SupportAssist for PCs

Last reply by 06-02-2022 Unsolved
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6 Indium
1446

17 R5, SupportAssist v3.10.4 Blue Screen

Yesterday, SupportAssist asked if it could update to version 3.10.4 and being very busy, I said no. SupportAssist update has only recently produced many Blue Screen in quick succession and made laptop unusable. Today, is not so busy and trusting Dell to have resolved this problem, I accepted invitation to upgrade to SupportAssist v3.10.4 and now I get more Blue Screens. It is very disappointing that Dell have not fixed this SupportAssist Blue Screen problem. 

Windows Reliability Monitor has captured SupportAssist Blue Screen problem. 

Windows, Shut down unexpectedly, BlueScreenWindows, Shut down unexpectedly, BlueScreen

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Replies (19)
6 Indium
897

SupportAssist v3.10.4 is unable to find a windows 10 resource that does not exist, and then refuses to load and provide Dell protection. There is no SupportAssist roll back to an Old version that worked. Dell SupportAssist (formerly Dell System Detect): Overview and Common Questions | Dell US 

Screenshot 2022-04-22 104257.jpg

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891

Attempt to install SupportAssist Previous Versions automatically fails and Blue Screen appears (again). 

SupportAssist Previous VersionsSupportAssist Previous Versions Support Assist new version will be installedSupport Assist new version will be installed Stop Code - BAD_POOL_CALLERStop Code - BAD_POOL_CALLER

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6 Indium
888

Hi @DELL-Chris M and @DELL-Cares is there a fix for this problem? Kind regards. 

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839

Start Menu right click provides Repair or Reset options for SupportAssist v3.10.4, Restart (not Shut Down) to save change. but this Dell application's problems were not fixed. 

SupportAssist App settingsSupportAssist App settingsSupportAssist ResetSupportAssist Reset

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812

Reliability Monitor says: The computer has rebooted from a bugcheck. The bugcheck was: 0x000000c2 (0x0000000000000062, 0x0000000000000000, 0x0000000000000000, 0x0000000000000000). 

Bug Check 0xC2 BAD_POOL_CALLER - Windows drivers | Microsoft Docs 

Continue to wait for Dell Technical Support to fix Dell SupportAssist application. Still unable to install Old version that works. Still unable to "Let Dell automatically find driver updates for you", etc. 

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811

Manually checked for updates and installed Alienware_15_R4_17_R5_1.19.0 update hoping that this will provide fix for SupportAssist v3.10.4 Blue Screen. 

Visit Programs & Features which says SupportAssist v3.11.1.18 is installed. 

Programs & Features says SupportAssist 3.11.1.18Programs & Features says SupportAssist 3.11.1.18Settings says SupportAssist 3.10.7.0Settings says SupportAssist 3.10.7.0Revo Uninstaller says SupportAssist 3.11.1.18Revo Uninstaller says SupportAssist 3.11.1.18

Search for SupportAssist unable to find SupportAssist.exe. 

Search for SupportAssist unable to find SupportAssist.exeSearch for SupportAssist unable to find SupportAssist.exe

Seemingly SupportAssist is installed, but then again SupportAssist cannot be found. Very strange. 

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805

SupportAssistx64-3.11.1.18.msi does not exist.

SupportAssistx64-3.11.1.18.msi file not foundSupportAssistx64-3.11.1.18.msi file not found

Computer Management says "Dell Digital Delivery : System.BadImageFormatException: Could not load file or assembly 'Dell.D3.HSA.Server.dll' or one of its dependencies. The module was expected to contain an assembly manifest." 

Blue Screen Stop Code - BAD_POOL_CALLER continues to appear. 

SupportAssistx64-3.11.1.18.msi does not exist. 

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4 Tellurium
697

Hi crimsom:

I don't know if this is related to your issue, but hue03 recently reported an odd problem with their Latitude 5590 in the 17-Apr-2022 thread Cannot Install SupportAssist that was only resolved after they uninstalled Microsoft .NET Runtime v5.0.16. I don't know if Dell is re-programming newer versions of SupportAssist to stop using the old .NET Framework for Windows v4.x and start using a newer .NET Core v5.x or v6.x (a multi-platform version of .NET that can run on Windows, macOS, Linux, etc.) but it's something to keep in mind while you're troubleshooting. Maybe you were one of the unlucky ones to have a buggy SupportAssist v3.11.1.18 pushed out your system that didn't install correctly.

I can't find any evidence of a SupportAssist v3.11.1.18 on my Inspiron 5584 and when I run a check for an update from the SupportAsssit interface [Options (gear icon) | Settings | About] it reports I have the latest v3.10.4.18. Note that it's normal to have two different apps related to SupportAssist at Settings | Apps | Apps & Features with different version numbers - see Dell employee @NikhilKiroula's 18-Aug-2021 explanation in rinconman285's What is the Current Version of SupportAssist. At the moment my main 237.8 MB Dell SupportAssist application is listed in Apps & Features as v3.10.4.18 (i.e., the same version shown at Control Panel | Programs | Programs and Features) ...

Dell SupportAssist v3_10_4 Settings About 23 Nov 2021.png

Win 10 Pro v21H2 Control Panel Dell SA v3_10_4_18 Installed as of 24 Apr 2022.png

Win 10 Pro v21H2 Apps and Features Dell SupportAssist v3_10_4_18 24 Apr 2022.png

... while my smaller SupportAssist UWP app is currently v3.10.7.0 (i.e., the same version as yours).

Win 10 Pro v21H2 Apps and Features SupportAssist v3_10_7_0 UWP 24 Apr 2022.png

Win 10 Pro v21H2 Apps and Features SupportAssist v3_10_7_0 UWP Advanced Options 24 Apr 2022.png

One thing I did notice is that all the file sizes you showed in your images for your SupportAssist installation are much smaller than mine, although I don't know if that normal for v3.11.1.18 or if your installation was corrupted because of a partial install. Have you tried a clean reinstall of SupportAssist (e.g., uninstalling with Revo Uninstaller in Aggressive Mode and then manually cleaning up any orphaned registry items and files as instructed in the video Dell SupportAssist Not Installing (Official Dell Tech Support) to see if SupportAssist v3.11.1.18 is offered again when you use a fresh copy of SupportAssistInstaller.exe from the SupportAssist for Home PCs download  page? Like Settings | Apps | Apps & Features, my Revo Uninstaller Free Portable v2.3.8 detects two different SupportAssist apps - one on the Uninstaller tab (the main 237.8 MB Dell SupportAssist v3.10.4.18 application) and one on the Windows Apps tab (the smaller 51.5 MB SupportAssist UWP app, which is larger than my 7.3 MB "data usage" shown at Settings | Apps | Apps & Features).

Revo Uninstaller Free v2_3_8 Uninstaller Tab Dell SupportAssist v3_10_4_18 24 Apr 2022.png

Revo Uninstaller Free v2_3_8 Windows Apps Tab SupportAssist v3_10_7_0 24 Apr 2022.png

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64-bit Win 10 Pro v21H2 build 19044.1645 * Firefox v99.0.1 * Microsoft Defender v4.18.2203.5-1.1.19100.5 * Malwarebytes Premium v4.5.8.191-1.0.1666 * Dell SupportAssist v3.10.4.18 * Dell Update for Windows 10 Universal v4.5.0 * Macrium Reflect Free v8.0.6635 * Revo Uninstaller Free Portable v2.3.8
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

687

Hi @lmacri thank you for joining this discussion and sharing information. 

SupportAssist version automatically updated to give Solved: 17 R5, DellInstrumentation.sys blue screen - Dell Community and it was not easy to fix because blue screen appeared almost as soon as booting into windows operating system. Dell downgraded SupportAssist version so that operating system became stable. Then Dell SupportAssist v3.10.4 update appeared, and more blue screens. 

It has taken multiple uninstall of Dell SupportAssist application using both Revo Uninstaller Free with Advanced Scan mode and Control Panel Programs and Features to remove SupportAssist. Only then was the most recent SupportAssist v3.11.1.18 installed, but it was instantly removed by Computer Management Dell Digital Delivery. The root cause appears to be bad C++ code in the SupportAssistLauncher.exe or SupportAssistInstaller.exe (both exe files can install SupportAssist). Users do not have access to Dell's C++ code before it is compiled, so only Dell Technical Support can provide a fix. 

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