FAQ

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Table Of Contents

Rev. A04

April 2021

SupportAssist for Business PCs with Windows

OS Frequently Asked Questions

FAQs

Working with TechDirect

● I purchased my systems through a Dell channel partner. Can I manage the systems using SupportAssist in TechDirect?

● I am a Dell channel partner. Can I manage Dell systems that are sold to a customer using SupportAssist in TechDirect?

● How do I set up a TechDirect account?

● I have already set up a Dell My Account, can I use the same credentials to log in to TechDirect?

Managing SupportAssist preferences

● While configuring SupportAssist for business PCs, why are two options of frequency displayed in the Application Preferences

section?

● What is the difference between the options—Run scans in background and Run all remote scans and updates without end

user interaction?

● If you enable the Suppress end user notification in case reboot is needed after installation option, will the system reboot

automatically?

Deploying SupportAssist for Business PCs on your systems

● I have SupportAssist for Home PCs installed on the systems in my organization, can I deploy SupportAssist for business PCs

on the same systems?

● What Dell accounts should I create before I begin the deployment?

● What are the uses of the SupportAssistUninstall_Cleanup.ps1 script?

● I have the SupportAssistCleanup.ps1 and CheckAndUninstall.ps1 scripts saved on my PC, can I still use them to cleanup my

PCs?

Upgrading SupportAssist for Business PCs on your systems

● I have installed an older version of SupportAssist for business PCs on the systems in my organization. Should I upgrade to

the latest SupportAssist version?

● What is the expiry date for my SupportAssist installation?

Managing assets

● I have multiple SupportAssist administrators in my company. Some of the administrators have downloaded and deployed

SupportAssist to assets in their site. However, these assets running SupportAssist are not displayed in the Manage Assets

page. What could be the reason?

● Can I organize my assets in a group while deploying SupportAssist?

FAQs

Summary of content (10 pages)

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Rev. A04 April 2021 SupportAssist for Business PCs with Windows OS Frequently Asked Questions FAQs Working with TechDirect ● ● ● ● I purchased my systems through a Dell channel partner. Can I manage the systems using SupportAssist in TechDirect? I am a Dell channel partner.
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Optimizing your systems ● SupportAssist does not run scheduled scans even if it is enabled on the systems. Why? ● 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.
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adds users with SupportAssist Administrator and SupportAssist Technician privileges, who then receive an email confirming their enrollment and includes login details. Users who want to dispatch parts must first complete the free online certification courses available within the TechDirect online portal. For more information, see https://www.techdirect.com.
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● I have the SupportAssistCleanup.ps1 and CheckAndUninstall.ps1 scripts saved on my PC, can I still use them to cleanup my PCs? No, it is recommended that you download and use the SupportAssistUninstall_Cleanup.ps1 script from the SupportAssist for business PCs version 2.3 or 2.4 deployment package. Updating SupportAssist for Business PCs on your systems ● I have installed an older version of SupportAssist for business PCs on the systems in my organization.
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Ensure that every administrator of your company has saved at least one SupportAssist configuration with primary and secondary contact details. After a configuration is created, when the assets are online and can connect to Internet and Dell backend, the asset information is displayed in the Manage Assets page within 24 hours. ● Can I organize my assets in a group while deploying SupportAssist? Yes, if your systems are running SupportAssist for business PCs version 2.
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● What does the Remove Virus and Malware feature do? The Remove Virus and Malware feature isolates, deletes, and restores files that are corrupted by viruses and malware on the systems to keep them secure by: ○ Scanning key locations on the system to detect active threats ○ Scanning and fixing issues related to Windows services that are essential for system security SupportAssist user interface ● I have installed SupportAssist on my system, but I am unable to open the user interface.
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Table 2.
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○ If you have deployed SupportAssist using the MSI deployment package, run msiexec /fomusv /qn Ensure that you use the same MSI file that was used during the deployment of SupportAssist for business PCs.
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Table 3. Resources For more information about See Available at Enrolling your organization, managing SupportAssist alerts, and parts dispatch requests in TechDirect TechDirect home page https://tdm.dell.
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Notes, cautions, and warnings NOTE: A NOTE indicates important information that helps you make better use of your product. CAUTION: A CAUTION indicates either potential damage to hardware or loss of data and tells you how to avoid the problem. WARNING: A WARNING indicates a potential for property damage, personal injury, or death. © 2020 - 2021 Dell Inc. or its subsidiaries. All rights reserved. Dell, EMC, and other trademarks are trademarks of Dell Inc. or its subsidiaries.