SupportAssist not Installing, tried everything

Does Dell Support even look at these posts?

I'm getting the same issue. I've tried multiple times. My internet connection is NOT lost. I could be watching youtube, netflix, or downloading a huge file while this thing is installing and it always gives this error. Is Dell the one that lost internet connection? Maybe it needs to phone home and it's calling a disconnected number (IP for this case)?

I have the exact same problem. Yesterday I tried opening SupportAssist because I needed to know my service tag, and couldn't find it anywhere. I then checked the installed programs and it was there, including the folders under Program Files\Dell\Support Assist.

So I uninstalled everything, trying downloading the 3 same files you mentioned, same error. I'm in contact with a Dell rep over twitter due to some other issues, so I thought of reaching them out. One of them remotely connected my pc, and tried over several things, and also he couldn't fix it.

Dell can cease to amaze me. How come they publish a version of an application that can cause so many problems. Where's quality assurance on this, for gods sake???

There are two scenarios we've been using to solve this issue, if either one do not apply then it be best to contact Dell Support, each case can be different.  Also these steps are only good for latest release of  v2.2.3.2, if the version is different going forward you would need to grab the correct files from the location below.

https://downloads.dell.com/serviceability/catalog

Scenario 1:

Error message encountered during update:

• Installation cancelled - We encountered an unexpected error while installing SupportAssist. This may be due to a lost internet connection. Check your connection and try again.

Complete the following steps to fix this issue:

1. Press the Windows Logo key + “R”
2. Type %programdata% and press Enter
3. Delete the following folders:
   • PCDr
   • PC-Doctor, Inc
   • SupportAssist
4. Press the Windows Logo key + “R”
5. Type %appdata% and press Enter
6. Delete the “PCDr” Folder
7. Go to the folder “C:\Program Files\Dell\”
8. Delete the following folders:
   • SupportAssistAgent
   • SupportAssist
9. Press the Windows Logo key + “R”
10. Type regedit and press Enter
11. In the Registry Editor Delete the following registry keys:
    • HKEY_LOCAL_MACHINE\SOFTWARE\PC-Doctor
    • HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\PC-Doctor
    • HKEY_LOCAL_MACHINE\SOFTWARE\Dell\SupportAssistAgent
    • HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Dell\SAA
    • HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\Assemblies\C:|Program Files|Dell|SupportAssistAgent|bin|SupportAssistAgent.exe"
12. Ensure .net Framework 4.5+ and IE 11+ are installed. Refer to user guide pre-requisites.
13. Download SupportAssistx64-2.2.3.2.msi
    • https://downloads.dell.com/serviceability/catalog/SupportAssistx64-2.2.3.2.msi
14. Open a CMD Prompt as Administrator
15. Execute command - msiexec /i /qn /l*v
16. Wait a few minutes to ensure SupportAssist is installed and appearing in “Control Panel\Programs\Programs and Features” , notice the size will be ~ 10MB.
17. Download SupportAssistx64-2.2.3.2.msp
    • https://downloads.dell.com/serviceability/catalog/SupportAssistx64-2.2.3.2.msp
18. Execute command - msiexec /p    /qn /l*v
19. Wait for the installer to install DDV services. Ensure all DDV services are running & SA Agent service is running.
    Example screenshot:

Scenario 2:

Error message encountered during installation:

• Installation cancelled - We encountered an unexpected error while installing SupportAssist. This may be due to a lost internet connection. Check your connection and try again.

Troubleshooting steps for Tech Support:

• Open Event Viewer location: Applications > Event source = “msiinstaller” & “SupportAssistAgent”
• Search for the following error:
  • InstallShield 18:51:19: Failed to apply permissions for object 'MACHINE\SOFTWARE\DELL\SupportAssistAgent', error 0x80070002
• Go to path c:\Program Files\Dell\SupportAssistAgent\bin folder path, check if it has “.TMP” files in it. (refer to the following screenshot)
  

• Open Windows Services (search "Services.msc") and verify “Dell SupportAssist” service is running.
  

1. If all above steps are validated with the screenshots & error messages as specified , Please use following workaround steps to fix the “Installation” issue.

Workaround for Tech Support to resolve the issue : [ Refer for more details :  http://www.thewindowsclub.com/activate-windows-super-administrator-account ]

• Delete the folder contents (TMP files) of c:\program files\dell\SupportAssistAgent\bin\
• Delete Partially installed 3 DDV services & SA Agent windows services using command prompt (Run as Admin) 
  

• Open CMD Prompt (Run as Administrator) in the existing customer’s account
• Use command “net user administrator /active: yes”   -> [Enables “Super” Admin privileges]
  

i can't see the screenshots. can you pls fix it? i'm having a hard time following the scenario 2

Could you please make the screenshots visible so I can follow your directions?

MSC

Same here with an Alienware R13 updated to the latest Windows 10 build & updates. 

I also don't see the screenshot, can someone pls share them? 

Thanks!
    Michele

Hi Michele73,

can you please share your Windows version here.

Open Run and type WINVER you will get the windows version request you to share the full Windows version or sharing screenshot would be great.

Thanks

DELL-Nikhil K

Social Media and Community Professional
#iwork4Dell

Hi Michele,

SupportAssist installation issue with Windows 10 - 1083 version 17314 is already known issue due to some Microsoft driver.

We are working with Microsoft team on this and will update you once this issue get fixed from Microsoft side.

Thanks

DELL-Nikhil K

Social Media and Community Professional
#iwork4Dell

Ok, thanks, looking forward to receiving some news... even if the previous version of SupportAssist was working great even on Windows 1083 version 17314... 

Thanks,
   Michele

Sure, it shows as version:

Windows 10 - Version 1803 (OS Build 17134.285). 

Thanks,
     Michele

I am experiencing the same problem. Due to this I cannot update the drivers.

Hi Enduriel,

SupportAssist installation doesn't required manual intervention so no UI interface is required.
Based on screenshots SupportAssist installation already done for you. Can you check the installed size of SupportAssist under program and features.
In case SupportAssist installed size is more than 100MB that means installation is successful and you can use SupportAssist properly.
If you can not able to find SupportAssist shortcut on your system then try below work around steps:

Workaround solutions:
=================

Solution 1:
---------------
1. Open command prompt as administrator and run "cd C:\Program Files\Dell\SupportAssistAgent\bin"
2. Now run "SupportAssistUI.exe launch"

Solution 2:
---------------
1.Ensure Internet explorer browser version is 10 and above. (Internet Explorer > Settings > About Internet Explorer).

2.Delete Internet Explorer Browser Cache then retry launching SupportAssist. (Internet Explorer > Settings > Safety > Delete browsing history).

 3.  Open IE and got to Setting > Internet Option > Security > Internet and set "Security Leve for this Zone" as 'medium high'

4. Open Windows registry (Start > Run > regedit), ensure registry path [HKEY_CURRENT_USER\Software\Microsoft\Internet Explorer\Main\FeatureControl\FEATURE_BROWSER_EMULATION] has value as "SupportAssistUI.exe"=dword: 00002af9 (11001) or (10001)

5.Open “Control Panel\System and Security\Windows Firewall\Allowed apps, ensure “SupportAssist” is in the “Allowed apps list”. If it is not in the list, add it by clicking on “Change Settings” then click on “Allow another app” – point it to the path “C:\Program Files\Dell\SupportAssistAgent\bin\SupportAssistUI.exe”  After adding “SupportAssist” in allowed apps, reboot the system so that firewall changes are reflected.

Thanks
DELL-Nikhil K
Social Media and Community Professional
#iwork4Dell

Hi,

These few steps might help anyone

- If you are at work, turn the proxy off and try installing the support assist

- Or try hotspotting through your phone and install it.