HaraldM1
2 Bronze

SupportAssist crashes after 15 seconds

Dell SupportAssist crashes ~ 15 sec after start, about one second after hilightening the button "Driver and Downloads". This is a new phenomenon, the program worked 7/2017. I suppose a problem with the last Windows 10 64- bit- Update. I use Version 1703 Built 15063.540. Thanks for any idea.

23 Replies
HaraldM1
2 Bronze

RE: SupportAssist crashes after 15 seconds

This is what I tried to solve the problem- no success: deinstalled and reinstalled SupportAssist from the Dell website. Deinstalled Malwarebytes. Used "sfc /scannow". Used "DISM.exe /Online /Cleanup-image /Restorehealth"

mlpo
2 Bronze

RE: SupportAssist crashes after 15 seconds

I have exactly the same problem. My environment is also exactly the same:

Windows 10 Education 64-bit

Version 1703 (built 15063.540)

I wonder if it is not the update to Creators Update that caused this problem? I'm not sure though.

Saltgrass
5 Rhenium

RE: SupportAssist crashes after 15 seconds

When you start Support Assist, it does a system scan.  While it finishes it will highlight some of the squares.  Is that when it crashes and are any squares highlighted at the time?

So you see any orange triangles on the left side of the window?

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XPS 9365, Inspiron 7567 Gaming, Inspiron 7779, XPS One 2720
HaraldM1
2 Bronze

RE: SupportAssist crashes after 15 seconds

When I start SupportAssist ("pcdrcui.exe"), I see the following squares (buttons) highlighted (translated from the German Version): "Hardware Checkup", "Optimize Computer" , "Receive Support". On the left side of the window I see my comoputer Name, Service tag etc.In the upper right part of the window caption I see a circle spinning indicating that the System does some chhecks.  The button "Driver and Downloads" is highlighted after ~ 15 sec , and then immediatelly á W10- Windows occurs telling that the program crashed. I could post a jpg, however I don't know how. I never see any orange triangles. Definitively this problem is new.  

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Saltgrass
5 Rhenium

RE: SupportAssist crashes after 15 seconds

Two things I can suggest you try.  The first is to turn off all notifications, if you can.

The second thing is a reinstall may not replace all components of the SupportAssist utility.  If you could find some files which remained after an uninstall they may be involved.

The only time I run SupportAssist is when someone has a problem so I don't have that much experience with it.  If the problem was created when the System Info was accessed, maybe some device did not like being scanned.

There have been updates recently to this utility.  What I show may be different than the German version.

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XPS 9365, Inspiron 7567 Gaming, Inspiron 7779, XPS One 2720
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mlpo
2 Bronze

RE: SupportAssist crashes after 15 seconds

I tried to disable notifications, the problem is still there.

As for the reinstall, my computer is quite brand new. It stopped working all of a sudden (I upgraded to Creators Update but that's it).

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Saltgrass
5 Rhenium

RE: SupportAssist crashes after 15 seconds

HaraldM1, I got Process Monitor and set it to watch my system when I started Support Assist.  I don't use German, so it may even be related to that but my Dell systems seem to handle the latest updates OK.

When you start SupportAssist, sessionchecker.exe starts up and reads many of the data and configuration files.

It starts uaclauncher.exe which seems to do more of the same.

uaclauncher.exe starts pcdsecondarysplash.exe an it runs along with the others, for a while, probably until the desktop window is open.

Then pcdrcui.exe is started by uaclauncher.exe which continues as long as the window is open.  This utility also goes through many files and registry entries.

I notice the programs requests internet access. so are you online when you run it?  

Any chance a anti-virus program (not Defender) is blocking access to some system files?

Here are some locations you might look thru.  These may be the type of things which would need to be replaced if you reinstalled.

C:\Windows\Prefetch  <-Files which start with PCDR

C:\Program Files\Dell\SupportAssist

C:\ProgramData\PCDr\6664\datastore

HKEY_LOCAL_MACHINE\SOFTWARE\PC-Doctor

You have probably already checked the Event Viewer and any Dell logs which might be available, so I can't think of anything else to try.  

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XPS 9365, Inspiron 7567 Gaming, Inspiron 7779, XPS One 2720
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Mr Olo
2 Bronze

RE: SupportAssist crashes after 15 seconds

Hello all,
That's my first post here on Dell Community forum, so.. Hi 🙂
Back to the subject. I just spotted that on Microsoft Community page the same issue was raised, so I found this quite important and maybe it would be good to join forces, as it seems a global issue.

Regards.

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DELL-Jesse L
Community Manager
Community Manager

RE: SupportAssist crashes after 15 seconds

HaraldM1,

Click the link below for innformation with Support Assist. You can uninstall and reinstall from the link below.

Dell SupportAssist for PCs and tablets

 



 

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