Dell Precision 7760 - SupportAssist tells me "This PC is not supported"

Hi kimboinatl:

User rinconman285 posted in their 13-Aug-2021 topic SupportAssist Questions that their Precision 7760 shipped with SupportAssist pre-installed at the factory so I'm not sure why you're seeing that error message.  When you say "work laptop" does this mean your Precision 7760 was provided by your employer and configured by their IT department before it was given to you?

What is your Windows operating system [if Win 10 or Win 11 please include the edition (e.g., Home, Pro, etc.), version and OS build number shown at Settings | System | About | Windows Specifications] and current BIOS version [open a Run dialog box (Windows+R keys), enter msinfo32 to open your System Information panel, and look for the “BIOS Version/Date” field]?

As a first troubleshooting step, download a fresh copy of SupportAssistInstaller.exe from the SupportAssist for Home PCs download page and save to your desktop, right-click on the .exe file, and choose "Run as Administrator" to see if the installer runs to completion.
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64-bit Win 10 Pro v21H2 build 19044.1889 * Firefox v104.0.2 * Microsoft Defender v4.18.2207.7-1.1.19600.3 * Malwarebytes Premium v4.5.14.210-1.0.1751 * Macrium Reflect Free v8.0.6979 * Dell SupportAssist v3.11.4.29 * Dell Update Windows Universal v4.6.0 * Inspiron 5583/5584 BIOS v1.20.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

Hey, thanks for responding!

Yes, it is a laptop provided by work, and configured prior to giving it to me. I have admin rights.

I'm on Windows 10 version 21H1, OS Build 19043.1766.

When I run msinfo32, I get a message saying "Can't Collect Information - Cannot access the Windows Management Instrumentation software. Windows Management files may be moved or missing." I'm sure this must have something to do with it.

I downloaded a fresh copy of SupportAssist from the link you provided. I still get the error message saying that my PC is not supported.

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@kimboinatl wrote:

... Yes, it is a laptop provided by work, and configured prior to giving it to me. I have admin rights.

I'm on Windows 10 version 21H1, OS Build 19043.1766.

When I run msinfo32, I get a message saying "Can't Collect Information - Cannot access the Windows Management Instrumentation software. Windows Management files may be moved or missing." ..

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Hi kimbionatl:

Since this is a work computer, is it possible that SupportAssist for Business PCs (i.e., not the SupportAssist for Home PCs being discussed in this forum) was installed on your Precision 7760 by your employer's IT department before your laptop was given to you?

If you cannot run msinfo32 from a Run dialog vbox to open your System Information panel then I suspect you're correct that you have a corruption in your Windows system files or registry that is preventing the SupportAssist installer from recognizing that you have a Dell Precision 7760.  From my own laptop, which shows that Dell is the manufacturer and the model is an Inspiron 5584 (i.e., that my computer make and model is compatible with SupportAssist for Home PCs) :

You said your Win 10 OS is v21H1, OS build 19043.1766. Do you know why your Win 10 OS hasn't updated to the recommended v21H2 (see Microsoft's Windows 10 dashboard <here> of current versions) or why you have not received any updates for your OS since KB5014699 (2022-06 Cumulative Update for Windows 10 v21H2, OS Build 19043.1766) was released during the June 2022 Patch Tuesday updates of 14-Jun-2022? I doubt your out-of-date Win 10 OS in itself would prevent SupportAssist from installing (the minimum system requirements <here> for SupportAssist v3.11.4.29 say you only need Win 10 v1809 or higher; also note the new requirement for Microsoft .NET Runtime v5.0.17, which might be missing from your system) but this might be another indication that there is a serious problem with your OS.

If you were an "ordinary" home user I would normally suggest running the System File Checker (sfc /scannow) and DISM commands like Dism /Online /Cleanup-Image /CheckHealth from an elevated command prompt as instructed in the ghacks.net article Use DISM to Fix Issues SFC Can't to see if these scans could find and correct any issues with your Windows system files (see the image below), but because your laptop was provided by your employer I would suggest you contact your employer's  IT department and ask what they suggest. I don't know what level of control they have over your system (e.g., if settings were changed in your Local Group Policy Editor to deliberately prevent your laptop from updating to the recommended v21H2) or if Windows Updates are pushed out to your system from a remote WSUS server, but trying to fix your OS problems on your own could just make the problem worse.  The simplest solution might be for you to take your laptop into work so they can re-image your hard driver so you can start over with an up-to-date, functioning operating system.

Before going any further, I would make sure that you backup all your personal data and work files to an external hard drive or remote cloud server so they can be easily recovered if your hard drive needs to be re-imaged or if anything goes wrong and you need to perform a system restore or emergency recovery.
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64-bit Win 10 Pro v21H2 build 19044.2006 * Firefox v104.0.2 * Microsoft Defender v4.18.2207.7-1.1.19600.3 * Malwarebytes Premium v4.5.14.210-1.0.1767 * Macrium Reflect Free v8.0.6979 * Dell SupportAssist v3.11.4.29 * Dell Update Windows Universal v4.6.0 * Inspiron 5583/5584 BIOS v1.20.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

Hi kimbionatl:

One other thing you should check. Do you know the unique Service Tag for your Precision 7760? If not, see the Dell support article How to Locate your System Service Tag Using Command Prompt.

If you enter your Service Tag at https://www.dell.com/support/home/en-us?app=products it should take you to the support page for your Precision 7760 and display a filtered list of software and drivers on the Precision 7760 "Drivers & Downloads" tab <here> that specifically matches your Service Tag. If the Dell Command | Update Windows Universal Application v4.6.0 (Dell-Command-Update-Windows-Universal-Application_DT6YC_WIN_4.6.0_A00.EXE) listed on the Drivers & Downloads tab of your support page is recommended for your Service Tag and runs correctly after installation then I would suggest you use this Dell Command | Update utility to check for available Dell software and driver updates.  There is a new SupportAssist v3.12.1.180 starting to roll out (see my 12-Sep-2022 post in The Escaper's SupportAssist Get Drivers & Downloads Not Working) and it's always possible the installer for the upcoming v3.12.1.180 will install correctly on your Precision 7760.
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64-bit Win 10 Pro v21H2 build 19044.2006 * Firefox v104.0.2 * Microsoft Defender v4.18.2207.7-1.1.19600.3 * Malwarebytes Premium v4.5.14.210-1.0.1767 * Macrium Reflect Free v8.0.6979 * Dell SupportAssist v3.11.4.29 * Dell Update Windows Universal v4.6.0 * Inspiron 5583/5584 BIOS v1.20.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620