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Is SupportAssist accurately named? I've got to wonder...
I have a very new XPS-15 7590 with premium support.
It has Dell's SupportAssist installed. The first time I turned the machine on after setting up Windows the SupportAssist application ran and updated a couple of drivers. It self-started a couple of times in the first week and ran through a set of 5 checks, all needing no action.
Since then it has started multiple times per day, shown me a deep blue screen telling me it's about to start optimizing my performance, and then after about 10 minutes this changes to a small pale panel which is completely empty. This panel sits on the screen with a busy cursor until I kill it.
SupportAssist is a good idea, if it assists with support. But I can't see that this is what it is doing.
The blue screen tells me it is SupportAssist version 3.4.5.
Why is it starting so often? Why is it only capable of rendering a grey box? I didn't break it, it broke itself.
Cheers
LSUFAN51
4 Operator
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6.4K Posts
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April 12th, 2020 11:00
Please type Support Assist onto [Cortana] search box to see if Support Assist application( version 3.4.5) load up.
You should see an image similar to the one in the link below:
https://www.bing.com/images/search?view=detailV2&ccid=LlgL42FK&id=0A00B45431C65B75532FBAE4DB0029D8473192DF&thid=OIP.LlgL42FKBwcfMrDeDELomQHaDx&mediaurl=https%3a%2f%2fblogs-images.forbes.com%2fgordonkelly%2ffiles%2f2019%2f06%2fDell-SupportAssist-Edited.png&exph=458&expw=900&q=Dell+Support+Assist+&simid=608011843680864159&selectedIndex=3&ajaxhist=0
If you want to know more information about Support Assist, click on the link below:
Support for Support Assist for Home PCs | Overview | Dell US
https://www.dell.com/support/home/us/en/04/product-support/product/dell-supportassist-pcs-tablets/docs
TrevorN
11 Posts
0
April 12th, 2020 20:00
When I start supportassist from the start menu or cortana box I see this:
https://www.dropbox.com/s/l4iz8nsysbyx576/supportassist1.png?dl=0
Then, many minutes later, it is replaced by this:
https://www.dropbox.com/s/iscijtmp2vftf7s/supportassist.png?dl=0
which stays on the screen for ever (or until I close it)
cheers
T
TrevorN
11 Posts
0
April 12th, 2020 20:00
When I start Support Assist from the search or start menu, this is what I see:
followed about ten minutes later by this, which remains until I close it.
DELL-Cares
Moderator
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25.7K Posts
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April 12th, 2020 20:00
Hello. We are unable to view the images that you have shared due to some technical difficulties. Can you upload them drop box or google drive and share the link so that we can review the images and advise you further accordingly. ^MP
DELL-Cares
Moderator
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April 12th, 2020 21:00
Thank you for providing the link. Have you tried uninstalling and re-installation the application? ^MP
DELL-Cares
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25.7K Posts
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April 13th, 2020 20:00
Good Day. We are awaiting your response. Do reach out to us at your convenience in case you require further assistance from our end. ^MP
TrevorN
11 Posts
0
April 13th, 2020 21:00
I have uninstalled and reinstalled. It's installed the same version as was there before, but (so far) it hasn't restarted and gone into blank window mode.
ZDC
27 Posts
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April 13th, 2020 21:00
It's perfectly named. Just like Dell Cares.
DELL-Cares
Moderator
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25.7K Posts
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April 13th, 2020 21:00
Thank you for keeping us informed. You may continue to keep the system under observation and reach out to us in case if the issue occurs. ^MP
LSUFAN51
4 Operator
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6.4K Posts
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April 14th, 2020 08:00
TrevorN
Support assist isn't working for a lot of people and that including myself, hopefully Dell fix it soon enough.
SupportAssist for PCs - Dell Community
https://www.dell.com/community/SupportAssist-for-PCs/bd-p/supportassist-pcs
In the meantime, if you wants to view drivers, firmware, documentations and warranty for the computer, enter service tag number( or select Detect PC option) onto the link below. After, you will be able to see information about the computer in your Dell Product Support page.
Support | Dell US
https://www.dell.com/support/home/us/en/04
Also, if you think the computer is experiencing a hardware problem, you can run Dell Off Line Diagnostic by following steps in link below:
ePSA Pre-boot System Assessment Dell (Official Dell Tech Support)
https://youtu.be/qeHNSxW7VSM
DELL-Cares
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25.7K Posts
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April 15th, 2020 01:00
Good Day. I am following up with you to confirm if support assist is now working fine? Do reach out to us in case you require further assistance from our end. ^MP
DELL-Nikhil K
5 Practitioner
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206 Posts
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April 22nd, 2020 04:00