Inspiron 5584 / SA v3.4.0 - 'Get Drivers & Downloads' Error

Question

I have a Dell Inspiron 15 5584 laptop (64-bit Win 10 Pro v1903 build 18362.476) with SupportAssist for Home PCs v3.4.0.200. For the past few weeks SA always reports "An unexpected error occurred " 5 or 10 seconds after I click the Run Now button for Get Drivers & Downloads . Get Drivers & Downloads last ran successfully on 06-Dec-2019.

Dell SupportAssist v3_4_1_200 Unexpected Error 09 Jan 2020.png

If I run Dell Update v3.1.0 it finds three available updates, including a critical software update for the Dell SupportAssist OS Recovery Tools v5.0.1.10874 (note the missing release ID and release date) as well as a driver update for the Goodix Fingerprint Sensor Driver v3.20.30.110, A04 (Release ID N7N2X, rel. 20-Dec-2019). Please note that my laptop does not have a fingerprint reader.

Dell Update v3_1_0 09 Jan 2020.png

If I browse to the Dell support page for my Inspiron 5584 at https://www.dell.com/support/home/ca/en/cabsdt1/product-support/product/inspiron-15-5584-laptop/drivers, enter my Service Tag, and click Detect Drivers it reports "No driver updates found. Your system has the most recent updates."

Dell SupportAssist Online With Service Tag 09 Jan 2020.png

I'm not sure if it's relevant, but the critical Dell SupportAssist OS Recovery Tools software update recommended by Dell Update is not listed as an available download on the Drivers & Downlioads tab of the online Inspiron 5584 support page - I must scroll down and click the Operating System Recovery link under Additional Resources in order to obtain this OS recovery software.

Dell SupportAssist Online OS Recovery Tool Link 09 Jan 2020.png

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Dell Inspiron 15 5584, 64-bit Win 10 Pro v1903 build 18362.476 * Firefox ESR v68.4.1
Intel i5-8265U@1.60/1.80 GHz, 8 GB RAM, 250 GB SSD, Intel UHD Graphics 620

lmacri · Answer

Just an FYI that I was able to fix this SupportAssist error with the assistance of Dell Support. We tried a few workarounds that weren't entirely successful so the steps below are my "best guess" for the correct approach. I have an Inspiron 15 5584 running 64-bit Win 10 Pro v1903 build 18362.535 and can't guarantee these steps are appropriate (or would even solve the problem) for a different system configuration.

Go to https://www.dell.com/support/, find the correct support page for your model and system configuration by entering your personal Service Tag, and install any missing Urgent updates (see Note 1 and the image below).
Reboot and uninstall all applications associated with SupportAssist (see Note 2).
Run the Windows Disk Cleanup app to clean any orphaned files.
Reboot and reinstall Dell SupportAssist using the ~ 500KB SupportAssistInstaller.exe stub installer from the support article Dell SupportAssist for PCs or https://dell.to/2sWPdzk.
Launch Dell SupportAssist, go to the Home tab and click Run Now for "Get Drivers & Downloads" and confirm the update check runs without errors.
From Dell SupportAssist, go to Settings (gear icon) | About SupportAssist. If necessary, apply any available update and confirm "Get Drivers & Downloads" still runs without errors (see Notes 3 and 4).

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Note 1: The only Urgent update I was missing was the latest BIOS update (v1.9.1, rel. 07-Jan-2020). The latest available Qualcomm WiFi and Bluetooth Driver and Intel Management Engine Interface Driver were already installed.

Dell Inspiron 5584 Urgent Updates Search as of 11 Jan 2010.png

Note 2: Before starting any troubleshooting my Control Panel listed Dell SupportAssist v3.4.0.217 (installed 20-Dec-2019), Dell SupportAssist Remediation v4.4.2.9869 (installed 24-Aug-2019) and Dell Update SupportAssist Update Plugin v4.4.1.9851 (installed 04-Aug-2019) as installed programs. Initial instructions to update my BIOS, uninstall Dell SupportAssist and the Dell Update SupportAssist Update Plugin, reboot, and reinstall Dell SupportAssist didn't fix the error. Follow-up instructions to uninstall Dell SupportAssist (again) plus the remaining Dell SupportAssist Remediation, run Disk Clean, reboot, and reinstall Dell SupportAssist finally fixed the error.

Note 3: I was updated from SupportAssist v3.4.0.200 (installed by SupportAssistInstaller.exe) to v3.4.0.217.

Note 4: To date, I haven't reinstalled Dell SupportAssist Remediation or the Dell Update SupportAssist Update Plugin and haven't noticed any problems with either Dell SupportAssist or Dell Update. Also note that I always have the Win 10 FastStartup power option disabled (see the TensForums tutorial <here>) since FastStartup can cause unexpected problems with software updates and loading of services at bootup on both Win 8.1 and Win 10 computers.
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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v1903 build 18362.535 * Firefox ESR v68.4.1
Intel i5-8265U@1.60/1.80 GHz, 8 GB RAM, 250 GB SSD, Intel UHD Graphics 620

lmacri · Answer

Further to my previous post <here>, I can confirm that the "An unexpected error occurred" message I saw whenever I ran "Get Drivers & Downloads" has not re-appeared on my Inspiron 5584 since I performed a clean re-install of Dell SupportAssist v3.4.0.217 on 10-Jan-2020.

Unfortunately, I've recently noticed a new error message "An unexpected error occurred while trying to run this request" that appears briefly just after SupportAssist is launched (see image below). Settings | About SupportAssist shows I've been automatically updated to v3.4.1.49 since the clean re-install, which might have triggered this new error.

Dell SupportAssist v3_4_0_217 New Unexpected Error at Launch 27 Jan 2020.png
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64-bit Win 10 Pro v1909 build 18363.592 * Firefox ESR v68.4.1 * Windows Defender v4.18.1911.3 * Malwarebytes Free v3.8.3
Dell 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

lmacri,  I've replied to your private note.  Dell-RonnieR

lmacri · Answer

I don't know if this is related to the 'An unexpected error occurred while trying to run this request' that briefly appears on the main GUI when the new SupportAssist v3.4.1.49 is launched (see my 27-Jan-2020 post <here>) or if there's a glitchy script on the Dell support site, but I should also mention that since the update to v3.4.1.9, if I go to the Drivers & Downloads tab of the Inspiron 5584 support page at https://www.dell.com/support/home/ca/en/cabsdt1/product-support/product/inspiron-15-5584-laptop/drivers, click Enter Service Tag to View Details and click Detect Your PC, the auto-detect function frequently fails to detect that I have SupportAssist installed and prompts me to install the software.When this happens I can usually enter my Service Tag manually and click Submit but on occasion this manual lookup also fails - the spinning circle for the progress bar runs continuously and after a few minutes I abort by closing the tab on my browser.------------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 15 5584, Intel i5-8265U@1.60/1.80 GHz, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G SSD, Intel UHD Graphics 620

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Inspiron 5584 / SA v3.4.0 - "Get Drivers & Downloads" Error

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