Support Assist Never Worked

Note this snippet from its log.  Some MSNet dependency....??

2023-10-08 03:55:40,516 [3.14.0.91] [12820 - 20] INFO Dell.SupportAssist.Client.WebSocketServer.WebSocketMiddleware - InnerException: Microsoft.AspNetCore.Connections.ConnectionResetException: An existing connection was forcibly closed by the remote host.
 ---> System.Net.Sockets.SocketException (10054): An existing connection was forcibly closed by the remote host.
   at Microsoft.AspNetCore.Server.Kestrel.Transport.Sockets.Internal.SocketAwaitableEventArgs.<GetResult>g__ThrowSocketException|5_0(SocketError e)
   at Microsoft.AspNetCore.Server.Kestrel.Transport.Sockets.Internal.SocketAwaitableEventArgs.GetResult(Int16 token)
   at Microsoft.AspNetCore.Server.Kestrel.Transport.Sockets.Internal.SocketConnection.DoReceive()
   --- End of inner exception stack trace ---
   at System.IO.Pipelines.Pipe.GetReadResult(ReadResult& result)
   at System.IO.Pipelines.Pipe.GetReadAsyncResult()
   at Microsoft.AspNetCore.Server.Kestrel.Core.Internal.DuplexPipeStream.ReadAsyncInternal(Memory`1 destination, CancellationToken cancellationToken)
   at System.Runtime.CompilerServices.PoolingAsyncValueTaskMethodBuilder`1.StateMachineBox`1.System.Threading.Tasks.Sources.IValueTaskSource<TResult>.GetResult(Int16 token)
   at System.Net.Security.SslStream.ReadAsyncInternal[TIOAdapter](TIOAdapter adapter, Memory`1 buffer)
   at System.IO.Pipelines.StreamPipeReader.<ReadAsync>g__Core|36_0(StreamPipeReader reader, CancellationTokenSource tokenSource, CancellationToken cancellationToken)
   at Microsoft.AspNetCore.Server.Kestrel.Core.Internal.Http.Http1UpgradeMessageBody.ReadAsyncInternalAwaited(ValueTask`1 readTask, CancellationToken cancellationToken)
   at System.Runtime.CompilerServices.PoolingAsyncValueTaskMethodBuilder`1.StateMachineBox`1.System.Threading.Tasks.Sources.IValueTaskSource<TResult>.GetResult(Int16 token)
   at Microsoft.AspNetCore.Server.Kestrel.Core.Internal.Http.HttpRequestStream.ReadAsyncInternal(Memory`1 destination, CancellationToken cancellationToken)
   at System.Net.WebSockets.ManagedWebSocket.EnsureBufferContainsAsync(Int32 minimumRequiredBytes, CancellationToken cancellationToken, Boolean throwOnPrematureClosure)
   at System.Runtime.CompilerServices.PoolingAsyncValueTaskMethodBuilder`1.StateMachineBox`1.System.Threading.Tasks.Sources.IValueTaskSource.GetResult(Int16 token)
   at System.Net.WebSockets.ManagedWebSocket.ReceiveAsyncPrivate[TResult](Memory`1 payloadBuffer, CancellationToken cancellationToken) StackTrace:    at System.Net.WebSockets.ManagedWebSocket.ReceiveAsyncPrivate[TResult](Memory`1 payloadBuffer, CancellationToken cancellationToken)
   at System.Runtime.CompilerServices.PoolingAsyncValueTaskMethodBuilder`1.StateMachineBox`1.System.Threading.Tasks.Sources.IValueTaskSource<TResult>.GetResult(Int16 token)
   at System.Threading.Tasks.ValueTask`1.ValueTaskSourceAsTask.<>c.<.cctor>b__4_0(Object state)
--- End of stack trace from previous location ---
   at Dell.SupportAssist.Client.WebSocketServer.WebSocketMiddleware.ReceiveAsync(WebSocket socket, Action`2 handleMessage)
2023-10-08 03:55:40,517 [3.14.0.91] [12820 - 20] INFO Dell.SupportAssist.Client.WebSocketServer.WebSocketMiddleware - WebSocket client is disconnected.
2023-10-08 03:55:40,518 [3.14.0.91] [12820 - 59] INFO Dell.SupportAssist.Client.WebSocketServer.WebSocketServerManager - Client UI  is disconnected.
2023-10-08 03:55:40,518 [3.14.0.91] [12820 - 59] INFO Dell.SupportAssist.Client.MessageRouter.MessageRouterManager - Update Client Connection State : False
2023-10-08 03:55:40,531 [3.14.0.91] [12820 - 20] INFO Dell.SupportAssist.Client.WebSocketServer.WebSocketServerManager - Server stopped successfully True
2023-10-08 03:55:40,532 [3.14.0.91] [12820 - 57] INFO Dell.SupportAssist.Client.WebSocketServer.WebSocketServerManager - Server stop status: True
2023-10-08 03:56:52,616 [3.14.0.91] [12820 - 46] INFO Dell.SupportAssist.Client.Plugin.Esupport.Handler.ClientServiceHandler - Esupport request URL: http://127.0.0.1:8884/clientservice/isalive/?expires=1696752724&signature=jUDKrNOTpbVhssqZPLR6SMSki4hGgfu9ybIbQVnWmg4XbkwZLx8cKMtnB6QAHO%2F%2BGJm3ln9lIX%2Bt2%2BRmGO49zZ5JDdL6zbpAcKmLqNdGr%2FJ01hVKckKFiL88SWpJ7dSXR2anqtoyrHAdpqGTBTwWyYbpuUoe9woqZ%2BD2d%2BpxyFs%3D&buster=lnh67xmh&s_id=ES_1696751813_KEY
2023-10-08 03:56:52,616 [3.14.0.91] [12820 - 57] INFO Dell.SupportAssist.Client.Plugin.Esupport.Handler.ClientServiceHandler - Esupport request URL: http://127.0.0.1:8884/clientservice/isalive/?expires=1696752724&signature=jUDKrNOTpbVhssqZPLR6SMSki4hGgfu9ybIbQVnWmg4XbkwZLx8cKMtnB6QAHO%2F%2BGJm3ln9lIX%2Bt2%2BRmGO49zZ5JDdL6zbpAcKmLqNdGr%2FJ01hVKckKFiL88SWpJ7dSXR2anqtoyrHAdpqGTBTwWyYbpuUoe9woqZ%2BD2d%2BpxyFs%3D&buster=lnh67xml&s_id=ES_1696751813_KEY
2023-10-08 03:56:52,617 [3.14.0.91] [12820 - 46] INFO Dell.SupportAssist.Client.Plugin.Esupport.Handler.ClientServiceHandler - GET invoked. Servicename : clientservice , Methodname : isalive
2023-10-08 03:56:52,617 [3.14.0.91] [12820 - 57] INFO Dell.SupportAssist.Client.Plugin.Esupport.Handler.ClientServiceHandler - GET invoked. Servicename : clientservice , Methodname : isalive
2023-10-08 03:56:52,620 [3.14.0.91] [12820 - 46] INFO Dell.SupportAssist.Client.Plugin.Esupport.Handler.ClientServiceHandler - Creating the response stream
2023-10-08 03:56:52,620 [3.14.0.91] [12820 - 57] INFO Dell.SupportAssist.Client.Plugin.Esupport.Handler.ClientServiceHandler - Creating the response stream
2023-10-08 03:56:52,623 [3.14.0.91] [12820 - 46] INFO Dell.SupportAssist.Client.Plugin.Esupport.Handler.ClientServiceHandler - Final Response Data - Servicename : clientservice , Methodname : isalive is {
  "isAlive": true,
  "clientVersion": "10.0.48.0",
  "success": true,
  "data": null,
  "localTime": 1696751812,
  "Type": "SAConsumer",
  "Exception": {
    "Code": null,
    "Message": null,
    "Recovery": false,
    "Type": null
  },
  "OSName": "Microsoft Windows 11 Pro",
  "OSVersion": "10.0.22621"
}
2023-10-08 03:56:52,623 [3.14.0.91] [12820 - 57] INFO Dell.SupportAssist.Client.Plugin.Esupport.Handler.ClientServiceHandler - Final Response Data - Servicename : clientservice , Methodname : isalive is {
  "isAlive": true,
  "clientVersion": "10.0.48.0",
  "success": true,
  "data": null,
   "localTime": 1696751812,
  "Type": "SAConsumer",
  "Exception": {
    "Code": null,
    "Message": null,
    "Recovery": false,
    "Type": null
  },
  "OSName": "Microsoft Windows 11 Pro",
  "OSVersion": "10.0.22621"

Hi jonjd:

According to the Wikipedia article Dell Dimension this product line was discontinued in 2007 and replaced with the Dell Inspiron. Unless you've replaced the motherboard and other hardware components I'm not sure how you could meet the system requirements to run Windows 11 on this computer. Do you see the following (i.e., all green) if you run the WhyNotWin11 ** utility? From my Inspiron 15 5584 / Win 10 Pro v22H2 laptop.

**Note that a portable edition of WhyNotWin11 (WhyNotWin11.zip) that can be unzipped and run from any location, including a removable USB stick, is available at https://github.com/rcmaehl/WhyNotWin11/releases.

If you are trying to install the latest SupportAssist for Home PCs v13.4.x please note that the Compatibility section <here> of the release notes does not list any Dimension models, and the Minimum System Requirements section <here> notes that you must have at least Microsoft .NET Framework 4.7.2 and .NET Core Runtime 6.0.14 installed on compatible computer models. Control Panel | Programs | Programs and Features shows my Win 10 computer currently has Microsoft .NET Runtime v6.0.22 (rel. 12-Sep-2023, available at https://dotnet.microsoft.com/en-us/download/dotnet/6.0/runtime).

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Dell Inspiron 5584 * 64-bit Win 10 Pro v22H2 build 19045.3448 * Firefox v118.0.1 * Microsoft Defender v4.18.23090.2008-1.1.23090.2007 * Malwarebytes Premium v4.6.4.286-1.0.2163 * Macrium Reflect Free v8.0.7279 * Dell Update for Windows Universal v5.0.0 * My Dell v2.2.6.0

Hi jonjd:

I should add that if you performed a clean reinstall of your Windows OS and no longer have a certified Dell image on your system then your computer is likely missing the registry entry that identifies it as a Dell computer and allows you to use customized Dell apps that should only be installed on compatible Dell computer models. This is done in part to prevent users with HP, Acer, ASUS, etc. computers from downloading and installing apps like Dell SupportAssist v3.14.x and Dell Update for Windows Universal v5.x.   See XPS_Man's 12-Sep-2021 post in Dewmina's Can't Install Dell Apps From Microsoft Store - Inspiron 3501 for more information.

From the registry of my Dell Inspron 15 5584:

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Dell Inspiron 5584 * 64-bit Win 10 Pro v22H2 build 19045.3448 * Firefox v118.0.1 * Microsoft Defender v4.18.23090.2008-1.1.23090.2007 * Malwarebytes Premium v4.6.4.286-1.0.2163 * Macrium Reflect Free v8.0.7279 * Dell Update for Windows Universal v5.0.0 * My Dell v2.2.6.0

@lmacri​ Im on an Optiplex 5070 now. Migrated from the Dimension where SupportAssist never worked.

Figured it would be good to try to get it working.

I added the registry entries as suggested, changing it to Dell_Optiplex... still the same

Hi @jonjd :

Perhaps I didn't understand your comments in your original post.  Are you trying to install SupportAssist on your Dell Dimension or on one of your OptiPlex machines?  It would be helpful if you could provide the exact model number (e.g., Dimension V333c) and Windows OS of your problem machine (if Windows 10 or 11 please included the version and build shown at Settings | System | About | Windows Specifications).

I assumed from your original post that you were trying to install SupportAssist for Home PCs v3.14.x on a Dell Dimension running Windows 11, but you didn't post the results of a WhyNotWin11 scan as I requested <above> so I'm still not sure how you can be running Windows 11 on a Dell Dimension desktop with hardware that dates back to 2007 or earlier.

If you have found a way to run Windows 11 on your Dell Dimension (e.g., by upgrading the motherboard and other hardware) did you try installing the required Microsoft .NET Runtime v6.0.22 (rel. 12-Sep-2023, available at https://dotnet.microsoft.com/en-us/download/dotnet/6.0/runtime) before running the latest SupportAssistInstaller.exe (available at https://downloads.dell.com/serviceability/catalog/SupportAssistInstaller.exe)? HINT: The next time you run SupportAssistInstaller.exe be sure to save it to your Windows desktop, right-click the file, and choose "Run as Administrator".
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Dell Inspiron 5584 * 64-bit Win 10 Pro v22H2 build 19045.3448 * Firefox v118.0.2 * Microsoft Defender v4.18.23090.2008-1.1.23090.2007 * Malwarebytes Premium v4.6.4.286-1.0.2163 * Macrium Reflect Free v8.0.7279 * Dell Update for Windows Universal v5.0.0 * My Dell v2.2.6.0

@lmacri​ First, thanks for your help and I'm sorry that I wasn't clear. I have upgraded from a Dell Dimension to an Optiplex 5070 running Windows 11, using the same system disk from my Dell optiplex. I did not do a clean install.

Support assistant had never worked on the dimension, so I thought that I would try to get it working on the 5070.

I've totally gone through the registry and deleted all of the support assistant references and reinstalled it several times, while my account is the administrator it was also associated with a home group, so I removed that association said the only association of my account is administrator from a privileged point of view.

I installed net 6.0 as you suggested. I uninstalled support assistant, rebooted and reinstalled it and launched it. The attached is a screenshot of what happened.

Note, it does appear to be running and collecting data. It sends me messages now that tell me I need to reinstall the recovery image. But, of course,, when I run it it simply gives me a large screen with a large exclamation point that I can't do anything with.

Again, I'd like to get it working one day, so if you have any suggestions I'd appreciate it. Thanks very much.

I have upgraded from a Dell Dimension to an Optiplex 5070 running Windows 11, using the same system disk from my Dell optiplex. I did not do a clean install. .... I've totally gone through the registry and deleted all of the support assistant references and reinstalled it several times

Note, it does appear to be running and collecting data. It sends me messages now that tell me I need to reinstall the recovery image. But, of course,, when I run it it simply gives me a large screen with a large exclamation point that I can't do anything with....

Hi @jonjd :

Thanks for the clarification.

If you go to Control Panel | Programs | Programs and Features what Dell programs are listed there, and what version of SuppportAssist is currently installed?

When you are prompted to complete your user profile in SupportAssist did you try clicking "Never Remind Me" or "Remind Me Later"?  If your Dell warranty has expired and you are not eligible for support from Dell Tech Support there is no benefit to completing your user profile.  Even if you have an active service plan, SupportAssist should still be able to detect your unique Service Tag and work normally without completing your user profile.

I don't know if part of your problem is due to the fact that you swapped your old hard drive out of your old Dell Dimension and installed it your OptiPlex 5070, but the image you posted <above> looks very odd to me. I removed all SupportAssist related programs from my Inspiron 5584 in March 2023 because I found that SupportAssist was too buggy, consumed too many system resources, and the "system optimization" scans (Clean Files / Tune Performance / Optimize Network) were too aggressive and had the potential to do more harm than good  (see my 22-Mar-2023 post in my topic Dell SupportAssist OS Recovery Plugin for Dell Update Rolled Back to v5.5.4.16189 ) so I now use Dell Update for Windows Universal v5.0.0 to scan for available dell software and driver updates.  However, here are some old screenshots I captured of the SupportAssist v3.12.3 interface back in October 2022:

Are you certain you are using the latest available SupportAssistInstaller.exe installer from https://downloads.dell.com/serviceability/catalog/SupportAssistInstaller.exe?

Assuming you have an OptiPlex 5070 Small Form Factor (i.e., and not an OptiPlex 5070 Micro or OptiPlex 5070 Tower), have you entered your unique Service Tag and Windows OS on your support page at https://www.dell.com/support/home/en-us/product-support/product/optiplex-5070-sff/drivers and ensured that you have the latest recommended BIOS and hardware driver updates (especially the latest graphics driver) that matches your system?. You need SupportAssist installed to use the blue "Check for Updates" button on that support page, but you might be able to install and run the Dell Command | Update Windows Universal Application v5.0.0 app (Dell-Command-Update-Windows-Universal-Application_1WR6C_WIN_5.0.0_A00.EXE, rel. 31-Jul-2023) to look for available updates.  NOTE: To find your current BIOS version open a Run dialog box (Windows + R keys), enter msinfo32 to open your System Information window, and look for "BIOS Version/Date" in the system summary. If your BIOS is out-of-date just report back and let us know your current version but do not try to update your BIOS yet.

If you haven’t already done so you might also want to run the DISM command Dism /Online /Cleanup-Image /CheckHealth and System File Checker (sfc /scannow) from an elevated command prompt with Administrator rights as instructed in the ghacks.net article Use DISM to Fix Issues SFC Can’t just to ensure none of your Windows 11 OS system files are damaged or corrupted.

It would also be helpful if you could post the results of a WhyNotWin11 scan as requested <above>.
__________________________________

If none of the above helps and you are certain that you are using that latest available SupportAssistInstaller.exe installer then you might want to try a clean reinstall of SupportAssist as instructed at SupportAssist for PCs and Tablets Clean Uninstall and Reinstall. Also see the companion YouTube video at SupportAssist Clean Reinstall (Official Dell Tech Support).

NOTE: If you need to manually delete any stray services while following those clean reinstall instructions I would recommend that you only delete the following five if present - Dell Data Vault Collector, Dell Data Vault Processor, Dell Data Vault Service API, Dell SupportAssist and Dell Tech Hub - and do not delete the Dell Client Management Service, since Dell Client Management Service is required by various Dell apps, including the Dell Command | Update Windows Universal Application v5.0.0.

If you have been using an older SupportAssist installer then see employee DELL-Chris M's instructions at SA Uninstall / Reinstall that are currently pinned at the top of this forum.  These instruction require the user to remove all SupportAssist-related programs (including the Dell SupportAssist OS Recovery Plugin for Dell Update, Dell SupportAssist Remediation, etc, if installed) before reinstalling SupportAssist.

NOTE: I usually uninstall my Dell utilities with Revo Uninstaller Free and choose the Advanced (aggressive) mode to remove any stray files and registry entries left behind by the "regular" uninstaller.
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Dell Inspiron 5584 * Dell Inspiron 5583/5584 BIOS v1.22.1 * 64-bit Win 10 Pro v22H2 build 19045.3570 * Firefox v118.0.2 * Microsoft Defender v4.18.23090.2008-1.1.23090.2007 * Malwarebytes Premium v4.6.4.286-1.0.2163 * Macrium Reflect Free v8.0.7690 * Dell Update for Windows Universal v5.0.0 * My Dell v2.2.6.0 * WhyNotWin11 v2.5.0.5 * Revo Uninstaller Free Portable v2.4.5