Unsolved
3 Apprentice
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631 Posts
1
2418
June 29th, 2022 14:00
SupportAssist Can't Update/Dell Update
I have no idea what happened, but SupportAssist is all messed up on my Inspiron 3583. Tells me that there's an update available, and when it goes to install it, it instantly fails. Tried installing it manually, and it fails as well. Launching SupportAssist multiple times afterwards results in a "We ran into a unexpected error message". Tried uninstalling and removing leftover files and registry entries per advice on several other threads, only to make matters worse. Almost every direct link to the SA installer is broken. Those that work are a complicated MSI package with no setup interface. Eventually restored Windows from a backup image to revert my changes back. Same result.
Also affected is Dell Update, which now throws an error upon launching, stating that the Dell Client service is disabled, which I did not disable myself. After re-enabling the service and selecting automatic, Dell Update works, that is, until I restart my computer, which it then the service disables itself again. Last time I ran Dell update was a week ago (Jun 21) and experienced no issues at that time.
Seriously Dell, why is it so difficult to update, install, or uninstall SupportAssist? Please make it simple and less complicated. Also, you need a more helpful error message that this...
A description of the error would be nice for troubleshooting, rather than a vague unhelpful message that tells the user nothing. If that was the case, I'd probably wouldn't be here writing this post.
SeBaPL
3 Posts
2
June 29th, 2022 16:00
I had the same.
Even tried to do "offline installation" using .msi packages which can be downloaded from here:
https://dl.dell.com/serviceability/catalog/
Unfortunately this seems to be a bug in one of the SupportAssist components, namely
Dell.TechHub.exe
As per Event below, above executable requires .NET runtime 5.x, which is EOL (so not present on properly patched Windows 10).
As you can see I have current .NET runtime (6.x) installed, but the code doesn't recognize it as "supported" and just hangs.
I believe Dell needs to solve it in code, nothing we can do about, so I reverted to SupportAssist 3.10.x using "offline installation" method described in thread below
https://www.dell.com/community/SupportAssist-for-PCs/Unable-to-install-Dell-Support-Assist/m-p/8144228/highlight/true#M92485
SeBaPL
3 Posts
0
June 29th, 2022 16:00
Clearly once you revert to SupportAssist 3.10 you'd need to reject any "automatic updates" of the tool until problem is solved (Dell knows when )
Admiral1989
1 Rookie
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27 Posts
0
June 29th, 2022 19:00
I have a different issue with the same result as @Kflash08 not regarding NET. Runtime. I have the correct runtime version installed, which is 5.0.17, but SA still doesn't want to install. There seem to be two issues that yield the same result, one issue regarding NET and another unknown to the general community.
On the bright side, the team that works on SA clarified in this post that they were going to fix the issue in the coming future.
Admiral1989
1 Rookie
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27 Posts
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June 29th, 2022 19:00
Same here. I mean I can see why it turns it off, maybe to make sure it doesn't get in the way of installalation.
Admiral1989
1 Rookie
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27 Posts
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June 29th, 2022 20:00
The dell employee who posted the message saying that the SA team where fixing it had edited her message. Now it doesn't show anymore.
commodon
1 Rookie
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87 Posts
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June 30th, 2022 11:00
I can confirm the same, i.e. I upgraded .NET Runtime to 6.0.6 on June 18th because 5.x is EOL and was in need of being upgraded to meet security concern(s).
Having done this, Dell's SupportAssist is broken. I am contemplating reverting to .NET 5.x.
UPDATE: I have downloaded and installed .NET 5.0 from Microsoft, see Download .NET 5.0 Runtime (v5.0.17) - Windows x64 Installer (microsoft.com) As a result, I am now running both .NET 5.x and 6.x side-by-side.
Immediately after installing .NET 5.x I attempted to install the latest DA SupportAssist and it installed perfectly.
Shankar Jan24 Dell
1 Rookie
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2 Posts
1
March 24th, 2024 18:38
Mine is Dell Inspron 24 5420 AIO Purchased in Jan 24, After launching support assistant when I click update it says update failed restart and try again. I did that but to no avail. How to solve this problem. It has already updated 7 times but now giving this error again and again.
(edited)