"I would probably suggest for in the future to avoid Dell at all costs. Its not worth it to buy a really expensive laptop that goes bad in a few months and not even making it to a year."
I have a ten-year old Dell XPS Studio 1645 laptop, in addition to my new Dell XPS 8930 SE, which has never caused any issues whatsoever, and it is still running fine, on Windows 10 Pro x64 for which it was never designed. It is not fast anymore, by today's standards, but it gets the job done.
I agree that the quality of customer support is somewhat inconsistent, but in my experience, helping others with computer issues from different manufacturers, Dell Support is often superior. As a result, I buy, and recommend Dell computers.
I guess we all have different experiences and different expectations. Just my two cents.
If you are running an insider version of Windows, that could be your problem. All the software and hardware vendors are always playing "catch up" with Windows 10 modifications/enhancements, and none that I know of, certify that their software will work with an insider build. Hence, I am not courageous, or perhaps foolish enough, to join the Windows Insider program. We have enough issues with the so-called "stable" releases.
It is the insider version and I believe that is when the issue began. I got in touch with the Windows 10 people yesterday and I am waiting on their response. If it isn't to my liking, I will remove the insider version and go back to the regular Windows until the real Windows 10 comes out. At least they give you the option to go back to what you had before you downloaded the insider build. I will say that I am liking all these new features with this insider build. It will be a very nice upgrade once it is done.
This forum’s topic strictly talks about HW Scan not running meaning it goes from 0-100 really fast and on the history page it will display Default - Scan Test Not started. As mentioned in the thread by @garoch7 “C:\Program Files\Dell\SupportAssistAgent” folder needs to go on the exempt or allow list. I have seen a case where this didn’t work, and a customer resolved by adding DSAPI.exe to the file exception list and selected “Exclude the file from detection as malware or potentially unwanted program only” (Malwarebytes). Same rule could apply to other Anti-Virus programs.
If the HW stuck at 0% preparing or throws an exception this is an entirely different issue.
Then you should…Verify Dell Hardware Support Service is running.
If Dell Hardware Support isn’t listed, try running the PCDr exe directly. Perhaps the AV program blocked the installation.
SupportAssist_6.0.7106.1357_x64.exe or higher version
Under C:\Program Files\Dell\SupportAssistAgent\PCDr\Installer
PCDr team is aware of this issue and a fix workaround will be delivered their next release to Dell.
It’s difficult to troubleshoot issues with no information, that’s why it’s suggested to call support. If the HW scan throws an exception or stuck on a percentage. You could try and find any error code and open a separate thread.
Search for “Error” in
C:\ProgramData\PCDr\7106\logs\DSAPI.log
Could also search for “MessageID-HardwareDiags” in and follow the flow until you see an ERROR
I have been facing this issue lately (XPS 15 9560) , the scans on the 19th of March went pretty fine, have been facing this issue since yesterday, that the scan is stuck on 0%.
Rest of the scans go perfectly well, but its only the hardware scan that is creating an issue.
I hear the machine, doing something for sure, it heats up as well during the stress test, but nothing happens to the progress - stays at 0%
I am using the latest version 3.4.5 release date FEB 2020.
I use windows defender (no MacAfee or other Antimalware's)
garioch7
5 Practitioner
•
302 Posts
0
March 9th, 2020 10:00
@Martinez275
You said:
"I would probably suggest for in the future to avoid Dell at all costs. Its not worth it to buy a really expensive laptop that goes bad in a few months and not even making it to a year."
I have a ten-year old Dell XPS Studio 1645 laptop, in addition to my new Dell XPS 8930 SE, which has never caused any issues whatsoever, and it is still running fine, on Windows 10 Pro x64 for which it was never designed. It is not fast anymore, by today's standards, but it gets the job done.
I agree that the quality of customer support is somewhat inconsistent, but in my experience, helping others with computer issues from different manufacturers, Dell Support is often superior. As a result, I buy, and recommend Dell computers.
I guess we all have different experiences and different expectations. Just my two cents.
Have a great day.
Regards,
-Phil
garioch7
5 Practitioner
•
302 Posts
0
March 9th, 2020 10:00
@Snowlover
If you are running an insider version of Windows, that could be your problem. All the software and hardware vendors are always playing "catch up" with Windows 10 modifications/enhancements, and none that I know of, certify that their software will work with an insider build. Hence, I am not courageous, or perhaps foolish enough, to join the Windows Insider program. We have enough issues with the so-called "stable" releases.
Have a great day.
Regards,
-Phil
Snowlover
5 Posts
0
March 9th, 2020 10:00
It is the insider version and I believe that is when the issue began. I got in touch with the Windows 10 people yesterday and I am waiting on their response. If it isn't to my liking, I will remove the insider version and go back to the regular Windows until the real Windows 10 comes out. At least they give you the option to go back to what you had before you downloaded the insider build. I will say that I am liking all these new features with this insider build. It will be a very nice upgrade once it is done.
jbilinski
5 Practitioner
•
146 Posts
0
March 9th, 2020 11:00
This forum’s topic strictly talks about HW Scan not running meaning it goes from 0-100 really fast and on the history page it will display Default - Scan Test Not started. As mentioned in the thread by @garoch7 “C:\Program Files\Dell\SupportAssistAgent” folder needs to go on the exempt or allow list. I have seen a case where this didn’t work, and a customer resolved by adding DSAPI.exe to the file exception list and selected “Exclude the file from detection as malware or potentially unwanted program only” (Malwarebytes). Same rule could apply to other Anti-Virus programs.
If the HW stuck at 0% preparing or throws an exception this is an entirely different issue.
Then you should…Verify Dell Hardware Support Service is running.
If Dell Hardware Support isn’t listed, try running the PCDr exe directly. Perhaps the AV program blocked the installation.
SupportAssist_6.0.7106.1357_x64.exe or higher version
Under C:\Program Files\Dell\SupportAssistAgent\PCDr\Installer
PCDr team is aware of this issue and a fix workaround will be delivered their next release to Dell.
It’s difficult to troubleshoot issues with no information, that’s why it’s suggested to call support. If the HW scan throws an exception or stuck on a percentage. You could try and find any error code and open a separate thread.
Search for “Error” in
C:\ProgramData\PCDr\7106\logs\DSAPI.log
Could also search for “MessageID-HardwareDiags” in and follow the flow until you see an ERROR
C:\ProgramData\SupportAssist\Client\Agent\logs\ApplicationLogs\SupportAssistAgent.log
Moeed
1 Message
0
April 4th, 2020 23:00
Hello There,
I have been facing this issue lately (XPS 15 9560) , the scans on the 19th of March went pretty fine, have been facing this issue since yesterday, that the scan is stuck on 0%.
Rest of the scans go perfectly well, but its only the hardware scan that is creating an issue.
I hear the machine, doing something for sure, it heats up as well during the stress test, but nothing happens to the progress - stays at 0%
I am using the latest version 3.4.5 release date FEB 2020.
I use windows defender (no MacAfee or other Antimalware's)
Can you please help.
FulvioP14
1 Rookie
•
3 Posts
0
April 19th, 2020 10:00
I had the same problem on my Alienware r4 and so I solved it
_Jean-Michel_
6 Posts
0
April 21st, 2020 00:00
Thank you garioch7, it works for me now!
garioch7
5 Practitioner
•
302 Posts
0
April 22nd, 2020 09:00
@_Jean-Michel_
You are most welcome. I am glad that it is working for you now.
Have a great day.
Regards,
-Phil