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12843
CLEAN FILES stuck at 0% for hours
Recently discovered SupportAssist - all the tests run fine except for one - Clean Files... If just sits in the following state for hours until I get tired and cancel the whole app... Any ideas on what may be causing it to stick on this? Thanks!
OldExpatLady
2 Posts
0
August 30th, 2018 17:00
I've been having the same problem and haven't found a fix yet. Reinstalled SupportAssist, removed the temp files. Nada.
mike.moser
3 Posts
0
August 30th, 2018 18:00
I feel your pain... Seems like no one reads these...
DELL-Nikhil K
5 Practitioner
5 Practitioner
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206 Posts
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August 30th, 2018 20:00
Hi mike.moser,
I would advise you to get in touch with Dell Technical Support team they can try to debug this issue and in case they will not able to fix they can escalate it to SupportAssist Engineering team with all the required data and accordingly engineering team will help you.
Thanks
DELL-Nikhil K
Social Media and Community Professional
#iwork4Dell
OldExpatLady
2 Posts
0
August 30th, 2018 21:00
Or post it here when a new working version comes out.
order1212
2 Posts
0
September 1st, 2018 12:00
Same problem. Haven't been able to run assist fully in a while because of it even though I need to. Please fix!
rajiv107
1 Message
1
September 6th, 2018 01:00
Resolved!
This happened to me few times, finally I did contact support, after trying the updates one last time.
This time the entire set of updates worked fine and without much wait.
I guess it must be the BIOS update I ran ( upon prompt), when I ran the Support Assist that one last time
Nothing new was done on the support call, just ran a system check to ensure all hardware was fine and then reboot, and run Support assist again... and bingo! all was smooth!
SINGH G
7 Posts
0
March 11th, 2019 00:00
I faced similar problem, file cleaning stucked at 0% for more than 2 hours, closed Dell support Assist.Look for drivers update & updated recommended. Surprisingly it worked smooth next day.
Singh G
KurlAnn
1 Message
0
September 27th, 2019 12:00
I have been having the same problems for weeks now
tom_mai78101
1 Rookie
1 Rookie
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10 Posts
2
October 12th, 2019 14:00
I'm thinking of running SupportAssist in chunks.
I'm manually running the "Get Drivers & Downloads" and "Scan Hardware" with the SupportAssist, and they both work.
Manually running "Clean Files" will stay stuck at 0%.
Manually running "Tune Performance" will also stay stuck at 0%.
Manually running "Optimize Network" will also stay stuck at 0%.
I don't have "Remove Viruses & Malware" feature, so I didn't do any of that.
It really has to do with the process of "Preparing..." stuffs that the SupportAssist is getting stuck at. And I don't know why.
I don't even know if it's possible to run SupportAssist as administrator on Windows 10 at this point.
bradthetechnut
6 Professor
6 Professor
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8.2K Posts
0
December 17th, 2019 11:00
Hi @tom_mai78101,
Sometimes I get late emails for things I didn't even respond to.
You shouldn't have any trouble running Support Assist in Win10. Another suggestion is Google "Dell Command Update."
Jon Thrifty
2 Posts
0
December 24th, 2019 09:00
I have the same problem
Csihaa
1 Message
0
January 4th, 2020 14:00
Exactly the same issue here. Already tried all the suggestions from here and from any related forums..
Has anyone a solution about it?
Thanks!
Madness801
2 Posts
0
January 14th, 2020 12:00
Windows 10 - 1909 - 18363.535
Dell SupportAssist 3.4.0.217
Dell Update - SupportAssist Update Plugin - 4.4.0.9836
Get Drivers & downloads was successfully used to update the laptop.
Scan Hardware was successfully run. No errors detected.
All 3 of the PC Doctor related functions get this error. (Clean files, Tune performance, Optimize network )
2020-01-13 22:47:05,902 [3.4.0.217] [7532 - STP SmartThreadPool Thread #0] INFO Dell.Services.SupportAssist.SupportAssistHandlers.DiagnosticManager.BLChecker - Checking Master switch IsSreEnabled: True
2020-01-13 22:47:05,906 [3.4.0.217] [7532 - STP SmartThreadPool Thread #0] INFO Dell.Services.SupportAssist.SupportAssistHandlers.ScanController.DiagnosticsManager - Current running factory is OptimizeNetworkFactory and Pup fix status is False
2020-01-13 22:47:05,914 [3.4.0.217] [7532 - STP SmartThreadPool Thread #0] INFO Dell.Services.SupportAssist.SupportAssistHandlers.ScanController.DiagnosticsManager - Factory execution started for OptimizeNetworkFactory
2020-01-13 22:47:06,118 [3.4.0.217] [7532 - STP SmartThreadPool Thread #0] INFO Dell.Services.SupportAssist.SupportAssistHandlers.DiagnosticManager.BaseFlowRunner - Running flow started for: LaunchSRE
2020-01-13 22:47:06,142 [3.4.0.217] [7532 - STP SmartThreadPool Thread #0] INFO Dell.Services.SupportAssist.SupportAssistHandlers.DiagnosticManager.LaunchSREFlow - Launching SRE process
2020-01-13 22:47:06,298 [3.4.0.217] [7532 - STP SmartThreadPool Thread #0] INFO Dell.Services.SupportAssist.CommonUtilities.CertificateUtility - Is Executable file from the trusted authority: True for the file: C:\Program Files\Dell\SupportAssistAgent\SRE\SRE.exe
2020-01-13 22:47:06,306 [3.4.0.217] [7532 - STP SmartThreadPool Thread #0] INFO Dell.Services.SupportAssist.CommonUtilities.CertificateUtility - Is Certificate Subject matches: True for the file: C:\Program Files\Dell\SupportAssistAgent\SRE\SRE.exe
2020-01-13 22:47:06,306 [3.4.0.217] [7532 - STP SmartThreadPool Thread #0] INFO Dell.Services.SupportAssist.SupportAssistHandlers.DiagnosticManager.BaseFlowRunner - Launch SRE Started from Path: C:\Program Files\Dell\SupportAssistAgent\SRE\SRE.exe
2020-01-13 22:47:06,310 [3.4.0.217] [7532 - STP SmartThreadPool Thread #0] INFO Dell.Services.SupportAssist.CommonUtilities.ServiceWindowLauncher - ProcessName : C:\Program Files\Dell\SupportAssistAgent\SRE\SRE.exe is getting executed
2020-01-13 22:47:06,362 [3.4.0.217] [7532 - STP SmartThreadPool Thread #0] INFO Dell.Services.SupportAssist.SupportAssistHandlers.DiagnosticManager.BaseFlowRunner - SRE Launched.
2020-01-13 22:47:06,362 [3.4.0.217] [7532 - STP SmartThreadPool Thread #0] INFO Dell.Services.SupportAssist.SupportAssistHandlers.DiagnosticManager.BaseFlowRunner - Running flow finished for: LaunchSRE
2020-01-13 22:47:06,366 [3.4.0.217] [7532 - STP SmartThreadPool Thread #0] INFO Dell.Services.SupportAssist.SupportAssistHandlers.OptimizeNetworkHandler - OptimizeNetwork finished for Message: OptimizeNetwork and Command: Start, LaunchContext: User
2020-01-13 22:47:07,150 [3.4.0.217] [7532 - 17] ERROR SecureSuperWebSocket - Session: 4e3b7a71-7a34-473c-9046-2217e08941c2/127.0.0.1:1721
Unexpected error
Caller: OnBeginInitStream, file path: d:\Kerry\Workshop\SuperSocket\v1.6\SocketEngine\AsyncStreamSocketSession.cs, line number: 252
System.Security.Authentication.AuthenticationException: A call to SSPI failed, see inner exception. ---> System.ComponentModel.Win32Exception: The client and server cannot communicate, because they do not possess a common algorithm
--- End of inner exception stack trace ---
at System.Net.Security.SslState.InternalEndProcessAuthentication(LazyAsyncResult lazyResult)
at System.Net.Security.SslState.EndProcessAuthentication(IAsyncResult result)
at SuperSocket.SocketEngine.AsyncStreamSocketSession.OnBeginInitStream(IAsyncResult result, Boolean connect)
I also see: Excerpt from the SupportAssistAgent.log file:
2020-01-13 21:38:59,216 [3.4.0.217] [6652 - 6] INFO Dell.Services.SupportAssist.BaseUnityConfiguration.DependencyConfiguration - Poodle Solution : Enabling TLS protocol