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December 3rd, 2022 14:00

Dell Support Assist Remediation

XPS 8950

XPS 8950

Hello,

I have a brand new replacement XPS 8950, as the first one had TONS of software issues and glitches.  I have booted into Windows 11, and I have removed McAfee.  I made an image of the C: drive before any of the dell updates or windows updates installed using Macrium Reflect 8.  After booting back up from Macrium Rescue Environment, I started receiving errors from WIndows 11 stating my drive had errors and it repaired them.  So then I chatted with Dell Support, and they remote assisted my  pc, and apparently tried to restore to a previous restore point, which failed.  Now my PC has some strange behavior going on.  

This afternoon I had Dell Support Assist version 3.13 on my PC.  It worked and ran fine.  After a windows update, my pc restarted, and now Support Assist is version 3.12.5, and it hangs at the startup screen and won't load at all.  Also, my windows 11 start screen changed from my current image to the one that came installed with the pc (I assume it is some kind of Dell start screen).  These changes were made to my PC without my permission or even a notification to me.  That is bothersome.  

 

My question is this:  Is this all a function of Dell Support Assist and Dell SA Remediation resetting or changing my PC settings?  If not, what do you think it could be?  

 

 

Edited to add:  My chat with Dell Support told me that the latest version of SA was 3.12.5.  Said I  could not have version 3.13.0 on my machine.  SA is indeed 3.13.0.pngI linked him the 3.13.0 site.  Dell Support is not very helpful (even causing more problems than the user has when contacting them).  Same with all dell software.   I'm about to format this machine and go clean install of Windows 11.  What a mess.

8 Wizard

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17K Posts

December 3rd, 2022 20:00


@Outlaw Wales wrote:

 

1. I have a brand new replacement XPS 8950, as the first one had TONS of software issues and glitches. 

2. I have booted into Windows 11,

3. and I have removed McAfee. 

4. I made an image of the C: drive before any of the dell updates or windows updates installed using Macrium Reflect 8.  After booting back up from Macrium Rescue Environment, I started receiving errors from WIndows 11 stating my drive had errors and it repaired them.  So then I chatted with Dell Support, and they remote assisted my  pc, and apparently tried to restore to a previous restore point, which failed.  Now my PC has some strange behavior going on.  

 


1. OK

2. You did the First Time Setup ... still ok.

3. Sounds fine so far. After done with that step, I usually make sure Microsoft Security Center has taken over all duties.

4. So, sounds like you used F12 (on boot) to access the Dell One-Time-Boot-Menu and choose to create a backup from the Macrium Rescue Drive Environment ... instead of just installing Macrium Reflect 8 inside Windows-11. That is how I would have done it. Normally, I only use the Rescue Flash Drive for restores.

However, I have heard of people doing what you did. I think it is sometimes done to create a forensic image of a system.

I haven't had to use a Macrium Rescue Drive in some time (as that would mean there has been some catastrophe) but I do create them and test that they work. I've never seen one mess-up one of my systems. 

Finally, it should not have modified the disk in any way (that is sorta the point of things done outside Windows). Maybe you did something else (while it was running) other than just creating an Image File-Set?

Also, any time the Rescue Disk is used, you always shut-down Windows normally first. Only insert/remove the Rescue disk while the power if off, or with a proper Insert/Eject procedure inside Windows.

I can't really comment on recent Support Assist on Windows-11 as I don't use it (and haven't for many years). I also don't use Dell/Alienware Update or any of the other Dell programs. I also don't use any of their drivers website Wizards (I just download files from support.dell.com). But I see that @RoHe  did post to address some of those issues.

10 Elder

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43.7K Posts

December 3rd, 2022 16:00

Just uninstall Dell SupportAssist, Dell Update, SupportAssist Remediation Service etc on the Windows Add/Remove screen.

Or, if you still want SupportAssist v3.13, download/install it from here.

SupportAssist that came installed on this new laptop (not sure what version of SupportAssist) wouldn't run either and seems to have been an issue with Microsoft's .Net Framework. I downloaded v3.13 and it's working...so far...

1 Rookie

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25 Posts

December 3rd, 2022 19:00

If I uninstall all of the above, then reinstall 3.13 from your link, I should expect it to install the remediation part as well?  I would think so but I’ll find out.  

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