I tried this solution yesterday, and it worked. I previously had Malwarebytes installed and removed it, so I reinstalled it on the off chance that the uninstallation left some remnant behind, and added the two exceptions. When I ran the hardware check, it worked.
That was yesterday. Tried running it again today, and got the familiar failure to detect my hardware. I checked Malwarebytes and the two exceptions are still there. I shut down Malwarebytes and, for good measure, disabled Norton 360 and tried again. Still doesn't work. There's obviously more at work here.
Frankly, I liked it better in the old days, when it was called variously PC Checkup or Dell Support Center.
What is the make/model of your Dell computer, your operating system (if Win 10 include the version and build - see the TechSmith article How to Check Windows 10 Build), and the name and version of your antivirus program? Do you have any security software that loads automatically at Windows startup and runs in real-time protection mode? Are you using the latest Dell SupportAssist v3.9.1.245 [check at Option (gear icon) | About SupportAssist)?
Since you don't use Malwarebytes, have you created scan exclusions for both these Dell SupportAsssit folder in your antivirus software? If you require assistance let us know what antivirus you and use we might be able to provide instructions.
... Tried running it again today, and got the familiar failure to detect my hardware. I checked Malwarebytes and the two exceptions are still there. I shut down Malwarebytes and, for good measure, disabled Norton 360 and tried again. Still doesn't work...
Hi Terry Morse:
What is the make/model of your Dell computer and your operating system (if Win 10 include the version and build - see the TechSmith article How to Check Windows 10 Build). Have you installed the latest updates for Malwarebytes (v4.4.0.117 with component package 1.0.1318) and Norton 360 (v22.21.5.44) that were released this week? Do you have the latest Dell SupportAssist v3.9.1.245 [check at Options (gear icon) | About SupportAssist] and are scans currently configured to run automatically in the background at Options (gear icon) | Settings | Automate Scans and Optimizations | Scan Your System and Drivers? Have you disabled the Privacy settings at Options (gear icon) | Settings | Privacy | I Authorize Dell to Collect my Service Tag and System Usage Details Mentioned Above?
You posted last year in How Much RAM is Too Much for an Older Vostro 1320? that you had a Vostro 1320 purchased in 2009 with limited RAM and were having issues running Win 10 v2004 on this machine. You also noted that you had upgraded your hard drive with a new SSD. The Vostro 1320 is classified an a legacy Dell product and the support page <here> for the Vostro 1320 notes that "Windows 10 is not supported on this product". Assuming you haven't purchased a new Dell computer since then, I wonder if Dell SupportAssist is having issues running a hardware scan because of a lack of free RAM, an old chipset and/or BIOS, or because your current hardware components no longer match the original components for your Service Tag (Dell unique identifier).
If you have a Win 8.x or Win 10 OS have you confirmed that the Fast Startup power option in disabled? Note that in some cases (e.g., after a Win 10 version upgrade) this feature can sometimes re-enable itself.
Have you created scan exclusions for the following folders in Norton 360 as well as Malwarebytes? See the Norton support article Exclude Files and Folders from Norton Auto-Protect, SONAR, and Download Intelligence Scans and be sure to exclude those folders from bothItems to Exclude from Scans and Items to Exclude from Auto-Protect, Script Control, SONAR and Download Intelligence Detection. Temporarily disabling your Norton Firewall and Auto-Protect (e.g., from the system tray icon) doesn't shut down every layer of protection as long as Norton services are still running in the background.
You should also confirm that Dell SupportAssist executables have full access (i.e., Access = Allow) through your Norton Firewall as instructed in the Norton support article Allow Internet Access for a Blocked Program, just in case Norton doesn't fully trust the current version of these executables.
If none of that helps check to see if Dell SupportAssist has any updates pending on the Home tab under "Get Drivers and Downloads". There have been several users reporting problems with installation of the latest SupportAssist OS Recovery Tools v5.4.1.14954. I would advise that you ignore (uncheck) this optional update if it is offered by Dell SupportAssist (see balji's 09-May-2021 SupportAssist Deleted my Partitions While Installing OS Recovery), but if a SupportAssist OS Recovery Tools update is already trying to run to completion in the background it could be hogging bandwidth and causing your hardware scan to hang. _________________________________
At the end of the day, a clean reinstall of Dell SupportAssist and all its related components as instructed in DELL-Chris M's pinned post SA Uninstall / Reinstall might be required if Dell SupportAssist is behaving oddly and you can't track down the cause. --------- 64-bit Win 10 Pro v20H2 build 19042.985 * Firefox v89.0.0 * Microsoft Defender v4.18.2104.14 * Malwarebytes Premium v4.4.0.117-1.0.1318 * Dell SupportAssist v3.9.1.245 * Dell SupportAssist Remediation v5.4.1.14954 * Dell Update v4.2.0 Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, Toshiba KBG40ZNS256G 256 GB NVMe SSD, Intel UHD Graphics 620
Sorry I noticed only now your message since I did not login here for a long time. No, the problem with Support Assist has nothing to do with Eset antivirus. Now Support Assist wont work at all anymore! From the beginning at Drivers&Downloads coming after a long time "an unexpected error occurred!... Even I uninstalled and reinstalled it again, trying to find even older versions - wont work anymore! And why before was OK?! It seems Dell is not really interested about their products! This is not a real support! Inspiron 3847 Windows 8.1 64 bit. Thanks.
I'm currently experiecing the same problem as SA can't scan my hardware, both from the app and from the official Dell site. I don't have any external program to protect my pc other than Windows Defender, but I did a huge Windows 10 update that was causing a lot of problems. What should I do?
...I'm currently experiecing the same problem as SA can't scan my hardware, both from the app and from the official Dell site. I don't have any external program to protect my pc other than Windows Defender, but I did a huge Windows 10 update that was causing a lot of problems....
Hi Valentina95:
What is your Dell computer model, and what is the current version and OS build of your Windows 10 operating system shown at Settings | System | About | Windows Specifications. Do you recall what "huge" Windows Update was installed, and is there any software other than SupportAssist that isn't working correctly since you installed this problem Windows Update?
What version of SupportAssist is currently installed [check at Options (gear icon) | About as shown below], and have you tried a clean reinstall of SupportAssist and all it's related components (including Dell SupportAssist Remediation and Dell SupportAssist OS Recovery Plugin for Dell Update, if installed) as instructed in DELL-Chris M's SA Uninstall / Reinstall?
Could you explain what worked for you? For example, did you try the solution posted <here> in this thread and add the following folders to the scan exclusions of your antivirus / anti-malware software so that your real-time malware protection would not interfere with SupportAssist hardware scans ?
C:\Program Files\Dell\SARemediation
C:\Program Files\Dell\SupportAssistAgent
You replied to Silentsky's post <here> on page 3 of this thread, and it sounds like Silentsky used AJ_123's 26-Dec-2019 solution in the thread SupportAssist Will NOT Run "Scan Hardware!". AJ_123 reported that that they had to manually restart their Dell Hardware Support service as shown in the image below before "Scan Hardware" would run correctly from the SupportAssist Home tab.
If you also used AJ_123's solution, is the Start Type of your Dell Hardware Support service at Start | Windows Administrative Tools | Services set to the default "Automatic (Delayed)", and does this service start automatically (i.e., Status = "Running") if you check a few minutes after booting up your computer? In Silentsky's case it sounds like their Dell Hardware Support service was actually stopped after boot-up and had to be "started", rather than "restarted". ----------- 64-bit Win 10 Pro v21H1 build 19043.1288 * Firefox v93.0.0 * Microsoft Defender v4.18.2109.6 * Malwarebytes Premium v4.4.9.142-1.0.1486 * Dell SupportAssist v3.10.3.3 * Dell SupportAssist Remediation v5.5.0.16041 * Dell Update for Windows 10 v4.3.0 Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G 256 GB NVMe SSD, Intel UHD Graphics 620
Retired guy 1
2 Posts
0
May 18th, 2021 15:00
I don't have Malwarebyes on my computer! What now?
Terry Morse
1 Rookie
•
41 Posts
0
June 3rd, 2021 23:00
I tried this solution yesterday, and it worked. I previously had Malwarebytes installed and removed it, so I reinstalled it on the off chance that the uninstallation left some remnant behind, and added the two exceptions. When I ran the hardware check, it worked.
That was yesterday. Tried running it again today, and got the familiar failure to detect my hardware. I checked Malwarebytes and the two exceptions are still there. I shut down Malwarebytes and, for good measure, disabled Norton 360 and tried again. Still doesn't work. There's obviously more at work here.
Frankly, I liked it better in the old days, when it was called variously PC Checkup or Dell Support Center.
Terry Morse
lmacri
3 Apprentice
•
1.7K Posts
0
June 4th, 2021 08:00
Hi Retired guy 1:
What is the make/model of your Dell computer, your operating system (if Win 10 include the version and build - see the TechSmith article How to Check Windows 10 Build), and the name and version of your antivirus program? Do you have any security software that loads automatically at Windows startup and runs in real-time protection mode? Are you using the latest Dell SupportAssist v3.9.1.245 [check at Option (gear icon) | About SupportAssist)?
Since you don't use Malwarebytes, have you created scan exclusions for both these Dell SupportAsssit folder in your antivirus software? If you require assistance let us know what antivirus you and use we might be able to provide instructions.
---------
64-bit Win 10 Pro v20H2 build 19042.985 * Firefox v89.0.0 * Microsoft Defender v4.18.2104.14 * Malwarebytes Premium v4.4.0.117-1.0.1318 * Dell SupportAssist v3.9.1.245 * Dell SupportAssist Remediation v5.4.1.14954 * Dell Update v4.2.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, Toshiba KBG40ZNS256G 256 GB NVMe SSD, Intel UHD Graphics 620
lmacri
3 Apprentice
•
1.7K Posts
0
June 4th, 2021 08:00
Hi Terry Morse:
What is the make/model of your Dell computer and your operating system (if Win 10 include the version and build - see the TechSmith article How to Check Windows 10 Build). Have you installed the latest updates for Malwarebytes (v4.4.0.117 with component package 1.0.1318) and Norton 360 (v22.21.5.44) that were released this week? Do you have the latest Dell SupportAssist v3.9.1.245 [check at Options (gear icon) | About SupportAssist] and are scans currently configured to run automatically in the background at Options (gear icon) | Settings | Automate Scans and Optimizations | Scan Your System and Drivers? Have you disabled the Privacy settings at Options (gear icon) | Settings | Privacy | I Authorize Dell to Collect my Service Tag and System Usage Details Mentioned Above?
You posted last year in How Much RAM is Too Much for an Older Vostro 1320? that you had a Vostro 1320 purchased in 2009 with limited RAM and were having issues running Win 10 v2004 on this machine. You also noted that you had upgraded your hard drive with a new SSD. The Vostro 1320 is classified an a legacy Dell product and the support page <here> for the Vostro 1320 notes that "Windows 10 is not supported on this product". Assuming you haven't purchased a new Dell computer since then, I wonder if Dell SupportAssist is having issues running a hardware scan because of a lack of free RAM, an old chipset and/or BIOS, or because your current hardware components no longer match the original components for your Service Tag (Dell unique identifier).
If you have a Win 8.x or Win 10 OS have you confirmed that the Fast Startup power option in disabled? Note that in some cases (e.g., after a Win 10 version upgrade) this feature can sometimes re-enable itself.
Have you created scan exclusions for the following folders in Norton 360 as well as Malwarebytes? See the Norton support article Exclude Files and Folders from Norton Auto-Protect, SONAR, and Download Intelligence Scans and be sure to exclude those folders from both Items to Exclude from Scans and Items to Exclude from Auto-Protect, Script Control, SONAR and Download Intelligence Detection. Temporarily disabling your Norton Firewall and Auto-Protect (e.g., from the system tray icon) doesn't shut down every layer of protection as long as Norton services are still running in the background.
If creating those scan exclusions doesn't fix the problem see if turning off Norton's Exploit Protection as instructed in the Norton support article Set Norton to Protect You From Exploits, Cybercriminals, and Zero-day Attacks helps.
You should also confirm that Dell SupportAssist executables have full access (i.e., Access = Allow) through your Norton Firewall as instructed in the Norton support article Allow Internet Access for a Blocked Program, just in case Norton doesn't fully trust the current version of these executables.
If none of that helps check to see if Dell SupportAssist has any updates pending on the Home tab under "Get Drivers and Downloads". There have been several users reporting problems with installation of the latest SupportAssist OS Recovery Tools v5.4.1.14954. I would advise that you ignore (uncheck) this optional update if it is offered by Dell SupportAssist (see balji's 09-May-2021 SupportAssist Deleted my Partitions While Installing OS Recovery), but if a SupportAssist OS Recovery Tools update is already trying to run to completion in the background it could be hogging bandwidth and causing your hardware scan to hang.
_________________________________
At the end of the day, a clean reinstall of Dell SupportAssist and all its related components as instructed in DELL-Chris M's pinned post SA Uninstall / Reinstall might be required if Dell SupportAssist is behaving oddly and you can't track down the cause.
---------
64-bit Win 10 Pro v20H2 build 19042.985 * Firefox v89.0.0 * Microsoft Defender v4.18.2104.14 * Malwarebytes Premium v4.4.0.117-1.0.1318 * Dell SupportAssist v3.9.1.245 * Dell SupportAssist Remediation v5.4.1.14954 * Dell Update v4.2.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, Toshiba KBG40ZNS256G 256 GB NVMe SSD, Intel UHD Graphics 620
sorincalciu
1 Rookie
•
2 Posts
0
June 14th, 2021 09:00
Sorry I noticed only now your message since I did not login here for a long time. No, the problem with Support Assist has nothing to do with Eset antivirus. Now Support Assist wont work at all anymore! From the beginning at Drivers&Downloads coming after a long time "an unexpected error occurred!... Even I uninstalled and reinstalled it again, trying to find even older versions - wont work anymore! And why before was OK?! It seems Dell is not really interested about their products! This is not a real support! Inspiron 3847 Windows 8.1 64 bit. Thanks.
Valentina95
2 Posts
0
August 22nd, 2021 11:00
Hello!
I'm currently experiecing the same problem as SA can't scan my hardware, both from the app and from the official Dell site. I don't have any external program to protect my pc other than Windows Defender, but I did a huge Windows 10 update that was causing a lot of problems. What should I do?
lmacri
3 Apprentice
•
1.7K Posts
0
August 24th, 2021 19:00
Hi Valentina95:
What is your Dell computer model, and what is the current version and OS build of your Windows 10 operating system shown at Settings | System | About | Windows Specifications. Do you recall what "huge" Windows Update was installed, and is there any software other than SupportAssist that isn't working correctly since you installed this problem Windows Update?
What version of SupportAssist is currently installed [check at Options (gear icon) | About as shown below], and have you tried a clean reinstall of SupportAssist and all it's related components (including Dell SupportAssist Remediation and Dell SupportAssist OS Recovery Plugin for Dell Update, if installed) as instructed in DELL-Chris M's SA Uninstall / Reinstall?
-----------
64-bit Win 10 Pro v21H1 build 19043.1165 * Firefox v91.0.2 * Microsoft Defender v4.18.2107.4 * MB Premium v4.4.4.126-1.0.1413 * Dell SupportAssist v3.10.1.23 * Dell SupportAssist Remediation v5.4.3.15135* Dell Update for Windows 10 v4.3.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, Toshiba KBG40ZNS256G 256 GB NVMe SSD, Intel UHD Graphics 620
Blom
3 Posts
0
October 26th, 2021 04:00
Worked for me too.
lmacri
3 Apprentice
•
1.7K Posts
0
October 26th, 2021 06:00
Hi Blom:
Could you explain what worked for you? For example, did you try the solution posted <here> in this thread and add the following folders to the scan exclusions of your antivirus / anti-malware software so that your real-time malware protection would not interfere with SupportAssist hardware scans ?
You replied to Silentsky's post <here> on page 3 of this thread, and it sounds like Silentsky used AJ_123's 26-Dec-2019 solution in the thread SupportAssist Will NOT Run "Scan Hardware!". AJ_123 reported that that they had to manually restart their Dell Hardware Support service as shown in the image below before "Scan Hardware" would run correctly from the SupportAssist Home tab.
If you also used AJ_123's solution, is the Start Type of your Dell Hardware Support service at Start | Windows Administrative Tools | Services set to the default "Automatic (Delayed)", and does this service start automatically (i.e., Status = "Running") if you check a few minutes after booting up your computer? In Silentsky's case it sounds like their Dell Hardware Support service was actually stopped after boot-up and had to be "started", rather than "restarted".
-----------
64-bit Win 10 Pro v21H1 build 19043.1288 * Firefox v93.0.0 * Microsoft Defender v4.18.2109.6 * Malwarebytes Premium v4.4.9.142-1.0.1486 * Dell SupportAssist v3.10.3.3 * Dell SupportAssist Remediation v5.5.0.16041 * Dell Update for Windows 10 v4.3.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G 256 GB NVMe SSD, Intel UHD Graphics 620