SupportAssist is not working

Question

Hello, I hope everyone in the community is well! As I state in the title, SupportAssist has stopped working since 2 weeks ago. I browsed through the community for past discussions but I did not find a similar situation to mine. I have an Inspiron 24 - 5400 All in one. Bought it last March, simple usage like youtube, office, web browsing. I try to keep it up to date. When I click the application to launch it is loading for about 4-5 minutes and then shows the following message: We ran into an unexpected issue with SupportAssist. Restart your PC and try again later. Version: 3.10.0 There are no pending updated regarding Windows. The application Dell Update works normally and there are no pending updates there either. I have also checked for Viruses or corrupted files using Windows Security. I read several other sites about steps I could also take like renaming files or uninstalling programs but I did not try anything until I get some advice first.   Thank you in advance

XPS_Man · Accepted Answer

This is known issue can be caused due to Dozens of different reason. No point wasting time in finding the root cause.

Simple uninstall and reinstall of Support should do it.

If not fixed

Follow this Guide from start to end do not miss any steps

You may find that a few thing I am recommending to delete are already deleted from your computer so skip those steps.

1 Use Microsoft's Installer :

This step is crucial as Microsoft's uninstaller disables the services as well. Choose SupportAssist and uninstall, Uninstall Dell updates by running the the uninstaller again. If Support Assist doesn't show in List ignore this step.

Reboot (important)

Delete following folders and ignore the once which are already deleted.

C:/ Program Data/ PCDR

C:/ Program Data/Supportassist

C:/ Program Data/Dell/Dell data volt

C:/ Program Files/ Dell/Supportassist

C:/ Program Files/ Dell/ Dell data Volt

C:/ windows/Temp (everything inside the folder

Remove these Registries

Navigate to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services key.

Delete Dell hardware service, Delete Dell client management service, Delete Dell updates.

Reboot

install SupportAssist

DELL-Nat M · Answer

If you're experiencing issues with SupportAssist not working as expected, we recommend starting with a clean uninstall followed by a fresh install.

Go to Control Panel, then Add or Remove Programs, and then Uninstall.
Afterwards, restart your computer (do not skip this step, it is essential to resolve the issue)
Reinstall Support Assist from this link > https://www.dell.com/pt-br/lp/dt/support-assist-for-pcs
Click Launch and test the new version.

If you encounter issues reinstalling SupportAssist, follow these steps:

Download the Microsoft Troubleshooter Tool, open the file, and click Next to run the tool.
Click Next, select Uninstalling, choose Dell SupportAssist from the list of programs, and click Next to uninstall.
If the uninstallation was successful, close the troubleshooter and restart the system (do not skip this step, it is essential to resolve the issue).

Ensure that the following five Windows services are removed from Windows Services when an uninstall is done and started when an upgrade or new install is performed.

If they were not removed, please refer to the video below for the complete step-by-step instructions:

If you still need assistance, please contact support by clicking the ‘Get Help Now’ button located at the bottom right corner of the page. The button is marked with a help icon for easy recognition as per the picture below:

Fishkeg101 · Answer

Thanks. Worked for me.

Ross72 · Answer

Thank you !

TheBrit56 · Answer

This does solve the problem but only for a while. Try using SupportAssist again a few weeks later and you have to do it all again!

I have been through the re-install process at least 3 times so far in the last 3 months.

It USED to be a very stable app but now it seems to be completely hosed!

(I'm using version 3.10.4 on an Optiplex 5070, i7)

XPS_Man · Answer

Leave supportassist,  Use Dell updates for updating drivers and EPSA (F12 diagnostics) for hardware check.  We are supposed to be enjoying a computer not troubleshooting it all the times.

Tired21 · Answer

Having same problem. Fixes not working. Sorry I bought a Dell.

KWHJ · Answer

First, removed everything applicable according the original post, thereafter followed your solution 'by the letter'! Then, reinstalled latest Bios 'as admin' first, thereafter the chipset again as admin (as pointed out and every step got a reboot). Virusscanner removed! Again checked, if any remains still must be remove in case any functionality might still hanging out there; no, nothing! Again reboot, trying to reinstall SupportAssist as admin; no luck! A straight fail! This trouble suddenly popped, during graphics driver fail, which as was also a pain the get it reinstalled (which only succeeded after virusscannner remove).

To me, this so called solution is NOT a (the) solution !

My Nickname · Answer

Same issue for me. Works fine on my Dell Inspiron 7590 but stops working on my Dell Inspiron 3470, both running Windows 11. I did all the steps and the first two tasks, the update and the hardware checks, seems to run, but step 3 didn't start. When I restart SupportAssist, it takes a while, starting with the message "Loading PC optimization tools...", followed by "Preparing SupportAssist to keep your PC running at its best", next "We're still working on it." and finally "This is taking longer than expected. We recommend restarting your PC and trying again".

Dell Update is still working fine.

Support Assist Version 3.11.4

My Nickname · Answer

After 2 reboots, the Dell 7537 is back to work!

My Nickname · Answer

Same issue since today on my Dell 7537, Windows 10. I assume more people will run into the issue to find a solution that works.

My Nickname · Answer

I've been in the software business too long to believe in self-healing software, but the new versions work. Win10: 3.12.1 Win11: 3.11.4.29 I am sorry for the inconvenience. Please close my case.

Darkstripe15 · Answer

Had the same issue and many of the above options did not work, including the uninstall included with the Support Assistant product. What finally did work:

Go to Control Panel - "Uninstall a Program"

Find the Dell products (sort by Publisher)

Uninstall everything related to SupportAssistant; there are several programs.

Reinstall SupportAssistant.

Hope this is helpful.

pwcrickman · Answer

I also have been having trouble with the SupportAssist app since August 12th. The Driver Updates section always reports busy, but the others all run to completion. I have all the prerequisites listed in the many other posts even though .NET 5 is out of support. I shouldn't have to reinstall this app just to make it work every month.

After trying to run the Dell Update app, it mentioned that the Dell Client Management Service was not running. After starting that service and reopening the SupportAssist app, the Drivers and Update section ran to completion.

Fuzzball369 · Answer

Click on the start menu and scroll up to Dell Updates. install Dell Updates. That should clear up your problem with Support Assistant

SupportAssist for PCs

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