17 Posts
0
20954
SupportAssist not working
I originally posted this incorrectly on the Inspiron group...
This is regarding a one week old XPS 15 7590.
SupportAssist did run once (and undid the network configuration). The next time, it got stuck forever on "validating" and used up a lot of CPU.
Now, the SupportAssist application won't even open to allow it to be configured.
Can someone explain what the advantage is if any, in terms of keeping drivers and BIOS updated, between using SupportAssist and using Dell Update, or even going to the Dell Web site to check for new drivers? I would rather do my own clean-up, etc. and not have to clean up after unwanted changes it makes...
Thanks!
Mary G
4 Operator
4 Operator
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20.1K Posts
0
December 8th, 2019 07:00
You can uninstall it. Most advanced users do. Support Assist has been known to recommend incorrect driver/bios updates for laptops, which are rarely updated since the hardware doesn't change. Just check once in a while as you have been doing.
martinb0820
17 Posts
0
December 8th, 2019 07:00
Thanks!
Salty77
1 Message
0
December 29th, 2019 17:00
You recommend that folks uninstall SupportAssist. What do you mean to "Just check once in a while as you have been doing"?
martinb0820
17 Posts
0
January 12th, 2020 17:00
"Just check once in a while as you have been doing" == Run Dell Update occasionally to check and install new drivers, etc.
Nic808
34 Posts
1
January 12th, 2020 17:00
So basically, you recommend to uninstall what users are paying for when choosing Premium support ?
This is suppose to be one of the main feature of Premium level but it keep crashing.
Do we need another assist tool do diagnose SupportAssist crashes ?
Martinez275
30 Posts
0
February 13th, 2020 12:00
Thats not a viable solution because Ive done that numerous times and doesnt fix it. Wouldnt that be great that a uninstall and reinstall would solve the problem. Hasnt solved it for me.
DELL-Cares
Moderator
Moderator
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25.7K Posts
0
February 14th, 2020 16:00
Hi,
I hope you're doing good.
I am awaiting your response to earlier messages and waiting to move further on the case.
Thank you.
Regards,
Alaina
Martinez275
30 Posts
0
February 14th, 2020 22:00
None of that worked.
DELL-Cares
Moderator
Moderator
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25.7K Posts
0
February 14th, 2020 22:00
Hi,
I have replied to you via a private message.
DELL-Gautam M
Social Media Support
#IWork4Dell
Martinez275
30 Posts
0
February 14th, 2020 23:00
One unrelated question about dell tech support on the phone. Why are agents so unpatient and rude? Sometimes they put you on hold for about half an hour and all sudden finally hang up on you and dont bother to call back,even though they asked for your phone# before proceeding. They put you on hold supposedly because theyre looking something up or doing something related. And its the same every time I contact support. And sometimes they say theyll email with instructions on how to troubleshoot on your own. And never do. And if remote assist is not working on the computer being fixed, they blame the internet connection that its not fast enough and until its fast they can help you. Its a nightmare to go through that process again and again and get nowhere. This just happened yesterday.
jorr333
1 Message
0
March 11th, 2020 12:00
Martinez 275, maybe you are impatient with or not being respectful to the agents? I've had numerous dealings with Dell agents, and have seen some bend over backward to be helpful and gone way beyond the norm.
Best regards.
Martinez275
30 Posts
0
March 11th, 2020 18:00
I know better than being disrespectful to anyone trying to help me being agents or whomever. Its just everytime I’ve called dell support, I havent had a pleasant experience that I believe everyone should have. Everytime they try helping me troubleshoot they put me on hold for about 5-10 min, until they hang up and dont bother calling back, even though they asked for my phone # in case that happened. It seems that theyre the disrespectful ones by not even calling to appologize, yet staying on the line to fully help me solve my computer issues. Theyre so impatient and rude when my computer refuses to connect to remote assist. According to them, thats the only way they could help me. If my laptop cant connect, Im pretty much doomed. They refuse to acknowledge that its their faulty diagnosing programs that are full of flaws. I hate having complaints but its what Ive experienced. Im sure Im not the only one with complaints about dell support, if you look in online forums, its full of them.