Support Assist for Client - Enterprise Forum - SupportAssist - Dell Community

Support Assist for Client

SupportAssist

SupportAssist
Remote monitoring and automated, proactive support

Support Assist for Client

  • Hi

    My customer have difficulties to install and configure Support Assist for Client.

    He is losing confidence on our ability to help him on this topic.

    Here is his message (in French, if you want it in english, I can translate) :

    Je suis en train de faire des tests de déploiement de SupportAssist.

     J’ai installé SupportAssist et SupportAssistAgent sur un PC pour pouvoir créer les 2 fichiers de réponse via la commande ci-dessous : 

    SupportAssist.exe CORPI

    J’ai ensuite placé mes 2 fichiers de réponse sur un emplacement réseau partagé et accessible par tout le monde. 

    J’ai ensuite installé SupportAssist et SupportAssistAgent sur mon PC (sous Windows 10) via les commandes ci-dessous : 

    SupportAssistAgent.exe /s /v"/qn CONFIG="\\network_path"

    Setup.exe -answerfilepath "\\network_path\SupportAssistConfig.xml"

     Lorsque je lance SupportAssist, celui-ci ne semble pas parvenir à se connecter, alors que les détails du compte sont présents dans le fichier XML :

     De plus, lorsque je clique sur « Register » , il ne se passe rien.

    Je ne peux donc rien faire.

     En revanche, SupportAssist semble correctement se connecter (via la même manipulation) sur un PC sous Windows 7.

     Je précise aussi que – sous Windows 7 ou sous Windows 10 – lorsque je clique sur les liens ci-dessous, il ne se passe rien :

     Je ne peux donc pas vérifier si la configuration de mes fichiers de réponse a bien été prise en compte.

     Pourriez-vous svp m’éclairer sur ces comportements ?

  • Why did you not translate in the first place is beyond me?

    I am trying to make SupportAssist deployment tests.

     I installed SupportAssist and SupportAssistAgent on a PC to create the two response files using the command below: 

    SupportAssist.exe CORPI

    I then placed my 2 answer files on a shared and accessible to everyone network location. 

    I then installed SupportAssist and SupportAssistAgent on my PC (under Windows 10) via the following commands: 

    SupportAssistAgent.exe /s /v"/qn CONFIG="\\network_path"

    Setup.exe -answerfilepath "\\network_path\SupportAssistConfig.xml"

     When I launch SupportAssist, it does not appear unable to connect, while the account details are present in the XML file:

     Also, when I click  "Register" it nothing happens.

    So I can do nothing.

     However, SupportAssist appears correctly connect (via the same manipulation) on a PC runningWindows 7.

     I also specifies that - in Windows 7 or in Windows 10 - when I click on the links below it nothing happens:

     So I can not verify if the configuration of my response files has been taken into account.

     Could you please enlighten me on these behaviors?

     

    You may need to just install the latest version found here:

    http://content.dellsupportcenter.com/updates/aulauncher.exe

  • HI,

    Thanks for your query.

    From where are you trying to launch the SupportAssist Application? Is it from the Admin machine(where you ran commands to create answer files) or your PC (client machine).

    If it is in the client machine, then this is the expected behavior. If you do not have admin rights on the machine then you cannot do anything on the SupportAssist application. All the functionality will be disabled.

    Please provide your email ID to communicate further.