DELL SupportAssist for Home PCs Version 3.10.1 User Guide
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SupportAssist for Home PCs Version 3.10.1 User’s Guide
SupportAssist for Home PCs Version ...3.10.1 User's Guide
supportassist-home-pcs-version 3.10.1, Dell-software-support-auto-optimizations-virus-malware, supportassist-home-pcs-supportassist-os-recovery, backup-files-internal-external-storage, factory-reset-upgrade-os, Dell-migrate-erase-reset, technical-support-remote-troubleshooting, install-supportassist, Dell-service-plan, hardware-scan, repair-pc, install-driver-updates, create-support-request, -remote-troubleshooting
The manual support request creation capability is applicable only for PCs with an active Premium Support, ProSupport, Premium Support Plus, or ProSupport Plus service plan. The support request page is displayed. For ins…
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SupportAssist for Home PCs Version 3.10.1 User's Guide July 2021 Rev. A00 Notes, cautions, and warnings NOTE: A NOTE indicates important information that helps you make better use of your product. CAUTION: A CAUTION indicates either potential damage to hardware or loss of data and tells you how to avoid the problem. WARNING: A WARNING indicates a potential for property damage, personal injury, or death. � 2021 Dell Inc. or its subsidiaries. All rights reserved. Dell, EMC, and other trademarks are trademarks of Dell Inc. or its subsidiaries. Other trademarks may be trademarks of their respective owners. Contents Chapter 1: Introduction................................................................................................................. 5 Key features..........................................................................................................................................................................5 Document purpose.............................................................................................................................................................. 5 Audience................................................................................................................................................................................ 5 New and enhanced features............................................................................................................................................. 6 Supported PCs..................................................................................................................................................................... 6 SupportAssist capabilities and Dell service plans.........................................................................................................6 Other service offers............................................................................................................................................................8 Chapter 2: Getting started with SupportAssist for Home PCs......................................................10 Minimum PC requirements.............................................................................................................................................. 10 Install SupportAssist for Home PCs............................................................................................................................... 11 SupportAssist user interface............................................................................................................................................11 Change language setting..................................................................................................................................................12 Create a SupportAssist profile........................................................................................................................................12 Create a Dell My Account.......................................................................................................................................... 13 Sign in with a social media account......................................................................................................................... 13 Update contact and shipping information....................................................................................................................13 Use a different SupportAssist profile............................................................................................................................14 Configure Internet settings............................................................................................................................................. 14 Scheduled scans and optimizations...............................................................................................................................14 Schedule automatic scans and optimizations........................................................................................................14 Manually upgrade SupportAssist....................................................................................................................................15 Notifications........................................................................................................................................................................ 15 Notifications on SupportAssist user interface...................................................................................................... 15 Notifications in Windows action center..................................................................................................................16 Banners on SupportAssist Home page....................................................................................................................17 Disable SupportAssist notifications......................................................................................................................... 18 Uninstall SupportAssist ....................................................................................................................................................18 Chapter 3: System reset and repair overview.............................................................................. 20 Reset your PC to factory settings................................................................................................................................ 20 Reset your PC and update the operating system...................................................................................................... 21 Configure system repair settings................................................................................................................................... 21 Repair your PC................................................................................................................................................................... 22 Chapter 4: Dell Migrate overview.................................................................................................23 Migrate data from old to new PC..................................................................................................................................24 Erase and reset old PC.................................................................................................................................................... 25 Chapter 5: Drivers and downloads overview................................................................................ 26 Severity categorization of updates...............................................................................................................................26 Install driver updates........................................................................................................................................................ 26 Uninstall driver updates................................................................................................................................................... 27 Contents 3 Get Drivers and Downloads tile notifications..............................................................................................................27 Chapter 6: Scanning PC hardware............................................................................................... 28 Scan a specific hardware component.......................................................................................................................... 28 Run a quick hardware scan............................................................................................................................................. 29 Run a stress test............................................................................................................................................................... 29 Chapter 7: Optimizing your PC.....................................................................................................31 Clean files.............................................................................................................................................................................31 Tune PC performance.......................................................................................................................................................31 Optimize network.............................................................................................................................................................. 32 Remove viruses and malware......................................................................................................................................... 32 Remove potentially unwanted programs............................................................................................................... 32 Run all PC scans and optimizations.............................................................................................................................. 33 Chapter 8: Virtual assistant overview.......................................................................................... 35 Chapter 9: Creating a support request........................................................................................ 36 Create a support request for an issue detected by a scan.....................................................................................36 Manually create a support request................................................................................................................................37 Issue details page.............................................................................................................................................................. 37 Issue summary page ........................................................................................................................................................ 38 Dispatchable parts............................................................................................................................................................ 38 Chapter 10: Troubleshooting overview.........................................................................................39 Chapter 11: History overview....................................................................................................... 40 Chapter 12: Getting support.........................................................................................................41 Send files to Dell technical support.............................................................................................................................. 42 Send log files to Dell technical support........................................................................................................................42 Remote troubleshooting.................................................................................................................................................. 42 Allow remote troubleshooting by using RemoteAssist....................................................................................... 42 Allow remote troubleshooting by using Remote help......................................................................................... 43 Chapter 13: Provide feedback...................................................................................................... 44 Chapter 14: Frequently asked questions...................................................................................... 45 Chapter 15: SupportAssist for Home PCs resources.................................................................... 48 Chapter 16: Contact Dell............................................................................................................. 49 4 Contents 1 Introduction SupportAssist automates support from Dell by proactively and predictively identifying hardware and software issues on your PC. SupportAssist addresses PC performance and stabilization issues, prevents security threats, monitors and detects hardware failures, and automates the engagement process with Dell Technical support. Depending on your Dell service plan, SupportAssist also automates support request creation for issues that are detected during a scan. For information about the SupportAssist capabilities for different service plans, see SupportAssist capabilities and Dell service plans. NOTE: In this document, the term PC refers to Dell laptops, desktops, gateways, and embedded PCs. SupportAssist enables you to optimize your PC by removing unwanted files, optimizing network settings, tuning-up PC performance, and removing virus and malware. It also identifies driver updates available for your PC. SupportAssist collects and sends the required PC information securely to Dell Technical Support. The collected information enables Dell to provide you an enhanced, efficient, and accelerated support experience. SupportAssist for Home PCs complies with Web Content Accessibility Guidelines (WCAG) 2.1 and can be used with assistive technologies such as screen readers, screen magnifiers, and voice recognition software. NOTE: Do not use the PC mouse to navigate within the SupportAssist user interface while using the assistive technologies. You must navigate using only the PC keyboard. Key features Predictive and proactive issue detection and notification. Manual or automatic scan for driver updates available for your PC. Manual or automatic scan your PC hardware to identify issues. Automatic creation of support request for a hardware issue detected in your PC. Manual creation of support request for an issue in your PC. Clean temporary files, optimize network connectivity, fine-tune PC performance, and remove viruses and malware. Instant rollback to a previous point in time on your PC to resolve boot issues or any other performance issues. Save a copy of your personal files on your local hard drive or on an external storage device during PC reset. Install the factory operating system or upgrade to the latest operating system available for your PC. Allow Dell technical support agents to remotely initiate driver and hardware scans on your PC to troubleshoot and resolve issues. Transfer files and settings to your new Dell PC from your old PC using the Dell Migrate service. NOTE: SupportAssist capabilities available for a PC vary depending on the Dell service plan of the PC. Document purpose This document provides information about using SupportAssist for Home PCs on 64-bit Windows 10 RS4 and later versions of the operating system. For information about using SupportAssist on PCs running Windows 10 in S mode operating system, see the SupportAssist for Home PCs User's Guide for Windows 10 in S Mode available on the SupportAssist for Home PCs documentation page. Audience This document is intended for users who monitor their PCs using SupportAssist for Home PCs. This document also caters to employees of organizations that do not have an IT administrator and monitor their PCs by themselves using SupportAssist. Introduction 5 New and enhanced features SupportAssist for Home PCs is now supported on Windows 11 operating system. This release also includes security and bug fixes. Supported PCs SupportAssist is supported on the following Dell PCs with 64-bit Windows 10 RS4 and later versions of the operating system: Inspiron G Series XPS Alienware Vostro Latitude Precision OptiPlex NOTE: SupportAssist is not supported on virtual machines. SupportAssist capabilities and Dell service plans SupportAssist proactively and predictively detects and notifies you about hardware and software issues that may occur on your PC. Depending on your Dell service plan, SupportAssist automates and facilitates your engagement with Dell Technical Support. The following table summarizes the SupportAssist capabilities for PCs with an active Basic, Premium Support, ProSupport, ProSupport Plus, Premium Support Plus, and Dell Software Support (DSS) service plans: NOTE: DSS is available only for XPS, Alienware, Inspiron, and G Series PCs in the U.S. with an active Basic or expired service plan. Table 1. SupportAssist capabilities and Dell service plans SupportAssist Description capabilities Basic Dell service plans ProSupport Premium ProSupport Premium Support Plus Support Plus Schedule hardware and software scans You can schedule hardware and software scans depending on your preference. SupportAssist performs the scans based on the schedule. Clean files manually You can clear temporary, redundant, and other unwanted files from your PC. Tune PC performance manually You can adjust the power settings, registry files, and memory allocations to fine-tune your PC performance. Optimize network You can optimize network connectivity by adjusting the Dell Software Support (DSS) 6 Introduction Table 1. SupportAssist capabilities and Dell service plans (continued) SupportAssist Description capabilities Basic Dell service plans ProSupport Premium ProSupport Premium Support Plus Support Plus connectivity manually settings to have an efficient and reliable network. Troubleshoot issues manually You can fix common PC issues by using the step-by-step instructions and video tutorials that are available on the troubleshooting page. Scan and update You can manually drivers manually scan and install the driver updates that are available for your PC. Self-dispatch parts through manual scans If an issue is detected for in-warranty parts during manual scans, you are prompted to confirm your shipping address for dispatching the replacement part. Self-dispatch If an issue is detected parts through for in-warranty parts automated scans during automated scans, you are prompted to confirm your shipping address for dispatching the replacement part. Request onsite assistance for replacing a selfreplaceable part1 You can request a service technician to visit you for replacing a self-replaceable part at your location. Automated support request creation If an issue is detected during a scheduled scan, a support request is automatically created and a Dell Technical Support agent contacts you for resolving the issue. Manually create support request You can manually create a support request for an issue that is not detected by SupportAssist. Remove viruses Isolate, remove, and and malware restore files that are manually2 corrupted by viruses Dell Software Support (DSS) Introduction 7 Table 1. SupportAssist capabilities and Dell service plans (continued) SupportAssist Description capabilities Basic Dell service plans ProSupport Premium ProSupport Premium Support Plus Support Plus and malware to keep your PC secure. Predictive issue detection and support request creation for failure prevention3 If a part is identified for possible failure, an alert is sent to you. SupportAssist opens a support request, and a Dell Technical Support agent contacts you to ship the replacement part. Notify PC optimization issues that are detected during scheduled scans A notification is displayed in Windows action center about PC optimization issues that are detected during scheduled scans. Automated PC optimizations3 SupportAssist automatically optimizes your PC during automated scans. Specify preferred contact time4 You can provide your preferred contact time. A Dell Technical Support agent contacts you only during the specified hours. Dell Software Support (DSS) 1 Onsite assistance for replacing a self-replaceable part is available only in certain regions. 2 The virus and malware removal capability is not available in certain regions, for example, China. 3 Predictive analysis failure detection includes hard drives, solid-state drives, batteries, thermals, and desktop fans. 4 Preferred contact time can be provided only by customers in the U.S. or Canada. Other service offers Along with the existing SupportAssist capabilities, you can purchase additional service offers for your PC. The following table describes the service offers that you can purchase for your PC: Table 2. Other service offers Service offer Description Availability Dell Software Support (DSS) Enable automated software optimizations and virus and malware removal capabilities on a PC with Basic or expired service plan. For more information about the SupportAssist capabilities available for DSS, see SupportAssist capabilities and Dell service plans. Available for XPS, Alienware, Inspiron, and G Series PCs in the U.S. with an active Basic or expired service plan. 8 Introduction Table 2. Other service offers (continued) Service offer Description Dell Migrate Securely migrate your personal data to your new PC from any PC running the Windows operating system. After you migrate your data, you can erase and reset your old PC before you sell, gift, or trade in the PC . NOTE: In this document, the term data refers to the files and settings that you want to migrate. The term old PC refers to the PC from which your data is migrated and new PC refers to the Dell PC to which your data is migrated. Availability Available for Inspiron, G Series, XPS, and Alienware PCs in certain regions. For the list of supported regions, see the Supported locales section in the Dell Migrate User's Guide available on the Dell Data Assistant documentation page. Introduction 9 2 Getting started with SupportAssist for Home PCs SupportAssist is preinstalled on all PCs shipped out of the Dell factory. If SupportAssist is not preinstalled, follow the instructions in this section to install, configure, and use SupportAssist. Minimum PC requirements The following table lists the minimum PC requirements for installing and using SupportAssist: Table 3. Minimum PC requirements Particulars Requirements Operating system Microsoft Windows 10 RS4 and later (only 64-bit) Microsoft Windows 11 Software Microsoft .NET Framework 4.7.2 NOTE: If you do not have Microsoft .NET Framework 4.7.2, SupportAssist installs the latest Microsoft .NET Framework on your PC. Web browser Hardware Network Ports Microsoft Edge or Internet Explorer 10 and later Memory (RAM)--2 GB for Windows 10 and 4 GB for Windows 11 Hard drive free space--1 GB Internet connectivity 5700--to open the SupportAssist user interface 9012--to communicate with Dell SupportAssist service 8883, 8884, 8885, or 8886--to communicate with Dell support website 28283--to pair your Dell PC to any other PC for data migration 28100�28700--to migrate your data to your Dell PC from any other PC The PC must be able to connect to the following destinations: https://saservices.dell.com https://apidp.dell.com https://apigtwb2cnp.us.dell.com https://fuslite.dell.com https://cs-is.dell.com https://tdm.dell.com https://api.dell.com https://downloads.dell.com https://www.dell.com https://dl.dell.com http://content.dellsupportcenter.com 10 Getting started with SupportAssist for Home PCs Install SupportAssist for Home PCs By default, SupportAssist is installed on all PCs shipped from the Dell factory. If SupportAssist is not installed on your PC, you can manually download and install SupportAssist. Prerequisites The PC must meet the minimum PC requirements for installing and using SupportAssist. See Minimum PC requirements. You must be logged in as an administrator. Steps 1. Go to www.dell.com/supportassistforpcs. 2. Click Download Now. The SupportAssistInstaller.exe file is downloaded. 3. Double-click the SupportAssistInstaller.exe file. The installation progress is displayed in the SupportAssist Installer window and a shortcut is created on the desktop after installation. NOTE: On PCs with operating system build number 16299 or later, the shortcut is not created. 4. Click Launch. SupportAssist for Home PCs user interface is displayed. SupportAssist user interface The SupportAssist user interface contains the following pages: Home Troubleshooting History Get Support When you open SupportAssist for the first time or have not performed any scan or optimization, the default view of the Home page is displayed. Click Start now to initiate all the scans and optimizations. If you have run scans or optimizations earlier, the following details are displayed on the Home page and the History page: Amount of hard drive space reclaimed Number of driver updates installed or number of available driver updates Number of files optimized Number of viruses or malware removed The current Dell service plan for your PC, and other service plan applicable for your PC are also displayed. When you click on the current service plan, the services included in that service plan are displayed. When you click on any other applicable service plan, an option to upgrade your service plan is displayed. To perform a scan or optimization, click . Depending on the PC service plan, the following tiles are displayed. For information about the SupportAssist capabilities for different service plans, see SupportAssist capabilities and Dell service plans. Get drivers & downloads Scan hardware Clean files Tune performance Optimize network Remove viruses & malware NOTE: If a critical hardware issue is detected on your PC, all the PC optimization tiles are disabled until you create a support request. NOTE: If you do not have administrator rights on the PC, only the Scan Hardware tile is enabled. If there are any additional Dell service offers applicable for your PC, the link to review, purchase, or use them are displayed on the bottom pane. For information about Dell service offers, see Other service offers. Getting started with SupportAssist for Home PCs 11 When you hover over the Service Tag, the model number and the following details are displayed: Warranty details --service plan and service offers applicable for the PC, its start date, and expiration date. Service Tag--the unique identifier of the PC. The Service Tag is an alpha-numeric identifier. Express Service Code--numerical sequence that can be used during automated phone help, for example, 987-674-723-2. Memory--amount of RAM installed in the PC, for example, 16 GB. Processor--type of processor installed in the PC, for example, Intel Core i5 6200U. Operating System--operating system installed on the PC, for example, Microsoft Windows 10 Pro. Change language setting About this task SupportAssist is available in 24 languages. By default, SupportAssist is set to the same language as that of the operating system. You can change the language according to your preference. Steps 1. On the top-right corner of the SupportAssist user interface, click the settings icon and click Select language. The list of languages is displayed. 2. Select your preferred language. 3. Click Yes to restart SupportAssist in the selected language. SupportAssist restarts in the selected language and is displayed beside the selected language. Create a SupportAssist profile Prerequisites You must be logged in as an administrator. About this task A SupportAssist profile enables you to receive the automated support capabilities available for your PC service plan. You can create a SupportAssist profile by using your Dell My Account or your social media account. Steps 1. On the top-right corner of the SupportAssist user interface, click Profile and click Complete Profile. If you have not accepted the SupportAssist terms and conditions, a message is displayed. Click the Read SupportAssist terms & conditions link, accept the terms and conditions, click Save, and then try again. If SupportAssist is unable to connect to the Internet, a message is displayed. Click the troubleshooting links displayed below the error message to fix the issue and try again. 2. On the Dell My Account Sign In page, perform one of the following steps: If you already have a Dell My Account and want to sign in using a one-time passcode, perform the following steps: a. Enable the Email me a one-time passcode toggle switch. b. Enter the email address and click Send passcode to receive a passcode to your email address. c. Enter the passcode and click Sign In. If you already have a Dell My Account, enter your Dell My Account credentials, and then click Sign In. If you do not have a Dell My Account, create an account to sign in. See Create a Dell My Account. Sign in with your social media account. See Sign in with a social media account. 3. On the Contact and Shipping Address page, enter your contact information and shipping details. 4. Select your preferred contact method and preferred contact time. NOTE: The preferred contact time option is applicable only for PCs with an active Premium Support or Premium Support Plus service plans in the U.S. or Canada. 5. To add a secondary contact, select Add secondary contact and enter the details. 12 Getting started with SupportAssist for Home PCs 6. If you do not want SupportAssist to automatically create a support request, clear the Automatically create Support Requests check box. NOTE: The automatic support request creation capability is available and enabled only for PCs with an active ProSupport, ProSupport Plus, Premium Support, or Premium Support Plus service plan. 7. Click Done. If the shipping details are invalid, a message is displayed to update the details. Click Update and Finish to update the details. If the shipping details are valid, the first name and last name are displayed on the top-right corner of the SupportAssist user interface. Create a Dell My Account Prerequisites You must be logged in as an administrator. Steps 1. In the Create an Account section on the Dell My Account Sign in page, enter the first name, last name, email address, and password. NOTE: The password must include one uppercase letter, one lowercase letter, and one number. The password length must be within 8-12 characters. 2. Re-enter the password. 3. Click Create Account. A Dell My Account is created and you are signed in to SupportAssist. Sign in with a social media account Prerequisites You must be logged in as an administrator. You must have a valid account with any of the following social media platforms: Google Plus Facebook Steps 1. On the Dell My Account Sign In page, click the desired social media icon. 2. On the corresponding social media login page, enter the user name or email address and password in the appropriate fields. 3. Click Sign in. A Dell My Account is created with the credentials that you entered for signing in to your social media account. Update contact and shipping information Prerequisites You must be logged in as an administrator. Steps 1. On the top-right corner of the SupportAssist user interface, click the user name and click Profile Details. The Contact and Shipping Address page is displayed. 2. Update the required details and click Done. If the shipping details are invalid, a message is displayed to update the details. Click Update and Finish to update the details. If the shipping details are valid, the Home page is displayed. Getting started with SupportAssist for Home PCs 13 Use a different SupportAssist profile Prerequisites You must be logged in as an administrator. Steps 1. On the top-right corner of the SupportAssist user interface, click the username and click Use a different profile. 2. Click Continue. The current profile is deactivated, access to the saved contact information and shipping details is removed, and the Home page is displayed. A link to create a profile is displayed on the top-right corner of the SupportAssist user interface. See Create a SupportAssist profile. Configure Internet settings Prerequisites You must be logged in as an administrator. About this task Your PC must be connected to an active Internet connection to experience the automated support capabilities of SupportAssist. You can configure SupportAssist to connect to the Internet directly or through a proxy server. Steps 1. On the top-right corner of the SupportAssist user interface, click the settings icon, click Settings, and then click Internet. 2. If SupportAssist can directly connect to the Internet, select Connect directly. 3. If SupportAssist must connect to the Internet using a proxy network, perform the following steps: a. Select Connect using proxy. The proxy settings fields are displayed. b. Enter the address, port number, username, and password details. NOTE: You can enter a maximum of five digits for the port number. 4. Click Save. The Internet settings are configured and the Home page is displayed. Scheduled scans and optimizations By default, SupportAssist scans your PC to detect hardware issues, driver updates, and the required PC optimizations. The default frequency of the scans depend on your PC service plan. If an urgent driver update, hardware issue, or a virus or malware is detected during the scan, a notification is displayed. The type of notification depends on the operating system that is installed on your PC. If your PC has an active ProSupport Plus or Premium Support Plus service plan, SupportAssist automatically optimizes your PC after the scan. Schedule automatic scans and optimizations Prerequisites You must be logged in as an administrator. About this task By default, SupportAssist scans your PC to detect hardware issues, driver updates, and the required PC optimizations. The default frequency of the scans depends on your PC service plan. If an urgent driver update, hardware issue, or a virus or malware is detected during the scan, a notification is displayed. The type of notification depends on the operating system 14 Getting started with SupportAssist for Home PCs that is installed on your PC. If your PC has an active ProSupport Plus or Premium Support Plus service plan, SupportAssist automatically optimizes your PC after the scan. You can select the preferred time, frequency, and day when you want SupportAssist to scan your PC. Steps 1. On the top-right corner of the SupportAssist user interface, click the settings icon, click Settings, and then click Schedule scans and Optimizations. 2. Ensure that the Turn on automatic system scans and optimizations check box is selected. 3. Select the time, frequency, and day when you want to run the scan. The date of the next scheduled scan is displayed. 4. Click Save. The automatic scans and optimizations are scheduled and the Home page is displayed. Manually upgrade SupportAssist Prerequisites You must be logged in as an administrator. You must have created a SupportAssist profile. See Create a SupportAssist profile. About this task Upgrading SupportAssist ensures that the latest SupportAssist features are available on your PC. If a newer version is available, SupportAssist automatically upgrades to the new version. If required, you can also manually check and upgrade SupportAssist. NOTE: SupportAssist upgrades are not available for PCs running Windows 7 operating system. Steps 1. On the top-right corner of the SupportAssist user interface, click the settings icon, and then click About. SupportAssist automatically checks if a newer version of SupportAssist is available. If no update is available, and a message indicating that the latest version of SupportAssist is installed are displayed. If a newer version of SupportAssist is available, 2. Click Update Now. and the Update Now link are displayed. Results The latest version of SupportAssist is downloaded and installed on the PC. Notifications By default, SupportAssist displays notifications about hardware and software issues, driver updates, open support requests, service plan, and so on. Notifications on SupportAssist user interface The following table provides a summary of the notifications that are displayed when you open SupportAssist: Table 4. Notifications on the SupportAssist user interface Scenario Action A SupportAssist profile has not been created. Click Complete Profile to create a SupportAssist profile. See Create a SupportAssist profile. Click Remind Me Later to view the notification when you reopen SupportAssist after 24 hours. Getting started with SupportAssist for Home PCs 15 Table 4. Notifications on the SupportAssist user interface (continued) Scenario Action Click Never Remind Me to stop SupportAssist from displaying the notification again. Dell technical support is still working on your support request. Click Check status online to view the status of the support request online. Click Dismiss to hide the notification. You have not optimized your PC in the last 28 days. Click Run all to run all the scans and optimizations on your PC. Click Remind Me Later to view the notification when you reopen SupportAssist after 24 hours. Click Cancel to hide the notification. Your PC service plan is about to expire, or has expired. Click Renew to renew the PC service plan. Click Remind Me Later to view the notification when you reopen SupportAssist after 24 hours. Click Never Remind Me to stop SupportAssist from displaying the notification again. You renewed your PC service plan. Click OK to hide the notification. SupportAssist OS Recovery is enabled for your PC. Click Thanks, got it to stop SupportAssist from displaying the notification again. Click Tell me more to view the SupportAssist OS Recovery User's Guide. Your PC is eligible for the Dell Software Support (DSS) service plan and SupportAssist detected redundant files, network connectivity issues, or virus or malware on your PC. NOTE: The DSS service plan is available for XPS, Alienware, Inspiron, and G Series PCs in the U.S. with an active Basic or expired service plan. Click Learn more for more information about the Dell Software Support service plan. Click Remind me Later if you want SupportAssist to notify you about the service plan later. Click Dismiss to stop SupportAssist from displaying the notification again. Notifications in Windows action center SupportAssist displays notifications in the Windows action center. The following table provides a summary of the different types of notifications that SupportAssist displays in the Windows action center. NOTE: Notifications in the Windows action center are not displayed on PCs with unknown warranty status. Table 5. Windows action center notifications Scenario Action On the Dell Data Assistant user interface, you deferred erasing Click the notification to open Dell Data Assistant or snooze your old PC after migrating your data to your new PC. the notification. On the SupportAssist user interface, you deferred erasing Click the notification to open SupportAssist. your old PC after migrating your data from the old PC to your new PC. During a scheduled scan, an urgent driver update is detected. Click the notification to see the driver details page. For instructions to install driver updates, see Install driver updates. A support request must be created for an issue that is detected during a manually initiated or a scheduled scan. For a hard drive, SSD, battery, keyboard, RAM, mouse, optical drive, or video card, perform one of the following steps: Click Tell me more to view the issue details and create a support request. Click Remind me tomorrow to view the notification later. For other components, perform one of the following steps: Click the notification to view issue details. 16 Getting started with SupportAssist for Home PCs Table 5. Windows action center notifications (continued) Scenario Action Click Remind me tomorrow to view the notification later. A hardware component must be replaced for an issue that is detected during a manually initiated or scheduled scan. For a hard drive, SSD, battery, keyboard, RAM, mouse, optical drive, or video card, perform one of the following steps: Click Replace hardware to view the issue details and create a support request. Click Remind me tomorrow to view the notification later. For other components or if your service plan has expired, perform one of the following steps: Click Tell me more to view the issue details. Click Remind me tomorrow to view the notification later. A support request is automatically created for a hardware issue that is detected during a manually initiated or a scheduled scan. No action required. Potentially unwanted programs (PUPs) are detected during a manually initiated or a scheduled scan. Click the notification to review and remove the PUPs that were detected by the scan. For instructions to remove the PUPs, see Remove potentially unwanted programs. Viruses or malware is detected during a manually initiated scan Click the notification to see the details of the viruses or or a scheduled scan. malware that were detected during the scan. Service plan of the PC is about to expire, or has expired. Click the notification to open SupportAssist. A link to renew the service plan is displayed on the SupportAssist user interface. Status of the support request that is created for your PC was recently updated. NOTE: A notification is not displayed when the support request is closed. Click the notification to open SupportAssist and view the status of the support request online. SupportAssist OS Recovery creates the first restore point on your PC. If your system is eligible for Dell Software Support (DSS) service plan and SupportAssist detects redundant files, network connectivity issues, or virus or malware during a scan. NOTE: The DSS service plan is available for XPS, Alienware, Inspiron, and G Series PCs in the U.S. with an active Basic or expired service plan. Click the notification to view the system repair option on the Troubleshooting page. Click the notification to open SupportAssist. Your PC has an active Premium Support Plus service plan and Click the notification to open SupportAssist. SupportAssist automatically scanned and optimized your PC. A technical support agent initiated a session to remotely scan Click Ok to view the Dell RemoteActions Terms & and install driver updates or scan your PC for hardware issues. Conditions page. NOTE: If a remote session was performed during the last two hours, the terms and conditions are not displayed and the technical support agent can initiate the scans automatically. NOTE: If Windows Focus Assist is enabled on your PC, the notification is not displayed. Banners on SupportAssist Home page When the service plan of your PC is nearing expiry or has expired: A notification is displayed on the SupportAssist user interface. Getting started with SupportAssist for Home PCs 17 A notification is displayed in the Windows action center. A banner is displayed on the SupportAssist Home page. You can renew or upgrade your service plan by using the links that are provided in the notification or banner. For information about the notifications that are displayed on the SupportAssist user interface, see Notifications on SupportAssist user interface. For information about notifications that are displayed in the Windows action center, see Notifications in Windows action center. The following table describes the banners that are displayed on the Home page: Table 6. Banners on SupportAssist Home page Scenario Action If you have purchased Dell Migrate service and Click Yes to go to the Dell Migrate home page. have not migrated your files and settings within 90 days. You have not logged in as an administrator to the Log in as an administrator to migrate your files and settings. PC on which the Dell Migrate service is enabled. 0�60 days before the service plan expires. Click Renew to renew the service plan online. The service plan has expired and is within the renewable period. Click Renew to renew the service plan online. The service plan has expired and is not within the Click Contact Dell to extend or upgrade the service plan. renewable period. NOTE: The online service plan renewal capability is available only in the U.S. Disable SupportAssist notifications Prerequisites You must be logged in as an administrator. About this task You can disable SupportAssist from displaying notifications on your PC. However, SupportAssist still displays notifications about hardware issues and urgent driver updates that are detected during a scan even if you disable the notifications. Steps 1. On the top-right corner of the SupportAssist user interface, click the settings icon, click Settings, and then click Notifications. 2. Clear the I want to receive notifications about hardware and software issues, driver updates, Support Requests, and other alerts for my PC check box and click Save. SupportAssist notifications are disabled and the Home page is displayed. Uninstall SupportAssist Prerequisites The SupportAssist user interface must not be open on the PC. Steps 1. Go to Control panel > Programs > Programs and Features. The Uninstall or change a program page is displayed. 2. Right-click Dell SupportAssist, and click Uninstall. 3. When you are prompted to confirm the uninstallation, click Yes. 18 Getting started with SupportAssist for Home PCs Results Dell SupportAssist is uninstalled. Getting started with SupportAssist for Home PCs 19 3 System reset and repair overview SupportAssist OS Recovery enables you to reset or repair your PC. You can invoke SupportAssist OS Recovery from the SupportAssist for Home PCs user interface. System reset The system reset feature enables you to reset the operating system of your PC. You can either reset the operating system to factory state or install the latest version of the operating system. Depending upon the state of your PC, the following options may be available: Reset to factory settings--install the factory image on your PC to reset the operating system to the state it was in when your PC was shipped from the Dell factory. Reset and update--download and install the most recent operating system on your PC along with the critical drivers and applications. CAUTION: The reset process permanently deletes all data on the hard drive and uninstalls any programs or drivers that you installed on your PC. It is recommended that you back up the data before performing a system reset. NOTE: If SupportAssist is unable to detect the factory image that was installed on your PC, only the Reset and update option is displayed. NOTE: The feature to reset your PC using the Reset and update option is supported only on certain systems. For the list of systems where this feature is supported, see the Dell SupportAssist OS Recovery Support Matrix available on the SupportAssist OS Recovery documentation page. System repair The system repair feature enables you to instantly rollback to a previous point in time on your PC to resolve boot issues or any other performance issues. This feature is automatically enabled on PCs with at least 50 GB of free hard drive space and where SupportAssist OS Recovery is available. If your PC has less than 50 GB of free hard drive space, you can manually enable the feature in SupportAssist or the operating system control panel settings. NOTE: If a critical hardware issue is detected on your PC, the system repair feature is disabled until you create a support request. This feature helps you to instantly restore your PC to a previous point in time. Restoring your PC may help in resolving issues caused by virus or malware infections, registry corruption, system file corruption, issues with operating system patches, or drivers. NOTE: This feature does not completely protect the program files. The non-Dell applications that are installed on your PC may be removed when the PC is restored to a previous restore point. Reset your PC to factory settings Prerequisites You must have administrator rights on the PC. Your PC must be connected to a power outlet. 20 System reset and repair overview About this task The Reset to factory settings option resets your operating system and default applications to the state they were in when your PC was shipped from the Dell factory. Steps 1. Open SupportAssist and go to Troubleshooting > Erase everything and reset my PC to its original state, and then click Reset my PC. 2. Click Yes, reboot. The PC restarts, and the SupportAssist OS Recovery user interface is displayed. Next steps Perform the steps that are provided in the Reset your computer to factory state section in the Dell SupportAssist OS Recovery User's Guide available on the SupportAssist OS Recovery documentation page. Reset your PC and update the operating system Prerequisites Your PC must be connected to a power outlet. Your PC must have an active Internet connection. Steps 1. Open SupportAssist and go to Troubleshooting > Erase everything and reset my PC to its original state, and then click Reset my PC. 2. Click Yes, reboot. The PC restarts, and the SupportAssist OS Recovery user interface is displayed. Next steps Perform the steps that are provided in the Reset your computer and update the operating system section in the Dell SupportAssist OS Recovery User's Guide available on the SupportAssist OS Recovery documentation page. Configure system repair settings Prerequisites SupportAssist OS Recovery 5.1 or later must be available on your PC. About this task Configuring system repair settings enables you to select the amount of hard drive space you want to allocate for storing system repair backups. NOTE: If the amount of free hard drive space available on your PC is less than 12 GB, new system repair backups are not created. Steps 1. Open SupportAssist, click the settings icon, and then click Settings. 2. Click System Repair. The system repair settings are displayed. 3. Select the amount of hard drive space you want to allocate for storing system repair snapshots, for example, 15 GB. 4. Click Save. System reset and repair overview 21 Repair your PC About this task System repair feature enables you to diagnose and troubleshoot common issues that may occur before your PC boots to the operating system. It checks and fixes the partition table, start-up file, and the health of the Windows operating system. Steps 1. Open SupportAssist and go to Troubleshooting > Restore my PC with System Repair, and then click Launch System Repair. 2. Click Yes, restart. The PC restarts , and the SupportAssist OS Recovery user interface is displayed. If the issue is fixed successfully, the Everything's back to normal status is displayed. Click DONE. If the issue cannot be fixed or if the repair is unsuccessful, an error message is displayed. Click RESET OPTIONS to reset the operating system of your PC. See System reset and repair overview. 22 System reset and repair overview 4 Dell Migrate overview Dell Migrate is an on-demand service that enables you to securely migrate your personal files and settings to your Dell PC from any PC running the Windows operating system 8.1 or later. After you migrate your data, you can erase and reset your old PC before you sell, gift, or trade in the PC. To purchase the Dell Migrate service for your PC, go to https://www.dell.com/Migrate. The Migrate service is available only for the Inspiron, G Series, XPS, and Alienware PCs in certain regions. For the list of supported regions, see the Supported locales section in the Dell Migrate User's Guide available on the Dell Data Assistant documentation page. In this document, the term data refers to the files and settings that you want to migrate. The term old PC refers to the PC from which your data is migrated and new PC refers to the Dell PC to which your data is migrated. Dell Migrate enables you to migrate your personal files such as documents, photos, music, videos, and so on. The following table lists the settings that can be migrated: Table 7. Settings that can be migrated using Dell Migrate Type Settings Date and time Additional calendar and clocks User locale Personalization Background File Explorer Options General Folder views Advanced Taskbar Colors Hardware Phone and Modem Fax options and accounts Bookmarks Favorites in Internet Explorer Bookmarks saved in Google Chrome, Mozilla Firefox, and Microsoft Edge version 79 or later User Control Mouse properties Primary and secondary buttons Pointer schemes Keyboard Character repeat delay Character repeat rate Cursor blink rate PC sound Playback Communications Sound theme Gaming Accessibility High contrast Magnifier Color filters Toggle keys, sticky keys, and filter keys settings for keyboard. Dell Migrate overview 23 Migrate data from old to new PC Prerequisites Ensure the following: Dell Migrate service is available for your new PC. For instructions to purchase, go to https://www.dell.com/Migrate. The operating system that is installed on your old PC is Windows 8.1 or later. The operating system that is installed on your new PC is 64-bit Windows 10 RS4 or later. Both the PCs are connected to an electrical outlet. You are logged in to your old and new PCs as an administrator. Both the PCs are connected to the same local network. Sufficient disk space is available on your new PC. The old and the new PCs must have the same system locale. Steps 1. On your old PC, perform the following steps: a. Go to https://www.dell.com/Migrate. b. Download and run Dell Data Assistant.exe. The Dell Data Assistant is installed, and a shortcut is created on your desktop. c. Open Dell Data Assistant and click Let's get started. If your PC is connected to a public network, you are prompted to confirm if you recognize and trust the network and want to continue with the migration. Click Trust Network to continue. Dell Data Assistant checks for your new PC with Dell Migrate that is connected to the same local network. If your new PC is detected, a verification code is displayed. 2. On your new PC, perform the following steps: a. Open SupportAssist and click . b. On the bottom-left corner, click Go now. c. On the Dell Migrate home page, click Let's get started. Dell Migrate checks for your old PC that is connected to the same local network and has Dell Data Assistant running. The Troubleshooting, History, and the Get Support tabs are disabled. d. Enter the verification code that is displayed on your old PC. NOTE: If you have SupportAssist for Home PCs version 3.9 installed on your new PC, you must use only the Dell Data Assistant executable file version 1.1 or later. If the code is verified successfully, your PCs are paired and Dell Data Assistant scans your old PC for the data that can be migrated. NOTE: If you logged in using different user accounts on your old and new PC, you are prompted to confirm if you want to continue. Click Continue to proceed with the migration. During migration, only the data of the user account that is signed in on your old PC is migrated. 3. Perform one of the following steps on your new PC: Click Move everything for me to move all the files and settings from the old PC to the new PC. Click Let me choose what to move to select the files and settings that you want to move, instead of moving everything. NOTE: If you do not have sufficient hard drive space on the primary drive of your new PC to move all the files, the Move everything for me option is not displayed. If available, you must select a different drive with sufficient storage space, or select only the most important files to migrate. 4. By default, all your files and settings are migrated to the primary drive in your new PC. If you have multiple drives in your new PC, perform the following steps to manually select the drive to which you want to migrate the data: a. On the left pane, click Change. b. Select the required drive, and click Apply. NOTE: If you have multiple drives in your old PC and only one drive in your new PC, separate folders are created for each drive in the default location, for example, Migration_D_Drive. 5. Click Migrate now. 24 Dell Migrate overview If any other applications are running on your new PC, you are prompted to close the applications and continue or cancel the migration process. NOTE: Do not close Dell Data Assistant or click Cancel on your old PC while the migration is in progress. 6. After the migration process is complete, perform one of the following steps: If all your data was migrated successfully, click Finish. If some of your data was not migrated, click Show skipped files, review, and select the data that you want to migrate, and then click Retry. 7. Optionally, click to provide your feedback, click about erasing your old PC. to migrate data from another PC or user account, or click to learn 8. Click Close. The Home page is displayed. For more information about Dell Migrate, see the Dell Migrate User's Guide available on the Dell Data Assistant documentation page. Next steps To erase and reset your old PC, click Erase This PC on the Dell Data Assistant user interface. See Erase and reset old PC. Erase and reset old PC Prerequisites Ensure the following: Dell Migrate service is available for your new PC. For instructions to purchase, go to https://www.dell.com/Migrate. The operating system that is installed on your old PC is Windows 8.1 or later. Your old PC is connected to an electrical outlet. You are logged in to your old PC as an administrator. No applications are running on your old PC. BitLocker is disabled on your old PC. Steps 1. If you have already migrated your data to your new PC, perform the following steps on your old PC: a. Open Dell Data Assistant. b. Click Erase this PC. If an external hard drive is connected to your PC, a message is displayed stating that the data in the external hard drive will not be erased. Remove the hard drive and click Proceed to continue. If multiple user accounts are detected on your old PC, you are prompted to confirm if you want to continue to erase and reset your PC. Click Proceed to continue. CAUTION: If you click Proceed without migrating data of other user accounts, the data of those user accounts is also deleted. If an issue is detected in the hard drive, a message is displayed to confirm if you want to continue. Click Proceed to continue. If your PC is compatible with the Dell SupportAssist OS Recovery version 5.3, or later, one of the following reset options is displayed: Reboot to Begin Dell Reset--reboots your PC and displays the Dell SupportAssist OS Recovery user interface. Select the appropriate reset option and follow the instructions on the screen to complete the erase and reset process. Launch Windows Reset--displays the Windows reset options. Select the appropriate option and follow the instructions on the screen to complete the erase and reset process. 2. If you have not migrated your data to your new PC, perform the following steps: a. On your old PC, open Dell Data Assistant and click Let's get started. b. On your new PC, initiate the migration process. For instructions to migrate your data, see Migrate data from old to new PC. 3. If you do not want to erase your old PC now, click Remind Me Later, select the time when you want to receive a notification, and then click Okay. Dell Migrate overview 25 5 Drivers and downloads overview Updating the drivers helps improve PC performance and fix security risks. By default, SupportAssist scans your PC every week to detect updates available for drivers and Dell applications that are installed on your PC. If required, you can configure the frequency in which SupportAssist performs the scan. SupportAssist categorizes the updates based on their severity as Urgent, Security, Recommended, and Optional. NOTE: In this document, the term driver refers to BIOS, drivers, firmware, and Dell applications installed on your PC. Severity categorization of updates SupportAssist categorizes the updates based on their severity as follows: Urgent--updates that must be installed . Security--updates that can prevent potential security threats to your PC Recommended--updates that can improve the performance of your PC. Optional NOTE: If an urgent or recommended update is available, a notification is displayed. For information about the types of notifications that are displayed by SupportAssist, see Notifications. Install driver updates Prerequisites You must be logged in as an administrator. About this task SupportAssist scans your PC and proactively suggests updates available for your PC drivers and Dell applications. Before installing a driver update, SupportAssist automatically creates a restore point. You can use the restore point to uninstall the driver update and return the PC to its previous state. At a given time period, SupportAssist can retain only three restore points. If a new restore point must be created, the oldest restore point is automatically removed. NOTE: If you install a newer version of BIOS available for your PC, you cannot uninstall the update. NOTE: In a Windows operating system, by default, the restore point creation setting is disabled. To enable SupportAssist to create a restore point, you must enable the restore point creation settings in Windows. Steps 1. Open SupportAssist and click . 2. On the Get Drivers & Downloads tile, click Run. If updates are available for your PC, the update type and the number of available updates are displayed on the Get Drivers & Downloads tile. If SupportAssist cannot detect updates available for your PC, a message is displayed. 3. Click Update Now. The drivers page is displayed. 4. Select the updates that you want to install and click Install. NOTE: Certain driver updates must be installed along with one or more other drivers to function correctly. You must select all those dependent drivers and then click Install. For updates that are automatically installed, and Done status are displayed in the Status column. 26 Drivers and downloads overview If the update must be manually installed, an Install link is displayed in the Status column after the download is complete. To install the update, click Install. NOTE: You may have to restart your PC to complete the installation of certain drivers. 5. Click Finish. The Home page is displayed. The number of drivers that are installed is displayed on the Home page and History page. 6. If an update requires restart, click Restart Now to restart the PC immediately. You are prompted to save your files and close all applications before you restart. 7. Click Restart. The PC restarts automatically to complete the installation. Uninstall driver updates Prerequisites You must be logged in as an administrator. About this task If you encounter problems with your PC after updating a driver, uninstall the update and return the PC to its previous state. Steps 1. Open SupportAssist and click History. 2. On the History page, click the required Restore System link. A message is displayed stating that the PC will be restored to the state when the restore point was created. 3. Click Restore. The PC restarts automatically to uninstall the update. Get Drivers and Downloads tile notifications The following table describes the different status notifications that are displayed on the Get Drivers & Downloads tile: Table 8. Get Drivers & Downloads tile notifications Tile icon Update type Optional or no update available Recommended Urgent or Security Description No update is available or an optional update is available. Only recommended type of updates are available. Only urgent, security, or multiple types of updates are available. Drivers and downloads overview 27 6 Scanning PC hardware Running a hardware scan enables you to detect hardware issues on your PC. By default, SupportAssist scans your PC hardware once a month to detect hardware issues. You can also manually perform one of the following to identify a hardware issue: Scan a specific hardware component Run a quick hardware scan Run a stress test NOTE: If SupportAssist is minimized and an issue is detected during a scan, a notification is displayed on the Scan Hardware tile. The notification is retained on the tile for up to seven days. If you do not create a support request for the issue within seven days, the notification is removed. For certain hardware issues, the issue title is displayed above the tiles and a notification is displayed on the Scan Hardware tile. The notification that is displayed on the tile depends on the severity of the issue. The following table describes the different status notifications that are displayed on the Scan Hardware tile when an issue is detected during a quick hardware scan or a stress test on the PC: Table 9. Scan Hardware tile notifications PC icon Status Normal Description No hardware issues have been detected. Warning If a warning type issue is detected, the PC optimization tiles are disabled. To enable the tiles, click OK. A hardware issue has been detected in some component, other than the memory module or hard drives. Critical If a critical hardware issue is detected, the PC optimization tiles are disabled until you create a support request. A hardware issue has been detected in the memory module or hard drives. Scan a specific hardware component Prerequisites You must be logged in as an administrator. About this task SupportAssist enables you to scan a specific hardware component that is installed in your PC. The steps to run a scan depend on the hardware component that you select. The following steps are applicable for scanning the hard drive. Steps 1. Open SupportAssist and click the Troubleshooting tab. 2. Click I want to troubleshoot my PC and click I want to check a specific piece of hardware. The list of hardware components that are available in your PC is displayed. NOTE: To update the list of hardware components that is displayed, click Refresh hardware link. 3. In the Storage Devices section, click Hard Drive. 4. Select the test type, and click Run Test. 28 Scanning PC hardware Results If no issue is detected, Passed status and are displayed. If an issue is detected and it does not require creating a support request, Failed status and are displayed. If an issue is detected and requires creating a support request, the issue details page is displayed. For instructions to create a support request, see Create a support request for an issue detected by a scan. Run a quick hardware scan Prerequisites You must be logged in as an administrator. About this task A quick scan on your PC detects issues in hardware components such as the hard drive, processor, memory module, and so on. Steps 1. Open SupportAssist and click . 2. On the Scan Hardware tile, click Run. Results If no issue is detected, a notification is displayed on the tile. If an issue is detected and it requires creating a support request, the optimization tiles are disabled and the issue details page is displayed. For instructions to create a support request, see Create a support request for an issue detected by a scan. If an issue is detected and it does not require creating a support request, the issue title is displayed above the tiles, a notification is displayed on the Scan Hardware tile, and the optimization tiles are disabled. To enable the tiles, click OK. Run a stress test Prerequisites You must be logged in as an administrator. About this task A stress test detects issues in components such as the PC board, optical drives, and camera. It also detects issues in components scanned during a quick scan. CAUTION: During a stress test, you can see flashes on your screen and you may not be able to use your PC. Steps 1. Open SupportAssist and click the Troubleshooting tab. 2. Click I want to troubleshoot my PC and then click I want to scan my entire PC. 3. Click Start. A message is displayed prompting you to save your files and to close all applications. 4. After you save your files and close all the applications, click OK to run the test. During the test, the name of the task that is running is displayed above the tiles and the scan progress is displayed on the Scan Hardware tile. Results If no issue is detected, a notification is displayed on the tile. If an issue is detected and requires creating a support request, the optimization tiles are disabled and the issue details page is displayed. For instructions to create a support request, see Create a support request for an issue detected by a scan. Scanning PC hardware 29 If an issue is detected and does not require creating a support request, the issue title is displayed above the tiles, a notification is displayed on the Scan Hardware tile, and the optimization tiles are disabled. To enable the tiles, click OK. 30 Scanning PC hardware 7 Optimizing your PC SupportAssist helps you optimize your PC by running a series of diagnostics to identify modifications to files and settings of your PC. SupportAssist optimizations improve your PC speed, storage space availability, and PC stability by: Cleaning temporary files Tuning PC performance Optimizing network Removing viruses, malware, and potentially unwanted programs (PUPs) Clean files About this task SupportAssist removes redundant files, temporary folders, and other unnecessary clutter from your PC. Steps 1. Open SupportAssist and click . 2. On the Clean Files tile, click Run. During the optimization, the name of task that is running is displayed above the tiles and the progress of scan is displayed on the tile. CAUTION: If you cancel the optimization while it is in progress, the changes that were performed are not reversed. Results The amount of hard drive space that is saved is displayed on the Clean Files tile, the Home page, and the History page. Tune PC performance About this task SupportAssist adjusts the power settings, registry, and memory allocation to maximize your PC processing speed. Steps 1. Open SupportAssist and click . 2. On the Tune Performance tile, click Run. During the optimization, the name of task that is running is displayed above the tiles and the progress of scan is displayed on the tile. CAUTION: If you cancel the optimization while it is in progress, the changes that were performed are not reversed. Results After the optimization is complete, a notification is displayed on the tile. Optimizing your PC 31 Optimize network About this task SupportAssist updates your PC settings to keep your network efficient and reliable. Steps 1. Open SupportAssist and click . 2. On the Optimize Network tile, click Run. During the optimization, the name of task that is running is displayed above the tiles and the progress of scan is displayed on the tile. CAUTION: If you cancel the optimization while it is in progress, the changes that were performed are not reversed. Results After the optimization is complete, a notification is displayed on the tile. Remove viruses and malware About this task SupportAssist isolates and removes the files that are infected by viruses and malware to keep your PC secure. It also detects potentially unwanted programs (PUPs) installed on your PC. NOTE: The virus and malware removal capability is available for PCs with an active ProSupport Plus, Premium Support Plus, or Dell Software Support service plan. NOTE: The virus and malware removal capability is available for PCs with an active ProSupport Plus or Premium Support Plus service plan. NOTE: The virus and malware removal capability is not available in certain regions, for example, China. Steps 1. Open SupportAssist and click . 2. On the Remove Viruses & Malware tile, click Run. During the optimization, the name of task that is running is displayed above the tiles and the progress of scan is displayed on the tile. CAUTION: If you cancel the optimization while it is in progress, the changes that were performed are not reversed. Results The number of viruses and malware that are removed is displayed on the Remove Viruses & Malware tile, Home page, and on the History page. If PUPs are detected on the PC, the number of PUPs that are detected is displayed on the Remove Viruses & Malware tile. For instructions to remove PUPs, see Remove potentially unwanted programs. Remove potentially unwanted programs Prerequisites You must be logged in as an administrator. 32 Optimizing your PC About this task Potentially unwanted programs (PUPs) are programs that are installed in the background when you install an application. PUPs reduce your PC performance or display unwanted advertisements. SupportAssist detects PUPs on your PC through a manually initiated or automated virus and malware scan. If PUPs are detected, the Remove Viruses & Malware tile icon is displayed in red color and the number of PUPs that were detected is displayed on the tile. You can review and remove the PUPs that were detected on your PC. NOTE: If PUPs are detected during an automated scan, a notification is displayed. For information about the types of notifications that are displayed by SupportAssist, see Notifications. Steps 1. Open SupportAssist. 2. On the Remove Viruses & Malware tile, click View. The PUPs details page is displayed. NOTE: By default, all the PUPs are selected. You can review and clear the selections of the PUPs that you do not want to remove from the PC. 3. Optionally, to view more information about a PUP, click the Click here for more details link. 4. Click Remove and then click Confirm. The selected PUPs are removed from the PC. 5. Click OK. Results The number of PUPs that are removed is displayed on the Home page and the History page. Run all PC scans and optimizations About this task Initiate a complete PC scan to identify hardware issues, required optimizations, and identify updates to drivers or Dell applications that are installed on your PC. Steps 1. Perform one of the following: Open SupportAssist and click Start Now. Open SupportAssist, click , and then click Run all. During the optimization, the name of task that is running is displayed above the tiles and the progress of scan is displayed on the tile. CAUTION: If you cancel the optimization while it is in progress, the changes that were performed are not reversed. If no issue is detected and there are no updates, a message is displayed on each tile. The amount of hard drive space that is saved, and the number of viruses or malware that is removed are displayed on the Home page. If driver or application updates are detected during the scan, the update type and the number of available updates are displayed on the Get Drivers & Downloads tile. For instructions to install these updates, see Install driver updates. If a hardware issue is detected and it requires creating a support request, the issue details page is displayed. For instructions to create a support request, see Create a support request for an issue detected by a scan. If an issue is detected and it does not require creating a support request, the issue title is displayed above the tiles and a notification is displayed on the Scan Hardware tile after all the scans are complete. NOTE: The type of notification depends on the severity of the hardware issue. For information about the types of notifications that are displayed by SupportAssist, see Notifications. To hide the issue notification, click OK. If potentially unwanted programs (PUPs) are detected, a notification is displayed on the Remove Viruses & Malware tile. For instructions to remove PUPs, see Remove potentially unwanted programs. NOTE: The details of the scans and optimizations that are performed on your PC are displayed on the History page. 2. If the issue persists, click Still Need Help to manually create a support request. Optimizing your PC 33 NOTE: The manual support request creation capability is applicable only for PCs with an active Premium Support, ProSupport, Premium Support Plus, or ProSupport Plus service plan. The support request page is displayed. For instructions to manually create a support request, see Manually create a support request. 34 Optimizing your PC 8 Virtual assistant overview Use the virtual assistant from any page to troubleshoot PC issues such as slow performance and hardware issues or chat with a Dell technical support agent. To troubleshoot an issue, the virtual assistant may prompt you to update your drivers, run optimizations, or create a support request, if necessary. Using the keywords or phrases you enter in the chat, the virtual assistant understands your intent and provides links to knowledge base articles, video tutorials, or provides troubleshooting instructions. If it is unable to understand your intent, it displays various categories of issues that may occur on your PC. When you select an issue category, the associated resolution or troubleshooting links are displayed. If the issue is not understood or resolved, you are redirected to a Dell technical support agent. You can view the past chat transcripts, details of actions that were performed, and check the support request status on the History page. NOTE: Currently, virtual assistant is available only in certain regions and languages. You can troubleshoot the following PC issues or components: Audio issues Adapter Battery Display Fan noise Microphone Microsoft Office activation PC performance To use the virtual assistant, click Start chat. displayed in the bottom-right corner of the SupportAssist user interface, and then click Virtual assistant overview 35 9 Creating a support request SupportAssist helps you proactively and periodically monitor your PC for hardware or software issues. If an issue is detected on your PC, SupportAssist enables you to create a support request with Dell technical support. Depending on the service plan of your PC, SupportAssist may also automatically create a support request for the issue. NOTE: The automatic support request creation capability is not available for PCs with an expired warranty. Create a support request for an issue detected by a scan Prerequisites On PCs with operating system build number 16299 or later, you must have administrator rights on the PC. For steps to see the build number of the operating system installed on your PC, see Frequently asked questions. About this task If a support request must be created for an issue that is detected during a manually initiated or an automated scan the PC optimization tiles and the links to troubleshoot hardware issues are disabled on the Troubleshooting page. If the SupportAssist user interface is minimized during the scan, a notification is displayed on the Scan Hardware tile. If the SupportAssist user interface is open, the issue details page is displayed. Steps 1. Open SupportAssist. 2. Click Fix Now. NOTE: If you do not have administrator rights on the PC and a SupportAssist profile is not created, a message is displayed. You must sign in to the PC as an administrator, create a profile, and then try again. NOTE: If is displayed on the tile, click OK and create the support request later. If you click OK, the PC optimization tiles and the links in the Troubleshooting page are enabled. The issue details page is displayed. NOTE: For XPS, Inspiron, and Alienware PCs in certain regions with an expired service plan, a link to purchase the hardware component is displayed. 3. Click Next. If SupportAssist is unable to connect to the Internet, a message is displayed. Click the troubleshooting links displayed below the message to fix the issue and try again. If you have not created a SupportAssist profile, the Dell My Account Sign In page is displayed. To continue, create a SupportAssist profile and click Finish. If you have already created a SupportAssist profile, the contact information and shipping address are displayed. To update the contact information and shipping address, click Edit, make the necessary updates, and then click Finish. NOTE: If you do not have administrator rights on the PC, you cannot edit the contact information and shipping address. 4. On the issue summary page, click Done. NOTE: You can view the details and track the status of the support request on the History page. The tiles view of the Home page is displayed, and the Support Request Open status is displayed on the Scan Hardware tile. 36 Creating a support request Manually create a support request About this task Depending on the service plan of your PC, you can manually create a support request for issues that are not detected by SupportAssist. For information about the SupportAssist capabilities for different service plans, see SupportAssist capabilities and Dell service plans. Steps 1. Open SupportAssist and click the Get Support tab. 2. Click Open a Support Request. If the SupportAssist scans and optimizations are not performed in the last 24 hours, all the scans are automatically initiated. If an issue is detected on your PC, the scan is stopped and the issue details page is displayed. For instructions to create a support request, see Create a support request for an issue detected by a scan. If the SupportAssist scans and optimizations are performed in the last 24 hours, the support request page is displayed. If a notification for a hardware issue is already displayed on the Home page, the issue details page is displayed. For instructions to create a support request, see Create a support request for an issue detected by a scan. If you do not have administrator rights on the PC and a SupportAssist profile is not created, a message is displayed. You must sign in to PC as an administrator, create a profile, and then try again. 3. If the support request page is displayed: a. From the Select a category list, select an issue category. b. Enter the description of the issue. c. Click Next. If you have not created a SupportAssist profile, the Dell My Account Sign In page is displayed. To continue, create a SupportAssist profile and click Finish. If you have already created a SupportAssist profile, the contact information and shipping address are displayed. To update the contact information and shipping address, click Edit, make the necessary updates, and then click Finish. NOTE: If you do not have administrator rights on the PC, you cannot edit the contact information and shipping address. 4. On the issue summary page, click Done. NOTE: You can view the details and track the status of the support request on the History page. The tiles view of the Home page is displayed, and the Support Request Open status is displayed on the Scan Hardware tile. Issue details page The following table describes the information displayed on the issue details page: Table 10. Issue details page Information Service Tag Warranty Issue Solution I would like onsite support NOTE: This option is available only in certain regions and is displayed only for PCs with an active Premium Support, Premium Support Plus, ProSupport, or ProSupport Plus service plan. Description The unique identifier of the PC. The Service Tag is an alphanumeric identifier. The service plan and its expiry date. The details of the issue for which the support request is created. The recommended solution. Select this check box if you want a Dell support technician to visit your site to replace the part. Creating a support request 37 Issue summary page The following table describes the information that is displayed on the issue summary page: Table 11. Issue summary page Information Service Tag Warranty Issue Support Request # Description The unique identifier of the PC. The Service Tag is an alphanumeric identifier. The service plan and its expiry date. The details of the issue for which the support request is created. The support request number for the issue. Dispatchable parts When SupportAssist detects an issue on your PC, a replacement part may be automatically dispatched to you depending on your PC service plan. The following parts may be dispatched automatically: Hard drive Memory module Optical drive Keyboard Mouse Battery Video card 38 Creating a support request 10 Troubleshooting overview The Troubleshooting page enables you to troubleshoot issues with network connectivity and PC performance. It also enables you to scan your PC for hardware issues and provides links to video tutorials to troubleshoot common hardware and software issues. The troubleshooting links enabled for you depends on your user account type. For instructions to know your user account type, see the operating system documentation at https://support.microsoft.com/. NOTE: If a hardware issue is detected or a support request is created for a hardware issue, the links to troubleshoot hardware issues are disabled. If your PC is running the 64-bit Windows 10 RS4 or later version of operating system, the Troubleshooting page also enables you to set up the following: Microsoft Office account Automatic Windows updates Email account Printer Browser home page Desktop wallpaper Automatic application updates, Live Tile, and Video Autoplay settings in Microsoft Store Troubleshooting overview 39 11 History overview The History page displays information about the SupportAssist activities and events such as software optimizations, troubleshooting tasks, driver updates, hardware scans, virtual assistant conversation, and so on. The information for the activities performed in the last 90 days in a chronological order. The History page displays links to view the transcripts of your chat conversations with the virtual assistant and to check the status of your support requests online. The restore point links created during driver updates are also displayed. By default, information about events and activities that were performed in the current week are displayed. You can view the details for a specific day or an entire month. Use the Select History View list to view details of a particular type of event or activity. Depending on the service plan of your PC, the number of driver updates that are installed, hard drive space that was saved, and number of viruses or malware that was deleted are displayed. 40 History overview 12 Getting support SupportAssist enables you to contact Dell technical support agents through phone, chat, or social media. The Get Support page lists the help and support options available for your PC. The help and support options that you can access depend on the service plan of your PC and your region. For information about the help and support options available for various service plans, see SupportAssist capabilities and Dell service plans. NOTE: If Internet connectivity is not available, only the Dell technical support contact numbers for your region are displayed. The following table describes the help and support options that are displayed on the Get Support page: Table 12. Get Support page Feature Carry-in Service Locator1 Call us1 Connect with Social Media Open a Support Request Let us work on your PC remotely Send files to Tech Support More Dell.com resources Description Find the nearest Dell authorized carry-in service center based on ZIP or postal code, city, or state. Depending on your region, contact Dell technical support using the displayed contact numbers. Contact Dell technical support through social media platforms such as WeChat, WhatsApp, Facebook Messenger, or Line depending on your region. Manually create a support request for a hardware or software issue. For instructions to create a support request, see Manually create a support request. Allow a technical support agent to remotely access and control your PC to troubleshoot issues. For instructions to start a session, see Allow remote troubleshooting by using RemoteAssist. Send files to Dell technical support describing the issue on your PC or send files that a technical support agent requests for. NOTE: The maximum size of the file that you can send is 4 MB. For information about sending files to Dell technical support, see Send files to Dell technical support. For information about sending PC activity log file to Dell technical support, see Send log files to Dell technical support. Click the link to view more information applicable for your PC. 1 This information is always displayed in the language applicable for the country or region in which the PC was purchased. The virtual assistant enables you to troubleshoot your PC, perform optimizations, or chat with a Dell technical support agent. To use the virtual assistant, click chat. displayed in the bottom-right corner of the SupportAssist user interface, and then click Start NOTE: Currently, virtual assistant is available only in certain regions and languages. Getting support 41 Send files to Dell technical support About this task If requested by a Dell technical support agent, you can send files describing the issue on your PC or any other specific file that is requested by the support agent. You can send a ZIP, RAR, TXT, JPG, JPEG, PNG, GIF, DOCX, DOC, ODT, PDF, XLS, or XLSX file. NOTE: The maximum size of the file that you can send is 4 MB. NOTE: You can send up to three files in a day. If you have multiple files, compress the files to .zip format and send the ZIP file. Steps 1. Open SupportAssist and click the Get Support tab. 2. In the right pane, click Upload Files. 3. In the Upload files box, click Browse, select the required file, and then click Upload. Results After the file is sent, and the File uploaded successfully message are displayed. Send log files to Dell technical support About this task Send the PC activity log files to Dell technical support if requested by the Dell technical support agent. Steps 1. Open SupportAssist and click the Get Support tab. 2. In the right pane, click Upload log file. Results After the file is sent, and the File uploaded successfully message are displayed. Remote troubleshooting A Dell technical support agent may need access to your PC to troubleshoot certain issues. You can either allow them to fully control your PC remotely or allow them to only initiate the scans remotely. If you do not provide them full control over your PC, the technical support agent can only scan and install driver updates, or initiate a hardware scan. To allow the Dell technical support agent to fully control your PC remotely, see Allow remote troubleshooting by using RemoteAssist. To allow the Dell technical support agent to only run scans and initiate driver updates on your PC, see Allow remote troubleshooting by using Remote help. Allow remote troubleshooting by using RemoteAssist Prerequisites You must be logged in as an administrator. A remote session must be initiated for your PC by the Dell technical support agent. NOTE: If a manually initiated driver scan, hardware scan, or system optimization is in progress, the technical support agent cannot initiate the remote session. 42 Getting support Steps 1. Open SupportAssist and click the Get Support tab. 2. On the right pane, click Start a remote session. 3. Read and accept the terms and conditions that are displayed on the Dell RemoteAssist Terms & Conditions page, and then click Finish. The technical support agent can now access and troubleshoot your PC remotely. Allow remote troubleshooting by using Remote help Prerequisites You must be logged in as an administrator. A remote help session must be initiated for your PC by the Dell technical support agent. You must not be using any application on your PC in full screen mode or presentation mode. SupportAssist notifications should not be disabled. NOTE: If a manually initiated driver scan, hardware scan, or system optimization is in progress, the technical support agent cannot initiate the remote help session. Steps 1. Click the Remote help via TechSupport notification that is displayed in the Windows action center. The Dell RemoteActions Terms & Conditions page is displayed. The terms and conditions are not displayed if a session was performed during the last two hours. 2. Read and accept the terms and conditions, and then click Next. The technical support agent can now scan and install driver updates or initiate a hardware scan. If an issue is detected and it requires creating a support request, the optimization tiles are disabled and the issue details page is displayed. For instructions to create a support request, see Create a support request for an issue detected by a scan. Getting support 43 13 Provide feedback When you close the SupportAssist user interface after completing an activity, a survey option to provide feedback on your overall experience with Supportassist for Home PCs is displayed. NOTE: The survey option for providing feedback is currently available only on certain PC models and in certain regions. Your feedback remains confidential and helps Dell to make product improvements. You can provide your feedback after you perform one of the following activities in the SupportAssist user interface: PC scan PC optimization Installation of an update PC troubleshooting If you want to skip the survey, either click Maybe next time, or close the SupportAssist customer survey window. If you click Maybe next time, the survey option is not displayed for the next 15 days. To provide your rating in the survey, select the number of stars, and then click Send. If you provide a rating of three or less stars, an option to provide improvement suggestions is displayed. Enter your improvement ideas in the Tell us how can we improve this experience for you box, and then click Send. After you have completed the survey once, an option to provide survey rating again is available only after 90 days when you complete any of the previously mentioned activities in the SupportAssist user interface again. 44 Provide feedback 14 Frequently asked questions 1. How can I identify the build number of the operating system that is installed on my PC? Perform the following steps: a. Search and open the Run application. b. Enter winver and click OK. The operating system build number is displayed, for example, OS Build 15063.1266. 2. How can I check if SupportAssist is installed on my PC? To verify if SupportAssist is installed, perform the following steps: a. Go to Control Panel > Programs > Programs and Features. b. In the list of programs, verify if Dell SupportAssist is present. If Dell SupportAssist is not in the list of programs, you must manually install SupportAssist. See Install SupportAssist for Home PCs. 3. How can I disable SupportAssist notifications? For instructions to disable SupportAssist notifications, see Disable SupportAssist notifications. 4. Can I schedule a hardware scan? Yes, you can schedule a hardware scan. For instructions to schedule a hardware scan, see Schedule automatic scans and optimizations. 5. How can I edit my contact and shipping information? For instructions to update your contact and shipping information, see Update contact and shipping information. 6. I accidentally canceled a notification about a failure. How and where do I get the notification again to view details about the failure? If you cancel a notification, it will be displayed again after six hours or when you restart the PC. 7. Can I change the contact information and shipping details while creating a support request? Yes, you can change the contact information and shipping details while creating a support request. 8. Why should I enter my shipping details for an issue with a nondispatchable part? After analysis, if a hardware failure is identified as the root cause of the issue, the shipping address is used to ship a replacement part to you. If you had entered your shipping address while registering SupportAssist, your shipping address is automatically retrieved before you submit an issue. 9. What are the languages that the SupportAssist user interface supports? The SupportAssist user interface supports 24 languages. The supported languages are Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, French Canadian, German, Greek, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (Brazilian), Russian, Spanish, Swedish, and Turkish. For instructions to change your language setting, see Change language setting. 10. I have installed SupportAssist on my PC, but I am unable to open it. What could be the reason? SupportAssist requires the port number 5700 to open the SupportAssist interface. If any other application uses this port, SupportAssist does not open in your PC. Ensure that no other application is using this port and then retry opening SupportAssist. 11. How can I check if any other application is using the 5700 port? Perform the following steps: a. Search and open the Services application. b. In the right pane, click Dell SupportAssist. c. In the left pane, click Stop. d. From the programs menu, search and open the Command Prompt application. e. Type netstat -a -v | findstr /C:"5700" and press Enter. Frequently asked questions 45 If no application uses the 5700 port, no result is displayed. If any other application uses the 5700 port, the port number and LISTENING status are displayed. f. Restart the Dell SupportAssist service. 12. It is taking a long time to open SupportAssist. What should I do? If it is taking a long time to open SupportAssist, you must restart the SupportAssist service. Perform the following steps: a. Search and open the Services application. b. In the right pane, click Dell SupportAssist. c. In the left pane, click Stop and click Restart. 13. I am facing a hardware issue on my PC. Why is it undetected by SupportAssist? If no hardware issue is detected, ensure that the SupportAssist services are running on the PC. To verify if the SupportAssist services are running: a. Search and open the Services application. b. Verify if Running status is displayed for the following services on your PC: Dell Data Vault Collector Dell Data Vault Processor Dell Data Vault Service API Dell SupportAssist Dell Hardware Support Dell Client Management Service 14. Where can I check details of the optimizations that were performed on my PC during a scheduled or manually initiated optimization? SupportAssist retains the details of all the events and activities that were performed in the last 90 days. You can view the details for a month, week, or a specific day on the History page. 15. Why does SupportAssist take more time to perform the optimizations than the duration specified on the tiles? The time that is displayed on the PC optimization tiles is only an estimate based on your PC configuration. The actual time required to perform the optimizations may differ from the estimate. 16. When I click Start DellConnect Session and accept the terms and conditions, the support agent is unable to access my PC remotely. What should I do? Request the support agent to disconnect the current session and initiate a new DellConnect session. 17. When I click Start Session, why is a message displayed stating that there is no active Dell RemoteAssist session? You can start a Dell RemoteAssist session only after it is initiated by a Dell technical support agent. To avoid this error, click Start Session after the session is initiated. 18. When I hover over the Service Tag or PC model number, Unknown Warranty is displayed. Why? Unknown Warranty could be displayed because of one of the following reasons: SupportAssist is not connected to the Internet. Go to the Troubleshooting page for steps to troubleshoot your Internet connection. Your PC connects to the Internet through a proxy server. Ensure that you have configured the proxy settings in SupportAssist. See Configure Internet settings. Your PC may not have a valid warranty. Contact Dell technical support for help. 19. During optimization, SupportAssist stopped working. What should I do? Close and reopen SupportAssist and then try to run the optimization again. If the issue persists, perform the following steps: a. Search and open the Services application. b. In the right pane, click Dell SupportAssist. c. In the left pane, click Stop and click Restart. 20. I am not receiving notifications for driver updates. What should I do? If your service plan has expired, SupportAssist does not display notifications for driver updates available for your PC. You must renew your service plan to receive notifications about driver updates. 21. Can I update the BIOS on a BitLocker enabled PC? It is recommended that you disable the BitLocker encryption on the PC before updating the BIOS. 22. When I perform a hardware scan, the scan result is displayed as Misconfigured on the History page. But, there is no notification that is displayed on the Scan Hardware tile. Why? 46 Frequently asked questions If SupportAssist could not scan a component during the hardware scan, the Misconfigured status is displayed. Hence, no notification is displayed on the Scan Hardware tile. SupportAssist scans the component again during the next manually initiated or automated scan. 23. Where can I view the summary of the files and settings that were migrated using Dell Migrate? To view the files and settings that were migrated in the last session, go to the Dell Migrate home page and click View Summary. You can also view the summary of all the files and settings that were migrated during the last 90 days on the History page. 24. Why does Dell Data Assistant prompt me to use Windows Reset when I have Dell SupportAssist OS Reovery installed on my PC? Dell Data Assistant prompts you to erase your PC using Dell Reset only if Dell SupportAssist OS Recovery version 5.3 or later is installed on your PC. If an earlier version of Dell SupportAssist OS Recovery is installed on your PC, you are prompted to use Windows Reset. 25. During data migration, I get "We can't complete your migration" error. What could be the reason? You may be using an outdated version of Dell Data Assistant. Download latest version from https://www.dell.com/Migrate and retry migration. Ensure that SupportAssist is also running the latest version. 26. Why does the migration progress halt after a certain percentage? This could be due to insufficient access permissions on certain user files. Ensure that you are logged in to the PC as an administrator and that the files that you are trying to migrate do not belong to any other user profile. 27. Data migration fails with "This PC isn't connected to a network" error. What could be the reason? You may encounter this error if the network disconnects while the migration is in progress. To fix the network issues and retry migration, see the Troubleshooting network disconnect issues during migration section in the Dell Migrate User's Guide available on the Dell Data Assistant documentation page. 28. I currently have 3.9.2 version of SupportAssist running on my PC. Why am I not able to update to the latest version? You might be running an operating system version which is Windows 10 RS3 or earlier. To update supportAssist version to 3.10 or later, you must first upgrade the operating system version to Windows 10 RS4 or later. Frequently asked questions 47 15 SupportAssist for Home PCs resources This section lists the documentation resources and other useful links that provide more information about SupportAssist for Home PCs. Table 13. SupportAssist for Home PCs resources Contents Resource Minimum requirements, installation, and SupportAssist for Home PCs Version product features 3.10.1 User's Guide Go to SupportAssist for Home PCs manuals New features, enhancements, known issues, and limitations in the release SupportAssist for Home PCs Version 3.10.1 Release Notes Video tutorials to learn about the SupportAssist for Home PCs playlist features of SupportAssist for Home PCs YouTube Peer-to-peer questions about SupportAssist for Home PCs Community forum SupportAssist for Home PCs community 48 SupportAssist for Home PCs resources 16 Contact Dell Dell provides several online and telephone-based support and service options. Availability varies by country or region and product, and some services may not be available in your area. If you do not have an active Internet connection, you can find contact information in your purchase invoice, packing slip, bill, or Dell product catalog. Steps 1. To contact Dell for sales, technical support, or customer service issues, perform the following steps: a. Go to https://www.dell.com/support. b. Select your country or region in the selection list at the bottom of the page. c. Click Contact Support and select the appropriate support link. 2. To find manuals and documents, perform the following steps: a. Go to https://www.dell.com/support. b. Click Browse all products. c. Select the appropriate product category and then select the desired product. d. To view or download the manuals and documents, click the Documentation tab. You can also directly access the manuals and documents for Serviceability Tools from https://www.dell.com/ serviceabilitytools. Contact Dell 49