SupportAssist: we ran into an unexpected issue, restart your PC and try again later.

Same here I've been having a really hard time. SupportAssist not running on top of the fact that for 3-4 months now my laptop has been shutting down constantly since updating Bios. There are no thermal events, no crashes, no memory issues.

I've reinstalled everything again from Windows to the drivers themselves. I found out it has something to do with the battery driver/power profiles and how the laptop manages them. I can use my laptop without fear of it shutting down while on battery, the moment it's plugged in it becomes a random time bomb for when the next shut down is going to happen. You just suddenly hear the fans rev up, then shortly after, "Windows is shutting down" as if someone pressed the power button.

I've even monitored temperatures/voltages during the Shutdown phase, and everything is fine. Tried out 4-5 Windows Support Agents that I gave Remote Access to. Each was sure they solved the problem, but it just won't stop. I'm hoping that someone specialized from Dell can help as this is very frustrating. 90% of the time I have to use my laptop on battery only.

My laptop model is Latitude 5570

Hi LetsFindOut,

Thanks for posting.  Apologies that your system is not performing as expected.

Have you been able to successfully remove all instances of SupportAssist from your computer?  You may need to use a Third party program uninstaller to assist.  Some users have reported up to 3 instances of SA running on their machines.  Please try that, run the F12 at boot up diagnostics and post back. 

Hello. I have managed to uninstall it with a third party app and reinstall.  It downloaded 2 drivers for the Graphics card and memory card reader. 

-I'm still experiencing random shutdowns. They are even increased by events such as uninstalling SupportAssist, Windows background updates. But not during heavy use(full load) with any other apps.

It is possible that your Operating System has become corrupted.  Please back up your data, and try reinstalling the Operating system using the media you created when you set your computer up for the first time.  If you are unable to locate that media you can re-create it from this Microsoft article:  Create a recovery drive.

If you still require assistance and the system is under warranty, you may contact me privately. Be sure to include your personal information (name, address, telephone, email) and your computer's service tag number in your message. Thanks.

If there is no warranty, then you could contact our Out of Warranty team to get a quote for a paid service request. 

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@Dell-FA wrote:
Hello Dell team. I've tried today to open SA but before loading it says it is downloading an update and after that it says: we ran into an unexpected issue, restart your PC and try again later. SA Version: 3.2.2 Hardware: Dell G5 Thanks in advance for help

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Hi @Dell-FA ,

What is your OS?

I had the same problem on my 32 bit W10 Pro machines, on my 64 bit W10 Pro PC SA functions without a problem.

Restarting your PC won't harm but it does not solve the problem either.

The following did help for me:

1) Uninstall SA (via All settings\Apps).

2) Go to the Dell Support site and have it detect your PC, it will find that the required SA is not installed.

3) Follow the steps to install SA.

4) When done, it still won't launch via the Start menu so you have to create a special shortcut on your desktop.

5) Create a new shortcut on you desktop with the following location: 

Note: The shortcut is a cmd screen symbol, you may change it's name via properties to SupportAssist.

6) Double click the shortcut and a cmd screen will appear which remains black but it then launches SA properly.

Note: When it has been launched you may close the cmd screen but it will also close when you close SA.

The SA version will now be 3.2.2.119 (3.2.2 on the initialization screen).

Note: The 32 bit launch problem exists for quite some time, this update problem is new.

Hope this helps, please let me know.

Kind Regards,

CoS2

Just do the following steps I did:

Download and install Iobit Uninstaller

Use it on SupportAssist

Restart Laptop

Try to install SupportAssist - It will probably fail or close at one point

When this happens wait for 30~ sec then use CTR + ALT + Del, you should see it's process(s) kill it/them.

Run Support Assist from Start bar :)

Pro tip: Uninstall Iobit after you are done with it, it get's annoying.

Hello, I just found out I\m getting the ASF2 issue in Bios, seems it\s a Dell thing? How can I get this fixed asap as I\m loosing business because of this.

I think I might have fixed this issue by downgrading my bios to the corresponding version of my model from here:

https://www.dell.com/support/article/us/en/19/sln308587/microprocessor-side-channel-vulnerabilities-cve-2017-5715-cve-2017-5753-cve-2017-5754-impact-on-dell-products?lang=en#affected_products

I see you guys just added a fresh Bios update, today 10th of June 2019 for Lattitude e5570. This new update was also manifesting the same shutdown event. 

Currently still stable after downgrading Bios from the link Above, will update this message if anything changes.

SupportAssist - Dell G15 5510
Software updates failed: What happened: We can't continue with this action until your PC restarts. Restart, then try again.
System activity history: Check for software updates (Manual) – No updates available – Error – [date]
Support for Dell G15 5510 (www.dell.com/support)
Driver detection not available.
Actions taken:
In Task Manager checked that SupportAssistAgent and DellClientManagementService are running.
Uninstalled and reinstalled Dell SupportAssist.
Problem not solved.
However, Dell Update (Dell Update Windows Universal Application) does check for updates – no problem.