SupportAssist will not scan hardware

@JTJT 

Malwarebytes Premium is not the only anti-malware/anti-virus program that interferes with the SA "Scan Hardware" component.  Do you have McAfee installed?  It too is known to cause the same issue.  I use Bitdefender 2020 Total Security and it has no issues with SA, but perhaps other anti-virus or anti-malware software does?  What security software are you using.

Your issue does not sound the same as the one I reported, in that my "Hardware Scan" would go from "Preparing" to 100% (No Issues Found) in a matter of seconds.  The "History" tab would show that the scan had not started, which is a problem, since the "Home" page was saying "No Issues Found."

Regards,
-Phil

So, here's my dilemma.  I'm not running malwarebytes and I still can't run scan hardware.  It just shows "preparing" at 0%.

@brecojay 

Go to your Windows Security Center and follow the Steps->

(My System is in German)

Step 1

Step2

Step 3

Step 4

Add your path and lets check your Hardware Scan.

Best regards

CoreTekk

I appreciate the heads up regarding Malwarebytes Premium. I added the two folders you suggested to the allow list, rebooted my computer, and I was finally able to run the "Scan Hardware" feature. 

@JayBean :

You are most welcome.  Glad that it worked for you.

Have a great weekend.

Regards,
-Phil

The solution from AJ_123 here https://www.dell.com/community/SupportAssist-for-PCs/SupportAssist-will-NOT-run-quot-Scan-Hardware-quot/td-p/6126002/page/4 worked for me! The only difference was I had to start the Dell Hardware Support Service (it was not running). When I did that, then started the Dell SupportAssist, the hardware scan ran normally.

I also DO NOT have Malwarebytes, yet my Hardware Scan fails with "Default Scan - Error".  It will run about 2 minutes stating 'preparing', the just ends.  I am running Norton 360 and have 'disabled' Norton and tried that way.  Still the same issue.  I don't feel this is that critical so I'm waiting for someone on here to experience the same and maybe find a solution.  I do have 'Basic Hardware' support with Dell, but I've seen some other posts here that say Dell doesn't have an answer -  at least back in Feb, 2020..  Anyone else? 

I have the same issue. And I don`t have malwarbytes installed on my PC, just Eset Nod antivirus. Running Windows 8.1 Pro Dell Inspiron 3847. Before one month, all was OK with Support Assist. Now Scan Hardware remains stuck at 0% in Preparing mode! What kind of lack support is on this site? Thanks.

@sorincalciu 

It isn't just Malwarebytes that can interfere with SupportAssist (SA).  McAfee is known to do so as well, and other security products.  ESET might have new detection algorithms or signatures, or real-time detection capabilities that are now interfering with SA.

Try disabling ESET real-time protection, then launch SA and see if it will scan hardware.  If it does launch and scan, then add the recommended folder exceptions to ESET to prevent future issues.

Let us know if that works.  Have a great day.

Regards,
-Phil

I don't have Malwarebytes and am running Support Assist v. 3.7.  I constantly get error message when trying to run the Hardware scan; all other options run fine.  I uninstalled and reinstalled Support Assist, restarted, etc., but same issue occurs.  Any ideas?

@Eileen V 

Malwarebytes is not the only security application that causes conflicts with SupportAssist (SA).  Try disabling all of your security software.  Turn off Fast Startup, if you have Windows 8 to 10 and reboot your computer.

There was also one report where right-clicking SA, and selecting "Run as Administrator" resolved the issue for one user.

Please let us know if any of these "solutions"  resolve your issue.  Thank you and have a great day.

Regards,
-Phil

I have R5 and Bitdefender but I don't think this is the problem as same combination works on other Aliens R3 and R4 with no problem. I've deleted and reloaded latest Support Assistant. Any other ideas as to fixing why Support Assistant has stopped working properly on this laptop? It has just been running as "preparing to run Hardware Test" for over 15 minutes with no 0% scanned. It's one sick Support Assistant. Trying to cancel just shows red Circle with diagonal band icon so it's a frozen program.

Hi, I have an Inspiron 5559 with Windows 10 Version 1909 and I want to to notice you that I have the same problem. I have only Avast antivirus not Malwarebytes or Mcafee. I tried else to do the same scan on-line and using the Support Assist app.  but doesn't work. I try to quit antivirus and scan both on line and with the app but  the problem still remains.  I think it's a problem of the application because the last successful scan that i made was past 4 January 2021.

I hope in a solution.  Thanks and best regards.

Good news: I just reinstalled the app and it works fine. I hope this help.

Thank you! This worked for me! I went in to Services on my Dell XPS 15 (9560) and looked up Dell Support Assist, which was was not running and was set to manual startup, and turned the service on and restarted Dell Support Assist. The hardware scan ran without any issues.