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bloop1000

1 Rookie

 • 

1 Message

1025

April 21st, 2024 16:01

SupportAssist won't scan

SupportAssit will not do any type of scan. I get a notice that a scan is already in progress. I have rebboted, uninstalled and reinstalled the program but it still gives me the same error.

14 people also have this problem

DELL-Nat M

Community Manager

 • 

2.8K Posts

July 8th, 2024 17:03

Hi, please try running a clean uninstall first by following the steps below:

Warning: Restart the computer before the uninstall attempt to ensure that no binaries are loaded at the time the uninstall is performed.

  1. Uninstall SupportAssist from Windows. Go to Control Panel, then Add or Remove Programs, and then Uninstall.
  2. Do not use any third-party tool to uninstall SupportAssist. This should be the last option.
  3. To upgrade SupportAssist from an older version, Tech support should not uninstall and install SupportAssist rather they install SupportAssist which will, in turn, uninstall/install and migrate the required data.
  4. There is no further cleanup that is required when you follow the normal uninstall procedure.
  5. Ensure during uninstall, none of the following are open. SupportAssist database, SupportAssist log files, SupportAssist UI, Command Prompt (with C:\Program Files\Dell\SupportAssistAgent\ path), Regedit (with SupportAssist path).
  6. Ensure that the following Windows services are removed from Windows Services when an uninstall is done and started when an upgrade or new install is performed.

Dell Client Management Service, Dell Data Vault Collector, Dell Data Vault Processor, Dell Data Vault Service API, Dell SupportAssist, Dell TechHub
Figure 1: Dell Client Management Service, Dell Data Vault Collector, Dell Data Vault Processor, Dell Data Vault Service API, Dell SupportAssist, Dell TechHub

  1. After an uninstall, if still encountering SupportAssist installation issues, reboot the computer and try the operation again.
  2. Always download the latest version of SupportAssist from SupportAssist for Home PCs.
  3. See the User Guides and Manuals for new release features and instructions.
  4. Open SupportAssist after successful installation then have the customer perform SupportAssist registration with Dell.

If none of the steps resolve the issue and your system is in warranty, please click on Get Help Now button located at the bottom right corner of the page to chat with a live agent. 

(edited)

Mercurio1

1 Rookie

 • 

2 Posts

April 22nd, 2024 13:37

Yeah, same issue. I don't know which is worse, Dell or Windows for asking me to reboot. Has no progress been made in the last decade since I used windows? The support assist App was working, then it stopped and after reinstalling, the app version is different, seems older. The lack of error reporting is pathetic, just says reboot and try again. Also, the help guidance where it says make sure it's not being blocked by the Firewall fails to state whether the Support Assist app needed an exception through the firewall in the first place, when it was working. If these so-called computer technicians would think about the hoops they make people jump through, they just might stop wasting our time and do their job themselves. Presumably the app reports errors back to Dell, so what's going on? Many people have this issue.

(edited)

Woosnam

1 Rookie

 • 

4 Posts

June 14th, 2024 15:29

Support assist.. Will not check for updates.

                         Will not scan at all. Says another scan is running. No other scan is running.

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