Support Assist uninstalled automatically and now cannot install.

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

Hello Jayanth, Why not put items 1 to 4 and the rest into a DELL  update for all users if it works!

I have not tried it myself. As it looks like a hassle.

Rob

Dear Jayanth,

Tried everything you said - No Resolution

Thanks for the feedback Rob. We will communicate this to our product team

Hello Akshay,

Can you please provide more information. Do you see Dell Support Assist service running in the windows services? If it does, are you able to stop the service?

Were you able to remove the registry entry or the registry didn't exist at all?

Thanks

Jayanth

Yes, it wasn't uninstalled properly like you mentioned. Stopped the service first and then did an uninstall from the control panel and removed the registry entry and deleted the folders.

Tried installing 2 times with the same result.

Hi Akshay,

Can you please send me all the logs under %AppData%\PCDr\Installer\Logs to my email @ Jayanth_yk@dell.com. Also, are you able to uninstall Support Assist Agent from successfully?

We had a similar issue reported and one of my colleagues suggested the below steps and it seems to have worked. Can you please try?

Quick Steps

• From the Control Panel, uninstall Dell SupportAssist and Dell SupportAssistAgent.

• Remove the following directories by opening start menu and run %appdata%\

• Remove PCDr

• Run %programdata% and remove:

o PCDr and PC-Doctor for Windows

• Run exe

o content.dellsupportcenter.com/.../aulauncher.exe

If that doesn’t work try the detailed steps or just run the detailed steps first.

Detailed Steps

Note: Execute all commands at an admin command prompt.

1. Execute “uninstaller.exe” found in any of the following directories.

a. \program files\Dell Support Center

b. \program files\My Dell

c. \program files\Dell\My Dell

d. \program files\Dell\SupportAssist

2. If uninstaller.exe doesn't exist or fails

a. Run Regedit.exe

i. If it exists, Delete HKEY_LOCAL_MACHINE\SOFTWARE\PC-Doctor

ii. If it exists, Delete HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\PC-Doctor for Windows

iii. If it exists, Delete HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\PC-Doctor

b. Delete each of the following folders if found

i. \program files\Dell Support Center

ii. \program files\My Dell

iii. \program files\Dell\My Dell

iv. \program files\Dell\SupportAssist

v. %appdata%\pcdr

vi. %programdata%\pcdr

vii. %programdata%\PC-Doctor for Windows

viii. C:\Documents and Settings\All Users\Start Menu\Programs\Dell\SupportAssist

c. Download and execute the EXE noted in the URL below.  Note: do not use an existing copy as we want to ensure the latest version is being used.

i. content.dellsupportcenter.com/.../aulauncher.exe

Thanks

Jayanth

Hello Akshay,

We have escalated this issue to our engineering team. Kindly refrain from using any of the steps proposed earlier, until we have proposed solution from engineering. I will keep you posted once we are ready with the solution. Apologies for the inconvenience caused.

Thanks

Jayanth

This is getting a little bothersome now. You miss the complete point. SupportAssist has been uninstalled. The problem is that I can't it to install now. So, no possibility to uninstall anything now.

Akshay - please try to install once again via the following URL

content.dellsupportcenter.com/.../aulauncher.exe

once if fails, collect the following logs so we can investigate the error code, zip them up and and attach here.  Steps:  Start Menu > and type %appdata%, then collect the following folders

%appdata%\PCDr\Installer\Logs

and

%appdata%\PCDr\Update\Logs

Hello Akshay,

Did you get a chance to retry the install again as Joe suggested above? If it fails again please attach the logs

Thanks

Jayanth

Logs attached earlier were from the Installer folder.

Attached is the log from the update folder. 

Dear Joe,

Apologies for the delay, was travelling for work.

Tried installing from the link you suggested - same result.

Logs for the same are attached.

Hope you can revert with a resolution soon.

Regards.