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February 3rd, 2024 18:08

Buggy support assist, new version 4.0

Support assist updated to version 4.0 recently with a new interface and are just been buggy every since. It makes my Alienware 17r3 stutters and freeze for a brief second every 15 minutes. Only way to eliminate the problem is to set every SA related tasks to manual in task manager so the processes don't start automatically at startup. If I want to run SA I manual start the tasks SupportAssist and Dell Techub. Not ideal but works for now until dell fixes it. If they do that is.

Have you experienced any problems with the new version of Support Assist?

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2 Posts

February 3rd, 2024 21:15

SupportAssist update problem.

SupportAssist will not update to 4.0. I get as far as "We're preparing SupportAssist to help you keep your PC running at its best." The 'spinning wheel' keeps spinning endlessly. I have Windows 10, fully updated. Cache/cookies cleared. Did a restart. Apps and Features shows 4.0.0.51819. Should I uninstall and then reinstall? Any suggestions would be appreciated.

February 3rd, 2024 21:37

@xpsman79​ i got the same issue ... 

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1.2K Posts

February 4th, 2024 16:46

Hi xpsman79:

Just an FYI that release notes (with a list of Known Issues) and a user guide for the latest SupportAssist v4.0 have been posted at https://www.dell.com/support/home/en-us/product-support/product/dell-supportassist-pcs-tablets/docs.

If you see an error message during the update to v4.0 that SupportAssist page now has a link to the 29-Jan-2024 support article Error Code Received During Installation of SupportAssist Version 4.0 or Above.

Please note that I uninstalled SupportAssist v3.x and all other SupportAssist-related from my Inspiron 5584 almost a year ago because SupportAssist and Dell SupportAssist OS Recovery v5.5.x (a.k.a. Dell SupportAssist Remediation) were too buggy and hogged too many system resources - see my 22-Mar-2023 post in my topic Dell SupportAssist OS Recovery Plugin for Dell Update Rolled Back to v5.5.4.16189.  I now use Dell Update for Windows Universal v5.x to check for available Dell software and driver updates, ePSA (enhanced Pre-boot System Assessment) for Dell hardware diagnostics, and Macrium Reflect Free v8.0 disk imaging software (out of support but still fully functional as of Jan 2024) for creating full disk images in case I ever have to perform an emergency recovery of my system.
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Dell Inspiron 5584 * 64-bit Win 10 Pro v22H2 build 19045.3930 * Firefox v122.0.0 * Microsoft Defender v4.18.23110.3-1.1.23110.2 * Malwarebytes Premium v4.6.8.311-1.0.2249 * Macrium Reflect Free v8.0.7783 * Dell Update for Windows Universal v5.1.0 * My Dell v2.2.6.0

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21 Posts

February 4th, 2024 20:38

Hello, I installed Supportassist v4 on 3 PC'S yesterday.  The program opens but takes much longer to run than the previous version 3.14. I noticed several error messages in Reliability Monitor- "SupportassistSoftwareDiags.exe Stopped Working". This is probably why it is taking longer to finish.  This happens on all updated machines.  I'm thinking about parking Support Assist and just using Dell Update to check. I'm not sure things like System Repair  etc still work if Supportassist is uninstalled or indeed if I would need this? I use Macrium Reflect as backup. Any advice would be appreciated. 

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February 5th, 2024 15:46

... I'm thinking about parking Support Assist and just using Dell Update to check. I'm not sure things like System Repair  etc still work if Supportassist is uninstalled or indeed if I would need this? I use Macrium Reflect as backup. Any advice would be appreciated

Hi @Mitch1924 :

I don't want to take this thread by ThomasAAT off-topic by discussing the merits of Dell SupportAssist OS Recovery v5.5.7.x (also called Dell SupportAssist Remediation and/or System Repair) versus Macrium Reflect v8.x so I'll send you some feedback via a Direct Message.  If anyone is interested why I uninstalled Dell SupportAssist OS Recovery from my Inspiron 5584 then see my 25-Jan-2024 post in Susan Bradley's KB5034441 has led us astray, in a horrible way in the AskWoody forum for details about the buggy behaviour of this software.
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Dell Inspiron 5584 * 64-bit Win 10 Pro v22H2 build 19045.3930 * Firefox v122.0.0 * Microsoft Defender v4.18.23110.3-1.1.23110.2 * Malwarebytes Premium v4.6.8.311-1.0.2249 * Macrium Reflect Free v8.0.7783 * Dell Update for Windows Universal v5.1.0 * My Dell v2.2.6.0

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98 Posts

February 12th, 2024 00:58

Hi @ThomasAAT,

SupportAssist automatically upgraded to 4.0.9 on my Inspiron 5482 on Feb 4.  But, on my Inspiron 7569 (an older laptop that I more frequently use), a dialog box appeared on Feb 5 asking me if I wanted to upgrade.  As a matter of fact, that’s how I knew that I should check the 5482.  I am running Windows 10/Pro, 22H2, x64 with BitLocker turned off.

I have SupportAssist System Repair enabled (and therefore have Dell SupportAssist Remediation, now v5.5.10.19019). And it’s worked well for me on the very few occasions that I have gotten a BSOD or some difficulty booting up.  The only problem that I have encountered so far with the new version 4.0.9 (after figuring out how to use the new GUI) is that new Repair Points were not being set.  On the 5482, the same old repair points kept showing up through Feb 11 – no new ones beyond Feb 4.  On the 7569, for a week after the new SA, I got a message that no repair points were available and that the system was being analyzed.  (You can see the repair points that have been set [or the ‘not available’ message by going to Control Panel | SupportAssist OS Recovery, the click on the OKAY, if it’s on the screen, and then click on Settings’.  The list will sometimes be a duplicate listing, but this has been going on for a long time; getting the list again will give you a single listing.

But, I had not yet installed the January patches.  After I installed these on Feb 11 (all but KB5034441), newer repair points started to appear.  On the 5482, they picked up where they left off.  On the 7569, there was only one repair point listed, with the date of Feb 11. I’m fairly confident that the list will contain newer dates as time progresses.

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1 Message

February 14th, 2024 22:39

The Support Assist app on my Dell XPS 9520 updated itself sometime the latter half of the week of February 5th; I was out of town and had a different computer with me, so I'm, not sure exactly when it happened. However, on my return, I restarted the computer and found it was taking about five times as long to boot to a usable desktop. When I tried to run Support Assist, I noticed that it was the newer version, and it too took exceptionally long to start. When I tried running the diagnostic tools, they all failed to run. I then left the computer for about 20 minutes, and when I returned it had spontaneously rebooted into a Dell screen titled "HTTP(s) Boot".

I couldn't do anything from that screen, and ended up having to restart my computer, which again was starting much slower than normal. But after the reboot, the HTTP(s) error began to repeat itself every 20-30 minutes, so my computer was essentially impossible to use.

I initially did a check of the hardware, etc. without booting into Windows, and it came up OK. I then tried running several repairs at the suggestion of Dell Support, none of which worked, and I finally ended up running a full reset, wiping everything from the machine and starting over.

However, when I was restoring the software to the reset machine, I decided to install Support Assist, as I had no idea it was the problem. It only took a short time to find out that it WAS the problem, however, as the spontaneous reboot into the HTTP(s) Boot screen came back in only 20 minutes or so. I then had to do yet another reset, this time taking care not to install the garbage that is this latest version of Support Assist.

After many painstaking hours of reloading software, my computer is now working as expected. However, I would encourage any user to steer clear of Support Assist, as it basically cost me a couple of days in getting my machine back up and running.

<Private data removed from public view. DELL-Admin>

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1.2K Posts

February 17th, 2024 15:57

Hello, I installed Supportassist v4 on 3 PC'S yesterday.  The program opens but takes much longer to run than the previous version 3.14. I noticed several error messages in Reliability Monitor- "SupportassistSoftwareDiags.exe Stopped Working". This is probably why it is taking longer to finish ....

Hi @Mitch1924 :

What is the Windows operating system [open a Run dialog box (Windows key + R) and enter winver to find the version and OS build] and Dell computer model of the computer(s) that are displaying these SupportAssist v4.0.x errors in the Reliability Monitor?

If you don't want to try a clean reinstall of SupportAssist clean reinstall as instructed in the support article SupportAssist for PCs and Tablets Clean Uninstall and Reinstall (companion video at https://www.youtube.com/watch?v=oOkgM3JUpHM) then make sure that all six Dell services listed in that support article, including the Dell Client Management Service and Dell TechHub service, have a Status of "Running" at Start | Windows Administrative Tools | Services.

If you haven't already done so, I'd also suggest you disable Fast Startup as instructed in Option # 2 of Brink’s ElevenForums tutorial How to Turn On or Off Fast Startup (see similar instructions <here> in TenForums for Win 10) and then re-boot a few times to ensure the setting change takes effect. 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 sometimes interfere with the loading and initialization of drivers and services at boot-up and cause all sorts of unexpected glitches and problems with a variety of software programs. If you have disabled Fast Startup in the past just make sure it's still turned off since Windows Updates can occasionally re-enable this setting.

If your Dell service warranty has not expired and you cannot start a support ticket from the Support tab of your SupportAssist interface just note that you can start an online support request at https://www.dell.com/support/incidents-online/en-us/contactus - see the instructions at How to Create a Support Request Online for Your Eligible, In-warranty Dell Product.  If you wish you can also start a live chat session with DELL-Cares (click the blue Get Help Now button that appears in the bottom right corner of every page of this Dell forum) or send DELL-Cares a direct message from their profile page as instructed in How to Send DELL-Cares a Direct (Private) Message, but I personally found that the support I received from DELL-Cares when my Inspiron 5584 was still under warranty was next to useless.
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Dell Inspiron 5584 * 64-bit Win 10 Pro v22H2 build 19045.4046 * Firefox v122.0.1 * Microsoft Defender v4.18.23110.3-1.1.24010.10 * Malwarebytes Premium v4.6.8.311-1.0.2259 * Macrium Reflect Free v8.0.7783 * * Dell Update for Windows Universal v5.1.0 * My Dell v2.2.6.0

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1 Message

March 5th, 2024 21:37

@xpsman79​ I am getting the same thing and can't ever get it to launch

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12 Posts

March 9th, 2024 03:44

Event logs are loaded with: "Faulting application name: Dell.SupportAssist.Client.UIHelper.exe, version: 4.0.0.51819"

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4 Posts

March 9th, 2024 21:40

Support assist hasn't worked since it updated on my Dell 9520. I think the update was in the last quarter of 2023. If it finds software updates and I try to install, it just runs forever. Never actually insall the update(s). 

I run Windows 11 Pro. So it's pretty much useless. I can't understand why an update gets out with so many bugs. 

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1 Message

March 11th, 2024 18:29

My DELL XPS 8500 also not working! What do I do?

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1 Message

March 21st, 2024 10:03

SupportAssist 4.0 works on 2 of my PCs, one of these is even more than 5 years old (Windows 10), but not my most recent XPS 17. 

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5 Posts

March 21st, 2024 12:45

Have the same issue as xpsman79. "We're preparing SupportAssist to help you keep your PC running at its best." The 'spinning wheel' keeps spinning endlessly.

Seems like they might know about some issues as they do know if you uninstall and go to the website to reinstall you can only reinstall Version 3.14.2  You can find that info here. 

Wrong Version of SupportAssist for Home PCs is Installed | Dell UK

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1.2K Posts

March 21st, 2024 13:01

SupportAssist 4.0 works on 2 of my PCs, one of these is even more than 5 years old (Windows 10), but not my most recent XPS 17

Hi @Vivendi1619 :

What is the full model of your new XPS machine (e.g., XPS 17 9730, etc.), the Windows operating system [please include the edition (Home, Pro, etc.), version and OS build number shown at Settings | System | About | Windows Specifications] and BIOS version?  To find your current BIOS version open a Run dialog box (Windows key + R), enter msinfo32 to open your System Information, and look for the field named "BIOS Version / Date" in the summary.

If you check at Control Panel | Programs | Programs and Features is the Microsoft Windows Desktop Runtime v6.0 *** (currently v6.0.28 as of 12-Feb-2024) installed on this problem XPS machine?  This is a new system requirement for SupportAssist v4.0.x. The latest release notes and user guide for SupportAssist are posted at https://www.dell.com/support/home/en-us/product-support/product/dell-supportassist-pcs-tablets/docs and the minimum system requirements for SupportAssist v4.0.x are posted <here> in the release notes.
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*** Note that the previous SupportAssist v3.14.x required the Microsoft .NET Runtime v6.0 that is used to run console apps. SupportAssist v4.0.x now requires the larger Microsoft Windows Desktop Runtime v6.0, which is a different edition of the .NET Runtime v6.0 (see the download page at https://dotnet.microsoft.com/en-us/download/dotnet/6.0/runtime) that includes additional files required to run desktop apps.

I don't use SupportAssist on my Inspiron 5584 but I assume the installer for SupportAssist v4.0.x should automatically download and install the Microsoft Windows Desktop Runtime v6.0 if that Windows Desktop Runtime is missing from your system.
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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.4170 * Firefox v124.0.0 * Microsoft Defender v4.18.24020.7-1.1.24020.9 * Malwarebytes Premium v4.6.10.316-1.0.2286 * Macrium Reflect Free v8.0.7783 * Dell Inspiron 5583/5584 BIOS v1.22.1 * Dell Update for Windows Universal v5.2.0 * My Dell v2.2.6.0

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