1 Rookie
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1 Message
8
17839
April 11th, 2024 21:39
Support Assist/Alienware Update Fail to Scan for updates
A few days ago on my Aurora R13 I went to manually check for updates on my pc using support assist and found it getting stuck at 0%. After restarting my computer and installing the latest windows updates neither alienware update or support assist still work. When scanning for drivers with support assist I've gotten 3 outcomes. It gets stuck at 0%, it gets stuck at 99%, or I get the message "Another scan is in progress. Please try again after some time. We are unable to start the scan as another scan already in process" "somthing went wrong during the scan Click retry to try again". As I said I've also tried using Alienware updater since it usually worked even if support assist won't. But it gets stuck at 99%. I've tried unistalling support assist and reinstalling, (which seemed to work for a second) after reinstalling the browser did a scan that completed. But when I loaded the application and tried that it got stuck at 99% and so did the browser again. I'm aware support assist is not necessary and often more annoying than helpful, but its bothersome that Alienware update is also failing. (As I said though windows update installed fine). It's says I'm running version 4.0.2 of support assist, I don't remember the exact last time support assist worked properly, but it was about a month ago(maybe a little less).
OpenMindedSource
1 Rookie
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22 Posts
5
July 5th, 2024 07:07
As written before in this thread it is caused by multiple instances being installed or running. See if you can find anything in task manager and kill it.
Uninstall all crappy software that is Dell Support Assist related and see if it is all gone.
Then reinstall from here : https://www.dell.com/en-us/lp/support-assist-for-pcs
This softwar eis incredibly inefficient it seems, takes forever to start sometimes "We are getting thing ready for you" - oh really, but what and why does it take hours on a recent CPU and GPU and fast internet :)? I would stay away from the software if not needed for support or warranty. I wish Dell kept it simple and for once spent some effort in getting BIOS code right, so the laptop can sleep. And not sabotage aftermarket batteries by BIOS updates, change memory timings etc. Come on Dell, we see what you do, do your best if you want people to buy your hardware!
Anyway, above procedure got my app back in under 15 minutes.
I recommond strongly to run Ubuntu Linux on the XPS series, they are made for it, fingerprint reader works with minimal effort too and the laptop seems way more power efficient in Linux. Just my experience ( 24.04 ).
Did I mention it is completely free :)?
https://ubuntu.com/download/desktop
cheers!
DisgruntledGOAT
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11 Posts
2
November 4th, 2024 13:28
@DisgruntledGOAT I forgot to post an update for people. 3 weeks ago and after a week of stress, I figured it out eventually. When you go to the drivers webpage and perform a scan it can sometimes fail also. However, if the site detects the model and configuration of your machine it will show a list of critical and optional drivers to install. I installed all those first, rebooted and then returned to the webpage to run a scan. The site installs SupportAssist automatically and both the app and webpage scanning for drivers should now work. Something in one of those critical or optional driver downloads appeared to be the missing key.
Anyway, I hope this helps some of you.
Esjel
1 Rookie
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1 Message
0
November 14th, 2024 16:23
@DisgruntledGOAT
This worked for me on my G15
Installed in this order:
Support assist - Clean install.
Alienware Command Centre - Overwrite
Dell digital delivery. - Overwrite
Thanks
DELL-Nat M
Community Manager
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3.2K Posts
0
July 8th, 2024 17:06
If your system is still under warranty, please contact support by clicking on Get Help Now at the bottom right corner of the screen to receive individualized support.
--------------------------------------------------------------------------------------------------------------------------------
If you're experiencing issues with SupportAssist not working as expected, we recommend starting with a clean uninstall followed by a fresh install.
If you encounter issues reinstalling SupportAssist, follow these steps:
Ensure that the following five Windows services are removed from Windows Services when an uninstall is done and started when an upgrade or new install is performed.
If they were not removed, please refer to the video below for the complete step-by-step instructions:
(edited)
DELL-Nat M
Community Manager
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3.2K Posts
1
April 30th, 2024 13:39
Hi @CryNtheCar
Could you please try installing the latest version (4.0.3) and let us know if it resolves the issue?
Download SupportAssist
Thank you.
dsbarros
1 Rookie
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6 Posts
0
May 7th, 2024 01:12
@DELL-Nat M
Dell servers are unable to connect to users trying to update. The installer will only give the 3.14 version of SA. It accepts your account...but won´t allow the user to have the online services the application offers.
I am using the dell update software instead. But supportassist was way better in my opinion.
ATL Falcons Fan
1 Rookie
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1 Message
2
May 14th, 2024 02:46
I, too, have the SAME problem on Monday - 13 April 2024.
Dell Application: SupportAssist version 4.0.3
Problem: Dell SupportAssist error message ==> We are unable to start the scan as another scan already in progress.
Mwalimu68
1 Rookie
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1 Message
3
May 16th, 2024 21:57
I deleted the app, restarted the app and then downloaded and reinstalled it. I got the same error message again.
What can I do to resolve this problem?
MAJ K
1 Rookie
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1 Message
6
May 21st, 2024 10:38
JPPec
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2 Posts
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May 23rd, 2024 02:10
Cactus 2
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2 Posts
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May 23rd, 2024 08:38
Harry-at-CSHL
1 Rookie
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1 Message
1
May 23rd, 2024 19:08
drawn_games
1 Rookie
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2 Posts
1
May 24th, 2024 12:56
I also have this issue. It started yesterday.
koonmay158
1 Rookie
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1 Message
3
May 26th, 2024 16:04
Same issue which has been ongoing since the beginning of May. Can Dell provide help to fix this problem.
The Angry Goomba
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1 Message
1
May 27th, 2024 10:40
@DELL-Nat M Same here, downloaded and re-downloaded and keep getting "another scan is already in progress" message.