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kirboyy

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November 2nd, 2022 04:00

Support Assist not Opening

Hello! I have encountered an issue where Support Assist will not open, displaying the message 'We ran into an unexpected issue with Support Assist. Restart your PC and try again later'. This occurred about a year ago I believe out of the blue. I have tried to reinstall Support Assist with no avail. I have also tried following the Dell Support video titled 'Dell Support Assist Not Installing (Official Dell Tech Support)', which somehow bugged out my laptop and forced me to return to a restore point. I also encountered another issue that makes weird white dots and lines to appear all over the programs within the hidden icons (not sure if this is related to the same problem). This includes Blitz and Medal.tv . blitz bug.png

Recently I have also factory-reset my laptop to fix any potential errors, yet this issue still persists. I am not sure if this is a hardware issue and what to do. I am using Support Assist version 3.10.4.

lmacri

3 Apprentice

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1.6K Posts

November 2nd, 2022 14:00

Hi kirboyy:

What is your Dell computer model, Windows OS [if Win 10 or Win 11 let us know your edition (e.g., Home, Pro, etc.), version and OS build number shown at Settings | System | About | Windows Specifications] and antivirus? What is your current BIOS version [open a Run dialog box (Windows key + R), enter msinfo32 to open the System Information panel, and look for the field titled "BIOS Date/Version"]. Which versions of Microsoft .NET Runtime are listed at Control Panel | Programs | Programs and Features? From my Inspiron 5584 / Win 10 Pro v21H2 laptop (note that I haven't bothered to uninstall the unsupported .NET Runtime v5.0.17 yet, which was a system requirement for  SupportAssist v3.11.4.29) :

Win 10 Pro v21H2 Control Panel Programs and Features MS NET Runtimes Installed 27 Oct 2022.png

If you still have SupportAssist v3.10.4.11 that means you've missed the update to SupportAssist v3.11.4.29 (rel. 23-Jun-2022) as well as the current v3.12.3.5 (rel. 11-Oct-2022). The minimum system requirements posted <here> in the release notes for the current SupportAssist v3.12.3.5 are quite different from previous versions and v3.12.3.5 now requires both .NET Framework v4.7.x and .NET Runtime v6.0.x.

You said you recently performed a reset to factory condition. Is your Windows operating system fully patched back to the October 2022 Patch Tuesday updates released on 11-Oct-2022, and do you know if all the hardware drivers currently recommended by Dell for your system have been installed?  Go to https://www.dell.com/support/home/en-us?app=products and enter your unique Service Tag to find the support page for your Dell computer model; the hardware driver versions listed on the Drivers & Downloads tab should be filtered to match your Service Tag.

If you haven't already done so I would also run System File Checker (sfc /scannow) and DISM commands like Dism /Online /Cleanup-Image /CheckHealth from an elevated command prompt as instructed in the ghacks.net article Use DISM to Fix Issues SFC Can't to see if those scans can find any issues with your current Windows system files.  Here's some sample output of what your scans should report if they do not detect any problems with your system files:

Win 10 Pro v21H2 Command Prompt SFC and DISM CheckHealth No Issues Found 20 Jan 2022.png

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64-bit Win 10 Pro v21H2 build 19044.2130 * Firefox v106.0.3 * Microsoft Defender v4.18.2210.4-1.1.19700.3 * Malwarebytes Premium v4.5.16.217-1.0.1792 * Macrium Reflect Free v8.0.7090 * Dell SupportAssist v3.12.3.5 * Dell Update Windows Universal v4.6.0 *  Inspiron 5583/5584 BIOS v1.21.0
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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