How to Perform a Critical Registry Update for SupportAssist for Business PCs Insight Telemetry

SupportAssist for Business PCs using version 4.5.3 or earlier uses an Entrust certificate. The Entrust certificate has an expiration of July 02, 2025. Unfortunately, there is no option to renew or reissue the certificate, as Entrust has ceased issuing certificates. For more information, refer to the Entrust TLS Certificate Information Center or Entrust Certificate Distrust.

Affected Software:

• SupportAssist for Business PCs

Affected Versions:

• v4.5.3 or earlier

Follow these instructions to update the registry if SupportAssist auto update has been turned off from the TechDirect Connect & Manage group configuration. The entire computer fleet must have the registry settings updated by one of the two methods listed below to view PC Insights telemetry in TechDirect.

Update Method 1

If you have a Technical Customer Success Manager or Service Account Manager, contact them to receive a PowerShell script. The PowerShell script updates all required registry settings for SupportAssist for Business PCs.

Update Method 2

Follow these step-by-step instructions to update the registry settings of SupportAssist for Business PCs manually without the use of a PowerShell script.

1. Click the Start button, search for Registry Editor, right-click Registry Editor, then click Run as administrator.
2. Go to the path Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Dell\Dell Insights.
3. On the right pane, add a DWord by right-clicking New and then selecting DWord (32-bit) Value. Set the Value name as DisableCertificatePinning and set the Value data as 1.
    
4. Go to the left pane, right-click Dell Insights, select New and then Key. Enter Tenant to create a key folder.
5. Go to the right pane of the Tenant folder and add a DWord by right-clicking New and then selecting DWord (32-bit) Value. Set the Value name as DisableCertificatePinning and set the Value data as 1.
    
6. Go to the path Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Dell\Dell TechHub\AgentRegistration\{A9C6E2C0-4169-424D-9523-FDAB060A4FA6}.
7. Go to the right pane and add a DWord by right-clicking New and then selecting DWord (32-bit) Value. Set the default Value name as New Value #1, then double-click it, set Value data to 2, then rename the Value name to command to restart the sub agent.
8. Once the command Dword is added with the value of 2, the command Dword is automatically removed by the subagent after initiating the restart.
9. Click the View menu, click Refresh, and then check if the sub agent is stopped and started again by seeing the StatusDescription is Running.
10. If the StatusDescription says Stopped, wait for 10 to 15 seconds and then refresh the window to see the StatusDescription of Running.