SupportAssist for Business PCs Frequently Asked Questions

Troubleshoot SupportAssist

• How do I repair SupportAssist?

  If SupportAssist is not working, perform the following steps to repair SupportAssist:

  1. Open Command Prompt with administrator rights.
  2. Run one of the following commands depending on the deployment package format:
     • If you have deployed SupportAssist using the MSI deployment package, run msiexec /fomusv <path of the folder where you extracted the SupportAssist MSI file>/qn

       Ensure that you use the same MSI file that was used during the deployment of SupportAssist for Business PCs.

     • If you have deployed SupportAssist using the EXE deployment package, run <path of the folder where you extracted the SupportAssist executable file> repair

       Ensure that you use the same EXE file that was used during the deployment of SupportAssist for Business PCs.

  3. To restart the SupportAssist service, reboot the PC.
  NOTE:You cannot repair SupportAssist if you have modified the SupportAssist registry entries and database after deployment.

• I have installed SupportAssist on the PC fleet, but the PC user is unable to open the user interface. What could be the reason?

  The PC user can open the user interface if the following conditions are met:

  • You have allowed the PC user to open and run SupportAssist.
  • Port 5700 is open on the PC.
  • Transport Layer Security (TLS) 1.2 is enabled on the PC.

• How can I check if any other application uses the 5700 port?

  SupportAssist requires port 5700 to be open to launch the SupportAssist user interface. To check if any other application uses the 5700 port, perform the following steps on the PCs where you want to run SupportAssist:

  1. Click Start to open the programs menu.
  2. Search and open Services.
  3. In the right pane, click Dell SupportAssist for Business PCs.
  4. In the left pane, click Stop.
  5. From the programs menu, search and open the Command Prompt.
  6. Type netstat -a -v | findstr /C:"5700" and press Enter.
     • If no application is using the 5700 port, no result is displayed.
     • If any other application is using the 5700 port, the port number and LISTENING status are displayed.
  7. Restart the Dell SupportAssist for Business PCs service.

• I have allowed the users in my organization to view and use the SupportAssist user interface. But, they are unable to open the user interface. What could be the reason?

  To open the SupportAssist user interface, ensure that the security level for the PC is set to Medium-high, Medium, Medium-low, or Low for the Local intranet zone. To set the security level, perform the following steps:

  1. Click Start to open the programs menu.
  2. Search and open Internet Options.
  3. Click the Security tab.
  4. Select the Local intranet zone.
  5. Set the security level.
  6. Click Apply and click OK.

• How can I provide logs to Dell support for resolving the PC issues?

  Perform the following steps to access the log files:

  1. On the PC where the issue is observed, search for Windows PowerShell and click Run as Administrator.
  2. Go to the C: > Program Files > Dell > SupportAssist > Tools folder.
  3. Run the SupportAssistDebugger script with the below commands:
     • EnableDebug—to enable debug logs for SupportAssist.
     • CollectLogs—to collect the SupportAssist logs, event logs, registry, and so on.
     • CollectInfo—to collect basic information related to SupportAssist.
     • DisableDebug—to disable debug logs for SupportAssist and to download the log files.

     After the script is executed, the log files are created.

  4. Share the log files with the support team for issue resolution.

• How do I verify if the SupportAssist installation file is digitally signed?

  Perform the following steps to verify if the SupportAssist installation file is digitally signed:

  1. Right-click SupportAssistx64.exe or SupportAssistx64.msi and select Properties.
  2. Select the Digital Signatures tab.
  3. In the Signature list section, select Dell Inc and click Details.

     If the installation file is signed, the This digital signature is OK. message is displayed in the Digital Signature Information section.

• Whom should we contact if we need assistance with SupportAssist?

  You can contact the Service Account Manager (SAM) assigned to your company. Alternatively, you can also contact Dell Technical Support for assistance.

  To contact Dell for issues on the Connect and manage service and SupportAssist for Business PCs, perform the following steps:

  1. Go to TechDirect and click Contact us.
  2. Enter the name, email address, phone, company, and select the region.
  3. From the Services list, select SupportAssist for Business PCs.
  4. From the Subject list, select a required subject.
  5. Enter the Service Tag and a message, attach any helpful files, and then click Submit.