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:
Complete the following steps to fix this issue:
Scenario 2:Error message encountered during installation:
Troubleshooting steps for Tech Support:
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 ]
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]
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)
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:
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.