support assist reports no internet

Question

support assist won't check for software updates. it says 'can't reach the internet'. I run the 'let's get you back online' link, but that changes nothing. I have uninstalled and reinstalled several times, restarting the machine each time. I have been able to check for updates once after reinstall, but then it goes back to the error.  I think it started after an update of support assist.

DELL-Nat M · Answer

Hi everyone,

The latest SupportAssist release includes a fix for the alert: “We can’t reach the internet right now. Let’s get you back online.”

Please update SupportAssist to the newest version and let us know if it resolves the issue.

SupportAssist for Home PCs

lmacri · Answer

Hi grapeview:

See employee DELL-ChrisM2's topic SupportAssist 4.10.1, can't reach the internet right now that is pinned at the top of this SupportAssist for PCs forum. The display of the "can't reach the internet" message is a known issue for Windows 10 users and this bug should be fixed in the upcoming SupportAssist v4.10.5 (scheduled for release in November 2025).

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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.6456 * Firefox v144.0.0 * Microsoft Defender v4.18.25090.3009-1.1.25090.3001 * Malwarebytes Premium v5.4.2.217-143.0.5407 * Macrium Reflect Free v8.0.7783 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0

David12846 · Answer

So SupportAssist will be updated from the buggy v4.10.1 to v4.10.5 in November, but how do we get this update when we can NOT select 'Check for Updates' in SupportAssist?

lmacri · Answer

how do we get this update when we can NOT select 'Check for Updates' in SupportAssist? Hi David12846: You can download the latest available installer for SupportAssist v4.x at either the SupportAssist for Home PCs download page or from the direct download link at https://downloads.dell.com/serviceability/catalog/SupportAssistinstaller.exe. Unfortunately, both download links are currently offering SupportAssistInstaller.exe v4.10.1.42635 so it looks like SupportAssist v4.10.5 has not been released as of today. I'd suggest you follow ner0's 07-Oct-2025 Latest SupportAssist v4.10.1 - We can't reach the internet right now and/or Master VB Guru's 09-Oct-2025 Dell SupportAssist 4.10.0 Bug When Connected via Ethernet since these seem to be the two topics where employee DELL-Nat M is posting feedback about this bug. I'm hoping DELL-Nat M will eventually provide instructions in those topics on how to perform a a clean reinstall of SupportAssist v4.10.5 (see her 16-May-2025 post ) once the updated installer is released. ______________________________________ Just FYI, I uninstalled all SupportAssist-related programs from my Inspiron 5584 after my service warranty expired - they were too buggy, consumed too much RAM and CPU, and the 'system optimization' scans in SupportAssist (Clean Files / Tune Performance / Optimize Network) were too aggressive and had the potential to do more harm than good. For example, see my 12-Jul-2021 posts in ex-jedi's Prevent Automatic Recycle Bin Emptying about the over-aggressive registry cleaner included with the Tune Performance scan (now called Boost Performance in SupportAssist v4.x). See my 08-Feb-2025 post in ygil's BSOD Issues After Windows Updates for further details on the steps I took to replace most of the functionality of these buggy programs. -----------Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.6575 * Firefox v145.0.0 * Microsoft Defender v4.18.25090.3009-1.1.25100.9002 * Malwarebytes Premium v5.4.4.225-145.0.5428 * Macrium Reflect Free v8.0.7783 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0

grapeview · Answer

@lmacri​ so, November is almost over, is the update real or 'fake news'?

lmacri · Answer

November is almost over, is the update real or "fake news"?

Hi grapeview:

The support article at SupportAssist 4.10.1 Showing Invalid Message: We can’t reach the internet right now still says that "the issue is resolved with our upcoming release version 4.10.5 scheduled for November 2025". I'm not a Dell employee so I have no way of knowing if the release of SupportAssist v4.10.5 is going to be delayed beyond the end of November.
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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.6575 * Firefox v145.0.2 * Microsoft Defender v4.18.25100.9008-1.1.25100.9002 * Malwarebytes Premium v5.4.4.225-145.0.5428 * Macrium Reflect Free v8.0.7783 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0

J. Dennis · Answer

Dell's update, 'To resolve the issue, see the following article to upgrade your computer to Windows 11,' suggests that Dell will not correct their mistake for W10 users.

lmacri · Answer

... suggests that Dell will not correct their mistake for W10 users.  Hi J. Dennis: No, Win 10 users will eventually receive a bug fix when SupportAssist v4.10.5 or (or higher?) is released.*** From the support article SupportAssist 4.10.1 Showing Invalid Message: We can’t reach the internet right now : The issue occurs in Windows 10. To resolve the issue, see the following article to upgrade your computer to Windows 11: Windows 11 Upgrade Walk-through for Dell Computers If your computer is not eligible for upgrade or your IT team manage your computer, then the issue is resolved with our upcoming release version 4.10.5 scheduled for November 2025.  Since this bug only affects Win 10 computers you have the choice of immediately upgrading to Win 11 (assuming your computer meets the minimum system requirements for Windows 11) to fix the problem OR just waiting for the bug fix that will be included with upcoming SupportAssist 4.10.5 release.________________________________ *** NOTE: I checked today and the direct download link for the SupportAssist installer at https://downloads.dell.com/serviceability/catalog/SupportAssistinstaller.exe is currently offering an updated v4.10.6.481716 of SupportAssistInstaller.exe . However, I haven't seen an official announcement from Dell yet and I don't know if this installer would install a new SupportAssist version that includes the bug fix for this internet connection problem . -----------Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.6575 * Firefox v145.0.2 * Microsoft Defender v4.18.25100.9008-1.1.25100.9002 * Malwarebytes Premium v5.4.4.225-145.0.5428 * Macrium Reflect Free v8.0.7783 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0

biterman · Answer

@lmacri​ Just to let everyone know, I have cleaned supportassist 4.10.1 completely 3 times using revo,windows,ccleaner and windows search to delete everything. I have installed 4.10.6 all three time and the version it installs is 4.10.1 everytime. It checks for updates once then doesn't work after that. I hope this helps answer any questions for the windows 10 users.

lmacri · Answer

Hi grapeview:

Windows 10 users posting in gcraig0001's 02-Dec-2025 topic SupportAssist 4.10.1 will not update using Dell Update Package for version 4.10.5 or 6, Windows 10 are now reporting that SupportAssist v4.10.6 has been released and seems to solve their "can't reach the internet" problem when checking for available updates.
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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.6575 * Firefox v145.0.2 * Microsoft Defender v4.18.25100.9008-1.1.25100.9002 * Malwarebytes Premium v5.4.5.226-146.0.5441 * Macrium Reflect Free v8.0.7783 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0

lmacri · Answer

The latest SupportAssist release includes a fix for the alert: “We can’t reach the internet right now. Let’s get you back online.” Please update SupportAssist to the newest version and let us know if it resolves the issue.

Hi DELL-Nat M:

What is the version number of the latest SupportAssist release as of 14-Jan-2026?

The home page at SupportAssist for Home PCs and the direct download link at https://downloads.dell.com/serviceability/catalog/SupportAssistinstaller.exe are still currently offering SupportAssistInstaller.exe v4.10.6.48716 (rel. 05-Dec-2025).

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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.6691 * Firefox v147.0.0 * Microsoft Defender v4.18.25110.6-1.1.25110.1 * Malwarebytes Standard v5.4.6.227-147.0.5453 * Macrium Reflect Free v8.0.7783 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0

David12846 · Answer

I probably should start a new post, but logging into Dell has been a nightmare. Since my new problem might be a continuation of the problem as described above (SupportAssist 4.10.1 can't reach the internet...), I'll post here.

Eventually I was able to update SupportAssist to Version 4.10.6. I ran SupportAssist a few times. Now when I run SupportAssist, none of the important text is displayed on the SupportAssist screen. Below is a screenshot of part of the screen. I'm tech savvy, but getting Version 4.10.6 to install was no fun especially having to find files elsewhere that needed to be deleted and services to stop and re-start. Is there an easy fix for the problem I'm having?

(XPS8940 - Windows 10 Pro - 22H2 - OS Build 19045.6809)

lmacri · Answer

Eventually I was able to update SupportAssist to Version 4.10.6. I ran SupportAssist a few times. Now when I run SupportAssist, none of the important text is displayed on the SupportAssist screen. Hi David12846: Has the service warranty for your XPS 8940 expired yet? I removed Dell SupportAssist from my Inspiron 5584 because it was too buggy and consumed too much RAM and CPU (see my 08-Feb-2025 post in ygil's BSOD Issues After Windows Updates) but here are two suggestions. First, restart your computer (i.e., Start | Power icon | Restart) and check your SupportAssist version at Control Panel | Programs | Programs and Features. I downloaded a fresh copy of SupportAssistinstaller.exe from the direct download link at https://downloads.dell.com/serviceability/catalog/SupportAssistinstaller.exe and noticed the current file version of the offline installer has recently changed to v4.10.7.01742 (i.e., not v4.10.6.481716), so it's possible your SupportAssist program is trying to auto-update to a newer v4.10.7 and needs a full restart to complete the installation.  *** NOTE: If you haven't already done I'd advise you disable Fast Startup in Windows as instructed AdvancedSetup’s Malwarebytes tutorial Disable-Fast-Startup and then restart your computer 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, especially during software updates. Next, go to your XPS 8940 support page at https://www.dell.com/support/product-details/en-us/product/xps-8940-desktop/drivers, choose Find Specific Drivers | Select Drivers, and then enter your unique Service Tag on the This Device tab to see a filtered list of Dell software and hardware drivers that match the hardware components in your XPS 8940. If your current graphics driver version shown in Device Manager is different from the graphics driver recommended on your XPS 8940 support page (i.e., is different from the graphics driver certified by Dell for the latest Dell XPS 8940 System BIOS v2.27.1***) then using the wrong graphics driver could cause some of the graphical elements on your SupportAssist user interface to display incorrectly.  *** NOTE: 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 Date/Version'. -----------Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.6809 * Firefox v147.0.3 * Microsoft Defender v4.18.26010.5-1.1.25110.1 * Malwarebytes Standard v5.4.8.232-149.0.5487 * Macrium Reflect Free v8.0.7783 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0

SupportAssist for PCs

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