SupportAssist for Business PCs with Windows OS Frequently Asked Questions
FAQs
TechDirect account
Configure and download SupportAssist
- What are the benefits of installing SupportAssist for Business PCs on my PC fleet?
- What are the operating systems supported by SupportAssist?
- What is the difference between the options—Run scans in background and Run all remote scans and updates without end user interaction?
- If I enable the Suppress end user notification in case reboot is needed after installation option, will the PC reboot automatically?
- Which are the supported SupportAssist deployment package formats?
- Can I update my contact information after deploying SupportAssist?
Deploy SupportAssist
- What are the prerequisites for deploying SupportAssist?
- I have SupportAssist for Home PCs installed on the PCs in my organization, can I deploy SupportAssist for Business PCs on the same PCs?
- What are the uses of the SupportAssistCleanup.ps1 script?
- I have used different deployment packages to deploy SupportAssist on the managed PCs. How are the PCs organized?
- I want to deploy SupportAssist to new PCs in my environment. Do I need to download a new deployment package or can I use an existing package?
- When I deploy SupportAssist, will I receive a registration email from TechDirect?
- I have deployed SupportAssist for Business PCs on my PC fleet. When will the PCs display in TechDirect?
- I have deployed SupportAssist on my PCs, but I want to modify the settings. Should I redeploy SupportAssist on the PCs after the modifications?
- I have configured the proxy settings in the Deployment Package Manager wizard, but my proxy is not reachable from the PCs. Will SupportAssist connect to Internet and to Dell?
- I want to deploy the latest version of SupportAssist on my PC fleet. Will it remove the older versions of SupportAssist on my PC fleet?
- How do I verify if my proxy is configured in system context mode?
- How do I verify if the SupportAssist installation file is digitally signed?
- The 1644 code is displayed while deploying SupportAssist. What could be the reason?
- The 1939 error code is displayed while deploying SupportAssist. What should I do to complete the deployment?
Update SupportAssist
Manage sites and groups
- What is a site?
- Why is SupportAssist creating sites?
- When is a site created?
- Can I manually create a site in TechDirect?
- How do I avoid creating multiple sites?
- Can I move PCs between sites?
- Can I merge multiple sites?
- Can I delete a site?
- How do I manage multiple sites and administrator accounts in TechDirect?
- What is a group?
- I have PCs in multiple geographical locations. How should I group the PCs?
- Can I organize my assets in a group while deploying SupportAssist?
- I have multiple administrators managing different PCs in my organization. The administrators have customized a deployment package for the PCs that they manage. How are the PCs organized?
- Where can I find information about sites and groups?
- One of the Connect and manage administrator who deployed SupportAssist has left the organization, what should I do to manage the PCs in the sites created by that administrator?
Manage PCs
- SupportAssist administrators in my company have downloaded and deployed SupportAssist to PCs in their site. However, these PCs running SupportAssist are not displayed on the Inventory page. What could be the reason?
- How can I remove PCs from the Inventory page in TechDirect?
- How do I assign multiple administrators to manage my PC fleet?
- Does SupportAssist require an active Internet connection to monitor the PCs?
- When can I see the PC utilization data on the Overview page in TechDirect?
- What replacement parts are dispatched when a hardware failure occurs on your PC?
- Is there an option to download and view the PC information?
- What are custom catalogs and what are the types of catalogs can I create in TechDirect?
- When can I see details about the external devices connected to a PC?
- The System BIOS version is not displayed for certain PCs in my fleet. What could be the reason?
PC updates
- How often does SupportAssist check for PC updates?
- I have initiated a remote optimization task on the managed PCs. How long is the task valid?
- I have initiated a remote optimization task on the PCs. Should the PC user intervene to perform the task?
- When a remote optimization task is initiated, will the PC user be notified?
- 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?
- Can I select the updates that I want to perform on my PC fleet?
- Can I remotely install PC updates if my PC users do not have administrator rights?
- Will SupportAssist queue the driver updates and hardware scans on the PCs?
- I have initiated a remote optimization task on a specific PC. But the PC is not connected to Internet or turned on. Will the remote tasks be performed on the PC?
- Can I update the BIOS on a BitLocker enabled PC?
- When I try to run a BIOS or PC updates, TechDirect displays a message that these updates are already scheduled. However, the update is not installed, and after three days, TechDirect displays a message that these updates are to be reviewed again. What could be the reason for this?
- Are PC users allowed to update BIOS and drivers on their PCs?
- I want to update BIOS on my password configured PCs. Where can I enter the BIOS passwords to perform the updates?
- BIOS updates are failing on my password configured PCs. What could be reason?
Optimize PCs
- SupportAssist does not run scheduled scans even if it is enabled on the PCs. Why?
- What type of files are deleted during the Clean Files optimization?
- What are the benefits of performing the Clean Files optimization?
- What does the Tune Performance optimization do?
- What are the benefits of performing the Tune Performance optimization?
- What does the Optimize Network optimization do?
- What does the Remove Virus and Malware optimization do?
Manage alerts
Application Programming Interface (APIs)
Service plans
- What are the supported capabilities for Basic, ProSupport, ProSupport Plus, and ProSupport Flex for Client service plans?
- Is predictive and proactive support available by SupportAssist?
- Should I purchase SupportAssist or the Connect and manage service?
- What is the cost of SupportAssist?
- The service plan on my PC has expired. Will SupportAssist continue to function on my PC fleet?
Language support
Miscellaneous
- Why are my users reporting that their PCs are occasionally slow or non-responsive?
- How do I repair SupportAssist?
- I have installed SupportAssist on the PC fleet, but the PC user is unable to open the user interface. What could be the reason?
- How can I check if any other application uses the 5700 port?
- 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?
- How often is the data on the Performance indicators (KPIs) page refreshed?
- How can I provide logs to Dell support for resolving the PC issues?
- When does SupportAssist collect telemetry data depending on the end-user PC state?
- Who should we contact if we need assistance with SupportAssist?
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