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Support Assist v3.11.4
Hi,
I have 2 Dell Laptops:
A rather antiquated Dell Latitude E6530
And A XPS 15 9570
Both have recently been updated to SupportAssist 3.11.4
Both have started to experience the same issue:
Taking a long time to load before displaying the message:
This is taking longer than expected. We recommend restarting your PC and trying again.
I have restarted multiple times, but with no difference
I have also tried uninstalling and re installing multiple times.
Just wondering if anyone had started having this issue?
On a side note, is it possible to enable logging? So I can at least try and figure out why it's not loading?
Cheers
James
zsombie
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July 4th, 2022 18:00
So this may help people, I figured out my issue.
In short I was using Remote Desktop to connect to my laptops, and this was the problem.
(Sorry if you don't know what Remote desktop is, this probably wont help you)
So if you are using Remote Desktop, try using the actual laptop
Full disclosure, I DO NOT work for Dell, but I do work in IT
If any Dell engineers look at this:
First off i got a clue about the log file location from this post: https://www.dell.com/community/SupportAssist-for-PCs/SA-can-t-get-past-loading-PC-Optimization-Tools-screen/td-p/7525889/page/5
Then i actually found the log file here: C:\ProgramData\Dell\SupportAssist\Agent\logs\Application\SupportAssistAgent.log
In the log file i found this log:
ERROR Dell.SupportAssist.Client.Utilities.ServiceWindowLauncher - Error occured while getting the appx path Value cannot be null. (Parameter 'path3')
After a big of digging, I found path3 is set from UserName property of Win32_ComputerSystem
However this value is null if you RDP'ing: https://docs.microsoft.com/en-us/answers/questions/349657/get-wmiobject-win32-computersystem-username-return.html
Hopefully this helps someone, and hopefully Dell will fix
zsombie
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December 8th, 2022 14:00
This looks to have been fixed as per version: 3.13
I can run SupportAssist via RemoteDesktop.
Thank you DELL
DenisRec
2 Posts
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July 11th, 2022 14:00
Thank you James.
I have now reported this issue through Dell Chat Support. I will update you as I am.
Full disclosure, I DO NOT work for Dell, but I do work in IT as well.
Denis
DELL-Nikhil K
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July 11th, 2022 18:00
Hi @zsombie
Can you please check below services status on your system and let me know if this issue still persist.
zsombie
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July 11th, 2022 19:00
Hi Nikhil, yes it is still happening,
Below is a screenshot of my relevant services
DELL-Nikhil K
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July 11th, 2022 21:00
Hi @zsombie
Remote Desktop session for SupportAssist UI and scans are not supported, please try to launch SupportAssist UI locally on the system and let me know if that is working or not.
zsombie
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July 11th, 2022 22:00
Hi Nikhil,
As per my accepted solution, I can confirm it works when used locally.
I only raised the issue as it did work remotely on the previous version SupportAssist
Cheers
James
coa132435
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July 17th, 2022 21:00
I can confirm that SupportAssist used to work fine using RDP. The new version has a bug or dell decided to update it without RDP support.
jmcrawford
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July 28th, 2022 14:00
zsombie: it works!
Thank goodness we can use TeamViewer because most of our PC's are remote. We do most of the work via RDP, but this is really good to know. And what a relief: I thought something might be wrong with the system.
Many thanks.
- Mike
zsombie
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July 28th, 2022 19:00
Hi Mike,
Are you saying it works if you use TeamViewer . TOS76>
Cheers
James