DEEL 3660 Business PCs with Windows OS User Guide

DEEL 3660 Business PCs with Windows OS

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.

Introduction

SupportAssist is a technology that provides automated technical support for your Dell PCs 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 for your IT administrators with Dell Technical support. SupportAssist also enables you to manually update drivers, scan the hardware, and optimize your PC.

SupportAssist for business PCs complies with Web Content Accessibility Guidelines (WCAG) 2.1.

SupportAssist is configured and deployed on your PC by your IT administrator. You can use only the features that are enabled by your IT administrator for your PC.

Version

3.6.0.56884

Audience

SupportAssist is configured and deployed on your PC by your IT administrator. You can use only the SupportAssist features that are enabled by your IT administrator for your PC. This document is intended for users who have SupportAssist deployed on their PCs and permitted by the IT administrators to use SupportAssist to optimize their PCs.

Document purpose

This document provides information about using SupportAssist deployed on your PC by your IT administrator.

Key features

• Predictive and proactive issue detection.
• Ability to check and install driver updates available for your PC.
• Ability to scan your PC hardware to identity issues, if any.
• Ability to clean temporary files, optimize network connectivity, tune the PC performance, and remove viruses and malware.
• Provision to troubleshoot common PC issues.
• Provision to view details of SupportAssist events and activities that were performed on a particular day, week, or month.
• Ability to access the SupportAssist user interface through a Remote Desktop Protocol (RDP) connection.
• Ability to enable temporary administrator access for the PC users to use SupportAssist.
  NOTE: You can only use the features that are enabled by your IT administrator. Some SupportAssist features available vary depending on the Dell service plan for your PC.

New and enhanced features

• Ability to enable temporary administrator access for the PC users to use SupportAssist.
• Performance enhancements and bug fixes.

Getting started with SupportAssist for Business PCs

You can access the SupportAssist user interface only if it is enabled for your PC by your IT administrator. Also, you can use only the features that are enabled by your IT administrator.

SupportAssist user interface

The SupportAssist user interface contains the following pages:

If your administrator has allowed you to view and run SupportAssist, you can launch SupportAssist using the desktop shortcut icon or from the Windows Start menu. If you delete the desktop shortcut icon, you cannot see the icon but you can still launch SupportAssist the Windows Start menu.

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

To perform a scan or optimization, click .

Depending on your service plan, the following tiles are displayed on the home page:

• Get Drivers & Downloads
• Scan Hardware
• Clean Files
• Tune Performance
• Optimize Network
• Remove Virus & Malware

NOTE: If a critical hardware issue is detected on your PC, all the PC optimization tiles are disabled until a support request is created.

NOTE: If you do not have administrator rights on the PC, you cannot scan the hardware or perform driver updates on your PC.

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 11 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. Open SupportAssist.
2. On the top-right corner of the SupportAssist user interface, click the settings icon, and then click Select language. The languages list is displayed.
3. Select your preferred language.
4. Click Yes to restart SupportAssist in the selected language.
   SupportAssist restarts in the selected language and is displayed next to the selected language.

Notifications in Windows action center

If the IT administrator has allowed you to access the user interface and enabled notifications, SupportAssist displays notifications about hardware and software issues, driver updates, and so on, 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:

Table 1. Windows action center notifications

• Click Run All to run all the scans and optimizations on your PC.
• Click Remind Me Later to view the notification when you open the SupportAssist window after 24 hours.
• Click Cancel to hide the notification.

During a scheduled scan, a security, critical, or recommended update is detected.| Click the notification to see the details about the scan and install the PC updates. See Install driver updates.

NOTE: Ensure that your IT administrator allows you to access the user interface and install driver updates.

During a scheduled scan, viruses, malware, or potentially unwanted programs (PUPs) are detected.| Click the notification to review and remove the viruses, malware, PUPs that were detected during the scan. See Remove virus and malware and Remove potentially unwanted programs.

NOTE: Ensure that your IT administrator allows you to access the user interface and remove viruses and malware from your PC.

Your IT administrator remotely initiates a hardware or software optimization, or a driver update on your PC.| Click the notification to run the scan within 90 seconds. You can defer the scan twice, after which the scan is run automatically.

Scheduled scans

Depending on the interval set by your IT administrator, SupportAssist automatically scans your PC to detect driver updates, hardware issues, and the required system or software optimizations.

Before the scan, a message is displayed to confirm if you want SupportAssist to run the scan. Click Run Later to defer the scan for 24 hours. You can defer the scan twice, after which the scan is run automatically at the next interval.

NOTE: SupportAssist performs a scheduled scan only when the PC battery is sufficiently charged or if the PC is connected to an electrical outlet and is not in use when the scan is initiated.

If a security, critical, or recommended driver update, virus or malware, is detected during the scan, a notification is displayed. See Notifications in Windows action center.

If a hardware issue is detected during the scan, a support request is automatically created. If enabled by your IT administrator, SupportAssist automatically optimizes your PC after the scan depending on the Dell service plan for your PC.

Scans initiated by the administrator

Depending on the settings configured by your IT administrator, SupportAssist automatically initiates a PC scan to detect driver updates, hardware issues, and the required system optimizations.

Before the scan, you are prompted to confirm if you want SupportAssist to scan your PC.

• If you click Run Now, the scans are run instantly.
• If you click Run Later, the scans are deferred for 30 minutes. You can defer the scan twice, after which the scan is run automatically at the next interval.
• If you close the notification or take no action, the scans are run after 90 seconds

The scan notification is not displayed if:

• The PC is in presentation mode.
• Windows notifications center notifications are disabled.
• There is no activity on the PC for 15 minutes.
• The PC is locked or signed out.

Getting drivers and downloads

Updating the drivers helps improve PC performance and fix security risks. Depending on the frequency configured by your IT administrator, SupportAssist scans your PC to detect BIOS, drivers, firmware, and application updates available for your PC.

NOTE: In this document, the term drivers refers to BIOS, drivers, firmware, and applications.

SupportAssist categorizes the PC updates based on their severity as follows:

• Security— updates that can prevent potential security threats to your PC.
• Critical— updates that are necessary to ensure that the PCs are healthy.
• Recommended— updates that can significantly improve the performance of your PC.
• Optional— updates that you can choose to install.

Install driver updates

Prerequisites

• Your IT administrator must allow you to access the user interface and install driver updates.
• You must have administrator rights on the PC.

About this task

SupportAssist scans your PC and proactively suggests the driver updates that are required for your PC. Before installing an update, SupportAssist automatically creates a restore point. When required, you can use the restore point to uninstall the update and restore the PC to its previous state. SupportAssist can retain only three restore points. When a new restore point is created, the oldest restore point is removed.

NOTE: If you install a newer version of BIOS available for your PC, you cannot uninstall the update.
NOTE: By default, the restore point creation setting is disabled in the Windows operating system. To enable SupportAssist to create a restore point, you must enable the restore point creation option in Windows.
NOTE: For BIOS updates, BitLocker encryption must be disabled on your PC. For PCs running SupportAssist for business PCs version 2.2 and later, BitLocker is automatically suspended and enabled after BIOS updates.

Steps

1. Open SupportAssist and click .

2. On the Get Drivers & Downloads tile, click Run.

   • If there are any updates 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.
   The drivers page is displayed.

4. Select the required updates and click Install.
   The updates are installed and a and Done status are displayed in the Status column.
   NOTE: You may have to restart your PC to complete the installation of certain updates.
   NOTE: If an update download is in progress, click  ****to cancel the download. You cannot cancel an update while the installation is in progress.

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 the update requires a restart, restart your PC to complete the installation.

Uninstall driver updates

Prerequisites

• Your IT administrator must allow you to access the user interface and install driver updates.
• You must have administrator rights on the PC.

About this task

If you encounter problems with your PC after updating a driver and if a restore point is available for your PC, you can uninstall the update and restore the PC to its previous state.

Steps

1. Open SupportAssist and click History.

2. On the History page, click the required Restore PC 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 2. Get Drivers & Downloads tile notifications 

Tile icon

| Update type| Description
---|---|---

| Optional or no update available| No update is available or an optional update is available.

| Recommended| Only recommended updates are available.

| Critical or Security| Only critical or security updates are available.

Run all PC scans and optimizations

About this task
You can initiate a complete PC scan to check for PC updates, detect hardware issues, and run the required optimizations that are required for your PC.

Steps

Perform one of the following:

• Open SupportAssist and click Start Now.
• Open SupportAssist, click , and then click Run All.
  CAUTION: If you cancel the optimization while it is in progress, the changes that were applied are not reversed.

After the scan is complete, one of the following is displayed:

• 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 reclaimed, and the number of viruses or malware that are removed are displayed on the Home page and the History page.
• If driver updates are detected during the scan, the update type and the number of updates are displayed on the Get Drivers & Downloads tile. For instructions to install driver updates, see Install driver updates.
• If a hardware issue is detected which requires creating a support request, a support request is automatically created and a notification is sent to your IT administrator.
• If an issue is detected which does not require creating a support request, a message is displayed on the Scan Hardware tile and other optimization tiles are disabled. Click Skip to enable the optimization tiles.
• If potentially unwanted programs (PUPs) are detected, a message is displayed on the Remove Virus & Malware tile. For instructions to remove PUPs, see Remove potentially unwanted programs.

Scanning the PC hardware

Running a hardware scan enables you to detect hardware issues on your PC. SupportAssist scans your PC hardware based on a predefined schedule. You can also manually perform the following to identify a hardware issue:

• Run a quick hardware scan.
• Scan a specific hardware component.
• Scan the entire PC.

NOTE : If an issue is detected during a scan and requires creating a support request, a support request is automatically created depending on your service plan. If SupportAssist is not able to automatically create the support request, the Fix Now option is displayed on the Scan Hardware tile. Click Fix Now to retry creating the support request.

Run a quick hardware scan

Prerequisites

• Your IT administrator must allow you to access the user interface and scan the PC hardware.
• You must have administrator rights on the PC.

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

After the scan is complete, one of the following is displayed:

• If no issue is detected, a message is displayed on the tile.
• If an issue is detected and requires creating a support request, a support request is automatically created depending on your service plan, and a notification is sent to your IT administrator.
• If an issue is detected and does not require creating a support request, a message is displayed on the Scan Hardware tile and other optimization tiles are disabled. Click Skip to enable the optimization tiles.

Scan a specific hardware component

Prerequisites

• Your IT administrator must allow you to access the user interface and scan the PC hardware.
• You must have administrator rights on the PC.

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.

Steps

1. Open SupportAssist and click the Troubleshooting tab.

2. Click I want to check a specific piece of hardware.
   The list of hardware components that are available on your PC is displayed.
   NOTE: Click Refresh PC hardware list to update the list.

3. Click the specific component that you want to test.

Results
After the scan is complete, one of the following is displayed:

• If no issue is detected, Passed status and are displayed.
• If an issue is detected which does not require creating a support request, Failed status and icon are displayed.
• If an issue is detected which requires creating a support request, a support request is automatically created depending on your service plan, and a notification is sent to your IT administrator.

Scan the entire PC

Prerequisites

• Your IT administrator must allow you to access the user interface and scan the PC hardware.
• You must have administrator rights on the PC.

About this task

Scanning an entire PC enables you to detect issues in components such as PC board, optical drives, and camera.
CAUTION: During the scan, you may see flashes on your screen and may not be able to use your PC.

Steps

1. Open SupportAssist and click the Troubleshooting tab.

2. Click I want to scan my entire PC and click Start.
   SupportAssist prompts you to save your files and close all applications.

3. Click OK to run the test.

Results

After the scan is complete, the following may be observed:

• If no issue is detected, a message is displayed on the tile.
• If an issue is detected and requires creating a support request, a support request is automatically created depending on your service plan, and a notification is sent to your IT administrator.
• If an issue is detected and does not require creating a support request, a message is displayed on the Scan Hardware tile and other optimization tiles are disabled. Click Skip to enable the optimization tiles.

Optimizing 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)

For information about the optimizations, hover over each of the tiles.

NOTE : You can run only the optimizations that are enabled by your IT administrator for your PC.

Clean files

Prerequisites

Your IT administrator must allow you to access the user interface and clean files on your PC.

About this task

SupportAssist clears temporary, redundant, and other unwanted files from the PC.

Steps

1. Open SupportAssist and click .
2. On the Clean Files tile, click Run.
   CAUTION: If you cancel the optimization while it is in progress, the changes that were applied are not reversed.

Results

The amount of hard drive space that is reclaimed is displayed on the Clean Files tile, the Home page, and the History page.

Tune PC performance

Prerequisites

Your IT administrator must allow you to access the user interface and tune your PC performance.

About this task

SupportAssist adjusts the power settings, registry, and memory allocation to maximize the processing speed of the PC.

Steps

1. Open SupportAssist and click .
2. On the Tune Performance tile, click Run.
   CAUTION: If you cancel the optimization while it is in progress, the changes that were applied are not reversed.

Results

After the optimization is complete, a notification is displayed above the tile.

Optimize network

Prerequisites

Your IT administrator must allow you to access the user interface and optimize the network.

About this task

SupportAssist updates the PC settings to maintain an efficient and reliable network.

Steps

1. Open SupportAssist and click .
2. On the Optimize Network tile, click Run Now.
   CAUTION: If you cancel the optimization while it is in progress, the changes that were applied are not reversed.

Results
After the optimization is complete, a notification is displayed above the tile.

Remove virus and malware

Prerequisites

• Your IT administrator must allow you to access the user interface and remove viruses and malware from your PC.
• The PC must have an active ProSupport Plus or ProSupport Flex for Client service plan.

About this task

SupportAssist isolates and removes files that are infected by virus and malware to keep your PC secure. It also detects and remove potentially unwanted programs (PUPs) installed on your PC.

NOTE: The virus and malware removal feature is not available in certain regions, for example, China.

Steps

1. Open SupportAssist and click .
2. On the Remove Virus & Malware tile, click Run Now.
   CAUTION: If you cancel the optimization while it is in progress, the changes that were applied are not reversed.

Results

After the optimization is complete, a notification is displayed above the tile.

Remove potentially unwanted programs

Prerequisites

• Your IT administrator must allow you to access the user interface and remove viruses and malware from your PC.
• The PC must have an active ProSupport Plus or ProSupport Flex for Client service plan.

About this task

Potentially unwanted programs (PUPs) are programs that are installed in the background when you install an application. PUPs reduce the PC performance or display unwanted advertisements.

SupportAssist detects PUPs present on your PC during a manually initiated or automated virus and malware scan. If PUPs are detected, the Remove Virus & Malware tile icon is displayed in red color and the number of PUPs that were detected are displayed on the tile. You can review and remove these PUPs.

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 in Windows action center.

Steps

1. Open SupportAssist.

2. On the Remove Virus & Malware tile, click View.
   The details of all your PuPs are displayed and by default, all the PuPs are selected.

3. Optionally, to view more information about a PUP, click the Click here for more details link.

4. Review and select the PuPs that you want to remove, click Remove, and then click Confirm. The selected PUPs are removed from the PC.

5. Click OK.

Results

The number of PUPs that were removed is displayed on the Home page and the History page.

Troubleshooting common issues

The Troubleshooting page enables you to troubleshoot common issues with network connectivity and PC performance without the assistance of your IT administrator.

Some troubleshooting options are dependent on the permissions that are provided by your IT administrator. To troubleshoot issues, your IT administrator must allow you to access the user interface and perform optimizations on your PC.

While scanning your PC, if a hardware issue is detected and a support request is created for the issue, the following links are disabled:

• I want to check a specific piece of hardware
• I want to scan my entire PC
• My PC stopped responding or restarted unexpectedly. (I think it was a ‘Blue Screen’ Error.)

Troubleshoot blue screen error

Prerequisites

Your IT administrator must allow you to access the user interface and install driver updates.

About this task

Sometimes, your PC restarts automatically or stops responding and a blue screen is displayed. This is known as the blue screen error. A blue screen error is displayed when some critical data on the PC is corrupted, a hardware failure is detected, or an issue is detected on the PC and the PC needs to be restarted immediately.

You can fix a blue screen error by running SupportAssist scans and optimization.

Steps

1. Open SupportAssist.

2. Click the Troubleshooting tab and click My PC stopped responding or restarted unexpectedly. (I think it was a ‘Blue Screen’ Error.).

3. Click Fix Now.
   The home page is displayed and a system scan is initiated. After the scan is complete, one of the following is displayed:

   • If no issue is detected and there are no updates, a message is displayed on each tile. The amount of hard drive space reclaimed, and the number of viruses or malware that are removed is displayed on the Home and History page.

   • If driver updates are detected during the scan, the update type and the number of available updates are displayed on the Get Drivers & Downloads tile.

   • If a hardware issue is detected which requires creating a support request, a support request is automatically created, and the issue summary page is displayed.

   • If an issue is detected which 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. Click Skip to hide the notification.

   • If potentially unwanted programs (PUPs) are detected, a notification is displayed on the Remove Viruses & Malware tile.

History overview

The History page displays information about the SupportAssist activities and events such as software optimizations, troubleshooting tasks, driver updates, hardware scans, and so on. The History page displays information for the activities performed in the last 90 days in a chronological order.

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. You can 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.

The History page also allows you to uninstall a driver update if you encounter problems after updating a driver. See Uninstall driver updates.

Getting support

The Get Support page enables you to request for temporary administrator access to use SupportAssist. It also enables the IT administrator to access the available help and support options for your PC. If you need help with technical issues on your PC, you can contact our administrator for assistance. The IT administrator then tries to resolve the issues or contacts Dell Technical Support for further assistance.

The following table describes the help and support features that are displayed on the Get Support page:

Table 3. Get Support page

Get access —this option is displayed only if you are not an administrator.| Request for temporary administrator access to use SupportAssist. See Get temporary administrator access.
Start a remote session —this option is displayed only if you have administrator rights.| Allow Dell technical support agent to access your PC remotely to troubleshoot and resolve an issue. See Start a remote session.
Upload files —this option is displayed only if you have administrator rights.| Send files to Dell Technical Support describing an issue on your PC or send files that are requested by a technical support agent. See Send log files to Dell technical support.

NOTE: The maximum size of the file that you can send is 5 MB.

Upload log file —this option is displayed only if you have administrator rights.| If requested by the technical support agent, send the PC activity log file to Dell Technical Support. See Send log files to Dell technical support.

Get temporary administrator access

About this task

If you do not have administrator rights, you can get temporary administrator access to scan hardware, get drivers and downloads, and perform other admin- related functions.

Steps

1. Open SupportAssist and click the Get Support tab.

2. In the Temporary administrator access section, click Get access.

3. In the SupportAssist User Access Control window, enter an administrator username and password.
   The SupportAssist passcode generator generates and displays a passcode that you can use to get the administrator access.

4. Enter the passcode displayed by the SupportAssist passcode generator in the Administrator access window and click Get access.

Results

Temporary administrator access is enabled for 15 minutes. You can enable temporary access again when it expires. To manually end the access, click End now in the banner displayed on the Home page.

Start a remote session

Prerequisites

• You must have administrator rights on the PC.
• Ensure that a remote session has been initiated by the Dell technical support agent.

About this task

In certain circumstances, the technical support agent must remotely access your PC to troubleshoot and resolve the issue. In such circumstances, allow the technical support agent to remotely access your PC.

NOTE: You must start a remote session only after the technical support agent enables the session and notifies you. If you try to start a remote session before the support agent enables it, an error message is displayed.

Steps

1. Open SupportAssist and click the Get Support tab.
2. In the Let us work on your PC remotely section, click Start a remote session.
3. Select I agree to the terms and conditions and click Finish.

Results

A remote session is initiated, and Dell Technical support will help resolve the issues.

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 them and send as a ZIP file

Steps

1. Open SupportAssist and click the Get Support tab.
2. In the Send files to Tech Support section, click Upload Files.
3. Click Browse, select the required file, and then click Upload.

Results

After the file is sent, and the File uploaded successfully message is displayed.

Send log files to Dell technical support

About this task

You can send the PC activity log files if requested by the Dell technical support agent.

Steps

1. Open SupportAssist and click the Get Support tab.
2. In the Send files to Tech Support section, click Upload log file.

Results

After the file is sent, and the File uploaded successfully message is displayed.

Frequently asked questions

1. What are the languages supported by the SupportAssist user interface?
   The SupportAssist user interface supports 11 languages—Chinese (Simplified), Chinese (Traditional), English, French, German, Italian, Japanese, Korean, Iberian Portuguese, Russian, and Spanish. For instructions to change your language setting, see Change language setting.

2. Where can I check details of the optimizations that were performed on my PC?
   SupportAssist retains the details of all the events and activities that were performed during the last 90 days. You can view the details for a month, week, or a specific day on the History page.

3. When I perform a hardware scan, the scan result is displayed as Misconfigured on the History page. But, there is no notification displayed on the Scan Hardware tile. Why?
   If SupportAssist could not scan a component during the hardware scan, the Misconfigured status is displayed on the History page. Because the scan was unsuccessful, a message is not displayed on the Scan Hardware tile. You can initiate a scan again, or SupportAssist scans the component again automatically during the next scheduled scan.

4. I am unable to perform a hardware scan or install driver upadates. Why?
   To perform a hardware scan or install a driver update, your IT administrator must allow you to access the user interface and install driver updates or scan your PC hardware. Also, ensure that you have administrator rights on the PC.

5. I can see the SupportAssist user interface. But, a few tiles are disabled. Why?
   SupportAssist is configured and deployed on your PC by your IT administrator. You can use only the features that are enabled by your IT administrator for your PC.

6. The SupportAssist passcode generator is not displayed and hence I am unable to enter the passcode in the Administrator access window. What could be the reason?
   Ensure that the SupportAssist passcode generator.exe executable file is not blocked by the anti-virus program or security policies.

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