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September 9th, 2023 12:42

SupportAssist 3.10.4 Unexpected Issue

Running SupportAssist 3.10.4 returns the error "We ran into an unexpected issue with SupportAssist. Restart your PC and try again later". Tried that, no change. Tried a repair in Windows Settings - apps, still no change. 

Running Windows 11 10.0.2261 on Dell Inspirion 13 7000 2 in 1

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4 Posts

September 12th, 2023 20:08

@lmacri​ SUCCESS!

I installed the Windows updates released today. I cleaned SupportAssist off the computer. I manually updated the BIOS successfully. I tried to download the universal updater, but Dell gave me a warning that it was not compatible with my 73921 2-in-1 running Windows 11 so I did not run it. I was able to install SupportAssist and it appears to be running correctly now. So my guess is that the BIOS upgrade did the trick.

Thanks for all of your help. It was good to read and be aware of your insights.

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1.2K Posts

September 11th, 2023 13:15

Hi @bear-o :


I uninstalled SupportAssist from my Inspiron 5584 a few months ago so I might not be able to provide a solution, but please go to Control Panel | Programs | Programs and Features and confirm that you currently have SupportAssist v3.10.4.  According to the documents at https://www.dell.com/support/home/en-us/product-support/product/dell-supportassist-pcs-tablets/docs the latest version is v3.14.x.


I also can't find a support page for a Dell Inspirion 13 7000 2-in-1.  What is your full computer model (e.g., Inspiron 13 7368 2-in-1, Inspiron 13 7375 2-in-1, etc.), and if you enter your unique Service Tag at https://www.dell.com/support/home/en-us?app=products can you confirm that the latest BIOS version recommended for your system on the Drivers & Downloads tab is installed on your machine?  To find your current BIOS version open a Run dialog box (Windows + R keys), enter msinfo32 to open your System Information window, and look for "BIOS Version/Date" in the system summary. Note: If your BIOS is out-of-date just report back and let us know your current version - do not try to update your BIOS yet.


The minimum system requirements in the release notes <here> for SupportAssist v3.14.x also note that you must have Microsoft .NET Framework 4.7.2 and .NET Core Runtime 6.0.14 (or higher).  Go to Control Panel | Programs | Programs and Features and confirm that Microsoft .NET Runtime v6.0.14 or higher is installed on your computer.  From my Inspiron 5584 / Win 10 machine, which shows I have the current Microsoft .NET Runtime v6.0.21 (rel. 08-Aug-2023):


If Microsoft .NET Runtime v6.0.14 or higher is already installed and you still can't get SupportAssist v3.x to launch you might want try a reinstall of SupportAssist.  See the instructions in the Dell support article SupportAssist for PCs and Tablets Clean Uninstall and Reinstall, which includes a download link for the latest SupportAssist installer (SupportAssistInstaller.exe).
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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.3324 * Firefox v117.0.0 * Microsoft Defender v4.18.23080.2006-1.1.23080.2005 * Malwarebytes Premium v4.6.1.280-1.0.2117 * Macrium Reflect Free v8.0.7279 * Dell Update for Windows Universal v5.0.0 * My Dell v2.2.4.0

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September 12th, 2023 11:04

Interesting. Obviously SupportAssist hasn't been keeping me up to date for a while like I thought it was.

My laptop is an Inspirion 7391 2-in-1.

The current BIOS is 1.15.1. The latest release BIOS release is 8 Sep 2023 1.21.0.

SupportAssist Control Panel - Application version reports that I have 3.10.7 installed.

Microsoft .net installed is SDK 6.0.201.

Following the instructions in your link to update SupportAssist I went to the SupportAssist download link, downloaded and installed (as per the instructions). I now have SupportAssist v3.14.0.91 installed. When I try to run it though it runs a while, tells me that it is taking longer than usual, then tells me to reboot the PC and try again, which I did and got the same result on the second attempt. The SA installer did install .NET runtime 6.0.9.

What do you recommend I do next?

*** Thanks for your help!

3 Apprentice

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1.2K Posts

September 12th, 2023 15:40

@bear-o​ :

When you performed your clean install of SupportAssist as instructed at SupportAssist for PCs and Tablets Clean Uninstall and Reinstall did you follow every step, including the removal of any stray services that remained in your Windows Services (Start | Windows Administrative Tools | Services) after the Control Panel uninstall?  There is a Dell Support companion video at https://www.youtube.com/watch?v=oOkgM3JUpHM and if you fast forward to 1:42 of that video you can see a demonstration of how this is done.

Note: If you need to manually delete any stray services I would recommend that you only delete only five if present (Dell Data Vault Collector, Dell Data Vault Processor, Dell Data Vault Service API, Dell SupportAssist and Dell Tech Hub) and leave Dell Client Management Service, since Dell Client Management Service is required by various Dell apps, including the Dell Update for Windows Universal v5.0.0 you installed for testing.

I'm a bit surprised that the clean install of SupportAssist v3.14.0.91 installed Microsoft .NET Runtime v6.0.9, given that the minimum system requirements in the release notes <here> for SupportAssist v3.14.x state that you must have .NET Core Runtime v6.0.14 (or higher).  The good news is that today is Patch Tuesday (the second Tuesday of the month) so you should receive an update to v6.0.21 (rel. 08-Aug-2023) or higher.  Once the latest .NET Runtime v6.0.x update is installed by Windows Update post back and let us know if SupportAssist v3.14.0 launches correctly.

Note: If SupportAssist launches correctly go to Option (gear icon) | About to run a self-update check for the latest version of SupportAssist v3.14.x.

I don't have the full .NET 6 SDK for software developers installed on my system but according to https://dotnet.microsoft.com/en-us/download/dotnet/6.0 your .NET SDK v6.0.201 (rel. 08-Aug-2023)  should include includes .NET Runtime v6.0.21.  I'm surprised that the SupportAssist v3.14.0.91 installer (SupportAssistInstaller.exe) would install and outdated  .NET Runtime v6.0.9 if your SDK had already installed the latest version, but you never know with Dell.  Are you sure the out-of-date .NET Runtime v6..0.9 you have at Control Panel Program | Programs and Features was installed by SupportAssistInstaller.exe  and not by an old SDK (you should be able to tell if you check the Installed On date)?
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There have been a few users reporting in the SupportAssist for PCs board that SupportAssist v3.14.x wouldn't run on their system unless they updated their BIOS - see Not Two, Jack K and adamcb_089aca's recent posts in nithyavpm_acf391 28-Jun-2023 Precision 5540 - SupportAssist - Unexpected error occurred for example.

If  Windows Update successfully updates your .NET Runtime to v6.0.21 today and that doesn't fix your SupportAssist problem then I would go ahead and manually update your BIOS to the Dell Inspiron 7391/7591/7791 System BIOS v1.21.0 (rel. 08-Sep-2023) recommended on your support page at https://www.dell.com/support/home/en-us/product-support/product/inspiron-13-7391-2-in-1-laptop/drivers.

Just note that many users in this forum advise against allowing utilities like Dell Update v5.x and/or SupportAssist v3.x to install BIOS updates just in case the update fails to run to completion and prevents you from booting up your system. See my 03-Dec-2022 post in RotcivZednanreh's Dell G3 3579 3 Amber and 1 White Battery Code and Won't Turn On for more information.

Two alternate methods for manually installing BIOS updates [i.e., "Updating the BIOS from Windows" (the method I use - I always save the .EXE installer on my desktop and then right-click and choose "Run as Administrator") vs. "Updating the BIOS from BIOS Boot Menu" (the safest method)] are always posted in the "Installation Instructions" section of the detailed BIOS release notes.  The release notes (i.e., full driver details) for your Dell Inspiron 7391/7591/7791 System BIOS v1.21.0 installer are available at https://www.dell.com/support/home/en-us/drivers/driversdetails?driverid=73jx9&oscode=w2021&productcode=inspiron-13-7391-2-in-1-laptop .

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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.3324 * Firefox v117.0.0 * Microsoft Defender v4.18.23080.2006-1.1.23080.2005 * Malwarebytes Premium v4.6.1.280-1.0.2117 * Macrium Reflect Free v8.0.7279 * Dell Update for Windows Universal v5.0.0 * My Dell v2.2.4.0

(edited)

3 Apprentice

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1.2K Posts

September 12th, 2023 15:53

@bear-o​ :

... and further to my previous post, if you perform another clean reinstall of SupportAssist I would try running Dell Update for Windows Universal v5.0.0 again while SupportAssist is wiped off your system  - just remember to leave the Dell Client Management Service installed since this service is used by Dell Update for Windows Universal.

Dell Update for Windows Universal does not require a MS .NET Runtime (see the release notes and user guide at https://www.dell.com/support/home/en-us/product-support/product/dell-update/docs) so I have no idea why this app doesn't run correctly on your system.
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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.3324 * Firefox v117.0.0 * Microsoft Defender v4.18.23080.2006-1.1.23080.2005 * Malwarebytes Premium v4.6.1.280-1.0.2117 * Macrium Reflect Free v8.0.7279 * Dell Update for Windows Universal v5.0.0 * My Dell v2.2.4.0

(edited)

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September 12th, 2023 16:18

@lmacri​ I didn't do the clean install. As I read the tech notes it said to no longer do the clean install, to let SupportAssist installer do the clean up and install. The .net runtime was installed by SupportAssist. It had todays date and it wasn't there before. I will manually install the bios update and do the clean install and let you know.

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September 12th, 2023 22:30

@bear-o​ :

... I was able to install SupportAssist and it appears to be running correctly now. So my guess is that the BIOS upgrade did the trick....

That's great news. Be sure to post back if you run into any other problems with the latest SupportAssist v3.14.x.

... I tried to download the universal updater, but Dell gave me a warning that it was not compatible with my 73921 2-in-1 running Windows 11 so I did not run it ...

It doesn't really matter now that you've got SupportAssist working, but are you sure you downloaded the Dell Update for Windows Universal v5.0.0 installer (Dell-Update-Windows-Universal-Application_RVGVG_WIN_5.0.0_A00.EXE, rel. 31-Jul-2023) and not the old Dell Update v4.6.0 installer (Dell-Update-Application_RYXN2_WIN_4.6.0_A00_01.EXE, rel. 24-Aug-2022)?  I don't know why that unsupported Dell Update v4.6.0 installer is even listed on your support page at https://www.dell.com/support/home/en-us/product-support/product/inspiron-13-7391-2-in-1-laptop/drivers, because the Inspiron 7391 2-in-1 has never shipped with older operating systems like Win 7 or Win 8.x that must use the old v4.6.0 installer.

If I go to https://www.dell.com/support/home/en-us/drivers/driversdetails?driverid=rvgvg and enter "Inspiron 7391 2-in-1" and "Windows 11" I am offered the Dell-Update-Windows-Universal-Application_RVGVG_WIN_5.0.0_A00.EXE installer for download, and your Inspiron 7391 2-in-1 is listed in the Compatible Systems section of those release notes, so it seems odd that the latest v5.0.0 installer won't install on your computer.
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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.3324 * Firefox v117.0.0 * Microsoft Defender v4.18.23080.2006-1.1.23080.2005 * Malwarebytes Premium v4.6.1.280-1.0.2117 * Macrium Reflect Free v8.0.7279 * Dell Update for Windows Universal v5.0.0 * My Dell v2.2.4.0

(edited)

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September 12th, 2023 22:47

@bear-o​ :

... I didn't do the clean install. As I read the tech notes it said to no longer do the clean install, to let SupportAssist installer do the clean up and install ...

Just note that the "new" clean install instructions at SupportAssist for PCs and Tablets Clean Uninstall and Reinstall state that "In the past, we perform a clean uninstall by removing directories and registry files. This should not be necessary anymore." However, you still need to make sure you follow those instructions and remove any orphaned Dell services left behind by the Control Panel uninstall.

Prior to ~ March 2023 (which was about the time SupportAssist v3.13.0 or v3.14.0 was first released) the "old" clean install instructions posted by Dell employee DELL-Chris M at SA Uninstall / Reinstall required users to uninstall ALL SupportAssist-related programs [including Dell SupportAssist Remediation (a.k.a. Dell SupportAssist OS Recovery), the Dell SupportAssist OS Recovery Plugin for Dell Update, etc.] and users sometimes had to manually remove orphaned folders and registry entries left behind by the Control Panel uninstall as instructed <here> in XPS_Man's 17-Aug-2021 post just to ensure they thoroughly wiped their previous SupportAssist installation off their system before reinstalling.

Going forward, the "new" clean install instructions at SupportAssist for PCs and Tablets Clean Uninstall and Reinstall (which only require users to manually delete orphaned Dell services) should be sufficient for you now that you have SupportAssist v3.14.x installed.  I'm assuming they've improved the updated uninstaller to make sure it does a better job of cleaning up stray folders and registry entries.
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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.3324 * Firefox v117.0.0 * Microsoft Defender v4.18.23080.2006-1.1.23080.2005 * Malwarebytes Premium v4.6.1.280-1.0.2117 * Macrium Reflect Free v8.0.7279 * Dell Update for Windows Universal v5.0.0 * My Dell v2.2.4.0

(edited)

3 Apprentice

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1.2K Posts

September 13th, 2023 13:20

Hi @bear-o :

... It doesn't really matter now that you've got SupportAssist working, but are you sure you downloaded the Dell Update for Windows Universal v5.0.0 installer (Dell-Update-Windows-Universal-Application_RVGVG_WIN_5.0.0_A00.EXE, rel. 31-Jul-2023) ...

Just a few final thoughts.

When I manually install Dell .exe installers posted on the support page of my Inspiron 5584 I normally save the .exe file to my desktop, right-click, and choose "Run as Administrator".  I do this by habit now but some Dell users find this is necessary - see Sidscrat's 03-Jan-2022 post in their thread SupportAssist Will Not Install for one example.

I should also mention that I don't like using SupportAssist v3.x - it's too buggy and consumes too many system resources, and the "system optimization" scans (Clean Files / Tune Performance / Optimize Network) are too aggressive and have 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.  As I mentioned <above>, I also don't want SupportAssist running in the background and automatically installing BIOS firmware updates since this can lead to BSODs if the BIOS update fails to run to completion.

If you're going to continue using SupportAssist I would strongly advise that you turn off all automatic background scanning in SupportAssist [Option (gear icon) | Settings | Automate Scans and Optimizations | Set Your System to Automatically Run Scans and Performance Optimizations | OFF] and just run "Get Drivers & Downloads" and "Scan Hardware" tasks manually from the Home tab of SupportAssist.  If a manual "Get Drivers & Downloads" scan offer a BIOS update you can simply decline (uncheck) the update and install your BIOS update manually.  Here's an old image I captured in Dec 2022 when I was using SupportAssist v3.13.0.

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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.3324 * Firefox v117.0.0 * Microsoft Defender v4.18.23080.2006-1.1.23080.2005 * Malwarebytes Premium v4.6.1.280-1.0.2117 * Macrium Reflect Free v8.0.7279 * Dell Update for Windows Universal v5.0.0 * My Dell v2.2.4.0

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