Support Assist and DCU can't find updates, the website shows them, but I can't get them done

Why do you use Support Assist, Command Update Windows Universal, and still manually checking the website for updates?

If your G15 5510 works well, leave it be.  Trying to uninstall, reinstall, or fixing an unbroken laptop, you will end up breaking your device.  Most if not all, will eventually be updated by Windows updates.  So, you don't need to install all the redundancy apps.  

@Chino de Oro​ I'm aware of that, but I considered a BIOS-Update marked Critical next to numerous others as important, with the fact that my pc is loosing its perfect performance

@lmacri​ It seems the SA is not working even if I deinstall all DCU related installations. Would there also be a solution for the "stuck" DCU?

@Paul AE​ I also don't get them via Windows update

It seems the SA is not working even if I deinstall all DCU related installations. Would there also be a solution for the "stuck" DCU?

Hi @Paul AE :

After reading employee DELL-Chris M's 10-Jun-2024 SupportAssist, "Hardware scan fails", "We ran into a problem" I understood that:

1. The current SupportAssist v4.0.3 has multiple bugs, and
2. Users with both SupportAssist v4.0.3 and Dell Command | Update (DCU) v5.3.0 (or DCU for Windows Universal v5.3.0) should uninstall SupportAssist v4.0.3 until a new version is released and continue using DCU in the mean time.

It sounds like you've done the opposite (i.e., you uninstalled DCU for Windows Universal v5.3.0 and kept the buggy SupportAssist v4.0.3) so I'm not too surprised that SupportAssist still isn't working correctly.

If you decide to uninstall SupportAssist v4.0.3 and want to re-install DCU for Windows Universal v5.3.0 go to your Dell G15 5510 support page at https://www.dell.com/support/home/en-us/product-support/product/g-series-15-5510-laptop/drivers, ensure that webpage has correctly auto-detected your Windows OS, click the This Device tab and enter your unique Service Tag.  This should display a filtered list of Dell software and drivers are compatible with your system components.  Just note that "compatible" does not mean "required", so don't start installing software like Dell Power Manager Service, Fusion Service, etc. unless you're absolutely certain they're needed on your system.

If you find that Dell Command | Update for Windows Universal v5.3.0 is a match for your Service Tag then download the .exe installer (Dell-Update-Windows-Universal-Application_HG1TN_WIN_5.4.0_A00.EXE, rel. 31-Jul-2024) and save it to your desktop, close your browser, right-click the .exe installer, and choose "Run as Administrator".

If the re-installed DCU for Windows Universal v5.3.0 still doesn't work (assuming you uninstalled SupportAssist v4.0.3 first) then post back and let us know your Windows OS and current BIOS version ***.  To find your current BIOS version open a Run dialog box (Windows key +R), enter msinfo32 to view your system Information, and look for the field named "BIOS Version/Date".

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*** WARNING: I would strongly advise that you do NOT using a Dell utility like SupportAssist v4.x or Dell Command | Update for Windows Universal v5.x to update you BIOS, since any glitch during the update process could leave your system unbootable. When I update my BIOS I normally save the .exe installer to my desktop and then right-click and choose "Run as Administrator", but the safer method is to flash your BIOS from a removable USB stick.

I always create a full disk image of my hard drive on an external backup drive and also have emergency recovery media on hand (e.g., a bootable USB stick) I created with my disk imaging software before starting any BIOS update so I can perform an emergency recovery if something goes wrong.  I use Macrium Reflect Free v8.0 for disk imaging (unsupported since Jan 2024 but still fully functional) but there are many other good choices - see the June 2023 Tech Republic article Top 5 Free & Reliable Hard Disk Drive Cloning Software.
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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.4894 * Firefox v131.0.0 * Microsoft Defender v4.18.24080.9-1.1.24080.9 * Malwarebytes Premium v5.1.11.133-1.0.5048 * Macrium Reflect Free v8.0.7783 * Dell Update for Windows Universal v5.4.0 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0

@lmacri​ Thanks again for the help, unfortunately the DCU is still stuck initializing as it was before. I have tried no SA - only DCU before, and just like now, it doesn't seem to work. My current Windows installation is "Windows 10 Home 22H2" and my BIOS is "Dell Inc. 1.27.0, 06.08.2024". The DCU also tells me, that the last check was run on 6th of May 2024, which is around the time i couldn't get any scan done, neither by SA, which I ran first, then didn't work after a year or some, nor by DCU, which hasn't worked since the day I installed it and tried it for the first time. (The difference in the time it stopped scanning and the BIOS installation is because I did an .exe BIOS update via the webpage installation for my tag, although it didn't note it as done)

... unfortunately the DCU is still stuck initializing as it was before. I have tried no SA - only DCU before, and just like now, it doesn't seem to work. ...

Hi @Paul AE :

I'm still confused about the Dell programs that are currently installed on your computer, and in particular:

• Whether the buggy SupportAssist v4.0.3 as been uninstalled from your system as suggested, and
• Why you have Dell Command | Update for Windows Universal installed when your Dell G15 5510 support page at https://www.dell.com/support/home/en-ca/product-support/product/g-series-15-5510-laptop/drivers recommends Dell Update for Windows Universal v5.4.0 (Dell-Update-Windows-Universal-Application_HG1TN_WIN_5.4.0_A00.EXE, rel. 31-Jul-2024).

As far as I can tell, Dell Command | Update (DCU) for Windows Universal v5.x is not recommended for the Dell G15 5510.  Did you enter your unique Service Tag on your Dell G15 5510 support page as I suggested <above> on 01-Oct-2024 to ensure you only see the list of Dell software and drivers that match your Win 10 OS and system configuration?

It would help if you could post images of what you see when you search Control Panel | Programs | Programs and Features for "dell", and what Dell services (Start | Windows Administrative Tools | Services) have a Status of "Running".  From my Inspiron 15 5584 (which has no SupportAssist-related software installed):

Note that the Dell Client Management Service is shared by multiple Dell programs like SupportAssist v4.x, Dell Update for Windows Universal v5.x, etc.  If your uninstall of the buggy SupportAssist v4.0.3 removed the Dell Client Management Service or this service is not Running then Dell Update for Windows Universal v5.4.0 will not run correctly. 

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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.4894 * Firefox v131.0.0 * Microsoft Defender v4.18.24080.9-1.1.24080.9 * Malwarebytes Premium v5.1.11.133-1.0.5048 * Macrium Reflect Free v8.0.7783 * Dell Update for Windows Universal v5.4.0 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0

@lmacri​ I am sorry, it seems i have misread. I do have Dell Update for Windows Universal v5.4.0 installed, not DCU, my apology. Unfortunately I do not have a "Windows Administrative Tools" Folder, tab or whatever it is called anywhere on my pc, neither in the control panel, nor in the explorer.(the language in the picture of the dell software on this device is German, if you need to translate it, but I guess you can see all neccessary things)

... Unfortunately I do not have a "Windows Administrative Tools" Folder, tab or whatever it is called anywhere on my pc, neither in the control panel, nor in the explorer...

Hi @Paul AE :

To view your Windows Services open a Run dialog box (Windows key + R), enter services.msc, and click OK.  If that doesn't work see the MakeUsOf article 7 Ways to Open the Services App in Windows 11.

If your Dell Client Management Service has a Status of "Running" but Dell Update for Windows Universal v5.4.0 still won't launch from your Start menu (you might have to click "All Apps" if the shortcut isn't listed under your Pinned or Recommended apps) then I'd suggest you try a reinstall.

First, uninstall from Control Panel | Programs | Programs and Features and re-boot your computer.***  To reinstall, go to your Dell G15 5510 support page at https://www.dell.com/support/home/en-us/product-support/product/g-series-15-5510-laptop/drivers and enter your unique Service Tag, download the Dell Update for Windows Universal v5.4.0 installer (Dell-Update-Windows-Universal-Application_HG1TN_WIN_5.4.0_A00.EXE, released 31-Jul-2024) and save it to your desktop.  Then close your browser, right-click the .exe installer and choose "Run as Administrator".
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***NOTE: If you haven’t already done so, I would advise that you permanently DISABLE your Windows Fast Startup power option as instructed in Brink’s Eleven Forums tutorial Turn On or Off Fast Startup in Windows 11 (see <here> for Win 10) and then re-boot a few times to ensure the setting change takes effect. The Fast Startup power option (also known as hybrid boot-up / hybrid shutdown) is enabled by default in Win 10 and Win 11 but it can sometimes interfere with the loading and initialization of drivers and services at boot-up and cause all sorts of unexpected glitches and problems with a wide range of software, including Windows Update.
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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.4894 * Firefox v131.0.2 * Microsoft Defender v4.18.24080.9-1.1.24080.9 * Malwarebytes Premium v5.1.11.133-1.0.5048 * Macrium Reflect Free v8.0.7783 * * Dell Update for Windows Universal v5.4.0 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0