Dell SupportAssist created backup

I have never received a notification that SupportAssist has ever created a backup of some files.  But this may be because I have Windows 10 Settings > Notifications and actions > Support Assist “off” ) because one time, when I clicked on the notification, SA automatically optimized and erased my Recycle Bin, and I don’t want that to happen.

It says in SA settings (under the SA gear in the upper right-hand corner) > System Repair that

“Anytime your PC stops working like it should (examples: your PC is running slowly, crashes, or experiences audio/video issues), System Repair might be able to help. When this feature is turned on, SupportAssist will automatically backup important system files to your hard drive so you can restore them later if you need to.

Whenever your PC is updated, SupportAssist will create a backup of important files. If unexpected issues come up later, we can revert these files to a previous working state.”

For System Repair, I have the box checked.

When I first saw this setting in version 3.7.0.148, I called Dell to ask what “whenever your PC is updated” meant – did this mean updated with a new version of SA?, updated with monthly Windows Cumulative Updates?, updated with a Windows Feature Update (e.g., moving from Windows version 1909 to 2004)?  The Dell agent told me that it meant updated with a Feature Update.

On September 18, 2020, I had a BSOD (not sure why and the Reliability Monitor showed no BSOD at all). It seemed to have happened when SA updated to 3.7.0.148 (released Sept 18, 2020). [Maybe, this is why @swehjo said on Sept 24, 2020 that s/he got the SA notification that backup files had been created.]

So, if backup files were made on this occasion on my PC, I don’t see any record of it anywhere.

@BobbyAtksays in a quote that "the backup files are stored in a hidden recovery partition." I wonder where this quote comes from?  I do know that in Windows 1909, you can see recovery partitions by pressing the Windows key + R (for run) and typing diskmgmt.msc in the field, then press Enter to open Disk Management. ( I’ve read that 2004 handles it differently, but I know nothing more about that as I am not on 2004 yet.)

And if the BSOD that I got on Sept 18, 2020 was supposed to create backup files, those partitions (other than the one for C:\) are 100% free (i.e., nothing is in them) – no backup files there.

Thanks for your reply (and also to other respondents to my post). All very helpful in explaining what the notification meant in practice, and how to close off the feature. Appreciate the support.

I have been in a long mail discussion with Dell support, in summary getting the same information that lately has been communicated in the "Solution" above and the issue is "closed" from my side even though it's not clear to me why this backup was taken (System repair was, and has deliberately always been, set to Off/Unticked and I have never received the BSOD or likewise on this PC) and exactly what was backed up. I just hope Dell deals with this matter in a better and more transparent way in the future.

@DELLKaren  Hi, that quote was from a Dell Alienware support email.  I was frustrated when I posted it. I had typed a much more detailed story of how it came about. Then this forum gaked when I tried posting it. So I went with the short version, to at least pass some info along. My journey went from them saying no such message exists, to we didn't make it, to you might have a virus can we go remote to your system. At least until I found this thread and sent them the url. Then it was, I can't help until you get us a picture of the message. Then when the message again appeared and I was able to send them a picture, they sent the response I quoted. 

Cheers, Bobby

Ok, so after all these cures are stated, I guess I missed any cure?

In SA, I removed the check, and see no difference in my SSD space available. Also, upon reentering SA, after saving the change earlier, the check box is just rechecked by default.

Waiting.....

Ok, so after all these cures are stated, I guess I missed any cure?

In SA, I removed the check, and see no difference in my SSD space available. Also, upon reentering SA, after saving the change earlier, the check box is just rechecked by default.

Waiting.....

Perhaps I can add a little more information. I bought a Dell G7 a few months ago with a 1TB SSD and have been watching memory disappear. After adding up all of the folder sizes on my hard drive (right click, properties) and noticing 200GB missing, I got to searching.

Using a program called "TreeSize" that I found referenced in a Microsoft forum, I found the culprit folder that doesn't show up in the windows file explorer. It had to do with Windows restore feature (Control Pannel > System . System Protection > Configure -- in case you're curious). It accounted for 180GB of my missing 200GB. But I kept searching...

That's when I realized that my "ProgramData" folder was 20GB larger than it appeared just looking at the folder properties. The problem folder: C:/ProgramData/Dell/SARemediation/SystemRepair/Backup

When I first got my Dell, I got the same notifications about a system back up and had the same concerns you all have listed here. When I called Dell, the person I spoke to gave me the same vague story that "some of my files" were being backed up into one of the hidden partitions of my SSD. Now I believe I found the folder it's been creating backups into. The problem now is that I can't access it. The TreeSize program can tell me the stats of this folder, but the folder doesn't show up in the Windows File Explorer and I get an access denied message when I try to open it by the file path (with administrator privileges).

FYSA, I have had my computer for about three months. I unchecked the backup option on SA back when I got the computer. The backup file mentioned above contains 20.4GB of data in 97,311 files and was last modified on 12/15. Something is still saving information in there despite telling SA not to backup. If I could talk to anyone of value at Dell, I would accuse them of being sneaky here and ask them to come clean. How do I turn this function off? How do I delete whatever "backup" you've made? 

I found the program "Dell Support Assist Remediation" in the Windows (Settings > Apps) and uninstalled it. That deleted this backup folder and gave me my memory back. Hopefully that'll also solve the problem of "backing up" my files without my consent. Thanks Dell...

Thanks for the info estab2020. I'll get into that if I get no cure/answer from Dell after the holidays.

@DellUser_Estab2020:

Can you tell me how you know that the Windows restore feature (Control Pannel > System . System Protection > Configure) accounts for 180GB of your missing 200GB?? Is there a folder somewhere whose properties show this?

I have found a folder where you say your 20 GB is. It's a hidden folder called Snapshots at C:/ProgramData/Dell/SARemediation/SystemRepair/. There's a companion folder to Snapshots named Config under System Repair that DOES show up in Explorer. I have SA>Settings>System Repair turned "on". But, the Properties of the hidden Snapshots folder says its size is zero and the Properties of the only file in the Config folder (InstantRestore.xml) is 3.46 KB. Both the hidden folder and the .xml file have today's date: Dec 28, 2020. So, on my system (Inspiron 7569) I cannot account for the 180 GB nor the 20GB. The same goes for my newer DELL device, an Inspiron 5482, except that the .xml file size is 3.58 KB.

Also, strange -- I see no folder Backup under System Repair on either machine (is this the folder whose size is 20 GB?)  As I say, I have SA>Settings>System Repair turned on on both machines.  And I have the Dell SupportAssist Remediation app installed, according to Apps & features.

I also checked Control Panel > System > System Protection -- for the 7569, System Protection is "on" for C:\ and "off" for Image and DELLSupport, but for the 5482, System Protection is "on" for all three drives. I've never looked at this System Protection screen before so this difference must be due the settings that DELL set for each machine before it was delivered. I've also been keeping track of my disk space for as long as I've had the devices (the 7569 is older) and I haven't seen any 200 GB disappearing.

The program that displays the information below is a file management program called WinNc -- a Windows version of the old Norton's DOS Commander -- a great utility from Dunes Media in the Netherlands. It's gone through many, many Windows versions and it's like a Swiss army knife. It can do almost everything. I've been using it for at least 20 years.

Hidden Snapshots folder under SystemRepair

The July 15 date for the Snapshots folder shown above corresponds to the date that I updated to SA version 3.6.0.97. (I am on version 3.8.0.108 now).

InstantRestore.xml under Config

The December 28 date here corresponds to today's date. I think it originated when I updated to SA version 3.6.0.97 and it came down from DELL with a July 3, 2020 date (the created date).

@XPS-i7-9700  I'm not sure if any of this information is pertinent, but here it is.

unexplained22 -

With the holidays over, saw your recommendation, downloaded WinDirStat, amd found the files. I had 10 numbered files, dated inversely, and I deleted all but the most recent file. For now, since I know how/where to monitor this issue, I will leave SA in place. Hopefully, Dell will invest some more R&D time into this issue, correct me being unable to save the uncheck system repair turn off option.

thanks so much,

chester

@XPS-i7-9700 Hey Chester! You are most Welcome. Will you please elaborate on your sentence "correct me being unable to save the uncheck system repair turn off option." Also, from the post above, you can also just look into C:/ProgramData/Dell/SARemediation/SystemRepair/Backup and delete the files from there as well. I haven't used this method, but id rather use programs that show me straight up what is hogging all the space up.

*** I know I said it once, but I will say it again for others that read this post. The program I used was WinDirStat. I just googled it to download it. With that program, you can easily see whats taking up all the hard disk space. Search for Program Data, Dell... You will see it. ***

Update: I think to answer your question about system repair, click on the Windows (Start) button, from there you can type (Create a restore point) Once the folder is open, you should see your (OS) in the available drives section. Click on the drive you don't want to have a repair on and then click the configure button. There you will be able to turn off the system repair option. -Martin T

unexplained22:

Oops, the sentence "correct me being unable to save the uncheck system repair turn off option" needed editing. What I was saying is (unrelated to the Win Restore feature), in Dell's SA \ Settings \ System Repair section, if I uncheck the System Repair turn on or off square, and then save it, when SA is reopened it simply comes up pre-checked and showing system repair is turned on.

I had the same problem. The answer appears to be within the (Windows) Control Panel. Within the "System and Security" category, there is an item called "SupportAssist OS Recovery".  I turned off the System Repair" from there. When I looked in the SupportAssist app, the system repair box was unchecked.

I don't see any "System and Security" category in the Control Panel (1st screenshot).  If I click on "SupportAssist OS Recovery" in the Control Panel, I get the UAC Control screen, and after I click OK, I get this SA OS Recovery Screen (2nd screenshot) and I have no idea what that means.  I have the System Repair box checked in SA > Settings > System Repair (15BGB - Recommended).