12 Posts
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12934
SupportAssist gives: An unexpected error occurred
Dell G15 5515 Ryzen Edition
This is a brand new laptop literally less than a week old. Trying to check for Drivers/Updates in SupportAssists gives the message: An unexpected error occurred. No error code or helpful information in the slightest, nothing in the logs that I can see or Event Viewer either. I can't check for updates from your site because you have it set to search through your broken program as well and it gives another similar vague error with no actual information.
I am not downloading and trying to resinstall it again. I've already done that twice and I"m on a highly limited bandwidth connection and we are already way over what we should be with far too many days in the billing month left. I cannot redownload this program yet again with so many other things to update still on top of it (and no I can't take it somewhere with WiFI as I live over 20 miles in the country and am dealing with serious health issues and can't leave due to this dumb pandemic).
In my searches online trying to find the issue I've found a massive amount of people with the exact same issue and mostly on the same version (3.11.4.29), some of these issues going back months or longer. This is clearly a known issue so why is it not resolved after all this time still and how to I get this working on the laptop? Again, I'm not uninstalling and reinstalling a 3rd time to waste what precious little bandwidth I have left only to have it not work anyway. My WIndows Updates are fully up to date minus a preview update I have no interest in downloading yet.
lmacri
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October 10th, 2023 15:53
@Silichip-X :
Keep in mind that the "classic" Dell Update / Alienware Update v4.6.0 application (rel. 24-Aug-2022) that is offered on the support page for your Alienware M17 R3 at https://www.dell.com/support/home/en-ca/product-support/product/alienware-m17-r3-laptop/drivers is a discontinued product and does not require a .NET (Core) Runtime v6.x.
The Dell/Alienware Update Windows Universal Application v5.0.0 UWP app (rel. 31-Jul-2023) that is offered on your Alienware M17 R3 support page is still supported for Win 10 and Win 11 OSs and requires .NET (Core) Runtime v6.0.x. If you read the Important Information section in the release notes <here> for the v5.0.0 UWP app it states "Dell and Alienware Update Classic interface are not supported from version 4.8 and later. If you have Dell and Alienware Update Classic, Dell and Alienware Update version 4.8 UWP is installed."
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Dell Inspiron 5584 * 64-bit Win 10 Pro v22H2 build 19045.3448 * Firefox v118.0.2 * Microsoft Defender v4.18.23090.2008-1.1.23090.2007 * Malwarebytes Premium v4.6.4.286-1.0.2163 * Macrium Reflect Free v8.0.7279 * Dell Update for Windows Universal v5.0.0 * My Dell v2.2.6.0
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Silichip-X
11 Posts
0
October 10th, 2023 19:12
@lmacri I wasn't aware that the Alienware Update Application was discontinued but the reason I had to install version 4.6.0 is that I couldn't install version 5.0.0 with an interrupted error message and also happened when I tried to update Alienware Command Center v5.5.52.0.
Besides those issues after installing Alienware Update App v4.6.0. It has now resolved the Dell SupportAssist v3.14.0.91 without an unexpected error occurred message and my Alienware Command Center v5.4.35.0 is not the latest version but it's stable and is working so far.
(edited)
lmacri
3 Apprentice
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1.2K Posts
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October 10th, 2023 20:59
@Silichip-X :
I'm not sure if it's relevant to your proposed solution, but according to your latest image <here> it appears that the "classic" Dell Update / Alienware Update v4.6.0 application installer you ran [Dell-Update-Alienware-Update-Application_3T5JX_WIN_4.6.0_A00_01.EXE (rel. 24-Aug-2022) according to your earlier image <here>] was actually smart enough to see that you met the system requirements for the "new-style" UWP (Universal Windows Platform) app and installed Dell Update/Alienware for Windows Universal v4.6.0 using the Dell-Update-Alienware-Update-Universal-Application_HYC7X_WIN_4.6.0_A00_01.EXE installer (rel. 24-Aug-2022) instead. That's why you're now being offered the update to the latest Dell Update/Alienware for Windows Universal v5.0.0 (Dell-Alienware-Update-Windows-Universal-Application_6WNYT_WIN_5.0.0_A00.EXE, rel. 31-Jul-2023).
... and here's what I saw on 23-Aug-2022 after I had switched to the "new-style" Dell Update for Windows Universal v4.6.0 UWP app.
If you enter your unique Service Tag on the support page of your Alienware M17 R3 at https://www.dell.com/support/home/en-ca/product-support/product/alienware-m17-r3-laptop/drivers and click "View"List" I suspect you'll find that the "classic" Dell Update / Alienware Update v4.6.0 application installer (Dell-Update-Alienware-Update-Application_3T5JX_WIN_4.6.0_A00_01.EXE, rel. 24-Aug-2022) is no longer recommended for your system.
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Dell Inspiron 5584 * 64-bit Win 10 Pro v22H2 build 19045.3448 * Firefox v118.0.2 * Microsoft Defender v4.18.23090.2008-1.1.23090.2007 * Malwarebytes Premium v4.6.4.286-1.0.2163 * Macrium Reflect Free v8.0.7279 * Dell Update for Windows Universal v5.0.0 * My Dell v2.2.6.0
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Silichip-X
11 Posts
0
October 11th, 2023 09:18
@lmacri I used a portable Revo Uninstaller in advanced scan to remove all Alienware Update v4.6.0 leftover files and I did manage to install Alienware Update v5.0.0 but I wasn't able to get Dell SupportAssist v3.14.0.91 to work, so I reinstalled Alienware Update v4.6.0 back again and I can't explain why but the Dell SupportAssist update works fine now.
(edited)
lmacri
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October 11th, 2023 14:06
@Silichip-X :
Then I'm not sure why installing an outdated version for Dell Update/Alienware Update v4.6.0 got your SupportAssist working again. Does your SupportAssist v3.14.0.91 auto-update to the latest version (v3.14.4.0?) if you launch SupportAssist and go to Options (gear icon) | About?
I do know that the Dell Client Management Service (Start | Windows Administrative Tools | Services) is shared by both SupportAssist and Dell Update and must have a status of "Running" in order for one or both of these apps to work correctly, so perhaps installing the outdated Dell Update/Alienware Update v4.6.0 just happened to install or enable this service. From my Inspiron 5584, which has Dell Update for Windows Universal v5.0.0 but no SupportAssist v3.14.x :
There was (still is?) a long-standing issue where driver scans in older versions of SupportAssist v3.x would fail after Dell Update v4.x (or other variations like Dell Command Update and Dell Update/Alienware Update) was installed or updated (see my 17-Aug-2022 post in Windows Universal Application 4.6.0 A00), and users would have to uninstall and then re-install SupportAssist to get SupportAssist working correctly again. However, that bug is no longer listed in the Known Issues section of the release notes <here> for the latest SupportAssist v3.14.x, so perhaps that bug has finally been fixed.
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Dell Inspiron 5584 * 64-bit Win 10 Pro v22H2 build 19045.3448 * Firefox v118.0.2 * Microsoft Defender v4.18.23090.2008-1.1.23090.2007 * Malwarebytes Premium v4.6.4.286-1.0.2163 * Macrium Reflect Free v8.0.7279 * Dell Update for Windows Universal v5.0.0 * My Dell v2.2.6.0
Silichip-X
11 Posts
0
October 12th, 2023 17:13
@lmacri I check that Dell Client Management Service is running every time I reboot my laptop and have the latest SupportAssist version installed. Anyway, it turns out that AU v4.6.0 files are installed in "C:\Program Files (x86)\Alienware Update" and the AU v5.0.0 files are installed in a different location "C:\Program Files\WindowsApp" folder.
Alienware Update 4.6.0 Directory:
Alienware Update 5.0.0 Directory:
This possibly explains why Dell SupportAssist Update doesn't work for AU v5.0.0 but only for AU v4.6.0.
(edited)
Davi999
1 Message
0
December 12th, 2023 12:14
I get the message on all items except 'Scan hardware'.
I have sn XPS 23 9370 running Windows 11 Home (21H2)
Dell SupportAssist version 3.14.13.0, so I'm not holding my breath for any solution. I may reinstall a few more times if a newer version appears.