SupportAssist Updates failed, log now shows 8 failed updates with no name nor way to try reinstalling

Hi Liv in Groom:

I no longer have SupportAssist v4.x on my system, but you might find installation logs at:

• C:\ProgramData\SupportAssist\Client\Agent\logs\ApplicationLogs\SupportAssistAgent.log
• C:\ProgramData\Dell\UpdatePackage\log (for individual .txt logs)

However, it is possible those logs were deleted when you uninstalled SupportAssist.

C:\ProgramData\ is a hidden folder so you will have to show your hidden files and folders in File Explorer to view the contents.

If SupportAssist has been running correctly on your computer since it was reinstalled I don't think you have to worry if updates have failed in the past.  If you run a manual check for updates from the Home panel I assume SupportAssist would run a fresh scan and recommend any updates still pending for your system, even if they previously failed.

If you still have any concerns or require further assistance post back and let us know your Dell computer model, Windows OS [open a Run dialog box (Windows key + R) and enter winver to find the version and OS build number] and BIOS version.  To find your current BIOS version open a Run dialog box, enter msinfo32 to open your System Information, and look for the field named "BIOS Version / Date" in the summary.
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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.6093 * Firefox v141.0.0 * Microsoft Defender v4.18.25060.7-1.1.25050.6 * Malwarebytes Premium v5.3.4.202-136.0.5312 * Macrium Reflect Free v8.0.7783 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0

Thank you for responding. The only hidden files I found in the log list showed 3 files from 2023, that I believe were updates manually run by Dell when my laptop lost sound and they updated the drivers. I had run the SupportAssist all thru 2024, updating whatever the program told me to, so I believe the log containing the SupportAssist updates is gone.

I did log into the Dell website, entered my service tag and eventually found a list of installed, suggested and critical updates. So knowing that there were only five or six that didn't get updated this time, I went ahead and started with the the 4th to last which was labeled critical and dated April 2025. The update worked.  Now the hardware scan doesn't fail any longer.

SupportAssist still hangs up every time I reboot, with the message it is taking too long and to reboot again, but I can close it and reopen it and it comes up. As of yet, no updates of any kind have shown up. So is it back to normal, no, but close enough I believe.

My laptop is a Dell XPS179720

version 23H2, OS Build 22631.5699

Dell Inc. 1.32.1, 4/15/2025

Again, tysm

SupportAssist still hangs up every time I reboot, with the message it is taking too long and to reboot again, but I can close it and reopen it and it comes up ... So is it back to normal, no, but close enough I believe.

Hi Liv in Groom: 

Good to hear you're making progress. You might want to check your Windows Services to see if your Dell TechHub service (normally used by SupportAssist to run hardware diagnostic scans) is starting normally and has a Status of "Running" after your system is re-booted.

NOTE: The image above of my Windows Services was captured after SupportAssist was uninstalled from my Inspiron 5584 so many other required SupportAssist-related services are not shown in this image.

You could try performing a clean reinstall of SupportAssist v4.8.x - see my 26-Mar-2025 post in Georgey's Support Assist Not Starting for a link to instructions and how to ensure you have the required Microsoft .NET Desktop Runtime 8.0.x. However, there's no guarantee a clean reinstall will fix your SupportAssist hangs after every boot-up, and it might even create more problems than it fixes.

NOTE: I normally suggest that users download a fresh copy of the latest SupportAssistInstaller.exe installer from https://downloads.dell.com/serviceability/catalog/SupportAssistInstaller.exe and save it to their Windows desktop, , right-click that .EXE file, and choose "Run as Administrator" as part of their clean reinstall.

I did log into the Dell website, entered my service tag and eventually found a list of installed, suggested and critical updates.... The update worked.  Now the hardware scan doesn't fail any longer.

If you browse to the XPS 17 9720 support page at https://www.dell.com/support/product-details/en-us/product/xps-17-9720-laptop/drivers, click “Select Drivers”, and then click the “This Device” tab and enter your unique Service Tag this should display a filtered list of Dell software and hardware drivers that are compatible with (but not necessarily required by) your Windows OS and system components. However, some of those compatible Dell programs may be unnecessary bloat that you don’t want to install, and some matching hardware drivers may already be installed on your computer, so when you look for available updates this way it’s your responsibility to check Settings | Apps and/or Device Manager first to see what software and hardware driver versions are already installed on your system.  From my Inspiron 5584 support page after I enter my Service Tag:

NOTE: If you click the blue “Check for Updates” button on the Drivers and Downloads panel of your XPS 17 9720 support page it should use the SupportAssist agent to scan your system for required updates (assuming SupportAssist is installed and working correctly on your computer).

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Just FYI, I removed all SupportAssist-related software from my Inspiron 5584 after my service warranty expired because they were too buggy, consumed too much RAM and CPU, and and the "system optimization" scans in SupportAssist (Clean Files / Tune Performance / Optimize Network) were too aggressive and had the potential to do more harm than good. See my 08-Feb-2025 post in ygil's BSOD Issues After Windows Updates for suggestions for replacing Dell's SupportAssist-related software with more reliable third-party utilities.

Unfortunately, the newly re-designed Dell Update v5.0.0 apps (e.g., Dell Command | Update v5.5.0, Dell Command | Update for Windows Universal, etc.) have gone down the same path as SupportAssist [see my 25-Apr-2025 topic Dell Update v5.5.0 (rel. 01-Apr-2025) Installs Unnecessary Bloat] so I've recently removed the Dell Update for Windows Universal v5.5.0 app recommended on my Inspiron 5584 support page as well. 

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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.6093 * Firefox v141.0.0 * Microsoft Defender v4.18.25060.7-1.1.25050.6 * Malwarebytes Premium v5.3.4.202-136.0.5312 * Macrium Reflect Free v8.0.7783 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0