1 Rookie
•
33 Posts
2
1812
January 19th, 2024 03:54
Support Assist update fails
Strange problem. My laptop refuses to run update via Support Assist, giving the not-so-helpful message "an unexpected error occurred". When I load Dell update, It works without issue. I fully uninstalled Support Assist, reinstalled and restarted. Same problem.
The problem commenced mid Support Assist update yesterday. Support Assist reported downloading then installing but seemed to freeze. I gave up after about 30 mins and a useless response from the in app assistant. After restart. Support Assist gave the error and continued, despite numerous attempts to clear the problem, including the reinstall mentioned above.
I am updating OK. As much as anything, this is intended to help anyone else with the problem find the workaround.
SteveTree
1 Rookie
•
33 Posts
0
January 19th, 2024 04:04
I just ran Dell Update. I downloaded a Support Assist update that rectified the problem.
MeeshEddie
1 Rookie
•
1 Message
1
October 1st, 2024 04:28
What do you mean you ran "Dell Update".
OakCliffDallas
1 Rookie
•
14 Posts
0
January 25th, 2025 03:57
@SteveTree What do you mean Dell Update.
SteveTree
1 Rookie
•
33 Posts
0
January 25th, 2025 04:15
@OakCliffDallas Exactly as I said. Rather than run Support Assist and update from there, it used to be possible to run Dell Update by itself. However, it's not something I've done for a while and it seems to no longer be there. There is a DellUpdateApp.msi but I did not try installing it. It's a January 2024 file and I'm not confident it will load the installer that came with the latest MyDell app. If you are having trouble, FULLY uninstall Support Assist (I used a thrid party uninstaller that cleans everything up, but don;t normally make third party software recommendations that prune registry entries in case something goes awry). After that, download and install a new copy direct from DEll (this link, I think). Have a copy of you Service Tag handy, just in case it asks. Since doing that, Support Assists behaves for me.
SteveTree
1 Rookie
•
33 Posts
0
February 11th, 2025 06:59
@OakCliffDallas I struck the Support Assist issue again today. I tried with Malwarebytes Windows Firewall Control off then Microsoft Defender off, as well. The installer went through what looked to be total installation (you see a percentage increase bottom right of the installer window). After that it times out for ages and finished by saying Support Assist is no longer installed. Frustrated after a few attempts, I chased alternatives, and found the equivalent of Dell update. Try downloading Dell Command Update from here. Look for 'Latest Release' and find a suitable version for your system below that. I chose Classic.
After it installs, pin a shortcut. You WILL NEED TO REMEMBER TO RUN IT REGULARLY.
My normal process is to update Dell before updating windows. I set Windows to delay until the first week of the following month. So far, that avoids dud downloads.
https://www.dell.com/support/kbdoc/en-au/000177325/dell-command-update