urprobablyright
2 Bronze

alienware 17 r4 | SupportAssist freezing instantly

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I've searched all kinds of forums for answers to this without any success.

When I open SupportAssist, it instantly freezes. Sometimes it is alive long enough to display the various icons you'd expect, but more often than not it doesn't even get that far. All I see are the four squares that indicate it is 'thinking'.

I get prompts from the computer to use it, i click on them, it freezes.

I try to run diagnostics using this website, they always fail, 'please try again', no further information, no suggestions on how i might fix it. What's causing it? The laptop is pretty new but it's also a bit dissapointing, sometimes when i leave it alone the sound becomes muffled and low until i restart. One of the reasons I would like supportassist to be working~~~

Help?

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ThomasAAT
3 Zinc

Re: alienware 17 r4 | SupportAssist freezing instantly

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SupportAssist stopped working on my Alienware 17 R3 after the latest update, same as your description. I suspect it was caused by the SupportAssist Update Plugin (microsoft store installed a smaler version off support assist without my permission). I uninstalled SupportAssist and the MS store version, then manually reinstalled using the SupportAssist Installer from the link below. It works fine now.

http://www.dell.com/support/contents/no/no/nobsdt1/article/product-support/self-support-knowledgebas...

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6 Replies
ThomasAAT
3 Zinc

Re: alienware 17 r4 | SupportAssist freezing instantly

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SupportAssist stopped working on my Alienware 17 R3 after the latest update, same as your description. I suspect it was caused by the SupportAssist Update Plugin (microsoft store installed a smaler version off support assist without my permission). I uninstalled SupportAssist and the MS store version, then manually reinstalled using the SupportAssist Installer from the link below. It works fine now.

http://www.dell.com/support/contents/no/no/nobsdt1/article/product-support/self-support-knowledgebas...

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urprobablyright
2 Bronze

Re: alienware 17 r4 | SupportAssist freezing instantly

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i'm sorry for not replying sooner, i got no email altering me to ur answer!

i'm trying to do that now but i can't actually find 'alienware supportassist' in the 'add/remove program' list! won't give up.

EDIT: As you no doubt know it is 'Dell SupportAssist', all is well and I'm using your link.

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NotoriousART
2 Bronze

Re: alienware 17 r4 | SupportAssist freezing instantly

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i used the link from this post to reinstall:

 

https://www.dell.com/community/Alienware-Laptops/SupportAssist-and-DellSupportAssit-not-working/td-p...

 

arsays.in
arsays.in
Copper
 
Re: SupportAssist and DellSupportAssit not working
 

Uninstall and reinstall should fix it 

After uninstall, restart system and try downloading it from the below link

http://downloads.dell.com/serviceability/Catalog/SupportAssistInstaller.exe

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DamperClicks
2 Bronze

Re: alienware 17 r4 | SupportAssist freezing instantly

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In the folder C:\Program Files\Dell\SupportAssistAgent\bin\Resources\

rename New-Dell-Logo-White-Small.png

to New-Dell-Logo-White.png

(just remove the -Small from the end of the file name)

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Mary G
7 Thorium

Re: alienware 17 r4 | SupportAssist freezing instantly

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Uninstall it. Reboot and either leave it uninstalled or reinstall it. You can always install it again when you need to by going to Drivers and Downloads and allowing a scan of your computer. That will reinstall it.

DocBadwrench
2 Bronze

Re: alienware 17 r4 | SupportAssist freezing instantly

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My XPS 8910 is doing the same thing. I uninstalled SupportAssist, rebooted. Reinstalled and the same exact thing happened.