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Support Assist/Alienware Update Fail to Scan for updates
A few days ago on my Aurora R13 I went to manually check for updates on my pc using support assist and found it getting stuck at 0%. After restarting my computer and installing the latest windows updates neither alienware update or support assist still work. When scanning for drivers with support assist I've gotten 3 outcomes. It gets stuck at 0%, it gets stuck at 99%, or I get the message "Another scan is in progress. Please try again after some time. We are unable to start the scan as another scan already in process" "somthing went wrong during the scan Click retry to try again". As I said I've also tried using Alienware updater since it usually worked even if support assist won't. But it gets stuck at 99%. I've tried unistalling support assist and reinstalling, (which seemed to work for a second) after reinstalling the browser did a scan that completed. But when I loaded the application and tried that it got stuck at 99% and so did the browser again. I'm aware support assist is not necessary and often more annoying than helpful, but its bothersome that Alienware update is also failing. (As I said though windows update installed fine). It's says I'm running version 4.0.2 of support assist, I don't remember the exact last time support assist worked properly, but it was about a month ago(maybe a little less).
OpenMindedSource
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July 5th, 2024 07:07
As written before in this thread it is caused by multiple instances being installed or running. See if you can find anything in task manager and kill it.
Uninstall all crappy software that is Dell Support Assist related and see if it is all gone.
Then reinstall from here : https://www.dell.com/en-us/lp/support-assist-for-pcs
This softwar eis incredibly inefficient it seems, takes forever to start sometimes "We are getting thing ready for you" - oh really, but what and why does it take hours on a recent CPU and GPU and fast internet :)? I would stay away from the software if not needed for support or warranty. I wish Dell kept it simple and for once spent some effort in getting BIOS code right, so the laptop can sleep. And not sabotage aftermarket batteries by BIOS updates, change memory timings etc. Come on Dell, we see what you do, do your best if you want people to buy your hardware!
Anyway, above procedure got my app back in under 15 minutes.
I recommond strongly to run Ubuntu Linux on the XPS series, they are made for it, fingerprint reader works with minimal effort too and the laptop seems way more power efficient in Linux. Just my experience ( 24.04 ).
Did I mention it is completely free :)?
https://ubuntu.com/download/desktop
cheers!
DELL-Nat M
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July 8th, 2024 17:06
Hi, please try running a clean uninstall first by following the steps below:
Warning: Restart the computer before the uninstall attempt to ensure that no binaries are loaded at the time the uninstall is performed.
C:\Program Files\Dell\SupportAssistAgent\path), Regedit (with SupportAssist path).Figure 1: Dell Client Management Service, Dell Data Vault Collector, Dell Data Vault Processor, Dell Data Vault Service API, Dell SupportAssist, Dell TechHub
If none of the steps resolve the issue and your system is in warranty, please click on Get Help Now button located at the bottom right corner of the page to chat with a live agent.
DELL-Nat M
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April 30th, 2024 13:39
Hi @CryNtheCar
Could you please try installing the latest version (4.0.3) and let us know if it resolves the issue?
Download SupportAssist
Thank you.
dsbarros
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May 7th, 2024 01:12
@DELL-Nat M
Dell servers are unable to connect to users trying to update. The installer will only give the 3.14 version of SA. It accepts your account...but won´t allow the user to have the online services the application offers.
I am using the dell update software instead. But supportassist was way better in my opinion.
ATL Falcons Fan
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May 14th, 2024 02:46
I, too, have the SAME problem on Monday - 13 April 2024.
Dell Application: SupportAssist version 4.0.3
Problem: Dell SupportAssist error message ==> We are unable to start the scan as another scan already in progress.
Mwalimu68
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May 16th, 2024 21:57
I deleted the app, restarted the app and then downloaded and reinstalled it. I got the same error message again.
What can I do to resolve this problem?
MAJ K
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May 21st, 2024 10:38
JPPec
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May 23rd, 2024 02:10
Cactus 2
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May 23rd, 2024 08:38
Harry-at-CSHL
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May 23rd, 2024 19:08
drawn_games
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May 24th, 2024 12:56
I also have this issue. It started yesterday.
koonmay158
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May 26th, 2024 16:04
Same issue which has been ongoing since the beginning of May. Can Dell provide help to fix this problem.
The Angry Goomba
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May 27th, 2024 10:40
@DELL-Nat M Same here, downloaded and re-downloaded and keep getting "another scan is already in progress" message.
Bingo_Wings
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May 27th, 2024 18:53
Same issue with version 4.0.3.61632 here
algorythmn
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May 27th, 2024 21:23
So, I have an Alienware Alienware 17 R5 (U3E1). I recently started running into an issue only with the "Check for updates" part, the rest of SupportAssist (4.0.3.61632) seems to work fine. I've tried uninstall/reinstall, disabling my Anti-Virus and VPN, etc. It always says the same thing:
I also cannot get the Web-based check to work, though it used to be fine. I've verified the services necessary are running, etc.
Interestingly though, the Alienware Update app (5.3.0) still works fine (but now has a warning that it will no longer work after the end of the year). Hopefully they fix SupportAssist before 2025...
(edited)