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1 Rookie
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9 Posts
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23398
November 6th, 2018 07:00
Dell supportassist not scanning hardware
My Dell Inspiron 17 (Inspiron 5770) with windows 10 and supportassist 3.0.2 is not running the hardware scan correctly since oct.30 and is giving me an “unexpected error”. Even the online hw scan is having problems. All the other supportassist functions work correctly.
No Events found!
jbilinski
5 Practitioner
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146 Posts
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November 13th, 2018 08:00
SydGlick - I see your running on older version v2.2, there were come PIPE Connection issues to PCDR app in that release, please upgrade to v3.0.2, URL Below
https://www.dell.com/support/contents/us/en/04/article/product-support/self-support-knowledgebase/software-and-downloads/supportassist
Also verify Dell HW Service is up and running, if still having an issue after upgrade restart that service.
jbilinski
5 Practitioner
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146 Posts
2
November 6th, 2018 11:00
Fabrizio,
Can you open services, Windows Icon + R, or search for services, make sure Dell Hardware Support is running as well as the other Dell services. If Dell Hardware Support is not running, right click and start. If it is running right click and restart. Close SupportAssist UI, open and try again. If still an error open in notepad
C:\ProgramData\SupportAssist\Client\Agent\logs\ApplicationLogs\SupportAssistAgent.log
Hit CTRL+F to find, type ERROR, select Match Case, what types of ERRORs do you see if any? Relating to Hardware Scan.
Fabrizio Mirenghi
1 Rookie
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9 Posts
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November 7th, 2018 00:00
Thanks for your answer.
The Dell Hardware Support service was down (???). Once I started it I could perform an HW scan on my notebook.
Thanks again.
SydGlick
3 Posts
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November 12th, 2018 14:00
Joe, here is the log file Error entry
2018-11-06 13:10:11,511 [2.2.0.138] [6104 - 87] ERROR Dell.Services.SupportAssist.SupportAssistHandlers.PcDr.PcDrNamePipeClient - Error occured while peocessing name Pipe connection to PcDr. The operation has timed out.
No idea what this might mean.
The post was modified by the host and invalid HTML has been removed.
Thanks for your help
SydGlick
3 Posts
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November 13th, 2018 12:00
Second attempt to send this reply first was treated as spam No idea why
Tried to update software per your post. Failed to install. Installer hung
Tried to uninstall. Failed. Uninstaller hung.
Sent you event log of failure and was spammed into oblivion.
Can I manually uninstall so that I can then install the latest?
jbilinski
5 Practitioner
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146 Posts
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November 13th, 2018 13:00
Yes you can manually uninstall and install the latest. Are you using a clean up utility
Rec Steps
Perform a clean uninstall (If any of these exists)
Uninstall “Dell SupportAssist” from the control Panel.
If exist....
Delete folder “C:\ProgramData\PCDr\”
Delete folder “C:\ProgramData\PC-Doctor, Inc “
Delete folder “%Appdata%\PCDr“
Delete folder “C:\Program Files\Dell\SupportAssistAgent”
Delete folder “C:\Program Files\Dell\SupportAssist”
If that didn't work
Use Microsoft tool - https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed-or-removed - to fix MSI corrupt installer database
• Please perform a clean uninstall on system
Jav4ns777
1 Message
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August 12th, 2019 20:00
Thanks! It worked
DELLG7-7790 user
1 Message
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October 27th, 2019 13:00
2019-10-27 13:21:24,757 [3.3.3.16] [14184 - STP SmartThreadPool Thread #5] INFO Dell.Services.SupportAssist.CommonUtilities.ServiceWindowLauncher - Last error code while querying user token 0
I have no idea what this means or what to do with the info but is the only thing that appears.
Moni1234
2 Posts
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October 28th, 2019 09:00
After i performed 'Reset' from the Application settings. It started working fine.
Cleveland OH
1 Message
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December 25th, 2019 17:00
I'm also having trouble running the hardware scan. I followed your instructions and in the SupportAssistAgent log it states:
2019-12-25 09:28:28,862 [3.4.0.217] [9196 - 38] ERROR NHibernate.AdoNet.AbstractBatcher - Could not execute command: DELETE FROM "BatchDetails" WHERE Id = @p0
System.Data.SQLite.SQLiteException (0x80004005): constraint failed
FOREIGN KEY constraint failed
at System.Data.SQLite.SQLite3.Reset(SQLiteStatement stmt)
at System.Data.SQLite.SQLite3.Step(SQLiteStatement stmt)
at System.Data.SQLite.SQLiteDataReader.NextResult()
at System.Data.SQLite.SQLiteDataReader..ctor(SQLiteCommand cmd, CommandBehavior behave)
at System.Data.SQLite.SQLiteCommand.ExecuteReader(CommandBehavior behavior)
at System.Data.SQLite.SQLiteCommand.ExecuteNonQuery(CommandBehavior behavior)
at NHibernate.AdoNet.AbstractBatcher.ExecuteNonQuery(IDbCommand cmd)
Looks like a BIG problem??? HELP - THANKS!!