m17 R1, BIOS 1.8.1, SupportAssist always check on booting, when laptop starting

Question

My alienware M17 m17 R1 got a very annoying problem is that SupportAssist always starts on booting and always warn fail for fan checking. But my fan and everything is working perfectly. Since I have upgraded my bios to 2.6.0 which is the latest bios version. I have tried to disable Support Assist recovery on the BIOS menu but nothing worked. Have tried to check, disable legacy boot, change to legacy boot. My booting drive is SSD drive. These things are too much annoying. Hope dell and anyone could help me get out of these problems. Especially SupportAssist bios boot.

crimsom · Accepted Answer

Hi @TimoStudio welcome to this user to user discussion forum. This is not Dell Support.

From your earlier Alienware m17 R1 8th Generation Intel(R) Core(TM) i7-8750H (6-Core, 9MB Cache, up to 4.1GHz w/ Turbo Boost) posts, this system is being used under heavy loading.

The Alienware m17 R1 fan error in ePSA during booting is documented in Dell knowledge base Article 000132436. SupportAssist is unable to complete its tests having detected high temperatures or overheating that may cause damage. The system should be allowed to return to normal temperatures before switching off. At subsequent start-up, ePSA incorrectly interprets the system's high temperatures and gives the incorrect warning message that fans have failed.

The correct ePSA warning message is: Check the fan and vents, ensure there are no obstructions. If conditions permit, clean the heatsink/fan.

Please click on Kudos to say thank you for response from another user. Please share an update on progress, so that other users derive benefit from your experience. Thank you.

TimoStudio · Accepted Answer

Hi mate, bad news. Support assist is there, I think that sheet is preinstalet in BIOS operation system. I am not sur, that I can delete it. I think its DELL issues and I am going to sell this piece of plastic and buy Lenovo.

2 years, I am really patient person but its enought.

Thanks so much for help.

ThomasAAT · Answer

@TimoStudio this sound very familiar to the reseat message that SA gives during booting on the Alienware 17R3/17R4.

So you can try out this method to see if that solves the problem:

Completely uninstalling all entries of SupportAssist with CCleaner. Search for supportassist and uninstall all of them. Reboot and see if the problem is solved.

3 SA.jpg

mattyb3 · Answer

Support Assist seems to be a never ending problem for so many users. I would suggest to uninstall it completely.

You can also check the Task Manager and see if it's listed in the Startup programs. If it is, disable it.

Lunetrix · Answer

The latest BIOS for the 17 R5 is 1.11.0 ( Plundervolt update) and not 2.6.0. You've propably  installed the wrong bios into your laptop and that's why you are getting fan detection problem.

crimsom · Answer

Hi @Lunetrix  but the OP's system is m17 R1, not 17 R5. Read the posts.

crimsom · Answer

Hi @Lunetrix  and beneath the title you see M17 BIOS 2.6.0, and going to OPs account you see m17 R1, and going to Alienware m17 R1 you see BIOS Version 2.6.0.  This information and the solution has already been posted, all you have to do is let it in.

Lunetrix · Answer

Wierd, I am seeing 17 R5

TimoStudio · Answer

NOW I have Bios version 2.7.0 and same problem with support assist

crimsom · Answer

Hi @TimoStudio this continues to be problem because the system was not allowed to return to normal temperatures before switching off. Then, during startup, SupportAssist sees that system is already excessively hot and thinks cooling fans have failed. Your other post says continue to have problems with SupportAssist.

Is your local environment normally very hot? Are you playing power hungry games? Is the m17 R1 being used on a flat surface (table or tray) and are all the vents & fans clean? Has bottom rear the m17 R1 been given more clearance so that it can get more air? These and other questions you should exploring to fix this problem.

TimoStudio · Answer

Hi, I dont thimk so, because this problem is starting when I try tu turn on my paltom and laptop is cold!!! Imediately fans is working on 100% after 2s is starting Support Assist diagnostic :(((((

crimsom · Answer

Hi @TimoStudio thank you for sharing update with additional information. From your description, the sensor on the fan(s) has failed (fan connector has four wires). Replacement of the fan(s) is advocated. It is normally best to replace both fans, having disassembled the m17 R1, or tolerate this inconvenience if the cooling fans keep the system below 100ºC.

Alienware m17 / m15 GPU Cooling Fan - Right Side - Dell P/N V1FR8.

Alienware m17 CPU Cooling Fan - Left Side - Dell P/N HDMFX.

TimoStudio · Answer

I am not playing games this laptop is use onley for video edditing. 2/3 time prer week.

All updates are installed. I have the Cooler Master stand with 3 extra fans

Only problem is with stupid Support Assist which is starting scan avery day :(((

Dell cant 2 years turn off this unuseful software I am upset

TimoStudio · Answer

OK I will try. BUT HOW TO DISABLE 'Support Assist'I dont NEED this scaning every week

crimsom · Answer

Hi @TimoStudio  Dell SupportAssist is an application that can be deleted from within Windows' Programs & Features. You will lose Dell ePSA Diagnostics and other fail safe features. The automatic Drivers & Downloads 'check for updates' will cease to function, and drivers will have to be installed manually.

Alienware

m17 R1, BIOS 1.8.1, SupportAssist always check on booting, when laptop starting

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