SupportAssist OS Recovery stuck at loading

Question

Any help is appreciated!

I'm stuck in a boot loop with my Inspiron G3. I installed SupportAssist on another computer and (using my G3 service tag) had it load the recovery tool on my USB flash drive.

I was able to run the new flash drive with SupportAssist V5.5.0.16046 on the G3 and it has been stuck at the loading screen for a very long time.

Thank you in advance for any help you can send my way!

Lee Anderson

Update=Resolved-The slow boot issue is also fine.
One of my external hard drives causes the BIOS and boot issue even if it is
powered off. Now that I know I will fully disconnect it when not in use.

DELL-Nat M · Answer

If your system is still under warranty, please contact support by clicking on Get Help Now at the bottom right corner of the screen to receive individualized support.

If it's outside the warranty period, you might want to follow the steps below.

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If you're experiencing issues with SupportAssist not working as expected, we recommend starting with a clean uninstall followed by a fresh install.

Go to Control Panel, then Add or Remove Programs, and then Uninstall.
Afterwards, restart your computer (do not skip this step, it is essential to resolve the issue)
Reinstall Support Assist from this link > https://www.dell.com/en-us/lp/dt/support-assist-for-pcs
Click Launch and test the new version.

If you encounter issues reinstalling SupportAssist, follow these steps:

Download the Microsoft Troubleshooter Tool, open the file, and click Next to run the tool.
Click Next, select Uninstalling, choose Dell SupportAssist from the list of programs, and click Next to uninstall.
If the uninstallation was successful, close the troubleshooter and restart the system (do not skip this step, it is essential to resolve the issue).

Ensure that the following five Windows services are removed from Windows Services when an uninstall is done and started when an upgrade or new install is performed.

If they were not removed, please refer to the video below for the complete step-by-step instructions:

LAnderson · Answer

Thank you for the link nyc10036.

I have previously followed these steps and have been successful in getting to the Dell SupportAssist OS Recovery environment by both BiosConnect and SupportAssist OS Recovery Cloud Restore.

The problem occurs after I get to the recovery environment in both cases.

It seems that the SupportAssist environment never completes the loading of the image. I've attached an image of the loading screen.

Thank you very much for your help and I appreciate any other suggestions that you could share.

Lee

nyc10036 · Answer

If it was me, I would do a clean installation of Windows 10 v21H2

I buy used laptops with Windows 7 on them on eBay, and I just install Windows 10.

Since your laptop is UEFI, I would use Rufus to create a UEFI-bootable USB flash drive by downloading Windows 10 ISO file.

nyc10036 · Answer

Follow the steps here: https://www.dell.com/support/kbdoc/en-us/000177401/restore-your-system-using-dell-supportassist-os-recovery

User_in_JP · Answer

I have the same problem with an OptiPlex I just bought. After installing the latest BIOS the Restart takes forever so I am trying to run a Factory Reset and I get stuck on the same screen Lee attached above. Restart takes 2 to 5 minutes whereas before the BIOS update used to take less than a minute.

AdrianG001 · Answer

To force a shutdown press and hold the button down until it goes off. You might not be able to get to windows after that but you can run the diagnostics. Run the diagnostics to check the hardware especially the hard drive. Tap F12 as soon as you start the computer without waiting for any screen to get to boot menu.

Post the problems that made you do a reset for more help from the users here in the forum.

Sandro Norim · Answer

@LAnderson​ I solved this by connecting to a wired internet connection.

ptruhe · Answer

It's not stated anywhere when you build the recovery USB but I couldn't past the loading screen until I plugged in a wired network cable.

DellUser0006 · Answer

@ptruhe​ Wired network cable????

RocketPowerYUL · Answer

Plugging in an ethernet cable worked for me too. Why does this tool need a network connnection, and why? What data is it transferring?

davideng315 · Answer

I just encounter the same issue after turning on my inspiron 15.  It went to diagnotic check and the stuck on supporassist os recovery.  what is causing this?  I never have any issue with my laptop and always updated.  Please help

Binkybinx · Answer

@davideng315​ also had the same problem with my inspiron yesterday. Issue was resolved when I connected it to a wired connection.

davideng315 · Answer

Hello all. I resolved the issue by replacing the battery.  I did a diagnostic test by hitting F12 when the dell logo came on and it told me my battery was at the end of its life.

acardeccea6c · Answer

I'm still having this issue. Diagnostics ran, no problem and showed everything okay. The network cable has always been attached for me, but I'm stuck on that same loading screen as someone showed above.

Also, Windows 11 has been on this system for years. I'm not sure if it has something to do with the Windows 10 image on the USB recovery drive.

WijnneBarendsIT · Answer

@Sandro Norim​ I tried via wifi first and nothing happened after 2 hours. Using a wired connection and restarting the laptop and recovery procedure started straight away. Good tip.

Inspiron

SupportAssist OS Recovery stuck at loading

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