SupportAssist Scan Hardware Not Working

 Same here. Extremely frustrating. 

@DanNJ316 

It is not just Malwarebytes that interferes with SupportAssist running a hardware scan.  Any security programs can do that.  Try adding the folder "C:\Program Files\Dell\SupportAssistAgent" to the list of folders, if any, that are exempt (allowed) to launch without being "monitored" by AVG.

If that does not work, you can try uninstalling and reinstalling SupportAssist.

I hope this helps.  Have a great day.

Regards,
-Phil

nothing but problems with this software :

on my insperion- the hardware scan is not working, despite running with administrator rights.

could the Norton antivirus programs be defeating it ?

further problem with updating my user 'profile' - says  i have a later version of VCruntime140_1.DLL that dell does not recognise and will not install  the original version.

says Acrobat PDF browser plug-in is missing, too ! !

@oldpete1 

Simple test is turn off all Norton Protection and see if the Hardware Scan will run successfully to completion.

Any security software can potentially block SupportAssist from running a Hardware Scan, not just Malwarebytes.

Have a great day.

Regards,
-Phil

After support assistance is run and the date is shown as the present date, the date for scan hardware is changed back to an earlier date.  I now receive "run support assistance" notices every day because of this. I have  no idea of what to do.

This software has never really worked properly and Dell doesn't support it adequately. Users are better off finding and using a 3rd party application like IObit's complete system care Pro.

Don not use third party uninstallers. 

Follow this 

Follow this Guide from start to end do not miss any steps 

You may find that a few thing I am recommending to delete are already deleted from your computer so skip those steps.  

1 Use Microsoft's Installer : 

This step is crucial as Microsoft's uninstaller disables the services as well. Choose SupportAssist and uninstall, Uninstall Dell updates by running the the uninstaller again. If Support Assist doesn't show in List ignore this step. 

Reboot (important) 

2. Delete following folders and ignore the once which are already deleted. 

C:/ Program Data/ PCDR 

C:/ Program Data/Supportassist 

C:/ Program Data/Dell/Dell data volt 

C:/ Program Files/ Dell/Supportassist 

C:/ Program Files/ Dell/ Dell data Volt 

C:/ windows/Temp (everything inside the folder 

Remove these Registries 

Navigate to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services key.

Delete Dell hardware service, Delete Dell client management service, Delete Dell updates. 

Open device manager > system devices : If you see 2 Dell dala volt devices, please uninstall the second one. 

Reboot 

install SupportAssist 

I'm having the same problem with my Inspiron 3847; ever since the last update to the support assist software, my hardware scan fails with errors:  Dell, do you have a way of resolving this?  I've tried stopping the services for my antivirus software (McAfee) but, the scan still errors out

Same here.   Everything worked within SupportAssist for years.  Then last week this started.  Something has changed within SupportAssist.

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@katiebowen wrote:

Same here.   Everything worked within SupportAssist for years.  Then last week this started.  Something has changed within SupportAssist.

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Hi katiebowen:

This thread was started by DanNJ316 on 13-Jan-2021 who was running SupportAssist v3.8.1 on a Win 8.1 Inspiron 3537 laptop. Are you having the identical problem described in their original post (i.e., Scan Hardware runs to completion in only a few seconds and then asks you to "Log In as an Administrator to perform some tasks on this PC.") or are you seeing a different error message when you try to run your hardware scan?

What is your Dell computer model, Windows operating system system (if Win 10 or 11 please include the version and build shown at Settings | System | About | Windows Specifications), and current version of SupportAssist? Do you have a third-party antivirus and/or anti-malware program that loads at Windows startup and runs in real-time protection mode (e,g, McAfee LiveSafe, Malwarebytes Premium, etc.) installed on your system? User garioch7 reported in their Feb 2020 thread SupportAssist Will Not Scan Hardware that it is sometimes necessary to create scan exclusions for SupportAssist files and folders in your antivirus or anti-malware settings so these security programs don't interfere with SupportAssist.  We should be able to help you create these scan exclusions once we know what antivirus and/or anti-malware you use on your system.

If you have a Win 8.1 or higher OS I'd also suggest that you disable the Fast Startup power option (also known as hybrid boot-up / hybrid shutdown) at Control Panel | System and Security | Power Options | Choose What the Power Buttons Do | Shutdown Settings | Turn on Fast Startup and then re-boot your computer to see if this solves your problem. This power option is enabled by default but Fast Startup can interfere with the loading of services and drivers at boot-up and cause all sorts of unexpected glitches and strange behavior with third-party programs, 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. The instructions in the TenForums tutorial How to Turn On or Off Fast Startup in Windows 10 should also work for Windows 11.

If none of the above suggestions help then a clean reinstall of SupportAssist might get your hardware scan working again. I normally use the instructions in DELL-Chris M's SA Uninstall / Reinstall (instead of uninstalling all SupportAssist-related software from Control Panel | Programs | Programs and Features I usually go one step further and use Revo Uninstaller Free in Aggressive Mode that will remove orphaned registry entries and files left behind by the native uninstaller) but you might prefer to use the alternate instructions that XPS_Man posted <above>.
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64-bit Win 10 Pro v21H2 build 19044.1586 * Firefox v99.0.0 * Microsoft Defender v4.18.2203.5-1.1.19100.5 * Malwarebytes Premium v4.5.7.186-1.0.1645 * Dell SupportAssist v3.10.4.18 *  Dell Update for Windows 10 Universal 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

Same problem occuring on Dell 7070 PC.  Scan hardware runs and at the end, shows a day over 30 days old.

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@MS HelpOC wrote:

Same problem occuring on Dell 7070 PC.  Scan hardware runs and at the end, shows a day over 30 days old.

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Hi MS HelpOC:

Note that Dell is currently rolling out a new SupportAssist v3.11.1.18 and many users have reported problems with this version. See Chainsaw_Dude's 01-May-2022 thread SupportAssist Has Stopped Working for one example.

This thread was started over a year ago and the original poster DanNJ316 was running SupportAssist v3.8.1 on a Win 8.1 Inspiron 3537 laptop. Are you having the identical problem described in their original post (i.e., Scan Hardware runs to completion in only a few seconds and then asks you to "Log In as an Administrator to perform some tasks on this PC.")? If you are seeing a different error when you run a manual hardware scan it might be better if your started a new topic in this SupportAssist for PCs board so DanNJ316's thread doesn't go off-topic.

Please read my 12-Apr-2022 reply <above> to katiebowen and provide as much information requested there as possible in your next post (e.g., if your Dell 7070 is an OptiPlex 7070 or Optiplex 7070 Plus, the version and build of your Win 10 Pro OS, your SupportAssist version, all antivirus and anti-malware programs that load at boot-up and run in real-time protection mode, etc.). If you have installed the Dell SupportAssist OS Recovery Tools (listed in Control Panel | Programs | Programs and Features as as Dell SupportAssist Remediation)  for your emergency recovery environment also let us know if you have the current Dell SupportAssist Remediation v5.5.2.16157.  From my Inspiron 5584:

Are you still experiencing the slow system performance you described in your 01-Apr-2022 thread Dell PC 7070 Optiplex Windows 10 Office 365 - DropDown Menu Problem? You mentioned in that earlier thread that you use Norton 360 (I'll assume you have the current v22.22.3.9) as your antivirus, so have you tried the workaround suggested in my reply to katiebowen and created scan exclusions in your antivirus and/or anti-malware for your SupportAssist folders and files? I haven't used Norton for a few years but my 14-Nov-2019 post <here> in the Norton forums has some hints for creating scan exclusions, and garioch7 provided a list of SupportAssist files and folders that should be added to your antivirus scan exclusions in their Feb 2020 thread SupportAssist Will Not Scan Hardware.

I have all automatic background scanning turned off in SupportAssist [Options (gear icon) | Settings | Automate Scans and Optimizations | Scan Your System and Drivers At:] and currently have my Dell SupportAssist service disabled so it doesn't launch automatically at Windows Startup (I prefer using Dell Update to check for available updates), but I launched my SupportAssist v3.10.4.18 today and ran manual "Get Drivers & Downloads" and "Scan Hardware" scans and both ran correctly. If you check the Recent Activity log on the History tab of SupportAssist does it provide any details about your latest hardware scan?  From the manual hardware scan today on my Inspiron 5584:

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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

Hi i only noticed this a few days ago as I run all scans etc before I back up my PC to an external drive. I recovered my PC from a system image created in June 2022 and all scans worked OK 

I then updated Norton,  System Mechanic Windows updates etc and checked support assist after each update and the hardware scan worked each time 

I then updated SA to the latest 18 version and the hardware scan would not run correctly

i would say the issue lies with the latest SA update and has nothing to do with any virus protection been used

I have gone back to the previous version and i  will not install the latest update and all is working ok for now

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@John JC wrote:
....i would say the issue lies with the latest SA update and has nothing to do with any virus protection been used

I have gone back to the previous version and i  will not install the latest update and all is working ok for now

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Hi John JC:

This is an older thread that started before the latest SupportAssist v3.11.4.29 started rolling out in June 2022. The minimum system requirements listed in the v3.11.4 release notes <here> state you must now have .NET Core Runtime v5.0.x in addition to Microsoft .NET Framework 4.7.2.  Moderator 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" so that's another major change that's been introduced in SupportAssist v3.11.4.29.

The .NET Runtime v5.0.16  (KB5013354) was installed on my Inspiron 5584 by Windows Update in April 2022 (why I don't know but see the image below) before the latest SupportAssist v3.11.4.29 update was applied, and "Get Drivers & Downloads" and "Scan Hardware" scans are currently running correctly from the Home tab of SupportAssist. Note that I also have the latest Fusion Service v2.0.38.0 recommended on the support page for my laptop model, and when I check at Start | Windows Administrative Tools | Services I see that both the Fusion Service and Dell TechHub services are running on my system.

If you're having problems running SA v3.11.4.29 you might want to start a new topic so your issue receives more attention. If you do be sure to include your Dell computer model and Windows OS (if Win 10 or Win 11 include the version and build shown at Settings | System | About | Windows Specifications) since problems with SA v3.11.4.29 seem more common on Win 11 and/or higher-end XPS/Alienware/Latitude/OptiPlex models.
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64-bit Win 10 Pro v21H2 build 19044.1766 * Firefox v102.0.0 * Microsoft Defender v4.18.2205.7-1.1.19300.2 * Malwarebytes Premium v4.5.10.200-1.0.1709 * Macrium Reflect Free v8.0.6758 * Dell SupportAssist v3.11.4.29 * Dell Update for Windows Universal v4.5.0 * 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