1 Rookie
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13 Posts
5
106817
August 24th, 2021 14:00
SupportAssist is not working
Hello,
I hope everyone in the community is well!
As I state in the title, SupportAssist has stopped working since 2 weeks ago. I browsed through the community for past discussions but I did not find a similar situation to mine.
I have an Inspiron 24 - 5400 All in one. Bought it last March, simple usage like youtube, office, web browsing. I try to keep it up to date. When I click the application to launch it is loading for about 4-5 minutes and then shows the following message: We ran into an unexpected issue with SupportAssist. Restart your PC and try again later. Version: 3.10.0
There are no pending updated regarding Windows. The application Dell Update works normally and there are no pending updates there either. I have also checked for Viruses or corrupted files using Windows Security. I read several other sites about steps I could also take like renaming files or uninstalling programs but I did not try anything until I get some advice first.
Thank you in advance
XPS_Man
5 Practitioner
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2.4K Posts
1
August 25th, 2021 18:00
This is known issue can be caused due to Dozens of different reason. No point wasting time in finding the root cause.
Simple uninstall and reinstall of Support should do it.
If not fixed
Follow this Guide from start to end do not miss any steps
You may find that a few thing I am recommending to delete are already deleted from your computer so skip those steps.
1 Use Microsoft's Installer :
This step is crucial as Microsoft's uninstaller disables the services as well. Choose SupportAssist and uninstall, Uninstall Dell updates by running the the uninstaller again. If Support Assist doesn't show in List ignore this step.
Reboot (important)
C:/ Program Data/ PCDR
C:/ Program Data/Supportassist
C:/ Program Data/Dell/Dell data volt
C:/ Program Files/ Dell/Supportassist
C:/ Program Files/ Dell/ Dell data Volt
C:/ windows/Temp (everything inside the folder
Remove these Registries
Navigate to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services key.
Delete Dell hardware service, Delete Dell client management service, Delete Dell updates.
Reboot
install SupportAssist
(edited)
DELL-Nat M
Community Manager
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3.2K Posts
1
February 11th, 2025 14:39
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:
If you still need assistance, please contact support by clicking the ‘Get Help Now’ button located at the bottom right corner of the page. The button is marked with a help icon for easy recognition as per the picture below:
Fishkeg101
1 Rookie
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1 Message
1
January 31st, 2022 11:00
Thanks. Worked for me.
Ross72
1 Message
0
February 12th, 2022 14:00
Thank you !
TheBrit56
1 Message
2
May 28th, 2022 14:00
This does solve the problem but only for a while. Try using SupportAssist again a few weeks later and you have to do it all again!
I have been through the re-install process at least 3 times so far in the last 3 months.
It USED to be a very stable app but now it seems to be completely hosed!
(I'm using version 3.10.4 on an Optiplex 5070, i7)
XPS_Man
5 Practitioner
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2.4K Posts
7
May 30th, 2022 11:00
Leave supportassist,
Use Dell updates for updating drivers and EPSA (F12 diagnostics) for hardware check.
We are supposed to be enjoying a computer not troubleshooting it all the times.
Tired21
1 Rookie
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1 Message
5
July 7th, 2022 08:00
Having same problem. Fixes not working. Sorry I bought a Dell.
KWHJ
1 Message
0
July 27th, 2022 09:00
First, removed everything applicable according the original post, thereafter followed your solution 'by the letter'! Then, reinstalled latest Bios 'as admin' first, thereafter the chipset again as admin (as pointed out and every step got a reboot). Virusscanner removed! Again checked, if any remains still must be remove in case any functionality might still hanging out there; no, nothing! Again reboot, trying to reinstall SupportAssist as admin; no luck! A straight fail! This trouble suddenly popped, during graphics driver fail, which as was also a pain the get it reinstalled (which only succeeded after virusscannner remove).
To me, this so called solution is NOT a (the) solution !
My Nickname
1 Rookie
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41 Posts
0
August 19th, 2022 05:00
Same issue for me. Works fine on my Dell Inspiron 7590 but stops working on my Dell Inspiron 3470, both running Windows 11. I did all the steps and the first two tasks, the update and the hardware checks, seems to run, but step 3 didn't start. When I restart SupportAssist, it takes a while, starting with the message "Loading PC optimization tools...", followed by "Preparing SupportAssist to keep your PC running at its best", next "We're still working on it." and finally "This is taking longer than expected. We recommend restarting your PC and trying again".
Dell Update is still working fine.
Support Assist Version 3.11.4
My Nickname
1 Rookie
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41 Posts
0
August 24th, 2022 10:00
After 2 reboots, the Dell 7537 is back to work!
My Nickname
1 Rookie
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41 Posts
0
August 24th, 2022 10:00
Same issue since today on my Dell 7537, Windows 10. I assume more people will run into the issue to find a solution that works.
My Nickname
1 Rookie
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41 Posts
0
August 25th, 2022 01:00
I've been in the software business too long to believe in self-healing software, but the new versions work.
Win10: 3.12.1
Win11: 3.11.4.29
I am sorry for the inconvenience. Please close my case.
Darkstripe15
1 Message
0
August 27th, 2022 06:00
Had the same issue and many of the above options did not work, including the uninstall included with the Support Assistant product. What finally did work:
Go to Control Panel - "Uninstall a Program"
Find the Dell products (sort by Publisher)
Uninstall everything related to SupportAssistant; there are several programs.
Reinstall SupportAssistant.
Hope this is helpful.
pwcrickman
1 Rookie
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49 Posts
1
August 27th, 2022 17:00
I also have been having trouble with the SupportAssist app since August 12th. The Driver Updates section always reports busy, but the others all run to completion. I have all the prerequisites listed in the many other posts even though .NET 5 is out of support. I shouldn't have to reinstall this app just to make it work every month.
After trying to run the Dell Update app, it mentioned that the Dell Client Management Service was not running. After starting that service and reopening the SupportAssist app, the Drivers and Update section ran to completion.
Fuzzball369
1 Rookie
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1 Message
2
October 3rd, 2022 19:00
Click on the start menu and scroll up to Dell Updates.
install Dell Updates. That should clear up your problem with Support Assistant