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6 Professor
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5.3K Posts
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SupportAssist PC-Doctor Module, 100% CPU and RAM usage!
My Aurora R7 auto-ran it's scheduled monthly Dell SupportAssist scan today. Only this time, for the first time, Dell's PC-Doctor Module locked up at 100% CPU and 100% RAM usage (all 64 GB)! Then, I promptly received an out of virtual memory error pop ups followed by repeated (11x) Desktop Window Manager crashes before I was able to close out the SupportAssist scan, grab a screen shot of the offending program, and restart the computer. Reliability dropped from 10 to 1.
I re-ran the full SupportAssist scan two more times and this time it both completed without incident each time. I can't even replicate the problem. I wasn't doing anything on the computer when it started. I was working on my laptop and then noticed the desktop screen going crazy.
Okay SupportAssist rant over.
Tesla1856
8 Wizard
8 Wizard
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17K Posts
0
April 24th, 2021 09:00
Similar problem here.
https://www.dell.com/community/XPS/Dell-XPS-13-9310-Overheating/m-p/7841394/highlight/true#M81456
at least yours is a desktop that can handle all the heat from the "run-away condition" the bug/glitch causes.
Yeah, for Support-Assist to do what it does, it relies on some of it's own custom (deep-rooted) Processes and Services.
Chrislk1986
4 Posts
0
November 13th, 2021 13:00
Actually had this happen today. Coincidentally, I did a fresh Windows install back on the day you experienced this issue (04/23/21), didn't actually install support assist until 07/28/21. Just used it to check my drivers once, had it disabled on startup.
Was on Chrome and all of a sudden when I was typing, the letters would take a few seconds to populate the field. Checked task manager and saw 100% CPU and RAM (all 32gb). PC Doctor Module was pegging everything and hitting end task didn't end it, but dropped usage down slightly every time I clicked it.
Not sure why it turned on out of the blue, but in any case, it's uninstalled. XPS 8910SE doesn't have great thermals as it is, no need to risk burning my desktop up, glad I was here when it happened vs afk...
ago2180
7 Posts
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November 15th, 2021 16:00
I just ran into the same but I notice mine came back to normal after some minutes
LexilconCondran
1 Message
0
December 12th, 2021 11:00
i just had the same issue
PC-Doctor Dell SupportAssist API or Dsapi.exe eating 100% ram/cpu
12 12 2021
ASOLOS
2 Posts
1
January 27th, 2022 13:00
Just had the same problem with R7 moment ago, this program eat my 80G memory in a blink and caused all my work to an halt. This is so evil and unaccepatble!!
Dell please stop destroy your customers trust immediately! This problem make me very disappointed in your software and want no more PCdoctor !
Superkarr
1 Message
0
February 4th, 2022 10:00
Just had the same. 100% CPU and all memory was gone in seconds. Eventually process crashed and I was able to uninstall that masterpiece
naktaBeepa
1 Message
0
February 8th, 2022 07:00
Same happened with me. Extremely annoying and turns customers away. No bloatware but what is supposed to help computer becomes bloatware.
DELL-Nat M
Community Manager
Community Manager
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2.6K Posts
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February 9th, 2022 06:00
Is everyone having this problem using an Aurora R7?
johnneum
4 Posts
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February 9th, 2022 07:00
My laptop is a Dell XPS 17 (model 9710), Intel i7-11800H.
I had the same issue from process "PC-Doctor Dell SupportAssistant API", where it caused 100% RAM consumed (was at 50%) and almost 100% CPU usage, and like the others also experienced my fan was running loud. After PC-Doctor finished its updates, the PC went back to 50% RAM consumed and normal CPU usage. I killed off PC-Doctor and Dell update services and it had a negligible effect, CPU and RAM stayed about the same.
DELL-Nat M
Community Manager
Community Manager
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2.6K Posts
1
February 11th, 2022 07:00
All, please follow these instructions to uninstall/reinstall SA and check if the problem remains.
If problem remains, please inform:
* What operating system?
* How long did SA (SupportAssist) function correctly prior to seeing this issue?
* Did you make any software changes prior to seeing the issue?
The Duke of Dack
1 Message
0
February 11th, 2022 09:00
I just had this happen on my Precision 5530 laptop. Whatever programmer for Dell thought it was a good idea to have a program turn on unexpectedly and use 100% of a PC's resources should be fired. That behavior is malware. I have uninstalled Dell SupportAssist and will NOT reinstall it.
DELL-Cares
Moderator
Moderator
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25.7K Posts
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February 13th, 2022 08:00
Please Direct/Private Message the Service Tag / Express Service Code / Order Number in text format
Thank you
VP Rochester
1 Message
0
February 13th, 2022 08:00
Just happened to my XPS8930 Desktop. Used 100% CPU and 100% Memory--noted because fan was running hard (which it almost never does). It ended after a few minutes and all is back to normal, but while it was going on it was degrading the ability to use the computer. Is there enough benefit to this to leave it? Why does it have to run so intensely that it consumes the computer for a while?
Alexand47
6 Posts
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February 16th, 2022 06:00
I had the same problem. Set by uninstalling SupportAssist OS Recovery Tools.
lmacri
3 Apprentice
3 Apprentice
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1.2K Posts
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February 16th, 2022 07:00
Has anyone with this high CPU / RAM consumption problem noticed if their SupportAssist OS Recovery Tools (listed as Dell SupportAssist Remediation at Control Panel | Programs | Programs and Features) recently updated to v5.5.1.16141, or if the History tab of SupportAssist v3.10.4 shows that this update is failing to finish? See my 11-Feb-2022 topic Any Problems Installing SupportAssist OS Recovery Tools v5.5.1.16141? for a discussion about this latest SupportAssist OS Recovery Tools v5.5.1.16141 update.
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64-bit Win 10 Pro v21H2 build 19044.1526 * Firefox v97.0.0 * Microsoft Defender v4.18.2201.10-1.1.18900.3 * Malwarebytes Premium v4.5.4.168-1.0.1599 * Dell SupportAssist v3.10.4.18 * Dell SupportAssist Remediation v5.5.0.16046 * Dell Update for Win 10 Universal v4.4.0 * Macrium Reflect Free v8.0.6584
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620