FAQ
My Dell Downloads

Frequently Asked Questions


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Before You Begin


WHAT IS THE PURPOSE OF MY DELL DOWNLOADS?

My Dell Downloads contains certain software titles that are installed on your system at time of purchase. My Dell Downloads allows you to access and download the software titles to your hard drive. You can choose to either re-install it or create a backup copy to an external storage device (e.g. DVD or USB Key).

If your software was delivered using Dell Digital Download or the Dell Download Store please refer to those applications to reinstall your software.



WHAT INTERNET BROWSER AND PLUG-INS ARE REQUIRED TO ACCESS AND USE MY DELL DOWNLOADS?

  • Internet Explorer with Microsoft® .NET Framework version 3.0 or greater is the requirement.

  • Other browsers will not allow a download to be performed.


  • Steps to check what version of Microsoft. NET you have:


    • For Windows 8 – no need to check as you should have the latest version installed already

    • For Windows 7 – no need to check as you should have the latest version installed already

    • For Windows Vista®: Click on Start, Control Panel, Programs & Features


      • Look for latest Microsoft .NET Framework 3.0 or greater

    • For Windows® XP: Click on Start, Control Panel, Add or Remove Programs


      • Look for latest Microsoft .NET Framework 3.0 or greater

  • To obtain the latest Microsoft .NET Framework, please visit www.microsoft.com


HOW MANY TIMES CAN I DOWNLOAD A SOFTWARE TITLE?

  • A majority of the software titles are available to be downloaded 3 times; however, there will be some software titles that allow fewer than 3 downloads to be performed so it is important to only download when you need the software and to create a backup copy of the software title.


  • The number of downloads remaining for a software title is displayed on the My Download Locker page.


- Disable anti-virus scan prior to any product download

- Run SysPro from Dell system

Account Questions


HOW DO I SIGN INTO MY DELL DOWNLOADS?

  • Your user name and password is the same as your Dell My Account login. If you have already created an account:


    • Click on the Continue link on the Dell Downloads FrontPage and you will be re-directed to Dell sign-in page.


    • Enter your User Name and Password

  • If you have not created a Dell My Account, proceed with the following:


    • Click on the continue link on the Dell Downloads front-page and you will be re-directed to Dell sign-in page


    • On the sign-on page click Create a Dell My Account link and then fill in the form with all the required details including Name, Email address, and Password. Use your email address and password to login.


    • Click on Create Account. A Registration Confirmation email will be sent to the email address you provided.


HOW DO I REGISTER MY SYSTEM?

  • Login into Dell My Account from the system you want to register.


  • Agree to the End User License Agreement


  • Click Register System


  • You may see a notice in the Internet Explorer tool bar indicating that you need to install Active X Controls. Please click the information bar on the web browser to allow Active X to install.

Install Active X Image


HOW MANY SYSTEMS CAN I REGISTER UNDER MY ACCOUNT?

There is no limit to the number of systems that can be registered under a single account.


To add additional systems, please log into My Dell Downloads website and click on Add System that appears on the My Download Locker webpage



I FORGOT MY PASSWORD, CAN I RESET IT?

  • Yes, click the Forgot Your Password link on the Application Sign-on page and you will be prompted to enter your Email address and then click Submit.


  • A Reset Password link will be sent to the registered Email address you provided. You will be able to click on the provided link to reset your password.


Connection Questions


WHAT KIND OF INTERNET CONNECTION WORKS WITH MY DELL DOWNLOADS?

My Dell Downloads works with all Internet connections, but works best with a broadband connection. Most software programs can be downloaded without a broadband connection. The download time depends on the size of the file, the speed of your connection, and the amount of traffic on the Internet.



WILL MY DOWNLOAD STOP IF THE SYSTEM REBOOTS OR GETS SHUT DOWN?

Once a download has been interrupted, the file will need to be re-downloaded in its entirety prior to installing your product. When you are ready to download your software, make sure you leave yourself ample time to download, especially if you have a slower internet connection, such as dial-up.



WHAT IF THE DOWNLOAD STOPS BEFORE IT IS COMPLETED?

In the event that the download stops before it is completed, the file will need to be re-downloaded in its entirety prior to installing your product.



WHAT INFORMATION DO I NEED SO MY FIREWALL DOES NOT PREVENT ME FROM DOWNLOADING SOFTWARE TITLES FROM MY DELL DOWNLOADS SITE?

The firewall must allow all inbound and outbound traffic to smartsource.dell.com. Proxy server settings will be automatically detected and applied.



Software Download Questions


WHAT SOFTWARE TITLES ARE AVAILABLE FOR DOWNLOAD?

A complete list of the software available for your specific system will be displayed after system registration. System drivers are available for download at www.support.dell.com.



HOW DO I START MY DOWNLOAD?

The download can be started on the My Dell Downloads page. Your product or products can be downloaded by selecting the appropriate Download checkbox (es) and then clicking Download Software.



WHERE IS THE SOFTWARE DOWNLOADED

The product file(s) will be downloaded automatically into the My Dell Downloads folder located in the My Documents folder.



WHAT WILL HAPPEN WHEN I DOWNLOAD A SOFTWARE TITLE?

Once the download starts, a message box containing a status bar will pop up. This status bar will show a percentage of completion that will climb to 100%. Upon completion of the software download, you can click Install to install the software, click on the CD/DVD Burn option, or click View Download Folder to view where the software title was downloaded where you are able to burn or copy the application using your own method to a DVD, USB Key, or other external storage device.

Note: CD/DVD Burn option only appears if system has a DVD-RW drive attached. The Burn software that is provided through the Dell Download Manager only supports burn capability to a CD-R, CD-RW, DVD-R, DVD-DL, or DVD-RW. In order to burn to a Blu-ray Disc™ or USB, you must check if the burn software available on your system supports this.



CAN I DOWNLOAD AND ARCHIVE A COPY OF A SOFTWARE TITLE?

Yes, you can download and archive a copy of the software title for your use by burning it to a CD-R, CD – RW, DVD-R, DVD-DL, DVD-RW, Blu-ray Disc or by copying the folder to a USB Key. Dell policy and the terms of use for the software prohibit distribution of backup media.

Note: The Burn Software that is provided through the Dell Download Manager only supports burn capability to a CD-R, CD-RW, DVD-R, DVD-DL, or DVD-RW. In order to burn to a Blu-ray Disc or USB, you must check if the burn software available on your system supports this.



CAN I DOWNLOAD MULTIPLE TITLES SIMULTANEOUSLY?

Yes. By selecting the Download checkbox next to your product; multiple products can be selected for download at the same time.



Contacting Dell


HOW CAN I CONTACT DELL?

To obtain detailed contact information, please follow the steps below:


  • Browse www.support.dell.com


  • Under Contact Us, click Contact Technical Support.


  • Click one of the following options that appear under Contact Dell:

    1. Ask Dell’s Community Forum
      Get answers from others in Dell's online Community Forum.


    2. Search for My Problem
      Search Dell's extensive Knowledgebase & Forums for answers.


    3. Chat Online with Technical Support
      Use this option to start an online chat session with a Dell Technical Support representative.


    4. Call Technical Support
      Use this option to obtain a telephone number for Dell Technical Support.


    5. E-mail Technical Support
      Use this option to send an e-mail message to Dell Technical Support.


Application Error Messages


THE POPUPS THAT YOU WILL SEE.

  • When you click on Continue button, you will see a popup saying “The current web page is trying to open a site: http://sso.dell.com --> Do you want to allow this?” Click Yes.
  • When you click on the LOGOUT link, you will see a popup saying “The current web page is trying to open a site: http://pf.us.dell.com --> Do you want to allow this?” Click Yes.


A COMMUNICATION ERROR HAS OCCURRED. PLEASE CHECK YOUR NETWORK CONNECTION AND TRY DOWNLOAD AGAIN.

You get this message for the following reasons:


  • A network cable is unplugged or your network connection was dropped or


  • Communication with the download server was interrupted and could not be re-established

Please verify that all network cables are properly attached to your computer and that you can access the internet by visiting www.dell.com. If you are properly able to access the internet then try your download again. If the problem persists please contact Dell Technical support.



SETUP PATH WAS INVALID OR NOT PROVIDED. PLEASE SEE HELP FOR MORE INFORMATION.

Please navigate to the download folder on your computer. In default installations this file is located in My Dell Downloads folder in My Documents folder. Locate the folder containing the installation file that failed to install and try installing the file manually by double clicking on the installation package. If you are unable to install the file manually, please contact Dell Technical Support.



AN APPLICATION ERROR HAS OCCURRED. PLEASE CONTACT CUSTOMER SUPPORT IF THIS PROBLEM PERSISTS.

This means that a communication with the download server was interrupted and could not be re-established. Please try again in another day, but if still persists, please contact Dell Technical Support.



SERVICE TAG ALREADY REGRISTERED

A different login account already has this service tag registered to it. Please use that login and if you forgot your password, please click on forgot password link. If you forgot your login, please contact Dell Technical Support for assistance.



SERVICE TAG NOT SUPPORTED

The system you are trying to register does not have any software available through My Dell Downloads. Please refer to support.dell.com and click on Software Download Center for other available methods to reinstall your software.