SupportAssist for Business PCs with Windows OS Frequently Asked Questions

Configure and download SupportAssist

• What are the benefits of installing SupportAssist for Business PCs on my PC fleet?

  SupportAssist is a proactive and predictive technology that provides automated technical support for your Dell PCs. It enables IT administrators to manage their PC fleet from TechDirect anytime, anywhere.

  When deployed, SupportAssist monitors each PC and proactively detects both hardware and software issues. Depending on your service plan, when an issue is detected, SupportAssist automatically opens a support case with technical support and sends you an email notification.

  SupportAssist enables you to optimize your PC by removing unwanted files, optimizing network settings, tuning-up system performance, and removing virus and malware. It also identifies driver updates available for your PC.

  SupportAssist also enables you to:

  • Manage your PC fleet and groups.
  • View and manage recommendations, health, security, and application experience for a specific PC or your PC fleet.
  • Update catalogs for your PC fleet.
  • Manage remediation rules to identify and remediate issues with your PC fleet.
  • Assess the number of PCs at risk and act on the potential security threats.
  • Manage SupportAssist alerts in TechDirect or ServiceNow.
  • Manage roles and permissions.
  • View key performance indicators that help determine the fleet behavior.
  • View the record of changes and activities that are performed for the Connect and manage service in TechDirect.

  For more information about SupportAssist for Business PCs, see the documentation resources and other useful links in Resources.

• What are the operating systems supported by SupportAssist?

  SupportAssist can be deployed on PCs running Microsoft Windows 11 or Microsoft Windows 10 version 1809 and later.

• What is the difference between the options—Run scans in background and Run all remote scans and updates without end user interaction?
  • The Run scans in background option, if enabled, allows scheduled scans initiated by SupportAssist to run in the background without the need for user interaction. The PC user does not receive notifications when SupportAssist runs schedule scans on the PCs.
  • The Run all remote scans and updates without end user interaction option, if enabled, allows administrators to remotely optimize managed PCs without the need for user interaction. The PC user does not receive notifications when an administrator triggers remote actions to run on the managed PCs.

• If I enable the Suppress end user notification in case reboot is needed after installation option, will the PC reboot automatically?

  No, the PCs are not rebooted automatically. The reboot is required only when drivers, firmware, and BIOS updates are performed. The notifications are suppressed when a reboot is required and the updates are applied only when the PC user reboots the PC manually.

• Which are the supported SupportAssist deployment package formats?

  The supported deployment package formats are:

  • Windows 64-bit Executable (.exe)
  • Windows 64-bit Installer (.msi)
  NOTE:32-bit operating systems are not supported.

• Can I update my contact information after deploying SupportAssist?

  Yes, you can update your contact information on the Connect and manage PCs > Set up and connect > Configure page. After you update your contact information, it is automatically updated on all managed PCs and you do not have to redeploy SupportAssist.