SupportAssist OS Recovery - Reset Failed

Have you followed the steps here?

Restore your system using Dell SupportAssist OS Recovery

SupportAssist OS Recovery Support Matrix

Yes that's what I followed but it won't allow me to actually image the drive. I keep getting Reset Failed.

Me too.  Exactly the same.  I too followed the instructions "to the letter" using a 64GB SanDisk 3.0 flash drive.  Must the flash drive be USB 2.0?  Does there need to be something enabled/disabled in the system setup to allow the download?

Honestly the Dell supportassist software is  to me now. It is essentially a dud program. I used the microsoft windows creation tool and that worked like a charm.

Dell's have a "volume license" for W10.... activates automatically when OS is installed from a Dell source.  You have any problem with that? 

Of course I'd like to use the "updated" W10 install as it will have all of the drivers for my machine.  I've been in contact with Dell Tech Support... and that person told me Support Assist OS Recovery loaded just fine with my Service Tag on her test machine.  Not so on my rig, of course.

I get the same thing. I see that Dell doesn't want to help with this issue.

Hello,

I followed all the steps and get "Reset Failed" when the download starts step 9.2 of your doc:

9. On the Confirm your reset page, perform the following:

never able to go to STEP 10 RESTART

Dell please help US !

We are get this as well. An amorphous message "reset failed", and in the grayed our backing it fails at 70% "applying image"

The people getting Reset Failed are actually doing better than I am on my Dell Latitude E5440.

I use the Dell OS Recovery Tool to create a bootable USB drive, but the laptop won't boot from it.  It just says "Invalid Partition Table!" -- I've done this multiple times using three different USB drives.  I have another thread started here with more details.

Same here. I changed the M.2 SSD and want to reinstall the OS with recovery image. Downloaded the OS Recovery tool to USB. But I got the “reset failed” error message every time even after changing for another USB. 

Hi Veggiebot,

Can you private message us the service tag of the system along with OS image you have downloaded from the Recovery tool?

What is the version of SupportAssist installed?

I have the same exact issue.

Two identical (other than touch screen vs. non touch screen) 5584 Inspiron laptops. Purchased for relatives, and they wanted larger SSD's in than the M.2's so I took out the M.2's and installed brand new large SATA SSD's and wanted a clean image placed on them. Both were successfully booted and updated and windows activated prior to taking out the M.2 NVMe's.

Last week, was able to get it downloaded on my desktop to a 16GB flash drive, installed and working perfectly on the first 5584 (after a few hiccups along the way not relevant to this thread).

Last night, tried to do the exact same thing on the other 5584. It fails at between 1% and 6% on the status screen, usually at 1% or 2% with the grey overlayed screen of "Reset failed" .   I am following the instructions to the letter, and know what I'm doing, I did it last week on the other one successfully.

Tried downloading to 3 different USB sticks or SSD's through USB converters.  Tried hardware scan both in the device and outside of it of the new SSD had 0 problems (and no memory problems, etc.). Put back in the M.2 NVMe and it boots exactly to where it was.

Tonight I will try copying the hidden partitions (recovery, utilities) and stuff over to the larger SSD and see if I can trick it to install from that instead of redownloading.

Very disappointed it's this hard to simply run reset!

I was able to fool it by doing the following:

1) Reinstall the M.2 NVMe drive

2) Boot and install and run Aomei Backupper Standard (Free)

3) Clone the Disk (all partitions) from one to the other

4) Turn off; remove M.2 drive

5) Reboot -- System booted as it was on M.2

6) Shut down and reboot with USB recovery / reset stick

7) Chose Reset PC

This time since it saw the hidden partition of raw image it was able to apply that on top of the old 'used' partition

9) Reboot

Success -- Cortana asking to help me set up the computer just like originally.

Now between step 6 and 7, I did try to boot into the recovery program supposedly on the drive. As soon as I chose to do the support assistant off the copied drive, it went to a blue screen and shut down.  My only guess is something with the dang GPT was messed up due to resizing a partition during the clone that did this.  I suspect even after the restore here, I won't be able to boot on the SSD directly into recovery and will always need to use the USB stick.  But that's another problem for if it ever comes up.

This was an acceptable workaround, but only worked because I still had the original M.2 drive image (actual chip) available.  There still is no reason why it wouldn't install just from the 16GB USB flash drive like it did on the other identical laptop last week.

Hope this workaround can help someone.

Himanshu A (3/5/2020, 5:11:05 PM): Welcome to Dell Out of Warranty Chat Support. My name is Himanshu Aggarwal.

While I am checking the details, let me also inform you that your chat has landed to paid support queue.
MUTHU (3/5/2020, 5:11:18 PM): Hi Himanshu
Himanshu A (3/5/2020, 5:12:01 PM): How are you?
MUTHU (3/5/2020, 5:12:09 PM): I am doing good
MUTHU (3/5/2020, 5:12:10 PM): thank you
MUTHU (3/5/2020, 5:12:15 PM): how are you?
Himanshu A (3/5/2020, 5:12:31 PM): I am also good, thank you.
MUTHU (3/5/2020, 5:12:34 PM): yw
MUTHU (3/5/2020, 5:12:53 PM): Service Tag:
MUTHU (3/5/2020, 5:12:58 PM): that is laptop
MUTHU (3/5/2020, 5:13:30 PM): Hard drive failure and I installed new one
MUTHU (3/5/2020, 5:13:38 PM): now I want to install OS
MUTHU (3/5/2020, 5:13:58 PM): yesterday I had chat with Dell support Engineer Rajive
MUTHU (3/5/2020, 5:14:32 PM): he gave the link and I downloaded and prepared the pen drive
Himanshu A (3/5/2020, 5:14:59 PM): https://www.dell.com/support/home/us/en/04/drivers/keyincloud
MUTHU (3/5/2020, 5:15:05 PM): inserted pen drive and power on the laptop and pressed F12 after I got the logo
MUTHU (3/5/2020, 5:15:24 PM): the preparation started well
Himanshu A (3/5/2020, 5:15:46 PM): You can follow the above link for help.
MUTHU (3/5/2020, 5:15:51 PM): when the Reset and update in progress going uptop 6%
MUTHU (3/5/2020, 5:16:02 PM): after that it is saying Reset failed
MUTHU (3/5/2020, 5:16:22 PM): Yes I followed the same
MUTHU (3/5/2020, 5:16:49 PM): after 6% of completion it is saying "Reset failed"
Himanshu A (3/5/2020, 5:17:45 PM): The issue can be fixed,
Himanshu A (3/5/2020, 5:17:53 PM): There will be a nominal charge for that.
MUTHU (3/5/2020, 5:18:37 PM): why?
MUTHU (3/5/2020, 5:19:34 PM): I am not asking you for service, there is a problem with your product
Himanshu A (3/5/2020, 5:19:51 PM): There is no issue with the machine.
MUTHU (3/5/2020, 5:20:11 PM): they why it is saying "Reset failed"
MUTHU (3/5/2020, 5:20:35 PM): I want to know the reason why it is saying "Reset failed"
Himanshu A (3/5/2020, 5:21:14 PM): That means there is some issue with the OS
MUTHU (3/5/2020, 5:21:26 PM): who gave that OS?
Himanshu A (3/5/2020, 5:22:32 PM): Microsoft.
MUTHU (3/5/2020, 5:23:05 PM): you mean issue with Microsoft OS ?
Himanshu A (3/5/2020, 5:23:11 PM): Yes.
MUTHU (3/5/2020, 5:23:25 PM): prove it
Himanshu A (3/5/2020, 5:23:46 PM): There is nothing to be proved.
Himanshu A (3/5/2020, 5:23:56 PM): If you need our assistance there will be nominal charge for that.
MUTHU (3/5/2020, 5:23:58 PM): I want to know how you gave that OS along with Dell laptop
Himanshu A (3/5/2020, 5:24:13 PM): I have shared the free link for you, you can follow that.
MUTHU (3/5/2020, 5:24:30 PM): I won't pay
MUTHU (3/5/2020, 5:24:35 PM): I want to know the problem
MUTHU (3/5/2020, 5:24:45 PM): and I want to know where is the problem
Himanshu A (3/5/2020, 5:25:02 PM): The windows might be corrupted.
MUTHU (3/5/2020, 5:25:50 PM): Himanshu ..... I clearly told you in the beginning.
MUTHU (3/5/2020, 5:26:01 PM): my laptop hard drive failed
MUTHU (3/5/2020, 5:26:08 PM): and I replaced the hard dirve
MUTHU (3/5/2020, 5:26:15 PM): with new one
MUTHU (3/5/2020, 5:26:40 PM): based your link I downloaded the recovery tool
MUTHU (3/5/2020, 5:27:01 PM): and prepared the USB and followed the instructions
MUTHU (3/5/2020, 5:27:28 PM): after 6% it is saying "Reset failed"
MUTHU (3/5/2020, 5:27:44 PM): which mean something problem with recovery tool
Himanshu A (3/5/2020, 5:28:19 PM): That means you are not doing it correctly.
MUTHU (3/5/2020, 5:28:35 PM): what you mean I am not doing correctly
Himanshu A (3/5/2020, 5:28:36 PM): If it was issued with the tool, it would have not been downlaoded.
Himanshu A (3/5/2020, 5:29:03 PM): If you need my assistance there will be a charge for that.
Himanshu A (3/5/2020, 5:29:18 PM): If you wish to move forward then let me know.
MUTHU (3/5/2020, 5:29:47 PM): send your mom .... I will your mom and pay for support
MUTHU (3/5/2020, 5:30:15 PM): that what I can do
Himanshu A (3/5/2020, 5:31:38 PM): As you are using profanity, I have disconnecting the chat. Thank you for choosing Dell

You download the tool and enter the service tag and it displays something about Automate Recovery. That is apparently the wrong way to go about it. 

Open the Dell OS Recovery Tool at the bottom before searching for anything select switch to advanced recovery. Select from available os images and enter the service tag. 

This will get you to where you can download the manual windows install which will allow you to reinstall the OS. I dont know why the automated recovery will not do this. They dont make that clear at all.