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114703
November 24th, 2020 15:00
How to disable/remove/uninstall SupportAssist On-board Diagnostics
Just received (less than one month) a brand new computer XPS 13 9310 2-in-1. Bios version 1.1.1, Windows 10 Pro
For every single pause (simple coffee break) lasting more than 10 minutes, the Dell SupportAssist On-board Diagnostics automatically started, close all my open windows, shut down all my work (Word, Excel etc) without even save the latest version of the ongoing works, scan my computer and display the result screen with the message "Success Hardware scan complete with no issues" CONTINUE button in blue color.
When i click on CONTINUE, the laptop reboot and i have to reopen all previously opened windows, all works lost !
I have open a ticket at Dell suport since 10 days almost, they have tried, no solution.
I have uninstall all Dell support assist from windows 10 Pro, and i have the feeling this diagnostics tool is running from BIOS.
The crazy thing about this is that the scan run as much as i make pause a day. When outside, the screen remain on, high light (consuming electricity) etc.
How to get rid of this (simply disabling and preferably removing/uninstalling this tool) ?
Thanks for your replies
CHarvest
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February 11th, 2021 09:00
In the middle of today, having to go to the Post Office, this 5502 (with all programs re-enabled) put itself to sleep and then did the Onboard Diagnostics and forced restart. This is in the middle of the day! I'm testing the Microsoft Office and associated apps tonight doing a Clean Boot without them.
DELL-Cares
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February 13th, 2021 07:00
Hi,
We are working on your case, we will check and DM you in sometime.
CHarvest
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February 13th, 2021 07:00
Bonjour, xmouh. No docking station whether Dell or not, just a cooling tray powered by the laptop, and two splitters one of which is a Dell product which takes the USB-C port and provides me USB-A and Ethernet port. The other is a non-OEM splitter taking one USB-A port and splits to four USB-A ports. That non-OEM splitter worked fine on a Dell Windows 10 Pro 3593 I had until November, and also a prior Dell Windows 7 Pro laptop I replaced a year ago when Win 7 went end of support.
Jesse has been coaching me to do Clean Boots and then finally restarting in Safe Mode. Safe Mode with networking does eliminate the problem, which gives more probability that this is a corrupt Windows situation. So I am going to do a backup and reinstall Windows 10 Pro.
xmouh
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February 13th, 2021 07:00
I believe the best is to install Windows 10 from MS website. Dell Windows seems to be really corrupted... unfortunately ...
CHarvest
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February 13th, 2021 22:00
CHarvest
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February 20th, 2021 11:00
Reinstalling Windows 10 Pro doesn't fix it. I reinstalled Windows 10 Pro on my 2 week old 5502 Wednesday afternoon, and then spend the rest of the day reinstalling applications and restoring data. Then Thursday and Friday were pretty good. This morning, Saturday, I stepped away and the system glitched, restarted and ran the SupportAssist Onboard Hardware Diagnostics.
This issue is not fixed and I am out of any ideas to fix it. I've tested multiple combinations of apps with Clean Boots to no effect. I will also call in to Express Service. The only bandaid I know about is to add "Hibernate" in as an option on the power button, change all the Sleep settings so that it never goes to Sleep and use the older Hibernate functionality. As far as I can tell, something in the Sleep setting under the covers is faulty.
CHarvest
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February 20th, 2021 13:00
Thanks, xmouh. Reinstalled Win10 Pro and it still happens. I set up Hibernate (rather than Sleep) and it still happens again. Not even 3 weeks out of the box. This whole issue has been referred to the Technicians (not Tech Support) according to Chris on Express Service.
NBone
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February 21st, 2021 04:00
strassenrad
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February 24th, 2021 13:00
xmouh
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February 25th, 2021 03:00
What i did (and warning, you have to be qualified for that as it may harm your PC), and get rid of it (because I ain't have that problem anymore) is:
1- Under Disk Management, I visually checked the Disk Partition and found that Dell has created a Support Assist partition. I don't really know what they in it, delete the partition of the support asist !
2- I downloaded MS Win10 Pro (clean install) from: Clean Install Windows 10 - Microsoft Community
3- Remember to download also your hard disk driver (in my case it was from intel website) and save it to the BOOTABLE USB drive created as described in the Microsoft link above,
4- Save all your files and settings (i'm using full cloud storage, so no need for backup in my case, just a list of my applications)
5- Restart and go to BIOS. Boot using the USB created under 2
And follow the tutorial ... Be sure you are connected to internet,
6- At some stage during install you will see the format button and also decide if you will reuse existing settings/files
Good luck ...
strassenrad
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February 25th, 2021 19:00
I might have finally resolved this issue on my Vostro 7500 laptop after encountering the issue every day for six weeks.
I followed the instructions for uninstalling SupportAssist that Dell sent me in this link, https://dell.to/3jRRce6. After uninstalling the app, I poked around in my laptop's registry and found these keys:
HKEY_LOCAL_MACHINE\SOFTWARE\DELL\UpdateService\Service\Eventing\ClientApps = [{"Name":"SupportAssistClientOnTheBox","NotificationUri":null,"TelemetryConsent":true,"Version":"3.8.1.23"},{"Name":"SupportAssistClient","NotificationUri":null,"TelemetryConsent":true,"Version":"3.8.1.23"}]
and
HKEY_LOCAL_MACHINE\SOFTWARE\DELL\UpdateService\Service\UpdateScheduler\PendingInstallPackages =
{"ApplicationInfo":{"Name":"SupportAssistClientOnTheBox","NotificationUri":null,"TelemetryConsent":true,"Version":"3.8.1.23"},"PendingInstallUpdates":[]}
I kept the keys but removed the values (data). Since then,10 days ago, I have not seen this issue again and everything works as expected with my laptop. I'll keep my fingers crossed going forward.
xmouh
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February 26th, 2021 09:00
You are most welcome...
Finger crossed and lets wait and see...
Bon weekend à tous!
CHarvest
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February 26th, 2021 09:00
Bonjour, xmouh. A second level tech got involved and downloaded exception reports and error logs from my laptop. The most likely underlying cause is the fingerprint reader. He instructed me how to change the settings on it. We are 18 hours into the change and no failure yet. I won't consider it a success until it makes it past 72 hours. I will post again here with details if it is successful. Thanks, xmouh and Jesse L, for your help.
CHarvest
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March 12th, 2021 08:00
Even the Windows 10 reinstallation didn't work. Adjusting the FingerPrint Reader's settings at Advanced Tech Analyst Kevin S's suggestion did the trick!
DawnSeven
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April 5th, 2021 07:00
CHarvest & Kevin S. got this exactly right for me. I was having the same problem with a Vostro 5502 that is about a month old. At random times if I walked away from my machine, even in the middle of the day, it would run the diagnostics, making me lose unsaved work. So frustrating! I unchecked the box that allowed the fingerprint reader to turn off the device and I've now been 5 days with no problems.