SupportAssist - Hardware scan stuck at 0% v3.1.0.142

Starting in Version 3.1.0.142, we've seen two new issues or defects in the field causing Hardware Scan to freeze at 0%. A fix will be delivered in v3.2 due approximately by the end of March 2019.

You’ll have to check the PCDr logs for the following error messaging to confirm.

You can verify by checking either file DSAPI.log and pcdrwi.log. If the error exists then the will be fixed in a future release. I have seen some intermittent results were a scan can go through.

CHECKING THE DSAPI log

C:\ProgramData\PCDr\6992\Logs\DSAPI.log

ISSUE #1 – Enumeration issue fixed in v3.2

Log Error example

Failure enumerating directory: 'C:\Program Files\Dell\SupportAssistAgent\PCDr\Updater' System.IO.DirectoryNotFoundException: Could not find a part of the path 'C:\Program Files\Dell\SupportAssistAgent\PCDr\Updater'. at System.IO.__Error.WinIOError(Int32 errorCode, String maybeFullPath) at System.IO.FileSystemEnumerableIterator`1.CommonInit() at System.IO.FileSystemEnumerableIterator`1..ctor(String path, String originalUserPath, String searchPattern, SearchOption searchOption, SearchResultHandler`1 resultHandler, Boolean checkHost) at System.IO.Directory.EnumerateDirectories(String path, String searchPattern, SearchOption searchOption) at Updater.getInstalledProductVersions(Logger log, IFileSystem fs, String baseDir, String productLocation) [9800 ][9 ] |

2018-11-14 15:54:35.1869 | dsapi_file | Error | Failed to locate the latest Updater

Check pcdrwi.log and search for error

C:\ProgramData\PCDr\6992\Logs\pcdrwi.log

| Error | Enumeration Failed: ENUMERATION_FAILED (See issue #1)

ISSUE #2 fixed in v3.2

Error | Expected data size exceeded maximum allowed, cannot process data packet. Size requested: 50240467 Error | Timeout occurred during Phobos request: (MessageCommand = 'RequestScriptSpecsFromScriptProviders', Timeout = '00:01:00')

Solution ISSUE #1

Description or Solution: Enumeration issue

We have identified that this issue is related to a Bug fix which has been submitted and will be included with the release of 3.2.

The issue had to do with Windows 10 gathering Thermal Zone Information and not getting an expected response, causing one of our modules to hang. We have worked around the issue and as I mentioned, the fix will be included with 3.2.

ISSUE #2 Description or Solution

Diags won't run, logs show multiple phobos timeouts Fix: Reduced internal message size that could be exceeded with superfluous data when requesting HwDiagList/GetDiagsInfo.

This would cause the message to be dropped internally and the response to Core would be lost.

ETA for v3.2 could be end of March or early April 2019