SA, Inspiron 7577, won't work

Hey all,

I was having the same problem with Support Assist on my Alienware Aurora R6.

My problem was that Norton had blocked something from Support Assist, saying that it did not have a valid digital signature and was used by fewer than 5 people!

I uninstalled and reinstalled and made sure that Norton let the software through.

This may not be the case for everyone but if it helps then great.

Your fixes don't seem to work. Suggestions?  Thanks

SupportAssist stopped working on my Alienware 17 R5 after the latest update. I suspect it was caused by the SupportAssist Update Plugin. So as suggested, I uninstalled SupportAssist, then manually reinstalled using the SupportAssist Installer from the link below. It works fine now.

http://www.dell.com/support/contents/us/en/04/article/product-support/self-support-knowledgebase/software-and-downloads/supportassist

Thanks! this worked for me!!! :)

Hello to all - when SupportAssist just hangs on startup, the following worked for me:

1. Open SupportAssistAgent.log (located in C:\ProgramData\SupportAssist\Client\Agent\logs\ApplicationLogs)

2. Examine when SupportAssist started last date/time  ...  I got a FileNotFoundException :

"C:\Program Files\Dell\SupportAssistAgent\bin\Resources\New-Dell-Logo-White.png"  could not  be found.

3. Open the file location above and you'll find a New-Dell-Logo-White-Small.png

4. Make a copy of this file to New-Dell-Logo-White.png

Voilà - starting the program should work now! Thanks to Dell for having suddenly this **bleep** happen.

Thomas

Hello Copper,

Thanks You!

Your method work for my XPS8920 and my SupportAssist work again without those painful uninstall and re-install stuff.....that's really time consuming...

Thanks tomillion,

tomillion

Copper

 

Thanks tomillion for your instructions, adding New-Dell-Logo-

White.png to C:\Program Files\Dell\SupportAssistAgent\bin\Resources worked for me.

Ok I do not understand any of that but have the same problem, can ya break it down a little for a novice please?

SupportAssist was starting, then freezing since the latest Windows 10 update.

I followed the instructions to:

1. Uninstall SupportAssist

2. Restart the Computer

3. Reinstall SupportAssistInstaller.exe

Everything seemed to proceed well.  SupportAssist was loading.  We arrived at the final step, the launch of SupportAssist.  It will not launch.  No error message appears; it just will not launch.

I can't find log files that might disclose the error.  Any suggestions?

I believe I have found the logs for the failure of SupportAssist to start.  Can anyone explain this to me?

Thank you.

2018-06-17 23:58:45,840 [2.2.1.6] [14328 - 1] INFO Dell.Services.SupportAssist.SupportAssist.Program - SupportAssist Command Line : Invocation Started
2018-06-17 23:58:45,859 [2.2.1.6] [14328 - 1] INFO Dell.Services.SupportAssist.SupportAssist.Program - SupportAssist Command Line invoked for operation None
2018-06-17 23:58:45,863 [2.2.1.6] [14328 - 1] INFO Dell.Services.SupportAssist.SupportAssist.Program - Invalid Operation is specified
2018-06-17 23:58:45,863 [2.2.1.6] [14328 - 1] INFO Dell.Services.SupportAssist.SupportAssist.Program - SupportAssist Command Line : Invalid Operation is specified
2018-06-17 23:58:45,864 [2.2.1.6] [14328 - 1] INFO Dell.Services.SupportAssist.SupportAssist.Program - SupportAssist Command Line : Invocation Completed
2018-06-17 23:59:14,444 [2.2.1.6] [10572 - 1] INFO Dell.Services.SupportAssist.SupportAssistUI.UnityConfiguration.DependencyConfiguration - Unity Configuration : Initialization Started
2018-06-17 23:59:14,454 [2.2.1.6] [10572 - 1] INFO Dell.Services.SupportAssist.SupportAssistUI.UnityConfiguration.DependencyConfiguration - Poodle Solution : Enabling TLS protocol
2018-06-17 23:59:14,478 [2.2.1.6] [10572 - 1] INFO Dell.Services.SupportAssist.SupportAssistUI.UnityConfiguration.DependencyConfiguration - Unity Configuration : Initialization Completed
2018-06-17 23:59:14,511 [2.2.1.6] [10572 - 1] DEBUG Dell.Services.SupportAssist.SupportAssistUI.ViewModel.AppViewModel - Checking if UI is Running or not.
2018-06-17 23:59:14,523 [2.2.1.6] [10572 - 1] DEBUG Dell.Services.SupportAssist.CommonUtilities.EncryptionDecryption - Cannot encrypt an empty string!
2018-06-17 23:59:14,524 [2.2.1.6] [10572 - 1] DEBUG Dell.Services.SupportAssist.CommonUtilities.EncryptionDecryption - Cannot encrypt an empty string!
2018-06-17 23:59:15,712 [2.2.1.6] [10572 - 1] ERROR Dell.Services.SupportAssist.CommonUtilities.WebApiClient - Error occurred while triggerring AiXxvlb86up/lGSaYY9TrgM8MRVl6HSmOge3mmKwGFJutkVRAl/Q9luEAcCG0vINk5hnxhhEteF6KQVqWk7SnSrsAPtW web api
System.AggregateException: One or more errors occurred. ---> System.Net.Http.HttpRequestException: An error occurred while sending the request. ---> System.Net.WebException: Unable to connect to the remote server ---> System.Net.Sockets.SocketException: No connection could be made because the target machine actively refused it 127.0.0.1:5700
at System.Net.Sockets.Socket.InternalEndConnect(IAsyncResult asyncResult)
at System.Net.Sockets.Socket.EndConnect(IAsyncResult asyncResult)
at System.Net.ServicePoint.ConnectSocketInternal(Boolean connectFailure, Socket s4, Socket s6, Socket& socket, IPAddress& address, ConnectSocketState state, IAsyncResult asyncResult, Exception& exception)
--- End of inner exception stack trace ---
at System.Net.HttpWebRequest.EndGetRequestStream(IAsyncResult asyncResult, TransportContext& context)
at System.Net.Http.HttpClientHandler.GetRequestStreamCallback(IAsyncResult ar)
--- End of inner exception stack trace ---
--- End of inner exception stack trace ---
at System.Threading.Tasks.Task.ThrowIfExceptional(Boolean includeTaskCanceledExceptions)
at System.Threading.Tasks.Task`1.GetResultCore(Boolean waitCompletionNotification)
at System.Threading.Tasks.Task`1.get_Result()
at Dell.Services.SupportAssist.CommonUtilities.WebApiClient.InvokeWebAPI(SAWebApiCommand webApiCommand)
---> (Inner Exception #0) System.Net.Http.HttpRequestException: An error occurred while sending the request. ---> System.Net.WebException: Unable to connect to the remote server ---> System.Net.Sockets.SocketException: No connection could be made because the target machine actively refused it 127.0.0.1:5700
at System.Net.Sockets.Socket.InternalEndConnect(IAsyncResult asyncResult)
at System.Net.Sockets.Socket.EndConnect(IAsyncResult asyncResult)
at System.Net.ServicePoint.ConnectSocketInternal(Boolean connectFailure, Socket s4, Socket s6, Socket& socket, IPAddress& address, ConnectSocketState state, IAsyncResult asyncResult, Exception& exception)
--- End of inner exception stack trace ---
at System.Net.HttpWebRequest.EndGetRequestStream(IAsyncResult asyncResult, TransportContext& context)
at System.Net.Http.HttpClientHandler.GetRequestStreamCallback(IAsyncResult ar)
--- End of inner exception stack trace ---<---

2018-06-17 23:59:15,742 [2.2.1.6] [10572 - 1] DEBUG Dell.Services.SupportAssist.SupportAssistUI.ViewModel.AppViewModel - Is UI Running
2018-06-17 23:59:15,744 [2.2.1.6] [10572 - 1] DEBUG Dell.Services.SupportAssist.SupportAssistUI.ViewModel.AppViewModel - Is UI Already RunningFalse

I tried creating New-Dell-Logo-White.png. That seemed to fix one problem, but there were more.

Viewing the file SupportAssistAgent.log I see other possible problem entries:

"DEBUG Dell.Services.SupportAssist.CommonUtilities.EncryptionDecryption - Cannot encrypt an empty string!" (repeated eight times)

and

"ERROR Dell.Services.SupportAssist.DataAccessLayer.DataAccess - GetWarranty : String was not recognized as a valid DateTime." (repeated twice)

and

"ERROR Dell.Services.SupportAssist.SupportAssistHandlers.UIHomePageHandler - Exception occurred in while processing InitExtension request: System.FormatException: String was not recognized as a valid DateTime.
   at System.DateTimeParse.Parse(String s, DateTimeFormatInfo dtfi, DateTimeStyles styles)
   at System.Convert.ToDateTime(String value)
   at Dell.Services.SupportAssist.SupportAssistHandlers.HandlerUtility.ConstructInitExtensionMessage(BaseModel response, AlertFlowStatus flowStatus, Boolean isRunAll)
   at Dell.Services.SupportAssist.SupportAssistHandlers.UIHomePageHandler.ConstructInitExtensionMessage(BaseModel request)
   at Dell.Services.SupportAssist.SupportAssistHandlers.UIHomePageHandler.InitExtension(BaseModel request) "

Hello,

Please Go to Control Panel, programs and featured and Uninstall Dell support assist. If you see Dell Update and Dell Update Plug in, please uninstall it too. 

Then download this:

http://downloads.dell.com/serviceability/catalog/SupportAssistInstaller.exe

It will work.

I did this and nothing worked, clicked on it after I downloaded it popped up for a sec and never responded.