SupportAssist has stopped working

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Hi Chainsaw Dude:

You might be able to find a useful log at one of these locations:

• C:\ProgramData\SupportAssist\Client\Agent\logs\ApplicationLogs\SupportAssistAgent.log
• C:\ProgramData\Dell\UpdateService\Log\Activity.log
• C:\ProgramData\Dell\UpdateService\Log\Service.log
• C:\ProgramData\Dell\UpdateService\UpdatePackage\log (.txt installer logs for individual Dell updates)

See callygsi's 31-Mar-2022 SupportAssist - We ran into an unexpected issue... about a similar error on their XPS laptop that was fixed after they uninstalled and reinstalled SupportAssist. I beileve callygsi performed a simple uninstall from Control Panel | Programs | Programs and Features and then reinstalled SupportAssist using the installer from the SupportAssist for Home PCs download page.

When I reinstall SupportAssist I normally use Dell employee DELL-Chris M's instructions at SA Uninstall / Reinstall that are pinned at the top of this SupportAssist for PCs board and perform a clean reinstall.  I even go one step further and use Revo Uninstaller Free in Aggressive mode to uninstall all my SupportAssist-related programs (including SupportAssist, Dell SupportAssist OS Recovery Plugin for Dell Update, Dell SupportAssist Remediation, etc., as instructed by DELL-Chris M) just to make sure I've cleaned up any stray files and registry entries that can be left behind by the uninstallers.

Before you try a reinstall of SupportAssist v3.4.10.18, please note that a few users have recently reported that SupportAssist is trying to self-update to a newer v3.11.1.18. See crimsom's 22-Apr-2022 17 R5, SupportAssist v3.10.4 Blue Screen and rgupta1220's 04-25-2022 Update Available But When Installing Saying Up To Date for more information. SupportAssist has not tried to install this buggy v3.11.1.18 update on my Inspiron 5584 but it's possible the SupportAssist v3.10.4.18 on your XPS 8950 is throwing a "we ran into an unexpected issue..." error at launch because it is trying to install the v3.11.1.18 update when it runs its self-update check.  You might want to wait a few more days and see if your error clears up on its own (i.e., just in case the buggy v3.11.1.18 update is responsible for your error message and Dell pulls it from their download servers).
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64-bit Win 10 Pro v21H2 build 19044.1645 * Firefox v99.0.1 * Microsoft Defender v4.18.2203.5-1.1.19200.5 * Malwarebytes Premium v4.5.8.191-1.0.1666 * Dell SupportAssist v3.10.4.18 * Dell Update v4.5.0 * Macrium Reflect Free v8.0.6635 * Revo Uninstaller Free Portable v2.3.8
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

Thanks for the reply imacri.

The people from "Dell Cares" instructed me to uninstall and reinstall. Which I did. 
I probably shouldn't have listened to them as they do not seem well trained at all.

Now the only installer available to me is v3.11.1.18, I can see the version from the log in C:\ProgramData\Dell\SupportAssist\Agent\logs\installer

The log shows a call to the msi installer and failing after 5 minutes. Always exactly 5 mins so must be a timeout.
The error code is 1603 which is generic.

Is there anyway to install an older version?

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@Chainsaw Dude wrote:

I checked through the EventVwr and found msi installer messages complaining about .Net Core 5..00 missing. I installed the .Net Core 5.0.16 runtime and now SupportAssist works. 

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Hi Chainsaw_Dude:

Thanks for letting us know that installation of the Microsoft .NET Runtime v5.0.16 fixed your SupportAssist problem.

Oddly, hue03 posted on 04-Apr-2022 in Cannot Install SupportAssist that they had to uninstall the MS .NET Runtime v5.0.16 before they could install SupportAssist on their Latitude 5590.  I also noticed a 13-Apr-2022 thread by ENShearin in the AskWoody forum titled Why is .NET 5.0.14 Asking for Administrative Rights? and wasn't surprised to learn they had a Dell computer.

This is pure speculation on my part, but I'm beginning to suspect that Dell is re-coding some of their some utilities like SupportAssist to use newer .NET v5.x and v6.x runtimes (previously known as .NET Core, a multi-platform .NET implementation that works on Windows, macOS, Linux, etc.) and is moving away from using "classic" .NET Frameworks like Microsoft .NET Framework for Windows 10 v4.x.  Windows Update installed the MS .NET Runtime v5.0.16 (x64) (KB5013354) during my April 2022 Patch Tuesday updates so there must be some program on my Inspiron 5584 that wants to use this software, but it would be odd if Dell was actually making the MS .NET Runtime v5.x a requirement for SupportAssist v3.11.1.18 when Microsoft's .NET and .NET Core Support Policy shows that .NET Runtime v5.x is reaching end of support this month on 10-May-2022.

Be sure to post back if you still want a download link for a full offline installer for SupportAssist v3.10.4.18.  I don't have a link myself but Dell employee @NikhilKiroula  or @DELL-Chris M might be able to help.  The v3.11.1.18 installer obviously has some bugs and I don't know why Dell hasn't pulled it from their servers yet.
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64-bit Win 10 Pro v21H2 build 19044.1645 * Firefox v99.0.1 * Microsoft Defender v4.18.2203.5-1.1.19200.5 * Malwarebytes Premium v4.5.8.191-1.0.1666 * Dell SupportAssist v3.10.4.18 * Dell Update v4.5.0 * Macrium Reflect Free v8.0.6635
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

Came across this thread that was posted in Dell Community - Dell Community  Our Alienware 17 R5 laptop automatically attempted to install SupportAssist v3.11.1.18 which gives blue screen Stop Code - BAD_POOL_CALLER (looking for resource that does not exist). Dell has disabled their SupportAssist application. There is no Old SupportAssist v3.10.4.18 download to fix this problem and Dell Technical Support is seemingly not interested. 

i have the same problem ans i can't solve it i have tried this solution but still not solved can you help me ? 

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@ahmed elgazar wrote:

i have the same problem ans i can't solve it i have tried this solution but still not solved can you help me ? 

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Hi ahmed elgazar:

This is an old thread from May 2022 about problems updating SupportAssist v3.10.4.18 to v3.11.4.29. The current version of SupportAssist is v3.13.2.14 (released Feb 2023), and if you tried the solution that Chainsaw Dude suggested in this thread and installed Microsoft .NET Runtime v5.0.x that will not help because newer versions of SupportAssist now require Microsoft .NET Runtime v6.0.9 or higher.  See the minimum system requirement <here> for SupportAssist v3.13.0).

This thread has already been marked as solved, so it would be helpful if you could start a new topic and let us know your Dell computer model, Windows operating system, your current SupportAssist version shown at Control Panel | Programs | Programs and Features, and what errors or messages you see when you try to run SupportAssist.

Also let us know if Microsoft .NET Runtime v6.0.9 or higher is installed on your system at Control Panel | Programs | Programs and Features. From my Inspiron 5584 / Win 10 Pro v22H2 laptop, which shows that shows I currently have Microsoft .NET Runtime v6.0.14:

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64-bit Win 10 Pro v22H2 build 19045.2604 * Firefox v110.0.1 * Microsoft Defender v4.18.2301.6-1.1.200000.2 * Malwarebytes Premium v4.5.23.241-1.0.1927 * Macrium Reflect Free v8.0.7279 * SupportAssist v3.13.2.14 * Dell Update for Windows Universal v4.7.1 * Dell SupportAssist Remediation v5.5.5.16458 * Fusion Service v2.2.14.0 * Inspiron 5583/5584 BIOS v1.22.1
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620