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SupportAssist OS Recovery Tools 5.5.5.16458 fail to install
Dear all, see if any of you having the same issue as me.
Here's a pix to summarize may current issue:
Running Win 11 home 22H2, latest version of DCUWA v4.4.0 and SA for Home PC v.3.13.2.14
Prompted (by both DCUWA and SA) to update SA ORT. Downloaded the update, but after clicking install, it just goes like installing, but nothing. In DCUWA, it failed the update with notification > Installation Complete - 1 update(s) failed. Rescanning update yield the same result, that there is a critical update of SA ORT. Clicking i button yield a detailed update file info (that the update is a valid file - see pix above). Clicking the arrow button for additional detail in Dell Support page lead to a page that said the driver is unavailable?
I tried with SA for home PC, first try SA just hang, perhaps got messed up during the failed update from DCUWA. I have to logoff Windows, and login with a different local account, then retry DCUWA. Same result as above, but for inexplicable reason it detected update for SA too, and it updated SA (from v.3.13.0 to v3.13.2.14)
Second try with SA from same local (backup account) get SA to run normally. After scanning, it also found the SA ORT update (same version as previously mentioned above - 5.5.5.16458). Clicking update run as if it is downloading and installing, then nothing. Error said failed update.
Third try with SA from original Windows account (not the backup account), SA runs, same result. found update but failed install. Tried DCUWA again, same result.
Is this a case of messed up update catalog for SA ORT in Dell Support page again? I can't find the SA ORT file manually in Dell Support site, but both SA and DCUWA said is available - yet unable to be installed.
Your thoughts and help always appreciated.
Ling Kwa
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February 15th, 2023 08:00
Below are the related Dell app and supporting drivers/components -- if it's of any help to look further.
RoHe
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February 15th, 2023 11:00
Always include exact PC model in your posts.
RoHe
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February 15th, 2023 12:00
Once the time limit on editing posts expires, only a Moderator can do it.
But, no problem...you added the model number to your last post.
Look around on this SupportAssist forum to see if anybody posted about similar problems and a fix...
Don't bother using SupportAssist, Dell Update etc. IMO, they're just more hassles than their worth...
Ling Kwa
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February 15th, 2023 12:00
Hey Ron, my bad.
It's Inspiron 3881 desktop.
I'm unable to edit my original post. Is there a way to do it, refresh me on this. Thanks
lmacri
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February 15th, 2023 17:00
Hi Ling Kwa:
I'm also seeing problems with the latest Dell SupportAssist OS Recovery Tools v5.5.5.16458 update on my Inspiron 5584 / Win 10 Pro v22H2 laptop - see my post today in my 10-Feb-2023 thread Dell SupportAssist OS Recovery Plugin for Dell Update Rolled Back to v5.5.4.16189. I ran Dell Update for Windows Universal v4.7.1 four times and was offered a slightly different update each time.
Control Panel | Programs | Programs and Features now shows I have Dell SupportAssist Remediation v5.5.5.16458, but for some reason my Dell Update interface indicated that it was installing a small 36.8 MB update for SupportAssist OS Recovery Tools v5.5.5.16206.
Just an FYI that this always happens if you try to find details for an available Dell SupportAssist OS Recovery Tools update. Dell doesn't publish detailed release notes for each new version of this software on the documentation page at https://www.dell.com/support/home/en-ca/product-support/product/support-assist-os-recovery/docs - all they provide is a link to the latest Dell SupportAssist OS Recovery Tools User Guide.
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64-bit Win 10 Pro v22H2 build 19045.2486 * Firefox v110.0.0 * Microsoft Defender v4.18.2301.6-1.1.200000.2 * Malwarebytes Premium v4.5.22.236-1.0.1915 * Macrium Reflect Free v8.0.7279 * SupportAssist v3.13.2.14 * Dell Update for Windows Universal v4.7.1 * Dell SupportAssist Remediation v5.5.5.16458 * Inspiron 5583/5584 BIOS v1.21.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620
Ling Kwa
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February 15th, 2023 22:00
I read your post too Imacri. Guess gotta do more digging an trials to get to the bottom. Thanks for the tip. Good luck bro
Ling Kwa
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February 15th, 2023 22:00
Yeah, more on the convenience part. I get it
Ling Kwa
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February 16th, 2023 00:00
Tried running SupportAssist again, ended up with this:
Also visited Dell Support page for my specific service tag (Inspiron 3881). Here's the update
* BIOS v 1.17 available (but not in my installed SA or DCU UWA) - downloaded, installed, no issues
* DCU UWA v4.8 available (but not in my installed SA or DCU UWA)- downloaded Dell-Update-Windows-Universal-Application_0RCG0_WIN_4.8.0_A00.EXE, install failed - error message said incompatible product found in your system - please uninstall the product. Well, in my past experience this is hokey (DCU UWA v4.4.0 is running stable so far). Past attempt to uninstall it ended up in a mess that lead to many other reinstall issues - so I'm taking a cautious approach.
So in summary, both SA v3.13.2.14 and DCU UWA v4.4.0 found SA ORT v5.5.5.16458 update, but can't be installed. Also unable to update DCU UWA v4.4.0 (while it is running stable now)
Anybody here experience the same issues as I?
lmacri
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February 16th, 2023 06:00
Hi Ling Kwa:
What is the version number of Dell SupportAssist Remediation (a.k.a. Dell SupportAssist OS Recovery Tools) shown at Control Panel | Programs | Programs and Features? This isn't shown in your screenshot <above>, and as I noted in my 15-Feb-2023 post in Dell SupportAssist OS Recovery Plugin for Dell Update Rolled Back to v5.5.4.16189, my failed update for Dell SupportAssist OS Recovery Tools v5.5.5.16458 (Dell Update Check # 3 / February 15 at 9:03 AM) actually occurred after Control Panel | Programs | Programs and Features unexpectedly reported that I had already received the v5.5.5.16458 update (Dell Update Check (Dell Update Check # 2 / February 15 at 08:34 AM).
Please note that I normally have my Dell SupportAssist Remediation service disabled at Start | Windows Administrative Tools | Services to prevent Dell SupportAssist Remediation from starting at boot-up (I use Macrium Reflect Free to create full disk images for emergency recovery instead) and normally have my Dell SupportAssist and Dell Tech Hub services disabled to prevent SupportAssist from launching at boot-up (I use Dell Update for Windows Universal v4.x to check for available updates instead). Both these programs are too buggy and use too many system resources and I expect I'll eventually be uninstalling them from my system.
You appear to be confusing Dell Update and Dell Command | Update (which you refer to as DCU).
The support page <here> for your Inspiron 3881 / Win 11 laptop lists the same Dell Update for Windows Universal v4.8.0 (Dell-Update-Windows-Universal-Application_0RCG0_WIN_4.8.0_A00.EXE, rel. 31-Jan-2023) that is recommended for my Inspiron 5584, not the Dell Command | Update for Windows Universal app that your image <above> shows is currently installed.
The release notes <here> for Dell Update for Windows Universal v4.8.0 (i.e., not the "Command" version) also list your Inspiron 3881 as a compatible system.
I cannot see any Dell Command | Update or Dell Command | Update for Windows Universal product listed on the support page for your Inspiron 3881 / Win 11 laptop, and the release notes <here> for Dell Command | Update Windows Universal Application v4.8.0 do not list any Inspiron model as a compatible system. Do you have any idea how Dell Command | Update for Windows Universal v4.4.0 (rel. 29-Oct-2021) got installed on your Inspiron 3881 in the first place?
Updates for SupportAssist are never listed on the Drivers & Downloads tab of your support page - if SupportAssist is already installed then available products updates should be delivered automatically when SupportAssist is launched.
I haven't tried a manual install of the Dell-Update-Windows-Universal-Application_0RCG0_WIN_4.8.0_A00.EXE installer to force my Dell Update for Windows Universal app to update from v4.7.1 to v4.8.0, but there are four recent updates posted on the support page <here> for my Inspiron 5584 that aren't being detected by either SupportAssist v3.13.2, Dell Update for Windows Universal v4.7.1, or the "Check for Updates" button on that support page:
I'm used to waiting 5 or 6 days before updates posted on my Inspiron 5584 support page are detected by SupportAssist or Dell Update so I'm not surprised that my latest BIOS update still isn't detected, but a two week lag for the other three updates seems excessive.
My Dell Update for Windows Universal v4.7.1 was working fine three weeks ago so I think something Dell recently did on their backend servers has caused problems with detection of available updates. It's also possible that my SupportAssist self-update to v3.13.2.14 on 08-Feb-2023 has caused a glitch in my Dell Update for Windows Universal v4.7.1, since SupportAssist and Dell Update are closely integrated.
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64-bit Win 10 Pro v22H2 build 19045.2486 * Firefox v110.0.0 * Microsoft Defender v4.18.2301.6-1.1.200000.2 * Malwarebytes Premium v4.5.22.236-1.0.1915 * Macrium Reflect Free v8.0.7279 * SupportAssist v3.13.2.14 * Dell Update for Windows Universal v4.7.1 * Dell SupportAssist Remediation v5.5.5.16458 * Fusion Service v2.1.31.0 * Inspiron 5583/5584 BIOS v1.21.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620
Ling Kwa
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February 16th, 2023 08:00
Hi Imacri, thanks for getting back
None installed actually. I double checked in Windows Programs and Features list, and none is listed. What I do have installed is the Dell SupportAssist OS Recovery Plugin for Dell Update v5.5.5.16206.
Hmm. got me thinking. Yes I did find the exact Dell Update for Windows Universal v4.8.0 (Dell-Update-Windows-Universal-Application_0RCG0_WIN_4.8.0_A00.EXE, rel. 31-Jan-2023) in the support page listed as the recommended app for my Inspiron 3881.
In the past when I have a messed up SA and Dell Update apps due to having my Windows 11 21H2 upgraded to the preview build 22H2. Certain apps including Dell started to not act buggy, or stopped working completely. So I rolled back the Windows change, back to stable release of 21H2 back then. Even so, SupportAssist and Dell Update (not Dell Command Update) failed to start. Just hung. Then after trying many options I managed to reinstall SupportAssist by side loading it, by using another backup local Windows account. Going back to the normal Windows account I use, I can get SupportAssist to work again. However, not Dell Update. Trying to reinstall Dell Update with the recommended version didn't work. Tried many different versions even after doing a clean uninstall, and reinstall, still didn't work. After trying many options, I come across another version of the Dell Update, namely, the Dell Command Update Universal Windows App in Dell Support Page. I tried installing it, and voila, all works well. It was version 4.3.0 then, which later on got upgrade to v 4.4.0 as shown in my screenshot above.
So that is how I got Dell Command Update UWA instead of Dell Update. I read somewhere while Googling, that Dell Command Update UWA is designed for both Alienware and other Dell desktops. Dell Update, on the other hand, is compatible for both desktops and laptops. I can' really confirm this, I may not get it right. However, after trying so many versions of Dell Update app which none was able to be installed in my Inspiron 3881 -- I found that Dell Command Update UWA does work. So that's why I have it on. I haven't actually look things up since then when al is working fine. Of course, like you, until few days ago when I get the notice of SupportAssist Recovery Tools v5.5.5.16458 is available and critical to update.
Then here we are, trying to figure out why the heck didn't the update work now.
Noted on your insights about the update notification delay between Support Page and SA/DU.
But hey, thanks for identifying what I may have mixed up my Dell Command Update with Dell Update that's available in the support page. Yeah, sure that explained the "incompatible product" error when I tried to install the update. Come to think of it, I recalled having Dell Update preinstalled in my Inspiron 3881 (with Win 10 back then).
Back to more digging ...
lmacri
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February 16th, 2023 20:00
Hi Ling Kwa:
That also seems odd, but what you see on your Win 11 v22H2 machine might be different than what I see on my Win 10 v22H2 machine. Do you have an app called Dell SupportAssist Remediation listed at Settings | Apps | Apps & Features? If you don't have the full Dell SupportAssist OS Recovery Tools (a.k.a. Dell SupportAssist Remediation) installed and Dell SupportAssist Remediation (System Repair) is not creating daily snapshots / system restore points in your hidden and protected C:\ProgramData\Dell\SARemediation\SystemRepair\Snapshots folder then I don't know if you even need the Dell SupportAsisst OS Recovery Plugin for Dell Update. Perhaps @RoHe knows the answer to that question.
From my Inspiron 5584 / Win 10 Pro v22H2 laptop (note that the images below show that System Repair is turned off in my SupportAssist v3.13.2.14 settings and my SupportAssist OS Recovery v5.5.5.16458 control panel at Control Panel | System and Security | SupportAssist OS Recovery since I don't use this emergency recovery software) :
According to the Dell SupportAssist OS Recovery User’s Guide:
"SupportAssist OS Recovery is factory-installed on supported Dell system models and does not require you to purchase any additional service plans. It provides a recovery environment that consists of tools to diagnose and troubleshoot issues that may occur before your computer boots to the operating system. When your computer is unable to boot to the operating system even after repeated attempts, it automatically starts SupportAssist OS Recovery..."
Your Inspiron 3881 desktop is listed in the Dell SupportAssist OS Recovery Support Matrix so it should run on your system. If your computer didn't ship with the Dell SupportAssist OS Recovery Tools (a.k.a. Dell SupportAssist Remediation) pre-installed then I believe the only way you can install it is via SupportAssist or Dell Update - as far as I know there's no standalone .exe installer that you can download from your Inspiron 3881 support page (or any other web page on the Dell Support site), but I might be wrong about that.
The Dell SupportAsisst OS Recovery Plugin for Dell Update can be delivered in various ways, either as a manual update using the .exe standalone installer downloaded from your support page (e.g., Dell-SupportAssist-OS-Recovery-Plugin-for-Dell-Update_CYKG9_WIN_5.5.5.16206_A00.EXE), as a small ~ 30 MB plugin update by Dell Update or SupportAssist ...
... or as part of the full ~ 230 MB Dell SupportAssist OS Recovery Tools package update.
The Dell SupportAsisst OS Recovery Plugin for Dell Update v5.5.5.16206 shown in your Control Panel | Programs | Programs and Features image <above> is also the latest available version (Dell-SupportAssist-OS-Recovery-Plugin-for-Dell-Update_CYKG9_WIN_5.5.5.16206_A00.EXE, rel. 25-Jan-2023) listed on the support page <here> for your Inspiron 3881.
Your images show that SupportAssist v3.13.2.14 and your old Dell Command | Update for Windows Universal v4.4.0 are trying to deliver a small 36.8 MB Dell SupportAsisst OS Recovery update to your system. If this is actually an update for Dell SupportAsisst OS Recovery Plugin for Dell Update v5.5.5.16458 then you might find that this update keeps failing until Dell gets around to posting the .exe standalone installer for the v5.5.5.16458 plugin on your support page.
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64-bit Win 10 Pro v22H2 build 19045.2486 * Firefox v110.0.0 * Microsoft Defender v4.18.2301.6-1.1.200000.2 * Malwarebytes Premium v4.5.22.236-1.0.1915 * Macrium Reflect Free v8.0.7279 * SupportAssist v3.13.2.14 * Dell Update for Windows Universal v4.7.1 * Dell SupportAssist Remediation v5.5.5.16458 * Fusion Service v2.1.31.0 * Inspiron 5583/5584 BIOS v1.21.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620
Ling Kwa
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February 17th, 2023 14:00
Thanks for getting back Imacri
I have no idea why I ended up not having the Dell SupportAssist Remediation app installed. I thought I had it on all along. Looking at the Programs and Features list, yup, none.
Now thanks to your update, I just realized that I don't have the proper set of SA OS Recovery app.
I looked again in SA settings, sure enough, it said ...
I think I remembered seeing one installed and working when I still have Win 10 running, as factory pre installed. Now that I upgraded to Win 11, maybe things got wiped out in the process.
I did find the folder: C:\ProgramData\Dell\SARemediation\SystemRepair\Snapshots but was unable to take a peek as it is a protected system folder. I haven't bothered to elevate my account privilege to be able to do so yet. So I can't really tell if any system snapshots are present.
Now I have to find the installer of SA OS Remediation app, and see if that fixes all the issues I have now. That includes getting the updated Dell Command Update UWA, or Dell Update app.
Appreciate your scrutiny here, I just assumed all is properly set and done until I run into the update issue.
Will keep things posted.
lmacri
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February 17th, 2023 18:00
Hi Ling Kwa:
I use JAM Software's TreeSize Free utility to view the disk space used by these types of hidden and system protected folders. The only default setting I've changed is that I have Options | Always Start This Application as an Administrator enabled so the program always launches with Administrator rights.
TreeSize Free shows my C:\ProgramData\Dell\SARemediation\SystemRepair\ folder is currently using about 20 KB of disk space with System Repair turned OFF; if System Repair were turned ON this folder would use about 15 to 25 GB of disk space (see the old 19-Jun-2021 TreeSize image I posted in SteveTree's Reduce Disk Space Used By SARemediation).
Here are two other places you can check to see if Dell SupportAssist Remediation installed and running. Firstly, you would see a control panel / settings manager for this software at Control Panel | System and Security | SupportAssist OS Recovery (I have Win 10 OS but according to the testingdocs article at Control Panel on Windows 11 it would likely be in the same location on your Win 11 machine) ....
... and you would have Dell SupportAssist Remediation service with a Status of "Running" at Start | Windows Administrative Tools | Services.
Note that I normally have this service disabled because I don't want Dell SupportAssist Remediation launching at boot-up and automatically creating snapshots / system restore points or logging hundreds of "Successful Application Reconfiguration" events in my Event Viewer every day (yet another bug in this software caused by sloppy program - see my 15-Feb-2023 post in my thread Reliability Monitor Logging FirmwareTPM.exe APPCRASHs Since 19-Nov-2022). I use Macrium Reflect Free for creating full disk images and a bootable USB for emergency recovery. As an extra precaution I've also enabled Windows System Restore (see the Windows Central article How to Use System Restore on Windows 11), since this feature is disabled by default in both Win 10 and Win 11.
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64-bit Win 10 Pro v22H2 build 19045.2486 * Firefox v110.0.0 * Microsoft Defender v4.18.2301.6-1.1.200000.2 * Malwarebytes Premium v4.5.22.236-1.0.1915 * Macrium Reflect Free v8.0.7279 * SupportAssist v3.13.2.14 * Dell Update for Windows Universal v4.7.1 * Dell SupportAssist Remediation v5.5.5.16458 * Fusion Service v2.1.31.0 * TreeSize Free Portable v4.6.3.520 * Inspiron 5583/5584 BIOS v1.21.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620
Iannis_3
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May 8th, 2023 02:00
Same problem for me on G3 3590 laptop
lmacri
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May 8th, 2023 06:00
Hi Iannis_3:
I uninstalled all my SupportAssist-related software, including Dell SupportAssist Remediation v5.5.5.16458 (also called Dell SupportAssist OS Recovery or System Repair) in March 2023 so I won't be of much help to you now. However, the Revo Uninstaller image isplaten posted on 07-May-2023 in their thread Support Assist, Windows 11, Updated with a new Install, odd things happening? indicates that the current SupportAssist v3.14.0.91 (released 27-Apr-2023) installed a new Dell SupportAssist OS Recovery Tools v5.5.6.18729 package on their XPS 8940 on 30-Apr-2023.
If Ling Kwa or someone else still using Dell SupportAssist Remediation v5.x doesn't reply in this thread to offer assistance you might want to start your own topic in this SupportAssist for PCs forum so your problem receives more attention. Be sure to include your Dell computer model (G3 3590), the version and OS build of your Windows operating system (available at Settings | System | About | Windows Specifications) and the current version numbers of your Dell SupportAssist and Dell SupportAssist Remediation programs shown at Control Panel |Programs | Programs and Features. If you use another Dell utility like Dell Update for Windows Universal to install Dell software and drivers then provide that version number as well.
Any other details you can provide about the failure of your Dell SupportAssist Remediation update (e.g., the version number of the Dell SupportAssist OS Recovery Tools update package currently being offered to your G3 3590, the error message displayed by SupportAssist, etc.) would also be helpful.
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64-bit Win 10 Pro v22H2 build 19045.2846 * Firefox v112.0.2 * Microsoft Defender v4.18.2304.8-1.1.20300.3 * Malwarebytes Premium v4.5.27.262-1.0.1991 * Macrium Reflect Free v8.0.7279 * Dell Update for Windows Universal v4.8.0 * My Dell v2.2.4 * Dell Inspiron 5583/5584 BIOS v1.22.1
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620