Description


This article provides a repository for installation issue solutions for SupportAssist.


The SupportAssist installation process can fail due to any of the reasons outlined below. The recommend procedure for resolving installation issues is to perform each step below in the order described until the issue is resolved.

Scenario 1:

Error message encountered during update:
  • Installation cancelled - We encountered an unexpected error while installing SupportAssist. This may be due to a lost internet connection. Check your connection and try again.
 

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Complete the following steps to fix this issue:

  1. Press the Windows Logo key + “R”
  2. Type %programdata% and press Enter
  3. Delete the following folders:
    • PCDr
    • PC-Doctor, Inc
    • SupportAssist
  4. Press the Windows Logo key + “R”
  5. Type %appdata% and press Enter
  6. Delete the “PCDr” Folder
  7. Go to the folder “C:\Program Files\Dell\”
  8. Delete the following folders:
    • SupportAssistAgent
    • SupportAssist
  9. Press the Windows Logo key + “R”
  10. Type regedit and press Enter
  11. In the Registry Editor Delete the following registry keys:
    • HKEY_LOCAL_MACHINE\SOFTWARE\PC-Doctor
    • HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\PC-Doctor
    • HKEY_LOCAL_MACHINE\SOFTWARE\Dell\SupportAssistAgent
    • HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Dell\SAA
    • HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\Assemblies\C:|Program Files|Dell|SupportAssistAgent|bin|SupportAssistAgent.exe"
  12. Ensure .net Framework 4.5+ and IE 11+ are installed. Refer to user guide pre-requisites.
  13. Download SupportAssistx64-3.3.3.13.msi
  14. Open a CMD Prompt as Administrator
  15. Execute command - msiexec /i <path & name of msi> /qb /l*v <install log file path>
    NOTE: If the command does not work, manually create two files" installmsp.txt "and" installmsi.txt "and enter the respective paths at command execution and try again".
  16. Wait a few minutes to ensure SupportAssist is installed and appearing in “Control Panel\Programs\Programs and Features” , notice the size will be ~ 10MB.
  17. Download SupportAssistx64-3.3.3.13.msp
  18. Execute command - msiexec /p  <path & name of msp>  /qb /l*v <install log file path>
    NOTE: If the command does not work, manually create two files" installmsp.txt "and" installmsi.txt "and enter the respective paths at command execution and try again".
  19. Wait for the installer to install DDV services. Ensure all DDV services are running & SA Agent service is running.
    Example screenshot is for old release, make sure it' matches above version numbes:

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Important:
  • Modifying the registry may cause the operating system to fail if it is not properly done.
  • Ask the customer to backup any sensitive data before going through the steps above.

Scenario 2:

Error message encountered during installation:
  • Installation cancelled - We encountered an unexpected error while installing SupportAssist. This may be due to a lost internet connection. Check your connection and try again.
 

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Troubleshooting steps for Tech Support:

    1. Open Event Viewer location: Applications > Event source = “msiinstaller” & “SupportAssistAgent”
    2. Search for the following error:
      • InstallShield 18:51:19: Failed to apply permissions for object 'MACHINE\SOFTWARE\DELL\SupportAssistAgent', error 0x80070002
    3. Go to path c:\Program Files\Dell\SupportAssistAgent\bin folder path, check if it has “.TMP” files in it. (refer to the following screenshot)
       
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4. Open Windows Services (search "Services.msc") and verify “Dell SupportAssist” service is running.

 
5. If all above steps are validated with the screenshots & error messages as specified , Please use following workaround steps to fix the “Installation” issue.

Workaround for Tech Support to resolve the issue : [ Refer for more details :  http://www.thewindowsclub.com/activate-windows-super-administrator-account ]

    1. Delete the folder contents (TMP files) of c:\program files\dell\SupportAssistAgent\bin\
    2. Delete Partially installed 3 DDV services & SA Agent windows services using command prompt (Run as Admin) 
       
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3. Open CMD Prompt (Run as Administrator) in the existing customer’s account
4. Use command “net user administrator /active: yes”   -> [Enables “Super” Admin privileges]
 

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5. Restart Computer
6.  An additional account namede “Administrator” will be displayed. Log in to the "Administrator" account, then install the latest SupportAssist Client.
7. Logout and Login as “usual customer’s account” . Ensure SupportAssist launches and runs normally.
8. Use command “net user administrator /active: no” ->[Disables “Super Admin privileges”]
 
Important: If SupportAssist fails to install on a Windows7 system, ensure Microsoft .NET Framework is updated to version 4.8 for Windows 7 x64 (KB4054530)
 
Scenario 3:

Issue: SupportAssist fails to install with the following error (error is also captured in the event log with the event source ‘msiinstaller’.):

 

Perform following steps to resolve this issue:

 

 

 

 

 

 

 

 

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  • It repairs the corrupted installer cache DB (possibly).
  • After it gets repaired, ensure SA is clean uninstalled – in registry, in services, in program data, in appdata etc.. using OKB- SLN302741.
  • Reboot the system.
  • Install SupportAssist from dell.com with success.

Scenario 4:

Error Message = "Getting "Error 1720. There is a problem with this Windows Installer package. A script required for this install to complete could not be run."
Verify the following settings in registry

HKEY_LOCAL_MACHINE\Software\Microsoft\Windows Script Host\Settings

In the right panel, you will see Enabled. If you see the entry 0, it means that the Windows Script Host access is disabled on your Windows machine.

Double Click on it and give it Value Data 1 to enable it.

  • A value of 1 will enable Windows Script Host
  • A value of 0 will disable Windows Script Host.