If
SupportAssist is not working, perform the following steps to repair
SupportAssist:
Open
Command Prompt with administrator rights.
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.
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:
Click
Start to open the programs menu.
Search and open
Services.
In the right pane, click
Dell SupportAssist for Business PCs.
In the left pane, click
Stop.
From the programs menu, search and open the
Command Prompt.
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.
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:
Click
Start to open the programs menu.
Search and open
Internet Options.
Click the
Security tab.
Select the
Local intranet zone.
Set the security level.
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:
On the PC where the issue is observed, search for
Windows PowerShell and click
Run as Administrator.
Go to the
C: > Program Files > Dell > SupportAssist > Tools folder.
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.
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:
Right-click
SupportAssistx64.exe or
SupportAssistx64.msi and select
Properties.
Select the
Digital Signatures tab.
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: