SupportAssit Fails Every Scan Even After Reinstallation

Question

Hi All,

I updated to WINDOWS 24H2 a few days ago. I then used SupportAssit to run scans and optimizations and updated some of the parts. But when I tried to run scans and optimizations again, it said, We ran into a problem. The SupportAssit fails every test. I then tried to look up the Internet to find the solution for this problem. One YouTube video by Dell told me to reinstall the SupportAssit. I did it and the screenshot below was the result.

lmacri · Answer

Hi zf84: If you click the Restart button shown in your image does that clear the 'We ran into a problem' error? Employee Dell-Brad L recently announced that Dell is planning to push out two SupportAssist v4.x updates to fix serious bugs in v4.6.2  - see their 19-Dec-2024 post in MichaelInParis's Any way to reduce the size of the DTPDB.DB file?.  From what I understand, the v4.6.3 update will begin rolling out on Tuesday on 24-Dec-2024 to fix a bug that impacts system performance due to excessive RAM and CPU consumption, and a second update will be released at a later date to fix a bug that causes database files in the C:\ProgramData\Dell\DTP\DB folder to grow over time and consume excessive amounts of disk space (i.e., typically in the range of 20 - 80 GB). I have no idea if either of these upcoming updates will fix your SupportAssist problems, but many users have reported similar problems with SupportAssist scan failures in the SupportAssist for PCs board of this forum since SupportAssist v4.x was first released in April 2024. I'd suggest you follow MichaelInParis's topic about their DTBDB.DB bug since that is probably the topic where employee Dell-Brad L will post status updates about these bug fixes. Also note that Dell has apparently pulled SupportAssist v4.6.2 from their download servers because of the seriousness of these bugs and temporarily reverted back to the previous v4.0.3 - see melzie's 19-Dec-2024 post in Aleric's Missing 'Dell Client Management Service'. HINT: In future if you have further questions about SupportAssist your topic will receive more attention if you post in the SupportAssist for PCs board of this forum.-----------Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5247 * Firefox v133.0.3 * Microsoft Defender v4.18.24090.11-1.1.24090.11 * Malwarebytes Premium v5.2.4.157-1.0.5116 * Macrium Reflect Free v8.0.7783 * Dell Update for Windows Universal v5.4.0 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0

zf84 · Answer

@lmacri​ Thank you for your help. Unfortunately it did not work. Also, I could not open the AWCC after the update (and I did a clean reinstallation of the software). After that I did an On-board Diagnostics and everything is fine. I will contact the Dell Support tomorrow to see if there are any ways to fix the problem.

lmacri · Answer

... I updated to WINDOWS 24H2 a few days ago. I then used SupportAssit to run scans and optimizations and updated some of the parts. But when I tried to run scans and optimizations again, it said, We ran into a problem. ...

Hi zf84:

In addition to the upcoming bug fixes for SupportAssist v4.6.2 that are starting to roll out on 24-Dec-2024, also keep in mind that Win 11 v24H2 is still a work in progress (see the Known Issues at https://learn.microsoft.com/en-us/windows/release-health/status-windows-11-24h2#known-issues). You might discover buggy behaviour with other (non-Dell) third-party software while software developers scramble to make their programs fully compatible with v24H2.
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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5247 * Firefox v133.0.3 * Microsoft Defender v4.18.24090.11-1.1.24090.11 * Malwarebytes Premium v5.2.4.157-1.0.5116 * Macrium Reflect Free v8.0.7783 * Dell Update for Windows Universal v5.4.0 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0

zf84 · Answer

@lmacri​ Just fixed it with Dell Technical Support! Update to the latest bios and reinstall the SupportAssist can fix this issue.

lmacri · Answer

... Just fixed it with Dell Technical Support! Update to the latest bios and reinstall the SupportAssist can fix this issue. Hi zf84: That's great news.  Glad they could help. Do you know if Dell customer support reinstalled SupportAssist v4.6.2 after your BIOS update? SupportAssist v4.6.3 began rolling out today (see employee Dell-Nat-M's 24-Dec-2024 announcement in MichaelInParis's Any way to reduce the size of the DTPDB.DB file?) and I'm curious to know if they installed v4.6.3 on your system a day before the official release date.-----------Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5247 * Firefox v133.0.3 * Microsoft Defender v4.18.24090.11-1.1.24090.11 * Malwarebytes Premium v5.2.4.157-1.0.5116 * Macrium Reflect Free v8.0.7783 * Dell Update for Windows Universal v5.4.0 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0

zf84 · Answer

@lmacri​ It was the old one.

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SupportAssit Fails Every Scan Even After Reinstallation

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