Dell Support Assist fails to install

Hi jsm2000:

First, make sure that all remnants of previous SupportAssist installations are removed from your system. See employee DELL-Nat M's 24-Dec-2024 clean reinstall instructions in MichaelInParis's Any way to reduce the size of the DTPDB.DB file?.

Next, restart your computer and download a fresh copy of the latest SupportAssistInstaller.exe from https://downloads.dell.com/serviceability/catalog/SupportAssistinstaller.exe. Save the .EXE file to your desktop, right-click, and choose "Run as Administrator".  A new installer was released a few days ago that should install SupportAssist v4.8.1.27758.

If you still can't install SupportAssist post back and let us know your Dell computer model, the version and OS build of your Windows operating system [open a Run dialog box (Windows key + R) and enter winver] and BIOS version.  To find your current BIOS version open a Run dialog box, enter msinfo32 to open your System Information, and look for the field named "BIOS Version / Date" in the summary. It would also be helpful to know if your Dell service warranty has expired yet.
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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5608 * Firefox v136.0.4 * Microsoft Defender v4.18.25010.11-1.1.25020.1007 * Malwarebytes Premium v5.2.9.176-129.0.5196 * 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

Dell Inspiron 15 5559*64-bit Win 10 Home Single Language v22H2 build 19045.5796*BIOS Version/Date 1.9.0, 9/7/2020   I am failing to download and install supportassist

Dell Inspiron 15 5559*64-bit Win 10 Home Single Language v22H2 build 19045.5796*BIOS Version/Date 1.9.0, 9/7/2020   I am failing to download and install supportassist

Hi cleaningsystem:

If you go to Control Panel | Programs | Programs and Features what version number of Dell SupportAssist, if any, is listed in the Version column?

Please read my 31-Mar-2025 post <above> and perform clean reinstall of SupportAssist. The 24-Dec-2024 instructions provided <here> by Dell employee DELL-Natalie M note that users can run Microsoft's Program Install and Uninstall troubleshooter to remove any older versions of SupportAssist. After all traces of older versions are wiped off your system then re-install the latest version of SupportAssist (i.e., download a fresh copy of the latest SupportAssistInstaller.exe from https://downloads.dell.com/serviceability/catalog/SupportAssistinstaller.exe, save the .EXE file to your desktop, and right-click, and choose "Run as Administrator").

If the latest SupportAssistInstaller.exe installer will not download or run to completion let us know your antivirus, browser, and any warning or error message you see. Also check Control Panel | Programs | Programs and Features to see if you have Microsoft .NET Desktop Runtime 8.0 installed, which is a prerequisite for SupportAssist v4.x (see the minimum system requirements <here> in the SupportAssist v4 release notes).

NOTE: After installation Microsoft .NET Desktop Runtime 8.0 will not include the word ".NET" in the program name.

I also noticed your current Win 10 v22H2 OS is build 19045.5796, which is the optional KB5055612 Preview (BETA) build released on 22-Apr-2025. In future I would advise that you do not install optional Preview builds for any updates offered by Windows Update since these early Preview builds are normally intended for BETA testers to look for possible bugs before the next stable release is pushed out on Patch Tuesday on the second Tuesday of each month.  Go to Settings | Update & Security | Windows Update and make sure that "Get the latest updates as soon as they are available" is turned OFF to prevent automatic delivery of Preview updates.  See Brinks' TenForums tutorial Enable or Disable Get Latest Updates soon as available in Windows 10 for further details.

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ASIDE:  Don't worry if your replies seem to disappear from this forum after they are posted - they will typically reappear in an hour or two once they've been approved by a moderator.  See employee DELL-Brad L's 13-Nov-2024 post in my topic My Posts Keep Disappearing (Sent to Moderation?) for further details.

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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5737 * Firefox v137.0.2 * Microsoft Defender v4.18.25030.2-1.1.25030.1 * Malwarebytes Premium v5.2.11.183-131.0.5227 * Macrium Reflect Free v8.0.7783 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0

@lmacri​ 

I tried everything you advised. But when I tried to download, SupportAssistInstaller.exe installer did not download. I am using Avast free Antivirus, and I tried dowloading from Firefox and Microsoft Edge

Pamhidzai Pamela Makama

... when I tried to download, SupportAssistInstaller.exe installer did not download. I am using Avast free Antivirus, and I tried dowloading from Firefox and Microsoft Edge ...

Hi cleaningsystem:

I have no problem downloading and saving the latest SupportAssistInstaller.exe from https://downloads.dell.com/serviceability/catalog/SupportAssistinstaller.exe using my Firefox v138.0.0 or Microsoft Edge v135.0.3179.98 browsers.

Do you have any problems downloading .exe files from other web sites?  For example, can you download the adwcleaner.exe file from https://www.malwarebytes.com/adwcleaner and save that .exe file to your Windows desktop?

The fact that both your browsers can't download SupportAssistInstaller.exe from the Dell website suggests you could have a content blocker like Adblock Plus or some other browser extension that is common to both your browsers that is blocking downloads from dell.com, or that the real-time protection of your Avast Free Antivirus is causing the problem.

Are you using the default Windows Defender Firewall built in to your Win 10 OS or do you use a third-party firewall?  From Control Panel | System and Security | Windows Defender Firewall on my Win 10 machine, which uses the Windows Defender Firewall:

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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5737 * Microsoft Defender v4.18.25030.2-1.1.25030.1 * Malwarebytes Premium v5.2.11.183-131.0.5227 * Macrium Reflect Free v8.0.7783 * Firefox v138.0.0 * uBlock Origin for Firefox v1.63.2 * Malwarebytes Browser Guard for Firefox v3.0.17

@lmacri​ 

Hi, I uninstalled the Avast free anti virus to see if it was the one blocking. then I managed to download Malwarebytes and ran a scan. removed and quarantined the pre-installed software.

I also downloaded and installed Microsoft defender.

Restarted the laptop and tried to install the supportAssintant (using Administrator rights).

But still it refused to install. I dont have any content blocker like Adblock Plus or some other browser extension.

Pamhidzai

Hi cleaningsystem:

Do you see any error message or warning when you try to install a fresh copy of SupportAssistInstaller.exe? 

HINT: When installing SupportAssist, save SupportAssistInstaller.exe to your desktop, right-click the .EXE file, and choose "Run as Administrator".

I also downloaded and installed Microsoft defender.

What "Microsoft Defender" software did you download and install?

Microsoft Defender is built in to Windows 10 (Settings | Update & Security | Windows Security | Virus and Threat Protection) so you shouldn't need to install it on your system - see the Microsoft Learn article Microsoft Defender Antivirus in the Windows Security app. Microsoft Defender is your default antivirus unless you install a third-party antivirus like Avast Free Antivirus Avast**, which will automatically disable the built-in Microsoft Defender.  When you uninstalled Avast Free Antivirus your built-in Microsoft Defender should have automatically re-enabled itself after your next re-boot and started protecting your computer again.  

** NOTE: If you install Malwarebytes Free it will automatically activate a 30-day free trial of the Malwarebytes Premium real-time protection features, which will also disable your Microsoft Defender antivirus.

then I managed to download Malwarebytes and ran a scan. removed and quarantined the pre-installed software

You didn't specify what "pre-installed" software was quarantined by Malwarebytes, but if you aren't familiar with this anti-malware scanner see my 07-Jun-2024 post # 2678804 in crimsoncricket's Window Security is behaving strangely… in the AskWoody forum for hints on how to configure Malwarebytes Free after installation.

Restarted the laptop and tried to install the supportAssintant (using Administrator rights). But still it refused to install.

If your Dell service warranty has not expired you should contact Dell customer support by clicking the blue "Get Help Now" button in the bottom-right corner of each page on the forum to start a Live Chat and ask for help installing SupportAssist.  After you type in your question an automated chat bot will ask for your email address and the unique Service Tag of your Dell computer.  Once it confirms you still have a valid service warranty it should connect you to a live customer service rep.

If your service warranty has expired then see my 06-May-2025 post in dresdenron's Support assist more problems.  I don't know if it's a coincidence that both you and dresdenron appear to be installing Preview (BETA) updates*** for your Win 10 v22H2 OS (which I would strongly advise against) but you might find some useful information in that topic on how to perform a clean reinstall of SupportAssist and what alternate software you can use to replace SupportAssist if it won't install on your system.

Unfortunately, the Dell Update for Windows Universal v5.5.0 app I mentioned in dresdenron's topic is not listed on your Inspiron 5559 support page at https://www.dell.com/support/product-details/en-us/product/inspiron-15-5559-laptop/drivers so this software cannot be installed on your system.

*** NOTE: If you haven't already done so, I'd still advise you turn OFF the option to "Get the latest updates as soon as they are available" in your Windows Update settings to prevent automatic delivery of Preview updates.  See the second image in my 28-Apr-2025 comments <above>.
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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5737 * Firefox v138.0.1 * Microsoft Defender v4.18.25030.2-1.1.25030.1 * Malwarebytes Premium v5.3.0.186-132.0.5253 * Macrium Reflect Free v8.0.7783 * * My Dell v2.2.6.0 * Fusion Service 2.2.14.0

@lmacri​ 

Good morning,

In response to your queries:

1.  When installing SupportAssist, save SupportAssistInstaller.exe to your desktop, right-click the .EXE file, and choose "Run as Administrator".

It does not show any error. I even manage to pass through yes/no stage, then nothing, but no error is shown.

2. I had downloaded Microsoft defender from microsoft store. When i checked today, I noticed that the installation was not showing in the control panel under apps and features. I uninstalled through start. When I checked for the inbuilt, I noticed it was there.

3. The Malwarebytes Adwcleaner 8.0.7, I had downloaded through the its website. Again today I checked under installed programs its not there, meaning it did not install, though I managed to do a scan on that came through the website.

4. My dell service is expired. I went to your post of 6.05.2025 and did accordingly.

5. I ran DISM and SFC. The scan identified corrupt files and successfully fixed them.

6. I also downloaded the free AVAST anti virus to support  the microsoft defender

7. Restarted my laptop

8. Tried to install Dell Support Assistant, but was unsuccessfully. Right clicked and ran as administrator SupportAssistInstaller.exe, still passed through the yes/no to allow changes, and a flash of an image of the cmd and nothing more. I tried to wait but nothing came up.

Pamhidzai

Dell Inspiron 15 5559*64-bit Win 10 Home Single Language v22H2 build 19045.5796*BIOS Version/Date 1.9.0, 9/7/2020   I am failing to download and install supportassist

Hi cleaningsystem:

There seem to be several users who own older Dell computer models running Win 10 v22H2 who are now complaining about being unable to install the latest SupportAssist v4.8.x, even after performing a clean reinstall with Microsoft's Program Install and Uninstall Troubleshooter to remove all traces of older SupportAssist installations.

I'm beginning to suspect that the latest SupportAssist v4.8.x is not compatible with older BIOS versions, and if my suspicion is correct there's not much you can about this given you already have the latest Dell Inspiron 5559 System BIOS v1.9.0 (rel. 02-Nov-2020) listed on your Inspiron 5559 support page at https://www.dell.com/support/product-details/en-us/product/inspiron-15-5559-laptop/drivers.​  However, someone from Dell needs to confirm that.

A few quick comments about your previous post:

3. The Malwarebytes Adwcleaner 8.0.7, I had downloaded through the its website. Again today I checked under installed programs its not there, meaning it did not install, though I managed to do a scan on that came through the website.

AdwCleaner and the full Malwarebytes Free anti-malware scanner are two different products offered by the same company.

AdwCleaner is a portable app and the downloaded adwcleaner.exe excutable can be run from any location, including a removable USB stick.  AdwCleaner does not actually install on your system's hard drive like Malwarebytes Free. 

AdwCleaner mainly targets lower-risk adware, spyware, PUPs (potentially unwanted programs) and browser hijackers, while Malwarebytes Free can detect and remove a broader range of higher-risk malware like viruses and trojans.

Also, the official AdwCleaner download page at https://www.malwarebytes.com/adwcleaner is currently offering AdwCleaner v8.5.1, so your v8.0.7 (rel. 23-Jul-2020) is in need of an update.  Just note that AdwCleaner v8.5.0 and higher now require Win 10 and higher.

6. I also downloaded the free AVAST anti virus to support  the microsoft defender 

Avast Free Antivirus does not "support" your built-in Microsoft Defender antivirus real-time protection, it completely disables it.

Avast Free Antivirus is typically used on Win 7 and older machines that do not have a built-in antivirus, and I would suggest that you uninstall Avast Free Antivirus and just use your built-in Microsoft Defender antivirus, supplemented by the occasional manual scan with Malwarebytes Free .  See 25-Oct-2023 How-To Geeks article What's the Best Antivirus for Windows 10 and 11? (Is Microsoft Defender Good Enough)? , which suggests going on step further and combining Microsoft Defender with a paid version of Malwarebytes Premium (and discusses some of the drawbacks of using Avast Free Antivirus and other free third-party antivirus programs).  However, each user's preference for the brand of antivirus they use often comes down to personal choice.
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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5737 * Firefox v138.0.1 * Microsoft Defender v4.18.25030.2-1.1.25030.1 * Malwarebytes Premium v5.3.0.186-132.0.5253 * Macrium Reflect Free v8.0.7783 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0

@lmacri​ 

Thank you. Perhaps this problem will be solved, will just keep on trying to install. you never know. Thank you for your help.

Pamhidzai