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17492
Unable to install Dell Support Assist
Hello,
I have a Dell Precision 5540 and i can not install Dell Support Assist.
Every time when i try to install it i receive at the end after downloading step an error attached.
Any ideea how to solve it?
Badea Cristian
4 Posts
0
February 9th, 2022 06:00
Support recommended me to install the Dell Precision Optimizer. Using it SupportAssist installed correctly.
lmacri
3 Apprentice
3 Apprentice
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1.2K Posts
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February 8th, 2022 05:00
Hi Badea Cristian:
What is the Windows operating system of your Precision 5540? If you have a Win 10 or Win 11 OS let us know the version and build shown at Settings | System | About | Windows Specifications [or open a Run dialog box (press the Windows + R keys) and enter winver].
I searched this forum board for "lost internet connection" and found a 21-Feb-2019 post in SupportAssist Failure from Moderator @jbilinski who noted that this error can sometimes occur during SupportAssist installs if Dell allows the digital certificate of the software to expire.
I don't know if your problem is caused by the same issue, but I downloaded a fresh copy of SupportAssistInstaller.exe from the SupportAssist for Home PCs download page today and when I checked the certificate details from the Properties of this .exe file (Digital Signatures | Details | View Certificate) it showed the digital certificate expired on 23-Jan-2022.
HonkDory's 11-Jul-2018 post in Support Assist Installation Fails: Certificate Validation said that when they saw this "lost internet connection" message on their XPS 9560 that there was a corresponding event logged in their Windows 10 Event Viewer stating "SupportAssistCertificateValidationFailed - 7 : Certificate validation failed for SupportAssist". If you check your Event Viewer you might also be able to find an event logged at the same time as your failed SupportAssist installation that will provide more information about the underlying cause of the error message.
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64-bit Win 10 Pro v21H2 build 19044.1466 * Firefox v96.0.3 * Microsoft Defender v4.18.2111.5-1.1.18900.2 * Malwarebytes Premium v4.5.2.157-1.0.1562 * Dell SupportAssist v3.10.4.18 * * Dell Update for Win 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
jbilinski
5 Practitioner
5 Practitioner
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146 Posts
1
February 8th, 2022 06:00
Badea - Not having any info about the system, you could have some old files hanging around. Could you try running making sure SupportAssist is uninstalled in the control panel then verify SupportAssist is removed via the MSTOOL, try these steps
MSTOOL
Badea Cristian
4 Posts
0
February 8th, 2022 22:00
I check already the logs but when installer starts i have only the following msg:
Badea Cristian
4 Posts
0
February 8th, 2022 22:00
Already try this and not working.
jbilinski
5 Practitioner
5 Practitioner
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146 Posts
1
February 9th, 2022 06:00
Are there any errors in the Event Viewer logs?
In Eventviewer - Look for eventsources = msiinstaller and SupportAssistAgent then share respective error messages or event logs for review
If uninstalled and\or MSTOOLS also showed no SupportAssist, could you tell me if any of the highlighted services are still on the machine? If so they would need to be removed.
You could also try the offline installer if you are comfortable using CMD line and send me the msi or msp log if it fails.
Try the offline installer and gather logs from the installation? For example the msi\msp logs.
create folder C:\SA_INSTALL
1 Download SupportAssistx64-3.10.4.18.msi from (https://dl.dell.com/serviceability/catalog/SupportAssistx64-3.10.4.18.msi) to customer machine
Cmd line Example: Can cut and paste into cmd line if files are saved to the folder created.
MSI
msiexec /i C:\SA_INSTALL\SupportAssistx64-3.10.4.18.msi /qb /l*v c:\SA_INSTALL\msilog.txt
MSP
msiexec /p C:\SA_INSTALL\SupportAssistx64-3.10.4.18.msp /qb /l*v c:\SA_INSTALL\msplog.txt
DELL-Cares
Moderator
Moderator
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25.6K Posts
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February 9th, 2022 07:00
Thank you for sharing the update with us.
Do get back to us at your convenience so that we can help you further.