Solved!
Go to SolutionJ
JasonAllen5570
1 Rookie
•
8 Posts
4
154484
June 21st, 2018 18:00
Dell SupportAssist not responding
I have a Dell Inspiron 5570.
Earlier today, i ran SupportAssist to optimize my laptop and then after an hour I opened it again then suddenly it's stuck at loading until it says "not responding"
Help please.
@JasonAllen5570 and All,
Thanks for your valuable feedback. We heard you and resolved the issue with a hotfix. SupportAssist pushed an update to address “unresponsive SupportAssist application issue (due to missing logo)”. This update happens silently in the background and doesn’t require any user interaction. All systems are expected to get this auto update by end of today,June 28th. Please relaunch SupportAssist and ensure issue is resolved.
PS: Please do not rename logo file any more, issue gets resolved with specified auto update.
Thanks,
Dell – Kumar
Robert P (retired)
6 Operator
•
9396 Posts
137640
2
Posted June 22nd, 2018 06:00
Hi JasonAllen5570,
Thanks for posting. Apologies that SupportAssist is not performing as expected.
Unfortunately, you're not the only one with this issue, but fortunately there is a fix.
A new version of SupportAssist has just been released, so the best way to take advantage of it is to remove all instances of SupportAssist from your computer. There's at least 2 and may require a 3rd party program removal tool to get it all. Once that's done, re-install the SupportAssist program from the website.
If you need additional assistance, please contact me privately and don't forget to include your personal information along with your computer's service tag number. Thanks.
Robert P (retired)wackieworld
3 Posts
137203
1
Posted June 24th, 2018 13:00
Brilliant worked like a charm. Thank you very much.
biff_wonsley
1 Message
82201
1
Posted June 25th, 2018 05:00
Your solution of renaming a simple png file buried deep in the Program Files folder is utterly ridiculous.
And it worked! Crazy. Thank you for posting this solution.
DELLICIOUS627
2 Posts
9070
0
Posted June 25th, 2018 08:00
Go to C:\Program Files\Dell\SupportAssistAgent\bin\Resources\New-Dell-Logo-White-Small and rename icon by deleting the ( - Small ) Should look like (New-Dell-Logo-White) (without the dot PNG) ( .png )
I tried it with the dot PNG) ( .png ) but it did not work....so i tried without the dot PNG) ( .png ) and PRESTO
Good luck!!
JasonAllen5570
1 Rookie
•
8 Posts
137546
43
Posted June 22nd, 2018 15:00
Greetings dell-robert p!
After reading some forum posts about the same issue that I have, I've seen that even they have installed the latest version, the problem still exists.
However, the solution I've found worked pretty well. All I did was rename a file as stated here: "Went to C:\Program Files\Dell\SupportAssistAgent\bin\Resources\New-Dell-Logo-White-Small.png and deleted -Small. Should look like New-Dell-Logo-White.png." and it started working again.
2.2.1.23 is the SupportAssist Version that I have btw.