Unsolved
This post is more than 5 years old
7 Posts
38
62679
June 5th, 2018 13:00
SupportAssist Not Responding at Launch
I have an XPS 15 9560 Signature Edition with an Intel Core i7 7700HQ @ 2.80GHz, 16 GB of RAM, a 4GB NVIDIA GeForce GTX 1050 and a 500 GB SSD. I have been having issues with Dell SupportAssist for a few weeks now, since the latest update, and need help. When I launch the program, the window pops up and stays idle indefinitely, as if loading content. If I click on the window, a message appears and says that the program is not responding. I dug through some boards and found that some dell moderators or some such were recommending uninstalling and reinstalling the program. I followed the steps to the letter and was just left with a messed up registry and a program that does not work. I couldn't even reinstall the program, because it says I have the latest version, even though I deleted every file specified within the registry and the program files. After I kept trying I was just left with a blue screen and needed to use the last windows save point if I didn't want to lose all of my files and whatnot. I still have the same issue and have not been able to solve it at all. If anyone can offer help, it would be quite welcome.
PS. Dell should work on a program that verifies SupportAssist's file integrity, rather than making me go into the registry and potentially kill my expensive computer.
PPS. I also ended up using Reimage to fix everything in my registry, although nothing could be done about SupportAssist, I assume because it's considered a third party program.
khiemto
3 Posts
0
June 22nd, 2018 17:00
Last time you answered it was vague, I tried to install supportassist to know which programs it will install: supportassist or supportassist remediation or both. Which one I should uninstall is the main problem. I DO KNOW WHAT TO DO SO DON`T GIVE THE REPLY YOU HAVE GIVEN. I am sorry but you did say this before: "uninstall and reinstall should fix the problem. After uninstalling, restart the system and download support assist from the below link". I DID NOT ASK FOR STEPS OF HOW TO FIX THE PROBLEM, I ASKED ABOUT DETAILS IN UNINSTALL STEP: WHICH PROGRAMS SHOULD I REMOVE?? THE SUPPORTASSIST WITHOUT THE "REMEDIATION" WORD OR THE ONE WITH REMEDIATION OR BOTH. Please give the exact details, I don`t want to have headache just for this troublesome issue!
MarkFleener
1 Rookie
•
89 Posts
0
June 22nd, 2018 17:00
Same problem here... Alienware 15 R4 Intel(R) Core(TM) 8300H CPU @ 2.3GHz 64-bit Windows 10 Home Version 1803 Build 17134.112
MarkFleener
1 Rookie
•
89 Posts
1
June 22nd, 2018 18:00
Do I uninstall all 3, Support Assist, Support Assist Remediation, and Support Assist Update Plug in, before trying the reinstallation link you provided? Alienware 15 R4 Intel(R) Core(TM) 8300H CPU @ 2.3GHz 64-bit Windows 10 Home Version 1803 Build 17134.112
AnthonyCavato
1 Message
1
June 22nd, 2018 21:00
I have a Alienware Aurora R6 and it is not responding for me and I have drivers i need to install
chickenugget
2 Posts
0
June 23rd, 2018 10:00
THIS WORKED!! THAAAANK YOU!!
As easy as uninstall, restart (not shutdown) and install.
seansdude
1 Message
0
June 23rd, 2018 12:00
Maybe Dell should get their act together and fix their buggy software!
mike2tango
2 Posts
0
June 23rd, 2018 13:00
same here, with Aurora r7
semseman
1 Rookie
•
6 Posts
0
June 23rd, 2018 16:00
Same here, but i didn't uninstall yet
BTPipe
1 Message
0
June 23rd, 2018 18:00
I just tried the instructions in the link below and SupportAssist is working for me now. I just ran the full compliment of actions and they all functions properly. I looked that the SupportAssist History tab and it showed all the actions maintenance actions that were taken immediately after re-installing the application.
http://www.dell.com/support/article/in/en/inbsd1/sln300789/dell-support-center-or-my-dell-do-not-work-after-upgrade-to-windows-10?lang=en#Reinstall
Tobuz
1 Message
3
June 23rd, 2018 20:00
Followed the instructions that were in a different thread on this topic, and it worked perfectly!
Here's the fix:
That's all there is to it!
I don't know who discovered this or how, but it absolutely worked for me.
bonnjer
14 Posts
0
June 23rd, 2018 21:00
The method above by Tobuz of changing the New Dell Logo White file absolutely worked for me. Thanks!
Danneth
1 Message
0
June 24th, 2018 05:00
I'm having the same issue. XPS 8920
Technut.Canada
1 Rookie
•
13 Posts
2
June 24th, 2018 07:00
==========================================================================
In the folder
C:\Program Files\Dell\SupportAssistAgent\bin\Resources\
rename
New-Dell-Logo-White-Small.png
to
New-Dell-Logo-White.png
(just remove the -Small from the end of the file name)
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
THIS WORKS!!
Babannie
1 Message
0
June 24th, 2018 09:00
Oh thank god! Who ever found out removing the word small from that Resource file is BRILLIANT! It works now!
Doug88
1 Message
0
June 24th, 2018 09:00
There are several Support Assist programs listed, do I remove them all? Ex Support Assist Remediation(5/16/18), Dell Update Support Assist Update Plugin (5/16/18), Dell Support Assist 6/8/18.