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2676
December 11th, 2019 17:00
SupportAssist for Business PCs
I have created a deployment package from the TechDirect portal. I have installed the client on two PCs. After a few days neither of these PCs is showing in the Manage Assets tab in TechDirect. There are no errors when I log into TechDirect. If I open the client on either of the test PCs I get a notification that "Your IT administrator has not enabled the use of SupportAssist on your device". I can see some informational logs in the Windows Application log.
Log Name: Application
Source: SupportAssistAgent
Date: 12/12/2019 9:50:52 AM
Event ID: 0
Task Category: None
Level: Information
Keywords: Classic
User: N/A
Computer: xxxx
Description:
Sending failure message for TD remote command execution
Event Xml:
http://schemas.microsoft.com/win/2004/08/events/event">
0
4
0
0x80000000000000
198371
Application
xxxx
Sending failure message for TD remote command execution
Log Name: Application
Source: SupportAssistAgent
Date: 12/12/2019 9:50:53 AM
Event ID: 0
Task Category: None
Level: Information
Keywords: Classic
User: N/A
Computer: xxxx
Description:
Attempt to upload activity logfiles to Dell backend
Event Xml:
http://schemas.microsoft.com/win/2004/08/events/event">
0
4
0
0x80000000000000
198372
Application
xxxx
Attempt to upload activity logfiles to Dell backend
martin.mueller-axsos.de
1 Message
0
January 28th, 2020 00:00
i'm also interested in the solution, we are facing the same issue
ArgCastiga_
2 Posts
0
February 25th, 2020 06:00
Hi guys,
There are some prerequisites that you need to fulfill to a properly function of SupportAssit.
Below i put them for you.
Besides, you have a command to run, that you need to run as administrator in the command prompt:
\Program Files 64\Dell\SupportAssistBusinessClient\bin\SupportAssistConnectivity.exe TestConnectivity
Pay special attention in one of the prerequisites that is port 5700,if this port is not open, then SupportAssist can´t communicate with Techdirect.
Once that communication was make, in the asset tab, tag you can see only the Service Tag, the rest of the details take almost 24 hs. to appears.
Regards
Alex
Prerequisites
Software • Microsoft .NET Framework 4.6.1
• PowerShell script execution must be enabled on the systems
Installed memory 4 GB (recommended)
Network • Internet connectivity
• Port 5700 must be open on the systems
NOTE: SupportAssist also uses port 9012. If this port is not available,
SupportAssist uses another available port.
• Elevation of the SupportAssistUI.exe launch command must be enabled on the
systems
• The systems must be able to connect to the following destinations:
https://apidp.dell.com
https://fuslite.dell.com/FUSLite/api/2.0
https://techdirect.dell.com
http://downloads.dell.com
https://www.dell.com
https://agent-api.sa.insights.dell.com