17 R5, SupportAssist v3.10.4 Blue Screen

Keep getting SupportAssist Installation failed and Blue Screen Stop Code: BAD_POOL_CALLER (looking for resource that does not exist). 

Solved: Re: SupportAssist has stopped working - Dell Community  says installation of the Microsoft .NET Runtime v5.0.16 fixed their SupportAssist problem.

Visited Download .NET 5.0 (Linux, macOS, and Windows) (microsoft.com) and installed SDK 5.0.407 (x64). But this does not fix the Dell SupportAssist application issue on Alienware 17 R5 laptop. 

---

@crimsom wrote:

...Visit Programs & Features which says SupportAssist v3.11.1.18 is installed.... Seemingly SupportAssist is installed, but then again SupportAssist cannot be found....

---

Hi crimsom:

This might sound like an odd question, but does Control Panel | Programs | Programs and Features show if the Fusion Service v2.0.58.0 (posted 15-Apr-2022 on the Alienware 17 R5 support page <here>) is currently installed on your system? The release notes <here> say that the Fusion Service is used by the My Dell and My Alienware applications, and I recently discovered that I had to manually install Fusion Service v2.0.38.0 to prevent the My Dell app from getting stuck in an update loop (see my 16-Apr-2022 post in matejmajny's My Dell Update Problem).

As far as I know the Fusion Service isn't used by any Dell application except My Dell / My Alienware, but Dell employee Dell-BradL posted yesterday in vanderwest's Dell Update and Support Assist 5.5.2.16157 that if Fusion Service v2.0.58.0 is not installed then the latest SupportAssist OS Recovery Tools v5.5.2.16157 can get stuck in an update loop when SupportAssist tries to install this update. That sounds odd to me, but my Control Panel image below shows that SupportAssist OS Recovery Tools v5.5.2.16157 (rel. 23-Mar-2022) wasn't installed by SupportAssist v3.10.4 on my Inspiron 5584 until after I manually installed Fusion Service v2.0.58.0 on 16-Apr-2022.

Perhaps something has changed and newer Dell applications like your SupportAssist v3.11.1 now require Fusion Service v2.x or higher as a prerequisite.

-------------
64-bit Win 10 Pro v21H2 build 19044.1645 * Firefox v100.0.0 * Microsoft Defender v4.18.2203.5-1.1.19200.5 * Malwarebytes Premium v4.5.9.198-1.0.1676 * Dell SupportAssist v3.10.4.18*  Dell Update v4.5.0 (Windows Universal app) * Macrium Reflect Free v8.0.6635 * Inspiron 5583/5584 BOIS v1.18.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

Hi @lmacri thank you for the intelligence update. Fusion Service v2.0.58.0 has now been installed. However, SupportAssist fails to install, and Blue Screen Stop Code - BAD_POOL_CALLER continues to appear. This fix does not work on this Alienware 17 R5. Very Strange. 

---

@lmacri wrote:

... I don't know if this is related to your issue, but hue03 recently reported an odd problem with their Latitude 5590 in the 17-Apr-2022 thread Cannot Install SupportAssist that was only resolved after they uninstalled Microsoft .NET Runtime v5.0.16. I don't know if Dell is re-programming newer versions of SupportAssist to stop using the old .NET Framework for Windows v4.x and start using a newer .NET Core v5.x or v6.x (a multi-platform version of .NET that can run on Windows, macOS, Linux, etc.) but it's something to keep in mind while you're troubleshooting

---

Hi crimsom:

Just going back to my 24-Apr-2022 comment <above>, if you're still in contact with DELL-Cares customer support can they tell you if there have been any changes to the system requirements - especially the version of the MS .NET Framework or the newer .NET v5.x or v6.x - for the SupportAssist v3.11.x or v3.12.x that won't install on your Alienware 17 R5 machine?

The system requirements posted <here> for the current SupportAssist v3.10.4 state that say that this utility requires .NET Framework v4.7.2 (“NOTE: If you do not have Microsoft .NET Framework 4.7.2, SupportAssist installs the latest Microsoft .NET Framework on your PC“). However, I'm not really sure that's correct since there were several Windows 11 users who reported in poitrekDell's 11-May-2022 Application Installation Error 0x000135 that they could not install SupportAssist because the KB5013943 (OS Build 22000.675) cumulative update that was installed during their May 2022 Patch Tuesday updates of 10-May-2022 disabled their MS .NET Framework v3.5.1. FYI, I have a Win 10 Pro v21H2 OS with MS .NET Framework v4.8.4510 (which is backwards compatible with v4.7.2) and Control Panel | Programs | Programs and Features | Turn Windows Features On or Off indicates that my own MS .NET Framework v3.5.1 is currently disabled.

More recently, BruceSJ posted in their 20-May-2022 AutoUpdate Issues UAC Prompt to Install .NET 5.0.14 that their XPS 8930 / Win 10 Pro v21H2 machine displays a prompt to install the .NET v5.0.14 Runtime every time the automatic Dell SupportAssistAgent AutoUpdate task is run by the Task Scheduler. My 20-May-2022 post <here> in that thread notes that Windows Update unexpectedly delivered KB5013354 (2022-04 .NET 5.0.16 Update for x64 Client) during my April 2022 Patch Tuesday updates (note that .NET v5.x reached end of support on 10-May-2022), and that Task Scheduler appears to be having problems running that Dell SupportAssistAgent AutoUpdate task on my own Win 10 Pro v21H2 machine.

Unlike the "classic" .NET Frameworks, multi-platform .NET (Core) Runtimes should be listed at Control Panel | Programs | Programs and Features [e.g., "Microsoft .NET Runtime - 5.0.17 (x64)"]. If you aren't sure which versions of MS .NET Framework you have then run the command reg query "HKLM\Software\Microsoft\Net Framework Setup\NDP" /s in a command prompt. The command dotnet --list-runtimes (note the double"--" before "list") should display your installed .NET (Core) Runtimes.

I also like using the ASoft .NET Version Detector v21 R1 utility. It’s a portable utility that can be run from any location, and I prefer to unzip the netver.zip file on a removable USB thumb drive and then double-clicked the dotnet.exe file to launch. The interface is a bit cluttered but if you click the Copy button in the lower right corner you can paste the summary into any text editor like Notepad or MS Word.

Here's the ASoft .NET Version Detector output from my own Dell Inspiron 5584 / Win 10 Pro v21H2 machine which shows that my maximum "classic" MS .NET Framework is v4.8.4510 and that 64-bit .NET (Core) Runtime v5.0.17 is also installed.

=================

<32Bit>
4.8.4510.0
->C:\Windows\Microsoft.NET\Framework\v4.0.30319
4.8.4510.0
->C:\Windows\Microsoft.NET\Framework64\v4.0.30319

==== Installed .NET Frameworks ====
.NET FW 4.6.2 Windows 10 May 2020 Update(CLR 4.0)
.NET FW 4.7 Windows 10 May 2020 Update(CLR 4.0)
.NET FW 4.7.1 Windows 10 May 2020 Update(CLR 4.0)
.NET FW 4.7.2 Windows 10 May 2020 Update(CLR 4.0)
.NET FW 4.8 Windows 10 May 2020 Update(CLR 4.0)

==== Installed .NET Core Runtime 64bit ====
Microsoft.NETCore.App 5.0.17

==== Installed .NET Core Runtime 32bit ====
No .NET Core x86 Runtime

==== Installed .NET Core Sdk 64bit ====

==== Installed .NET Core Sdk 32bit ====
No .NET Core x86 Sdk

==== Languages ====
< Installed Languages 3.0>
< Installed Languages 3.5.x>
< Installed Languages 4.x>
English - United States

==== Updates ====
Microsoft .NET Framework 4 Client Profile
KB2468871
KB2468871v2
KB2478063
KB2533523
KB2544514
KB2600211
KB2600217
Microsoft .NET Framework 4 Extended
KB2468871
KB2468871v2
KB2478063
KB2533523
KB2544514
KB2600211
KB2600217
KB2468871
KB2468871v2
KB2478063
KB2533523
KB2544514
KB2600211
KB2600217
==== END REPORT ====
-----------
64-bit Win 10 Pro v21H2 build 19044.1706 * Firefox v101.0.0 * Microsoft Defender v4.18.2203.5-1.1.19200.5 * Malwarebytes Premium v4.5.9.198-1.0.1689 * Macrium Reflect Free v8.0.6758 * Dell SupportAssist v3.10.4.18 * Dell Update v4.5.0 (Windows Universal app) * Inspiron 5583/5584 BIOS v1.18.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620