Start a Conversation

Solved!

Go to Solution

1 Rookie

 • 

1 Message

979

February 10th, 2024 17:38

isHighlyActiveTopic

Dell Support Assist won't log in.

XPS 8960

XPS 8960

I have installed the latest version of Dell Support Assist (4.0.0.51819) and it runs fine, but I cannot sign in. Logging in with my Dell account consistently prompts "We are working on signing you in" then fails with the error "We ran into a problem. Something went wrong and we couldn't load your contact information. Would you like to try again?"

1 Message

February 18th, 2024 07:25

I've been chatting with Manohara on the SupportAssist chat. I've done all of the above including a "clean uninstall" and reinstall as Manohara suggested. Still can't sign in to the app even though I can run the typical scans and see my history. Dell needs to fix this!!

1 Message

February 18th, 2024 17:36

Same issue for me too

1 Rookie

 • 

2 Posts

February 18th, 2024 22:22

Ditto but with "we are signing you in" which just stays until closing the app:

1 Message

February 21st, 2024 00:20

I spend about an hour on the phone with tech support at the end of which they could not solve it. Told me maybe it was just a server problem and to just keep trying. I can run it tho, I just can't sign in.

1 Rookie

 • 

8 Posts

February 21st, 2024 14:13

@DELL-Jesse L​ has this been escalated to engineers?

This is clearly a problem that persists for many users, and does not seem to be a server issue that will fix itself by trying to log in again and again. The error message keeps poping up every single time a login is attempted. 

Before updating to the latest SupportAssist version there was no issue with logging in. Now there is, so it is probably a problem with the software. Is there an update on the fix status that you can share?

1 Rookie

 • 

1 Message

February 21st, 2024 15:56

I have the same problem, and started 2 or 3 revisions of SupportAssist, ago.  I get the same dialog as noted above.  It must be canceled.  I'm on a Dell 7820 Desktop, dual processor, blown high-end CAD-computing computer, purchased directly from Dell.  I have confirmed that my login name and password are correct by logging into Dell.com, and I see this computer in my list of systems, with an active warranty. Being in the software industry, and developing things like this, (password authentication and redirects...) this is a pretty simple fix where a callback is not being authenticated and sent properly.  PLEASE put someone on this that has some level of knowledge about these security systems.  the Dell Mods that responded above about "reinstall" and try again are not being helpful.  Login failures are a level 1 priority bug, and need to be treated as such.  ALL the downstream information collected by Dell is filtered and now worthless, when users can't use the tools Dell has supplied.  The CMO and Marketing department should be pulling the fire alarm about this..., not to mention the goodwill and desire to do things right by the software engineers.  Make no mistake, SupportAssist, is primarily a Marketing Department initiative - with a technical customer benefit. It's primary use is to build brand attachment, and brand loyalty, as well as customer satisfaction..., when it doesn't work, that's a Marketing problem that needs more attention.

2 Posts

February 23rd, 2024 07:21

Same issue here with SupportAssist login

1 Rookie

 • 

8 Posts

February 25th, 2024 00:36

Is there anyone at Dell even tracking this? @DELL-Jesse L​ recommended using the latest version a while back. That recommendation did not work. I guess Dell does not care for customers.

19 Posts

February 25th, 2024 02:00

When will Dell realize there is something wrong with the new SupportAssist?

1 Message

February 25th, 2024 10:38

Thought I was the only one going crazy with the log in not working.

Clearly there is a bug in the Support Assist App.

@DELL-Jesse L Please, how soon can you get the Product/Engineering Team on this issue?

2 Posts

March 1st, 2024 10:13

Just came back a week after posting this issue myself, hoping for a fix. I still have the problem. Where is Dell? It would be good to know it is at least being worked on... 

1 Rookie

 • 

8 Posts

March 5th, 2024 16:32

Hi Everyone, I uninstalled SupportAssist using Windows Add or Remove Programs. I downloaded the Support assist from this Dell site and reinstalled. It seems to have installed the older version look to my device and I was able to login.

https://www.dell.com/support/contents/en-us/article/product-support/self-support-knowledgebase/software-and-downloads/support-assist/supportassist-for-home

Hope this helps since Dell couldn't find the decency to respond to customers.

1 Rookie

 • 

1 Message

March 5th, 2024 21:12

I uninstalled and reinstalled SupportAssist -- twice -- but while both downloaded SupportAssist Installer files say they are version 4.3.0.52594,  they actually install the older Version: 3.14.2.45116.

1 Message

March 13th, 2024 04:54

Same exact issue as everyone else as of 3/12/24. Been having this issue for weeks. Uninstalled and reinstalled the newest version of SupportAssist three times.  Do better Dell.

1 Message

March 18th, 2024 15:41

Same. This laptop was far too expensive for all the issues. Nothing will fix this

No Events found!

Top