SupportAssist for Business PCs with Windows OS Frequently Asked Questions

Miscellaneous

• Why are my users reporting that their PCs are occasionally slow or non-responsive?

  When SupportAssist is running diagnostic tests, CPU and memory utilization increase until the tests are complete. This could make the PC slow or unresponsive momentarily until the tests are complete.

• How do I repair SupportAssist?

  If SupportAssist is not working, perform the following steps to repair SupportAssist:

  1. Open Command Prompt with administrator rights.
  2. Run one of the following commands depending on the deployment package format:
     • If you have deployed SupportAssist using the MSI deployment package, run msiexec /fomusv <path of the folder where you extracted the SupportAssist MSI file>/qn

       Ensure that you use the same MSI file that was used during the deployment of SupportAssist for Business PCs.

     • If you have deployed SupportAssist using the EXE deployment package, run <path of the folder where you extracted the SupportAssist executable file> repair

       Ensure that you use the same EXE file that was used during the deployment of SupportAssist for Business PCs.

  3. To restart the SupportAssist services, reboot the PC.
  NOTE:You cannot repair SupportAssist if you have modified the SupportAssist registry entries and database after deployment.

• I have installed SupportAssist on the PC fleet, but the PC user is unable to open the user interface. What could be the reason?

  The PC user can open the user interface if the following conditions are met:

  • You have allowed the PC user to open and run SupportAssist.
  • Port 5700 is open on the PC.
  • Transport Layer Security (TLS) 1.2 is enabled on the PC.

• How can I check if any other application uses the 5700 port?

  SupportAssist requires a 5700 port to open the SupportAssist interface. To check if any other application uses the 5700 port, perform the following steps on the PCs where you want to run SupportAssist:

  1. Click Start to open the programs menu.
  2. Search and open Services.
  3. In the right pane, click Dell SupportAssist for Business PCs.
  4. In the left pane, click Stop.
  5. From the programs menu, search and open the Command Prompt.
  6. Type netstat -a -v | findstr /C:"5700" and press Enter.
     • If no application is using the 5700 port, no result is displayed.
     • If any other application is using the 5700 port, the port number and LISTENING status are displayed.
  7. Restart the Dell SupportAssist for Business PCs service.

• I have allowed the users in my organization to view and use the SupportAssist user interface. But, they are unable to open the user interface. What could be the reason?

  To open the SupportAssist user interface, ensure that the security level for the PC is set to Medium-high, Medium, Medium-low, or Low for the Local intranet zone. To set the security level, perform the following steps:

  1. Click Start to open the programs menu.
  2. Search and open Internet Options.
  3. Click the Security tab.
  4. Select the Local intranet zone.
  5. Set the security level.
  6. Click Apply and click OK.

• How often is the data on the Performance indicators (KPIs) page refreshed?

  The data is refreshed once every day.

• How can I provide logs to Dell support for resolving the PC issues?

  Perform the following steps to access the log files:

  1. On the PC where the issue is observed, search for Windows PowerShell and click Run as Administrator.
  2. Go to the C: > Program Files > Dell > SupportAssist > Tools folder.
  3. Run the SupportAssistDebugger script with the below commands:
     • EnableDebug—to enable debug logs for SupportAssist.
     • CollectLogs—to collect the SupportAssist logs, event logs, registry, and so on.
     • CollectInfo—to collect basic information related to SupportAssist.
     • DisableDebug—to disable debug logs for SupportAssist and to download the log files.

     After the script is executed, the log files are created.

  4. Share the log files with the support team for issue resolution.

• When does SupportAssist collect telemetry data depending on the end-user PC state?

  The following table describes the PC state requirements for SupportAssist to collect various telemetries from your PC fleet:

  Table 1. PC state requirements for data collectionThe following table describes the PC state requirements for SupportAssist to collect various telemetries from your PC fleet:

  SupportAssist actions	Active mode	Sleep mode	Locked	Hibernate mode	Power save mode	Inactive mode	Remote Desktop Protocol (RDP)
  Scheduled scans with end user interaction
  Scheduled scans without end user interaction
  Remote actions with end user interaction					BIOS updates are not installed.		PC updates are not installed.
  Remote actions without end user interaction					BIOS updates are not installed.
  Collection and upload of PC insights telemetry such as PC health, application experience, and security data			Collections are not uploaded.
  Alerts detection and case creation
  Auto update of SupportAssist to the latest version

• Whom should we contact if we need assistance with SupportAssist?

  You can contact the Service Account Manager (SAM) assigned to your company. Alternatively, you can also contact Dell Technical Support for assistance.