1 Rookie
•
14 Posts
0
13222
SupportAssist Will Not Install
Hello all. SupportAssist is giving me headaches. I had it installed on my Alienware 17M. There was an issue with it so I uninstalled it and now can no longer install it. I get a message: “We were unable to complete the installation. Please reboot your PC and try again.” I can reboot but the same error occurs. I have already tried several "solutions" to no avail. They are:
None of these methods works. I have removed every folder and edited the register exactly as instructed and it will still not install and gives the same error message. Why can we not install a program that was just uninstalled? I know this is a common problem so hopefully there is a good solution.
lmacri
3 Apprentice
3 Apprentice
•
1.2K Posts
1
January 3rd, 2022 06:00
Hi Sidscrat:
I don't know if it's a coincidence, but I've recently noticed other Alienware users posting about issues reinstalling SupportAssist on their machines. See Sam Beavis' 13-Dec-2021 SupportAssist Will Not Install, who owns an Alienware Area 51M R2, for one example. I'm beginning to wonder if the Alienware Command Center software or some recent firmware/driver update that's unique to Alienware models is interfering with the installation of the current SupportAssist v3.10.4.18.
If you haven't found a solution yet let us know your operating system (if Win 10 include the version and build shown at Settings | System | About | Windows Specifications, or type winver in the Run dialog box), antivirus, and default browser. Could you also confirm that you have an Alienware 17M - I couldn't find that model when I searched Dell Support at https://www.dell.com/support/home/en-us, although I did find similar models like the Alienware M17, M17 R2, M17 R3, etc.
Does the installation run to completion if you re-boot, download the SupportAssistInstaller.exe file from the SupportAssist for Home PCs page, save it to your desktop, and right-click and choose "Run as Administrator"?
If you have a Win 8.x or Win 10 OS I'd also advise that you disable the Fast Startup power option and re-boot your system. If you use Win 10 that power option can be found at Control Panel | Hardware and Sound | Power Options | Choose What the Power Buttons Do | Shutdown Settings | Turn on Fast Startup - see Option #1 of the TenForums tutorial How to Turn On or Off Fast Startup in Windows 10 for further details. Fast Startup (also known as hybrid boot-up / hybrid shutdown) can interfere with the loading of services at boot-up and cause all sorts of unexpected glitches and strange behavior. Fast Startup can even interfere with Windows Update - see the MS support article Updates May Not Be Installed With Fast Startup in Windows 10 - so I don't know why Microsoft still enables this power option by default.
You might also want to try Dell employee DELL-Chris M's clean install instructions at SA Uninstall / Reinstall that are pinned at the top of this SupportAssist for PCs board.These instructions recommend that you install the latest available BIOS firmware and Intel Chipset Device Software driver for your Dell computer model before starting, and that you uninstall all SupportAssist-related programs (including the Dell SupportAssist OS Recovery Plugin for Dell Update, Dell SupportAssist Remediation, etc, if installed) before reinstalling SupportAssist. Instead of uninstalling from Control Panel | Programs | Programs and Features I usually uninstall my Dell programs with Revo Uninstaller Free in Aggressive mode to try and clean up any stray files and registry entries left behind by the built-in uninstaller. Here are the SupportAssist-related programs currently installed on my Inspiron 5584:
-----------
64-bit Win 10 Pro v21H2 build 19044.1415 * Firefox v95.0.2 * Microsoft Defender v.4.18.2111.5-1.1.18800.4 * Malwarebytes Premium v4.5.0.152-1.0.1538 * Dell SupportAssist v3.10.4.18 * Dell SupportAssist Remediation v5.5.0.16046 * Dell Update for Windows 10 Universal v4.4.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620
Sidscrat
1 Rookie
1 Rookie
•
14 Posts
1
January 4th, 2022 09:00
The solution for me was following the Dell Support Video process listed above in my original message and deleting everything including the registry items. When the install failed again, I went back in and removed the files that did install. Then per "Imacri" suggestion I tried again to reinstall using Run As Administrator and it correctly installed! Hope that helps someone else.
DELL-Nikhil K
5 Practitioner
5 Practitioner
•
206 Posts
0
December 29th, 2021 21:00
Hi @Sidscrat
I would recommend you to reach out to Dell Technical Support team for better debug this issue.
Sidscrat
1 Rookie
1 Rookie
•
14 Posts
0
December 29th, 2021 22:00
I did that. They exchanged a few emails with suggestions that didn't work and then stated that since I am not in the US, they couldn't help me and referred me to an international number. Since my warranty is expired, I would have to pay to get any help. I guess I will have no choice but to not have Support Assist installed on the PC. That means I cannot use the diagnostic tools. It is a broken system.
Sidscrat
1 Rookie
1 Rookie
•
14 Posts
0
January 4th, 2022 01:00
Thanks so much for your reply! I appreciate your knowledge and ideas. I will take this and experiment and see if anything works. Yes my computer is an M17. I got the designation reversed. I will respond back once I try these!
Sidscrat
1 Rookie
1 Rookie
•
14 Posts
1
January 4th, 2022 01:00
You are a blessing! I have no idea why, but I had not tried running it as an admin and i did and it worked! That can definitely be added to the solution list! I never even thought about it and should have. Kudos to you! Thanks!!!
lmacri
3 Apprentice
3 Apprentice
•
1.2K Posts
1
January 4th, 2022 07:00
Hi Sidscrat:
Thanks for letting us know that right-clicking on SupportAssistInstaller.exe file and choosing "Run as Administrator" solved your problem. I threw out a few different ideas in this thread so you might want to mark your own 04-Jan-2022 post <above> as a solution (I think this forum allows the original poster to mark more than one reply as the solution) so other users following this thread know which suggestion worked for you.
You might also want to check your Windows log on account at Settings | Accounts | Your Info and see if it has Administrator rights (see the iSumsoft article How to Check If I Have Administrator Rights in Windows 10). For security reasons it's best to log in with a Standard account that has limited permissions (the more permissions your account has the more damage a malware infection can do - see the maketecheasier article Why You Shouldn’t Use an Admin Account as Your Main Account ) but if you are the owner and primary user of a home computer and log in with a Standard account you could be severely restricted if you need to install new software or access protected files.
-----------
64-bit Win 10 Pro v21H2 build 19044.1415 * Firefox v95.0.2 * Microsoft Defender v.4.18.2111.5-1.1.18800.4 * Malwarebytes Premium v4.5.0.152-1.0.1538 * Dell SupportAssist v3.10.4.18 * Dell SupportAssist Remediation v5.5.0.16046 * Dell Update for Windows 10 Universal v4.4.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620
Stricko2
1 Message
0
July 21st, 2022 01:00
SupportAssist worked perfectly for 5 years but suddenly failed. I've followed all the Dell advice & other "solutions" but none have worked. Exactly as "Sidscrat" has described. All I get is “We were unable to complete the installation. Please reboot your PC and try again.” I can reboot but the same error occurs.
lmacri
3 Apprentice
3 Apprentice
•
1.2K Posts
0
July 21st, 2022 05:00
Hi Stricko2:
This is an old thread about SupportAssist v3.10.4.18 that started in Dec 2021 and was marked as Solved.
If you are having an issue with the current SupportAssist v3.11.4.29 (released 23-Jun-2022) it would be best if you started your own topic here in the SupportAssist for PCs board. Be sure to include your Dell computer model and Windows OS (if Win 10 or Win 11 let us know the version and build shown at Settings | System | About | Windows Specifications), your current BIOS version (open a Run dialog box, enter msinfo32 to open your System Information panel, and look for the “BIOS Version/Date” field), and include details about anything you've tried so far to fix your problem.
In the mean time please read some of the comments I posted on 19-Jul-2022 in aadvanderpol's SupportAssist 3.11.4 Not Working about the new minimum system requirements for SupportAssist v3.11.4.29.
-----------
64-bit Win 10 Pro v21H2 build 19044.1826 * Firefox v102.0.1 * Microsoft Defender v4.18.2205.7-1.1.19400.3 * Malwarebytes Premium v4.5.11.202-1.0.1716 * Macrium Reflect Free v8.0.6867 * Dell SupportAssist v3.11.4.29 * Dell Update Windows Universal v4.5.0 * Dell Fusion Service v2.0.58.0 * Inspiron 5583/5584 BIOS v1.18.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620
twchung22
1 Message
0
January 6th, 2023 09:00
The video is gone....can the video be posted again? Thanks!
lmacri
3 Apprentice
3 Apprentice
•
1.2K Posts
0
January 6th, 2023 11:00
Hi twchung22:
I think the video you are looking for is the official Dell Tech Support video titled "Dell SupportAssist Not Installing" at https://www.youtube.com/watch?v=F1oUJY0vB4A.
Please note that this is an old thread about SupportAssist v3.10.4.18 that Sidscrat started in December 2021. If you are having issues with installation of the current SupportAssist v3.13.0.126 (rel. 13-Dec-2022) then the release notes <here> for v3.13.0 state that you now require Microsoft .NET Framework v4.7.2 and Microsoft .NET (Core) Runtime v6.0.9 or higher. From my Inspiron 5584:
-----------
64-bit Win 10 Pro v22H2 build 19045.2364 * Firefox v108.0.2 * Microsoft Defender v4.18.2211.5-1.1.19900.2 * Malwarebytes Premium v4.5.19.229-1.0.1860 * Macrium Reflect Free v8.0.7175 * Dell SupportAssist v3.13.0.126 * Dell Update for Windows Universal v4.7.1 * 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