Thank you Community for all of your feedback on this.
@shiekhyerbouti's work around is indeed a Dell recommended work around at this time.
I can tell you now that:Dell engineering is aware of the concern and is implementing changes to resolve this in Support Assist version 2.2. Support Assist version 2.2 could be released as soon as May 8th, if not shortly after that. I'll post back when it's released.
Work around:
User'scan manually add login credentials to the SA service in order to see if that helps prevent the error. As seen in screen shot below:
Once the credentials are entered the service should be restarted in order for changes to take effect.
Note: If Windows user account credentials change after updating the SA service's credentials, the SA service will also need it's credentials edited again in order to match the new Windows login credentials.
2.2 is now live. The fix for the UAC issue is not included however. Dell engineering informed me recently that they changed their plans and the fix will be released sometime in the future. They will be updating me as they progress and I will report what I can back to you all.
I am setting up a Dell Latitude E5570 running Windows 10 ENT, Ver. 1803. User was a local admin, removed rights and the pop up started coming up. Once Support Assist was removed the popup stopped.
Yes. 2.2 has also been demoted due to a couple issues with it ( removed from our public download ). 2.0 is now the current version again. A new version will be announced in the future.
Typed Services in the start menu. Right clicked on 'Services' and run as administrator. Typed in the administrator password. Then, double-clicked the service "Dell SupportAssist Agent." Went to the Log On tab and instead of "Local System account," clicked the radio button for "This account", typed in the word Administrator in the top input field for "This Account" and filled in the admin passwords. System changed the word Administrator to .\Administrator. Got the message "Windows could not start the DellSupportAssist Agent service on Local Computer. Error 1069: The service did not start due to a logon failure"
Tried it with blank top data entry field plus passwords, service reverted back to Local System account.
I followed your instructions and I have the same issue after reinstalling version 2.2, kinda ridiculous that Dell allows this with a new PC. I'm going to return and get a HP computer instead.
Uninstalling and downloading SupportAssist 2.2 from the link you gave did not work for me either. SupportAssist 2.0 used to work for me until sometime in January when SupportAssist Agent was updated from version 2..0.3.10 to version 2.1.3.5.
I'm disappointed by SupportAssist 2.2. It's been dumbed down. I really liked the more detailed System History features of version 2.0. Is there any way I can download the old version of SupportAssist? System restore didn't work.
csiga
I think you are supposed to enter the user name of your administrator account. I tried that but got the same message you did, probably because it doesn't work with a blank password.
The only way that I have been able to make the error go away is to log in as Admin and disable the "Dell SupportAssist" service or to totally uninstall it. It kind of defeats the purpose of having it on there but it is the only way to get rid of the error for noon-admin users. That service errors out every time a 'User' logs in but if it is an 'Admin' then you never see the error. I even tried to grant basic users access to the entire folder where the Dell Support Assist app lives and still no luck. I am just leaving it off and run it as Admin when it is needed.
This issue is happening on every new Dell system and any old system (30+ systems and counting) that we choose to let the Dell Site manage and install the updates for the system. As soon as the Dell Updates site loads the Dell SupportAssist then the error comes back until we disable or uninstall it. It makes for a lot of extra work to load it to install updates then uninstall or disable it when we are done installing updates.
I guess we need to wait for their 3.0 version, maybe that will have a fix for this.
I followed your steps Justin, and the popups went away...however, the next day my OS corrupted and will not boot (according to Dell tech support, it is not a hard drive issue). This may be a coincidence, but seems fishy!
My suggestion to users out there is either a) ignore the popups, or b) disable the support assist agent (although I haven't tried this myself!).
Justin I have to disagree with you. I just run updates last week (6/11/2018) and my Support Assistant was upgraded to 2.2.1.23 by Dell and now I have this issue.
Thank you for identifying the issue and coming up with a fix.
I got this issue after running updates on my Dell XPS 8930. It updated to the newest Support Assistant (2.2.1.23). It was not happening before this upgrade. It appears the Support Assistant has to run with Admin privileges. Any user that know anything about security, does not run as admin everyday, only elevate as needed.
Come on Dell, we know you are reading this, please update your program and fix this issue. This is POOR service and support on your end.
I was able to set it to run as Admin in the Services and that fixes the issue. This worries me because the Support Assistant is running as Admin in the background and now has full access to my computer. This defeats the purpose of running as a user and not as Admin.
Reading this forum, this issues has been going on for 6 month or more. It is about time Dell puts some extra resources into fixing this issue.
Followed instructions (uninstalled Support Assist, reinstalled new version).
I still get the error message of "Cannot start service from the command line or a debugger...". Started up Support Assist, managed to run "Get Drivers and Downloads" and "Scan Hardware". Then tried running remaining facilities (Clean files etc.), one at a time, restarting SA each time. Each hung, with "Preparing 0%". Please advise.
Justin C
4 Operator
•
783 Posts
0
May 3rd, 2018 11:00
Thank you Community for all of your feedback on this.
@shiekhyerbouti's work around is indeed a Dell recommended work around at this time.
I can tell you now that: Dell engineering is aware of the concern and is implementing changes to resolve this in Support Assist version 2.2. Support Assist version 2.2 could be released as soon as May 8th, if not shortly after that. I'll post back when it's released.
Work around:
User's can manually add login credentials to the SA service in order to see if that helps prevent the error. As seen in screen shot below:
Once the credentials are entered the service should be restarted in order for changes to take effect.
Note: If Windows user account credentials change after updating the SA service's credentials, the SA service will also need it's credentials edited again in order to match the new Windows login credentials.
Justin C
4 Operator
•
783 Posts
1
May 8th, 2018 11:00
@Community,
2.2 is now live. The fix for the UAC issue is not included however. Dell engineering informed me recently that they changed their plans and the fix will be released sometime in the future. They will be updating me as they progress and I will report what I can back to you all.
JayTay83
1 Message
0
May 10th, 2018 10:00
I am setting up a Dell Latitude E5570 running Windows 10 ENT, Ver. 1803. User was a local admin, removed rights and the pop up started coming up. Once Support Assist was removed the popup stopped.
Justin C
4 Operator
•
783 Posts
0
May 10th, 2018 10:00
@JayTay83,
Yes. 2.2 has also been demoted due to a couple issues with it ( removed from our public download ). 2.0 is now the current version again. A new version will be announced in the future.
csiga
5 Posts
0
May 17th, 2018 09:00
Typed Services in the start menu. Right clicked on 'Services' and run as administrator. Typed in the administrator password. Then, double-clicked the service "Dell SupportAssist Agent." Went to the Log On tab and instead of "Local System account," clicked the radio button for "This account", typed in the word Administrator in the top input field for "This Account" and filled in the admin passwords. System changed the word Administrator to .\Administrator. Got the message "Windows could not start the DellSupportAssist Agent service on Local Computer. Error 1069: The service did not start due to a logon failure"
Tried it with blank top data entry field plus passwords, service reverted back to Local System account.
Help - now what do I do?
Justin C
4 Operator
•
783 Posts
0
May 17th, 2018 10:00
@Community,
SupportAssist 2.2 was re-released on the 15th. Please test and get back with any feedback.
@csiga,
Please completely uninstall SupportAssist and re download and reinstall through this link: http://www.dell.com/support/contents/us/en/04/article/product-support/self-support-knowledgebase/software-and-downloads/supportassist
Please test without applying the services work around and please provide feedback.
KeyBored101
1 Message
1
May 19th, 2018 07:00
I followed your instructions and I have the same issue after reinstalling version 2.2, kinda ridiculous that Dell allows this with a new PC. I'm going to return and get a HP computer instead.
segonku
6 Posts
0
May 19th, 2018 18:00
Justin C
Uninstalling and downloading SupportAssist 2.2 from the link you gave did not work for me either. SupportAssist 2.0 used to work for me until sometime in January when SupportAssist Agent was updated from version 2..0.3.10 to version 2.1.3.5.
I'm disappointed by SupportAssist 2.2. It's been dumbed down. I really liked the more detailed System History features of version 2.0. Is there any way I can download the old version of SupportAssist? System restore didn't work.
csiga
I think you are supposed to enter the user name of your administrator account. I tried that but got the same message you did, probably because it doesn't work with a blank password.
Underdog565
1 Rookie
•
3 Posts
0
May 25th, 2018 07:00
The only way that I have been able to make the error go away is to log in as Admin and disable the "Dell SupportAssist" service or to totally uninstall it. It kind of defeats the purpose of having it on there but it is the only way to get rid of the error for noon-admin users. That service errors out every time a 'User' logs in but if it is an 'Admin' then you never see the error. I even tried to grant basic users access to the entire folder where the Dell Support Assist app lives and still no luck. I am just leaving it off and run it as Admin when it is needed.
This issue is happening on every new Dell system and any old system (30+ systems and counting) that we choose to let the Dell Site manage and install the updates for the system. As soon as the Dell Updates site loads the Dell SupportAssist then the error comes back until we disable or uninstall it. It makes for a lot of extra work to load it to install updates then uninstall or disable it when we are done installing updates.
I guess we need to wait for their 3.0 version, maybe that will have a fix for this.
Hope this helps.
Jacobsen-Dave
1 Message
0
June 7th, 2018 04:00
I followed your steps Justin, and the popups went away...however, the next day my OS corrupted and will not boot (according to Dell tech support, it is not a hard drive issue). This may be a coincidence, but seems fishy!
My suggestion to users out there is either a) ignore the popups, or b) disable the support assist agent (although I haven't tried this myself!).
Bob Train
4 Posts
0
June 17th, 2018 06:00
Justin I have to disagree with you. I just run updates last week (6/11/2018) and my Support Assistant was upgraded to 2.2.1.23 by Dell and now I have this issue.
Bob
Bob Train
4 Posts
1
June 17th, 2018 06:00
Thank you for identifying the issue and coming up with a fix.
I got this issue after running updates on my Dell XPS 8930. It updated to the newest Support Assistant (2.2.1.23). It was not happening before this upgrade. It appears the Support Assistant has to run with Admin privileges. Any user that know anything about security, does not run as admin everyday, only elevate as needed.
Come on Dell, we know you are reading this, please update your program and fix this issue. This is POOR service and support on your end.
Bob
Bob Train
4 Posts
0
June 17th, 2018 06:00
I have 2.2.1.23 and the issue is not fixed.
I was able to set it to run as Admin in the Services and that fixes the issue. This worries me because the Support Assistant is running as Admin in the background and now has full access to my computer. This defeats the purpose of running as a user and not as Admin.
Reading this forum, this issues has been going on for 6 month or more. It is about time Dell puts some extra resources into fixing this issue.
Bob
Dell user for over 2 decades.
csiga
5 Posts
0
June 18th, 2018 05:00
Hi Justin,
Followed instructions (uninstalled Support Assist, reinstalled new version).
I still get the error message of "Cannot start service from the command line or a debugger...". Started up Support Assist, managed to run "Get Drivers and Downloads" and "Scan Hardware". Then tried running remaining facilities (Clean files etc.), one at a time, restarting SA each time. Each hung, with "Preparing 0%". Please advise.
Regards,
Tom
Dsan86
1 Message
0
June 19th, 2018 21:00
I just upgraded as well and I can't run Dell Support Assist anymore. It doesn't load. The newest version. What's going on?