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July 18th, 2020 16:00

Can't install SupportAssist OS Recovery Tools

I am using Support Assist on a Dell XPS 15 9570 on Windows 10. I have the latest bios version and the latest windows update as of 7/18/2020. I try to update the SupportAssist OS Recovery Tools via the Dell SupportAssist tool but it keeps failing. Should I try uninstalling and re-installing it? If so, how do I do that on Windows 10?

1 Message

August 29th, 2020 07:00

I have a Dell Inspiron 3576 and have the same issue.   Can't install the SupportAssist OS Recovery   Tools5.1.4.11989   The message I get just says "failed"

 

5 Posts

August 29th, 2020 15:00

Hello, the same thing happened to me on Friday. I have a Dell 15 7000 Series 7657 laptop running Windows 10 Home. I wanted to update SupportAssist OS Recovery Tools through Support Assist and it got stuck. The installation never finished. I uninstalled and reinstalled Support Assist. I tried again to install SA OS Recovery Tools and there I got the message that the installation failed. Then, I rebooted and pressed F12. When I wanted to enter the SupportAssist OS Recovery Tools option, it only got a Blue screen (not the windows blue screen of death). And it does nothing else. I tried searching for SA OS recovery tools to install it only. But I can't find it. Thanks so much for reading. Regards.
(Translation from Spanish to English using Google Translate.)

1 Message

August 30th, 2020 00:00

dell xps 5570, same problem

1 Message

September 1st, 2020 10:00

Same issue here with enterprise deployments on the latest XPS and Latitude lines. Any further suggestions anyone?

1 Message

September 10th, 2020 21:00

Dell Vostro 5471 happend today. 09-11-2020

SupportAssist ver 5.1.4.11989

Can't finish installation, can't finish cancel, after close application and run SupportAssist again,

it show me fail.

September 13th, 2020 11:00

Same here, I'm using Inspiron i15-3583 e always get the failed status. Is there some sort of log I could see to understand what's happening? 

5 Practitioner

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206 Posts

September 13th, 2020 20:00

Hi @Marcelo_Bastos 

 

Please check under control panel which version of SupportAssist OS recovery installed on your system and click on RunAll button SupportAssist application so it will clear cache and perform fresh system scan.

18 Posts

September 21st, 2020 09:00

Is Dell going to fix this?  I don't understand all the threads I've read and have already spent too much time trying to figure it out?

3 Posts

October 21st, 2020 01:00

Same here ... trying to install SupportAssist OS Recovery Tools 5.2.1.12926 on several Dell laptops, but all of them fail. No additional error messages, so I don't know how to fix this problem.
I have reinstalled SupportAssist, but that didn't work.
Lot of people on the internet with the same problem, but no solution found yet.

Dell support, working on it???

3 Posts

November 2nd, 2020 00:00

I'm still having the same problem  ... trying to install SupportAssist OS Recovery Tools version 5.2.2.12981, but it keeps failing. Re-installed SupportAssist several times, I'm quit sure I'm using the latest version, but it didn't help so far.

Dell, a solution nearby?

1 Message

November 5th, 2020 10:00

I am having the same problem with version 5.2.2.12981.  Is there anything I can do to fix this?  It continually won't install.

Moderator

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16.7K Posts

November 6th, 2020 08:00

Slackliner,
 
Disable the anti-virus program and then try installing it.
 
 

1 Message

November 8th, 2020 08:00

I have been having the same problem for months.

I saw @DELL-Jesse L (suggestion from 11/6/2020 to disable the anti-virus program.

I use McAfee LiveSafe and turned off Real Time Scanning and Firewall.     I left Automatic Updates and Scheduled Scans turned on since they seem unrelated.

I still get a failure.

Any help would be appreciated.   OS Recovery seems pretty important.   

 

Support_Assist1_20201108.jpgSupport_Assist2_20201108.jpg

45 Posts

November 10th, 2020 01:00

Same problem.  Turning off McAfee solves nothing. Haven't been able to run a hardware scan in over a month as well.

3 Posts

November 10th, 2020 03:00

Same problem. Also tried re-installing SupportAssist and running the full SupportAssist performance scan/tune. No help.
Coincidentally, my service contract is about to expire and Dell is asking me to renew it. At first, I thought it may be a good idea, so I followed the prompts to renew, which involved me selecting a button for a Dell rep to contact me. That was a couple weeks ago and nobody has contacted me yet. With that, in addition to the Dell "Support" given regarding this forum topic (to install an "Urgent" update), I don't think I'll be renewing my service contract...

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