Restore your system using Dell SupportAssist OS Recovery


Restore your system using Dell SupportAssist OS Recovery


Dell SupportAssist OS Recovery provides a recovery environment that consists of tools to diagnose and troubleshoot issues that may occur before your computer boots to the operating system. When your computer is unable to boot to the operating system even after repeated attempts, it automatically starts SupportAssist OS Recovery. The recovery environment enables you to diagnose hardware issues, repair your computer, back up your files, or restore your computer to its factory state.

CAUTION:

  • Manually formatting the hard drive of your computer deletes the SupportAssist OS Recovery environment.
  • Backup your data before you proceed with any of the steps below.

Perform an OS System Restore (With Data Backup)

Duration: 01:30
Closed captions: English only

SupportAssist OS Recovery Options

SupportAssist OS Recovery provides you with different options to recover your system depending on the scenario you are facing.

Important: If the hard drive recovery image is corrupted or deleted this option will not be available. Newer Dell systems support BIOSConnect, a feature that allows you to recover your hard drive's recovey image.

  • SupportAssist OS Recovery Cloud Restore (Recommended): This option will download and install the latest version of the operating system for your system.

    Requirements:

    • Internet connection
    • USB Drive with 16Gb capacity (All data in the drive will be erased)
  • SupportAssist OS Recovery Local Restore: This option will restore the system from the image stored in the system's hard drive.

  • Dell BIOS Connect: Dell BIOSConnect helps you restore your hard drive's recovery partition in case of corruption or if the recovery partition is deleted. See Using BIOSConnect to recover SupportAssist OS Recovery Partition for more information on Dell BIOSConnect.

Launching Dell SupportAssist OS Recovery

By default your system is configured to launch SupportAssist OS Recovery after 2 consecutive failed boot attempts. This setting can be adjusted in your system's BIOS:

  • Turn on or restart your computer
  • When the Dell logo is displayed, press F12 to access the BIOS Setup.
  • Go to SupportAssist System Resolution or SupportAssist depending on your BIOS version
  • Go to SupportAssist OS Recovery or SupportAssist depending on your BIOS version
  • Under Dell Auto OS Recovery Threshold select the number of failed boot attempts to automatically launch Dell SupportAssist OS Recovery
  • Save and exit the BIOS, the system will restart, and now you can start the process from Step 1.
Only consumer systems have a local image. Commercial systems do not offer the option of a local system image.

To launch SupporAssist OS Recovery manually follow the steps below:

  1. Turn on or restart your computer

  2. When the Dell logo is displayed, press F12 to access the one-time boot menu.

    NOTE: If you wait too long, the operating system will load, restart, and try again.

    The available boot options are displayed.

  3. Select SupportAssist OS Recovery, and then press Enter.

    Important: SupporAssist OS Recovery must be enabled in the system BIOS for this option to show up.

    Follow these steps to enable SupportAssist OS Recovery:

    • Turn on or restart your computer
    • When the Dell logo is displayed, press F12 to access the BIOS Setup.
    • Go to Support Assist System Resolution or SupportAssist depending on your BIOS version
    • Go to SupportAssist OS Recovery
    • Click on the checkbox to enable SupportAssist OS Recovery or SupportAssist depending on your BIOS version
    • Save and exit the BIOS, the system will restart, and now you can start the process from Step 1.

Which Dell SupportAssist OS Recovery version you have?

Dell SupportAssist OS Recovery is currently available in 2 versions depending on your system, version 4.4 and version 5.0.

The easiest way to know which Dell SupportAssist OS Recovery version you have on your system is by their general look. Check the images below to identify your Dell SupportAssist OS Recovery version.

Version 4.4 0 Version 5.0
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Figure 1 (English Only)
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Recovery Process

Click on your version of SupportAssist OS recovery for the detailed steps.

  • Dell SupportAssist OS Recovery 5.0 will load and by default will recommend you the best option based on your computer's status.

  • Reset to Factory Settings: Installs the operating system and software that your computer had installed from the factory.

    This is a local image on cosumer platforms only (Vostro, Inspiron, Alienware, and XPS) and does not require a USB key, but the version of the operating system will be the one installed at the factory

  • Reset and update: This is the cloud restore option. It downloads and installs the most recent operating system. (Internet connection required)

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Figure 2 (English Only)

  • Backup your files

    • Yes, back up my files: you'll be able to retrieve your files after resetting your computer and setting up Windows

    • No, do not back up my files: the reset will permanently delete all system data and personal files on your hard drive. You won't be able to retrieve these later

  • If you choose to your files, go through the on-screen instructions and once finished continue to the next step

  • If you don't need to back up your files, select No, do not back up my files and click Next

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Figure 3 (English Only)

  • When choosing not to back up, you will receive a warning message indicating that the reset will permanently delete all system data.

  • Click YES, CONTINUE

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Figure 4 (English Only)

  • Confirm your reset: Select a reason from the drop-down to let us know why you're resetting your system

  • Click on the checkmark to acknowledge that you understand that the reset will delete all of your computer's data and files

  • Click Next

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Figure 5 (English Only)

  • You will see a progress bar indicating the different stages and the remaining time

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Figure 6 (English Only)

  • A message will indicate that the reset was a success and you will be redirected to the recovery process guide

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Figure 7 (English Only)

  • Once in the Recovery process guide screen, you can remove the USB key and click Restart

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Figure 8 (English Only)

  • The computer will go through several processes, and you will get to the Windows out-of-the-box setup, follow the on-screen instructions to finish setting up the computer
  • Once Windows boots for the first time, the SupportAssist Recovery Assistant will come up to help you install the latest Windows and Dell updates. Additionally, it will install additional factory-installed software and recover your back up if you created one using Dell SupportAssist OS Recover back up option.
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Figure 9 (English Only)

Performing a Cloud Restore (Recommended)

To restore your computer using SupportAssist OS Recovery Cloud option, first you must create a Dell OS Recovery Key. Follow the steps below to create the USB Key:

To perform a restore using the local image on your hard drive somply follow the steps above to launch SupportAssist OS Recovery manually.

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Figure 10 (English Only)

  • Open Dell OS recovery

  • In the welcome page, click Get Started

  • The following page reminds you to have a USB Flash drive with at least 16Gb of available space, click Next when you are ready

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Figure 11 (English Only)

  • STEP 1: Getting Started screen will come up with two options.

    • Choosing This computer will perform the recovery from the local image in the computer's drive if it is still available

    • Choosing Another Computer will download the recovery image from the cloud

  • Choose This computer and click Next

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Figure 12 (English Only)

  • The tool will scan the system for Dell SupportAssist Recovery and the best local recovery image. If found, it will offer you this option by default.

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Figure 13 (English Only)

  • If you get a message saying: "Your computer has the software to get your system back up and running." You can click on Restart and Launch to begin the recovery process from the local image

  • Choosing Not Now will take you back to the OS image selection screen

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Figure 14 (English Only)

  • Go to Select from available OS images and click on For another computer

  • Enter your computer's Service Tag or Express Service Code, then click Next to continue

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Figure 15 (English Only)

  • Insert a USB Flash Drive with at least 16GB of available space

  • Select the inserted drive from the USB Drive dropdown menu

  • Click the checkbox next to I understand that the selected drive will be reformatted and existing data will be deleted

  • Click Next

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Figure 16 (English Only)

  • The recovery process will continue through several stages automatically

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Figure 17 (English Only)

  • You will see the instructions to continue with the recovery process.

  • Click Close to restart the computer and start pressing F12 as the computer restarts.

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Figure 18 (English Only)

  • The boot menu will come up. Select the USB Flash Drive from the list.

    Important: This image is for reference only as this screen may vary depending on your BIOS version and computer model

  • Hit Enter and the recovery process will continue

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Figure 19 (English Only)

  • You will receive a notification reminding you that the recovery process can potentially delete your data. Remember to backup your data before continuing with the recovery process.

  • Click Got It! when ready.


Figure 20 (English Only)

  • You will have several options to attempt to repair your system. To proceed directly to recover your computer click Restore System.


Figure 21 (English Only)
  • If the local image of your system is still available you will be able to choose between performing a Local Restore using the image stored in your system's drive or use Cloud Restore to perform the recovery downloading an image from the cloud

  • Cloud Restore leverages the USB key created using the OS Recovery Tool shown in the previous steps. No real-time download of the OS from the cloud happens at this stage on clicking Cloud Restore.

The Operating System image downloaded through Cloud Restore will be more current than the OS image used in the factory image restore.

Figure 22 (English Only)

  • If a factory image is not detected, SupportAssist OS Recovery will take you directly to the cloud restore. Click Restore Now to proceed


Figure 23 (English Only)

  • You will get a reminder about data loss. Click Next to continue


Figure 24 (English Only)

  • Before proceeding with the restore, you will have the option to create a backup of your files.

  • Click Backup to perform the back or Skip to continue.


Figure 25 (English Only)

  • You will see a final warning about data loss, to continue select a reason from the drop-down menu and check the checkbox to acknowledge that all data in the drive will be lost

  • Click Next to continue


Figure 26 (English Only)

  • The restore process will continue, and you will have progress bars showing you the different stages of the process


Figure 27 (English Only)

  • On the last screen, you will see the upcoming steps. Click Restart to continue.


Figure 28 (English Only)

  • Once your system restarts and boots into Windows a small popup will come up with the process of all the applications SupportAssist OS Recovery is installing

  • Your system will restart automatically once this is complete


Figure 29 (English Only)

  • Once your system restarts the Windows Out Of Box Experience wizard will come up
  • Simply follow teh On-Screen instructions to finish setting up your computer

Figure 30 (English Only)

Additional Information

For Dell SupportAssist OS Recovery troubleshooting and further information see Dell SupportAssist OS Recovery User’s Guide





Article ID: SLN317666

Last Date Modified: 09/09/2020 05:43 AM

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