Users Guide

Frequently asked questions
1. How can I check if SupportAssist is installed on my system?
To verify if SupportAssist is installed, perform the following steps:
a. Click Start to open the programs menu.
b. Search and open the Apps & features page.
c. In the list of programs, verify if SupportAssist is present.
2. How can I edit my contact and shipping information?
For steps to update your contact and shipping information, see Update contact and shipping information on page 9.
3. I accidentally canceled a notification about a failure. How and where do I get the notification again to view details about
the failure?
If you cancel a notification, it will be displayed again after six hours or if you restart the system.
4. Can I change the contact and shipping information while creating a support request?
Yes, you can change the contact and shipping information while creating a support request.
5. Why should I enter my shipping details for an issue with a nondispatchable part?
After analysis, if a hardware failure is identified as the root cause of the issue, the shipping address is used to ship a replacement part
to you. If you had entered your shipping address while creating a SupportAssist profile, your shipping address is automatically retrieved
before you submit an issue.
6. What are the languages that the SupportAssist user interface supports?
The SupportAssist user interface supports 25 languages. The supported languages are Arabic, Chinese (Simplified), Chinese
(Traditional), Czech, Danish, Dutch, English, Finnish, French, French (Canadian), German, Greek, Hebrew, Hungarian, Italian, Japanese,
Korean, Norwegian, Polish, Portuguese (Brazilian), Portuguese (Iberian), Russian, Spanish, Swedish, and Turkish. For instructions to
change your language setting, see Change language setting on page 8.
7. It is taking a lot of time to open SupportAssist. What should I do?
If it is taking a lot of time to open SupportAssist, restart the SupportAssist service by performing the following steps:
a. Click Start to open the programs menu.
b. Search and open the Services application.
c. On the right pane, click Dell SupportAssist.
d. On the left pane, click Stop, and then click Restart.
8. I am facing a hardware issue on my system. Why is it undetected by SupportAssist?
If no hardware issue is detected, ensure that the SupportAssist services are running on the system by performing the following steps:
a. Click Start to open the programs menu.
b. Search and open the Services application.
c. Verify if Running status is displayed for the following services:
• Dell Data Vault Collector
• Dell Data Vault Processor
• Dell Data Vault Service API
• Dell SupportAssist
• Dell SupportAssist Install Manager
9. When I hover over the Service Tag or system model number, Unknown Warranty is displayed. Why?
Unknown Warranty is displayed because of the following reasons:
• SupportAssist is not connected to the Internet.
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24 Frequently asked questions