How to Troubleshoot Dell Optimizer
Summary: This article provides troubleshooting steps for common issues with Dell Optimizer and how to collect logs for further troubleshooting.
Instructions
Affected Products:
- Dell Optimizer
Affected Platforms:
- Dell
- Dell Pro
- Dell Pro Max
- Latitude
- OptiPlex
- Precision
Choose Installation Issues or Application Issues for help with those topics, choose More Information for Dell Optimizer resources.
Dell Optimizer fails to install claiming computer is unsupported
- Be sure that installation is on a Dell computer.
- Dell Optimizer is only supported on Dell Latitude, Precision, or OptiPlex computers.
- Be sure that the Windows version is 17134 or higher.
- Type
winverin the search box
- Select
winver - Verify 17134 or greater (circled in red).
Dell Optimizer fails stating Dell Precision Optimizer must be removed
Dell Optimizer and Dell Precision Optimizer cannot be installed simultaneously on a single computer.
For all other installation issues, collect logs for further troubleshooting:
- InstallShield.log: (It can be created using the installer command
DellOptimizer.exe /debuglog) - PresenceDetectionValidator_xxxxx.log: (C:\Users\<user name>\AppData\Local\Temp)
- ModularDeploymentValidator_xxxxx.log: (C:\Users\<user name>\AppData\Local\Temp)
- Some files with MSI prefix, for example MSIe08.log: (C:\Users\<user name>\AppData\Local\Temp)
- Type
My System is locking before Windows setting for screen lock
Walk Away Lock settings in the Proximity Sensor option of Dell Optimizer may be set. See this article for additional detail:
Proximity Sensors and Walk Away Lock Functionality May Report the System Locking Too Quickly
Audio feature is disabled
- Your IT Administrator might have set the Audio feature to disabled and locked it.
- The audio driver is not installed on the computer.
Presence Detection is not showing
The Presence Detection feature is available in Dell Optimizer when a supported peripheral sensor is present in the following scenarios:
- A system sensor is available, the computer chipset is Intel 10th or 11th Generation, and the peripheral sensor is turned off.
- A system sensor is available, the computer chipset is Intel 12th Generation, and the peripheral sensor is turned on.
- A system sensor is not available, the computer chipset is Intel 12th Generation, and the peripheral sensor is turned on.
To determine the generation of the computer, reference How to Identify the Intel Core or AMD Ryzen Processor Generation.
For all other application issues, collect logs for further troubleshooting:
- Service config log: C:\ProgramData\<GUID>\DellOptimizer
- UI log: C:\Users\<User>\AppData\Local\Packages\DellInc.DellOptimizer_htrsf667h5kn2\LocalState\Logs
Additional Information
For a Dell Optimizer overview, see this article: Dell Optimizer: Overview and Common Questions
For the Dell Optimizer User Guide, browse to the Dell Optimizer Online Manual Page. Touch or click View PDF to the right of the Dell Optimizer User Guide.
For the Dell Optimizer feature compatibility matrix, reference https://www.delltechnologies.com/asset/en-us/solutions/business-solutions/technical-support/dell-optimizer-features-availability-matrix.pdf.