kellyjmartens
1 Nickel

Dell Foundation Services and Dell Support Software Crashing Laptop

I am very concerned. My laptop is consistently taking forever to start and/or freezing. Is it possible to uninstall anything dell related? Or how do I fix it? I created a system report from the system information module if that would be helpful I can send it. The event log keeps complaining about the Dell applications listed below as reasons it is failing:

This error occurs repeatedly at start up: 

The Dell Foundation Services service failed to start due to the following error:
The service did not respond to the start or control request in a timely fashion.

A timeout was reached (30000 milliseconds) while waiting for the Dell Foundation Services service to connect.

A timeout was reached (30000 milliseconds) while waiting for the Dell Help & Support service to connect.

A timeout was reached (30000 milliseconds) while waiting for the DellDigitalDelivery service to connect.

The DellDigitalDelivery service failed to start due to the following error:
The service did not respond to the start or control request in a timely fashion.

In Applications:

DellUpService.exe

[5] ERROR- FindPartObjects() Lable not matched! Target:WINRETOOLS, Current:Image, Partition:PartitionPos {disk:0, part:5}, curGptTypeStr:{de94bba4-06d1-4d40-a16a-bfd50179d6ac} #StackInfo#

[5] ERROR- Exception on mounting SOS: mk_dellsupport_lnk can't find DSP! errno=0 #StackInfo#

5] ERROR- [SOSINSTALLER] TRYMOUNT-DELLSUPPORT: mk_dellsupport_lnk can't find DSP! errno=0
   at utilities.SymlnkBroker.mk_dellsupport_lnk(String mountpoint, String targetFileRelativePath, Boolean isDirectory, List`1 targetKeyFiles)
   at utilities.PartitionHelper.DellSupportFinder.find()
   at DellUpdate.sosinstaller.try_mount_dellsupport() #StackInfo#

[4] ERROR- DoUpdateCheck manifestsSuccessful is invalid, stop updating! #StackInfo#

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10 Replies
Saltgrass
4 Germanium

RE: Dell Foundation Services and Dell Support Software Crashing Laptop

I am no expert here, but it looks like the Update service is looking for a Recovery partition which may hold the WinRE tools.  On my current system, that would be partition 4 but it could be different on yours.  Running the command below in an administrative command prompt should show what partition is configured for the Tools.

reagentc /info

Have you made any changes to your drive configuration?  The reagentc info should show the same partition the Update Utility is looking for.

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XPS 2720, Inspiron 17 7779, Inspiron 15 7567, XPS 13 9365, Inspiron 1545, TB16 Dock

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kellyjmartens
1 Nickel

RE: Dell Foundation Services and Dell Support Software Crashing Laptop

You might be correct. I ran the tool like you suggested and it appears it doesn't know where it is going. I have made no changes I just got the laptop a couple months ago. The question is how do I fix it?

C:\WINDOWS\system32>reagentc /info

Windows Recovery Environment (Windows RE) and system reset configuration

Information:

   Windows RE status:         Enabled

   Windows RE location:       \\?\GLOBALROOT\device\harddisk0\partition4\Recovery\WindowsRE

   Boot Configuration Data (BCD) identifier: 385285d3-6cbb-11e6-a0a8-847beb13acf8

   Recovery image location:

   Recovery image index:      0

   Custom image location:

   Custom image index:        0

REAGENTC.EXE: Operation Successful.

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kellyjmartens
1 Nickel

RE: Dell Foundation Services and Dell Support Software Crashing Laptop

Is it possible Windows 10 "lost" the recovery partition in question?

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kellyjmartens
1 Nickel

RE: Dell Foundation Services and Dell Support Software Crashing Laptop

I opened Disk Management and found a 500 MB partition for EFI, and 2 recovery partitions one with 450 MB and the other is 12.50 gigabytes. None of these could I right click on and get Properties or other actions except for a help menu. No drive paths are set except for C:\.

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Highlighted
Saltgrass
4 Germanium

RE: Dell Foundation Services and Dell Support Software Crashing Laptop

In Disk Management there is one hidden partition so the OS partition is probably 3 with the one after as 4.  The fact the log mentions Dell Support, it might be looking for a special Dell partition.

Perhaps the best way to go would for you to check the downloads for your system and see if the Update Utility is available for download.  If it is, download it then uninstall it and reboot and then reinstall.  Perhaps it would reset to the correct location

A Dell person may have a better fix so you might wait to see if anyone drops by.

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XPS 2720, Inspiron 17 7779, Inspiron 15 7567, XPS 13 9365, Inspiron 1545, TB16 Dock

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kellyjmartens
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RE: Dell Foundation Services and Dell Support Software Crashing Laptop

Understood. Thank you so much for looking.

Some interesting entries in Dell Log Collection.... the fact it is not valid for this OS makes me wonder since it came with it

2017-03-30 19:47:33,680 [8924] INFO  Attempting to read apps catalog: dellupdater.dell.com/.../Apps.xml    [GetAppsFromCatalog]

2017-03-30 19:47:33,742 [8924] INFO  Found Apps Catalog Info for ID DellUpdateAppList: Version: 1.0 Last Modified Date: 20150828_XC_MYFILE    [GetAppsFromCatalog]

2017-03-30 19:47:33,752 [8924] INFO  App: My Dell Learning Center not valid for this OS Version: WT64    [GetAppsToUpdate]

2017-03-30 19:47:33,753 [8924] INFO  App: Dell Foundation Services not valid for this OS Version: WT64    [GetAppsToUpdate]

2017-03-30 19:47:33,754 [8924] INFO  App: Dell Help & Support not valid for this OS Version: WT64    [GetAppsToUpdate]

2017-03-30 19:47:33,846 [8924] INFO  Application update for 'Dell Update - SupportAssist Update Plugin' not necessary (installed: 2.0.2.1835; available: 2.0.2.1835)    [AppNeedsToBeInstalled]

2017-03-30 19:47:33,861 [8924] INFO  Application update for 'Dell Foundation Services' not necessary (installed: 3.4.16100.0; available: 3.4.16100.0)    [AppNeedsToBeInstalled]

2017-03-30 19:47:33,877 [8924] INFO  Application update for 'Dell Help & Support' not necessary (installed: 2.4.18.0; available: 2.4.18.0)    [AppNeedsToBeInstalled]

2017-03-30 19:47:33,908 [8924] INFO  Application update for 'Dell Customer Connect' not necessary (installed: 1.4.15.0; available: 1.4.15.0)    [AppNeedsToBeInstalled]

2017-03-30 19:47:33,908 [8924] INFO  Found 0 applications.    [GetApplicableUpdates]

2017-03-30 19:47:34,190 [8924] INFO    PlugIn: Attempting to download manifest file dellupdater.dell.com/.../excluded_platforms.txt to local folder C:\ProgramData\Dell\Update\Downloads\SARemediation\DownloadFiles\excluded_platforms.txt    [GetManifestFiles]

2017-03-30 19:47:34,486 [8924] WARN    PlugIn: Unable to download manifest file dellupdater.dell.com/.../excluded_platforms.txt to local folder C:\ProgramData\Dell\Update\Downloads\SARemediation\DownloadFiles\excluded_platforms.txt    [GetManifestFiles]

2017-03-30 19:47:34,486 [8924] WARN    PlugIn: Failed to download manifest file with exception: The remote server returned an error: (404) Not Found.    [GetManifestFiles]

2017-03-30 19:47:34,502 [8924] INFO    PlugIn: Attempting to download manifest file dellupdater.dell.com/.../manifest_06AD.xml to local folder C:\ProgramData\Dell\Update\Downloads\SARemediation\DownloadFiles\BackendManifests\manifest_sos.xml    [GetManifestFiles]

2017-03-30 19:47:34,908 [8924] WARN    PlugIn: Unable to download manifest file dellupdater.dell.com/.../manifest_06AD.xml to local folder C:\ProgramData\Dell\Update\Downloads\SARemediation\DownloadFiles\BackendManifests\manifest_sos.xml    [GetManifestFiles]

2017-03-30 19:47:34,908 [8924] WARN    PlugIn: Failed to download manifest file with exception: The remote server returned an error: (404) Not Found.    [GetManifestFiles]

2017-03-30 19:47:34,924 [8924] INFO    PlugIn: Attempting to download manifest file dellupdater.dell.com/.../windows_manifest-x64.xml to local folder C:\ProgramData\Dell\Update\Downloads\SARemediation\DownloadFiles\BackendManifests\manifest_windows.xml    [GetManifestFiles]

2017-03-30 19:47:34,987 [8924] WARN    PlugIn: Unable to download manifest file dellupdater.dell.com/.../windows_manifest-x64.xml to local folder C:\ProgramData\Dell\Update\Downloads\SARemediation\DownloadFiles\BackendManifests\manifest_windows.xml    [GetManifestFiles]

2017-03-30 19:47:34,987 [8924] WARN    PlugIn: Failed to download manifest file with exception: The remote server returned an error: (404) Not Found.    [GetManifestFiles]

2017-03-30 19:47:35,112 [9412] WARN    PlugIn: Null return from invoke DoUpdateCheck method from DLL C:\Program Files\Dell\SARemediation\plugin\SADUPlugin.dll    [DoUpdateCheckThread]

2017-03-30 19:47:35,127 [8924] ERROR Error searching for plugin updates.    [GetApplicableUpdates]

System.NullReferenceException: Object reference not set to an instance of an object.

  at DellUpdate.WindowsService.ProductDrivers.GetApplicableUpdates()

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kellyjmartens
1 Nickel

RE: Dell Foundation Services and Dell Support Software Crashing Laptop

I reinstalled all Dell help and support programs. Startup is much faster now but the it still cannot find the partitions for Dell recovery mentioned earlier.

What do I have to do to get attention from someone with Dell? Dance naked on the roof? (trust me no one wants to see that.)

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Saltgrass
4 Germanium

RE: Dell Foundation Services and Dell Support Software Crashing Laptop

I am seeing the same download situations shown in your log, so perhaps not involved.  Even the comments about some apps not being valid for the OS are on my log.

Do you currently have anything needing to be uipdated?  

You might check the log for Fail or Failed comments.  Perhaps it is working but it needs some time to catch up.

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XPS 2720, Inspiron 17 7779, Inspiron 15 7567, XPS 13 9365, Inspiron 1545, TB16 Dock

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DrMaFu
1 Nickel

RE: Dell Foundation Services and Dell Support Software Crashing Laptop

Hi all,

is there still a solution for this problem? I have the same problem but not with a Laptop ..... I have the newest Desktop XPS8920 from DELL and exatcly the same problem....

Can see the following entries many many times a day in the application event log:

Entry1:

[18] ERROR- FindPartObjects() Lable not matched! TargetSmiley Very HappyELLSUPPORT, Current:WINRETOOLS, Partition:PartitionPos {disk:0, part:4}, curGptTypeStr:{de94bba4-06d1-4d40-a16a-bfd50179d6ac} #StackInfo#

Entry2:

[18] ERROR- FindPartObjects() Lable not matched! TargetSmiley Very HappyELLSUPPORT, Current:Image, Partition:PartitionPos {disk:0, part:5}, curGptTypeStr:{de94bba4-06d1-4d40-a16a-bfd50179d6ac} #StackInfo#

Entry3:

[18] FATAL- ParseBackendFullFiles failed! #StackInfo#

Entry4:

[18] ERROR- FindPartObjects() Lable not matched! Target:WINRETOOLS, Current:Image, Partition:PartitionPos {disk:0, part:5}, curGptTypeStr:{de94bba4-06d1-4d40-a16a-bfd50179d6ac} #StackInfo#

Entry5:

[18] ERROR- FindPartObjects() Lable not matched! Target:WINRETOOLS, CurrentSmiley Very HappyELLSUPPORT, Partition:PartitionPos {disk:0, part:6}, curGptTypeStr:{de94bba4-06d1-4d40-a16a-bfd50179d6ac} #StackInfo#

So it looks like for me that DellUpService is looking for the label / partition and can't locate it.

Today I updated to the newest DellUpService but the same problem occur.

Looking back it seems for me that the problems starts when Microsoft update my older Windows 10 version 1607 to the newest windows 10 creators update 1704 .....

Has anybody feedback from a DELL specialist or an idea how to solve the problem?

Regards,

DrMaFu

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