MarkFleener
3 Argentum

SupportAssist Not Responding at Launch

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Do I uninstall all 3, Dell Support Assist, Dell Support Assist Remediation, and Dell Support Assist Update Plug in, before trying the reinstallation link provided? 

Alienware 15 R4 Intel(R) Core(TM) 8300H CPU @ 2.3GHz 64-bit Windows 10 Home Version 1803 Build 17134.112

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

 

2 Solutions

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ThomasAAT
3 Argentum

Re: SupportAssist Not Responding at Launch

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I describe the solution in this tread: https://www.dell.com/community/Alienware-Laptops/alienware-17-r4-SupportAssist-freezing-instantly/td...

It may also by an idea to run CCleaner to delete temp files and scan for register errors after you have uninstalled supportassist and the MS store version (if you have). Then preform a restart before installing supportassist again.    

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revelli
Moderator
Moderator

Re: SupportAssist Not Responding at Launch

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Thanks for your valuable feedback. We heard you and resolved the issue with a hotfix.  SupportAssist pushed an update to address “unresponsive SupportAssist application issue (due to missing logo)”. This update happens silently in the background and doesn’t require any user interaction. Please relaunch SupportAssist and ensure issue is resolved.  

PS:  Please do not rename logo file any more, issue gets resolved with specified auto update.

Thanks,

Dell – Kumar

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9 Replies
ThomasAAT
3 Argentum

Re: SupportAssist Not Responding at Launch

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I describe the solution in this tread: https://www.dell.com/community/Alienware-Laptops/alienware-17-r4-SupportAssist-freezing-instantly/td...

It may also by an idea to run CCleaner to delete temp files and scan for register errors after you have uninstalled supportassist and the MS store version (if you have). Then preform a restart before installing supportassist again.    

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DamperClicks
2 Bronze

Re: SupportAssist Not Responding at Launch

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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)

alcyone864
2 Bronze

Re: SupportAssist Not Responding at Launch

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I already had both files on my computer, so I went ahead and changed the one whose name was in error. It asked me to cancel or rename it New_Dell_Logo_White (2).png, which I did. This released the SupportAssistant to routine (?) operation. Great fix! Thanks!

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Snaped998
2 Bronze

Re: SupportAssist Not Responding at Launch

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Same with me, the logo was renamed to #2 but it still isn't responding.

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tomtinker
2 Bronze

Re: SupportAssist Not Responding at Launch

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I like what Support Assist does when it works!  But I am confused, no rhyme or reason to it.  Right now it is working on my Inspiron 3650 but not on my Vostro 220.  At other times it has worked on the Vostro but not the Inspiron?!  Go figure. 

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MarkFleener
3 Argentum

Re: SupportAssist Not Responding at Launch

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That doesn't work.  There's already a file in there by that name and renaming it #2 doesn't do anything to fix the problem. 

MarkFleener
3 Argentum

Re: SupportAssist Not Responding at Launch

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Thanks

 

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revelli
Moderator
Moderator

Re: SupportAssist Not Responding at Launch

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Thanks for your valuable feedback. We heard you and resolved the issue with a hotfix.  SupportAssist pushed an update to address “unresponsive SupportAssist application issue (due to missing logo)”. This update happens silently in the background and doesn’t require any user interaction. Please relaunch SupportAssist and ensure issue is resolved.  

PS:  Please do not rename logo file any more, issue gets resolved with specified auto update.

Thanks,

Dell – Kumar

View solution in original post

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travelynnn
2 Bronze

Re: SupportAssist Not Responding at Launch

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Thanks for the so-called help Dell. Mine will still not respond.