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21 Posts
0
76526
March 25th, 2016 04:00
SupportAssist Crashing and BSOD with Bad_Pool_Header
I have an Alienware 17R3 with Win10 Pro.
SupportAssited updated and has never worked since. Every time I start it, I get a BSOD with Bad_Pool_Header. The laptop has also become very slow. Have researched the forums and have tried everything from the solutions that DELL-Joe B has been mentioned in quite a few posts - nothing works.
The problem is that even the Dell online support portal opens or installs SupportAssist and then the laptop crashes.
Urgent help required.
Thanks in advance.
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jbilinski
5 Practitioner
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146 Posts
1
March 25th, 2016 07:00
Akshay,
After talking with Dell and PC-Doctor development teams, the issue occurs when SupportAssist attempts to read temperature information from NVMe drives and has been observed on systems with Intel storage controllers in ‘RAID’ Configurations with Intel RST Driver 14.6.0.1029 (07/27/2015) and later.
The issue has been seen on Dell Precision 7510, Precision 7710, and Alienware 17 R3. Issue has also been seen on Dell XPS 15 9550 if the Intel RST driver is upgraded above 14.5.2.1088.
The current resolution would be to either revert back to an older version of the Intel driver. For example, before Intel RST driver 14.6.0.1029 (07/27/2015) or remove SupportAssist until the next release which will have a workaround for the new Intel versions.
jbilinski
5 Practitioner
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146 Posts
0
March 28th, 2016 07:00
Hello,
Letting you know that the Sev1 update build has been deployed to address the BSOD issue.
System should update on next launch of SupportAssist but if SupportAssist is uninstalled you can download from content.dellsupportcenter.com/.../aulauncher.exe (also linked from www.dell.com/.../supportassist-pcs-tablets )
If a user is experiencing the BSOD and SupportAssist is still installed, then you can run the updater from the link above to get updated before the BSOD occurs as it may occur when you launch the application.
Let me know if BSOD continues
@ AxeAW - looks like the driver you listed could cause BSOD, please run the updated fix
jbilinski
5 Practitioner
•
146 Posts
0
March 28th, 2016 09:00
Hello,
Letting you the Sev1 update build has been deployed and is now available.
SupportAssist should update on next launch of SupportAssist but if you uninstalled you can download and run using the following link
content.dellsupportcenter.com/.../aulauncher.exe (also linked from www.dell.com/.../supportassist-pcs-tablets )
If a user is experiencing the BSOD, then you can run the updater from the link above to get updated before the BSOD occurs as it may occur when they launch the application.
@AxeAW – the driver you have listed is one of the upgraded versions and may cause BSOD, please update the SupportAssist software using link above
Akshay Chadha
21 Posts
0
March 25th, 2016 08:00
Dear Joe,
Many thanks for the prompt response - I've been trying to troubleshoot this for 8-9 hours. How soon do you think a resolution for this issue / an update to SupportAssist be available ?
jbilinski
5 Practitioner
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146 Posts
0
March 25th, 2016 09:00
Looking at the roadmap it’s looking like May at this time, not sure on the exact date. If I have more information I’ll update this forum
jbilinski
5 Practitioner
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146 Posts
0
March 25th, 2016 11:00
Update – this issue is actually going out as a hotfix sometime next week and not part of the schedule release in May. When I know the day I’ll post it here.
AxeAW
20 Posts
0
March 26th, 2016 10:00
Hello,
I think I have a similiar problem on my new Alienware 17 R3 Win10 (64-Bit)
I often get BSODs - Chipset SATA Raid Controller (Bad Pool Header). Sometimes the BSODs occured when opening the Support Artist, sometimes when I'm doing nothing.
Driver Version: 14.6.1.1030
Sometimes I can run the Support Artist without problems.
Is it the same problem??
Thanks,
jbilinski
5 Practitioner
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146 Posts
0
March 29th, 2016 14:00
Akshay / AxeAW - Did you get the updates or reinstall via the link provided? Just wondering if the BSOD has been resolved
AxeAW
20 Posts
0
March 30th, 2016 05:00
No BSOD since the update - I will keep watching this issue. Thanks.
Akshay Chadha
21 Posts
0
March 30th, 2016 05:00
Dear Joe,
Installed the updated SupportAssist and it ran flawlessly. Have also run Diagnostics locally from the laptop as well as the support portal and SuppotAssist is working fine.
Thank you so very much for all your help and the prompt response.
Regards,
Akshay,
AxeAW
20 Posts
0
April 7th, 2016 14:00
More than 1 week without BSOD - Thanks Joe
Akshay Chadha
21 Posts
1
July 23rd, 2016 21:00
Hi Joe,
New issue
Support Assist took me to some driver updates after which Support Assist was missing. tried to reinstall Support Assist but to no avail. Every installation has the same termination dialog box
Restarting doesn't help either. Tried system restore - Support assist came back - but on opening the program ended saying incompatible.
And then tried installing afresh and same dialog box
Online diagnostics now don't work because after system detect Support Assist does not get installed.
I am a frequent user of Support Assist and bank on it heavily. Any help would be highly appreciated.
Ram_90
1 Message
0
August 20th, 2019 23:00
Hi,
I fresh installed Windows 10 Pro (Ver: 1903, OS build: 18362.295) in my Dell XPS 9750 and after that I installed Dell SupportAssist. This leads to blue screen with BAD_POOL_HEADER error. This occurs even when I do not open Dell SupportAssit. My PC works fine if I uninstall Support assist.
1. Would you please tell how I could resolve this issue.
2. Or, is there an alternate tool to identify drivers on my PC that need update. I guess Windows10 can do that to some extent, but does Windows 10 take care of all the drivers including BIOS.
Please note: Before I did clean install of Windows 10 on my PC it was working fine except for some minor glitches and before the clean install I did not face BSOD. SupportAssist was there but it was not working; The app does not open when I click it.
Than you,
Ram.
pali09
1 Message
0
October 18th, 2019 03:00
Hi same proble on my Dell 7510 with fresh installed Windows 10 Pro and installed new SSD NVME: SSD M.2 1TB Samsung 970 EVO. BSOD after installing Dell SupportAssist. When Dell SupportAssist was uninstalled all fine. So problem with Dell SupportAssist persist...
Blazer1120
1 Message
0
December 26th, 2019 12:00
real simple issue. After having installed fresh win 10 , DONT INSTALL SUPPORT ASSIST!!! Run windows updates, then Install support assist and run it. No bsod happens.