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March 23rd, 2019 18:00
After installing latest BIOS, Scan Hardware does not work
I have a DELL Inspiron-7569 and am running windows 10, version1809. I have Support Assist version 3.1.0.142, which About SA says is up to date. Get Drivers and Downloads announced today that a new BIOS (v 1.19.0, released March 19, 2019) was available to install. I chose to install it and it finished successfully. Then I tried to run Scan Hardware multiple times. History tells me that twice the ENUMERATION test did not start. Then it tells me that four times the Hardware Scan did not start. I have also gone to Troubleshooting, where the four flashing squares indicate that SA is trying to refresh the hardware list. It eventually comes back and reports that the request cannot be completed. So, Scan Hardware is not working properly after the installation of the latest BIOS, v 1.19.0. In my experience with SA, I have found it unimaginably unreliable—it’s one problem after another, which DELL has little inclination to fix.
NullElement
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March 27th, 2019 16:00
I'm facing the same issue currently, I have an Alienware Aurora R7 and after installing the new 1.0.18 BIOS, SupportAssist keeps getting stuck at "Preparing for hardware scan" and I also get the four squares when wanting to scan a specific piece of hardware. My guess is that SupportAssist is having a hard time detecting the hardware of the computer after the BIOS update which is a common theme with issues that dell computers have (software not detecting hardware). Your only hope is that Dell issues a SupportAssist update that fixes this issue or you revert to the old BIOS version.
DELLKaren
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May 9th, 2019 21:00
To NullElement:
Yes, you are right, I had to wait for an update. To be more specific, SA updated to version 3.2.0.90 on April 12. I didn't run the Hardware Scan until April 21, but it ran OK.
However, SA updated again on April 26, this time version 3.2.1.94. I didn't run the Hardware Scan until May 7, but this time it says I have no Hard Drive or USB Ports, i.e., for these two hardware components it reports "No Device". My machine has a SSD (Solid State Device) instead of a mechanical hard drive and has a Type C USB port in addition to two Type B ports (3.0 and 2.0). So, again it looks like the software is not detecting the hardware.
One version of SA works OK, but the next version doesn't. I wish DELL could get SA right and keep it that way.