SA, can't get past loading PC Optimization Tools screen

@Lorimand

My issue was what I try to boot to support assist from F12 boot menu. 

@Anonymous 

Why are you initializing it from a boot prompt, if I might ask?

@Citizen_MM 

I'm glad you did find your fix, though. And yes, they truly are working on it. I found that good to know.

@Citizen_MM

Thank you for your helpful message. I also turned both of them off and it works. Hope Dell finds the bug and fix it in the next Version!

Best regards

CoreTekk

I just got mine to work from a command prompt. Follow the directions from this page and see if it works for you:

https://answers.microsoft.com/en-us/windows/forum/all/dell-support-assist-app-temporary-fix/cd768011-50d9-4661-b4d9-7b4744202e68?fbclid=IwAR1E_0jc2lLEZ2V4_LbPLHF6LF-5PTRzZTwdjbIf-jAIh1eme-72HYh_Uf0 

@Lorimand

That is the way it was meant to be used. I just want it to work both ways even though I have a USB recovery that works the same way. 

I may not be able to hunt down the USB or something may happen to the USB they have been known to die. 

I know I made some people upset when they say just to download the ISO from Microsoft. And I know how to do all that. I just want to do it with the Dell recovery. Thanks

your solution doesn't work

executing  "supportassistui.exe" stops immediately

@JanPutBe 

Sorry it didn't work for you. It wasn't MY solution, though. I just found it and it worked for me. Just make sure you copied the command exactly. It's very hard to figure out where the spaces go.

I tried to paste my line in here but it gets an "access denied" error. So I will paste it below in a picture. Maybe it will be easier to see. Click on the below and it will enlarge.

We’ve seen some new launch issues come in since v3.4.5.366 and we’ve been working with the dev team.  Each case seems to be different but there are fixes coming in v3.5 schedule next week or early May and in v3.6 in June. You can possibly verify if your system is having these issues with some steps below. 

For example, if you check the SupportAssistAgent.log under C:\ProgramData\SupportAssist\Client\Agent\logs\ApplicationLogs\

I’d recommend going to the end of the log file and search backwards.  Search for the word ERROR, match the case. 

If you see an error like “ERROR SecureSuperWebSocket - Session:”, the resolved fix it targeted for v3.5 early May.

If you see namepipe type of issues this is targeted for v3.6 June 2020

ERROR Dell.Services.SupportAssist.CommonUtilities.Communication.CommunicationPipeSignatureVerifier - Exception occured while verifying namepipe client Certificate : Cannot access a closed pipe.

ERROR Dell.Services.SupportAssist.CommonUtilities.Communication.CommunicationPipeServer - Exception occured while stopping pipe server Object reference not set to an instance of an object.

ERROR Dell.Services.SupportAssist.CommonUtilities.Communication.CommunicationPipeServer - Failed to start namepipe server: Access to the path is denied.

ERROR Dell.Services.SupportAssist.CommonUtilities.Communication.CommunicationPipeServer - Exception occured while sending message to client: Pipe is broken.

I do not know if this covers all scenarios just trying to give some feedback that we are working with the dev team. 

I’ve also seen some talk about opening SA via a command prompt.  These are the steps but this doesn’t resolve the above issues to my knowledge.  It could resolve launch issues if the appx version for SA isn’t installed correctly.

Open a cmd prompt as Administrator, navigate to the appropriate SupportAssist install path bin folder (example: “C:\Program Files\Dell\SupportAssistAgent\bin”) and execute command without quotes “SupportAssistUI.exe Launch”

@jbilinski 

Thank you for this reply. I have been working with someone from Dell about this issue. He has examined my logs and I believe that this new release is going to be the answer to mine and others' problems. I look forward to its release.

I appreciate the time he is taking to work with me to resolve this issue. I also appreciate that Dell is truly working on resolving these issues for its users who consider SupportAssist's role in keeping our laptops running well.

Dear Sir

i tried. The program start but also stops immediately without and error message

I launch the program in a command window with administrator rights

greetings

Jan

@CTG_8273 @Citizen_MM 

Citizen MM, I tried that and it didn't work for me. 

But so both of you, and anyone else following along, know, I have been working with someone from Dell and there is a new version that will be launched in May that addresses these issues. So they are trying, and they definitely are working on coming up with a fix.

So hang tight. I truly believe help is on the horizon.

===================================================================================

@Lorimand

Is this the new version? It shows in notifications. 

SupportAssist Update Plugin Application
The Dell Update - SupportAssist Update Plugin works in conjunction with the Dell Update application to keep your systems recovery environment up to date with the latest version of SupportAssist OS Recovery. SupportAssist OS Recovery is a powerful recovery tool designed to help you diagnosis, fix or recover your system when you are experiencing issues. The operating system will provide you a kiosk-style application for easy interaction that will guide you through various options to correct your systems issue. This operating system will automatically engage on system boot failures. In addition, SupportAssist OS Recovery can be selected manually during boot by pressing F12 to call the one time boot and choosing the "SupporAssist OS Recovery" option.
Version: 5.1.0.11858
Category: Application
Release Date: April 16, 2020
Last Updated: NA
Importance: Recommended
File Format: Update Package for Microsoft Windows
File Name: SupportAssist-Update-Plugin-Application_5K3C0_WIN_5.1.0.11858_A00.EXE
File Size: 13.62 MB

@JanPutBe 

I am a female, if you were directing that last comment to me. My first name is Lori. 

@ctg 

I really don't know. I'm not in on that. All I know is that my SA is v 3.4.5.

It is supposed to be offered, if I'm not mistaken, this coming week. Fingers crossed.

@Penybont 

I'm so happy for you! And you're so welcome. I owe a lot of the help I got to the Dell tech who has helped me out. Just paying it forward. Enjoy!