Problems with installing SupportAssist? Look here!

Hey guys,

I check numerous of threads and youtubes until I was able to install SupportAssist on my Alienware M17 R2.

Deleting everything including registry keys etc never helped me 1 step further so I decided to escalate my issue with Dell and they offered me a solution that works 100%.

I'm so happy with this solution that i decided to create a forum profile here and help you guys out too.

This is what I officially received from Dell.com to solve this issue.

Mods can you sticky this topic so people notice it?

--> Official Solution : 

Please try the below steps. If issue is still not fixed, share the details requested at the bottom of the post (From Steps 6.1 to 6.3):

1) Uninstall SupportAssist from Programs and Features.

2) Delete the "SupportAssistAgent" folder from C:\Windows\Temp, the "Downloads" folder and from c:\Programs Files\Dell. Also delete the DellDataVault folder from c:\Programs Files\Dell.

3) Delete the PCDr and SupportAssist folders from C:\ProgramData

4) Enable the Super Admin account.
 
   a) Open a Command Prompt with Admin rights.
   b) Enter the command - net user administrator /active:yes
   c) The command completed successfully. message appears.

5) Restart the system (Important step)

6) Log in to the Super admin account(Administrator) and install SA using the MSI and MSP file (instructions below):

a. Download and Save the MSI and MSP files using the links below:
For 64 Bit OS:
- MSI: https://downloads.dell.com/serviceability/catalog/SupportAssistx64-3.3.3.13.msi  
- MSP: https://downloads.dell.com/serviceability/catalog/SupportAssistx64-3.3.3.13.msp 
For 32 bit OS:
- MSI: https://downloads.dell.com/serviceability/catalog/SupportAssistx86-3.3.3.13.msi 
- MSP: https://downloads.dell.com/serviceability/catalog/SupportAssistx86-3.3.3.13.msp
 
b. Right click on the downloaded files (MSI & MSP), click on Properties and "Unblock" them
c. Open CMD prompt with admin rights and go to the location (in CMD) where the MSI and MSP files are saved
d. Install the MSI file using the following command in command prompt - msiexec /i "SupportAssistx64-3.3.3.13.msi" /qb /l*v c:\MSI.txt (This is for a 64 bit OS. If 32 bit OS, replace the name of the file accordingly)
e. Once MSI is installed, install the MSP file using the following command - msiexec /p "SupportAssistx64-3.3.3.13.msp" /qb /l*v c:\MSP.txt (This is for a 64 bit OS. If 32 bit OS, replace the name of the file accordingly)
 
Note: In the above commands, replace the name of the file accordingly
 
If the installation fails, share the following details:

6.1. Please go to Event Viewer > Windows Logs > Application and look for error events around the time the installation failed (Look for Event source - "SupportAssistAgent" and "MSIInstaller"). Please share details of these error Event logs (.evtx file) with me.

6.2. MSI.log & MSP.log files present in the C drive

6.3. Go to C:\Program Files\Dell\SupportAssistAgent. Are the "DellConnect", "PCDr", "SRE" & "TechnicianToolkit" folders present?

7) Install the SupportAssist app from the Microsoft Store by logging into the customer's account.

Disable  Super Admin account
 
   a) Open a Command Prompt with Admin rights.
   b) Enter the command - net user administrator /active:no
   c) The command completed successfully. message appears.