6 Posts
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2144
Dell G7 7590 - Supportassist OS Recovery Tools v5.3.0.13847 will not install
As per the title, critical update "Supportassist OS Recovery Tools" v5.3.0.13847 will not install.
System = Dell G7 7590
1. Supportassist OS Recovery Tools v5.3.0.13847 is not available in my machines Support page for Driver downloads. There is an older version available (which is already installed, v5.2.1.12926) at
2. Dell Update v4.0.0 tells me there is a critical update to Supportassist OS Recovery Tools, but fails to install Supportassist OS Recovery Tools v5.3.0.13847.
3. Supportassist v3.8.0.108 also notifies me of an Urgent Update Supportassist OS Recovery Tools, but fails to install v5.3.0.13847.
Steps taken to try and resolve:
Uninstalled and re-installed latest versions of Supportassist and Dell Update
Rebooted
Tried again with both tools. Both failed again.
I do not have any large Anti-Malware suites installed, I only use Windows Defender.
My firewall is not preventing any of the support tools from connecting.
I use Quad9 9.9.9.9 as Primary DNS server, and Cloudflare 1.1.1.1 as secondary server (to assist in helping us not be linked to bad sites / links), and otherwise do not to use naughty / warez sites, nor download third party tools with potential bad installers and hidden / obfuscated agendas.
I believe there is a recent issue where anti-malware is locking file downloads preventing whatever is downloading them from using them (such as Google Chrome downloading fav icons and not being able to update them, and similarly any direct file downloads Chrome has adapted a bit of a kludge fix recently, whereby any file downloading which immediately becomes locked by the system, Chrome now just retries over and over until the file being downloaded becomes unlocked, so in my case Windows Defender is also part of that particular problem, I have seen Chrome retrying many times to grab your own downloadable drivers (and due to Windows Defender being so well embedded in Windows 10 I would not be happy to disable it or even know where to start with its many services, getting it back up and running may prove too problematic so I am not willing to go there if it comes up as a troubleshooting step) ..
.. Could this be part of the problem for Supportassist and Dell update?
Also why is the update to Supportassist OS Recovery tools not available on the machine specific drivers download page?
B34nzM34nzF4rtz
6 Posts
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January 12th, 2021 14:00
I think I have solved it - After much scratching of head, and after running many applications / diagnostics to try and establish if anything was wrong with the machine ( after Dell Support staff gave me a bum hint it may be due to firmware or hardware issues ) .. Decided this looks to me like a confused installation of support tools, or maybe a leftover from updates which are not relevant anymore but were left in the system due to support tools updates not being able to remove redundant updates (an old SA Remediation installation struck me as being odd left on the system after SupportAssist had updated to a newer version than the one that needed the remediation update).
Long story short - Having uninstalled all Dell Apps, I did a thorough sweep of everything on the C:\ drive and deleted anything I could find to do with Dell in Hidden folders / Temp / Apps / Users / Appdata / Local / Roaming / Program files / Windows etcetera .. Then rebooted.
Installed just Dell Update v4 and ran it.
It found nothing to update.
I guess this is a case of the attention of the company support slowly disolves as a machine runs its life expectancy course, old issues get left behind and incompatabilities are not chased up anymore, drivers and security updates will get left by the wayside for your beloved machine which cost an arm and a leg and eventually you are left with the only option of doing a clean install of the latest windows which will install the most recent generic drivers, and all the original support fluff will be more trouble than it is worth to re-install.
Things I didn't re-install :
Dell Power Management - Why have such a thing duplicating what Windows already does?
SupportAssist and / or any updates which may or may not be Windows 10 compatible / or even relevant / or even named correctly - Am I installing what's listed on the site as a USB or OS recovery plugin but downloads as just a support assist plugin with no mention of USB or OS in the filename???
And what exactly does SupportAssist actually do ( besides try to download updates it can not link to because they do not actually exist O_o ) - Optimize my system?, it all looks very nice but is it really necessary these days when Windows itself slowy optimizes a PCs performance.
I think in future I will stick with just Windows 10 Clean install periodically, and follow up with manual installs of the most recent relevant drivers, and I am reasonably happy at the moment ( at least while the machine is still under warranty ) that Dell Update on its own is all I need to make checking for any important updates a bit more convenient.
And just use Windows 10 "Create a Recovery drive" on a USB memory stick for any bad issues.
@ Dell - Your script reading helper could probably have suggested uninstalling all Dell Apps, and weeding out all redundant files they collectively created on my HD as a solution to this issue. Not impressed. The update both SupportAssist and Dell Update were suggesting do not exist for this machine. Even the link in the report in both of them will lead you to a support page which reads something like "The file you are trying to find does not exist" - At least that gave me the clue that maybe the Dell support software is confused .
B34nzM34nzF4rtz
6 Posts
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January 10th, 2021 17:00
I have now (since the above post) completed :
Dell Online Diagnostics of the machine = All Passed
Used SupportAssist USB Recovery tools (old current version) to completely reset the machine and return it to factory setup, followed by the MANY windows 10 updates (why dont they let you install the most current, instead of going back a couple of years worth of windows updates, which need re-doing and your machine hangs for ages catching up trying to install them all at once).
Then re-done all above AGAIN due to windows hanging at the first attempt (confused installations?). Succeeded second time around.
Re-installed the latest drivers from the Support site Driver Downloads (only relevant to this machine drivers).
Checked for more Win 10 updates .. All done.
Ran Support Assist, and Dell Update = Both again can not install the mysterious update to "Supportassist OS Recovery Tools" v5.3.0.13847 will not install. And it is still not available as a manual download from the Dell Drivers site for my machine.
Dell support (via the automated / human eventually) response to this topic was "I'm sorry, but my support is limited over this."
New technically adept script reader required. Or maybe Dell ought to upload the relevant software for manual installation instead of automated. Sigh!
samus1
53 Posts
0
September 25th, 2021 16:00
SupportAssist OS Recovery Tool is no longer available as an update through SupportAssist, Dell Update, or support.dell.com. Instead, it can be downloaded from here:
https://www.dell.com/support/home/en-us/drivers/osiso/recoverytool
Further documentation can be found here:
It is probably a waste of bandwidth to issue a nearly 1 GB operating system image that will be outdated in a matter of months, and b/c SAOSRT now has the option to download the most recent OS version anyway.
From Dell Update the missing update can be observed as follows:
lmacri
3 Apprentice
3 Apprentice
•
1.3K Posts
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October 21st, 2021 14:00
Hi samus1:
I did not encounter any problems installing the SupportAssist OS Recovery Tools v5.5.0.16041 update with SupportAssist v3.10.3.3 on my Inspiron 5584. Note that this was an update from the previous v5.4.3.15135 (installed 29-Jul-2021) and not a new installation of the full 890 MB software package as your 09-Sep-2021 image <above> shows.
I ran a manual check today for updates with SupportAssist and it found three available updates, including a critical update for the SupportAssist OS Recovery Tools v5.5.0.16041. I selected that one update for installation and SupportAssist was able to install the update successfully.
I have a very slow 5 MBps internet connection and the file size was listed as 350 MB but SupportAssist had already finished the installation when I checked back ~ 5 or 10 min after clicking the blue Install button to start the verification and download.
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64-bit Win 10 Pro v21H1 build 19043.1288 * Firefox v93.0.0 * Microsoft Defender v4.18.2109.6 * Malwarebytes Premium v4.4.8.137-1.0.1474 * Dell SupportAssist v3.10.3.3 * Dell SupportAssist Remediation v 5.5.0.16041 * Dell Update for Windows 10 v4.3.0 * Dell 5583/5584 BIOS v1.15.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G 256 GB NVMe SSD, Intel UHD Graphics 620