SupportAssist for Business PCs Frequently Asked Questions

Update PCs using Dell Recommendations

• How often does SupportAssist check for PC updates?

  SupportAssist checks for PC updates as per the schedule scans preferences set on the Connect and manage PCs > Set up and connect > Configure page.

• I have scheduled PC updates for recommended BIOS, drivers, firmware, and Dell applications. How long is the request valid?

  The PC updates need to be completed within five days. If not, they will time out, and you will need to initiate the tasks again. You can monitor the progress in the Track scheduled tasks section on the Recommendations page.

• How long is a remote optimization task valid after initiation?

  When the PCs are online and connected to Dell, they check for pending tasks. Depending on the group configuration, the tasks are performed on the PCs. If the tasks are not executed within 30 days, they time out and you can initiate the tasks again. For more information about optimizations, see the SupportAssist for Business PCs Administrator Guide available on the SupportAssist for Business PCs documentation page.

• I have initiated a remote optimization task on the PCs. Should the PC user intervene to perform the task?

  When the PC is online and connected to Dell, it checks for pending tasks. Depending on the SupportAssist preferences, the PC user is notified about the optimization tasks or the tasks are performed in the background without user intervention. If the PC user is notified, the user can opt to defer the task twice, after which the task is performed automatically. The notification is displayed for 90 seconds on the PC. If the user does not defer the task within 90 seconds, the task is performed automatically. For information about managing a specific PC, see the Managing a single PC section in the SupportAssist for Business PCs Administrator Guide available on the SupportAssist for Business PCs documentation page.

• Will the PC user be notified when a remote optimization task is initiated?

  The user notifications are displayed based on the configured preferences. See Managing preferences section SupportAssist for Business PCs Deployment Guide available on the SupportAssist for Business PCs documentation page.

• I have disabled the option of users opening and running SupportAssist on their PCs and enabled scans to run in the background. However, SupportAssist displays notifications about updates for users in my company. What could be the reason?

  Depending on the preferences, SupportAssist displays notifications about remote optimization tasks initiated by the administrators in TechDirect. However, if the administrators have enabled the Run all remote scans and updates without end user interaction option on the Connect and manage PCs > Set up and connect > Configure page, SupportAssist does not display notifications about remote optimizations tasks to the user.

• Can I select specific updates to perform on my PC fleet?

  Yes, you can select specific the PC updates from the Recommendations or Update Catalogs page.

• Can I remotely install PC updates if my PC users do not have administrator rights?

  Yes, you can install PC updates remotely.

• Will remote tasks be performed on a PC that is not connected to the Internet or turned on?

  Yes, the tasks are performed when the PC is turned on and connected to Dell within 30 days after the task is initiated. If the tasks are not executed within 30 days, they time out and you can initiate the tasks again.

• Can I update the BIOS on a BitLocker enabled PC?

  Yes, BitLocker is automatically suspended and reenabled after BIOS updates.

• When I attempt to run BIOS or PC updates, TechDirect indicates that these updates are already scheduled. However, the updates are not installed. What could be the reason for this?

  When you schedule BIOS or other PC updates, the task is queued in TechDirect for SupportAssist to run the tasks on the PC, the PC must be online and be able to connect to the Internet and Dell backend. If the connection is not successful within 30 days, the task expires and TechDirect allows you to schedule the update again.

• Are PC users allowed to update BIOS and drivers on their PCs?

  Yes, PC users can update BIOS and drivers on their PCs if the Driver updates option is enabled by the administrator while configuring User interaction preferences.

• Where can I enter BIOS passwords to perform updates on password-configured PCs?

  The Central Resource Manager enables you to store BIOS administrator passwords for your PC fleet. SupportAssist uses the stored passwords to install BIOS updates on BIOS password-configured PCs.

  After you install the Central Resource Manager, you can enter the BIOS passwords that are required for BIOS updates in a spreadsheet.

  To download the spreadsheet, from the TechDirect dashboard, go to Connect and manage > Manage PC fleet > Connect and manage PCs > Manage > PCs > Inventory, from the Export list, select Central Resource Manager List. Enter the BIOS administrator passwords and import the spreadsheet in Central Resource Manager.

  For information about how to install Central Resource Manager, see the SupportAssist for Business PCs Deployment Guide available on the SupportAssist for Business PCs documentation page.

• What could be the reason for BIOS updates failing on password-configured PCs?

  Check the connectivity of PCs to the configured Central Resource Manager. Also, ensure that the Central Resource Manager version is not expired. If the version has expired, manually update Central Resource Manager to the latest version.

• Can I perform BIOS updates on PCs that are not connected to a corporate network or VPN?

  Yes. However, for PCs with a BIOS password, ensure that Central Resource Manager is externally enabled. Note that only one Central Resource Manager instance can be externally accessible without a corporate network or VPN connection.

  For PCs outside the corporate network, not connected through VPN, or switching between corporate and external networks, ensure that they can access and retrieve BIOS password information over external networks. To enable external network access, install and open Central Resource Manager, go to Home > Settings, and enable Allow access in the External network access section.

• Can I perform PC updates remotely from TechDirect?

  Yes, you can perform remote PC updates, such as BIOS, drivers, firmware, and Dell applications, for all PCs running an active SupportAssist version, regardless of the service plan or warranty.

• I have PCs with expired warranty in my fleet. Can I still perform updates on those PCs?

  Yes, you can perform updates, regardless of the service plan or warranty of the PC.

• Can PC users without administrator rights perform updates to BIOS, drivers, firmware, and Dell applications?

  Yes, PC users can perform updates if they are using SupportAssist version 4.5 or later, and if the administrator has enabled the Allow non-admin users to run software updates option on the Setup and Connect > Configure > Preferences page.

• Can PC users without administrator rights run hardware scans?

  Yes, PC users can run hardware scans if they are using SupportAssist version 4.5 or later, and if the administrator has enabled the Allow non-admin users to run Hardware scans option on the Setup and Connect > Configure > Preferences page.