Support assist more problems

Just as an update. Dell Support Assist worked OK until he Dec 07, 2024 update. Then I had to update it with the Dc 24, 2024 update to fix the excessive memory use problem. Hasn't opened correctly since then.

Error message:  "This app can't open. There’s a problem with SupportAssist. Reinstall the application from its original install location or contact your administrator."

I did a uninstall per instructions and then tried to reinstall several times but it failed each time.  Error message: "Download Failure. An error occurred while downloading SupportAssist" 

System is Dell Desktop, Win10 OS  

Ron

Hi dresdenron:

Can you confirm you have an Inspiron 3847, and what is the version and OS build number of your Win 10 OS [open a Run dialog box (Windows key + R) and enter winver]? 

Try downloading a fresh copy of SupportAssistInstaller.exe from https://downloads.dell.com/serviceability/catalog/SupportAssistInstaller.exe and save it to your desktop.  Then close your browser, right-click the .EXE file, and choose "Run as Administrator" to see if that helps.

The minimum system requirements for SupportAssist v4.6.x are posted <here> in the release notes and state that Microsoft .NET Desktop Runtime version 8.0.x is a pre-requisite.  If you continue to have problems installing SupportAssist go to Control Panel | Programs | Programs and Features and confirm this Desktop Runtime is installed.  If it is missing it should be automatically installed by SupportAssistInstaller.exe but it's always possible the download of this Desktop Runtime v8.0.x is causing your problem. 

I uninstalled all SupportAssist-related software from my Inspiron 5584 after my service warranty expired (they were too buggy and used too much RAM and CPU) but here's an image from my Win 10 Control panel that shows I have the latest Microsoft .NET Desktop Runtime v8.0.12:  NOTE : The word ".NET" will be missing but the name should include "Desktop" if you have the correct runtime.

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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5371 * Firefox v135.0.0 * Microsoft Defender v4.18.24090.11-1.1.24090.11 * Malwarebytes Premium v5.2.5.158-1.0.5135 * 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

Imacri,

Thanks for the response. My model is the 3847 and Dell identifies it as such when I log into my Dell account  that I have had for decades. My OS is WIN 10 22H2 (OS Build 9045, 5570). I have tried re-downloading SupportAssistInstaller.exe 3-4 times. It doesn't work. The last time the download worked is when Dell automatically downloaded it and put the corrupted Dec 7, 204 version on my computer. 

I will try the rest of your solutions and get back to you. Sory it takes so to type now that AI is involved everything you type takes 10 times as long to get it right.

Thanks

Ron

... My OS is WIN 10 22H2 (OS Build 9045, 5570). I have tried re-downloading SupportAssistInstaller.exe 3-4 times. It doesn't work....

Hi dresdenron:

Something is seriously wrong with your system files (or default browser) if you can't even download SupportAssistInstaller.exe from https://downloads.dell.com/serviceability/catalog/SupportAssistInstaller.exe and save it to your desktop.  What is your antivirus and default browser, and do you have an alternate browser you can use to try the download? Do you have problems downloading .exe installers for any other third-party software installed on your computer?

As a precaution I'd suggest you check the status of your Windows system files.  See my 29-Dec-2024 post in PeterMartinez's SupportAssist Reports Wrong Service Tag Code for instructions on how to run DISM and System File Checker (SFC) scans that might be able to repair any damaged or missing Windows system files.  Post back with the exact error message if either of these scan finds a problem with your system files

Also, could you check your Win 10 version again.  I have the latest Win 10 v22H2 Build 19045.5371 (KB5049981 released 14-Jan-2025) - at last until the February 2025 Patch Tuesday updates are released tomorrow on 11-Feb-2025 - and I'm worried that you've signed up for the Windows Insider program or installed a buggy Preview (beta-test) build.  As of today when I run winver from a Run dialog box (Windows key + R):

I did a uninstall per instructions and then tried to reinstall several times but it failed each time.

Just for future reference:

I'm not sure what uninstall method you used, but see employee DELL-Nat M's 08-Jul-2024 clean reinstall instructions <here> for SupportAssist that includes a suggestion to use Microsoft's Program Install and Uninstall Troubleshooter tool if the "regular" uninstall from Control Panel | Programs | Programs and Features does a poor job of removing remnants of older SupportAssist installations.

Detailed instructions for using Microsoft's Program Install and Uninstall Troubleshooter tool are posted in the section titled "Method 5: Run the Microsoft Install or Uninstall Troubleshooter" of the Dell support article How To Remove Applications, Programs, and Updates in Windows 11, and Windows 10.

In a worst case scenario, if that Microsoft tool can't uninstall SupportAssist you can try the free 30-day trial of Revo Uninstaller Pro.  The Pro version of Revo Uninstaller has a feature called Forced Uninstall - see the Revo tutorial How to Use Forced Uninstall, which explains how to use this feature "when a program’s built-in uninstaller is missing or isn’t functioning properly ...".
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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5371 * Firefox v135.0.0 * Microsoft Defender v4.18.24090.11-1.1.24090.11 * Malwarebytes Premium v5.2.5.158-1.0.5135 * 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 * Revo Uninstaller Free Portable v2.5.7

I've been laid up for a while. I tried the Dell Support Assist download from your link again today. I seemed to download OK. But when I click on it from the start menu the Support Assist start page comes up for about 3 seconds then disapaperes just as it did ever since the December Suspport Assist update probem. It shows up on the Start Menu, in Control panel it shows the Support Assist and Support Assist Recovery programs as being installed. Control Panel also shows Microsoft Desktop Runtime version 8.0.11 as being installed. 

I did notice on the prerequiste page that the browser has to be the most recent version of  Chrome or Edge. I have been using FireFox on this Dell since day one. I would think that wouldn't matter.  Since it did install Support Assist should I am assuming that the MicroSoft installer trouble shooting tool wouldn't help at this point. What do you think?

Control Panel also shows Microsoft Desktop Runtime version 8.0.11 as being installed.

Hi dresdenron:

Please post back and let us know the current build of your Win 10 v22H2 OS [open a Run dialog box (Windows key + R) and enter winver as requested in my 10-Feb-2025 post <above>], since I still suspect you are installing Windows Insider Preview (BETA) update for your Win 10 OS.  If you are using the "regular" stable build of 64-bit Win 10 Pro v22H2 you should currently have OS build 19045.5737 (KB5055518, rel. 08-Apr-2025.

Also, if Windows Update is running correctly on your system you should currently have Microsoft .NET Desktop Runtime v8.0.15 (KB5056686, rel. 08-Apr-2025), not v8.0.11.  Is there any reason you know of that would explain why  Windows Update hasn't delivered a Microsoft .NET Desktop Runtime v8.0.x update to your system since November 2024, and did you run the DISM and System File Checker (SFC) scans I suggested in my 10-Feb-2025 post <above> to check you Windows system files?  From scans I ran last week on my Inspiron 5584, which did not detect any problems with my Windows system files.

... in Control panel it shows the Support Assist and Support Assist Recovery programs as being installed ... .Since it did install Support Assist should I am assuming that the MicroSoft installer trouble shooting tool wouldn't help at this point.

It might still be helpful.

Remnants of older SupportAssist versions can sometimes interfere with the installation and/or running of newer versions. As noted in DELL-Nat M's clean reinstall instructions <here>, a "regular" uninstall of SupportAssist from Control Panel | Programs | Programs and Features sometimes does a poor job of removing remnants of older SupportAssist installations, so if you have a problem installing or running the latest SupportAssist version Dell suggests users perform a clean reinstall by removing the last remnants of older SupportAssist versions with Microsoft's Program Install and Uninstall Troubleshooter tool and then reinstall SupportAssist with a fresh copy of SupportAssistInstaller.exe.  I can't guarantee, however, that the latest SupportAssist v4.8.3 will run correctly after a clean reinstall.

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

I did notice on the prerequiste page that the browser has to be the most recent version of  Chrome or Edge. I have been using FireFox on this Dell since day one. I would think that wouldn't matter.

The prerequisite MS Edge browser is built-in to your Win 10 OS so you should be fine.  I only asked what your default browser was because you said in your 10-Feb-2025 post <above> that you were unable to download SupportAssistInstaller.exe from https://downloads.dell.com/serviceability/catalog/SupportAssistInstaller.exe. You said in your latest 05-May-2025 post that you are now able to download SupportAssistInstaller.exe using your default Firefox browser so that isn't a problem anymore.

But now when i try to open it from the task bar it just pops up and then the screen immediately goes away. Is this a new problem because I can't use it to tell if my hardware is OK?

Just FYI, I uninstalled all SupportAssist-related programs from my Inspiron 5584 after my service warranty expired - they were too buggy, consumed too much RAM and CPU, and the "system optimization" scans in SupportAssist (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).  See my 08-Feb-2025 post in ygil's BSOD Issues After Windows Updates for some suggestions for replacing Dell's SupportAssist-related software with more reliable third-party utilities.

If your only concern is running a Dell hardware diagnostic you can run an F12 ePSA (enhanced Pre-boot System Assessment) hardware diagnostic from your BIOS as instructed in the support article How to Run Dell Preboot Diagnostics and Hardware Tests on Your Dell Computer (see the companion video at https://www.youtube.com/watch?v=inYLxW2_xKo) . These hardware scans will run even if SupportAssist in not installed on your system.

If you cannot get SupportAssist v4.8.x to run correctly on your system you should be able to use the Dell Update for Windows Universal v5.5.0 app to check for available updates for your system.  If you want to try this app go to your Inspiron 3847 support page at https://www.dell.com/support/product-details/en-us/product/inspiron-3847-desktop/drivers, click the Identify Device button and enter your unique Service Tag, and click the This Device tab to see a list of Dell software and hardware drivers that are compatible with your system components.  If still offered, download and save the installer (Dell-Update-Windows-Universal-Application_7CJ1W_WIN64_5.5.0_A00.EXE, rel. 01-Apr-2025) to you desktop, right-click the .EXE file, and choose "Run as Administrator".

Just note that the latest Dell Update for Windows Universal v5.5.0 app is quite bloated compared to earlier versions [see my 05-Apr-2025 topic Dell Update v5.5.0 (rel. 01-Apr-2025) Installs Unnecessary Bloat].  Also, your Inspiron 3847 is quite old and most of the Dell software and hardware drivers listed on your support page were released prior to 2020 so I'm not sure how useful a check for available updates with Dell Update for Windows Universal v5.5.0 would even be at this point.
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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

Hi dresdenron:

Further to my previous post, also check to see if your BIOS version is the latest A11 (rel. 31-Jul-2019) listed on your Inspiron 3847 support page at https://www.dell.com/support/product-details/en-us/product/inspiron-3847-desktop/drivers.  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.

Shaakir_7's Dell SupportAssist for Business PCs is discussing possible reasons why SupportAssist for Business PCs will not install on some computers. Kristinajame's 07-May-2025 post today in that topic states in part:

1.  Device-Specific Issues:

While the script adjustments worked for most devices, I noticed that a few older models still had issues. After digging deeper, I found that these devices had BIOS versions that were incompatible with the latest SupportAssist update. Updating the BIOS resolved the issue. If you’re facing similar problems, I’d recommend checking the BIOS version and updating it if necessary.

The SupportAssist for Home PCs v4.8.x that you are trying to install on your Inspiron 3847 / Win 10 v22H2 machine is very different from the SupportAssist for Business PCs v4.5.x software being discussed in Shaakir_7's topic, but given the age of your Inspiron 3847 (and the fact that the Dell Inspiron 3847 System BIOS vA11 has not been updated since 2019), it's always possible that newer SupportAssist for Home PCs v4.8.x versions simply aren't compatible with older BIOS versions.

Hopefully @DELL-Nat M or one of the other Dell employees will jump into this topic and let us know if there are any new minimum system requirements for the latest SupportAssist for Home PCs v4.8.3 that aren't listed in the outdated SupportAssist for Home PCs Release Notes (last updated November 2024).
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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

Correction:

The following quote in Shaakir_7's Dell SupportAssist for Business PCs was originally posted in that topic on 10-Mar-2025 by glenn_smith07: 

1.  Device-Specific Issues

While the script adjustments worked for most devices, I noticed that a few older models still had issues. After digging deeper, I found that these devices had BIOS versions that were incompatible with the latest SupportAssist update. Updating the BIOS resolved the issue. If you’re facing similar problems, I’d recommend checking the BIOS version and updating it if necessary.

Kristinajame's user account has disappeared so this account might have been created for a spam bot that re-posted glenn_smith07's original 10-Mar-2025 reply, in violation of forum rules.

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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​ 

I checked the BIOS and I was one step behind with version A10. Apparently Support Assist that I had used routinely didn't feel I needed to update from 2018 through 2024. I updated the BIOS to the latest version (2019). It didn't make any difference.  I used the online version on the Dell Support site and it worked fine.  But when I downloaded and installed Support Assist on my computer, it just brings up the first screen for a few seconds then disappears. I tried the virtual assistant route and that was a total waste of time. I tried uninstalling then reinstalling a couple times. It was telling me Support Assist was already installed but it didn't show up in the Start menu or in Programs in Control Panel. Now it does show up but won't run after the first page.

Ron

I updated the BIOS to the latest version (2019). It didn't make any difference.

Hi dresdenron:

The fact that Dell hasn't released an update for your BIOS in 6 years still makes me wonder if your Inspiron 3847 is too old to run the latest SupportAssist v4.8.3.  As I said in my 06-May-2025 post <above>, I'm not even sure how useful SupportAssist would be at this stage given that your service warranty as expired and Dell hasn't released a driver update for most of your hardware components in several years.

_____________________________________________

Before we go any further please answer the questions in my 06-May-2025 post <above>.  For example, I asked about your current Win 10 OS build, results of your DISM and SFC scans, if you know why Windows Update isn't updating your MS .NET Desktop Runtime 8.0.x, if performing a clean reinstall using Microsoft's Program Install and Uninstall Troubleshooter tool*** to uninstall SupportAssist before you reinstall with a fresh copy of SupportAssistInstaller.exe gets SupportAssist working again, and if Dell Update for Windows Universal v5.5.0 runs correctly on your Inspiron 3847.

If SupportAssist fails to reinstall after you uninstall with Microsoft's Program Install and Uninstall Troubleshooter tool read Installation failure due to residual .NET folders in the Known Issues section of the SupportAssist v4 Release Notes for a possible workaround.
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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

Imacri,

Support Assist alerted me in 2 years ago (2023) that my 3 month old new SSD HD drive only had 60 % life left. My computer shop guy got the replacement and installed under warranty. Although my service warranty had been over for several years, I found Support Assist to be very helpful.

AS far as my system being too old to run Support Assist, I go to my Dell account page and it recognizes my system and all it's service codes.Then it tells me what updates are available to download for my system. Also I ran Support Assist from my account page on-line and it said it worked OK. 

My OS is Microsoft Windows 10 Home Version 10.0.19045

Build 19045. My Microsoft Windows Runtime you said is supposed to be 8.0.x and mine is 8.0.11so I guess that would be OK. (I am a little concerned because the date is showing as 12/7/2024 which was the date of the bad Support Assist version download)

I did the SFC and it said no problems found. Support Assist does install on my PC now. It just doesn't run after opening the first page. It's in the Start Menu and shows up in Control Panel now and send me notifications to do some tasks.

Ron

My OS is Microsoft Windows 10 Home Version 10.0.19045  Build 19045.

Hi dresdenron:

What is the full OS build number shown when you open a Run dialog box (Windows key + R) and enter winver as I instructed in my 06-May-2025 post <above>? As I said in that post, if you are on the "regular" stable release channel for Win 10 v22H2 you should currently have OS build 19045.5737 (KB5055518, rel. 08-Apr-2025).  From my Inspiron 5584:

My Microsoft Windows Runtime you said is supposed to be 8.0.x and mine is 8.0.11so I guess that would be OK.

Assuming you currently have Microsoft .NET Desktop Runtime v8.0.11 (KB5047489, rel. 12-Nov-2024) you are probably correct that this meets the minimum .NET Runtime system requirement for SupportAssist v4.8.x.  However, Windows Update should have installed v8.0.15 by now, so the fact that you are still on v8.0.11 suggests that your Microsoft .NET Desktop Runtime v8 installation is corrupted or that Windows Update hasn't run correctly on your system for over 5 months. From my Inspiron 5584:

NOTE : The program name will be missing the word ".NET" but should include "Desktop" if you have the correct Runtime.

You might want to run the built-in Windows Update troubleshooter (Settings | Update & Security | Troubleshoot | Additional Troubleshooters | Windows Update) to see if it detects any issues with Windows Update on your system.

Support Assist does install on my PC now. It just doesn't run after opening the first page. It's in the Start Menu and shows up in Control Panel now and send me notifications to do some tasks.

I don't know if this is relevant, but I would also check at Settings | Accounts | Your Info to see if the user account you normally use to log into Windows has Administrator rights. I seem to recall some users posting in this forum that SupportAssist v4.x would not function correctly unless they logged into Windows with a user account that had Administrator rights.

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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

Thanks for your help but I need to move on to other things. 

Ron

Over the last several months I have been dealing with defective and/or crappy updates from Dell, Firefox, Microsoft, Norton and Yahoo Mail.

Hi dresdenron:

That still sounds like you could have an underlying issue with your Win 10 OS.  If I had known earlier that your problems were that widespread I would have suggested an in-place repair of your Win 10 OS as instructed in Brink's TenForums tutorial How to Do a Repair Install of Windows 10 with an In-place Upgrade (which you can do without loosing any apps, programs or personal data).

If you eventually change your mind and want to start troubleshooting again post a Speccy snapshot of your system so others can see your system components and current driver versions. To post a Speccy snapshot:

1.  Install Piriform's free Speccy utility (available at https://www.ccleaner.com/speccy).
2. Launch the program and allow it to collect basic information about your system software and hardware.
3. Go to File | Publish Snapshot, click OK to confirm you want to publish a snapshot, and copy and paste the URL this generates (e.g., http: // speccy.piriform.com/results/xxx... as shown in the image below) in your next reply.

I posted a snapshot of my own Inspiron 5584 / Win 10 Pro v22H2 laptop at http://speccy.piriform.com/results/zwOLSI0q2SQBvoK1IDx1qLJ a few weeks ago if you want to see what system information Speccy collects.

I've been with Norton since the Peter Norton Utilities for DOS days and I am considering dropping them after this last mess.

FYI, I used Norton antivirus products for several years but switched to Microsoft Defender when I purchased my Win 10 laptop.  Norton hasn’t really existed as a unique brand since September 2024 when parent company Gen Digital abandoned the Norton scan engine and replaced it with an Avast scan engine starting with the Norton v24 product line. There's a discussion about the ongoing decline of Norton in bluboy714's 12-Mar-2025 Microsoft Defender as Primary Security Question in the AskWoody forum.

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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