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12325
April 9th, 2018 10:00
Dell Diagnostics not working, maybe due to SupportAssist problem
I'm trying to run online Dell diagnostics for my XPS 15 L521X on this site, but am unable to do so.
Every time I try to run a quick or full test, it does one of two things on step 1 of the diagnostic (Verifying SupportAssist):
- Tells me I don't have SupportAssist installed (I do). I then download and run the installer, which then checks for updates, tells me there aren't any, and presents me with an exit button for SupportAssist.
- Opens SupportAssist, which then does the same thing (checks for updates, tells me there aren't any, and presents me with an exit button)
If I don't click the exit button, the diagnostics page hangs forever. If I do, the diagnostics page moves on to Step 2, and then gives me an error box saying "There was an issue with diagnostics."
This same behavior occurs on both Google Chrome and Microsoft Edge. The machine's running latest version of Windows 10 1709 and the latest BIOS (A17).
Any input you can provide would be appreciated. Thanks!
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LSUFAN51
4 Operator
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6.5K Posts
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April 9th, 2018 11:00
I'd suggest using Dell off line diagnostic to check the hardware on system by following steps in the link below.
ePSA Pre-boot System Assessment (Official Dell Tech Support) - YouTube
After the quick tests finished, select hard drive and then Thorough Test Mode. After hard drive test, I suggest you do the same for Memory or any other hardware device that you suspect causing a problem on the system.
LSUFAN51
4 Operator
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6.5K Posts
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April 9th, 2018 11:00
By the way, Support Assist act up every now and then, you can always check later to see if Dell online diagnostic is working normally again.
JTS4963
19 Posts
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September 26th, 2018 05:00
I'm having the same problem. Hangs at 0%.