Self-Healing Image Recovery Frequently Asked Questions

This section is for IT administrators who have purchased PCs, whether directly or through a partner.

• What is Self-Healing Image Recovery?

  Self-Healing Image Recovery is a remote management tool that allows IT administrators to centrally manage the recovery preferences for your Dell PCs. When configured, these preferences ensure that during boot issues, the recovery environment automatically boots into the operating system according to the preset preferences.

• What is the difference between the two recovery options for Dell PCs--Self-Healing Image Recovery and SupportAssist OS Recovery?

  Self-Healing Image Recovery:

  • Provides a recovery environment to remotely recover the operating system when the PC is unable to boot.
  • Available with Dell imaging services like Ready Image, Generic Image, and Custom Image.
  • Requires a compatible PC and enabled recovery preferences by the administrator.
  • If the PC is not compatible or Self-Healing Image Recovery is not enabled, BIOSConnect downloads and launches the default version of SupportAssist OS Recovery.

  SupportAssist OS Recovery:

  • A factory-installed environment on supported Dell PCs.
  • Helps diagnose and troubleshoot issues before the PC boots to the operating system.

• What is the cost of Self-Healing Image Recovery?

  Self-Healing Image Recovery is included when you purchase Dell imaging services like Ready Image, Generic Image, and Custom Image. For specific pricing details, it is best to contact your Dell sales representative.

• On what PCs does Self-Healing Image Recovery work?

  You can use Self-Healing Image Recovery on PCs with an active warranty and on supported PC models. For the list of supported PC models, see the Self-Healing Image Recovery Support Matrix available on Self-Healing Image Recovery documentation page.

• What PC models does Self-Healing Image Recovery support?

  Self-Healing Image Recovery is supported on a wide range of Dell PCs, including Latitude, OptiPlex, Precision, and XPS models. For the list of PC models that are supported, see the Self-Healing Image Recovery Support Matrix available on Self-Healing Image Recovery documentation page.

• What happens when a PC model is not supported by Self-Healing Image Recovery?

  If a PC model does not support Self-Healing Image Recovery, it is displayed in the Ineligible orders and Ineligible PCs sections on the Orders or PCs page. If the PC is not eligible or if Self-Healing Image Recovery is not enabled on the PC, contact your account team for assistance.

• What happens when warranty expires on my PCs?

  Self-Healing Image Recovery functionality is tied to the warranty status of your Dell PCs.

  • Active Warranty: If your PCs have an active warranty, you can leverage the full capabilities of Self-Healing Image Recovery, including setting recovery preferences.
  • Expired Warranty: With an expired warranty, administrators cannot modify recovery preferences within Self-Healing Image Recovery. However, you can still use the default version of SupportAssist OS Recovery to perform PC recovery. For warranty extension or renewal inquiries, contact your Dell or partner account team.

• Why is my order or PC ineligible for recovery? When does an ineligible order or PC become eligible for recovery?

  If your PC model does not support remote recovery through Self-Healing Image Recovery, the PC is displayed as Ineligible in TechDirect > Self-Healing Image Recovery.

  When Dell Technologies launches a new PC model, the PC is validated for Self-Healing Image Recovery support. After necessary validations are complete and passed, the PC model is certified for recovery. Typically, the validation process takes 90 days. After the PC model is certified, the PC or order is displayed as Eligible in TechDirect > Self-Healing Image Recovery. You can then configure and manage the recovery preferences for the orders or PCs.

• I am an IT administrator. Which Dell accounts should I create to start using Self-Healing Image Recovery?

  Self-Healing Image Recovery is available when you purchase Dell imaging services such as Ready Image, Generic Image, and Custom Image. To start using Self-Healing Image Recovery, you must:

  1. Create a TechDirect account.
  2. Complete the onboarding process.

  For more information, see the Onboarding to TechDirect section in the Self-Healing Image Recovery Administrator Guide available on Self-Healing Image Recovery documentation page.

• Can partners use Self-Healing Image Recovery?

  Yes. Self-Healing Image Recovery is available for both administrators and partners who have purchased PCs on behalf of their customers. For more information, see the Self-Healing Image Recovery Administrator Guide for Partners available on Self-Healing Image Recovery documentation page.

• I am a partner. Which Dell accounts should I create to start using Self-Healing Image Recovery?

  Self-Healing Image Recovery is available for PCs with imaging solutions such as Ready Image, Generic Image, or Custom Image purchased from Dell Technologies. To start using Self-Healing Image Recovery, you must:

  1. Create a TechDirect account.
  2. Complete the onboarding process.

  For more information, see the Onboarding to TechDirect section in the Self-Healing Image Recovery Administrator Guide for Partners available on Self-Healing Image Recovery documentation page.

• I am unable to view my orders on the Self-Healing Image Recovery page in TechDirect. What should I do?

  If you are already using Connected Provisioning, ProDeploy Client Suite, or Asset Recovery Services, the orders are automatically displayed on the Orders page. If the orders are not displayed automatically, you can add them manually. For more information about adding the orders manually, see the Add orders manually section in the Self-Healing Image Recovery Administrator Guide available on Self-Healing Image Recovery documentation page.

• I am unable to view the PCs associated with an order on the Self-Healing Image Recovery page in TechDirect. What should I do?

  If you are already using Connected Provisioning, ProDeploy Client Suite, or Asset Recovery Services, the PCs associated with an order are automatically displayed on the PCs page. For more information about adding the PCs manually, see the Add PCs manually section in the Self-Healing Image Recovery Administrator Guide available on Self-Healing Image Recovery documentation page.

• I added my orders or PCs manually. How do I confirm if they were added in TechDirect?

  When you add an order or PC manually, they are displayed on the Orders or PCs page on successful addition. If the order or PC is not added, an error message is displayed with instructions on how to resolve the issue. You can attempt to add the order or PC again, and if the problem persists, you can contact Dell Technologies for support. For instructions about contacting support, see the Contact Dell section in the Self-Healing Image Recovery Administrator Guide available on Self-Healing Image Recovery documentation page.

• An error is displayed while adding my orders or PCs manually. How can I resolve this?

  If an order or PC is not added, an error message is displayed, providing instructions to resolve the issue. You can attempt to add the order or PC again, and if the problem persists, you can contact Dell Technologies for support. For instructions about contacting support, see the Contact Dell section in the Self-Healing Image Recovery Administrator Guide available on Self-Healing Image Recovery documentation page.

• I have selected Windows 10 as my recovery preference option. Can I change it to Windows 11?

  Yes, you can edit the recovery preferences to change the operating system edition, version, and language. For instructions about editing the recovery preferences, see the Self-Healing Image Recovery Administrator Guide available on Self-Healing Image Recovery documentation page.

• How can I manage the recovery preferences as a partner?

  If you are a reseller or distributor partner, you must assign the orders or PCs to your customers. After successful assignment, the customers can manage the recovery preferences for the PCs in their organization.

  If you are a managed services partner, you must work with the customer to access their PCs and manage the recovery preferences on their PCs.

  You can find information about how to onboard to TechDirect and manage recovery preferences in Self-Healing Image Recovery for compatible PCs in the Self-Healing Image Recovery Administrator Guide available on Self-Healing Image Recovery documentation page.

• What port or network configurations are required for my PC to use Self-Healing Image Recovery?

  Ensure that you configure the firewall or proxy on ports 80 and 443 to allow communication to the following endpoints:

  • apigtwb2cnp.us.dell.com
  • apigtwb2c.us.dell.com
  • api.iperceptions.com
  • downloads.dell.com
  • dellupdater.dell.com
  • fta.dell.com
  • ftasit.dell.com
  • ome.apis.dell.com
  • staging-api.iperceptions.com
  • tm-sdk.platinumai.net
  • qa-external-tm.plawebsvc01.net
  • www.dell.com
  • www.msftconnecttest.com

• Is 802.11r supported when using Wi-Fi to recover a client?

  No, 802.11r is not supported when using Wi-Fi to recover a client.

• Where are the recovery images downloaded from?

  The recovery images are downloaded from a Dell private Akamai CDN.

• How do I verify the latest Ready Image details and specifications?

  You can review the details and specifications available on the Dell Ready Image Technical Specifications page.

• Are there any settings required on the PC BIOS? How can I update these BIOS settings?

  Yes, to ensure proper functionality of Self-Healing Image Recovery, specific settings must be configured in the PC BIOS:

  • SupportAssist OS Recovery: Disabled.
  • BIOSConnect: Enabled.
  • Dell Auto OS Recovery Threshold: Set to a value greater than zero.

    To update these BIOS settings:

    • Existing PCs: Use the Dell Command | Configure application to modify the BIOS settings.
    • New PC orders: Preconfigure these settings during the ordering process through the BIOS Settings service.

• Can I still use Self-Healing Image Recovery on BIOS password-protected PCs?

  To enable Self-Healing Image Recovery on BIOS password-protected PCs, upgrade the BIOS on compatible PCs. For the list of compatible PCs eligible for BIOS upgrade, see the Self-Healing Image Recovery Support Matrix available on Self-Healing Image Recovery documentation page.

• How will a PC user know which recovery solution is used for recovery—Self-Healing Image Recovery or SupportAssist OS Recovery?
  • When the PC is unable to boot to the operating system, PC users can recover their PCs using a recovery solution. If the administrator has set the recovery preferences, the Self-Healing Image Recovery Let's get started page is displayed.
  • If not, the PC user must contact the administrator. As an administrator, you can contact your account team for assistance.