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SupportAssist cannot be installed

Most attempts to find Dell SupportAssist get redirected to this page:
http://www.dell.com/support/contents/jp/ja/jpbsd1/article/product-support/self-support-knowledgebase...

It's OK, I read enough Japanese to find the download link on that page.  The link is:
http://downloads.dell.com/serviceability/catalog/SupportAssistInstaller.exe

The downloaded file is named SupportAssistInstaller.exe

Installation fails because an array index is out of bounds.

Dell has a video showing how to install SupportAssist:
https://www.dell.com/learn/us/en/05/videos~en/documents~esupport-supportassist-installing-supportass...

The filename is aulancher.exe

Mostly, searching for aulauncher.exe finds SupportAssistInstaller.exe

I found an exception:
http://www.dell.com/support/home/jp/ja/jpbsd1/drivers/driversdetails?driverid=p6gvx

The version of SupportAssist Client is 1.2 which I think is rather old.

The download link is:
https://downloads.dell.com/FOLDER03665274M/1/aulauncher.exe

The filename is aulauncher.exe

It shows UI while downloading something, then stops showing UI but is still executing in the background, and then shows UI again when it finishes installating.

But there is no icon in the Start menu nor on the desktop.

Hey, while the installer was executing silently in the background, it executed a program named SupportAssistInstaller.exe

Does this mean that installation really failed but it was silent and didn't show the failure?

Something got installed, version 2.2.1.23, but there's no visible way to execute it.

Here is one file:
C:\Program Files\Dell\SupportAssistAgent\bin\SupportAssistInstaller.exe

But I think that's just the installer again.

Here is another file:
C:\Program Files\Dell\SupportAssistAgent\bin\SupportAssistAgent.exe

But actually that file is executing but I think it's a service and there's no UI.

I have a feeling there's supposed to be a folder named:
C:\Program Files\Dell\SupportAssist

But there is no such folder.

Aha.  In the Application log, there is an informational event, not an error event, for SupportAssistAgent, saying:
Installation Failed with return code : 1603

The Application log has an error event for MsiInstaller.  Yes, Dell SupportAssistAgent failed to install.  The log file is 3.8MB in size.  Does anyone want it?

Uninstallation of Dell SupportAssist 2.2.1.23 succeeded.

Formerly SupportAssist had been installed on this computer but later had been uninstalled.  I don't know what the old version was.

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12 Replies

Re: SupportAssist cannot be installed

I wonder why some postings say SupportAssist was fixed.  It still fails to install.

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Re: SupportAssist cannot be installed

Today SupportAssist installed properly.

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PacMaze
2 Bronze

Re: SupportAssist cannot be installed

What did you do to fix this? 

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Re: SupportAssist cannot be installed

I just tried it again and suddenly it worked.  I didn't do anything to make it work so I assume Dell did something to make it work.

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PacMaze
2 Bronze

Re: SupportAssist cannot be installed

Thank you for responding, where did you download the file? Can you link me the same place you downloaded it from? 

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Re: SupportAssist cannot be installed

My best guess is to start at Dell's page showing a video:

https://www.dell.com/learn/us/en/05/videos~en/documents~esupport-supportassist-installing-supportass...

 

When you follow links from that page, expect Dell to display pages in a language related to your geographical location (Japanese for me) but you should be able to get the download.

Some days the downloaded installer works and some days it doesn't work.

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PacMaze
2 Bronze

Re: SupportAssist cannot be installed

Thank you for the help, sadly it still doesnt work. xD

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AxelBest
1 Copper

Re: SupportAssist cannot be installed

Still not working here.

This is the lof end file

 

MSI (s) (E8:98) [15:08:04:263]: Product: Dell SupportAssist - Update 'Dell SupportAssistAgent' could not be installed. Error code 1603. Additional information is available in the log file C:\Users\Admin\AppData\Local\Temp\MSIe922c.LOG.

MSI (s) (E8:98) [15:08:04:263]: Windows Installer installed an update. Product Name: Dell SupportAssist. Product Version: 2.2.3.2. Product Language: 1033. Manufacturer: Dell Inc.. Update Name: Dell SupportAssistAgent. Installation success or error status: 1603.

MSI (s) (E8:98) [15:08:04:263]: Note: 1: 1729
MSI (s) (E8:98) [15:08:04:264]: Product: Dell SupportAssist -- Configuration failed.

MSI (s) (E8:98) [15:08:04:264]: Windows Installer reconfigured the product. Product Name: Dell SupportAssist. Product Version: 2.2.3.2. Product Language: 1033. Manufacturer: Dell Inc.. Reconfiguration success or error status: 1603.

MSI (s) (E8:98) [15:08:04:264]: Attempting to delete file C:\WINDOWS\Installer\1a3d11.msp
MSI (s) (E8:98) [15:08:04:265]: Unable to delete the file. LastError = 32
MSI (s) (E8:98) [15:08:04:286]: Deferring clean up of packages/files, if any exist
MSI (s) (E8:98) [15:08:04:286]: Attempting to delete file C:\WINDOWS\Installer\1a3d11.msp
MSI (s) (E8:98) [15:08:04:299]: MainEngineThread is returning 1603
MSI (s) (E8:20) [15:08:04:299]: No System Restore sequence number for this installation.
=== Logging stopped: 2018-08-02 15:08:04 ===
MSI (s) (E8:20) [15:08:04:309]: User policy value 'DisableRollback' is 0
MSI (s) (E8:20) [15:08:04:310]: Machine policy value 'DisableRollback' is 0
MSI (s) (E8:20) [15:08:04:310]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (E8:20) [15:08:04:310]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (E8:20) [15:08:04:310]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (E8:20) [15:08:04:311]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (s) (E8:20) [15:08:04:312]: Destroying RemoteAPI object.
MSI (s) (E8:70) [15:08:04:312]: Custom Action Manager thread ending.
MSI (c) (14:68) [15:08:04:318]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (c) (14:68) [15:08:04:319]: MainEngineThread is returning 1603
=== Verbose logging stopped: 2018-08-02 15:08:04 ===

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AxelBest
1 Copper

Re: SupportAssist cannot be installed

Reporting worked for me! after several errors I did this steps

Stop the service Dellsupportassist under services
Uninstall dell support assist using control panel
Deleted all files using Windows Disk Cleanup.
Reboot

Download and install again. It Worked!

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