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February 15th, 2025 12:27
Supportassist driver error under Windows 11 24H2 after the update on 7390 2 in 1
This XPS 13 laptops has been rigorously maintained and is now dropping out of its Pro support. It has developed a problem since the Win 11 24H2 updated. We arent the only company or user facing this problem.
This link A driver cannot load on this device Driver: pcdsrvc_x64.pkms. - Microsoft Community - describes really well. As does this: Can't resolve driver cannot load: iqvw64e.sys and pcdsrvc_64.pkms - Microsoft Community Unfortunately advice from the MS Community eventually leads to a recommendation to remove SupportAssist altogether (???) and this is echoed on the internet on Reddit.
This machine is used for business purposes, with a Win 11 Pro installation. The only other apps present of significance are Norton 360, Office 2024. SFC has been run, finding no problems. The eventlog is consistent - it throws an error with each startup. The SupportAssist on the machine is the 3.4 family- yet cannot seem to find a replacement for it on the support hub for the 7390 2 in 1 series. It seems that the latest version of SupportAssist for the XPS series is in revision 4.x but that seems to get stuck in the installation.
Dell Command Update is now expiring. SupportAssist has been kept because it seemingly helps to identify HW problems.
Suggestions?
lmacri
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February 15th, 2025 14:34
Hi Policywonk:
Just an FYI that this board is intended for discussions about SupportAssist for Home PCs, and the current version is v4.6.3 (rel. 24-Dec-2024). See my 02-Jan-2025 post in WjSturgis' Support Assist Will Not Run for information about known issues with recent releases of SupportAssist for Home PCs v4.6.x. There is also a link in that topic to employee DELL-Nat M's 03-Apr-2024 instructions <here> for a clean reinstall of SupportAssist for Home PCs, and the latest installer (SupportAssistInstaller.exe) is available for download at https://downloads.dell.com/serviceability/catalog/SupportAssistInstaller.exe.
Is it possible you are using SupportAssist for Business PCs? If so see employee DELL-Chris M's 20-Feb-2024 post in brachus's SupportAssist for Business PCs - Prerequisite is EOL in 9 Months! about how Dell is migrating SupportAssist for Business (Enterprise) users to Secure Connect Gateway.
I removed all SupportAssist-related software from my Inspiron 5584 after my service warranty expired (they were too buggy, consumed too much RAM and CPU). I replaced SupportAssist with Dell Update for Windows Universal v5.4.0 [which still runs correctly even though it reached end of support on 31-Dec-2024 - see Alienware Update and Dell Update End of Life (EoL) Announcement] *** and replaced Dell SupportAssist OS Recovery v5.5.x (also called Dell Remediation or System Repair) with Macrium Reflect Free v8 disk imaging software. See my 08-Feb-2025 post in ygil's BSOD Issues After Windows Updates for further details.
If I need to run a Dell hardware diagnostic I run the F12 ePSA (enhanced Pre-boot System Assessment) on-board hardware diagnostics from my Dell BIOS as instructed in the support article How to Run Dell Preboot Diagnostics and Hardware Tests on Your Dell Computer (see the companion video Performing ePSA Diagnostics).
*** NOTE: If you enter your unique Service Tag at https://www.dell.com/support/home/en-us/products I assume from your comments that the Drivers and Downloads page for your XPS 13 7390 2-in-1 at https://www.dell.com/support/product-details/en-us/product/xps-13-7390-2-in-1-laptop/drivers lists Dell | Command Update as compatible software. I'm not certain, but AFAIK the standalone Dell | Command Update v5.4.0 application and Dell Command | Update for Windows Universal v5.4.0 (the UWP edition) are not included in the EoL announcment. If your Dell | Command Update reached end of support on 31-Dec-2024 you should see a warning at launch like the one shown <here>.
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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5487 * Firefox v135.0.0 * Microsoft Defender v4.18.24090.11-1.1.24090.11 * Malwarebytes Premium v5.2.6.163-1.0.5146 * Macrium Reflect Free v8.0.7783 * Dell Update for Windows Universal v5.4.0 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0
Policywonk
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February 15th, 2025 17:30
Thank you very much. Having studied your response, have decided
* to remove SupportAssist,
* create a printed guide for the end user should there be a suspected HW glitch
* use Macrium Reflect more widely.
Thank you again - it was far more comprehensive than I was expecting and genuinely helpful.