Help Center

Welcome to TechDirect Help Center, your source for information about TechDirect.

TechDirect Resources


This online module shares how TechDirect helps you manage your Dell Technologies products throughout their lifecycles – from deployment to education and support.

Password Change

Passwords are handled through the MyAccount Single Sign-on capability to allow for a more seamless integration across applications. For more information of how to login or change your password, please visit Dell MyAccounts FAQ.


View webcast information - upcoming schedule and previously archived sessions.

TechDirect Portal

How do I learn about recent changes in TechDirect?
Check out "What's New".
Which warranty level do I have to purchase in order to use TechDirect?
Basic, ProSupport, ProSupport Plus and ProSupport Flex warranty levels are invited to use the TechDirect tool.
How do I get setup in TechDirect?
Your company should designate an administrator to set up your company in TechDirect. This administrator will go to and click the Register now button to create their account and then provide your company information. After providing company information, the administrator may add technician users who will receive an email confirming their enrollment and providing log in details.
What are the user roles in TechDirect?

There are currently three user roles in TechDirect:

Company Administrator

This individual will be able to address all needs across the account for all TechDirect services -- user administration for roles and permissions as well as agreements and reports.

Service Administrator

This individual will be able to manage company engagement for a specific service in TechDirect. A company administrator may configure a user in this role over multiple services.

Service Technician

This individual will have the ability to execute the capabilities associated for a specific service. They will have no administrator privileges.

Can an account have more than one Administrator?
Yes, an account can have as many Administrators as you would like. The Administrator for your company will simply add a Technician user to the account and assign that Technician an Administrator profile.
How do Administrators and Technicians join accounts?
As an Administrator you can...

Configure if your company will accept "join" requests
You will have the option to block all requests and accept requests only from technician users with the same email domain or to accept all requests.

Initiate a "Join" request be sent to an existing technician user that is not already associated with a company
Once a technician is joined to a company, they will not be able to receive a "join" request.

Search for technician users to send requests
The request will be sent as a TechDirect Message Center notification to the technician user in their account. You will receive a Message Center notification regarding the technician's accept/decline of your request.

As a Technician you can...

Click on your user name in upper right of the TechDirect dashboard and then selection your Company Information. You will see a button to "join a company". This will enable you to search and submit a request to a company's Administrator via the TechDirect Message Center. You won't be presented with contact information for the Administrator, but they will know your identity as an individual.

You may only have one active "join" request at a time. Your request will expire in 72 hours if no response from the company Administrator. You can then retry or submit a request to another company.

An Administrator's accept/decline of your "join" request will be sent as notification to your TechDirect Message Center.
Which Web browser should I use to access TechDirect?
The TechDirect online portal supports Microsoft® Edge, Google® Chrome and Mozilla® Firefox.
Which languages does the TechDirect online portal support?
The TechDirect portal is available in 11 languages including English, French (EMEA), Spanish (LATAM), Portuguese (Brazilian), German, Italian, Japanese, Simplified Chinese, Traditional Chinese, Russian and Korean.
Which countries is TechDirect available in?
North America & South AmericaEurope, Middle East & AfricaAsia-Pacific & Japan
United StatesAlgeria*Australia
BahamasBahrain*Hong Kong
British Virgin IslandCzech RepublicMalasia
Cayman IslandDenmarkNew Zeland
ChileEgypt*Republic of the Philippines
Costa RicaEthiopia*South Korea
CuracaoFinlandSri Lanka
Dominican RepublicGermanyThailand
El SalvadorGreece
French West IndiesHungary*
JamaicaIvory coast*
Puerto RicoLithuania*
Saint Kitts and NevisLuxembourg
Saint LuciaMorocco*
Saint VincentMozambique*
Trinidad & TobagoNetherlands
Turk and CaicosNamibia*
US Virgin IslandsNorway
French West IndiaPoland
Russian Federation*
Saudi Arabia*
South Africa
United Arab Emirates*
United Kingdom
* The TechDirect labor reimbursement program is not avaliable in this country
Where can I find information on transferring ownership of a system?
For information on transferring ownership of a system, please go to and select your country on that page.
Does TechDirect have a mobile app?
TechDirect no longer offers a native iOS or Android app. Please access TechDirect from the mobile browser on your device.
Who do I contact for help with TechDirect?
For questions about TechDirect, please email


What dispatch certifications are required to self-dispatch parts with TechDirect?
Technicians and Administrators must be certified in order to dispatch replacement parts with TechDirect. A certification is required for each specific Dell Technologies product type training. Please visit the Self-Dispatch section of your TechDirect online portal account to review and access the certification course list.
How much do TechDirect certifications cost?
There are no fees associated with the certification courses required for Technicians and Administrators to dispatch replacement parts. Certification must be completed before a Technician or Administrator can request a dispatch.
How do I participate in the labor reimbursement program?
An annual fee of $1,500 USD is required to participate in the labor reimbursement program. If you are a Third Party Maintainer, a $1,500 USD fee applies for each customer you enroll. If you would like to enroll, the (1) TechDirect Enrollment form and the (2) Labor Reimbursement Addendum will need to be completed during the enrollment process. Full labor reimbursement details are available at the time of Administrator enrollment. Please contact your Dell Technologies representative if you would like further assistance.

ProDeploy Client Suite

How can I learn more about getting started in TechDirect after purchasing ProDeploy Client Suite?
Watch the How to Get Started, How to Input System Build Details, and How to Input Deployment Details videos.
Where can I get more information on using ProDeploy Client Suite features within TechDirect?
This user guide is available for details on using TechDirect's ProDeploy Client Suite features.
Which ProDeploy Client Suite features are only available to those who purchase ProDeploy Plus?
Connected Configuration and Data Migration are only available to ProDeploy Plus for client systems customers. Post-deployment support and training credits are also features ProDeploy Plus customers enjoy.

ProDeploy Enterprise Suite

How do I access TechDirect to work on my ProDeploy Enterprise Suite projects?
After you purchase ProDeploy Enterprise Suite services, Dell Technologies must first set up the related project(s) in TechDirect and add you as a Customer team member. The assigned project manager will notify you when it is time to access the portal to collaborate on deployment project details. If you are new to TechDirect, you will receive an email from TechDirect asking you to register or join your company’s account. This step is initiated by Dell Technologies during project set up. Click on the link in the email and input the requested information. It only takes a few minutes and, once completed, you can view and manage your ProDeploy Enterprise Suite projects immediately. Then, log on at any time to work with our experts on deployment projects designed for you. Contact your project manager if you have any questions.
Where can I get more information on using ProDeploy Enterprise Suite features within TechDirect?
After logging in to work on a project, customers and Dell Technologies partners can click on the Help icon to access our user guide for step-by-step directions on managing all aspects of ProDeploy Enterprise Suite projects in the TechDirect portal.
Can I purchase ProDeploy Enterprise Suite services in TechDirect and get started on the details of an enterprise deployment immediately?
Visit our Dell site to learn more about ProDeploy Enterprise Suite services and consult with our sales teams on your company’s needs. Enterprise deployment services such as ProDeploy Enterprise Suite are not available for purchase on You may register for a TechDirect account at any time. However, you can only view and manage the details of ProDeploy Enterprise Suite projects in TechDirect after projects for purchased services are added to your views by your Dell Technologies project manager. Customers cannot set up an enterprise deployment project in TechDirect.
Can I use TechDirect to collaborate on other deployment projects such as custom deployment and PowerEdge Configuration Service?
No, currently use of this feature is exclusive for ProDeploy and ProDeploy Plus service customers.

TechDirect APIs

What are the TechDirect APIs?
Software code and instructions that provide a framework for your team to create interfaces into Dell Technologies support systems from your own help desk, whether it is off-the-shelf or home-grown. Your staff time and resources will be needed in order to integrate the APIs. Integration will require knowledge of SOAP, REST and WSDL technologies.
How long does it take to integrate the TechDirect APIs?
Timelines are dependent on the availability of your integration staff and resources.
Are the TechDirect APIs built on standard protocols?
Yes, the TechDirect APIs are built on standard protocols to make deployment easier.
How is data protected with the TechDirect APIs?
Industry standard security capabilities are leveraged, including HTTPS and OAuth authentication.
What languages are the TechDirect APIs available in?
The Software Development Kit (SDK) is provided in English; however, the data entry fields support the TechDirect supported languages.
What actions do I need to take to update my TechDirect APIs prior to December 15, 2019?
  1. Implement code changes per updated SDK documentation.
  2. Retrieve your updated credentials available on the TechDirect portal.
  3. Test your API updates using the sandbox API.
  4. Update your environment prior to December 15, 2019 to avoid interruptions for applications leveraging TechDirect APIs.

Device Management with SupportAssist

Where do I access more resources for Device Management with SupportAssist?
Review the Getting Started Guide and Administrator Guides for more detailed information about deploying and using SupportAssist.
How do I deploy SupportAssist?
Review the Getting Started Guide and video to learn more about deploying SupportAssist in TechDirect.

Note: SupportAssist for home PCs is factory installed on Dell Windows 10 systems. When using TechDirect, the home version will be removed and replaced with the version for IT Managed PCs by the IT Administrator during the deployment process.
What service level do I need to access the features of SupportAssist within TechDirect?
SupportAssist features vary by service entitlement within the ProSupport Suite.
Can I view my SupportAssist alerts in TechDirect?
Yes, customers can view alerts from SupportAssist for business PCs and SupportAssist for enterprise systems in TechDirect.
How do I manage alerts in my environment?
As an IT user managing your organization's devices, all of your SupportAssist alerts will flow into your TechDirect account for convenient, centralized management. You can choose to auto-forward these alerts to Dell. Or, alerts can be individually managed within TechDirect's SupportAssist Alerts section. You can also manage alerts in ServiceNow by configuring ServiceNow within SupportAssist.

More details are available in the Deployment Guide.
How do I use SupportAssist to remotely optimize systems, remove viruses and malware, and update drivers, BIOS and firmware?
PC Recommendations gives you the ability to review the latest recommendations including updates to BIOS, drivers and firmware, viruses and malware found in your environment and system optimizations. IT managers can remotely apply these updates to a single PC or a group of PCs, which will receive the update the next time the device is online.
How do I view PC performance and utilization across my fleet?
View insights provides performance and utilization information at the fleet and individual device level.
Where can I go to learn more or ask questions about SupportAssist?
You can learn more at or ask questions in the SupportAssist for PCs or SupportAssist Enterprise forums forums.

Data Security

How is my data transferred to Dell Technologies?
The data sent from you to Dell Technologies is encrypted with 256 bit encryption and transferred securely using SSL protocol. The data is stored in compliance with the Dell Technologies Privacy Policy.
What steps does Dell Technologies take to safeguard customer information?
Dell Technologies hosts TechDirect—including the application, systems, network and security components—in a US-based data center designed to maintain high levels of availability and security. Dell Technologies protects your data by using a wide variety of measures, including physical security.

Features include, but are not limited to:
  • Staff – On-premise security guards are at the data center.
  • Security – Rigorous exterior building security including cameras, false entrances, vehicle blockades, specialized parking lot design, bulletproof glass and walls, and the use of an unmarked building is provided.
  • Cameras – Interior pan/tilt/zoom security cameras with digital recorders.
  • Network security — All monitoring components are located behind a firewall and are managed by a security team. We tightly control all network traffic, requiring all inbound traffic to be transmitted via specific ports and sent only to appropriate destination network addresses.
  • Server and database security — Servers and OS components reside on standard images that have undergone security review. We regularly review security updates used by the application, including those published by Microsoft and vendors of other software. When critical security updates are issued, we test them first on non-production images and generally apply them to live servers within 48 hours.
  • Procedural security — Dell Technologies groups who have access to Dell Technologies TechDirect components (such as the database administration group and the operational support team) are assigned separate duties and access rights. All updates to the production environment go through a defined change control process that incorporates checks and balances.
  • Auditing — Dell Technologies retains monitoring hosting device logs. These logs record all attempts to log into or access to the systems.
Who has access to the TechDirect collected data at Dell Technologies?
TechDirect collected data is accessible by technical support agents who use it for troubleshooting hardware issues reported by TechDirect. The data is not shared for sales or promotional purposes.

Asset Recovery Services

Why should I recycle my computer hardware and peripherals?
Computer hardware and peripherals should be recycle for two primary reasons - (1) the materials in the products can be reused in the production of new products, minimizing the amount of material that goes into landfills and the need for raw materials, and (2) some of the component materials must be disposed of or reused in a specific manner to protect the environment.
I just purchased a new Dell computer and I'd like to recycle the packaging. What should I do?
If your package is not curbside recyclable, you may visit Earth911 to find a nearby location to recycle your packaging.

Dell ImageAssist

What is Dell ImageAssist?
ImageAssist can help you make a future proof image that can be used on Optiplex, Latitude, Precision, and most XPS systems that you order from Dell.
Once you build your image, let us worry about managing the drivers and updates for different system models that you order in the future.
Do I have to order systems that will be built in the Dell factory to use ImageAssist?
Yes, ImageAssist is free to download if you want to test or capture your image that will be used by Dell Factory Imaging Services.
You can find more information in the EULA when you install ImageAssist.
I don't know anything about PC Images, can I still use ImageAssist?
We know that Imaging isn't simple, so we're ready to help you get started with training videos and how-to documentation. Also, once you download the application, we'll walk you through the whole process of creating an image from start to finish.
Do I need to create a new image for every new system model I order?
No, Dell will automatically refresh your image for you with current drivers and software updates. You just need to make your base image once, then we'll take care of the rest.

Dell Command | Cloud Repository Management

What is Dell Command | Cloud Repository Manager?
Maintaining device integrity and security with consistent system updates is critical for IT. Dell Command | Cloud Repository Manager is a tool that simplifies this important task by enabling IT to build custom update catalogs of drivers, firmware, BIOS, and Dell application updates unique to their environment. IT can use this cloud-based solution to curate and share a repository of relevant updates, and is ideal for organizations managing multiple Dell device models.

You can learn more about Dell Command | Cloud Repository Manager by visiting
How do I use Dell Command | Cloud Repository Manager (DCRM) and where can I learn more?

DCRM allows you to create and manage custom catalogs of system updates, like drivers, firmware, BIOS, and applications. These updated catalogs can be used with Dell Command | Update (DCU) or with DCIS, running on your Dell devices.

DCU and DCIS are both free tools within the Dell Client Command Suite that help simplify PC management. You can learn more about Dell Client Command Suite tools by visiting

What service level do I need to access and use Dell Command | Cloud Repository Manager in TechDirect?
You do not need any paid service levels to access and use the Dell Command | Cloud Repository Manager. It is a free tool that can be used by anyone with a TechDirect user role.

It is recommended that users are IT administrators within their own organizations to effectively manage and deploy update catalogs to their fleet environment.
How do I access Dell Command | Cloud Repository Manager?
Dell Command | Cloud Repository Manager is a cloud-based tool and can be accessed within TechDirect. It does not require an agent to be installed onto a local device.

A Tech Direct user profile and internet connection is needed to access Dell Command | Cloud Repository Manager and to download the catalog XML file. For an optimized experience, a Chrome browser is recommended.
Which systems are supported by Dell Command | Cloud Repository Manager?
Dell Command | Cloud Repository Manager supports Dell commercial client systems. Compatible models include commercial Latitude, Precision, Optiplex, XPS and Tablet devices.
How do I create update catalogs with Dell Command | Cloud Repository Manager?
IT users managing Dell commercial devices can use Dell Command | Cloud Repository Manager to custom-build and share update catalogs across teams. With Dell Command | Cloud Repository IT can define Dell device models within their environment, view all relevant system updates and select the ones that matter most. Updates are packaged and organized as catalogs for easy referencing and archiving.

You can view full technical documentation at
How do I deploy update catalogs created with Dell Command | Cloud Repository Manager?
Dell Command | Cloud Repository will generate a lightweight XML and an EXE file that will retrieve Dell Update Packages and deploy across your Dell commercial devices. IT can use Dell Command | Update (DCU) or with Dell Command |Integration Suite for System Center (DCIS) to distribute system updates across Dell devices.

DCU and DCIS are free tools within Dell Client Command Suite and help simplify PC management. You can learn more about all Dell Client Command Suite tools by visiting
Is Dell Command | Cloud Repository Manager available in multiple languages?
Currently the tool is available in English.
In what regions can I access Dell Command | Cloud Repository Manager?
The tool is available world-wide within the Tech Direct portal.
Where can I go to learn more or ask questions about Dell Command | Cloud Repository Manager?
You can learn more at or ask questions via Support Services.