Users Guide

Troubleshooting

The following sections describe procedures you can use to troubleshoot Dell SupportAssist issues

Topics:

• Installing SupportAssist

• Registration problem

• Ensuring successful communication between the SupportAssist application and the SupportAssist server

• Verifying the installation of the collection components

• Launching SupportAssist

• Services

• Collection error

• Collection upload error

• Security

• Troubleshooting SSL connection failure

• Service contract

• Service Tag warnings

Installing SupportAssist

SupportAssist installation requires elevated Microsoft User Authentication (UAC) privileges, and may fail if you attempt to install

by double-clicking on the installer executable. If this occurs, install SupportAssist as follows:

1. Right-click the installer executable.

2. Select Run as administrator.

NOTE:

SupportAssist installation requires that you allow Dell to save certain Personally Identifiable Information (PII)

such as your contact information and local administrator credentials, and so on. SupportAssist installation cannot

proceed unless you allow Dell to save your PII.

Registration problem

The SupportAssist Setup Wizard guides you through the registration of SupportAssist. If the registration is successful:

● A registration confirmation e-mail is sent to your primary contact.

●

The Registration ID value is displayed in the SupportAssist Help > About window.

Registration problem occurs if the SupportAssist application has problems communicating with the SupportAssist server hosted

by Dell. To resolve the communication problems, see Ensuring Successful Communication Between The SupportAssist

Application And The SupportAssist Server.

Ensuring successful communication between the

SupportAssist application and the SupportAssist

server

The SupportAssist application installed on the management server must be able to communicate with the SupportAssist server

hosted by Dell to:

● Automatically create a support case if there is a problem with a device in your environment.

40 Troubleshooting