Start a Conversation

Solved!

Go to Solution

1 Rookie

 • 

10 Posts

89

June 21st, 2024 08:18

Support Assist keeps getting my service tag wrong, as seen here.

Alienware m15 Ryzen Edition R5

Alienware m15 Ryzen Edition R5

Hello, I've been having issues with the website as well as with support assist in regards to the service tag of my Alienware m15 Ryzen Edition R5 (ST:<Private data removed from public view. DELL-Admin>) it keeps recognising it as a Dell G15 (ST: <Private data removed from public view. DELL-Admin>). When I open CMD and type in wmic bios get serialnumber it displays <Private data removed from public view. DELL-Admin>. That is as I can see wrong, because the laptop sticker is again. I will provide you with the picture of the sticker, as well as what CMD gives out. Can anyone help me with this? Its causing the notebook to download wrong drivers.

5 Practitioner

 • 

5.5K Posts

June 21st, 2024 10:07

I can only suggest practical solution at this point.  As you have mentioned, using Support Assist would give you wrong download drivers.

Also, per forum policy, edit your post to remove personal information such as service tag.

1 Rookie

 • 

10 Posts

June 21st, 2024 08:21

I've already looked at the solution from: ‎SupportAssist reports wrong Service Tag Code | DELL Technologies but it didn't work. I see some additional information is required. 

5 Practitioner

 • 

5.5K Posts

June 21st, 2024 08:47

It's the problem with Support Assist application itself.  While awaiting for an update that can correct the issue, you may want to update your system manually here.

(edited)

1 Rookie

 • 

10 Posts

June 21st, 2024 09:16

@Chino de Oro​ Unfortunately, it is not a Support Assist issue, its a Dell technical issue, probably one of the technicians that worked on the notebook, miss typed the Service Tag when setting up the bios. I work as a systems administrator and It happened before to one of our Dell Latitude notebooks after service. Unfortunately I do not have the tools to change it.

5 Practitioner

 • 

5.5K Posts

June 21st, 2024 09:49

You probably are right.  However, the service tag is hard coded and allows customers with one time only entry at new board installation.  Dell support won't touch an out of warranty system. 

I think Support Assist is only benefitting beginners, new users.  For experiences and tech savvy, uninstall it and you can run update manually at your own convenience.

1 Rookie

 • 

10 Posts

June 21st, 2024 09:53

@Chino de Oro​ True, that is the thing, for my personal machine I'd love to not have to do the full manual install to be honest I wanted to use the Support Assist because its so good at doing what it does, plus I don't have to manually check if there are system critical updates. Also to add salt to the wound the notebook was bought like this, issue is I just noticed that it's wrong after formatting it and re installing windows...

(edited)

1 Rookie

 • 

10 Posts

June 21st, 2024 10:23

@Chino de Oro​ will be done soon, as soon as I get the notebook running thanks for the heads up and help. 

3 Apprentice

 • 

1.2K Posts

June 25th, 2024 00:34

Hi Traumatiziran:

I'm not certain, but it might still be possible to enter the correct Service Tag in your BIOS settings.

The "Installing the System Board" section <here> in your Alienware m15 Ryzen Edition R5 Service Manual notes the following:


I'd suggest you follow the instructions <here> in your service manual to open your BIOS settings (i.e., restart your computer and repeatedly tap the F2 key when the Dell logo appears) and then see if "Service Tag" is one of the fields you can manually edit on the Main tab of your BIOS settings.  See the Dell support article How to Access, Navigate, or Update the BIOS or UEFI for images that show where the "Service Tag" field might be located in your BIOS settings.

Unfortunately, the System Setup Options section <here> in your service manual notes that "Depending on your computer and its installed devices, the items that are listed in this section may or may not appear" so I can't guarantee your Alienware m15 Ryzen Edition R5 is one of the Dell computer models that has this "Service Tag" field and/or if you have sufficient privileges to edit the Service Tag in that input field.
-----------
Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.4529 * Firefox v127.0.1 * Microsoft Defender v4.18.24050.7-1.1.24050.5 * Malwarebytes Premium v5.1.5.116-1.0.1252 * Macrium Reflect Free v8.0.7783 * Dell Update for Windows Universal v5.3.0 * My Dell v2.2.6.0 * Dell Inspiron 5583/5584 BIOS v1.22.1

(edited)

No Events found!

Top