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Badea Cristian

4 Posts

17267

February 2nd, 2022 22:00

Unable to install Dell Support Assist

Hello,

I have a Dell Precision 5540 and i can not install Dell Support Assist.

Every time when i try to install it i receive at the end after downloading step an error attached.

Any ideea how to solve it?Error Dell.PNG

5 people also have this problem

Badea Cristian

4 Posts

February 9th, 2022 06:00

Support recommended me to install the Dell Precision Optimizer. Using it SupportAssist installed correctly.

lmacri

3 Apprentice

 • 

1.1K Posts

February 8th, 2022 05:00

Hi Badea Cristian:

What is the Windows operating system of your Precision 5540? If you have a Win 10 or Win 11 OS let us know the version and build shown at Settings | System | About | Windows Specifications [or open a Run dialog box (press the Windows + R keys) and enter winver].

I searched this forum board for "lost internet connection" and found a 21-Feb-2019 post in SupportAssist Failure from Moderator @jbilinski who noted that this error can sometimes occur during SupportAssist installs if Dell allows the digital certificate of the software to expire.

I don't know if your problem is caused by the same issue, but I downloaded a fresh copy of SupportAssistInstaller.exe from the SupportAssist for Home PCs download page today and when I checked the certificate details from the Properties of this .exe file (Digital Signatures | Details | View Certificate) it showed the digital certificate expired on 23-Jan-2022.

Dell SupportAssistInstaller_exe Digital Signature Expired Downloaded 08 Feb 2022.png

HonkDory's 11-Jul-2018 post in Support Assist Installation Fails: Certificate Validation said that when they saw this "lost internet connection" message on their XPS 9560 that there was a corresponding event logged in their Windows 10 Event Viewer stating "SupportAssistCertificateValidationFailed - 7 : Certificate validation failed for SupportAssist". If you check your Event Viewer you might also be able to find an event logged at the same time as your failed SupportAssist installation that will provide more information about the underlying cause of the error message.
-----------
64-bit Win 10 Pro v21H2 build 19044.1466 * Firefox v96.0.3 * Microsoft Defender v4.18.2111.5-1.1.18900.2 * Malwarebytes Premium v4.5.2.157-1.0.1562 * Dell SupportAssist v3.10.4.18 * * Dell Update for Win 10 Universal v4.4.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620


jbilinski

5 Practitioner

 • 

146 Posts

February 8th, 2022 06:00

Badea - Not having any info about the system, you could have some old files hanging around.  Could you try running making sure SupportAssist is uninstalled in the control panel then verify SupportAssist is removed via the MSTOOL, try these steps

MSTOOL

  1. Download the MSFix tool from here https://support.microsoft.com/en-us/help/17588/windows-fix-problems-that-block-programs-being-installed-or-removed
  2. Run the tool, click Next and then select Uninstall
  3. After that, delete the following if still exists C:\ProgramData\SupportAssist
  4. Then run the exe again as admin, right click run as admin

 

Badea Cristian

4 Posts

February 8th, 2022 22:00

I check already the logs but when installer starts i have only the following msg:

Process started with admin rights added to token.
 
 Command Line: "C:\Users\badea.c\OneDrive - Procter and Gamble\Desktop\SupportAssistInstaller.exe" 
 Process Id: 17168
 Parent Process Id: 18768
 Workstyle: Local Administrators
 Application Group: Match UACexe
 Reason: 
  
    File Name: c:\users\badea.c\onedrive - procter and gamble\desktop\supportassistinstaller.exe Hash: 97E6B7A0559E69B5923AF05410B78DD7D33B4BE5 Certificate: Dell Inc Description: SupportAssist Installer Application Type: exe Product Name: SupportAssist Product Code: 
   
     Upgrade Code: 
    
      Product Version: 1.0.0.0 File Version: 1.0.0.0 Application Group Description: 
     
       Workstyle Description: Workstyle for Local Administrators who require full permissions Token Assignment Id: b85748d1-22a7-498a-abf1-2aeee34e8e52 Token Assignment Is Shell: false Token Id: f30a3824-27af-4d69-9125-c78e44764ac1 Message Id: 
      
        Token: Add Admin Rights Token Description: 
       
         Message Name: 
        
          Message Description: 
         
           Unique Process ID: f1cf7c56-d09f-47a6-9d73-4a2c1e66601c Workstyle ID: 47c5bc6f-7b5e-4e0e-9517-b73abf276369 Application Group ID: 69395fa8-b5d5-4114-a506-82c04b1847c9 User SID: S-1-5-21-1519610826-2052946077-879972363-209705 User Name: badea.c User Domain SID: 
          
            User Domain Name: 
           
             User Domain Name NetBIOS: EU Host SID: 
            
              Host Name: 5WFG3X2-W10 Host Name NetBIOS: 5WFG3X2-W10 Host Domain SID: S-1-5-21-438112945-135738814-945835055 Host Domain Name: clients.pg.com Host Domain Name NetBIOS: CLIENTS Event ID: 27047639-D7DF-445F-8A1F-C3FAF3858A65 Process Start Time: 132888605045778752 Process End Time: 0 Event Time: 132888605045778752 Authorizing User SID: 
             
               Authorizing User Name: 
              
                Authorizing User Domain SID: 
               
                 Authorizing User Domain Name: 
                
                  Authorizing User Domain Name NetBios: 
                 
                   Client IPV4: 
                  
                    Client Name: 
                   
                     UAC Triggered: true File Owner SID: S-1-5-21-1519610826-2052946077-879972363-209705 File Owner Name: badea.c File Owner Domain SID: 
                    
                      File Owner Domain Name: 
                     
                       File Owner Domain Name NetBIOS: EU Parent Process Unique ID: f8986486-85d7-477d-b58b-0fac8b09e2ae Parent Process File Name: c:\windows\explorer.exe COM CLSID: 
                      
                        COM AppID: 
                       
                         COM Display Name: 
                        
                          Source URL: https://downloads.dell.com/serviceability/catalog/SupportAssistInstaller.exe Authorization Challenge: 
                         
                           Windows Store App Name: 
                          
                            Windows Store App Publisher: 
                           
                             Windows Store App Version: 
                            
                              Drive Type: Fixed Disk Challenge Response Status: 
                             
                               PowerShell Command: 
                              
                                Application Workstyle Description: Match UACexe Application Workstyle Id: 7dda001e-7d72-43ee-af7d-260ef9da5fae Message Type: 
                               
                                 IE Zone Tag: Internet MD5: 7DE172E79B512C99BE435E757802714A Host Local SID: S-1-5-21-1179059319-2451208383-1382375892 Trusted Application Name: 
                                
                                  Trusted Application Version: 
                                 
                                   Uninstall Action: 
                                  
                                    Rule Script File Name: 
                                   
                                     Rule Script Name: 
                                    
                                      Rule Script Version: 
                                     
                                       Rule Script Publisher: 
                                      
                                        Rule Script Rule Affected: false Rule Script Result: 
                                       
                                         Rule Script Output: 
                                        
                                          Rule Script Status: 
                                         
                                           Auth Methods: 
                                          
                                            IdP Authentication User Name: 
                                           
                                             Process started with admin rights added to token. Command Line: .\SupportAssistInstaller.exe Process Id: 16816 Parent Process Id: 17168 Workstyle: Local Administrators Application Group: Match UACexe Reason: 
                                            
                                              File Name: c:\users\badea.c\appdata\local\temp\1\7zs0137d586\supportassistinstaller.exe Hash: 5A83236B5E39B83442454464667D75E013C3D5F0 Certificate: Dell Inc Description: SupportAssistInstaller Application Type: exe Product Name: SupportAssistInstaller Product Code: 
                                             
                                               Upgrade Code: 
                                              
                                                Product Version: 3.10.4.18 File Version: 3.10.4.18 Application Group Description: 
                                               
                                                 Workstyle Description: Workstyle for Local Administrators who require full permissions Token Assignment Id: b85748d1-22a7-498a-abf1-2aeee34e8e52 Token Assignment Is Shell: false Token Id: f30a3824-27af-4d69-9125-c78e44764ac1 Message Id: 
                                                
                                                  Token: Add Admin Rights Token Description: 
                                                 
                                                   Message Name: 
                                                  
                                                    Message Description: 
                                                   
                                                     Unique Process ID: e0e81a11-27af-4e7f-afb5-09e86a588959 Workstyle ID: 47c5bc6f-7b5e-4e0e-9517-b73abf276369 Application Group ID: 69395fa8-b5d5-4114-a506-82c04b1847c9 User SID: S-1-5-21-1519610826-2052946077-879972363-209705 User Name: badea.c User Domain SID: 
                                                    
                                                      User Domain Name: 
                                                     
                                                       User Domain Name NetBIOS: EU Host SID: 
                                                      
                                                        Host Name: 5WFG3X2-W10 Host Name NetBIOS: 5WFG3X2-W10 Host Domain SID: S-1-5-21-438112945-135738814-945835055 Host Domain Name: clients.pg.com Host Domain Name NetBIOS: CLIENTS Event ID: E46FD9A3-B198-478A-97FE-9DBA37CE53AF Process Start Time: 132888605048169660 Process End Time: 0 Event Time: 132888605048169660 Authorizing User SID: 
                                                       
                                                         Authorizing User Name: 
                                                        
                                                          Authorizing User Domain SID: 
                                                         
                                                           Authorizing User Domain Name: 
                                                          
                                                            Authorizing User Domain Name NetBios: 
                                                           
                                                             Client IPV4: 
                                                            
                                                              Client Name: 
                                                             
                                                               UAC Triggered: false File Owner SID: S-1-5-32-544 File Owner Name: Administrators File Owner Domain SID: S-1-5-32 File Owner Domain Name: BUILTIN File Owner Domain Name NetBIOS: BUILTIN Parent Process Unique ID: f1cf7c56-d09f-47a6-9d73-4a2c1e66601c Parent Process File Name: c:\users\badea.c\onedrive - procter and gamble\desktop\supportassistinstaller.exe COM CLSID: 
                                                              
                                                                COM AppID: 
                                                               
                                                                 COM Display Name: 
                                                                
                                                                  Source URL: 
                                                                 
                                                                   Authorization Challenge: 
                                                                  
                                                                    Windows Store App Name: 
                                                                   
                                                                     Windows Store App Publisher: 
                                                                    
                                                                      Windows Store App Version: 
                                                                     
                                                                       Drive Type: Fixed Disk Challenge Response Status: 
                                                                      
                                                                        PowerShell Command: 
                                                                       
                                                                         Application Workstyle Description: Match UACexe Application Workstyle Id: 7dda001e-7d72-43ee-af7d-260ef9da5fae Message Type: 
                                                                        
                                                                          IE Zone Tag: 
                                                                         
                                                                           MD5: E56B7F2AA4CD9E01613DE96A1035DA9F Host Local SID: S-1-5-21-1179059319-2451208383-1382375892 Trusted Application Name: 
                                                                          
                                                                            Trusted Application Version: 
                                                                           
                                                                             Uninstall Action: 
                                                                            
                                                                              Rule Script File Name: 
                                                                             
                                                                               Rule Script Name: 
                                                                              
                                                                                Rule Script Version: 
                                                                               
                                                                                 Rule Script Publisher: 
                                                                                
                                                                                  Rule Script Rule Affected: false Rule Script Result: 
                                                                                 
                                                                                   Rule Script Output: 
                                                                                  
                                                                                    Rule Script Status: 
                                                                                   
                                                                                     Auth Methods: 
                                                                                    
                                                                                      IdP Authentication User Name:

Badea Cristian

4 Posts

February 8th, 2022 22:00

Already try this and not working.

jbilinski

5 Practitioner

 • 

146 Posts

February 9th, 2022 06:00

Are there any errors in the Event Viewer logs?

In Eventviewer - Look for eventsources = msiinstaller and SupportAssistAgent then share respective error messages or event logs for review

If uninstalled and\or MSTOOLS also showed no SupportAssist, could you tell me if any of the highlighted services are still on the machine?  If so they would need to be removed.

jbilinski_0-1644416661278.jpeg

You could also try the offline installer if you are comfortable using CMD line and send me the msi or msp log if it fails.

Try the offline installer and gather logs from the installation?  For example the msi\msp logs. 

create folder C:\SA_INSTALL

1              Download SupportAssistx64-3.10.4.18.msi from (https://dl.dell.com/serviceability/catalog/SupportAssistx64-3.10.4.18.msi) to customer machine

  1. Download SupportAssistx64-3.10.4.18.msp from (https://dl.dell.com/serviceability/catalog/SupportAssistx64-3.10.4.18.msp) to customer machine 
  2. Open a CMD Prompt as Administrator
  3. Execute command - msiexec /i /qb /l*v
  4. Ex: If you download the MSI file to C:\SA_INSTALL folder commands for installation will be as below
  5. msiexec /i C:\SA_INSTALL\SupportAssistx64-3.10.4.18.msi /qb /l*v c:\SA_INSTALL\msilog.txt
  6. Wait a few minutes to ensure SupportAssist is installed and appearing in Control Panel\Programs\Programs and Features, notice the size will be ~ 10MB to ~20MB.
  7. Execute command - msiexec /p    /qb /l*v
  8. Ex: If you download the MSP file to C:\SA_INSTALL folder commands for installation will be as below
  9. msiexec /p C:\SA_INSTALL\SupportAssistx64-3.10.4.18.msp /qb /l*v c:\SA_INSTALL\msplog.txt
  10.  Wait for the installer to install all the services. Ensure all the services are running & SA Agent service is running

Cmd line Example: Can cut and paste into cmd line if files are saved to the folder created.

MSI

msiexec /i C:\SA_INSTALL\SupportAssistx64-3.10.4.18.msi /qb /l*v c:\SA_INSTALL\msilog.txt

MSP

msiexec /p C:\SA_INSTALL\SupportAssistx64-3.10.4.18.msp /qb /l*v c:\SA_INSTALL\msplog.txt

 

DELL-Cares

Moderator

 • 

25K Posts

February 9th, 2022 07:00

Thank you for sharing the update with us.

Do get back to us at your convenience so that we can help you further.

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