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1 Rookie
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7 Posts
2
46321
July 17th, 2020 12:00
SupportAssist OS Recovery Tools failing to install on XPS 15 7590
Hi
I'm relatively new to this forum and the Dell SupportAssist software which so far seems a bit of a mixed blessing.
My issue at the moment is that SupportAssist says I need an urgent update of the "SupportAssist OS Recovery Tools" which it has downloaded somewhere. However every time I tell it to install, it fails. I have tried rebooting and also tried turning off my AntiVirus software but same result - fail.
I have also been getting a Hardware Scan message that the "USB Composite - Cannot Run" for a while. Though I was not aware of any changes to the system when this first came up and I can find no issues with the USB side of the machine.
Any advice would be greatly appreciated.
Mike
Geoloth
1 Message
0
July 31st, 2020 08:00
the trick here is to install this particular update from the Dell Update application NOT the SupportAssist application. the issue is that the update is failing due to the fact that it is open and trying to update itself...Make sure you close the SupportAssist app. Go to the Windows search bar and type in DELL UPDATE and select the tool of the same name. Once open, click the CHECK button. The "SupportAssist OS Recover Tools" update should appear. Allow the Dell Update tool to install the update, which should complete successfully. go back to the SupportAssist application and RUN ALL to recheck the app. it should show no updates needed.
PSPDell
2 Posts
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July 31st, 2020 14:00
After reading through several suggestions, I finally found that the solution "click on RunAll button and then try driver update" worked for me! Thanks Nikhil!
NancyinWI
5 Posts
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August 6th, 2020 16:00
Thank you @alienware17r4 ! That certainly makes sense, especially in my case where I couldn't find it installed in control panel, but Dell is sure causing a lot of grief by doing that!!!
NancyinWI
5 Posts
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August 6th, 2020 16:00
Don't have an XPS, but rather an Inspiron 3671, and I am having the same issue. I am running Support Assist 3.6.0.97 and it tells me there is an urgent update, The OS Recovery Tools. However, I don't have that in my apps in control panel to begin with. SA says it's downloaded, but it doesn't install. Tried cancelling, and it said canceling forever until I closed the program. Go back and do a "run all" and it still says I have an urgent update, the OS Recovery Tool. I'm hoping that at some point, Dell will acknowledge that there's an issue somewhere, and this will be fixed at some point.
alienware17r4
2 Intern
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63 Posts
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August 7th, 2020 02:00
NancyinWI
I've given up on this, but have learned more since that post. see my posts in other threads. Do Not assume you dont have it because you cant find it. I DID find it in my BIOS. I did once create a recovery usb drive and I have 3 disk partitions related to recovery. I thought I had done that through windows, but perhaps dell was involved?? Someone said install it from the dell site rather than from support assist. But the dell web site does not even offer me this update. Trying to find it manually also did not work. The only link I found to the actual 180mb update was apparently restricted to "premier" members.
SteveTree
2 Intern
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36 Posts
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September 14th, 2020 23:00
Thanks
Support Assist Remediation did the trick for me.
wxmanrocks
1 Message
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October 24th, 2020 15:00
Saw this thread and wanted to ask for assistance with being unable to install supportassist os recovery tools version 5.2.1.12926. It asks me to close the application and restart it. That does not work either. Your help would be appreciated. Thank you! Mark
Lblack61
2 Posts
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November 3rd, 2020 13:00
Geoloth
THANK YOU!
I have been having problems with this on two of my devices for a few months.
THIS HELPED!!!!
(I don't know why it was so difficult to find a solution for this. I solved it on one by just getting rid of Support Assist...I was tired of not finding a solution and thought getting rid of it was my best option. But doing what you say worked on my desktop.
It makes perfect sense that the Support Assist tool can't update because it's open. Brilliant!
Ripefruit
2 Posts
1
November 11th, 2020 16:00
A merry-go-round
It doesn't matter what I do, installation of SupportAssist fails
I can't wait for Dell Support to blame everything but Dell.
Please point to where I can download the latest file and install it
putter1717
1 Rookie
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1 Message
0
November 11th, 2020 23:00
SupportAssist OS Recovery Tools
180.00 MB
5.2.2.12981
Failed
How do I fix this isssue?
CatLab
2 Posts
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November 29th, 2020 13:00
@Abitmissing This has not fixed my problem. The download will initiate and stay at 0 of 180 MB indefinitely it seems. This is a brand new XPS 15 9500 I just got after returning the first for different issues. It lets me cancel this, wherein canceling never actually finishes and I have to close the app. I've also tried the other solution in the replies using the Dell Update app to update SupportAssist since it cant update itself while it's open. And this still fails.
Abitmissing
1 Rookie
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7 Posts
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December 2nd, 2020 03:00
Hi @CatLab
Sorry you are having problems.
I had an install fail again recently, but given my previous experience I just left it for a few days, rebooted the computer and then ran SupportAssist again. When is started I told it to "Run All" and left it. Then when I came back it said I had one update waiting so I told it to install and left it alone (awaiting the 180 Mb). When I came back all was done and well.
So why not try a similar approach and see if that helps? I know it does not seem entirely logical but it has worked for me on at least two occasions now.
Good luck.
Julerobb1
1 Rookie
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16 Posts
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February 27th, 2021 17:00
I have an inspiron 3785, of which has the same issue with the tools not being on the system. Of Course, the tech support agents think im trying to reinstall the OS, when I am trying to reinstall SupportAssistOS Recovery Tools. The system was supposed to ship with it pre installed, but it did not. The BIOS supports it, as there is an option to disable or enable it. Everything is enabled related to supportassistOS in bios, but of course, No DELL partitions. The system is running a retail version of windows as there is no image from dell for my system.