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7 Posts
38
62689
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.
AbiB7
1 Message
0
June 24th, 2018 09:00
I was having this same issue and uninstalled and used the link provided to reinstall and now it works perfectly for me. Thanks!
XPSrich
1 Message
0
June 24th, 2018 12:00
Made an account just to say Technut.Canada's solution actually works, thank you. :Yes:
Technut.Canada
1 Rookie
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13 Posts
1
June 24th, 2018 13:00
No idea who discovered it but I first saw that solution here:
https://www.dell.com/community/Inspiron/New-Inspirion-SupportAssist-UI-freezes-worked-once-before/m-p/6097127/highlight/true#M22735
Just need to spread the word!
MarkFleener
1 Rookie
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89 Posts
0
June 24th, 2018 14:00
There's already a file by that name.
Martin B
1 Rookie
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41 Posts
0
June 25th, 2018 01:00
Just to confirm that the file renaming solution from Tobuz and Technut.Canada works perfectly - very many thanks!
YOUNGMANDESERT
1 Message
0
June 25th, 2018 02:00
Support Assist FIXED!
1.Uninstall support assist
2.Install CCleaner, launch CCleaner then click REGISTRY TAB to clean up registry
3.Install Support Assist again
4.Launch Support Assist
i got mine fixed this way i got a Dell XPS 15 9560
Reaper39
1 Rookie
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3 Posts
0
June 25th, 2018 10:00
Same problem with my alienware laptop too, since it updated automatically to the latest version, it only worked for maybe 10 days and now it no longer works, it just hangs at lunch, very buggy software update in my opinion, and it it messing up our systems
SteveHarvest
2 Posts
0
June 25th, 2018 11:00
Renaming to New-Dell-Logo-White.png fixed the problem. Thanks!
Swylen
1 Message
0
June 25th, 2018 17:00
I ended up uninstalling from control panel/programs and then grabbing the latest from this link:
http://www.dell.com/support/contents/us/en/04/article/product-support/self-support-knowledgebase/software-and-downloads/supportassist
Vincent Lau
2 Posts
0
June 26th, 2018 01:00
same problem here!
Dell Support Assist not responsive after updated the latest version.
Eve3930
1 Message
0
June 27th, 2018 00:00
Another vote for the solution posted by Tobuz. Worked for me as well.
khiemto
3 Posts
0
June 27th, 2018 02:00
Methods Tobuz ad Technut Canada mentioned also works well for me. There is no risk in rename the file
Oracolo
1 Message
0
June 27th, 2018 03:00
The renaming of a *png file worked for me
1FROG
1 Message
0
June 27th, 2018 09:00
I,ve had the same problems for weeks now. Don't have a clue how to fix this. but I keep getting messages to address the problem. Is this a Microsoft issue or a Dell issue?
RonenW
1 Message
0
June 28th, 2018 00:00
Have had the same issue for the last week or so.
Re-installed the software from Dell site, seems to be working now.