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Support Assist identifies drivers that are already installed
Hi there,
when I use the Support website, it automatically identifies drivers that have to be installed. Now it identifies two drivers that are already installed, everytime I use it:
- Intel HECI (ME) Driver, Version 11.6.0.1039, A02
- System-BIOS-Alienware 15 R3/Alienware 17 R4, Version SKL1.1.9_KBL1.1.9
Both drivers are already installed correctly. Can you tell me what's up?
best,
Alex
Akshay Chadha
21 Posts
0
November 4th, 2017 21:00
Ditto. i'm getting the exact same issue. Rather annoying with the pop ups showing on screen asking to install the same drivers again & again.
Also, SA keeps asking me to register even when I'm logged in.
Would be grateful of someone could address this issue.
Gwfyarm
3 Posts
0
November 5th, 2017 03:00
I was having this problem. Tech Support asked me to take some steps and send them a screen grab, but in the process I seem to have resolved my problem. Here is what I did:
Start Button
type support assist
run support assist (not Dell support assist, which seems to be a background task?)
click on drivers button (it showed the culprit plus one other as needing updating)
update everything shown
reboot
run support assist again, and click on drivers
my list was now empty. Wait 24 hrs, reboot, and check support assist again - so far the Intel WiFi driver that I was updating daily with the same version seems to have decided that it is finally up to date.
DELL-Nikhil K
5 Practitioner
5 Practitioner
•
206 Posts
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November 5th, 2017 21:00
Hi Akshay Chadha,
Driver issue is known from Dell SupportAssist but this can be fixed from Dell banckend if possible.
can you share below details with me so i can try to resolve your issue.
• SupportAssist UI screenshot where driver is getting populated for update.
• System Service tag
• Current installed BIOS version details with screenshot.
For Registration issue can you perform registration process one more time and share below log file with me.
Go to C:\ProgramData\SupportAssist\Client\Agent\logs and capture ApplicationLogs folder.
Thanks
DELL-Nikhil K
DELL-Nikhil K
5 Practitioner
5 Practitioner
•
206 Posts
0
November 5th, 2017 21:00
Hi acroot,
This is known issue on Dell SupportAssist but this can be fixed from Dell banckend if possible.
can you share below details with me so i can try to resolve your issue.
• SupportAssist UI screenshot where driver is getting populated for update.
• System Service tag
• Current installed BIOS version details with screenshot.
Thanks
DELL-Nikhil K
Akshay Chadha
21 Posts
0
November 5th, 2017 23:00
Hi Nikhil,
Is there an email id I can send these to you at?
acroot
8 Posts
0
November 6th, 2017 04:00
Now that the Bios 1.2.0 is released, the issue with the Intel Driver is gone - and now it's always telling me to update the BIOS to 1.2.0.
Still the same issue. Dell Support, can you help?
acroot
8 Posts
0
November 6th, 2017 04:00
doesn't work. But thanks for the good idea! :)
Akshay Chadha
21 Posts
0
November 16th, 2017 11:00
Still awaiting a revert.
acroot
8 Posts
0
November 16th, 2017 12:00
can please someone reply?
Akshay Chadha
21 Posts
0
November 16th, 2017 13:00
Have already sent the same to Nikhil. please send me an email id where i can email the same to.
acroot
8 Posts
0
November 16th, 2017 13:00
I can, but is it safe to post my Service Tag here?
The Driver is actually: Alienware 15 R3 / Alienware 17 R4 System BIOS Version SKL1.2.0_KBL1.2.0
Date: Friday, November 03, 2017
revelli
3 Apprentice
3 Apprentice
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43 Posts
0
November 16th, 2017 13:00
acroot & Akash Chadha, Could you please share service tag of your system and Driver names, Driver versions - so that we can use a workaround in backend to get it is resolved.
Thanks,
Dell - Kumar
revelli
3 Apprentice
3 Apprentice
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43 Posts
0
November 16th, 2017 13:00
acroot, Thanks for the driver details. Just for confirmation -
is this one in URL - <ADMIN NOTE: Broken link has been removed from this post by Dell> which was installed?
acroot
8 Posts
0
November 17th, 2017 04:00
No, it is these two (tested it today again):
- www.dell.com/.../driversdetails
- www.dell.com/.../driversdetails
Your link doesn't work for me, sorry. But the driverID in the URL is the same "KPCGM" for one of the drivers.
:edit: both drivers are already installed.
Thank you for your support!
revelli
3 Apprentice
3 Apprentice
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43 Posts
0
November 17th, 2017 06:00
acroot , thanks for details. Please Install Intel HECI (ME) driver one more time successfully , then close and open SupportAssist > Drivers and Downloads recommended screen. It won't appear again on subsequent run. We have already placed a workaround for this driver. I will get the other driver fixed.
Thanks,
Dell - Kumar.