5 Posts
0
10323
alienware 17 r4 | SupportAssist freezing instantly
I've searched all kinds of forums for answers to this without any success.
When I open SupportAssist, it instantly freezes. Sometimes it is alive long enough to display the various icons you'd expect, but more often than not it doesn't even get that far. All I see are the four squares that indicate it is 'thinking'.
I get prompts from the computer to use it, i click on them, it freezes.
I try to run diagnostics using this website, they always fail, 'please try again', no further information, no suggestions on how i might fix it. What's causing it? The laptop is pretty new but it's also a bit dissapointing, sometimes when i leave it alone the sound becomes muffled and low until i restart. One of the reasons I would like supportassist to be working~~~
Help?
ThomasAAT
1 Rookie
1 Rookie
•
384 Posts
1
June 14th, 2018 08:00
SupportAssist stopped working on my Alienware 17 R3 after the latest update, same as your description. I suspect it was caused by the SupportAssist Update Plugin (microsoft store installed a smaler version off support assist without my permission). I uninstalled SupportAssist and the MS store version, then manually reinstalled using the SupportAssist Installer from the link below. It works fine now.
http://www.dell.com/support/contents/no/no/nobsdt1/article/product-support/self-support-knowledgebase/software-and-downloads/supportassist
Mary G
4 Operator
4 Operator
•
20.1K Posts
1
June 14th, 2018 08:00
Uninstall it. Reboot and either leave it uninstalled or reinstall it. You can always install it again when you need to by going to Drivers and Downloads and allowing a scan of your computer. That will reinstall it.
DocBadwrench
5 Posts
1
June 14th, 2018 16:00
My XPS 8910 is doing the same thing. I uninstalled SupportAssist, rebooted. Reinstalled and the same exact thing happened.
urprobablyright
5 Posts
0
June 20th, 2018 00:00
i'm sorry for not replying sooner, i got no email altering me to ur answer!
i'm trying to do that now but i can't actually find 'alienware supportassist' in the 'add/remove program' list! won't give up.
EDIT: As you no doubt know it is 'Dell SupportAssist', all is well and I'm using your link.
NotoriousART
1 Rookie
1 Rookie
•
3 Posts
0
June 22nd, 2018 20:00
i used the link from this post to reinstall:
https://www.dell.com/community/Alienware-Laptops/SupportAssist-and-DellSupportAssit-not-working/td-p/6085100#.Wy3CXPYkJB0.link
DamperClicks
3 Posts
0
June 27th, 2018 01:00
In the folder C:\Program Files\Dell\SupportAssistAgent\bin\Resources\
rename New-Dell-Logo-White-Small.png
to New-Dell-Logo-White.png
(just remove the -Small from the end of the file name)