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Got a black screen with a graphic when running Support Assist. Laptop frozen.
Something very strange happened.
Initially, while I was watching a YouTube video my laptop froze. I turned it off with the power button.
After turning on, I tried running Support Assist. While it was scanning the hardware part, my laptop screen turned black. Then a graphic appeared in the middle of the black screen. Two broken pipes with a green signal like a wave moving up and down.
I turned it off again with the power button.
Is it a virus? I don't under what's going on. I took a screenshot of the video of the graphic. Can post it here if permitted.
Any help greatly appreciated.
atownsen
1 Message
0
January 26th, 2020 12:00
The same happened to me. I don't want to go father until this is explained.
Teetertotter
293 Posts
0
January 26th, 2020 14:00
What model is it? How old? If froze, it must have unfroze as you were able to ask for help on this board?
jlmitcham
6 Posts
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November 7th, 2020 14:00
The same thing happened to me. I’ve removed and reinstalled support assist. Tried running it again. Same deal - graphic like a rusty broken pipe on black screen with fading away green in the middle. Can someone please explain and offer a solution?
jlmitcham
6 Posts
0
November 7th, 2020 14:00
Was a solution ever offered?
jlmitcham
6 Posts
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November 7th, 2020 15:00
Did anyone get back to you on this?
Thanks
lmacri
3 Apprentice
3 Apprentice
•
1.1K Posts
0
November 9th, 2020 05:00
Hi jlmitcham:
Please see my reply in your 07-Nov-2020 thread Support Assist Malware - Virus in the Software | SupportAssist board.
The accepted solution for the old 22-Dec-2014 thread Online Dell Diagnostics suggests that this image appears when Dell SupportAssist is running some kind of 3D video screen quality test or video streaming test (hence the "pipe" image). This graphics diagnostic test can apparently take several minutes to run to completion, which is why the OP for this thread, GalaxyBot, might have thought their computer was frozen.
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64-bit Win 10 Pro v1909 build 18363.1139 * Firefox 82.0.2 * Windows Defender v4.18.2010.7 * Malwarebytes Free v4.2.3.96
Dell Inspiron 15 5584, Intel i5-8265U@1.60/1.80 GHz, 8 GB RAM, Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620
Whashburn
1 Message
0
March 17th, 2021 17:00
This is valid. After 3 minutes and 45 seconds the support assistant returned at 63 percent complete
i a the first to agree that is the dumbest most useless status indicator. Shame on the designer and the person the approved it’s use
megadisc
286 Posts
0
March 17th, 2021 19:00
hi
That file is safe. It's part of the Dell Diagnostics. I think it tests the 3d video. It gets really neat the more you watch it.
Regards
do aceept if okay
Greene718
2 Posts
0
December 25th, 2021 14:00
Its just part of the hardware test. If you have other monitors connected you will see other stuff happening.