Recent Dell Update Affecting Internet

Hi GRadinski64:

What is your Windows OS (if Win 10 or Win 11 include the version and build shown at Settings | System | About | Windows Specifications, or open a Run dialog box and enter winver) and default browser?  Do you connect to the internet via a wireless or cabled (Ethernet) connection?

Which update do you believe caused the problem, and did you download and install the .exe installer manually or did you use a utility like SupportAssist or Dell Update? If you used SupportAssist then details of the installation should be logged on the History tab of the user interface.

Have you tried re-booting you modem/router (e.g., unplug the power cord, wait at least 30 sec, plug back into power and wait for the modem/router to re-acquire a signal as instructed in the How-To Geek article How to Reboot Your Router and Modem) to see if this fixes your slow internet connect? If not, test your connection speed on the Ookla Speedtest site at https://www.speedtest.net/, re-boot your modem/router, and then re-test the connection speed to see if this improves your connection speed.

If a modem/router re-boot doesn't help and the suspected update was a driver update for one of your network adapters it would also help if you could post a screenshot of the Network Adapters section of your Windows Device Manager so we know the make and model (the support page > for your Inspiron 3650 lists multiple Dell, Qualcomm and Intel wireless adapters that might have shipped with your machine). From my Inspiron 5584:

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64-bit Win 10 Pro v21H2 build 19044.1526 * Firefox v97.0.2 * Microsoft Defender v4.18.2201.10-1.1.18900.3 * Malwarebytes Premium v4.5.5.175-1.0.1621 * Dell SupportAssist v3.10.4.18 * Dell Update for Windows 10 Universal v4.4.0 * Dell Inspiron 5583/5584 BIOS v1.17.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

I'm running Windows 10. Intel Core i5-6400 CPU @ 2.70 GHz. I connect via ethernet cable. This was a Dell update with one of those small "Install" and "Remind" buttons. I've been doing remind and decided it was time to just install. Unfortunately, I don't know what Dell installed. I haven't tried rebooting the modem because all the laptops in the house are fine.

The network adapter is Realtek PCIe GBE Family Controller.

I have now discovered that iTunes won't open. This was not a problem before the Dell Update.

Is there any way to find the update on my computer and uninstall it?

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@GRadinski64 wrote:

... I connect via ethernet cable. This was a Dell update with one of those small "Install" and "Remind" buttons....The network adapter is Realtek PCIe GBE Family Controller.

I have now discovered that iTunes won't open. This was not a problem before the Dell Update....

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Hi GRadinski64:

What is the version and build of your Win 10 OS [go to Settings | System | About | Windows Specifications, or open a Run dialog box (Windows key +r) and enter winver]? What is your default browser and antivirus?

If you're aren't sure what Dell update is causing the problem, have you checked Control Panel | Programs | Programs and Features to see what software updates were recently installed around the time your internet connection problem started? The support page <here> for your Inspiron 3650 shows the last Dell-certified Realtek PCIe Ethernet Controller Driver v2.43.2017.727 released 24-Aug-2017, and the latest Dell Inspiron 3650/3250 System BIOS v3.12.1 was released on 17-Feb-2021, so it's unlikely a recent BIOS update or driver update for your network card is causing the problem unless you haven't checked for available Dell software and driver updates for over a year.

Are there any recent Dell update logs (.txt) files in the C:\ProgramData\Dell\UpdateService\UpdatePackage\log folder? Note that this is a hidden folder so you will have to show hidden files and folders in File Explorer by temporarily enabling View | Hidden Items as shown in the image below.

When you run the Ookla Speedtest at https://www.speedtest.net/ I suggested <above>, is your download speed close to the maximum speed promised by your ISP?

I'm still not sure from your reply if you were using the Dell Update v4.4.0 utility to install this problem update.  If you can't tell us what update you downloaded or how it was installed (e.g., downloading and manually running an .exe installer from the Inspiron 3650 support page <here>, using a Dell utility like SupportAssist or Dell Update, installing a Dell BIOS firmware update using Windows Update, etc.) then I'm not sure how to we can provide instructions on the best way to remove this update. When you say 'This was a Dell update with one of those small "Install" and "Remind" buttons' do you mean that you were given the choice of clicking "OK" re-boot your computer to finish the installation or clicking "Remind Me Later" to delay the re-boot of your computer?

If you haven't already done so, disable the Fast Startup power option of Windows 10 (Control Panel | Hardware and Sound | Power Options | Choose What the Power Buttons Do | Shutdown Settings | Turn on Fast Startup) as instructed in Option #1 of the TenForums tutorial How to Turn On or Off Fast Startup in Windows 10 and re-boot a a few times to see if this solves your problem. Fast Startup (also known as hybrid boot-up / hybrid shutdown) can interfere with the loading of third-party software at boot-up, especially with antivirus programs that load kernel mode drivers that can embed themselves deep into the Windows operating system, and cause all sorts of unexpected glitches and strange behavior. Fast Startup can even interfere with Windows Update (see the MS support article Updates May Not Be Installed With Fast Startup in Windows 10) so I generally recommend that Win 8.x and Win 10 users always have Fast Startup disabled.

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64-bit Win 10 Pro v21H2 build 19044.1526 * Firefox v98.0.0 * Microsoft Defender v4.18.2201.10-1.1.18900.3 * Malwarebytes Premium v4.5.5.175-1.0.1621 * Dell SupportAssist v3.10.4.18 * Dell Update for Windows 10 Universal v4.4.0 * Dell Inspiron 5583/5584 BIOS v1.17.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

Version: 21H1

OS Build: 19043.1586

Default Browser: Microsoft Edge, though I use Chrome

Anti-Virus: McAfee

I found what installed from Dell: SupportAssist OS Recovery Plugin for Dell and I can uninstall it. It set up a folder called SARemediation with audit and plugin folders.

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@GRadinski64 wrote:

... I found what installed from Dell: SupportAssist OS Recovery Plugin for Dell and I can uninstall it. It set up a folder called SARemediation with audit and plugin folders.

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Hi GRadinski64:

I would be surprised if an update to the Support Assist OS Recovery Plugin for Dell Update was the cause of your slow internet connection, but we won't know for sure until you've uninstalled the plugin.  Be sure to run the the Ookla Speedtest at https://www.speedtest.net/ before and after removing this plugin to see your connection speed improves.

The Support Assist OS Recovery Plugin for Dell Update is a component of the SupportAssist OS Recovery Tools (listed as Dell SupportAssist Remediation at Control Panel | Programs | Programs and Features, and sometimes referred to as System Repair). Before you uninstall this plugin to see if this fixes your slow internet connection, do you know if SupportAssist OS Recovery is installed and enabled on your system and creating daily system repair points (located in the hidden folder C:\ProgramData\Dell\SARemediation\SystemRepair\) that you can use for emergency recovery? If you aren't sure go to Control Panel | System and Security and look for the SupportAssist OS Recovery settings manager. If present, open the SupportAssist OS Recovery settings manager and go to Settings | System Repair to see if System Repair is enabled.

Note that if SupportAssist installed on your system, you can also go to Option (gear icon) | Settings, and if SupportAssist OS Recovery is installed there should be a section titled System Repair that shows if System Repair is enabled.

See the Dell SupportAssist OS Recovery User’s Guide and the support article Restore Your System Using Dell SupportAssist OS Recovery if you want to learn more about System Repair / SupportAssist Remediation.
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Do you know how the Support Assist OS Recovery Plugin for Dell Update was installed on your system? For example, did you download the Support Assist OS Recovery Plugin for Dell Update v5.5.1.16143 installer (Dell-SupportAssist-OS-Recovery-Plugin-for-Dell-Update_KN3R3_WIN_5.5.1.16143_A00.EXE, released 21 Jan 2022) from the support page <here> for your Inspiron 3650, or was that update recommended and installed by SupportAssist or Dell Update?

I currently have SupportAssist OS Recovery disabled but Dell Update and SupportAssist both detect an available update for the SupportAssist OS Recovery Tools v5.5.1.16141 (see my 11-Feb-2022 thread Any Problems Installing SupportAssist OS Recovery Tools v5.5.1.16141? about why I haven't installed this update yet). This is a large update (~ 230 MB) and if SupportAssist or Dell Update recently installed this update it's possible that the Dell Support Assist OS Recovery Plugin for Dell Update was updated at the same time. Just note that if you uninstall this plugin and have the SupportAssist OS Recovery Tools installed on your system then the plugin might simply be reinstall by SupportAssist or Dell Update as a necessary component.

I should mention that I can safely disable or uninstall SupportAssist OS Recovery / Dell SupportAssist Remediation on my Inspiron 5584 because I use Macrium Reflect Free v8 disk imaging software to create emergency rescue media (e.g., a bootable USB stick) and save the occasional full disk image of my hard drive to an external hard drive so I can easily roll back my entire system if something like a Windows Update or malware attack prevents me from booting up my system. I have also enabled the built-in Windows System Restore feature (disabled by default in Win 10) as instructed in the Windows Central article How to Use System Restore on Windows 10 as an added precaution.
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64-bit Win 10 Pro v21H2 build 19044.1526 * Firefox v98.0.0 * Microsoft Defender v4.18.2201.10-1.1.18900.3 * Malwarebytes Premium v4.5.5.175-1.0.1621 * Dell SupportAssist v3.10.4.18 * Dell Update for Windows 10 Universal v4.4.0 * Dell SupportAssist Remediation v5.5.0.16046 * Dell Inspiron 5583/5584 BIOS v1.17.0 * Macrium Reflect Free v8.0.6635
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

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@GRadinski64 wrote:

Version: 21H1 OS Build: 19043.1586

Default Browser: Microsoft Edge, though I use Chrome

Anti-Virus: McAfee

... I have now discovered that iTunes won't open. This was not a problem before the Dell Update.

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Hi GRadinski64:

... and further to my previous post, if uninstalling Support Assist OS Recovery Plugin for Dell Update doesn't solve your slow internet connection could you let us know the following the next time you post back:

• Your current versions of Dell SupportAssist, Dell SupportAssist Remediation (a.k.a. SupportAssist OS Recovery), Support Assist OS Recovery Plugin for Dell Update and Dell Update shown at Control Panel | Programs | Programs and Features (if installed)
• The product name and version of your McAfee antivirus. If your McAfee product includes a firewall and/or VPN (or if you use a VPN from another vendor) a recent update might be causing your slow internet connection.
• If you have a Home or Pro edition of Win 10 v21H1, and if there's a known reason why your system hasn't updated to v21H2 (Build 19044.xxxx) yet [e.g., if you have a Pro edition, did you use the Local Group Policy Editor (gpedit.msc) to change the setting at Computer Configuration | Administrative Templates | Windows Components | Windows Update | Windows Update for Business | Select the Target Feature Update to prevent Feature updates newer than Windows 10 / 21H1?]
• If third-party software like iTunes, MS Edge and Chrome are updating as expected [for example, do you have the current iTunes v12.12.3.5 (rel. 08-Mar-2022, check at Help | About iTunes or at Control Panel | Programs | Programs and Features if the program still won't launch) and MS Edge v99.0.1150.39 (rel. 10-Mar-2022; check at Settings | About Microsoft Edge)? I don't use Chrome but the release notes <here> show the latest stable release is currently v99.0.4844.51 (rel. 01-Mar-2022)]
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  64-bit Win 10 Pro v21H2 build 19044.1526 * Firefox v98.0.0 * Microsoft Defender v4.18.2201.10-1.1.18900.3 * Malwarebytes Premium v4.5.5.175-1.0.1621 * Dell SupportAssist v3.10.4.18 * Dell Update for Windows 10 Universal v4.4.0 * Dell SupportAssist Remediation v5.5.0.16046 * Dell Inspiron 5583/5584 BIOS v1.17.0 * Macrium Reflect Free v8.0.6635
  Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620
  
  

Thanks!