SA, 3.1.30.0, 3.1.0.142, not working

Addition 1: When I look for System configuration data, I refresh it as the data shown may be data having been stored earlier.

Thanks for the post, I haven’t used the dellemc site. Ideally the SA versions for MS Store and Dell web-site should be the same. There is a reason why MS Store shows a different version but don’t know off the top of my head, either way the same version number will display in the control panel.

When I have issues with upgrades or installations I’ll go back to a clean install. The basic clean install would consist of:

• Uninstall SupportAssist from the Control Panel.
• I would then remove PCDr folder. C:\ProgramData\PCDr (PCDr handles the HW Scan functionality)
• Remove C:\ProgramData\SupportAssist
• Remove C:\Program Files\Dell\SupportAssistAgent, sometimes you’ll need to reboot to remove this folder as it may be tied up.
• Then I install from the web-site
• https://www.dell.com/support/contents/us/en/04/article/product-support/self-support-knowledgebase/software-and-downloads/SupportAssist
• Or direct exe, download and right click and run as administrator
• https://downloads.dell.com/serviceability/catalog/SupportAssistInstaller.exe

Under Control Panel, the initial install will show about 10 MB, in the end after a successful install for version 3.1.0.142 should be 149 MB, could be higher.

We’ve also used the Use Microsoft tool to uninstall as well if having issues - https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed-or-removed

Services used and All should be running are:

Dell Data Vault Collector

Dell Data Vault Processor

Dell Data Vault Service API

Dell Hardware Support

Dell SupportAssist

If the following doesn’t work then something else may be going on and would need to view the Event Logs and SupportAssist logs but it may be best to contact support so they can remote into the system.

C:\ProgramData\SupportAssist\Client\Agent\logs\ApplicationLogs

If would be helpful to also have the event logs to view the errors on install

Event logs are available at –

Open Event Viewer -

Windows Logs - Application

Event Source = msiinstaller and SupportAssistAgent 

Hi Joe B,

Thanks for your elaborated advice.
I tried all possibilities, unfortunately none of them helped: when I launch the program the blue window with the SupportAssist wrench very shortly shows.
Note: Installing SupportAssist via the Dell EMC site -when it finds that I need to install it- is no longer possible as it blocks the tic mark (red stop sign) that I have read and agree to all terms and conditions. There are however notable differences between the Microsoft Store installation and your Dell links.

Additionally the Windows System log shows an interesting event each time I launch the service.

When Dell SupportAssist for PCs is installed from the Microsoft Store:
- its installed size is 51.0 MB (Settings\Apps & Features);
- the 5 services you mentioned are not available;
- the 3 folders/files you mentioned are not present;
- it is not found by the Microsoft tool to install/uninstall.
This may explain the difference in installed size for the different sources.

When Dell SupportAssist is installed from either of the Dell sources after the version from the Microsoft Store has been removed:
- its installed size is 146 MB for Dell SupportAssist and also 16.0KB for an additional SupportAssist Dell Inc app;
- the 5 services you mentioned are available and running;
- the 3 folders/files you mentioned are present;
- it is found by the Microsoft tool to address install/uninstall problems.

Each time I launch the service it generates a DistributedCOM error with event ID 10010 as shown below:
Note: I deleted my Security UserID from this listing.

Log Name: System
Source: Microsoft-Windows-DistributedCOM
Date: 13-2-2019 17:05:19
Event ID: 10010
Task Category: None
Level: Error
Keywords: Classic
User: OPTIPLEX-960-SF\Gebruiker
Computer: Optiplex-960-SFF
Description:
The server DellInc.DellSupportAssistforPCs_3.1.30.0_x86__htrsf667h5kn2!App did not register with DCOM within the required timeout.
Event Xml:
http://schemas.microsoft.com/win/2004/08/events/event">


10010
0
2
0
0
0x8080000000000000

6897


System
Optiplex-960-SFF



DellInc.DellSupportAssistforPCs_3.1.30.0_x86__htrsf667h5kn2!App

I also have the SupportAssist log available but can't include it in this posting because the total will exceed 20,000 characters.

Does this help?

Note: Before started this posting, I contacted Dell Support and gave them my service tag # but they said they could not support my system.

That is a bit strange because SupportAssist supports Optiplex PCs with Windows 10.

Thank you again,

Kind Regards,

CoS2

I'm not familiar with the DistributedCOM error

Could you try to open a cmd prompt as Administrator, navigate to the appropriate SupportAssist install path bin folder (example: “C:\Program Files\Dell\SupportAssistAgent\bin”)

type

cd\

cd C:\Program Files\Dell\SupportAssistAgent\bin

and execute command “SupportAssistUI.exe Launch”, no quotes

Did you look in Event Viewer with these event source

Open Event Viewer -

Windows Logs - Application

Filter on Event Source = msiinstaller and SupportAssistAgent

Are there any error messages in the logs

C:\ProgramData\SupportAssist\Client\Agent\logs\ApplicationLogs

Search for ERROR, call caps

Hi Joe B,

Thanks for your rapid response.

Unfortunately I will not be at home tomorrow and need tonight to prepare for that so I can't gather all data right now.

But you hit the nail on the head using the cmd prompt to start SupportAssist, that does the job!

But it only works using the cmd prompt, when I launch it directly from the File Explorer (even as Administrator), as I have tried many times before, it does not work.

Anyway, it looks promising.

I will upload the other data on Friday when I am back.

Kind Regards,

CoS2

Hi Joe B,

Just uploaded the requested data, answered your private mail and included my findings (for what they are worth..).

Seems there is a relation between 2 interesting items in the Windows System Log and the SupportAssist Log.

If you need more information, please let me know.

Regards,

CoS2

Hi Joe B,

For some reason my reply is blocked (Access denied). It looks as though there is something in the message that causes it.

So I made a screenshot.

Regards,

CoS2

"Test Reply"

Hi Chris M. and jbilinski,

Here is the second attempt, the 3 paths are shown in the attached message.

Earlier I had already put them between brackets but that did not help.

Hope it helps

Kind regards,

CoS2

Note: this seems to work: Autosaved at 11:56 AM.

Original (modified) message:

Hi Joe B,

Following the successful launch of SupportAssist by using the cmd prompt and entering the commands you provided, I was wondering whether I could devise a single shortcut to accomplish the same.

After some searching on the internet (see ref. below), I created a new shortcut "SupportAssist" on my desktop and gave it the following target: see screenshot "Path 1".

That shortcut properly launches the application. When the application is closed, the command window closes as well.

I also changed the icon (cmd screen) on my desktop via properties, Change Icon, Browse to see screenshot "Path 2" and opening the Dell_SupportAssistAgent icon.

So for the time being this seems to be a satisfactory solution.

Hope this is of some help.

Kind Regards,

CoS2

Ref.: see screenshot "Path 3".

Hi Chris M. and jbilinski,

Received your "test reply". Will try to send my original blocked message again below. This part of the message has been autosaved.

Original message:

Sorry, don't know why but as soon as I copy it in this posting the green "Autosaved at …" is replaced by the red "Sorry, unable to complete the action you requested.", see the photo below.

It looks as though it has something to do with the paths shown in the message, so I will change the message to include paths 1, 2 and 3 and attach these in another screenshot.

Hi Chris M. and jbilinski,

Correction:

For:

Here is the second attempt, the 3 paths are shown in the attached message.

Please read:

Here is the second attempt, the 3 paths are shown in the attached Notepad screenshot.

Please note that the last line of the original message is on the RH-topside of the screenshot.

Thank you,

CoS2

Position of the last line of the original message is now under the screenshot......

Hi Joe B,

Please find below screenshot (11) which belongs to my most recent private mail answer (#9).

Kind Regards,

CoS2

For my latest findings and temporary fix, see my posting subject "Dell Support site does not detect PC".