SupportAssist Install, Uninstall and Set Up

Summary: This article provides information on SupportAssist set up.

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Table of Contents:

  1. SupportAssist Installation
  2. Registration for 1:1 Customers
  3. Uninstallation
  4. Using the SupportAssist Tool for Diagnosis
  5. Using the SupportAssist Tool for Alerts
  6. Dell Connect
  7. Choosing your preferred language
  8. Manual Case Creation

This article covers how to install SupportAssist on your home PC or Tablet.


1. SupportAssist Installation

SupportAssist is preinstalled on most of all new Dell devices running Windows operating system. To find it, click Start and navigate to All Programs - > Dell.

If it is not preinstalled, follow installation instructions that are given below:

SupportAssist Installation Instructions

  1. Visit Dell.com/Support/SupportAssist
  2. Scroll down to the Get Started.
  3. In Managing Personal Devices, click Download SupportAssist for PCs and Tablets.
  4. A pop-up is displayed.
  5. Click Run.
  6. SupportAssist is installed.
  7. Press the Windows logo key and open the SupportAssist application.
  8. The SupportAssist window is displayed.
  9. Read the Dell System Information Sharing data. Select I allow Dell to collect Service Tag and other system usage data as described above, and then click OK.
SLN305511_en_US__1icon NOTE: By installing Dell SupportAssist, the user agrees to the Dell End User License Agreement and the Dell Privacy Policy. The use of SupportAssist is also subject to the terms of user's Service Agreement and Terms and Conditions of Sale. Refer to the T&Cs link within SupportAssist for documentation.

SupportAssist Agent Installation Instructions

  1. Automatic Installation: The SupportAssist Agent is downloaded and installed automatically in the background approximately 20 minutes after installing SupportAssist.
  2. SupportAssist Application: If Auto Update option is selected when opening the SupportAssist application for the first time, SupportAssist Agent is automatically downloaded and installed using the silent installation.
  3. Manual Installation: If the SupportAssist Agent is not automatically installed and if the customer has not selected the Auto Update option, then they can manually update SupportAssist to install Dell SupportAssist Agent. To install the SupportAssist Agent manually:
  4. Go to Command Prompt.
  5. Type SupportAssistAgent.exe -s -v/qn
  6. Press Enter.
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2. Registration for 1:1 Customers

If the user has not registered Dell SupportAssist using their My Account credentials, then they cannot submit a case or dispatch to Dell. Register to Dell SupportAssist in order to receive the premium benefits. The Registration wizard of Dell SupportAssist for 1:1 and 1:Many customers are slightly different. In this section, we will discuss the registration process for both 1:1 and 1:Many customers.

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SLN305511_en_US__3I_SA_31_04_mr_v1
  1. Open SupportAssist.
  2. Click Profile at the top right-hand corner.
    SLN305511_en_US__4I_SA_31_01_mr_v1
  3. Click Complete Profile.
    SLN305511_en_US__5I_SA_31_02_mr_v1
  4. There are 3 methods to sign in:
    • Using your existing account
    • Using a social media account (G+, LinkedIn or Twitter)
    • Creating an account
  5. Fill out the contact details and click Done
    SLN305511_en_US__6I_SA_31_05_mr_v1
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3. Uninstallation

SLN305511_en_US__1icon NOTE: The screens that are provided on this page are for Windows 10 operating system. The interface will vary for Windows XP and Windows Vista operating systems.

To uninstall Dell SupportAssist, follow the instructions below.

  1. Search for Control Panel -> Press Enter -> Click Programs -> Programs and Features.
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  2. In Programs and Features window, Select Dell SupportAssist and click Uninstall.
    SLN305511_en_US__92(4)
  3. In SupportAssist Uninstall prompt, Click Yes to uninstall.
    SLN305511_en_US__103(4)
  4. The SupportAssist Uninstall window displays.
    SLN305511_en_US__114(4)
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4. Using the SupportAssist Tool for Diagnosis

The Checkup on the SupportAssist home page will open up the section for diagnostics information, tools, and utilities to detect and fix system issues.

Advanced Troubleshooting: The advanced troubleshooting tools available in SupportAssist are:

  • System Fixes
  • Blue Screen Troubleshooter
  • Drive Space Manager
  • System Tools
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5. Using the SupportAssist Tool for Alerts

The 3 alerts that are on SupportAssist are:

  • Issue Detection The information about the issue that is detected is provided with more information.
  • Failure Description This section provides information about the affected component and the next steps to resolve the issue.
  • What is this? If you click this link, it will take you to the SupportAssist section on Dell's website.
  • Service Entitlement The message on the Alert Screen will be customized based on the service entitlement such as Basic, ProSupport, etc.

Basic Entitlement

Dell SupportAssist proactively and periodically monitors the user's device and automatically generates notification upon issue detection. Users with basic hardware entitlement will only receive notification of the issue.

These notifications are initiated by a failure that is detected in any of the following methods:

  • The background monitoring system detected a failure when it occurred.
  • Scheduled diagnostic runs detect a failure.
  • The user manually runs diagnostic in UI, and a failure is detected.

Workflow for Basic Entitlements

  • If SupportAssist detects a failure through automatic monitoring or through manual diagnostics, an alert is sent to the user through the Notification. If the user has initiated a diagnostic scan (manual), only then they will receive an email notification.
  • If it is a hardware or software issue, a remediation path and a fix (if available) is displayed.
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6. Dell Connect

The Dell Support agent can connect to the user's computer in order to resolve their issue with the help of DellConnect.

  1. Click Get Support.
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  2. Once the support agent is ready to begin the DellConnect session click Start Session under Start DellConnect Session.
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7. Choosing your preferred language

Perform the following steps to change the User Interface language settings:

  1. Click the SLN305511_en_US__14I_SA_31_settings_mr_v1 icon at the top-right corner of the screen.
  2. Click Select Language.
  3. Click the language of your preference.
    SLN305511_en_US__15I_SA_31_08_mr_v1
  4. Click Yes to restart. SupportAssist will restart in the selected language.
    SLN305511_en_US__16I_SA_31_09_mr_v1
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8. Manual Case Creation

SLN305511_en_US__1icon NOTE: Manual case creation is supported only if the user has an active Premium Support, ProSupport, or ProSupport Plus entitlement for the device.
The retail note will only appear if it is a retail tag and if it is registered.
  1. Open SupportAssist.
  2. Click Get Support.
    SLN305511_en_US__18I_sa_manualcase_00_mr_v1
  3. Under Open a Support Request click Create Request.
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  4. Click the dropdown under Select a Category and select the proper category.
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  5. Type a description of the issue in the Describe your issue in detail box and then click Next.
    SLN305511_en_US__21I_sa_manualcase_01_mr_v1
  6. Sign in using your My Dell Account.
    SLN305511_en_US__22I_sa_manualcase_03_mr_v1
  7. Write down the SR# and click Done.
    SLN305511_en_US__23I_sa_manualcase_04_mr_v1
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Article Properties


Affected Product

Desktops & All-in-Ones, Electronics & Accessories, Projectors & Accessories, Laptops, Tablets, SupportAssist for Home PCs

Last Published Date

21 Feb 2021

Version

5

Article Type

Solution

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