Users Guide

● If no application uses the 5700 port, no result is displayed.
● If any other application uses the 5700 port, the port number and LISTENING status are displayed.
f. Restart the Dell SupportAssist service.
12. It is taking a long time to open SupportAssist. What should I do?
If it is taking a long time to open SupportAssist, you must restart the SupportAssist service. Perform the following steps:
a. Search and open the Services application.
b. In the right pane, click Dell SupportAssist.
c. In the left pane, click Stop and click Restart.
13. I am facing a hardware issue on my PC. Why is it undetected by SupportAssist?
If no hardware issue is detected, ensure that the SupportAssist services are running on the PC. To verify if the
SupportAssist services are running:
a. Search and open the Services application.
b. Verify if Running status is displayed for the following services on your PC:
● Dell Data Vault Collector
● Dell Data Vault Processor
● Dell Data Vault Service API
● Dell SupportAssist
● Dell Hardware Support
● Dell Client Management Service
14. Where can I check details of the optimizations that were performed on my PC during a scheduled or manually
initiated optimization?
SupportAssist retains the details of all the events and activities that were performed in the last 90 days. You can view the
details for a month, week, or a specific day on the History page.
15. Why does SupportAssist take more time to perform the optimizations than the duration specified on the tiles?
The time that is displayed on the PC optimization tiles is only an estimate based on your PC configuration. The actual time
required to perform the optimizations may differ from the estimate.
16. When I click Start DellConnect Session and accept the terms and conditions, the support agent is unable to
access my PC remotely. What should I do?
Request the support agent to disconnect the current session and initiate a new DellConnect session.
17. When I click Start Session, why is a message displayed stating that there is no active Dell RemoteAssist session?
You can start a Dell RemoteAssist session only after it is initiated by a Dell technical support agent. To avoid this error, click
Start Session after the session is initiated.
18. When I hover over the Service Tag or PC model number, Unknown Warranty is displayed. Why?
Unknown Warranty could be displayed because of one of the following reasons:
● SupportAssist is not connected to the Internet. Go to the Troubleshooting page for steps to troubleshoot your Internet
connection.
● Your PC connects to the Internet through a proxy server. Ensure that you have configured the proxy settings in
SupportAssist. See Configure Internet settings.
● Your PC may not have a valid warranty. Contact Dell technical support for help.
19. During optimization, SupportAssist stopped working. What should I do?
Close and reopen SupportAssist and then try to run the optimization again. If the issue persists, perform the following steps:
a. Search and open the Services application.
b. In the right pane, click Dell SupportAssist.
c. In the left pane, click Stop and click Restart.
20. I am not receiving notifications for driver updates. What should I do?
If your service plan has expired, SupportAssist does not display notifications for driver updates available for your PC. You
must renew your service plan to receive notifications about driver updates.
21. Can I update the BIOS on a BitLocker enabled PC?
It is recommended that you disable the BitLocker encryption on the PC before updating the BIOS.
22. When I perform a hardware scan, the scan result is displayed as Misconfigured on the History page. But, there is
no notification that is displayed on the Scan Hardware tile. Why?
46
Frequently asked questions