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My Dell Downloads -- Frequently Asked Questions

Article ID : 266791Date Published : 2009-06-17Journal ID : 01f78039-e302-4742-81f4-bbef80f2ac32
Article Summary: This article provides information on My Dell Downloads, including what is available for download, a detailed Q&A section, and troubleshooting for known errors.


Table of Contents:
  1. What Is My Dell Downloads?
  2. Account Questions
  3. Connection Questions
  4. Software Download Questions
  5. Application Error Messages


 


Topic 1: What Is My Dell Downloads?



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. It allows you to access and download these software titles to your hard drive. You can choose to reinstall a title or create a backup copy on an external storage device (for example, a DVD or a USB Key).

How do I know if my system is eligible for My Dell Downloads?


If your system’s software is included on My Dell Downloads, you will find two indicators:
  • A tech sheet included in the box along with your documentation informing you about My Dell Download.
  • A Reinstall Software icon appears on your desktop toolbar.


What Internet browser and plug-ins are required to access and use My Dell Downloads?


Microsoft® Internet Explorer® with Microsoft .NET Framework version 3.0 or greater is required. Other browsers may require a higher version of .NET Framwork to run My Dell Downloads or may not work at all.

To see what version of Microsoft. NET you have:
  • For Windows Vista®, click Start, Control Panel, and Programs and Features.
    Look for the latest Microsoft .NET Framework, version 3.0 or greater.
  • For Windows® XP, click Start, Control Panel, and Add or Remove Programs.
    Look for the latest Microsoft .NET Framework, version 3.0 or greater.


If you do not have version 3.0 or greater, you will need to obtain it from Microsoft’s website. Visit www.microsoft.com and search on latest.net framework.

How many times can I download a software title?
  • A majority of the software titles are available to be downloaded 3 times. However, some software titles allow fewer than 3 downloads, so it is important to download only 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.


 


Topic 2: Account Questions


How do I sign into My Dell Downloads?
  1. Navigate to the Dell Support website and click My Account in the upper right corner of the page. The Dell Sign in pop-up box will appear, enter your Dell My Account email address and password and click Sign In.
    Note:  
      If you do not have a Dell My Account, click Create an Account at the bottom of the Sign In box to get started. A Registration Confirmation e-mail will be sent to the e-mail address you provided.  

  2. Under the My Software section of the page, click the Download Factory Installed Software (My Dell Downloads) link

How do I register my system?

You must use Internet Explorer to register your system. My Dell Downloads does not support Mozilla Firefox or Google Chrome.
  1. Log into Dell My Account from the system you want to register as shown above.
  2. On the My Download Locker page, click Add System.
  3. Agree to the End User License Agreement.
  4. Click Register System.
  5. You may see a notice in the Internet Explorer tool bar indicating that you need to install Active X Controls. Click the information bar on the web browser to allow Active X to install.

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, log into the My Dell Downloads website and click Add System, which appears on the My Download Locker web page.

I forgot my password. Can I re-set it?

Yes. Click the Forgot Your Password link on the Application Sign-on page and enter your e-mail address as prompted. Then click Submit. A Reset Password link will be sent to the e-mail address you registered, and you will be able to click the provided link to reset your password.





Topic 3: 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 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.






Topic 4: 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 http://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 checkboxes and then clicking Download Software.

Where is the software downloaded?

The product file 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 the CD/DVD Burn option, or click View Download Folder to see where the software title was downloaded, where you are able to burn or copy the application using your own preferred method to a DVD, USB Key, or other external storage device.
Note:  
  The CD/DVD Burn option only appears if the system has a DVD-RW drive attached. The burn software 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 to see 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, or 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 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.





Topic 5: Application Error Messages


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

You receive this message for the following reasons:
  • A network cable is unplugged or your network connection was dropped
  • 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 browsing to www.dell.com. If you successfully 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.

Navigate to the download folder on your computer. In default installations, this file is located in the My Dell Downloads folder within the 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 the problem still persists, please contact Dell Technical Support.

SERVICE TAG ALREADY REGISTERED

A different login account already has this Service Tag registered to it. Please use that login. If you forgot your password, click the 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 is not support by My Dell Downloads. Please read the “What Is My Dell Downloads?” section above (Topic 1) to ensure the system you want to register meets the requirements. If you have any questions or need assistance, please contact Dell Technical Support.




 


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