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8 Posts

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August 1st, 2022 20:00

SupportAssist not connected to Internet

Hello, I have a Dell G7 7700 Laptop and I regularly use Dell SupportAssist but every time I use it, it keeps saying that it's not connected to the internet. I troubleshoot many times and the SupportAssist still not connected to the internet. What are your suggestions?

 

3 Apprentice

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1.2K Posts

September 6th, 2022 05:00


@tchauvet86 wrote:

Yes  My Computer is connected to the internet with an Ethernet Cable.


Hi tchauvet:

Did you test if SupportAssist runs correctly on your computer when you disconnect your Ethernet (LAN) cable and connect to the internet using a wireless / WiFi connection, as Eugene723 suggested in their 27-Aug-2022 post in SA Unable to Connect to Internet via LAN, Connects via WiFi ?
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64-bit Win 10 Pro v21H2 build 19044.1889 * Firefox v104.0.1 * Microsoft Defender v4.18.2205.7-1.1.19500.2 * Malwarebytes Premium v4.5.14.210-1.0.1751 * Macrium Reflect Free v8.0.6867 * Dell SupportAssist v3.11.4.29 * Dell Update Windows Universal v4.6.0 * Inspiron 5583/5584 BIOS v1.20.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

3 Apprentice

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1.2K Posts

September 7th, 2022 06:00

Hi tchauvet86:

Have you installed the recommended driver for your Ethernet (NIC) card that is listed on the support page <here> for your Dell G7 17 7700? There are several Ethernet drivers listed on that support page (e.g., Killer PCIe Ethernet Controller , Realtek PCIe Ethernet Controller Driver, etc.) so you will have to enter your unique Service Tag on that support page to ensure you are offered the correct driver.

I don't know if this is a bug in SupportAssist v3.11.4.29 (e.g., if SupportAssist doesn't work correctly with certain brands/models of Ethernet cards), but you said that Dell Update v4.6.0 is running correctly on your system, so you might want to use that utility for now to check for available Dell software and drivers and wait until you receive the new SupportAssist v3.12.1.180 that started rolling out last week (see crimsom's 27-Aug-2022 post in 17 R5, SupportAssist x64 v3.12.5.0 or v3.12.1.180 Installation Invalid) to see if SupportAssist v3.12.1.180 fixes the problem for you.

If an update to your Ethernet (NIC) card driver doesn't help and you don't want to wait for SupportAssist v3.12.1.180 you might want to try a clean reinstall of SupportAssist v3.11.4.29 as instructed in DELL-Chris M's SA Uninstall/Reinstall. Note that those instructions require the uninstall of all SupportAssist-related programs (including the Dell SupportAssist OS Recovery Plugin for Dell Update, Dell SupportAssist Remediation, etc, if installed) before SupportAssist is reinstalled. I've used those instructions a few times, and I go one step further and use Revo Uninstaller Free in Aggressive mode to uninstall each SupportAssist-related program to remove stray files and registry entries left behind by the "regular" uninstaller (Note: if you aren't familiar with Revo Uninstaller, the Dell Tech Support video at Dell SupportAssist Not Installing includes a list of folders, registry entries and Windows services that you can manually delete after your Control Panel uninstall of SupportAssist to get the cleanest possible reinstall). When I reinstall SupportAssist I always save a fresh copy of SupportAssistInstaller.exe (downloaded from the SupportAssist for Home PCs page) on my desktop, right-click the SupportAssistInstaller.exe file, and choose "Run as Administrator" - for some reason, choosing "Run as Administrator" is necessary on some systems (see Sidscrat's 04-Jan-2022 post <here> for one example).
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64-bit Win 10 Pro v21H2 build 19044.1889 * Firefox v104.0.2 * Microsoft Defender v4.18.2207.7-1.1.19500.2 * Malwarebytes Premium v4.5.14.210-1.0.1751 * Macrium Reflect Free v8.0.6867 * Dell SupportAssist v3.11.4.29 * Dell Update Windows Universal v4.6.0 * Inspiron 5583/5584 BIOS v1.20.0 * Revo Uninstaller Free Portable v2.3.9
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

3 Apprentice

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1.2K Posts

August 4th, 2022 07:00

Hi tchauvet86:

Has your service warranty expired yet?

What is your Windows operating system (if Win 10 or Win 11 include the version and build shown at Settings | System | About | Windows specifications), and your current BIOS version (open a Run dialog box, enter msinfo32 to open your System Information panel, and look for the “BIOS Version/Date” field)? If your exact computer model is a G7 17 7700 then the support page <here> recommends Dell G7 7500/7700 System BIOS v1.16.0 (released 07-Jul-2022).

If you go to Control Panel | Programs | Programs and Features what is the current version of SupporttAssist listed there, and is the .NET (Core) Runtime v5.0.17 installed on your system (see image below)? Note that this .NET Runtime v5.x is a new system requirement for SupportAssist v3.11.4.29 (see the minimum system requirements posted <here>). From Control Panel | Programs | Programs and Features on my Inspiron 5584:

Win 10 Pro V21H2 Control Panel SupportAssist v3_11_4_29 and MS NET Runtime v5_0_17 21 Jul 2022.png

Dell employee jbilinski also posted on 28-Jun-2022 in Admiral1989's SupportAssist - Installation Failed Message that "Dell TechHub replaces Dell Hardware Scan service and is needed to run the Hardware Scan panel" in SupportAssist v3.11.4.29. If you have the current SupportAssist v3.11.4.29 do you see a service called Dell TechHub when you go to Start | Windows Administrative Tools | Services, and is the Status of that service "Running" ?

Win 10 Pro v21H2 Windows Services Dell TechHub Added by SA v3_11_4_29 19 Jul 2022.png

There are many users having problems either installing or running SupportAssist v3.11.4.29 right now, and if your BIOS is up-to-date, you have the required .NET (Core) Runtime v5.0.17 installed on your system and the Dell TechHub service is running then you might simply want to wait for Dell to release a newer SupportAssist version that installs correctly and has fewer bugs.

I personally don't like SupportAssist - it's too buggy, 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 - see my 12-Jul-2021 comment in ex-jedi's Prevent Automatic Recycle Bin Emptying. I have disabled my Dell SupportAssist and Dell TechHub services so SupportAssist can't launch automatically on my Inspiron 5584 at boot-up, and I've started using Dell Update v4.x to check for Dell software and driver updates. If I ever need to run a hardware scan I can still run Dell's F12 ePSA (enhanced Pre-boot System Assessment) hardware diagnostics from my BIOS, and my Windows 10 OS also has its own built-in hardware diagnostics at Settings | Update & Security | Troubleshoot | Additional Troubleshooters.
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64-bit Win 10 Pro v21H2 build 19044.1826 * Firefox v103.0.1 * Microsoft Defender v4.18.2205.7-1.1.19400.3 * Malwarebytes Premium v4.5.11.202-1.0.1716 * Macrium Reflect Free v8.0.6867 * Dell SupportAssist v3.11.4.29 * Dell Update Windows Universal v4.5.0 * Fusion Service v2.0.58 * Inspiron 5583/5584 BIOS v1.18.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620


1 Rookie

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8 Posts

August 17th, 2022 13:00

Hello,

I have the following;

  • Computer Model: G7 17 7700
  • Operating System: Windows 10 OS
  • Bios/Version Date: Dell Inc. 1.16.0, 7/8/2022
  • SupportAssist Version: 3.11.4.29
  • .NET (Core) Runtime Version: 5.0.17.31213
  • Dell TechHub Service Status: Running

3 Apprentice

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1.2K Posts

August 18th, 2022 12:00

Hi tchauvet:

What antivirus (e.g., Microsoft Defender, McAfee LiveSafe, etc.) do you use for real-time protection?

Please let us know the edition (Home or Pro), version and build of your Win 10 OS shown at Settings | System | About | Windows Specifications. For example, I currently have a fully patched Win 10 Pro v21H2 Build 19044.1889 OS. If you open a Run dialog box and enter winver you should also be able to find your version and build there.

One more Windows service to check. When you go to Start | Windows Administrative Tools | Services, is the Status of the Dell Client Management Service also "Running"? BASSHFTMSXB69 reported <here> on 15-Aug-2022 that this service had somehow been disabled on their system.

Win 10 Pro v21H2 Services Dell TechHub and Client Management Services Running 16 Aug 2022.png

If you haven't already done so, please disable your Fast Startup power option (also known as hybrid boot-up / hybrid shutdown) as instructed in Option 1 of the TenForums tutorial How to Turn On or Off Fast Startup in Windows 10 and then re-boot your computer to  see if SupportAssist launches correctly. This power option is enabled by default but Fast Startup can interfere with the loading of services and drivers of third-party software at boot-up and cause unexpected problems, and Microsoft has acknowledged that Fast Startup can even interfere with Windows Update - see the MS support article Updates May Not Be Installed With Fast Startup in Windows 10. As a general rule I always recommend that anyone with a Win 8.1 or higher OS should disable Fast Startup.

Warning: After Fast Startup is disabled, your first system restart might be slow If you have Windows updates pending installation. Be patient and don't restart your computer while the installation(s) are trying to run to completion.

Win 10 v21H1 Power Options Turn Off Fast Startup 27 Nov 2021.png

Do you have a Dell Update v4.x application installed on your G7 17 7700, and if so does it run correctly? I currently use Dell Update Windows Universal Application v4.6.0 (rel. 05-Aug-2022, the universal app for Win 10 and Win 11 only) but the Driver & Downloads tab <here> on the Dell G7 17 7700 support page also lists Dell Update Application v4.6.0 (rel. 05-Aug-2022, the "old-style" Win32 installer for Win 7 SP1 and higher) and Dell Command | Update Application 4.3.0 (rel. 29-Jul-2021). If you enter you unique service tag on the Overview tab <here> of your support page then the Driver & Downloads tab should offer the Dell Update and/or Dell Command | Update application(s) that are recommended for your system.

Is there any reason why you haven't updated your Dell G7 7500/7700 System BIOS to v1.17.0 (rel. 09-Aug-2022)?  I'm not sure if a BIOS update would actually help, but NOTE that I never allow SupportAssist or Dell Update to install a BIOS update on my Inspiron 5584 - I always close all my running programs, download the standalone .exe installer from the support page for my Inspiron model and save it to my desktop, right-click the .exe file, and choose "Run as Administrator". There are even some users who don't feel this "Update from Windows" method is safe and prefer to use the "Update from BIOS Boot Menu" method using a removable USB thumb drive. Both these methods are described in the detailed release notes <here> for the latest Dell G7 7500/7700 System BIOS v1.17.0 (see the section titled "Installation Instructions").
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64-bit Win 10 Pro v21H2 build 19044.1889 * Firefox v103.0.2 * Microsoft Defender v4.18.2205.7-1.1.19500.2 * Malwarebytes Premium v4.5.13.208-1.0.1740 * Macrium Reflect Free v8.0.6867 * Dell SupportAssist v3.11.4.29 * Dell Update Windows Universal v4.6.0 * Inspiron 5583/5584 BIOS v1.20.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620


1 Rookie

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8 Posts

August 23rd, 2022 21:00

Hello,

I have the following;

  • Antivirus: McAfee LiveSafe
  • Windows 10 Edition: Home
  • Windows 10 Version: 21H2
  • Windows 10 Build: 19044.1889
  • Dell Client Management Service: Running
  • Fast Startup Power Option: Disabled and Restarted the computer but when I run the "Get Drivers  & Downloads" portion of Dell SupportAssist, it still doesn't connect to the internet.
  • I have Dell Update v4.6.0 and it runs correctly.
  • I have updated the Dell G7 7500/7700 System Bios to the latest version according to the Product Support page for my computer based on the service tag.

 

3 Apprentice

 • 

1.2K Posts

August 27th, 2022 13:00

Hi tchauvet86:

Do you connect to the internet with an Ethernet cable?   Eugene723 posted today (27-Aug-2022) in SA Unable to Connect to Internet via LAN, Connects via WiFi that SupportAssist only runs correctly on their computer if they disconnect their Ethernet (LAN) cable and connect to the internet using a wireless / WiFi connection.

Also note that crimsom reported today in 17 R5, SupportAssist x64 v3.12.5.0 or v3.12.1.180 Installation Invalid that they were offered an update to v3.12.1.80 when they launched SupportAssist v3.11.4.29 on their Alienware 17 R5.  I launched SupportAssist on my Inspiron 5584 and it reports that v3.11.4.29 (rel. 23-Jun-2022) is still the latest version, so I'm not sure if Dell is waiting for initial feedback before they push out v3.12.x to more users.
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64-bit Win 10 Pro v21H2 build 19044.1889 * Firefox v104.0.0 * Microsoft Defender v4.18.2205.7-1.1.19500.2 * Malwarebytes Premium v4.5.14.210-1.0.1751 * Macrium Reflect Free v8.0.6867 * Dell SupportAssist v3.11.4.29 * Dell Update Windows Universal v4.6.0 * Inspiron 5583/5584 BIOS v1.20.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

1 Rookie

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8 Posts

September 5th, 2022 23:00

Yes

My Computer is connected to the internet with an Ethernet Cable.

1 Rookie

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8 Posts

September 6th, 2022 21:00

Hello,

I disconnected the Ethernet Cable and it's now connected to the internet.

 

But there has to be a way to connect it through the ethernet cable.

 

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