Support Assist uninstalled automatically and now cannot install.

Hello Akshay,

The logs which were attached indicate that a file is in use which is preventing the installation from completing successfully.  It appears that  C:\Program Files\Alienware\SupportAssist\Resources\CEGUI\Fonts\Lato-Black.ttf is in use. Please follow the steps below

1. If SupportAssist program is present in Programs and Features, uninstall.  After this is complete, please verify that there is no folder located at C:\Program Files\Alienware\SupportAssist.  If this folder is found, and the application is not listed in Programs and Features, please delete the folder.

2. Once step 1 is complete please retry to install once again from the URL content.dellsupportcenter.com/.../aulauncher.exe

Thanks

Dear Jayanth,

Support Assist does not show up in Programs and Features, However, the folder did exist. I could not delete the folder on its own, but I did open the folder and delete the contents.

3 versions of Lato-Black font could not be deleted as it constantly gave an error saying that the files are in use by the system.

Attempted a re-install after deleting the folder contents (except Lato-Black font) and still coming up with the error in installation as mentioned in the first post.

Do let me know how to proceed further.

Regards,

Akshay.

Dear Jayanth / Joe,

Thank you very much for all your help once again. The above steps worked like a charm - am back up with SupportAssist installed and working again.

Must mention that you guys are the reason that holds up the brand,

Thanks and Regards,

Akshay.

Hello Akshay,

To further understand and root cause the issue, the development team wanted the following information. Appreciate if you can provide the below information

• Which Driver update was suggested by PCDr after which the issue was observed

• Version of PCDr installed at that time.

Thanks

we are deploying around 3k pc so for every single pc its very hard to go by this steps.

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@jayanth_yk wrote:

Hello Akshay,

Thank you for contacting Dell. It appears like there is some stale data which is preventing the support assist from reinstall. Looks like SupportAssist is not completely removed. Check if Dell Support Assist service is running under services, if it is, try to stop the service and manually remove the following folders

1. If it is a 64-bit OS, remove the folders C:\Program Files (x86)\Dell

2. Click start & Run, Type- %ProgramData% and enter. Delete the PCDR folder.

3. Click start & Run, Type- %AppData% and enter. Delete the PCDR folder.

4. Open regedit and goto HKLM->Software->WOW6432Node (if the OS is 64 bit)->Dell and remove SupportAssistAgent

After performing the above steps, try to reinstall from the below mentioned location

www.dell.com/supportassist

Please let me know how it goes,

Thanks

Jayanth

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This method did not work on my pc.