SupportAssist will not install

Hi dantre3:

See my 02-Jan-2025 post in WjSturgis' Support Assist Will Not Run for information about known issues with recent releases of SupportAssist for Home PCs v4.6.x, including the current v4.6.3.  There is a link in that topic to employee DELL-Nat M's 03-Apr-2024 instructions <here> on how to perform a clean reinstall of SupportAssist for Home PCs if you are having problems installing and/or running the latest version.  The latest installer (SupportAssistInstaller.exe) is available for download at https://downloads.dell.com/serviceability/catalog/SupportAssistInstaller.exe.

If the clean reinstall doesn't help post back and let us know your Dell computer model, the version and OS build number of your Windows OS [open a Run dialog box (Windows key + R) and enter winver] 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 19045.5487 * Firefox v136.0.1 * Microsoft Defender v4.18.25010.11-1.1.25010.7 * Malwarebytes Premium v5.2.8.173-128.0.5184 * Macrium Reflect Free v8.0.7783 * Dell Update for Windows Universal v5.4.0 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0

I restored my laptop to an earlier point and performed an uninstall again. 
was able to install the app. 

I wasn't able to reinstall Support Assist with the information delivery by @lmacri 

Is there another way to fix this issue?

Hi lmacri

Here are your questions.

Dell Model: Latitude 5440
OS: Windows 11 24H2 Build 26100.1742
BIOS: 1.21.2, 10/2/2025
Antivirus: ESET Endpoint 12.0.2049.0 formerly Windows Defender, and the same thing happens even when I disable it.

It doesn't show any errors.

What I'm seeing is that it installs the bare minimum, and when it tries to start downloading the entire package, Support Assist disappears, and the app stays in the background and never finishes.

I don't have any "optimizer" programs installed.

I've already formatted the computer twice, and the problem persists.

I've tried installing the previous BIOS version and uninstalling Windows quality updates, but the problem persists.

I've also tried uninstalling Support Assist with Bulk Uninstaller, which scans hidden folders and also deletes things from the registry, but nothing.

I don't know what the problem could be that's causing the problem.

I've already performed a clean uninstall of everything related to Dell!

What catches my attention is that I have the same OS installed on other Dell models (Vostro 3405 and Latitude 3520) and with the updates to March 2025 and SupportAssist it installs and works.

I don't know what else to do.

Thank you in advance for your response.

Greetings.

<duplicate post>

Hi Rango30:

Don't worry if your replies seem to disappear from this forum after they are posted - they will typically reappear in an hour or two once they've been approved by a moderator.  See employee DELL-Brad L's 13-Nov-2024 post in my topic My Posts Keep Disappearing (Sent to Moderation?) for further details.

Your latest reply in this topic looks like it was just approved by a moderator so I'll reply to your comments shortly.
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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5608 * Firefox v136.0.1 * Microsoft Defender v4.18.25010.11-1.1.25020.1007 * Malwarebytes Premium v5.2.8.173-128.0.5184 * Macrium Reflect Free v8.0.7783 * Dell Update for Windows Universal v5.4.0 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0

...What catches my attention is that I have the same OS installed on other Dell models (Vostro 3405 and Latitude 3520) and with the updates to March 2025 and SupportAssist it installs and works.. ..

Hi Rango30:

Thanks for that additional information.  Here are two more things you should check on your problem Latitude 5440.

First, open your Windows Services and scroll down to Dell Client Management Service.  This service should have a Startup Type of "Automatic (Delayed Start, Trigger Start)" and the Status should be "Running" as shown below.

NOTE: Dell Client Management Service is a shared service required for many Dell programs.  This is the only Dell service running on my Inspiron 5584 (aside from the Fusion Service required by the "legacy" MyDell v2.x app on my system) because I uninstalled SupportAssist and replaced it with Dell Update for Windows Universal v5.4.0 (see my comments below).

Secondly, the SupportAssist for Home PCs v4 User’s Guide notes that the current SupportAssist v4.6.3 (rel. 24-Dec-2024) requires the Microsoft .NET Desktop Runtime 8.0.x.  Go to Control Panel | Programs | Programs and Features (or Settings | Apps) and confirm this .NET Desktop app is installed.

NOTE:  If you search for "runtime" at Control Panel | Programs | Programs and Features the word ".NET" will be missing from the name of your .NET Desktop Runtime 8.0.x program but it should include "Desktop" if you have the correct runtime.
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If your Dell service warranty has not expired yet I'd also suggest you contact Dell customer support directly by clicking the blue Get Help Now button in the bottom-right corner of each page on the forum to start a Live Chat.  After you type in your question an automated chat bot will ask for your email address and your unique Service Tag.  Once it confirms you still have a valid service warranty it should connect you to a live customer service rep.

Even if Dell customer support can't help you get SupportAssist v4.6.3 up and running on your problem Latitude 5440 they should be able to collect logs and pass that information on to the software devs who have promised that an upcoming release for SupportAssist v4.x will fix some of the known bugs.  For example, MichaelInParis's 15-Oct-2024 Any way to reduce the size of the DTPDB.DB file? is discussing a bug that still exists in v4.6.3 that can cause database files in the hidden C:\ProgramData\Dell\DTP\DB folder to grow over time and consume excessive amounts of disk space (i.e., typically in the range of 40 - 100 GB) on some systems.

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Just FYI, I removed all SupportAssist-related software from my Inspiron 15 5584 because they were too buggy, consumed too much RAM and CPU, 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 further details.

If your Dell service warranty has expired I would suggest that you wipe SupportAssist v4.6.3 from your Latitude 5440 until Dell releases a newer version that (hopefully) includes a few bug fixes.  In the mean time, you should be able to use the Dell Command | Update v5.4.0 utility (rel. 31-Jul-2024) currently listed on your Latitude 5440 support page at https://www.dell.com/support/product-details/en-ca/product/latitude-14-5440-laptop/drivers to check for available updates for your Dell software and hardware drivers.
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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5608 * Firefox v136.0.1 * Microsoft Defender v4.18.25010.11-1.1.25020.1007 * Malwarebytes Premium v5.2.8.173-128.0.5184 * Macrium Reflect Free v8.0.7783 * Dell Update for Windows Universal v5.4.0 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0

Hi Imacri

Thank you for your time and for all the explanations provided.

The Dell Client Management Service is running and has a Startup Type of 'Automatic'.

The computer has Microsoft .NET Desktop Runtime 8.0.14 (64-bit) installed, as shown in the image you shared.

My computer is out of warranty.

Yesterday I called Dell Support, and according to Dell's policy, they do not provide support for software issues they create on out-of-warranty computers.

I've been thinking about it, and I agree with what you're saying. I'm going to forgo Support Assist on the computer and use Dell Command Update 5.4.0 and, at most, Dell Optimizer so I can choose how to charge the computer's battery.

I work for a company, and today I received five computers of the same model.
If the same thing happens to me, Dell support will have to help me since the devices are under warranty ;)

The thing about Support Assist is that it helps me diagnose when hardware components aren't working properly. It's a work tool for helping users remotely.

You're right, it consumes quite a bit of resources.

If the same thing happens to me with the first device in the batch of five that came in, I'll let you know.

Thanks again for all the help and time you've given.

Best regards!

I work for a company, and today I received five computers of the same model. ... The thing about Support Assist is that it helps me diagnose when hardware components aren't working properly. It's a work tool for helping users remotely.

Hi Rango39:

If you require further assistance please clarify if your problem Latitude 5440 is being used in a home or business environment when you post back.

Keep in mind that this SupportAssist for PCs forum board is intended for discussions about the home consumer edition of SupportAssist for Home PCs, which is currently v4.6.3 (rel. 24-Dec-2024).

NOTE: If you are using your Latitude 5440 in a business environment and need to manage this computer remotely then see my 04-Sep-2024 post in Shaakir_7's Dell SupportAssist for Business PCs about how Dell is gradually replacing SupportAssist for Business (Enterprise) with Secure Connect Gateway.  The new Secure Connect Gateway forum board is located at https://www.dell.com/community/en/topics/secure-connect-gateway. 

Assuming you are using this Latitude 5440 as a home computer, you can always run a F12 ePSA (enhanced Pre-boot System Assessment)  on-board hardware diagnostic from your Dell BIOS, even if SupportAssist v4.x for PCs is not installed.  See the support article How to Run Dell Preboot Diagnostics and Hardware Tests on Your Dell Computer as well as the companion video How to Run Dell ePSA.

You also stated <above> that you are currently on Windows 11 v24H2 Build 26100.1742.  KB5043080 / OS Build 26100.1742 was released on 11-Sep-2024, so If you require further assistance it would also be helpful to know why your OS has not been patched with the KB5053598 / OS Build 26100.3476 released on 11-Mar-2025 and if your Latitude 5440 is using an Enterprise edition of Win 11 v24H2 and/or on a LTSC release channel.
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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5608 * Firefox v136.0.1 * Microsoft Defender v4.18.25010.11-1.1.25020.1007 * Malwarebytes Premium v5.2.8.173-128.0.5184 * Macrium Reflect Free v8.0.7783 * * Dell Update for Windows Universal v5.4.0 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0

Hi Imacri

Yes, I use the computer at home.

I work for a company that happens to have purchased the same model of computer.

I'm going to check if the same thing happens with the same OS (Windows 11 Pro 24H2).

I didn't know you could diagnose the hardware without having Dell Support Assist installed.
Thanks for the info!

I installed update KB5053598, but unfortunately, the same thing keeps happening.

At the moment, I only have Dell Command Update 5.4.0 installed.

I have a question: do you recommend using Dell Optimizer 6.0.2.0, A00?
It's very different from the previous version (4.2.4.0)
The new version it only allows thermal management of the computer, and they removed options like "battery charge type," audio, and network.
I don't know why they did that.

Thanks in advance for everything!

Best regards.

I installed update KB5053598, but unfortunately, the same thing keeps happening.

Hi Rango90:

One more thing you should check, then. The Known Issues section of the SupportAssist v4.6.x for Home PCs Release Notes states that SupportAssist could fail to install if "an empty .net folder is still present from the previous uninstallation".  If you find any empty folders in C:\Program Files\dotnet\shared\Microsoft.NETCore.App and/or C:\Program Files\dotnet\shared\Microsoft.WindowsDesktop.App you might want to manually delete them and try reinstalling SupportAssist v4.6.3, but be very careful that you only delete empty folders and don't touch any .NET folder(s) that include files for MS .NET Runtimes currently installed on your system that might still be required for other (non-Dell) software.

You might also want to read employee DELL-Chris M's 10-Jun-2024 SupportAssist, "Hardware scan fails", "We ran into a problem" about a known conflict when the older SupportAssist v4.0.3 and Dell Command | Update v5.x are installed at the same time. I assume this bug has been fixed in the current SupportAssist v4.6.3 but can't say for certain.

The thing about Support Assist is that it helps me diagnose when hardware components aren't working properly. It's a work tool for helping users remotely.

Further to my suggestion <above> to run ePSA hardware diagnostics from your BIOS, the service warranty for your home computer has expired and you no longer qualify for any technical support from Dell (at least without paying a huge service fee) so I believe that the Start a Service Request and/or Get Support options on the Support tab of your SupportAssist v4.x would not be functional and would be of no use to you now anyway.

I have a question: do you recommend using Dell Optimizer 6.0.2.0, A00? ... The new version it only allows thermal management of the computer ...

Sorry, I can't provide any feedback about Dell Optimizer v6.x because most of the Dell software listed on your Latitude 5440 support page at https://www.dell.com/support/product-details/en-ca/product/latitude-14-5440-laptop/drivers (including your Dell Command | Update v5.4.0 app) is not compatible with my Inspiron 5584. I use the power manager built in to my "legacy" My Dell v2.x app for managing battery charging (see my 05-Oct-2024 images <here>), and every Dell Latitude computer I've used at work had the hard drive wiped by my company's tech support on delivery and re-imaged to remove all Dell software for security reasons.

See the Dell support article Transition to the New Dell Optimizer for information on moving from older My Dell and Dell Optimizer v4.x apps to Dell Optimizer v6.x for compatible computer models.

You might also want to ask that question in the Latitude Laptops board at https://www.dell.com/community/en/topics/latitude to see if any Latitude users have an opinion about Dell Optimizer v6.x.
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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5608 * Firefox v136.0.2 * Microsoft Defender v4.18.25010.11-1.1.25020.1007 * Malwarebytes Premium v5.2.8.173-128.0.5184 * Macrium Reflect Free v8.0.7783 * Dell Update for Windows Universal v5.4.0 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0

Hi Imacri

I checked the folders you mentioned and they have information, so I'm not touching anything.

For now, I'm going to leave only Dell Command Update and Dell Optimizer installed.

Yesterday, the same thing happened to me on new computers under warranty and of the same model (Latitude 5440). It makes me think there's something, I don't know what, that's causing Support Assist not to fully install on those models.

On Dell Vostro 3405 and Dell Latitude 3520 computers, it installs without any problem.

I'll continue investigating or wait for Dell to release a new version to see if they've resolved the issue.

Thanks again.

Best regards!

Hi Imacri

I wanted to let you know that yesterday I was able to install Dell Support Assist on the aforementioned computer.

Dell updated the program to version 4.8.1.27758.

Previously, I had .NET Runtime 8.0.14 and .NET Desktop Runtime 8.0.14 installed on the computer.

The Windows build is the same 26100.3476, so I understand that releasing a new version from Dell resolved the issue with Support Assist in my case.

The link for the updated version is https://www.dell.com/en-us/lp/supportassist-for-home-pcs

Thank you again for all the information provided and shared.

Best regards!

I wanted to let you know that yesterday I was able to install Dell Support Assist on the aforementioned computer. Dell updated the program to version 4.8.1.27758.

Hi Rango39:

Thanks for the status update regarding SupportAssist v4.8.1.27758.

 Unfortunately, the SupportAssist v4.x release notes posted at https://www.dell.com/support/product-details/en-us/product/dell-supportassist-pcs-tablets/resources/manuals have not been revised since v4.6.1 was released in October 2024, so I have no idea what bug fixes are included in v4.8.1.

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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5608 * Firefox v136.0.2 * Microsoft Defender v4.18.25010.11-1.1.25020.1007 * Malwarebytes Premium v5.2.8.173-128.0.5184 * Macrium Reflect Free v8.0.7783 * Dell Update for Windows Universal v5.4.0 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0

How are you supposed to get support from Dell when their own software that updates your PC and keeps it running isn't even supported? This is completely ridiculous. Dell Support Assistant refuses to install on my Dell XPS 8950 and there is no way to get support frm Dell because they just say your 1 year support has expired. Well, Dell, if I can't download the updates to your software then my PC cannot run period after one year. Are you saying Dell PCs can only run for one year after you buy them?