SupportAssist for Business PCs with Windows OS Frequently Asked Questions

PC updates

• How often does SupportAssist check for PC updates?

  SupportAssist checks for PC updates once a week and as per the schedule scans preferences set on the Connect and manage PCs > Set up and connect > Configure page.

• I have initiated a remote optimization task on the managed PCs. How long is the task valid?

  When the PCs are online and connected to Dell, they check for pending tasks. Depending on the group configuration, the tasks are performed on the PCs. If the tasks are not executed within 30 days, they time out and you can initiate the tasks again. For more information about optimizations, see the SupportAssist for Business PCs with Windows OS Administrator Guide available on the SupportAssist for Business PCs Documentation page.

• I have initiated a remote optimization task on the PCs. Should the PC user intervene to perform the task?

  When the PC is online and connected to Dell, it checks for pending tasks. Depending on the SupportAssist configuration, the PC user is notified about the optimization tasks or the tasks are performed in the background without user intervention. If the PC user is notified, the user can opt to defer the task twice, after which the task is performed automatically. The notification is displayed for 90 seconds on the PC. If the user does not defer the task within 90 seconds, the task is performed automatically. For information about managing a specific PC, see the Managing a single PC section in the SupportAssist for Business PCs with Windows OS Administrator Guide available on the SupportAssist for Business PCs Documentation page.

• When a remote optimization task is initiated, will the PC user be notified?

  The user notifications are displayed based on the configured preferences. See Managing preferences section SupportAssist for Business PCs with Windows OS Deployment Guide available on the SupportAssist for Business PCs Documentation page.

• I have disabled the option of users opening and running SupportAssist on their PCs and enabled scans to run in the background. However, SupportAssist displays notifications about updates for users in my company. What could be the reason?

  Depending on the group configuration, SupportAssist displays notifications about remote optimization tasks initiated by the administrators in TechDirect. However, if the administrators have enabled the Run all remote scans and updates without end user interaction option on the Connect and manage PCs > Set up and connect > Configure page, SupportAssist does not display notifications about remote optimizations tasks to the user.

• Can I select the updates that I want to perform on my PC fleet?

  Yes, you can customize the PC updates from the Recommendations or Update Catalogs page.

• Can I remotely install PC updates if my PC users do not have administrator rights?

  Yes, if the PCs have an active ProSupport Plus or ProSupport Flex for Client service plan, you can install PC updates remotely.

• Will SupportAssist queue the driver updates and hardware scans on the PCs?

  Yes, SupportAssist automatically queues the driver updates and hardware scans on the PCs.

• I have initiated a remote optimization task on a specific PC. But the PC is not connected to Internet or turned on. Will the remote tasks be performed on the PC?

  Yes, the tasks are performed when the PC is turned on and connected to Dell within 30 days after the task is initiated. If the tasks are not executed within 30 days, they time out and you can initiate the tasks again.

• Can I update the BIOS on a BitLocker enabled PC?

  Yes, BitLocker is automatically suspended and reenabled after BIOS updates.

• When I try to run BIOS or PC updates, TechDirect displays a message that these updates are already scheduled. However, the update is not installed, and after three days, TechDirect displays a message that these updates are to be reviewed again. What could be the reason for this?

  When you schedule BIOS or other PC updates, the task is queued in TechDirect For SupportAssist to run the tasks on the PC, the PC must be online and be able to connect to the Internet and Dell backend. If the connection is not successful within three days, the task expires and TechDirect allows you to schedule the update again.

• Are PC users allowed to update BIOS and drivers on their PCs?

  Yes, PC users can update BIOS and drivers on their PCs if the following conditions are met:

  • The PC users are permitted by the administrator to open and run SupportAssist on their PC.
  • The PC users have administrator rights.
  • The Driver updates option is enabled by the administrator while configuring User interaction preferences.

• I want to update BIOS on my password configured PCs. Where can I enter the BIOS passwords to perform the updates?

  The Central Resource Manager enables you to store BIOS administrator passwords for your PC fleet. SupportAssist uses the stored passwords to install BIOS updates on BIOS password-configured PCs.

  After you install the Central Resource Manager, you can enter the BIOS passwords that are required for BIOS updates in a spreadsheet.

  To download the spreadsheet, from the TechDirect dashboard, go to Connect and manage > Manage PC fleet > Connect and manage PCs > Manage > PCs > Inventory, from the Export list, select Central Resource Manager List. Enter the BIOS administrator passwords and import the spreadsheet in Central Resource Manager.

  For information about how to install Central Resource Manager, see the SupportAssist for Business PCs with Windows OS Deployment Guide available on the SupportAssist for Business PCs Documentation page.

• BIOS updates are failing on my password configured PCs. What could be reason?

  Check the connectivity of PCs to the configured Central Resource Manager. Also, ensure that the Central Resource Manager version is not expired. If the version has expired, manually update Central Resource Manager to the latest version.