SupportAssist for Business PCs Frequently Asked Questions

Deploy SupportAssist

• What are the available sources for getting started with SupportAssist for Business PCs?

  SupportAssist for Business PCs is available through the following sources:

  1. TechDirect—an online portal that enables you to configure SupportAssist, download a customized SupportAssist package, and manage SupportAssist alerts that are generated by your PC fleet.
  2. Image Assist—a tool set that enables you to use Dell imaging services to quickly create and maintain a ready-to-deploy Microsoft Windows image. You can include SupportAssist for Business PCs while building your dynamic image.
  3. Ready Image—a clean simple image with no added software. You can include SupportAssist for Business PCs while purchasing the Ready Image solution.
  4. SupportAssist for Business PCs page—manually download the latest version of SupportAssist for Business PCs from the Connect to SupportAssist for Business PCs in TechDirect page.

• As a channel partner, what is the best method to include SupportAssist on my customers PC fleet?

  SupportAssist for Business PCs is available through the following sources:

  1. TechDirect—an online portal that enables you to configure SupportAssist, download a customized SupportAssist package, and manage SupportAssist alerts that are generated by your PC fleet.
  2. Image Assist—a tool set that enables you to use Dell imaging services to quickly create and maintain a ready-to-deploy Microsoft Windows image. You can include SupportAssist for Business PCs while building your dynamic image.
  3. Ready Image—a clean simple image with no added software. You can include SupportAssist for Business PCs while purchasing the Ready Image solution.

• How do I deploy SupportAssist on my PC fleet?

  After you download SupportAssist from TechDirect or from the Connect to SupportAssist for Business PCs in TechDirect page, you can complete the SupportAssist deployment on PCs using one of the following methods:

  • Deploy SupportAssist, and complete the configuration and activation together using a deployment tool of your choice, such as Microsoft System Center Configuration Manager (SCCM), Microsoft Intune, or VMware Workspace One.
  • Install SupportAssist without configurations as part of the corporate Windows image using a deployment tool of your choice, such as Microsoft System Center Configuration Manager (SCCM), Microsoft Intune, or VMware Workspace One. You can independently configure and activate SupportAssist later using the activation file or the Active Directory group policy.

  For more information, see the SupportAssist for Business PCs Deployment Guide available on the SupportAssist for Business PCs documentation page.

• Which SupportAssist deployment package formats are supported?

  The supported deployment package formats are:

  • Windows 64-bit Executable (.exe)
  • Windows 64-bit Installer (.msi)
  NOTE:32-bit operating systems are not supported.

• Do I need to complete the configuration to download and deploy SupportAssist?

  No, you can download and deploy SupportAssist first and complete the configuration in TechDirect later.

• Can I deploy SupportAssist for Business PCs on the same PCs that have SupportAssist for Home PCs installed?

  No, you cannot install both the versions on the same PC. Before you install SupportAssist for Business PCs, you must uninstall SupportAssist for Home PCs from the PCs.

  If you are using the .exe deployment package format, SupportAssist for Home PCs is automatically uninstalled and SupportAssist for Business PCs is installed on the PCs.

  If you are using the .msi deployment package format, manually run the SupportAssistCleanup.ps1 script and then install SupportAssist for Business PCs on the PCs.

• I want to deploy SupportAssist to new PCs in my environment. Do I need to download a new deployment package to deploy SupportAssist to new PCs, or can I use an existing package?

  It is recommended that you create and use a new deployment package to deploy the latest version of SupportAssist on your PCs. However, you can also use an existing valid deployment package for deployment. For more information about release versions and validity, see What is the expiry date for my SupportAssist installation?

• Will I receive a registration email from TechDirect when I deploy SupportAssist?

  Yes, you receive a registration email when the first PC at your site connects to TechDirect. This email is sent only once during the initial connection.

• When will the PCs display in TechDirect after deploying SupportAssist for Business PCs?

  After you deploy SupportAssist, the PCs are automatically displayed on the Inventory page in TechDirect within 30 minutes after they connect to TechDirect.

• What are the uses of the SupportAssistCleanup.ps1 script?

  The SupportAssistCleanup.ps1 script that is available in your SupportAssist for Business PCs deployment package performs the following:

  • Detects and uninstalls SupportAssist for Home PCs if it is installed on the PC.
  • Clears the registry entries, services, and folders related to SupportAssist from the PC.

• How can I organize my PCs during deployment across different sites?

  The administrator must select a site from the Download page and deploy SupportAssist. After deployment, the PCs are organized into the Default group of the selected site. You can also create additional groups as needed and move the PCs to these groups at any time.

• Should I redeploy SupportAssist on the PCs after modifying configuration preferences?

  After you modify the preferences on the Setup and Connect > Configure page, the changes are automatically applied to the PCs immediately. However, you must redeploy SupportAssist if you change certain configurations such as proxy settings and Central Resource Manager settings.

  For more information, see the SupportAssist for Business PCs Deployment Guide available on the SupportAssist for Business PCs documentation page.

• Will SupportAssist connect to the Internet and Dell if my proxy is not reachable from the PCs?

  Yes, if permitted, SupportAssist attempts to connect to the Internet and Dell directly even if proxy is configured but not reachable by the PCs.

• What happens to older versions of SupportAssist when I deploy the latest version on my PC fleet?

  When you deploy the latest version of SupportAssist for Business PCs on the PC fleet, the PCs running the older version of SupportAssist for Business PCs are automatically updated to the latest version.

• What could be the reason for the 1644 code displayed during SupportAssist deployment?

  The Windows system policies configured in your environment may prohibit the SupportAssist installation. Check your Windows system policies and refer to Microsoft documentation to resolve the issue.

• What should I do to complete the deployment if the 1939 error code is displayed?

  When the 1939 code is displayed, restart the PC and retry deploying SupportAssist.