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Restore your Computer Using SupportAssist OS Recovery

Summary: SupportAssist OS Recovery environment consists of tools to repair or reset the operating system, backup files, and diagnose hardware issues.

This article applies to This article does not apply to This article is not tied to any specific product. Not all product versions are identified in this article.
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Instructions

When your computer is unable to boot to the operating system even after repeated attempts, SupportAssist OS Recovery automatically starts. This recovery environment enables you to diagnose hardware issues, repair your computer, back up your files, or restore your computer to factory defaults.

If you do not have SupportAssist installed on your computer, see the SupportAssist OS Recovery User Guide to learn how to install it.

If your computer does not support SupportAssist OS Recovery, you can download the operating system recovery image. Learn How to Download and Use the Dell Operating System Recovery Image in Microsoft Windows.

Note: Dell computers with Qualcomm processors are not supported by SupportAssist OS Recovery, and should first attempt to reinstall Windows using Push-Button Reset. For more information, see KB article How to use Windows Push-Button Reset to reinstall Windows on a Dell Computer.
CAUTION: Manually formatting the hard drive of your computer deletes the SupportAssist OS Recovery environment.
CAUTION: Ensure to back up your files and other personal data before you proceed with the steps in this article.

Perform an Operating System Restore (With Data Backup).

Watch this video to learn how to backup the data and restore the operating system on your Dell computer using SupportAssist OS Recovery.

Duration: 01:30
When available, closed caption (subtitles) language settings can be chosen using the Settings or CC icon on this video player.

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

Important: If the recovery image on the hard drive is corrupted or deleted, the computer cannot boot to the recovery environment. Newer Dell computers support BIOSConnect, a feature that allows you to restore the recovery image on the hard drive. Learn more about Using BIOSConnect to recover SupportAssist OS Recovery Partition.

  • SupportAssist OS Recovery Cloud Restore (Recommended): This option downloads and installs the latest version of the operating system on your Dell computer.
    Requirements:
    • An active Internet connection
    • A USB drive with 16 GB capacity
  • SupportAssist OS Recovery Local Restore: This option restores the computer from the recovery image that is stored in the computer's hard drive.
  • Dell BIOS Connect: Dell BIOSConnect helps you restore the recovery image on the hard drive if the recovery partition is corrupted or deleted. Learn more about Using BIOSConnect to recover SupportAssist OS Recovery Partition.

Step 1

  1. Turn on or restart the computer.
  2. At the Dell logo, press the F12 several times to access the One Time Boot Menu. The available boot options are displayed in the menu.
    NOTE: If you wait too long, the operating system loads. Restart the computer and try again.
  3. Select SupportAssist OS Recovery, and then press Enter.
    NOTE: SupportAssist OS Recovery must be enabled in the system BIOS.
One Time Boot menu with SupportAssist OS Recovery boot option
Figure 1: One Time Boot menu with SupportAssist OS Recovery boot option. Image available in English only.

Step 2

  1. The computer boots into the SupportAssist OS Recovery environment.
  2. In the Reset panel, select Start Reset.
Main menu in SupportAssist OS Recovery
Figure 2: Main menu in SupportAssist OS Recovery. Image available in English only.

Step 3

SupportAssist OS Recovery loads and by default recommends the best recovery option that is based on your computer's status.

Reset to Factory Settings: This option restores the original factory-installed operating system and software that was shipped with the computer. The local recovery image is available only on consumer platforms such as Alienware, Inspiron, Vostro, and XPS products.

Reset and update: This option uses cloud restore. It downloads and installs the most recent operating system and requires an active Internet connection.

  1. Select a reset option and click Next.
Reset options in SupportAssist OS Recovery
Figure 3: Reset options in SupportAssist OS Recovery. Image available in English only.

Step 4

The reset process in SupportAssist OS Recovery provides an option to backup your files.

  1. To backup your data and personal files before resetting the computer, select Yes, give access and transfer my settings data. Also accept the Microsoft Software License terms and then click Next. Follow the on-screen instructions and complete the data backup process.
  2. If you do not want to back up your files, select No, do not transfer my settings and data, and click Next.

Data backup option during the reset process in SupportAssist OS Recovery
Figure 4: Data backup option during the reset process in SupportAssist OS Recovery. Image available in English only.

Step 5

  1. If you choose not to perform a data backup, the Confirm your reset page appears with notification that the reset process permanently deletes all data and personal files. Select I understand that the reset will delete all my system data and personal files.
  2. Select a reason for the reset from the drop-down dialogue box and then click Next.
Select a reason for the reset in SupportAssist OS Recovery
Figure 5: Select a reason for reset in SupportAssist OS Recovery. Image available in English only.
 
  1. A warning is displayed that all system data and personal files will be deleted. Select Yes, Continue.
 
Data loss warning before resetting the computer in SupportAssist OS Recovery
Figure 6: Data loss warning before resetting the computer in SupportAssist OS Recovery. Image available in English only.

Step 6

The recovery process begins, and a progress bar shows the different stages and the remaining time.

Progress of the reset process in SupportAssist OS Recovery
Figure 7: Progress of the reset process in SupportAssist OS Recovery. Image available in English only.

Step 7

  1. After the recovery process is completed, a message will indicate that the reset was successful, and you will be redirected to the recovery process guide screen.
Completion of the reset process in SupportAssist OS Recovery
Figure 8: Completion of the reset process in SupportAssist OS Recovery. Image available in English only.
  1. At the Recovery process guide screen, remove the USB drive (if the recovery process was started using a USB recovery media) and click Restart.
Recovery process guide screen in SupportAssist OS Recovery
Figure 9: Recovery process guide screen in SupportAssist OS Recovery. Image available in English only.

Step 8

  1. The computer reboots multiple times, and starts the Windows first-time setup procedure. Follow the on-screen instructions to complete the first-time setup procedure.
Transferring your system data and settings screen
Figure 10: Transferring your system data and settings screen. Image available in English only.
 
Windows End User License Agreement screen
Figure 11: Windows End User License Agreement screen. Image available in English only.
  1. After logging into Windows, the SupportAssist Recovery Assistant will be displayed to help you install the latest Windows and Dell updates. Also, it installs Dell factory-installed software and recovers the backup files if you created one using the SupportAssist OS Recovery backup feature.
SupportAssist recovery assistant loads on the first startup
Figure 12: SupportAssist recovery assistant loads on the first startup. Image available in English only.

Additional Information

For SupportAssist OS Recovery troubleshooting and more, see the SupportAssist OS Recovery User’s Guide.

Frequently asked questions

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To enable SupportAssist OS Recovery in the BIOS:

  1. Turn on or restart the computer.
  2. At the Dell logo, press the F2 key several times to access the BIOS Setup.
  3. Go to SupportAssist System Resolution or SupportAssist depending on your BIOS version.
  4. Go to SupportAssist OS Recovery.
  5. Click the checkbox to enable SupportAssist OS Recovery or SupportAssist depending on your BIOS version.
  6. Save and exit the BIOS.
  7. The computer restarts.

By default, your computer is configured to launch SupportAssist OS Recovery after two consecutive failed boot attempts. To change this setting in the BIOS:

  1. Turn on or restart the computer.
  2. At the Dell logo, press the F2 key several times to access the BIOS Setup.
  3. Go to SupportAssist System Resolution or SupportAssist depending on your BIOS version.
  4. Go to SupportAssist OS Recovery or SupportAssist depending on your BIOS version.
  5. Under the Dell Auto OS Recovery Threshold option, select the number of failed boot attempts to automatically launch SupportAssist OS Recovery.
  6. Save and exit the BIOS.
  7. The computer restarts.

SupportAssist OS Recovery version 4.0 supports cloud recovery using a USB recovery media.

To restore your Dell computer using the SupportAssist OS Recovery Cloud option, you must create a USB recovery media using the Dell OS Recovery tool. Follow the steps below to create the USB recovery media.

Step 1

Download and install the latest Dell OS Recovery tool.

  1. Go to https://www.dell.com/support/osrecovery.
  2. Click Download OS Recovery Tool and save the file to the computer.
  3. Browse to the location where the downloaded file is saved.
  4. Double-click the downloaded Dell OS Recovery Tool installation file.
  5. Follow the on-screen instructions to complete the installation process.
Dell OS Recovery Tool download page
Figure 13: Dell OS Recovery Tool download page. Image available in English only.

Step 2

Identify the Dell computer using the Service Tag or Express Service Code in the Dell OS Recovery Tool.

NOTE: The Dell OS Recovery Tool allows you to download either Microsoft Windows or Ubuntu recovery image that was preinstalled on your Dell computer.
  1. Are you downloading the recovery image using the same Dell computer? Select This computer.
  2. Are you using another working computer? Enter the Service Tag or Express Service Code of the Dell computer and click the search (magnifying glass) icon.
  3. After identifying the Dell computer, click Next.
NOTE: If the Service Tag of your Dell computer is not recognized, contact Dell Technical Support.
Identify the Dell computer in Dell OS Recovery Tool
Figure 14: Identify the Dell computer in the Dell OS Recovery Tool. Image available in English only.

Step 3

WARNING: Dell Technologies recommends that you back up any important data from the USB flash drive. The Dell OS Recovery Tool formats the USB flash drive and all the data on the USB drive is erased permanently.
  1. Insert a USB flash drive with at least 16 GB of available space.
  2. Select the inserted drive from the USB Drive dropdown menu.
  3. Check the box next to I understand that the selected drive will be reformatted and existing data will be deleted.
  4. Click Download.
Select the USB drive in Dell OS Recovery Tool
Figure 15: Select the USB drive in the Dell OS Recovery Tool. Image available in English only.

Step 4

The Dell OS Recovery Tool downloads the required files and copies it to the USB drive.

Download progress in Dell OS Recovery Tool
Figure 18: Download progress in Dell OS Recovery Tool. Image available in English only.

Step 5

At the Recovery process guide screen, disconnect the USB drive and click Close.

Recovery process guide screen on the Dell OS Recovery Tool
Figure 17: Recovery process guide screen on the Dell OS Recovery Tool. Image available in English only.

Step 6

Boot to the USB recovery media.

  1. Connect the USB recovery media to the computer.
  2. Turn on or restart the computer.
  3. At the Dell logo screen, press the F12 several times until you see the One Time Boot Menu.
  4. In the boot menu, select the USB drive from the list.
  5. Press the Enter key and to boot into the USB drive.
USB boot option in the One Time Boot menu
Figure 18: USB boot option in the One Time Boot menu. Image available in English only.
  1. The computer boots into the SupportAssist OS Recovery environment.
  2. In the Reset panel, select Start Reset.
Main menu in the SupportAssist OS Recovery environment version 4.0
Figure 19: Main menu in the SupportAssist OS Recovery environment. Image available in English only.

Step 7

SupportAssist OS Recovery loads and by default recommends the best recovery option that is based on your computer's status.

Reset to Factory Settings: This option restores the original factory-installed operating system and software that was shipped with the computer. The local recovery image is available only on consumer platforms such as Alienware, Inspiron, Vostro, and XPS products.

Reset and update: This option uses Cloud Restore. It downloads and installs the most recent operating system and requires an active Internet connection.

NOTE: The Cloud Restore option downloads the most recent version of the operating system that was preinstalled on the Dell computer.
  1. Select a reset option and click Next.
Reset options in SupportAssist OS Recovery
Figure 20: Reset options in SupportAssist OS Recovery version 4.0. Image available in English only.

Step 8

The reset process in SupportAssist OS Recovery provides an option to backup your files.

  1. To backup your data and personal files before resetting the computer, select Yes, give access and transfer my settings data. Also accept the Microsoft Software License terms and then click Next. Follow the on-screen instructions and complete the data backup process.
  2. If you do not want to back up your files, select No, do not transfer my settings and data, and click Next.

Data backup option during the reset process in SupportAssist OS Recovery
Figure 21: Data backup option during the reset process in SupportAssist OS Recovery. Image available in English only.

Step 9

  1. If you choose not to perform a data backup, the Confirm your reset page appears with notification that the reset process permanently deletes all data and personal files. Select I understand that the reset will delete all my system data and personal files.
  2. Select a reason for the reset from the drop-down dialogue box and then click Next.
Select a reason for the reset in SupportAssist OS Recovery
Figure 22: Select a reason for reset in SupportAssist OS Recovery. Image available in English only.
  1. A warning is displayed that all system data and personal files will be deleted. Select Yes, Continue.
Data loss warning before resetting the computer in SupportAssist OS Recovery
Figure 23: Data loss warning before resetting the computer in SupportAssist OS Recovery. Image available in English only.

Step 10

The recovery process begins, and a progress bar shows the different stages and the remaining time.

Progress of the reset process in SupportAssist OS Recovery
Figure 24: Progress of the reset process in SupportAssist OS Recovery. Image available in English only.

Step 11

  1. After the recovery process is completed, a message will indicate that the reset was successful, and you will be redirected to the recovery process guide screen.
Completion of the reset process in SupportAssist OS Recovery
Figure 25: Completion of the reset process in SupportAssist OS Recovery. Image available in English only.
  1. At the Recovery process guide screen, remove the USB drive (if the recovery process was started using a USB recovery media) and click Restart.
Recovery process guide screen in SupportAssist OS Recovery
Figure 26: Recovery process guide screen in SupportAssist OS Recovery. Image available in English only.

Step 12

  1. The computer reboots multiple times, and starts the Windows first-time setup procedure. Follow the on-screen instructions to complete the first-time setup procedure.
Transferring your system data and settings screen
Figure 27: Transferring your system data and settings screen. Image available in English only.
Windows End User License Agreement screen
Figure 28: Windows End User License Agreement screen. Image available in English only.
  1. After logging into Windows, the SupportAssist Recovery Assistant will be displayed to help you install the latest Windows and Dell updates. Also, it installs Dell factory-installed software and recovers the backup files if you created one using the SupportAssist OS Recovery backup feature.
SupportAssist recovery assistant loads on the first startup
Figure 29: SupportAssist recovery assistant loads on the first startup. Image available in English only.

For SupportAssist OS Recovery troubleshooting and more, see the SupportAssist OS Recovery User’s Guide.

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Affected Products

Alienware, Inspiron, Vostro, XPS, G Series, G Series, Alienware, Inspiron, Vostro, XPS, SupportAssist for Home PCs, SupportAssist OS Recovery
Article Properties
Article Number: 000177401
Article Type: How To
Last Modified: 29 Aug 2024
Version:  26
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