PC not updating because of Dell SupportAssist application fault

Hello! Thank you for reaching out to us. I am your Dell-Cares contact for order related queries.

Moving your Post to the applicable software troubleshooting board.

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i have a similar issue i have spent months trying to get an issue resolved with Dell assist it does not update my pc it repeatedly states error PC must restart after restart nothing happens. i have had my windows re-installed twice by support losing all data they lost my storage drive which an engineer ha doit replace on a home visit there was nothing wrong with original drive only that support had lost it whilst re configuring my PC the guys have tried I am at the end of my tether its effecting me, I am now waiting for a phone call from a manager, i wait to see what will happen now this issue is Dells fault its their application stopping PC from updating i have asked for a replacement or to have the PC taken away to be fixed still no resolve io see from other this seems to be the format they use promise to fix but cant do it, so fob off customers i am really worried i have been a customer for twenty odd years without issue £3000 pounds for a system is a lot of money to spend 9Inc Monitor|) 

where was the post moved to and where was it troubleshooted? I'm having the same problem that in browser for drivers & downloads it keeps asking to install the supportassist that I already have fully updated on my computer. the browser is google chrome

Hi Brizy99:

I checked the entire Dell Customer Care Wiki at https://www.dell.com/community/en/topics/customer-care-wiki and can't see any topic that explains how to escalate a support request or file an official complaint with a Dell ombudsman, if one even exists.  I can also sympathize with your frustration with the poor customer service you've received to date. I had a basic 1-year service warranty for my Inspiron 5584 and went in circles being passed from one unhelpful @DELL-Cares customer support rep to another for months trying to get a problem fixed (which they never did), and the day my service warranty expired they refused to provide any further support unless I paid for an extended service warranty or out-of-warranty repair.  I did neither since I felt doing so would be a waste of time and money to do so.

That being said, now that Dell's automated bot has moved your topic to the SupportAssist for PCs board you can see that there are many other Dell users having problems running SupportAssist v4.0.x and higher since it was first released back in March 2024.  If your next phone call with a Dell service manager doesn't provide a satisfactory resolution post back and let us know your Dell computer model, Windows operating system [open a run dialog box (Windows key + R) and enter winver to find your version and OS build number] and BIOS version [open a Run dialog box, enter msinfo32 to open your System Information panel, and look for the “BIOS Version/Date” field] we might be able to help you get SupportAssist running on your system.

It would also be helpful to know your current SupportAssist version shown at Control Panel | Programs | Programs and Features and whether you see any warning or error message when you try to launch SupportAssist.

In the mean time please read my 02-Jan-2024 post in WjSturgis' Support Assist will not run about the current SupportAssist v4.6.3 (released 24-Dec-2024) as well as employee DELL-Nat M's reply <here> in that same topic.

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Just FYI, I uninstalled all SupportAssist-related programs from my Inspiron 5584 after my service warranty expired - they were too buggy, consumed too much CPU and RAM, and the "system optimization" scans (Clean Files / Tune Performance / Optimize Network) were too aggressive and had the potential to do more harm than good.  For example, see my 12-Jul-2021 posts in ex-jedi's Prevent Automatic Recycle Bin Emptying about the over-aggressive registry cleaner included with the Tune Performance scan (now called Boost Performance in SupportAssist v4.x). When I still used SupportAssist v3.x I turned off all automatic background scanning at Settings | Scans and Optimizations (see the SupportAssist v4 User Guide <here>) and would only run "Update Software" and "Scan Hardware" tasks manually from the Home tab of SupportAssist to prevent any unexpected updates or unwanted changes to my system.
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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5247 * Firefox v133.0.3 * Microsoft Defender v4.18.24090.11-1.1.24090.11 * Malwarebytes Premium v5.2.4.157-1.0.5116 * 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

Mine was fixed by checking the box to let Dell to collect system usage details, which ironically should have nothing to do with it.

Mine was fixed by checking the box to let Dell to collect system usage details, which ironically should have nothing to do with it.

Hi Logan500:

I'm not sure if this is a deliberate design choice by Dell to force users into providing a huge amount of telemetry data (most of which I doubt is actually required in order for SupportAssist to function properly) or another bug in SupportAssist v4.6.x.

I've never used SupportAssist v4.x, but in most v3.4.1 and later releases if I disabled collection of telemetry data at Settings | Privacy and Terms (see the SupportAssist v4 User Guide <here>) this would break the blue "Check for Updates" button on the online support page for my Inspiron 5584 and prompt me to install SupportAssist, even though SupportAssist was already installed, which is yet another reason why I chose to uninstall SupportAssist-related programs from my system.  See my 04-Mar-2020 post in Caramel4406's Dell support website doesn't recognize that Support Assist is installed for one discussion about this.  Here's an old image I captured of my SupportAssist v3.10.4 privacy settings back in May 2022 that only shows a partial list of the type of data this program collects.

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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5247 * Firefox v134.0.0 * Microsoft Defender v4.18.24090.11-1.1.24090.11 * Malwarebytes Premium v5.2.4.157-1.0.5116 * 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

@Logan500​ Hi thanks for the reply yeah box is already ticked so not able to fix that way but thanks for taking the time to answer

@lmacri​ Hi Thanks for the reply

No joy yet waiting yet again for a manager to call me been here before i would love to be able to talk / chat with someone whom can actually deal with a complaint these support engineers even though some are great at trying others seem to be quite happy to cause stress to customers. Dell will eventually go out of business surely if they do not deal with complaint's to be honest I wont ever buy dell again, I've learnt my lesson been a customer of DEL:L for over twenty years to  

@DELL-Cares auto response​ Hi how do i direct message DELL ?

@DELL-Cares auto response​ Hi how do i direct message DELL ?

Hi Brizy99:

AFAIK that DELL-Cares auto response account is just an automated AI chat bot, so you won't get any response from that "user".

Before my service warranty expired I would contact a live DELL-Cares support rep on the profile page at https://www.dell.com/community/en/users/647be88fb3bb1b09f18e2639 by clicking scrolling down to the "Contact Me" section and clicking the "Send this user a direct message" link as instructed at How to Send DELL-Cares a Direct (Private) Message.

As long as your service warranty hasn't expired you can also contact DELL-Cares by clicking the blue Get Help Now button in the bottom-right corner of each page on the forum to start a Live Chat.  After you type in your question (e.g., How do I get a status update on my support request?) the automated chat bot will ask for your email address and your unique Service Tag.  Once it confirms you still have a valid service warranty it should connect you to a live customer service rep.

Before you contact DELL-Cares customer support I'd suggest you go to https://www.dell.com/support/home/en-us/products and enter your unique Service Tag, which should open the support page for your computer. If you click the Service Events tab you should be able to find your Service Request Number, and if you're lucky you might find a link that provides more information on the status of your request. If you contact DELL-Cares via a private message or Live Chat to ask for a status update be sure to provide your Service Request Number, if available.

From the support page for my Inspiron 5584 after I enter my unique Service Tag to view my old service requests (which were automatically closed after my service warranty expired without a solution):

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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5371 * Firefox v134.0.1 * Microsoft Defender v4.18.24090.11-1.1.24090.11 * Malwarebytes Premium v5.2.4.157-1.0.5116 * 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

@lmacri​ Many thanks for the invaluable information i will keep in mind. I think though after today i talked with a manager James whom convinced me to let them try again and despite it defeating another technician Paresh i think there has been a resolve at last holding my breath but have just installed 5 updates which was not happening before...

A technician i got from virtual chat online as the support lost assist all together put me on to a person named Ashbourne who seems to have worked a miracle hopefully it holds till my next change updating I cant thanks him enough to succeed where all others have failed fantastic has  took months though to find someone whom can deliver so it seems.... 

UPDATE:

Many thanks to all for the invaluable information i will keep in mind. I think though after today i talked with a manager James whom convinced me to let them try again and despite it defeating another technician Paresh i think there has been a resolve at last holding my breath but have just installed 5 updates which was not happening before...

A technician i got from virtual chat online as the support lost assist all together put me on to a person named Ashbourne who seems to have worked a miracle hopefully it holds till my next change updating I cant thanks him enough to succeed where all others have failed fantastic has  took months though to find someone whom can deliver so it seems.... 

... i think there has been a resolve at last holding my breath but have just installed 5 updates which was not happening before...A technician i got from virtual chat online as the support lost assist all together put me on to a person named Ashbourne who seems to have worked a miracle hopefully it holds till my next change updating I cant thanks him enough to succeed where all others have failed.... 

Hi Brizy99:

That's great news. Glad to hear you were finally put in contact with a Dell tech support rep who was able to help.

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NOTE:  If you post a reply that seems to disappear from the forum (or if you receive an email notification about a reply in a topic your are following that suddenly disappears) just wait an hour or two and it will likely reappear.  See my 17-Dec-2024 bug report at My Posts Keep Disappearing (Sent to Moderation?) for more information. This Dell forum recently introduced some new rules to try and prevent spam, but the spam filters are so restrictive now that most of my posts go straight to moderation and get stuck there until one of the Forum Moderators approves it and takes it out of moderation.
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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5371 * Firefox v134.0.1 * Microsoft Defender v4.18.24090.11-1.1.24090.11 * Malwarebytes Premium v5.2.4.157-1.0.5116 * 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