Dell support website doesn't recognized that Support Assist is installed

Question

My computer is an XPS 8930 on Windows 10 up to date except for 1909 update.

For many weeks I had a Support Assist that was half working (version 3.3.?). Now It has been updated to 3.4.0 and seems to work ok on my computer.

The problem is that when I go to the Dell support website, and I press "Detect my computer", it is said that I don't have Support Assist on my computer.

What is the problem?

Thanks

DELLKaren · Answer

Check to see if you REALLY have Support Assist installed. I have run into the same or a similar problem. I know that I had SA Version 3.4.0.200 installed on my Windows 10 Inspiron 7569 on December 4. I have used in intermittently since then, but, on Dec 30, I discovered that the icon was gone from my desktop, it is not in the Start Menu Apps list, and the Apps/Features no longer shows that it is present. Somehow, it has been deleted/uninstalled. Consequently, the Dell support website says that I don't have SA on my laptop.

Caramel4406 · Answer

Support Assist is installed on my computer and really working.  That's not the problem. Thanks.

lmacri · Answer

Hi Caramel4406:I've frequently seen the same 'You Need SupportAssist' message on the support page for my Inspiron 5584 since SupportAssist was recently updated to v3.4.1.49, although I'm not sure if it's a problem with my updated SupportAssist software or a glitchy script on the Dell Support site. See today's post in my thread Inspiron 5584 / SA v3.4.0 - 'Get Drivers & Downloads' Error for screenshots and further details.Launch SupportAssist and go to Options (the gear icon) | About SupportAssist to see your current version number. Control Panel | Programs | Programs and Features should list the same version number for Dell SupportAssist.------------64-bit Win 10 Pro v1909 build 18363.592 * Firefox ESR v68.4.1 * Windows Defender v4.18.1911.3 * Malwarebytes Free v3.8.3Dell Inspiron 5584, Intel i5-8265U@1.60/1.80 GHz, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G SSD, Intel UHD Graphics 620

DELL-Cares · Answer

Hello, Tejashree here, I am writing to inform you that due to the weekends we have a delay.We will follow up as soon as we have an update. Thanks

lmacri · Answer

@DELL-Cares&#xa0;wrote:...We will follow up as soon as we have an update....Is anyone from Dell looking into this issue, and is it normal that I see a banner at the top of the support page <here> for my Dell Inspiron 5584 warning me that 'Support for Microsoft Windows 7 ended January 14, 2020. Recommended alternatives' when I have a Win 10 Pro v1909 OS? Both Firefox ESR v68.5.0 (my default browser) and MS Edge v44.18362.449.0 display this banner, and both browsers report that SupportAssist is not installed ('You need SupportAssist') when I click the 'Detect Drivers' button.The only difference in behaviour I can see between the two browsers is that MS Edge can automatically detect my Service Tag if I click Enter Service Tag to View Details | Detect Your PC, whereas Firefox ESR still fails with 'You need SupportAssist' (recall that the support page will accept my Service Tag if I enter it manually). I have Adblock Plus v3.8 installed in my Firefox ESR browser but the entire dell.com site is whitelisted so this ad blocker is always disabled when I visit the Inspiron 5584 support page, and the problems even persist if I start my Firefox ESR browser in 'safe mode' with all extensions disabled as shown in the image above.------------64-bit Win 10 Pro v1909 build 18363.592 * Firefox ESR v68.5.0 * Windows Defender v4.18.2001.7 * Malwarebytes Free v3.8.3Dell Inspiron 15 5584, Intel i5-8265U@1.60/1.80 GHz, 8 GB RAM, Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

speedstep · Answer

Clean install may be required

https://www.dell.com/support/article/us/en/04/sln317291/dsa-2019-084-dell-supportassist-for-business-pcs-and-dell-supportassist-for-home-pcs-security-update-for-pc-doctor-vulnerability?lang=en

To update manually, download and install the latest product version from:

Dell SupportAssist for Business PCs
https://downloads.dell.com/serviceability/Catalog/SupportAssistx64.msi
https://downloads.dell.com/serviceability/Catalog/SupportAssistx86.msi

Dell SupportAssist for Home PCs
https://downloads.dell.com/serviceability/catalog/SupportAssistInstaller.exe

lmacri · Answer

@speedstep wrote:

Clean install may be required...

Hi speedstep:

I can't speak for the OP Caramel4406, but I performed a fresh reinstall as instructed by DELL-Cares (steps are posted in my thread Inspiron 5584 / SA v3.4.0 - "Get Drivers & Downloads" Error). As soon as SupportAssist auto-updated to v3.4.1.49 a whole new batch of errors appeared, including the problem described in this thread where my Inspiron 5584 support page no longer detects that SupportAssist is installed.

I could try another fresh reinstall and use Revo Uninstaller Free to uninstall SupportAssist this time, but I'm not sure that would accomplish anything if static files like the Service.log and/or Activity.log files contained in the hidden C:\ProgramData\Dell\UpdateService\Log folder are corrupted and aren't being refreshed during the reinstall. Users are currently reporting other problems with with SupportAssist v3.4.1.49 (see Moderator DELL-joe b's recent post in SupportAssist Will Not Scan Hardware), and given that I've finally got the Dell Update UWP App v3.1.0 working on my system except for the annoying pop-up notification described <here> it might make more sense for me to permanently remove SupportAssist from my system until Dell releases a newer version and try again later. I'm just going in circles right now and extremely frustrated with all the time I've wasted trying to get this program to work properly.
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64-bit Win 10 Pro v1909 build 18363.592 * Firefox ESR v68.5.0 * Windows Defender v4.18.2001.7 * Malwarebytes Free v3.8.3
Dell Inspiron 15 5584, Intel i5-8265U@1.60/1.80 GHz, 8 GB RAM, Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

lmacri · Answer

Hi Caramel4406:

Do you recall if you've changed any of the default settings for SupportAssist?

I performed yet another clean reinstall of SupportAssist v3.4.1.49 (this time by uninstalling with Revo Uninstaller Free in Aggressive mode followed by a CCleaner Free disk clean of temp files and removal of any stray registry entries related to SupportAssist using CCleaner's registry cleaner) and initially thought the problem was solved. Unfortunately, the "You Need SupportAssist" messages on the support page <here> for my Inspiron 5584 reappeared after I started customizing my SupportAssist settings.

I'm not certain yet, but my early testing shows that if I disable Settings | Privacy | I allow Dell to collect Service Tag and other system usage details as described above (accessed from "gear" icon in the top-right corner of the interface) the support page for my Inspiron 5584 is unable to detect that SupportAssist is installed when I try to auto-detect my Service Tag or click "Detect Drivers" to scan for available updates. I'm sure this privacy setting was disabled in earlier versions of SupportAssist and didn't cause any problems until I updated to SupportAssist v3.4.x

I should also mention that the clean reinstall didn't fix some of the other issues I have with SupportAssist 3.4.1.49 that I've reported in other threads. For example, the Get Drivers & Downloads scan in SupportAssist still reports "None Available" while clicking the "Detect Drivers" button on my Inspiron support page (which works as long as I don't change the default privacy setting in SupportAssist) currently finds the the latest available urgent update for my 5583/5584 BIOS .
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64-bit Win 10 Pro v1909 build 18363.657 * Firefox ESR v68.5.0 * Windows Defender v4.18.2001.7 * Dell SupportAssist v3.4.1.49
Dell Inspiron 15 5584, Intel i5-8265U@1.60/1.80 GHz, 8 GB RAM, Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

trisanu_dellian · Answer

I found a solution, might not work for everyone though. So here is the thing - I was testing this on Brave, which is a pretty strict browser. I switched to the default Edge browser and it detected SupportAssist all right.

EricksonLE · Answer

I had a similar problem where it would say 'accessing support assist' and take almost a full minute and then say support assist isn't installed, even though it was. So I'd click on 'install support assist', download, install - and it would say 'support assist is already installed'. $%@!@! And then it would run. Did this every time for a while and then finally quit. Unfortunately, I don't know what I did or if it just fixed itself, but it works good now!

lmacri · Answer

@EricksonLE wrote:

I had a similar problem where it would say 'accessing support assist' and take almost a full minute and then say support assist isn't installed, even though it was....

Hi EricksonLE:

I don't know if this was related to your problem, but I noted <above> that if I disable Settings | Privacy | I Allow Dell to Collect Service Tag and Other System Usage Details in my SupportAssist settings then the support page for my Inspiron 5584 is unable to detect that SupportAssist is installed.

Dell SupportAssist v3_10_4 Settings Privacy Data Collection 18 May 2022.png

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64-bit Win 10 Pro v21H2 build 19044.1706 * Firefox v101.0.0 * Microsoft Defender v4.18.2203.5-1.1.19200.5 * Malwarebytes Premium v4.5.9.198-1.0.1689 * Macrium Reflect Free v8.0.6758 * Dell SupportAssist v3.10.4.18 * Inspiron 5583/5584 BIOS v1.18.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

SupportAssist for PCs

Dell support website doesn't recognized that Support Assist is installed

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