SupportAssist deleted my partitions while installing OS Recovery

Hi balji:

User georgiev209 reported the same data loss issue today in my thread Problem Updating To SupportAssist OS Recovery Tools v5.4.1.14594 in the SupportAssist for PCs board.
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64-bit Win 10 Pro v20H2 build 19042.928 * Firefox v88.0.1 * Microsoft Defender v4.18.2103.7 * Malwarebytes Premium v4.3.0.98-1.0.1292 * Dell SupportAssist v3.9.0.234 * Dell SupportAssist Remediation v5.4.1.14954 * Dell Update v4.1.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, Toshiba KBG40ZNS256G 256 GB NVMe SSD, Intel UHD Graphics 620

If SupportAssist OS Recovery wanted a larger partition, it should have asked us nicely, instead of starting this operation itself after a question "Do you want to have the OS Recovery updated" in SupportAssist...

As I mentioned in the other thread, this is outrageous. Programming software has never been easier and less responsible...

trying to recover data . now i lost my window too. thanks to dell . i am thinking . should i cry or laugh . my laptop is totally cleaned and fresh. 

This just happened to me today too. Lost over 150gb worth of Data. is there no way to fix this or get the data back?

do not use command type recovery data tools. u can lost window too like mine. use software and recover to other drive or usb. i use trial software after that n only get enough important data that i need.

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@Irfan Channa wrote:

trying to recover data . now i lost my window too ... do not use command type recovery data tools. u can lost window too like mine. use software and recover to other drive or usb.

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Hi Irfan Channa:

What "command type" recovery tool did you use?.  User SuchayeM posted <here> on 20-May-2021 that they tried resetting their computer after an install of the SupportAssist OS Recovery Tools failed with Dell Update and "it erased everything on my hard drive.".  SuchayeM posted their comments in an old thread that's been inactive for several months so I suggested they start a new topic and provide further details about the tool they tried to use for their data recovery.
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64-bit Win 10 Pro v20H2 build 19042.985 * Firefox v88.0.1 * Microsoft Defender v4.18.2104.14 * Malwarebytes Premium v4.3.0.98-1.0.1292 * Dell SupportAssist v3.9.0.234 * Dell SupportAssist Remediation v5.4.1.14954 * Dell Update v4.1.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, Toshiba KBG40ZNS256G 256 GB NVMe SSD, Intel UHD Graphics 620

To be honest, I havent attempted a recovery yet. Im looking to see if anyone from Dell can help me with this. On the hardware part, they havent. But I just got an email from one so I'll see what can be done- especially since this is a software issue and my computer is still within warranty.

@JerryJ5 

These forums are user-to-user; you need to contact Dell for technical support.

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I mean that someone from Dell support reached out to me regarding the issue. 

The same happened on my inspiron 7559, just after a reboot after installing supportassist recovery something

I just lost a whole 235 GB partition...

This is unbelievable, does anyone know how to recover those files?

I don't have copies of many of those files and I need them back urgently!

Hey, try to reach out to Dell on this website. They got in touch with me and over 2 to 3 days, i was able to recover most of my data back. they seem pretty cooperative and im just glad i got some of my data back. we're still working on it though and hopefully they'll help me get the remaining back

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@fab7559 wrote:

The same happened on my inspiron 7559, just after a reboot after installing supportassist recovery something

I just lost a whole 235 GB partition...This is unbelievable, does anyone know how to recover those files? I don't have copies of many of those files and I need them back urgently!

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Hi fab7559:

If the service warranty for your Inspiron 7559 hasn't expired yet the Get Support tab in your Dell SupportAssist (DSA) interface should have contact information for starting a support ticket. I'm not sure how Dell suggested that JerryJ5 recover their lost data (e.g., if Dell recommended a specific data recovery tool that can bring back files that have been deleted by mistake) but while you're waiting for further assistance try to refrain from installing or updating any software and use your system as little as possible so you don't accidentally overwrite any deleted files that might still be recoverable.

Dell employee @NikhilKiroula contacted some of the users posting in this thread and asked them to collect and submit diagnostic logs, so Dell is at least aware of the issue. As far as I know I didn't lose any data when DSA v3.9.0 installed the SupportAssist OS Recovery Tools v5.4.1.14954 on my Inspiron 5584 on 05-May-2021 (my D:\ drive is a removable USB drive and was disconnected at the time of the update), but I did see this "Wait while a new partition is created..." message during the installation. My service warranty expired on 07-Oct-2020 so I can't open a support ticket but I was contacted by Nikhil by private message and sent the requested diagnostic logs yesterday.

I was also told that the latest Dell SupportAssist v3.9.1 released a few days ago will "stop recommending SA OS Recovery tool for installation". If your DSA application had already updated to v3.9.1 [check at Options (gear icon) | About SupportAssist] then in theory DSA should not have offered to install or update the SupportAssist OS Recovery Tools while this potential bug is being investigated.

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64-bit Win 10 Pro v20H2 build 19042.985 * Firefox v88.0.1 * Microsoft Defender v4.18.2104.14 * Malwarebytes Premium v4.3.0.98-1.0.1292 * Dell SupportAssist v3.9.1.245 * Dell SupportAssist Remediation v5.4.1.14954 * Dell Update v4.2.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, Toshiba KBG40ZNS256G 256 GB NVMe SSD, Intel UHD Graphics 620

Thank you very much JerryJ5 and Imacri.

Service warranty expired some year ago and I can't contact them in the way you are suggesting. Here in my country (Italy), I can only call them on a toll number on monday, or hope they contact me directly.

Support assist is now updated to 3.9.1: after discovering that the partition disappeared, I launched the program to understand what happened, and I updated it to 3.9.1. In order to avoid other deleted partitions, I also uninstalled support assist OS recovery tools (I must assume that support assist proposed me that defective software when it was at version 3.9 or else).

Unfortunately, I must use my computer also this sunday, at least to backup my remaining data elsewhere. I'm not going to mess with the partitions though, let's hope this is sufficient.

I'm very disappointed by Dell by the way. Since I am a long time customer, I wish them to recover the quality they used to have... otherwise I don't know how they will endure against the competition.

Thank you again, I'm glad that you managed to recover most of your data.

I just called Dell's technical support.

Firstly, they told me that support assist os recovery tools is not related in any way with the partitions, which is a lie or a sign of incompetence, and then they asked me to pay 60€ to receive further assistance, since my warranty expired. I declined on principle, since I consider Dell utterly responsible of this mess.

So, my files are deleted because of their errors, and then they try to extort money from me to have them back.. I'm shocked. The damage I received is unfathomable, but to accept such a situation and pay would go against my morals. Furthermore, should I pay Dell's technical support, which has only shown me lack of competence? I need those files anyway, I'm not going to stop here.