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8 Posts
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72665
March 23rd, 2016 11:00
SupportAssist failing, unable to use Dell Diagnostics
Hello
I have a 2 days old Precision Mobile 7710 (with ProSupport Plus) and I have already had 2 BSOD. To try to diagnose these BSOD my plan was to run a Quick Test found under Product Support/Diagnostics pages. Before the diagnostics itself is starting, System Detect are automatically downloaded and installed (step 1 and 2). No problem with this. The problem occur at step "3. Checking for SupportAssist": A small dialog is displayed saying "SupportAssist has stopped working" and the diagnostic procedure stops.
I have tried to download and run the aulauncher.exe, but all I get is a Dell dialog saying "No updates are available".
How can I fix my SupportAssist problem?
Regards
Arild
Edit: I have found out that the problem is probably is this file: C:\Program Files\Dell\SupportAssist\updater\appupdater.exe
jbilinski
5 Practitioner
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146 Posts
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March 23rd, 2016 11:00
Arild,
Each case is different but there may have been older version of SupportAssist on your system from factory settings.
The following list can be used to attempt to fix the issue where a user wants to get a failed uninstall cleaned up and reinstalled, but the bootstrap installer is returning “no updates found” or “No updates are available”.
Note: Execute all commands at an admin command prompt.
Some of the folders may not exist.
If you want to try the quick version first then go into the Control Panel > Programs and uninstall Dell SupportAssist and Dell SupportAssistAgent. (if existing), Then:
1) Open up your start window and search %appdata%\ and select enter, delete PCDr folder
2) Open up your start window and search %programdata%\ and select enter, delete PCDr and PC-Doctor for Windows folders
3) Download and execute the EXE noted in the URL below. Note: do not use an existing copy as we want to ensure the latest version is being used.
i. content.dellsupportcenter.com/.../aulauncher.exe
If the above quick solution doesn’t work, then try the detailed steps below.
1. Execute “uninstaller.exe” found in any of the following directories.
a. \program files\Dell Support Center
b. \program files\My Dell
c. \program files\Dell\My Dell
d. \program files\Dell\SupportAssist
2. If uninstaller.exe doesn't exist or fails
a. Run Regedit.exe
i. If it exists, Delete HKEY_LOCAL_MACHINE\SOFTWARE\PC-Doctor
ii. If it exists, Delete HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\PC-Doctor for Windows
iii. If it exists, Delete HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\PC-Doctor
b. Delete each of the following folders if found
i. \program files\Dell Support Center
ii. \program files\My Dell
iii. \program files\Dell\My Dell
iv. \program files\Dell\SupportAssist
v. %appdata%\pcdr
vi. %programdata%\pcdr
vii. %programdata%\PC-Doctor for Windows
viii. C:\Documents and Settings\All Users\Start Menu\Programs\Dell\SupportAssist
c. Download and execute the EXE noted in the URL below. Note: do not use an existing copy as we want to ensure the latest version is being used.
i. content.dellsupportcenter.com/.../aulauncher.exe
Joe B
Akshay Chadha
21 Posts
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March 25th, 2016 04:00
Hi Joe,
I have a similar problem on my Alienware 17R3 running Win10 Pro. Have tried all the above and still nothing. Whenever I open the SupportAssist, it crashes with BSOD Bad_Pool_Header.
Would be grateful if you could help me out with this.
I have also posted the same:
en.community.dell.com/.../19679860
eikari
1 Rookie
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8 Posts
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March 25th, 2016 04:00
Hi Akshay
I have read somewhere on the Net that it's actually SupportAssist that causes the Bad Pool Header BSOD. I can't verify this, but I have experienced the same thing, when Support Assist is used, bad_pool_header occur. I hope this will be fixed by Dell...
Arild
jbilinski
5 Practitioner
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146 Posts
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March 25th, 2016 07:00
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.
eikari
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8 Posts
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March 25th, 2016 08:00
Thank you, Joe. Do you know anything about the timeline here? Are we talking about months or weeks before a new version arrive.
Arild
jbilinski
5 Practitioner
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146 Posts
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March 25th, 2016 09:00
eikari - looks like May at this time, not sure on the exact date. If I have more information I’ll update the forum
jbilinski
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146 Posts
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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.
jbilinski
5 Practitioner
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146 Posts
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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
jbilinski
5 Practitioner
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146 Posts
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March 29th, 2016 14:00
Arild - Did you get the updates or reinstall via the link provided? Just wondering if the BSOD has been resolved. New version of SupportAssist should be v1.2.6793.01
eikari
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8 Posts
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March 30th, 2016 02:00
Hi Joe
Sorry for the late answer, but have been quite busy with work. I have tested (reinstall) it today and it looks good. No BSOD so far when accessing Support Assist.
Thank you for you support
Arild
Akshay Chadha
21 Posts
0
March 30th, 2016 06:00
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,
baggieantsy
2 Posts
0
December 13th, 2017 01:00
Hi Joe,
A big THANK YOU for your step-by-step approach to solving this problem I have j+had all manner of problems with Win 10 Fall creators update and had to get an image from Dell to get back to normal. Then Dellassistant wouldn't work. Now it does!
Thank you again.
Antsy
jbilinski
5 Practitioner
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146 Posts
0
December 13th, 2017 06:00
baggieantsy - Thank you for the feedback. This is a very old thread, glad it was still useful for your situation.
arfil
2 Posts
0
December 26th, 2017 08:00
Hi Joe,
I have Alienware 17R3 and I just had to reinstall Windows 10 Pro (Creators Update), because of a BSOD which caused Windows to become "non repairable".
I am trying to install SupportAssist and when running its installer *nothing happens* after extract.(Should I? Unfortunately I have lost confidence reading all these problems and maybe my BSOD was because of that).
Why? Why nothing happens? Nothing runs after the extract and cannot be installed. Is Dell aware of this?
arfil
2 Posts
0
December 26th, 2017 08:00
Hi Joe,
I have Alienware 17R3 and I just had to reinstall Windows 10 Pro (Creators Update), because of a BSOD which caused Windows to become "non repairable".
I am trying to install SupportAssist and when running its installer *nothing happens* after extract.(Should I? Unfortunately I have lost confidence reading all these problems and maybe my BSOD was because of that).
Why? Why nothing happens? Nothing runs after the extract and cannot be installed. Is Dell aware of this?