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February 21st, 2023 12:00

brand new XPS17 issues with locking up, blue screen and update of SupportAssist

XPS 17 9720

XPS 17 9720

WOW... I have been a Dell user for decades starting when they took over, I believe, Gateway so I'm quite familiar with the idiosyncrasies of Dell's PCs and Laptops over the years. This includes times when their own developed software including support software has had issues. I have recently bought a new XPS17 at no small expense to do video and photo editing and came across this issue of SupportAssist.

I very much like what this laptop has to offer; however, from day one I have experienced issues of the laptop locking up and having several blue screens. Three blue screens within the last 2 weeks. I have never had this issue with a new PC before, including Dell. In the last 5 years I have had only 2 blue screen issues with my current brand of laptop.

By now I had hoped that Dell would have improved, but my recent experience is quite the opposite. Now that I'm retired, I am not interested in being required to do my own troubleshooting especially on a new device. Certainly, not to reset to an old version of .net especially when the issue is part of SupportAssist software development. 

I want to get some needed Dell support on these issues before I am forced to return this laptop, this week. I'm fully registered. Let me know how I can get immediate support.

Thank you.

3 Apprentice

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1.2K Posts

February 26th, 2023 13:00


@HeyTony wrote:

... I went back to Costco Concierge Support and spent what turned out to be a 3-hour marathon, starting with going into the BIOS to complete a hardware scan.

Of the 29 drivers/files that were downed and installed there was one fix that allowed SupportAssist to finally be updated to version 3.13.2.14. 

Dell SupportAssist OS Recovery Plugin for Dell Update with a release date of January 25th 2023...


Hi HeyTony:

Thanks for the status update, and be sure to post back if your Blue Screen error codes and system freezes reappear. For future reference, if you every want to run a hardware diagnostic from your BIOS again then see the instructions in the Dell support video How to Run ePSA Diagnostics.

Thanks as well for your hint about the latest Dell SupportAssist OS Recovery Plugin for Dell Update v5.5.5.16206 (rel. 25-Jan-2023). Dell Update for Windows Universal v4.7.1 originally updated my plugin from v5.5.4.16189 to v5.5.5.16206 on 31-Jan-2023, but for some reason that plugin was rolled back to v5.5.4.16189 on 08-Feb-2023 when my SupportAssist app self-updated to v3.13.2.14 (see my 10-Feb-2023 thread Dell SupportAssist OS Recovery Plugin for Dell Update Rolled Back to v5.5.4.16189). I might try re-installing the v5.5.5.16206 plugin manually with the offline installer (Dell-SupportAssist-OS-Recovery-Plugin-for-Dell-Update_CYKG9_WIN_5.5.5.16206_A00.EXE) that is posted on the support page <here> for my Inspiron 5584 just to see if that fixes my own SupportAssist / Dell Update problems.
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64-bit Win 10 Pro v22H2 build 19045.2604 * Firefox v110.0.0 * Microsoft Defender v4.18.2301.6-1.1.200000.2 * Malwarebytes Premium v4.5.23.241-1.0.1927 * Macrium Reflect Free v8.0.7279 * SupportAssist v3.13.2.14 * Dell Update for Windows Universal v4.7.1 * Dell SupportAssist Remediation v5.5.5.16458 * Fusion Service v2.2.14.0 * Inspiron 5583/5584 BIOS v1.22.1
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

3 Apprentice

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1.2K Posts

February 22nd, 2023 11:00

Hi HeyTony:

What is your Windows operating system [if Win 10 or Win 11 please include the edition (e.g., Home, Pro, etc.), version (e.g., 22H1, 22H2, etc.) and OS build number shown at Settings | System | About | Windows Specifications], and if you go to Control Panel | Programs | Programs and Features what version of SupportAssist is listed there? The images below from my Inspiron 5584 / Win 10 Pro v22H2 laptop show I currently have SupportAssist v3.13.2.14 (released around 08-Feb-2023) and the Microsoft .NET (Core) Runtime v6.0.13.

Win 10 Pro v22H2 Control Panel Dell Programs Installed 22 Feb 2023.png

Win 10 Pro v22H2 Control MS NET Runtime v6_0_13 Installed 22 Feb 2023.png

SupportAssist for Home PCs documentation is available at https://www.dell.com/support/home/en-ca/product-support/product/dell-supportassist-pcs-tablets/docs and minimum system requirements are shown <here> in the v3.12.0 release notes.

If SupportAssist is installed on your XPS 17 9720 are you able to run a manual "Get Drivers & Downloads" check from the Home tab of the SupportAssist to see if SupportAssist can find any out-of-date drivers or Dell software that could be causing your Blue Screen stop codes? Since you recently purchased your XPS 17 9720 you should have a valid service warranty and should be able start a support request from the "Get Support" tab of the SupportAssist interface.

Dell SupportAssist v3_13_2  Home Tab Two Updates Available 22 Feb 2023.png

If SupportAssist isn't working you should also be able to start a support request online at https://www.dell.com/support/incidents-online/contactus as long as your service plan hasn't expired - see the support article How to Create a Support Request Online for Your Eligible, In-warranty Dell Product.
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64-bit Win 10 Pro v22H2 build 19045.2486 * Firefox v110.0.0 * Microsoft Defender v4.18.2301.6-1.1.200000.2 * Malwarebytes Premium v4.5.22.236-1.0.1915 * Macrium Reflect Free v8.0.7279 * SupportAssist v3.13.2.14 * Dell Update for Windows Universal v4.7.1 * Inspiron 5583/5584 BIOS v1.21.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620


5 Posts

February 22nd, 2023 12:00

Thank you 4 Beryllium.. Just to let you know of the images in your message are showing on my end.  So I don't know if you can see the ones, I have added from the Control Panel for verification. 

To answer your questions in order asked.  Let me know if the added info is useful/relavent or not.

Edition Windows 11 Home
Version 22H2
OS build 22621.1265
Experience Windows Feature Experience Pack 1000.22638.1000.0


Version   10.0.22621 Build 22621

 

System Model       XPS 17 9720

System Type          x64-based PC

System SKU            0AFE

Processor                12th Gen Intel(R) Core(TM) i7-12700H, 2300 Mhz, 14 Core(s), 20 Logical Processor(s)

BIOS Version/Date                Dell Inc. 1.14.0, 12/12/2022

SMBIOS Version   3.4

Embedded Controller Version           255.255

BIOS Mode             UEFI

The SupportAssist app shows that it is version 3.10.3.3 however, when I go to Apps/Installed under Settings it indicates that I have version 3.10.6. Yet when I go through Control Panel/Programs as suggested it gives version to 3.10.3.3. Every time I go to access SA it wants to do an update. I was able to manually run the performance tests and driver update though. Latest being 2/19/23. I will run "Get Drivers and Downloads" and get back to you. In the meantime, I've added info on .Net.

HeyTony_0-1677095935601.png

Microsoft Runtime .Net version is 6.0.9.31619

HeyTony_1-1677096139938.png

Also thank you for the links and support. I'll get back to you soon.

3 Apprentice

 • 

1.2K Posts

February 22nd, 2023 14:00


@HeyTony wrote:

... The SupportAssist app shows that it is version 3.10.3.3 however, when I go to Apps/Installed under Settings it indicates that I have version 3.10.6. Yet when I go through Control Panel/Programs as suggested it gives version to 3.10.3.3....



Hi HeyTony:

I think the images in my previous post should be visible again. Sometimes when I edit a reply in this forum the images are temporarily removed until they are approved by a Forum Moderator.

If you go to Settings | Apps | Apps and Features and search for "SupportAssist" you will find two components for SupportAssist - the main ~ 295 MB program called Dell SupportAssist (which has the same version number as the Dell SupportAssist program listed at Control Panel Programs | Programs and Features) and a smaller ~ 4 MB "helper" program with a different version number called SupportAssist that is an APPx (Windows Application Package) module. If I understand correctly these small APPx modules contain files and credentials required to install and run some Universal Windows Platform (UWP) apps.

If I go to Settings | Apps | Apps and Features on my Win 10 Pro v22H2 laptop it shows I have the latest SupportAssist v3.13.2.14 program installed ...

Win 10 Pro v22H2 Apps and Features Dell SupportAssist v3_13_2_14 22 Feb 2023.png

.. but if I click the "Advanced Options" of the small SupportAssist APPx module it shows I have module v3.13.7.0.

Win 10 Pro v22H2 Apps and Features Dell SupportAssist APPx Module Advanced Options 22 Feb 2023.png

Win 10 Pro v22H2 Apps and Features Dell SupportAssist APPx Module v3_13_7_0 22 Feb 2023.png

If you install the Dell/Alienware Update Windows Universal v4.8.0 application (Dell-Alienware-Update-Windows-Universal-Application_KX4K5_WIN_4.8.0_A00.EXE, rel. 31-Jan-2023) that is listed <here> on the support page for the XPS 17 9720 then you will also see two components  (the main program and a smaller APPx module) for Dell Update at Settings | Apps | Apps and Features.


...Every time I go to access SA it wants to do an update. I was able to manually run the performance tests and driver update though. Latest being 2/19/23. I will run "Get Drivers and Downloads" and get back to you....Microsoft Runtime .Net version is 6.0.9.31619

If you only have SupportAssist v3.10.3.3 (released in August 2021) then your SupportAssist requires an update. Note that SupportAssist v3.11.4.29 (released in June 2022) was the first version of SupportAssist to require a Microsoft.NET Runtime so your old SupportAssist v3.10.3.3 would have run fine without you manually installing MS .NET Runtime v6.0.9. Also note that MS NET Runtime v6.0.9 is outdated now and the next time you run Windows Update it will likely install the latest MS .NET Runtime v6.0.14 (rel. 14-Feb-2023).

When you launch SupportAssist v3.10.3.3 it should automatically self-check for an available update and offer the latest v3.13.2.14 update. You can also go to Options (the gear icon in the top-right corner) | About to see your current version number and run a self-check for an available program update. I'm guessing that's the update that's being automatically offered when you launch SupportAssist.

SupportAssist v3_13_2 About SA Up To Date 08 Feb 2023.png
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64-bit Win 10 Pro v22H2 build 19045.2486 * Firefox v110.0.0 * Microsoft Defender v4.18.2301.6-1.1.200000.2 * Malwarebytes Premium v4.5.22.236-1.0.1915 * Macrium Reflect Free v8.0.7279 * SupportAssist v3.13.2.14 * Dell Update for Windows Universal v4.7.1 * Inspiron 5583/5584 BIOS v1.21.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620


5 Posts

February 22nd, 2023 20:00

Lmacri, thank you for your response.

First, I ran Get Drivers and Downloads; however, after running for a while nothing happened. I then looked at the history and it indicated that nothing was downloaded or updated on the previous “run”.

As you indicated above the SupportAssist automatically self-checks and shows the option window to initiate an update; however, every time I initiate an update, I get this error message:

HeyTony_0-1677124877722.png

 

 

You also indicated that version 3.10.3.3 is from August 2021. This explains why, when I used the SA link to YouTube, it referenced Windows 10 videos not Windows 11. Windows 11 was recently installed.

Edition  Windows 11 Home Installation Date.

Version 22H2

Installed on        ‎12/‎13/‎2022

OS build               22621.1265

 

You indicated that the .Net version on this machine is also out of date. Please note that I did not manually install any version of MS .NET Runtime. I had no idea that I could even do that. The MS .NET Runtime 6.0.9.31619 is the version that, as far as I know, came with the machine. Sorry if I was ambiguous on this issue. I was only referring to one of the solutions on the Dell community that, as part of the steps, recommended going to an older .Net version.

Based on the information that you have given, along with SupportAssist’s own reference to Windows 10 solutions on YouTube, it is obvious that this laptop is an older machine (1 ½ years old or more), initially installed with Windows 10.

It is disappointing to not only find out that I was sold an older machine but a machine that does not seem to be fully compatible with Windows 11.

Where do we go from here? Any help would be appreciated. 

Thank you

3 Apprentice

 • 

1.2K Posts

February 23rd, 2023 06:00

Hi HeyTony:

I would be surprised to learn that your SupportAssist v3.x problems are associated with your Blue Screen errors. SupportAssist is normally disabled on my Inspiron 5584 - it's too buggy and hogs too much RAM and CPU - and I normally use Dell Update for Window Universal v4.x to check for available updates. I'll post more about this later today, but I don't think that getting SupportAssist running should be your top at the moment, especially if you can get the Dell/Alienware Update Windows Universal v4.8.0 application (Dell-Alienware-Update-Windows-Universal-Application_KX4K5_WIN_4.8.0_A00.EXE, rel. 31-Jan-2023) that is listed <here> on the support page for the XPS 17 9720 to run correctly.

Do you recall what your Blue Screen messages say, and what steps have you taken to diagnose your Blue Screens? If you don't want to open an online support ticket with Dell customer support (see my instructions <above>) then here are a few things you could try yourself:

  1. Disable Fast Startup as instructed in Option # 2 in Brinks' ElevenForums tutorial Turn On or Off Fast Startup in Windows 11. The Fast Startup power option ((also known as hybrid boot-up / hybrid shutdown) is enabled by default in Win 10 and Win 11 but it can interfere with the loading of services and drivers of third-party software at boot-up and cause unexpected problems, and Microsoft has acknowledged that Fast Startup can even interfere with Windows Update - see the MS support article Updates May Not Be Installed With Fast Startup in Windows 10.
  2. Ensure your Win 11 Home v22H2 OS is fully patched.  You currently have OS build 22621.1265 installed so I'm guessing the 2023 February Patch Tuesday updates that were released on 14-Feb-2023 are installed and you're already patched.
  3. Run the DISM command Dism /Online /Cleanup-Image /CheckHealth from an elevated command prompt as instructed in the ghacks.net article Use DISM to Fix Issues SFC Can't. If that DISM command doesn't any problems with your Windows component store then run the System File Checker command sfc /scannow to see if SFC can find and correct any issues with your Windows system files (see the image below from my Inspiron 5584, and post back and let us know if either of those commands finds a problem it can't repair).
  4. Make sure your hardware drivers are up-to-date. If a "Get Drivers & Downloads" check in SupportAssist won't run then try the Dell/Alienware Update Windows Universal v4.8.0 recommended for your XPS 17 9720. You can also go to the Overview tab of your XPS 17 9720 support page <here>, enter your unique Service Tag, and then click the blue "Check for Updates" button on the Drivers and Downloads tab <here>. Note that if SupportAssist v3.x isn't working correctly then the update check from your XPS 17 9720 support page will likely fail as well or tell you to install SupportAssist, even if Control Panel | Programs | Programs and Features shows it's already installed.
  5. If all of the above show that your Windows system files are okay and your hardware drivers are up-to-date but you still see Blue Screens then run a free utility like Nirsoft's BlueScreenView or Resplendence's WhoCrashed to interpret and summarize the Bug Check (BC) codes in your recent Windows mini-dump files (assuming your OS is configured to collect mini-dumps). BlueSceenView doesn't list Win 11 as a supported OS but will probably still run okay on your system - see my 28-Jul-2022 instructions for using this utility in Bradp1779's Inspiron 5570 Blue Screen. Free utilities like BlueScreenView and WhoCrashed only list basic details (filename, product name, file description, and file version) of the suspected driver / module that was loaded in the crash stack at the time of the crash so they aren't as accurate as a detailed Windows Debugger (WinDbg) analysis of your full dump files, but I've used BlueScreenView to successfully diagnose BSODs caused by outdated graphics drivers and other hardware drivers on a few systems.
  6. If BlueScreenView and/or WhoCrashed doesn't provide any useful information then post in post in BleepingComputer's free Windows Crashes and Blue Screen of Death (BSOD) Help and Support board and ask to have your dump files analyzed with WinDbg. Posting guidelines are pinned <here> at the top of that board that explains what information to include in your first post.

From my Inspiron 5584 / Win 10 Pro v22H2 laptop, and what you should see if DISM and SFC can't find an issue with your system files:

Win 10 Pro v22H2 Command Prompt DISM CheckHealth SFC No Issues Found 09 Jan 2023.png

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64-bit Win 10 Pro v22H2 build 19045.2486 * Firefox v110.0.0 * Microsoft Defender v4.18.2301.6-1.1.200000.2 * Malwarebytes Premium v4.5.22.236-1.0.1915 * Macrium Reflect Free v8.0.7279 * SupportAssist v3.13.2.14 * Dell Update for Windows Universal v4.7.1 * Inspiron 5583/5584 BIOS v1.22.1
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

3 Apprentice

 • 

1.2K Posts

February 23rd, 2023 07:00

Hi HeyTony:

If the Dell/Alienware Update Windows Universal v4.8.0 application (Dell-Alienware-Update-Windows-Universal-Application_KX4K5_WIN_4.8.0_A00.EXE, rel. 31-Jan-2023) that is listed <here> on the support page for your XPS 17 9720 will not run correctly and your top priority is getting SupportAssist v3.13.2.14 running then see Dell employee DELL-Chris M's instructions for a clean reinstall at SA Uninstall / Reinstall.
___________________________________

As I noted before, I'm not great fan of SupportAssist - it's too buggy, consumes too many system resources, and the "system optimization" scans (Clean Files / Tune Performance / Optimize Network) are too aggressive and have the potential to do more harm than good. For example, see my 12-Jul-2021 post in ex-jedi's Prevent Automatic Recycle Bin Emptying about the over-aggressive registry cleaner associated with the Tune Performance scan of SupportAssist.

I have disabled my Dell SupportAssist and Dell TechHub services so that SupportAssist v3.x can't launch automatically on my Inspiron 5584 at boot-up (see image below), and I've started using Dell Update for Windows Universal v4.x to check for Dell software and driver updates. If I ever need to run a hardware scan I can still run Dell's F12 ePSA (enhanced Pre-boot System Assessment) hardware diagnostics from my BIOS, and WIn 10 / Win 11 have their own built-in hardware diagnostics - for Win 11 go to Start | Settings | System | Troubleshoot | Other Troubleshooters. Note that I've also disabled my Dell SupportAssist Remediation service (also known as Dell SupportAssist OS Recovery / System Repair) and now use Macrium Reflect Free imaging software in case I ever need to perform an emergency recovery, but that's a whole other discussion - see my 28-Jul-2021 post in Desmodus1984's Inspiron 5570 - SupportAssist OS Recovery Tools Downloads But Not Installing. At some point I'll likely go ahead and uninstall both SupportAssist and SupportAssist Remediation.

Win 10 Pro v22H2 Services All Dell Services Three SA Services Disabled 22 Dec 2022.png

 

If you want to continue using SupportAssist v3.x I'd suggest you turn off all background scans at Options (gear icon) | Settings | Automate Scans and Optimizations | Set Your System to Automatically Run Scans and Performance Optimization and just run the occasional "Get Drivers & Downloads" and/or "Scan Hardware" scans manually from the Home tab.

Dell SupportAssist v3_13_0  Settings Automatic Scans Disabled 09 Dec 2022.png

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64-bit Win 10 Pro v22H2 build 19045.2486 * Firefox v110.0.0 * Microsoft Defender v4.18.2301.6-1.1.200000.2 * Malwarebytes Premium v4.5.22.236-1.0.1915 * Macrium Reflect Free v8.0.7279 * SupportAssist v3.13.2.14 * Dell Update for Windows Universal v4.7.1 * Inspiron 5583/5584 BIOS v1.22.1
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

5 Posts

February 24th, 2023 18:00

 

to: 4 Beryllium,

First, I would like to thank you for the extra ordinary effort that you have made to help me in resolving the issues with this new laptop.

Yesterday, because of your recommendations, I went back to Costco Concierge Support and spent what turned out to be a 3-hour marathon, starting with going into the BIOS to complete a hardware scan.

Of the 29 drivers/files that were downed and installed there was one fix that allowed SupportAssist to finally be updated to version 3.13.2.14. 

Dell SupportAssist OS Recovery Plugin for Dell Update with a release date of January 25th 2023

This turned out to be important because, the Dell Support site for “Drivers and Downloads” interacted with SupportAssist in downloading of the drivers. 

Hopefully, this will resolve the issues around the blue screen. I will wait for a few days before I declare the problem fully resolved.

I will also investigate some of the other programs and applications that you included in your response.

Again, Thank you.

HeyTony

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