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Support Assist is not very helpful

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I have an Inspiron 7570 that is 20 months old. Yesterday I did the scheduled monthly scan and it reported a hard disk failure. It has offered me three different replacement hard disks, all of which are 500Gb 2.5 in drives. As my laptop has a 256Gb SSD this is not helpful. Also it does not report the drive letter that is failing. As I also have two external hard drives on 😧 and E: I think it is more likely that one of these is the problem. I think it is unlikely that I have ever done a scan with these disks connected as I only use them for backups. Now that it has reported this failure it seems to have become obsessed with this and there is now no way to perform a manual scan. I disconnected the hard drives and scheduled a scan for the next day and waited for that. It still complained about a hard drive failure even though no hard drives were connected. I need to get it to forget all previous problems and allow me to do a manual scan from scratch so I can believe what it says. Replacing an external drive is easy but it may be the USB port that is failing. I would try the disks in different USB ports but as I cannot perform a manual scan that I can trust this is not possible. How can I get unconfused?

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5 Rhenium

Re: Support Assist is not very helpful

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@PeterW333 

The description above the link may give a clue to what it is???

Oh yea and its version.

Good luck,

U2

HP EliteBook 8770w i7-3630QM 32GB
HP ZBook 17 G2 i5-4310M 16GB
HP ZBook 17 G4 Xeon E3-1505M v6 32GB
HP Color LaserJet M553dn 40ppm

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Re: Support Assist is not very helpful

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" As that is probably downgrade to a magnetic disk which would be intolerable now I'm used to an SSD and as my laptop seems to be working perfectly, I guess I'll just keep using it until it really does fail and then buy a new one "

--------------------------------------------------------

You could check out the Solid State Drives prices for your computer in link below. The prices are much cheaper than Dell and their SSD come with a warranty.

Crucial solid state drives (SSDs)

https://www.crucial.com/

Crucial Solid State Drive's website also offer videos on how to clone the old drive to the new solid state drive 

https://www.crucial.com/usa/en/ssd-install-1

Part 2 of 4 - Installing a Crucial 2.5" SSD: Copy

https://youtu.be/pQw4E8ecL5c

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Crucial® makes installing your SSD easy. Follow the step by step video series. Memory and storage are crucial - your system won't work without them. Every ti...
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5 Rhenium

Re: Support Assist is not very helpful

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Welcome to the Dell Community  @PeterW333 

Is your Support Assist up to date???

Dell Update - SupportAssist Update Plugin: "Version 5.0.1.10874, A00"

https://www.dell.com/support/home/us/en/19/drivers/driversdetails?driverid=82ngy&oscode=wt64a&produc...

Best regards,

U2

HP EliteBook 8770w i7-3630QM 32GB
HP ZBook 17 G2 i5-4310M 16GB
HP ZBook 17 G4 Xeon E3-1505M v6 32GB
HP Color LaserJet M553dn 40ppm
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Re: Support Assist is not very helpful

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It claims it is:

Version [3.4.0.200] |  You are running the latest version of SupportAssist.

I'm not sure what that link was supposed to be so I didn't use it.

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Re: Support Assist is not very helpful

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@PeterW333 

The description above the link may give a clue to what it is???

Oh yea and its version.

Good luck,

U2

HP EliteBook 8770w i7-3630QM 32GB
HP ZBook 17 G2 i5-4310M 16GB
HP ZBook 17 G4 Xeon E3-1505M v6 32GB
HP Color LaserJet M553dn 40ppm

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Re: Support Assist is not very helpful

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Sorry, I know you're trying to help but my problem was that I do not know what the relationship is between the plugin that you mention and the Dell Support Assist app that is installed on my laptop. What does it plug in to? I have installed it anyway and Support Assist is still at version 3. I suspect there may be another interpretation of Support Assist and that we are talking at cross purposes. Perhaps there is a Dell Support Assist website that runs a browser plugin? I have discovered that the History button shows more information and it really does seem to be complaining about the SSD even though it does not offer a replacement SSD as a result. So I do not see how I am going to fix this.

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Re: Support Assist is not very helpful

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It looks like I answered my own question. So I have now repeated the tests using the online facility. I got the same test results but this time it actually told me that the part I need is no longer available and that I must phone up to find out what my options are. As that is probably downgrade to a magnetic disk which would be intolerable now I'm used to an SSD and as my laptop seems to be working perfectly, I guess I'll just keep using it until it really does fail and then buy a new one. I back up all my important files every few minutes so I am not in danger of losing anything that I cannot recreate. I can always work with data files on external drives if I get nervous.

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Re: Support Assist is not very helpful

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" As that is probably downgrade to a magnetic disk which would be intolerable now I'm used to an SSD and as my laptop seems to be working perfectly, I guess I'll just keep using it until it really does fail and then buy a new one "

--------------------------------------------------------

You could check out the Solid State Drives prices for your computer in link below. The prices are much cheaper than Dell and their SSD come with a warranty.

Crucial solid state drives (SSDs)

https://www.crucial.com/

Crucial Solid State Drive's website also offer videos on how to clone the old drive to the new solid state drive 

https://www.crucial.com/usa/en/ssd-install-1

Part 2 of 4 - Installing a Crucial 2.5" SSD: Copy

https://youtu.be/pQw4E8ecL5c

View solution in original post

Crucial® makes installing your SSD easy. Follow the step by step video series. Memory and storage are crucial - your system won't work without them. Every ti...
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5 Iridium

Re: Support Assist is not very helpful

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And if you decide to clone old drive, you'll need a cheap external enclosure for the new SSD - see link below):

https://www.ebay.com/itm/2-5-SATA-USB-3-0-BLK-Hard-Drive-Disk-HDD-SSD-Enclosure-External-Laptop-Case...

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Re: Support Assist is not very helpful

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That all looks quite straightforward, I'll give it a go. Just one area of uncertainty. You say I will need an external enclosure but the Crucial instructions for cloning say I only need a USB/SATA cable and the diagram makes it look like the unit itself comes with an adapter. As I have two external HDDs, I am guessing that I can use the cable from one of these, would they be USB/SATA?

Thanks for such a great response.

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5 Rhenium

Re: Support Assist is not very helpful

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@PeterW333 

This is the USB to SATA cable I use!!!

USB2SATA.jpg

As the USB only uses 5V it is only meant for laptop 2.5"  HDD/SSD's.

They come in many different types and price range.

eBay:

https://www.ebay.com/sch/i.html?_from=R40&_nkw=usb+to+sata&_sacat=0&LH_ItemCondition=1000&LH_BIN=1&L...

Best Buy:

https://www.bestbuy.com/site/searchpage.jsp?st=usb+to+sata&_dyncharset=UTF-8&_dynSessConf=&id=pcat17...

Much cheaper online!!!

Best regards,

U2

 

HP EliteBook 8770w i7-3630QM 32GB
HP ZBook 17 G2 i5-4310M 16GB
HP ZBook 17 G4 Xeon E3-1505M v6 32GB
HP Color LaserJet M553dn 40ppm