Another mysterious case of Support Assist - Hardware Scan not working

I can't help you, but I just wanted to reply to let you know I'm having the same problem. Mine is with DSA 3.81.23 on Windows 8.1 and it started happening right after an update. I created my own post about it, but it doesn't seem like many reply to posts around here.

Based on reading through the forum, this issue with Hardware Scan not working seems to be happening to more than just a few people. Would seem to me to be a Dell issue, since it's occurring to multiple people on different systems for it to be just an isolated problem.

Would be nice if someone from Dell would address this.

I have a similar problem with my "BitDefender Total Security".

All troubleshooting works fine, except "Scan Hardware", it stuck as Preparing at 0%.

On BitDefender, I cant add a folder into the exception list, just an application. So I added DSAPI.exe but I got the same result, I can't scan my hardware.

Any idea?

Which application should I add to the exception list in order to scan my hardware using BitDefender?

BR, Pedro Elias

@pedro.elias 

You can try adding the following folder in Bitdefender as exempt from on-demand, and on-access scanning:

C:\Program Files\Dell\SupportAssistAgent

I hope this helps.  Have a great day.

Regards,
-Phil

Hi Phil,

Thank you for your reply. 

Unfortunately, in BitDefender, I'm not able to add a folder to the exception list.
The feature of BitDefender that I believe is blocking the scanning hardware is the "Ransomware Remediation".
Within this feature, it accepts only application exceptions, not folder, in other words, I just can add .exe files into the list.
I've already been added, dellremoteassist.exe, applauncher.exe, dsapi.exe and pcd.exe.
Scan Hardware still doesn't work after that.
I'm willing to reach BitDefender support, maybe they can help to sort it out.

BR,

Pedro Elias

@pedro.elias 

I do not understand why you cannot add the folder.  Here is a screenshot of Bitdefender Total Security with that folder added as exempt from "On Access" scanning. If you need to contact BD Tech Support, the email address is: bitsy@bitdefender.com.

Hi,

thank you for your attention.

Within the BitDefender Total Security, there are multiple features, such as Antivirus, Firewall and Ransomware.

BitDefender doesn't alert me saying SupportAssist is a virus or malicious software.

What happens is that when I try to run the Scan Hardware, it gets stuck at 0% and I GUESS is the Ransomware feature that is blocking the scanning, it's the only thing that makes sense for me.

Since scanning the hardware can modify/change/move a few files, probably the Ransomware doesn't allow this.

What I'm trying to do is add, SupportAssist or only the Scan Hardware, into the exception list for my Ransomware not to the antivirus, and, unfortunately, ransomware accepts only applications to the exception list, not a folder, as you can see in the following link:

https://www.bitdefender.com/consumer/support/answer/16792/

I've opened a ticket to the BitDefender support, as soon as I get an answer, I'll add the info here.

Best regards,

Pedro Elias

Hi,

I have replied to you from a private message.

-Gautam.

@pedro.elias 

I am running SupportAssist on two Dell computers (8930 and 7590), and I have Bitdefender Total Security installed on both.  I am not experiencing any issues with running SupportAssist on either computer and I have nothing added as an exception to the BD Ransomware protection module.

It will be interesting to hear what BD Tech Support has to say ... ?

Have a great day.

Regards,
-Phil

Hi,

I have replied to you from a private message.

-Gautam.