SupportAssist for PCs

Last reply by 06-12-2022 Solved
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Cannot Install SupportAssist

I'm not able to install SupportAssist.

I have a Dell Latitude 5590.

Windows 10 Enterprise Version 21H2

OS build 19044.1645

I get the following message:

SupportAssist Failed Installation.png

Restarting didn't help, so I looked in C:\ProgramData\dell\SupportAssist\Agent\logs\installer\installer.log and found these lines:

2022-04-17 15:22:00,723 [3.11.0.177] [3488 - 10] INFO Dell.SupportAssist.Client.SupportAssistInstaller.AutoUpgradeHelper.SupportAssistInstallerPackage - Installation of C:\Users\mouah\AppData\Local\Temp\SupportAssistAgent\AutoUpdate\SupportAssistPreReqInstaller.exe exited with return code: 1638, isSuccess : False
2022-04-17 15:22:00,726 [3.11.0.177] [3488 - 1] ERROR Dell.SupportAssist.Client.SupportAssistInstaller.MainWindow - Unexpeceted Error Occured during Asp Or Dot Net Core Installation

Does anyone know why the Asp Or Dot Net Core Installation that it's trying to do is failing?

Solutions (2)

Accepted Solutions
3 Zinc

Hi hue03:

Sidscrat reported a similar error message on their Alienware M17 in their 28-Dec-2021 thread SupportAssist Will Not Install. If you download a fresh copy SupportAssistInstaller.exe file from the SupportAssist for Home PCs page, save it to your desktop, and right-click and choose "Run as Administrator" does the installation run to completion?

In Sidscrat's case I believe they manually removed remnants of their previous SupportAssist installation first as instructed in the official Dell Tech Support video Dell SupportAssist Not Installing before they ran the SupportAssistInstaller.exe installer with Administrator rights, but I'm not sure if that extra step to manually cleanup  orphaned files and registry entries from the previous installation was actually necessary.

If that doesn't help there are a few other suggestions in Sidscrat's thread (e.g., trying a clean reinstall of SupportAssist as instructed in Dell employee DELL-Chris M's SA Uninstall / Reinstall) that might fix your problem.

I'm not familiar with Enterprise editions of Windows 10, but if none of the above suggestions help open a command prompt with Administrator rights and run the command "dotnet --list-runtimes" (without the quotes) as shown in the image below to see what .NET runtimes are installed on your computer.  Windows Update installed KB5013354 during the April 2022 Patch Tuesday updates on my Win 10 Pro OS and Control Panel | Programs | Programs and Features now lists Microsoft .NET Runtime v5.0.16 (x64) as an installed program.  As far as I know SupportAssist does not require require a .NET (previously called .NET Core) runtime to be installed but perhaps that's a new requirement if you have an Enterprise editions of Windows 10.

Win 10 Pro v21H2 Command Prompt List Runtimes v5_0_16 Installed 16 Apr 2022.png

Win 10 Pro v21H2 Control Panel Programs and Features NET Runtime v5_0_16 15 Apr 2022.png
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64-bit Win 10 Pro v21H2 build 19044.1645 * Firefox v99.0.1 * Microsoft Defender v4.18.2203.5-1.1.19100.5 * Malwarebytes Premium v4.5.8.191-1.0.1666 * Dell SupportAssist v3.10.4.18 * Dell Update for Windows 10 Universal v4.5.0 * Macrium Reflect Free v8.0.6635
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

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Community Accepted Solution

Thank you for your detailed response.

While none of your suggestions worked, your screenshot of Programs and Features showing Microsoft .NET Runtime v5.0.16 (x64) provided a clue.  I actually had both (x64) and (x86) versions installed.  That was suspicious, and I figured if SupportAssist was going to need it, it would install it anyway, so I uninstalled both versions.  Lo and behold, the SupportAssistLauncher ran to completion.  Thereafter, it was weird.  I didn't see SupportAssist in the Start menu, but it was in the Programs and Features, so I restarted my computer and it appeared in the Start menu, and it's running now.  Thank you again for your help.

View solution in original post

Community Accepted Solution
Replies (8)
3 Zinc

Hi hue03:

Sidscrat reported a similar error message on their Alienware M17 in their 28-Dec-2021 thread SupportAssist Will Not Install. If you download a fresh copy SupportAssistInstaller.exe file from the SupportAssist for Home PCs page, save it to your desktop, and right-click and choose "Run as Administrator" does the installation run to completion?

In Sidscrat's case I believe they manually removed remnants of their previous SupportAssist installation first as instructed in the official Dell Tech Support video Dell SupportAssist Not Installing before they ran the SupportAssistInstaller.exe installer with Administrator rights, but I'm not sure if that extra step to manually cleanup  orphaned files and registry entries from the previous installation was actually necessary.

If that doesn't help there are a few other suggestions in Sidscrat's thread (e.g., trying a clean reinstall of SupportAssist as instructed in Dell employee DELL-Chris M's SA Uninstall / Reinstall) that might fix your problem.

I'm not familiar with Enterprise editions of Windows 10, but if none of the above suggestions help open a command prompt with Administrator rights and run the command "dotnet --list-runtimes" (without the quotes) as shown in the image below to see what .NET runtimes are installed on your computer.  Windows Update installed KB5013354 during the April 2022 Patch Tuesday updates on my Win 10 Pro OS and Control Panel | Programs | Programs and Features now lists Microsoft .NET Runtime v5.0.16 (x64) as an installed program.  As far as I know SupportAssist does not require require a .NET (previously called .NET Core) runtime to be installed but perhaps that's a new requirement if you have an Enterprise editions of Windows 10.

Win 10 Pro v21H2 Command Prompt List Runtimes v5_0_16 Installed 16 Apr 2022.png

Win 10 Pro v21H2 Control Panel Programs and Features NET Runtime v5_0_16 15 Apr 2022.png
--------------
64-bit Win 10 Pro v21H2 build 19044.1645 * Firefox v99.0.1 * Microsoft Defender v4.18.2203.5-1.1.19100.5 * Malwarebytes Premium v4.5.8.191-1.0.1666 * Dell SupportAssist v3.10.4.18 * Dell Update for Windows 10 Universal v4.5.0 * Macrium Reflect Free v8.0.6635
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

Community Accepted Solution

Thank you for your detailed response.

While none of your suggestions worked, your screenshot of Programs and Features showing Microsoft .NET Runtime v5.0.16 (x64) provided a clue.  I actually had both (x64) and (x86) versions installed.  That was suspicious, and I figured if SupportAssist was going to need it, it would install it anyway, so I uninstalled both versions.  Lo and behold, the SupportAssistLauncher ran to completion.  Thereafter, it was weird.  I didn't see SupportAssist in the Start menu, but it was in the Programs and Features, so I restarted my computer and it appeared in the Start menu, and it's running now.  Thank you again for your help.

Community Accepted Solution


@hue03 wrote:
...your screenshot of Programs and Features showing Microsoft .NET Runtime v5.0.16 (x64) provided a clue.  I actually had both (x64) and (x86) versions installed.  That was suspicious, and I figured if SupportAssist was going to need it, it would install it anyway, so I uninstalled both versions.  Lo and behold, the SupportAssistLauncher ran to completion....

Hi hue03:

Thanks for letting us know that your SupportAssist installation finally ran to completion.

I have no idea why Microsoft .NET Runtime v5.0.16 (x64) / KB5013354 was installed on my Inspiron 5584 by Windows Update during my April 2022 Patch Tuesday updates (especially when .NET v5 reaches end of support in a few weeks on 08-May-2022 and will be replaced by .NET v6 as the new .NET Core standard).  I was assured that Windows Update should only offer KB5013354 if I have software on my system that requires a .NET Core runtime but I'm not sure I have that much faith in Windows Update's ability to find the correct updates for my system these days. Just make sure that the "Get Drivers & Downloads" and "Scan Hardware" scans in SupportAssist run correctly now that that the 32-bit (x86) and 64-bit (x64) versions of Microsoft .NET Runtime v5.0.16 have been removed from your system, and monitor your other programs for any unexpected glitches or errors. As you noted, if you have any other software that requires a .NET Core runtime you should be prompted to reinstall it.

I don't know if Dell is in the process of changing some of their software over to using newer .NET Core implementations (a multi-platform standard that works on Windows, macOS, Linux, etc.) and away from using the "classic" .NET Framework for Windows, or if was even a Dell utility that triggered the installation of Microsoft .NET Runtime v5.0.16 (x64) on my system, but you might be interested in reading CAS's 13-Apr-2022 thread How to Uninstall KB5013354 in the AskWoody forum. I posted output from a utility called ASoft .NET Version Detector in post # 2440135 of that thread that shows all the "classic" .NET Frameworks and newer .NET Core runtimes currently installed on my Win 10 Pro machine.

I should also mention that I never run any SupportAssist system optimization scans (Clean Files / Tune Performance / Optimize Network) and have turned off all automatic background scanning in SupportAssist [Options (gear icon) | Settings | Automate Scans and Optimizations | Scan Your System and Drivers at: | DISABLED] because I find the registry cleaner and other "optimizations" are over-aggressive and potentially harmful. SupportAssist is currently disabled on my Inspiron 5584 and I'm using Dell Update to check for available Dell software and driver updates until I decide if SupportAssist and SupportAssist OS Recovery (a.k.a. Dell SupportAssist Remediation / System Repair) should be permanently removed from my system. See my 03-Apr-2022 post in r72091's SupportAssist PC-Doctor Module, 100% CPU and RAM Usage! for further details.
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64-bit Win 10 Pro v21H2 build 19044.1645 * Firefox v99.0.1 * Microsoft Defender v4.18.2203.5-1.1.19100.5 * Malwarebytes Premium v4.5.8.191-1.0.1666 * Dell SupportAssist v3.10.4.18 * Dell Update for Windows 10 Universal v4.5.0 * Macrium Reflect Free v8.0.6635
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620


@hue03 wrote:

... While none of your suggestions worked, your screenshot of Programs and Features showing Microsoft .NET Runtime v5.0.16 (x64) provided a clue.  I actually had both (x64) and (x86) versions installed.  That was suspicious, and I figured if SupportAssist was going to need it, it would install it anyway, so I uninstalled both versions.  Lo and behold, the SupportAssistLauncher ran to completion...


Hi hue03:

Just another FYI that Sky recently posted in the AskWoody forum at Various .NET Frameworks EoS Date that updates for "classic" versions of MS .NET Framework for Windows PCs are delivered via Windows Update (WU), while updates for the newer cross-platform .NET 5.x and .NET 6.x runtimes are delivered via Microsoft Update (MU).  If that is correct then that means that you should only receive updates for the newer .NET 5.x and .NET 6.x runtimes if you have ENABLED "Receive updates for other Microsoft products when you update Windows" at Settings | Update & Security | Windows Update | Advanced Options. The MS support article at https://devblogs.microsoft.com/dotnet/net-core-updates-coming-to-microsoft-update/ that Sky mentioned in their AskWoody post dates back to Dec 2020 but if that information is still current then you should be able to uninstall Microsoft .NET Runtime v5.0.x from Control Panel | Programs | Programs and Features and then DISABLE "Receive updates for other Microsoft products when you update Windows" in your Windows Update advanced settings to prevent it from being reinstalled on your computer.

As Sky noted, if Dell or anyone else develops an app that requires a newer .NET 5.x or .NET 6.x runtime it would normally be bundled with the installer.
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64-bit Win 10 Pro v21H2 build 19044.1706 * Firefox v100.0.0 * Microsoft Defender v4.18.2203.5-1.1.19200.5 * Malwarebytes Premium v4.5.9.198-1.0.1676 * Dell SupportAssist v3.10.4.18 * Dell Update for Windows 10 Universal v4.5.0 * Macrium Reflect Free v8.0.6758
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

Hello. I have followed the steps in the video, but even after removing the indicated registry entries the services section still shows the listed processes. Tried a load of other things, at wits end. A bit wary of uninstalling a .NET Runtime unless I have to.

3 Zinc

Hi hue03:

I know your SupportAssist installation problem was solved by uninstalling Microsoft .NET Runtime v5.0.16 (x86 and x64) from your Latitude 5590 laptop, but I thought you might be interested in ENShearin's 13-Apr-2022 thread Why is .NET 5.0.14 Asking for Administrative Rights? in the AskWoody forum. You won't be able to see their attached image unless you log in to that forum so I've re-posted the image of the UAC prompt that ENShearin is occasionally seeing on some of their networked Windows 10 computers.

IMG_0385.jpeg

ENShearin's post # 2441202 today (22-Apr-2022) in that thread points towards some sort of misconfigured "Dell support routine" consuming high amounts of CPU that is trying to use Microsoft .NET Runtime 5.0.14 (x64).
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64-bit Win 10 Pro v21H2 build 19044.1645 * Firefox v99.0.1 * Microsoft Defender v4.18.2203.5-1.1.19100.5 * Malwarebytes Premium v4.5.8.191-1.0.1666 * Dell SupportAssist v3.10.4.18 * Dell Update for Windows 10 Universal v4.5.0 * Macrium Reflect Free v8.0.6635
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

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2 Bronze

still bugged? these bsod are really annoying. 

snap_screen_20220611010202.png


@Ponzione wrote:

still bugged? these bsod are really annoying....


Hi Ponzione:

There appear to be several users with higher-end computer models (e.g., Alienware / XPS / Latitude / OptiPlex) that are currently having buggy (and undocumented) v3.11.x installers pushed out to their systems. You might want to monitor crimsom's 05-May-2022 thread 17 R5, Dell SupportAssist x64 v3.11.2.143 Installation Failed, who reported <here> in that thread on 09-Jun-2022 that Control Panel | Programs | Programs and Features now reports that SupportAssist v3.11.3.63 is installed on their Alienware 17 R5 / Win 10 v21H2 laptop but that they are once again seeing Blue Screen errors (stop code: BAD_POOL_CALLER).

The next time you post be sure to mention your computer model, Windows OS (including the version and build) and BIOS version since it may be relevant. Note that as of today (12-Jun-2022) my Inspiron 5584 / Win 10 Pro v21H2 (OS Build 19044.1706) laptop still reports that SupportAssist for Home PCs v3.10.4.18 is the latest available version.

Dell SupportAssist v3_10_4 Settings About 12 Jul 2022.png
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64-bit Win 10 Pro v21H2 build 19044.1706 * Firefox v101.0.1 * Microsoft Defender v4.18.2203.5-1.1.19200.6 * Malwarebytes Premium v4.5.9.198-1.0.1699 * Macrium Reflect Free v8.0.6758 * Dell SupportAssist v3.10.4.18 * Dell Update for Windows Universal v4.5.0 * Dell SupportAssist Remediation v5.5.2.16157 * Inspiron 5583/5584 BIOS v1.18.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

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