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37 Posts
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1532
November 19th, 2022 04:00
Can't Install Support Assist Recovery Tool
Brand new Inspiron 15 3525 here. I've tried multiple times to install the latest OS Recovery Tool (the one that creates a recovery partition on your SSD) but without success. I've uninstalled and reinstalled SupportAssist multiple times (3 to be exact) before I finally gave up and did a complete reformat and "bare-metal" install of Windows 11 Pro and then immediately installed SupportAssist (the latest version, obviously) and tried to install the Recovery Tool again, but still with no success. The BIOS is updated to the latest version, of course. I've searched for the actual physical file to download to the SSD and run it from there (rather than the web-based method) but I can't find it anywhere. It seems that in just about every other case you can download the physical file, if you can't get it to install via the web-based SupportAssist interface (like the BIOS, for example) I've done this successfully on at least 6 other computers, both desktops and laptops without a hitch (and certainly not having to reformat the SSD) but this one's got me stumped. I'll upload some images of the error messages and hope somebody's got a good suggestion; no rhyme or reason here, under the circumstances. Thanks!
NJDave
2 Intern
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404 Posts
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November 26th, 2022 22:00
Unfortunately I can't view your error messages, since the image you uploaded isn't displaying. I'm unsure if you have the right idea of what the tool does, however. I'm sure it doesn't help that the same SupportAssist name is used for multiple tools and utilities, nor that the 3525 isn't included in the SupportAssist OS Recovery Support Matrix. The matrix is almost a year old (January) and I believe the model debuted in March, and since this doc ("How to Download and Use the Dell Operating System Recovery Image") appears in your model's Documentation page, let's move forward with the assumption that the usual recovery tools are supported for the 3525.
You can actually run the OS Recovery Tool on any Windows system, Dell or not, that meets the requirements stated in the doc linked above. Its job is to download a recovery image and create bootable USB media from which you can boot and restore your Dell system to its factory state, including the Dell recovery partition. You provide the tool your service tag, which determines the proper image to download.
Another option for restoring your Dell recovery partition is running SupportAssist OS Recovery from the system's F12 pre-boot menu (again assuming it's supported), using the so-called "BIOSConnect" option to download the recovery image on demand from Dell. I have successfully used this option, though I found that my Wi-Fi connection with the BIOS utility was less reliable than with a running Windows system. A cabled Ethernet connection should work better if available. You may find the two-step process of creating recovery media, then booting it on your system, more dependable.
There certainly may be other, enterprise-level tools for delivering and installing a recovery image, but these are the only DIY ones I'm aware of.
Travis_Lloyd
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37 Posts
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November 29th, 2022 01:00
Thanks for your input. Hopefully you can go back and look at my post again; the graphics seem to be showing up just fine for me and they're simply ordinary .jpg files, so I don't know why they're not visible. At any rate, I'll post some additional ones. I've reformatted and re-installed Windows 11 Pro 22H2 yet again and I'm getting the same results on this Inspiron 15 3525. It will go thru the entire installation process perfectly until the very last moment and then it fails and continues to do so, even though the "Critical Update" continues to show-up, yet not install. This is the last one of all the Support Assist updates to attempt to install (as it has been on all the other Dell units that I've successfully installed it on) both laptops and desktops, without a hitch. In none of those cases was creating a flash drive ever mentioned. It simply created a separate partition on the hard drive and that was it. The only suspect here is that this is the solitary AMD computer that I've worked on lately; all the rest are Intel machines. And it also has a "small" SSD in my estimation, only 1/2 a TB & 16 GB of RAM. At this point I'm just about ready to give up and move on. I just hate that that crummy update will linger on there from now till Doomsday and (apparently) never install. I still think if I could find the actual physical installation file (as is the option with all the other Dell update files) and not depend on a "streaming download" that I might could get it to work. I've looked high & low on the Dell support site by file name, version and size but no luck. The Inspiron 15 3525 does indeed appear to support the SupportAssist OS Recovery Partition based on the matrix you sent me though, as shown on the last line of the graphic. It just galls me that something that works on everything else won't work on this unit and the fact that the install fails under multiple "ideal circumstances" tells me that something is Rotten in Denmark somewhere.





Red49
5 Posts
1
December 2nd, 2022 10:00
Same problem, same version of Support Assist, different version of Recovery Tools!
Update of "SupportAssist OS Recovery Tools" to version 5.5.5.16206 fails immediately after validating. Message = "Some of the updates could not be installed. See the Status column for details.". Needless to say, no details are given.
Attempted to update manually through "www.dell.com/support/..." - latest version is listed as 5.5.4.16189. Version 5.5.5.16206 does not exist.
Tried using Dell Update which appears to be installing successfully.
Travis_Lloyd
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37 Posts
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December 11th, 2022 22:00
@Red49
Thanks; nice to know I'm not the Lone Ranger out here, but as I always say, "If 1 guy has a certain problem then there are probably 100s more that have the same one, you just don't hear about it" and I'm guessing that's the case here, especially if you just have the "standard" level of tech support (as opposed to ProSupport, which I usually specify). In this case the sheer torture of trying to go through Tier 1 tech support (and the attendant language barrier) was just not worth it to resolve such a relatively minor detail, plus I was overdue delivering the unit to the customer, so I just gave up. Maybe Dell will acknowledge the problem and fix it in a future release of the software. (I still suspect it had something to do with the AMD chipset, since I've never had a similar problem installing this very same update on any number of laptops or desktops, all which just happened to have had Intel hardware) By the way, I did try using "Dell Update" (an almost 'secret' little alternative to SupportAssist) but alas, I got the same result, namely nothing. Maybe somebody else with post here, if they can come up with a viable solution, but so far it's a bust...