Dell Digital Delivery Commonly Encountered Problems

Dell Digital Delivery Commonly Encountered Problems



The following article explains commonly encountered problems with Dell Digital Delivery (DDD).


Table of Contents :

  1. Introduction
  2. Dell Digital Delivery has not been able to connect to the internet.
  3. Executable returned unexpected exit code: 0
  4. How to install .NET Framework 3.5 within Windows 8 or 8.1 to resolve potential application compatibility issues
  5. Microsoft Office download
  6. Purchased software unavailable to download
  7. Your Digital Purchases are Up-To-Date
  8. Adobe Activation Error

Introduction

This article will take you through some reported faults and solutions for the Dell Digital Delivery website.

DDD is online storage for the software you purchased for your Dell system, when you ordered your Dell System.

Entitlement to the license and download is kept available for either:

  • 8 years from Purchase
  • 10 downloads of each purchased application.

Whichever occurs first.

This is because Dell understands that there may be occasions where operating system reinstall's, system reimages or major part replacements such as the Hard Disk Drive (HDD) or Motherboard (MBD) may require the paid for applications to be reinstalled.

Note: This article does not deal with issues like online purchases. If you are having issues with online purchases you should contact the seller or customer care.


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Dell Digital Delivery has not been able to connect to the internet.

  1. Check your firewall settings, adjust them if needed.

  2. Verify your internet connection by connecting to another secure website such as:

  3. If this works, try connecting to:

  4. If this brings up a secure log-in prompt, try connecting to digital delivery again. If you don't see this prompt or you still can't connect to digital delivery, your firewall settings may need to be adjusted.

  5. Dell Technical Support may be able to make some suggestions in these cases by looking at your main client log files:

    • (C:\ProgramData\Dell\Digital Delivery\Logs\Service.Log),

  6. Reset DDD.

  7. Uninstall and reinstall DDD from the Drivers and Downloads website.

Note: DDDFixit is a downloadable tool which will install the latest version of the DDD application.


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Executable returned unexpected exit code: 0

This problem may appear as a connection problem because the Dell Digital Delivery windows Service cannot fully launch.

  1. To identify this issue, look in the main log file.

    • C:\ProgramData\Dell\Digital Delivery\Logs\Service.Log

  2. You will see an entry like this:

    • No EULA Agreement; Terminating service. [PreInitCheck]

  3. The solution is described in the article linked below:

    1. In short, this can be fixed by modifying (or creating the entire key if it doesn't already exist) the following registry entry using regedit.exe:

      • HKLM\Software\Wow6432Node\Dell\Digital Delivery\UserAgreedToEula.

    2. Manually setting this to a string value of 1 will fix the problem. After fixing the registry entry, the customer simply needs to launch DDD from the Start Menu. Note that setting this registry value has the same effect as the customer accepting the DDD EULA (End User Licence Agreement).

Note: Dell Digital Delivery (DDD) is not supported in Windows XP


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How to install .NET Framework 3.5 within Windows 8 or 8.1 to resolve potential application compatibility issues

.Net Framework

.NET Framework 3.5 is required (which is built into Windows 8 and 10), simply navigate to Control Panel > Programs > Turn Windows Features On/Off > Enable .NET Framework 3.5 (Includes 2.0 and 3.0) as indicated in this Microsoft Library article. External Link

Both Windows 8 and 10 ship with the newer version of .NET Framework--version 4.5 at least. There may be times when an application requires the previous .NET Framework version 3.5 and won't install on a system with Windows 8 or 10. Please visit our accompanying article on this topic for further steps/guidance.

Note: For this issue the steps are the same for Windows 10 as described for Windows 8.


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Microsoft Office - where to find and activate

Note: It comes as a surprise to some users that Microsoft Office comes pre-installed on the system and has to be activated using the Microsoft Product Information (MPI) card. As such, Microsoft Office is not available through DDD.

If you have selected to have Office installed on your new Dell system please see our accompanying article for step by step instructions and for basic troubleshooting information should you encounter a problem.

If you are looking to install or reinstall Microsoft Office onto a system where it has been uninstalled or had the Hard disk Drive replaced, then please check out the article below:


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Purchased software unavailable to download

If you are trying to download one of your purchased applications to your system and can't find the application listed in DDD, there are a number of things you can do:

  1. Ensure the application was actually purchased for that particular system - DDD identifies applications by entitlement and service tag.

  2. Reinstall or reset DDD as shown in section 2

  3. If software is not available in Dell Digital Delivery, kindly check Dell Digital Locker. If you are still unable to find what you are looking for then please Contact Us in order to check your entitlement for the system. If there is an issue with missing applications, tech support can escalate the issue for you.


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Your Digital Purchases are Up-To-Date

(Fig.1 Dell Digital Up to Date Screenshot.)

If you are trying to register your system and instead are receiving either the error message shown above or the SysPro.exe add-on will not install, please follow the instructions below:

  1. Gather together all the information you are wanting to update.

  2. Contact our Technical Support on the link below and ask them to raise a case on your behalf with the site - This will enable the site to resolve your account issues.


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Adobe Activation Error

If you encounter an error "Serial number already in use" when attempting to reinstall Adobe software using Dell Digital Delivery, refer to article, "How do I reinstall my Adobe subscription software?"


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Article ID: SLN179026

Last Date Modified: 10/24/2018 05:04 AM


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