Dell's website won't recognize Dell SA software

Question

When I go to Dell's website for support, it says I need to download Dell Support Assist in order to proceed (e.g., for a full web hardware test, current configuration, driver's and downloads). This is ridiculous because I ALREADY have the most recent version of support assist, and Dell's website won't recognize it's own Dell Support Assist software. As a result, I'm not able to use Dell's website to test or update my computer.

Screen shot capturing above.. seriously,? https://i.imgur.com/UbtL1mb.png

What's the point in having these features on your website if you don't allow people to use them? And if you're going to force people to use the installed app instead of your website, can you at least keep the app up to date?? (like, for example, the bios update that came out yesterday isn't available through the support assist app, and the full hardware test and current configuration display are also not available through the app).

r72019 · Accepted Answer

I just did what you noted, after my weekly backup. It allowed me to identify what was causing the problem, and the source of the problem is mandatory agreement to (1) Dell storing and sharing your usage information with its partners and (2) agreeing to automatic software updates. In the Dell Support Assist App, under Settings > Privacy, there are two user consent boxes:

Option 1 allows Dell to automatically update your PC with new software.

Option 2 allows Dell to store your usage information on servers that may be located outside the united states, and share your usage information with Dell's partners.

When you download Support Assist from Dell's website, you must agree to both options 1 & 2 to proceed, and so both of these options are by default checked as user consent. Dell's website support will work with a Dell machine unless/until you uncheck either option. After unchecking either option, it appears Dell considers your machine to have rejected their terms and conditions for SupportAssist, because you will then need to do a clean wipe and reinstall of Dell Support Assist in order to access their website product support. At least, from trial and error, this is how it is with my machine.

I don't want new software auto-installed from their app (option 2). So I guess I'm going to have to live without Dell web support (or have to wipe and reinstall DellSupport before each use).

r72019 · Answer

What happens:  When I click install, the installer self-terminates and says I already have the app.  The website then won't le me proceed to the diagnostic that I had selected because I didn't install the required app.

speedstep · Answer

It doesn't proceed when you have malware infected machine. I suggest you download on a non infected machine and then remove support assist. Then install from safe mode run as administrator.

https://www.dell.com/support/contents/us/en/04/article/product-support/self-support-knowledgebase/software-and-downloads/SupportAssist

https://downloads.dell.com/serviceability/catalog/SupportAssistInstaller.exe

https://www.dell.com/support/contents/us/en/04/article/product-support/self-support-knowledgebase/software-and-downloads/SupportAssist

r72019 · Answer

I forgot to mention that this is a new computer I got directly from Dell 5 weeks ago, and this problem has been happening since day 1.  I'm still setting it up, and the only software added to it is 2019 office pro and the usual testing and backup apps.  Occasionally, after the SupportAssist installation self-terminates, Dell's website will allow  me to proceed, but more often than not the website will not let me proceed.

speedstep · Answer

Uninstall support assist.

Restart

Download the current installer and Run as administrator.

https://downloads.dell.com/serviceability/catalog/SupportAssistInstaller.exe

It takes less than 5 minutes to get malware so this may still be an issue.

22GREEN · Answer

I got the same results with my R7 last year the Dell Support Assist software is still flaky imo. I had to 86 the whole thing - uninstall it and i'm not going to use because ya can't trust it. I just periodically go to the Dell and check for updates manually. As for Malware my system was brand new too. No malware on the PC

borscht9 · Answer

Whenever there's an update that needs to be downloaded and installed within SupportAssist (like the recent BIOS 1.0.19) it always hangs/cycles forever on 'downloading'. I have to forcefully quit S/A, reboot, and re-open S/A for it to 'realize' I now have the driver etc. downloaded and ready to install. S/A has always seemed flaky at best.

Eimy_B · Answer

Hi @borscht9 @22GREEN   If you need help with Support Assist please send me a private message with the Service Tag.

r72019 · Answer

This was over two years ago but I remember this. It is likely specific to the R7, since later models use different software.

Anyway, per my earlier post, the solution that I gave was not actually "check both boxes." That is not a correct/complete reading of the solution. The solution is revo uninstalling all versions of supportassist completely from your system, reinstalling, and then leaving both boxes checked (i.e. since that is the default it means don't undo it). Just checking both boxes is not goimg to do anything since you already have sipportassist.

AngryIn88011 · Answer

I am afraid you are wrong about having to have both of those boxes checked for it to work. I have them checked, do not have any malware or viruses and when I go to use the SupportAssist on the website I am asked to download the app. I do but during the install process I am told that I already have an updated version installed. But sadly the website does not see this. This is sadly not the actual solution to my version of this problem.

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Dell's website won't recognize Dell SA software

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