maxwelton

updated

7 years ago

M

maxwelton

1 Rookie

11 Posts

1

47673

September 28th, 2019 03:00

Dell SupportAssist version 3.3.3 will not install

Today, I uninstalled my Dell SupportAssist because it would not finish checking "Get Drivers & Downloads."  It got stuck at 80% completion.  Unfortunately, now I'm not able to install the SupportAssist download (Version 3.3.3) on my Dell XPS 15 9530 laptop with Windows 10 Pro Version 1903.  Any help in solving this problem will be greatly appreciated.  Thank you

  • ApatheticRealist

    1 Rookie

    7 Posts

    38779

    1

    Posted February 19th, 2020 08:00

    Problem is solved. I went through too many steps with Dell to document here so I will focus on the salient points.

    • Soon - less than a half hour - after my initial posting Dell reached out to me; I didn't have to contact them.
    • After uninstalling the Dell Support Assist Dell Update Plugin I was able to re-install Dell Update but still not able to re-install SupportAssist.
    • I renamed the folder C:\ProgramData\SupportAssist so the next install attempt would create a new folder that I could inspect. In the file C:\ProgramData\SupportAssist\Client\Agent\logs\ApplicationLogs\SupportAssistAgent.txt I found the following lines at the end of the install log. The beginning of each line has been cut off for brevity:

             Installation Failed with return code : 1642
            Upgradation of SupportAssist failed.
            SupportAssist download/installation failed with return code: SupportAssistUpgradeFailed
             Application Exit Code: 19

    • I Googled return code 1642 and also with the 'Upgradation of SupportAssist' message I guessed that there must be some remnant of the previous install that was triggering an upgrade attempt instead of a new install. However I did not know what the remnant could be assuming that was the problem.
    • Dell eventually asked for a remote session. We did the remote session and it looked like the Dell support team deleted the registry key HKEY_LOCAL_MACHINE\SOFTWARE\Dell\ UpdateService\SupportAssistAgent or simply Dell\SupportAssistAgent. I wasn't able to take a screenshot of the exact key. I did not observe any other changes being made to the system besides the registry key delete.
    • My best guess is the registry key that was deleted was the part that was tricking the install into trying an upgrade of an installation that didn't exist and caused the install failure.

    In conclusion my Dell Update is working again. So is SupportAssist. I will keep Dell Update running (driver update process is fabulous) but stop the SupportAssist service as it is taking over 650 Mb of memory at the moment. But it is there if I ever need it again. Dell, please fix SupportAssist to not use so much memory!

    I would like to recognize Akshatha and Dilip for their valuable assistance.

  • ThomasAAT

    2 Intern

    393 Posts

    42625

    0

    Posted September 28th, 2019 07:00

    Same problem I had. Fixed by doing the following;

    First make sure that windows is up to date with the latest updates. There is a new update for SA (version 3.3.3). So uninstall your current version and run CCleaner to fix registry errors and temp files. Restart your pc and download SA installer from here: https://downloads.dell.com/serviceability/catalog/SupportAssistInstaller.exe Run it as administrator and let it do is thing.

  • maxwelton

    1 Rookie

    11 Posts

    42619

    1

    Posted September 28th, 2019 08:00

    Thank you for your reply.  I followed your directions, but unfortunately I am still not able to install Dell SupportAssist version 3.3.3.

  • ThomasAAT

    2 Intern

    393 Posts

    42609

    0

    Posted September 28th, 2019 12:00

    Sorry to hear that it didn't work for you. Witch windows build are you on? I am on 1903 latest build.

  • maxwelton

    1 Rookie

    11 Posts

    42606

    1

    Posted September 28th, 2019 12:00

    Thank you for your reply.  I’m on Windows 10 Pro Version 1903 (latest update).

  • ThomasAAT

    2 Intern

    393 Posts

    42592

    0

    Posted September 28th, 2019 13:00

    Also make sure to uninstall the dell supportassist that is installed by windows store. So check your apps list and uninstall both versions of Supportassist before trying my solution again. 

  • DELL-Cares

    Moderator

    27815 Posts

    652 Points

    42744

    0

    Posted September 28th, 2019 16:00

    Hi,

    Thanks for getting in touch with us. Have you tried uninstalling Support Assist from Contrl Panel and then reinstall Support Assist?

    If not you can follow the steps provided below:

    1. Search for control Panel

    2. Under programs>Uninstall a program

    3. Select Support Assist 

    4. Right click on it and uninstall the same.

    Once done, restart the system and install Support Assist using the link below:

    https://dell.to/2lU5Cki

    Run the application. Ensure that you are connected to the internet during the complete process. 

    The application will update to the latest version. 

    Let me know if this helps.

    -Mellisa.


    #IWork4Dell

    For all non-technical issues that require your private data, we must communicate via a private Direct Message
    Dell Partner GEM Program
    , Out of Warranty Support Options, BIS (Bureau of Indian Standards) certificate, Get a copy of your Dell invoice

  • maxwelton

    1 Rookie

    11 Posts

    42714

    3

    Posted September 28th, 2019 18:00

    Yes, I had previously uninstalled both SupportAssist versions and SupportAssist Agent from Control Panel, but unfortunately, I still cannot install SupportAssist using the link https://dell.to/2lU5Cki.


    Also, I followed "Dell SupportAssist Not Installing (Official Dell Tech Support)” instructions on YouTube (https://www.youtube.com/watch?v=oHS2HvOoarc) without any success.

    I have not yet tried uninstalling Dell SupportAssist Remediation or Dell Update - SupportAssist Update Plugin. Do these two applications also need to be uninstalled?


    Thank you both for your support.

  • Marty73

    9 Posts

    42698

    1

    Posted September 28th, 2019 23:00

    I'm also having the same issue (Inspiron 3580), have tried various solutions and SA refuses to install.. 

  • 42672

    1

    Posted September 29th, 2019 02:00

    Same situation for me.  Suggestions do not work!