1 Rookie
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7 Posts
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46088
July 17th, 2020 12:00
SupportAssist OS Recovery Tools failing to install on XPS 15 7590
Hi
I'm relatively new to this forum and the Dell SupportAssist software which so far seems a bit of a mixed blessing.
My issue at the moment is that SupportAssist says I need an urgent update of the "SupportAssist OS Recovery Tools" which it has downloaded somewhere. However every time I tell it to install, it fails. I have tried rebooting and also tried turning off my AntiVirus software but same result - fail.
I have also been getting a Hardware Scan message that the "USB Composite - Cannot Run" for a while. Though I was not aware of any changes to the system when this first came up and I can find no issues with the USB side of the machine.
Any advice would be greatly appreciated.
Mike
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Abitmissing
1 Rookie
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7 Posts
1
July 19th, 2020 08:00
Hi everyone.
Thank you all for your comments. I apologise for not getting back before but I have been having a very supportive conversation with DELL-Cares which has now resolved this issue though not everything with SupportAssist. I must also look at my notifications as I was not aware that you were posting here. Sorry.
The outcome is, I uninstalled SupportAssist downloaded the latest version [3.6.0.97] and re-installed. This found two updates and successfully installed them both.
So problem solved.
Thanks for your time and thoughts. I hope my solution, helps others.
DELL-Nikhil K
5 Practitioner
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206 Posts
0
July 17th, 2020 21:00
Hi Abitmissing,
Are you using SupportAssist tool or Del Support site for below observations?
We have fixed SA OS recovery installation issue with SA 3.6 version please update your SupportAssist and click on RunAll button.
it will good if you can upload screenshots here, it will quite easy to understand issue.
alienware17r4
1 Rookie
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63 Posts
1
July 18th, 2020 03:00
nikhil is pretty knowledgeable and helpful, but let me relate my experience with the exact same problem. And, I also tried disabling antivirus. I made a call to dell voice support and I think they resolved it. It can't UPDATE a program you don't have! Support assist, it seems, offers that update to everyone, but only certain systems have it. So step one would be to see if it's there to update. Recommend dell voice support very highly.
alienware17r4
1 Rookie
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63 Posts
0
July 18th, 2020 04:00
oops, my mistake. It was dell-cares who told me about the os recovery tool update failure. they watch this forum and sent me a private message about it. Voice support resolved the next problem you may have coming.... you cant get rid of that update notification after it fails in support assist!
Zbad
4 Posts
0
July 18th, 2020 11:00
sigh. I have the same issue.
InformPage
1 Message
1
July 21st, 2020 22:00
@NikhilKiroula SupportAssist 3.6.0.97 still fails to install "urgent" update of "SupportAssist OS Recovery Tools" 5.1.3.11985 on a XPS 13 7390 2-in-1.
DELL-Nikhil K
5 Practitioner
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206 Posts
0
July 22nd, 2020 01:00
Hi @InformPage
we have identified this issue and currently we are seeing why it's getting failed, even everything looks good from driver side.
please allow us sometime once we will find root cause i'll inform in this forum.
CostinR
6 Posts
1
July 25th, 2020 02:00
Hi,
I have exactly same issue with an Inspiron 5770, as you could see in the screencap below:
Screencap OS recovery tools failed
The category is "urgent update" that is a little bit scary.
Details:
SupportAssist OS Recovery Tools
Version: 5.1.3.11985
Category: Application
Release Date: 7/3/2020
Last Updated: NA
Importance: Urgent
File Format: Update Package for Microsoft Windows
File Name:
File size: 180.00 MB
Waiting for your reply,
Thank you,
shadushah
1 Message
0
July 25th, 2020 13:00
because updates were already installed? and supportassist could not recognize it, until u re installed supportassist. it showed failed.
CostinR
6 Posts
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July 25th, 2020 23:00
Well, I already did the uninstall/reinstall supportassist as suggested here, but the same result...
CostinR
6 Posts
1
July 26th, 2020 01:00
Hi,
Following another suggestion received in a PM, I've used the other Dell app "Dell Update" instead SupportAssist.
I've succeeded but with the following exact steps:
1. Dell Update - found 2 updates: a - recovery tools, b - intel graphics (strange)
2. Dell Update made only intel graphics update, as in the screenshot below:
3. Retry Dell Update - same result (1 failed)
4. Restart computer, again Dell Update. A somehow funny result below:
5. Check SupportAssist - update warning still there
6. Uninstall/reinstall supportassist - finally all ok.
Thank you,
CostinR
6 Posts
0
July 26th, 2020 01:00
Hi,
Here it is:
Thanks,
DELL-Cares
Moderator
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27.1K Posts
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July 26th, 2020 01:00
What is the error you are getting ? ^VA
DELL-Nikhil K
5 Practitioner
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206 Posts
1
July 26th, 2020 23:00
DELL-Nikhil K
5 Practitioner
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206 Posts
0
July 29th, 2020 22:00
Hi @Anonymous
SA Remediation is part of SupportAssist OS Recovery (aka Excalibur). This service is used to help enable the preboot experience for users by setting up the experience in preboot.