle the computer without selecting BIOSConnect in the BIOS Bootup Menu to avoid this.
SupportAssist OS Recovery
Figure 1

You can accidentally invoke BIOSConnect in the BIOS Bootup Menu, by selecting SupportAssist OS Recovery selection and pressing ENTER (Figure 2):
Dell Boot Menu
Figure 2

Workaround

The following workaround can be used to prevent this behavior.

  1. Press F12 during bootup to enter the BIOS onetime boot menu (Figure 3).
    Dell Boot Menu
    Figure 3
    Note: Your computer looks similar to one of the options available, Platform Name, and BIOS Revision on the one-time boot menu may vary from computer to computer.
  2. Scroll down the one-time boot menu until you get to the BIOS Setup option. Select it and press Enter.
  3. Once in the BIOS setup screens, move down to the section entitled SupportAssist System Resolution and expand it to reveal its options.
  4. Open the sub section "SupportAssist OS Recovery" and clear this box to Disable this feature (Figure 4).
    Dell BIOS
    Figure 4
    Note: This picture has the box checked by default. Clear this box to Disable the SupportAssist OS Recovery feature.
  5. Once Disabled, click Apply to save the BIOS settings and then Exit the BIOS in order to restart the computer. SupportAssist OS Recovery does not appear in the BIOS menu option anymore (Figure 5):
    Dell Boot Menu
    Figure 5

Resolution

This functionality is working as designed as Windows S is restricted to Windows store applications only.


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Additional Information

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    Affected Products

    SupportAssist OS Recovery