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Go to SolutionSCAM or Virus posing as Dell SupportAssist?
This morning I had a popup indicating it was Dell SupportAssist, with an "Alert" that there was an issue with my PC. I did a quick verification on the WEB that SupportAssist is a legitimate program, and observed it was installed (or possibly updated) 2 days ago, assuming from an automatic Dell Update.
To continue, the program requested that I confirm ownership by logging into my Dell account. After doing so, it requested my name, phone and email to assist me with my alert. Is this normal setup for this tool? Although suspicious, I provided the information, which seemed to hang when I tried to continue.
Now concerned, I manually started SupportAssist, noticing it had a different interface. I killed the previous pop-up, and changed my Dell password with a slight hope that I was in time to avoid any identity theft, etc. I ran a scan with SupportAssist and no issues were found. I ran my anti-virus but no issues were found.
Is the above behavior normal for Dell SupportAssist? Is there any known virus (and how to remove) that appears as this Dell software? I have an XPS 12.
Concerned...
Dearborn Larry
1 Message
91033
1
Posted February 13th, 2015 12:00
I have had my new Dell for the past 2 months. SupportAssist just started popping up on my screen the past week. I share YUKON58's concern.
Seems to be a legitimate service, but doesn't appear to be of much use to the average user, more inclined toward the tech types.
en.community.dell.com/.../dell_integrated_support
DELL-Shawn B
4 Apprentice
•
540 Posts
91221
3
Posted March 24th, 2015 06:00
Hi guys,
Thanks for the post!
SupportAssist is officially provided by Dell to provide a more proactive support experience for our customers. SupportAssist automatically detects known hardware and software failures and automates actions to recover from these failures. It requires a connection to your My Account with Dell so that it can check the system’s warranty entitlement and automatically create a support request and in some cases, an automatic dispatch to replace failed parts – without having to wait on the phone to talk to support. The contact info and address are collected so that service can be fulfilled should a customer’s system have a support issue occur. SupportAssist is provided for free and customers will never be billed for any recovery action – because SupportAssist is aware of the system’s warranty status. SupportAssist is an upgrade from the MyDell application and was updated automatically for customers who have the setting to automatically update the application.
Dell SupportAssist for PCs and tablets (FAQ)
SupportAssist for PCs and tablets – Download
If you have any other questions at all about the software we have a forum set up specifically to address any concerns:
Dell SupportAssist Forum
http://en.community.dell.com/dell-groups/dell_integrated_support/
part 234089
8 Posts
91221
0
Posted April 12th, 2015 15:00
I have an XPS 13 (2015) that came with a program called Dell Update, currently version 1.5. Dell Update, whatever it is, appears to provide the same kind of service - automatically scanning the hardware for driver or BIOS updates, etc.
What is the difference between Dell Update and SupportAssist?
tobymeister
18 Posts
79960
0
Posted June 16th, 2015 20:00
Shawn,
I bought a new XPS 8700 about 3 months ago. Dell SupportAssist, version 1.0.6584.52, is listed in Control Panel > Programs & Features.
Your Dell Drivers & Downloads website (for my service tag) lists a "Dell Update Application" (version 1.4.20000.0), but the website does not list Dell SupportAssist.
What's the difference between the two: Dell Update Application vs. Dell SupportAssist?
I need to reinstall my operating system and I'm not sure which program I should download and install.
Thanks.
seeking_solutions
4 Posts
54520
1
Posted April 6th, 2016 16:00
My issue is similar. I only discovered what I can do because someone sent me a link to this page.
For approximately four to five months now, Dell Support Assist, a black rectangular object, has been invading my computer weekly at first. Now it comes almost each time I boot up the computer.
I don't like it, and know that it's invading my privacy.
I welcome a Dell official informing me how I can get rid of it. Dell should have asked my permission before it allowed this popup to appear on my desktop.
Thanks for addressing this issue. I appreciate it.
warioland523
1 Message
54520
1
Posted June 25th, 2016 20:00
Support Assist is a built in program for Dell computers. It is under the Dell logo. It's not a virus. It's a software program for a Dell Computer. If you have a Dell then odds are you have Support Assist.
yukon58
1 Rookie
•
2 Posts
91033
5
Posted February 13th, 2015 14:00
After the above actions, I received a legitimate email from Dell thanking me for setting up my Dell account. Although I opened it long ago, the address information was significantly out of date, so it seems this alert was simply to assure my personal account information was updated and complete.
While I've heard of scams that ask for personal information and access to your computer, along with a subsequent charge to fix it, this particular case seems to be legitimate. While SupportAssist seems like it could be handy, it bothered me that was installed and executed without my consent. It would have been better for Dell to send an email explaining and offering the new feature, so it would not be such a surprise.