SA Scan Hardware Stuck on Preparing

Same same with me - seems to be a Support Assist and Windows issue......I have issues each time Win has a big update. Often sorts its self out in a couple of weeks when they both start talking.

@Hercules1961​ Thanks for taking an interest. My guess is it's Dell too. I'm reassured by your comment that these incompatibility periods are normal and will wait for it - hopefully - to be resolved. Thx again.

I don't know if you are still having this problem... This same thing was happening to me on two Dell computers. What I did was instead of running full system scan, (Or scan hardware). I just clicked check for updates inside of Support Assist. After installing those updates the other scans functioned normally.

@Everett H.​ Thanks for your mail. I just tried your advice - updated Support Assist and checked for updates. No good. Exactly the same as before. Stuck for 50 mins on the same spot. Another 5 mins after hitting the Cancel button. Then, finally Task Manager to shutdown Support Assist.

What OS are you using?

Windows 11.

Like I said, SA worked perfectly fine the first two times I used it. It was after an SA update that it stopped performing.

@recall9812​ Okay, one other thing that might fix your problem is to update your Dell firmware. I had just done this on both of my devices. Go to Windows Update, and click "Check for updates," when this is done, scroll down and select "Advanced Options," and then "Optional Updates." Open the "Driver Update" drop down and if there is a "Dell firmware" update select to install that. This usually the first thing I do when I have computer issues and it almost always helps. Once you get this installed you could try checking for computer updates again inside of Support Assist before attempting to scan hardware. Hope this helps.

Hi Everett. First of all let me thank you for taking an interest and trying to help me out; it's much appreciated. Unfortunately, this did not work. I followed your instructions but no "Dell firmware" update was offered.

Hi recall9812:

What is your Dell computer model, Win 11 version and OS build number [open a run dialog box (Windows key + R) and enter winver] and BIOS version [open a Run dialog box, enter msinfo32 to open your System Information panel, and look for the “BIOS Version/Date” field]? ***

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. DELL-Nat M is suggesting that users try a clean re-install of SupportAssist v4.6.3 (i.e., wiping remnants of older SupportAssist versions off your system before reinstalling v4.6.3 with the latest SupportAssistInstaller.exe) to see if that fixes any buggy behaviour by v4.6.3.

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*** ASIDE: I believe Everett H. is suggesting you check to see if Windows Update detects and installs an available BIOS update (i.e., "Dell firmware"). I would advise that you do NOT allow Windows Update or a Dell utility like SupportAssist v4.x or Dell Update for Windows Universal v5.x to update your BIOS, since any glitch during the update process could leave your system unbootable. See the instructions <here> in the SupportAssist v4.0 User Guide for disabling automatic updates to prevent an unexpected BIOS update - if you run update checks manually from the  Home tab of SupportAssist this will allow you to review the list of available updates and decline any BIOS update before it starts to download.

When Dell releases a critical BIOS update that as been certified for my Inspiron 5584 I normally save the .exe installer recommended on the Drivers & Downloads tab of my Inspiron 5584 support page to my desktop, close all my open programs, and then right-click the .exe file and choose "Run as Administrator".  However, the safer method is to flash your BIOS from a removable USB stick.

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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

I apologize for the apparent invalidity of my advise. I was just trying to assist with what has worked for me. Thank you lmacri for the warning about the Bios updates!

Everett and Imacri, thanks for your continued help.

Windows 11 24H2

OS Build 26100.2605

BIOS Dell Inc. 2.12.0, 18/09/2024

Thanks for the linked posts. I will try their advice later this week.

Thanks also for the tips re. BIOS upgrades. I have not let Windows Update or Dell Support Assist install any such upgrades, but did carry out a BIOS upgrade as part of "setting up" of my new PC. Setting up was complex and I can't remember eyerything I did but I am 99% certain that I did indeed Flash from USB; the procedure you linked to feels familiar.

I'll let you know how I get on.

Thanks again!

Imacri, thanks also for the tip on disabling automatic updates. This has now been done.

Windows 11 24H2

OS Build 26100.2605

BIOS Dell Inc. 2.12.0, 18/09/2024

Thanks for the linked posts. I will try their advice later this week...

Hi recall9812:

Thanks for your additional information, and be sure to let us know if a clean reinstall of SupportAssist v4.6.3 is able to solve the issue with your hardware diagnostic scan.

NOTE: Be sure to specify your Dell computer model the next time you post back.  Different Dell computer models use different BIOS firmware on the motherboard so we can't confirm your BIOS v2.12.0 is the latest recommended version for your Win 11 OS unless we know your Dell computer model.

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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 * Dell Inspiron 5583/5584 BIOS v1.22.1

Okay, I've learned that this is all a Dell problem and I should do nothing. I can uninstall, reinstall, config, yada yada yada - but it will only hurt my system for no gain.

Today, Dell prompted me to load a bunch of drivers. I did. I then ran Support Assist and it went through the whole process just fine - I did NOT have to un/reinstall. Dell just fixed the bugs.

Now, however, after all previous scans giving my PC a clean bill of health, Support Assist reported two hardware FAILS: PCI Status - D0702, Wireless Network Card - D0702. I did a belts & braces Advanced Memory Scan and it passed.

I have zero intention of investigating the Fails. My suspicion is that SA is a flaky piece-of-software that's not quite able to be the one-size-fits-all solution it tries to be.

Thanks again!

... Now, however, after all previous scans giving my PC a clean bill of health, Support Assist reported two hardware FAILS: PCI Status - D0702, Wireless Network Card - D0702. I did a belts & braces Advanced Memory Scan and it passed ...

Hi recall9812:

See my 15-Jan-2025 post in Tedco's PCI Status Fail Error Code D0702 about these "for information only" diagnostic codes.  If your network connection is working correctly and the F12 ePSA (enhanced Pre-boot System Assessment) hardware diagnostics run from your Dell BIOS don't generate a legitimate error code then your D0702 diagnostic code can be safely ignored.

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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5371 * Firefox v134.0.2 * 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