Windows 10: Dell Support System Fails to Open and Update

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  1.    2 Weeks Ago #1

    Dell Support System Fails to Open and Update


    I bought a Dell laptop 15 inch Inspiron 3567 last November.


    I have Windows10 with MSFT Office Home Edition.

    Dell has administrative support for their laptop called Dell Support System.

    I received a message about 2 weeks ago saying that I needed to update some drivers and do a health check.

    When I click the link to open, it 'shades out'. Or it clicks on white and the 'rollerball' keeps rotating and it never opens.

    I have tried this 6 or 8 times but it never opens.

    Is this the result of a recent update from MSFT that is not syncing with Dell?

    It worked before.

    I tried right clicking to open and it still fails me.

    Any suggestions?

    Thanks
      My ComputerSystem Spec

  2.    2 Weeks Ago #2

    You can try to reinstall the software, link to Dell downloads for your model below. I notice new/updated 2018 dated software. Or just manually check for updated drivers and install as you feel needed. One caution, do not install any BIOS updates with the Dell update software, only do it manually as I've seen several posts of corrupted BIOS updates on the Dell forum using the Dell updater.

    Support for Inspiron 15 3567 | Drivers & downloads | Dell US
      My ComputersSystem Spec

  3.    2 Weeks Ago #3

    Just throwing this out there; when was the last time you rebooted your laptop or turned it completely off and back on?
      My ComputerSystem Spec

  4.    2 Weeks Ago #4

    I had same problem in last week or so (on two separate Dell laptops at home) and will monitor thread. For me, yes, the problem persists after complete orderly shutdown to no lights and a restart.

    I have no advice to offer OP other than same as fireberd's advice to manually check at Dell support for updates (which I've typically done for years) and only take BIOS updates as standalone local execution. My measure for now was to uninstall on both laptops.
      My ComputerSystem Spec


  5. Posts : 34,481
    Triple boot - Win 10 Pro, Win 10 Pro Insider (2) - (and a sprinkling of VMs)
       2 Weeks Ago #5

    fireberd said: View Post
    You can try to reinstall the software, link to Dell downloads for your model below. I notice new/updated 2018 dated software. Or just manually check for updated drivers and install as you feel needed. One caution, do not install any BIOS updates with the Dell update software, only do it manually as I've seen several posts of corrupted BIOS updates on the Dell forum using the Dell updater.

    Support for Inspiron 15 3567 | Drivers & downloads | Dell US
    Just an added word on the BIOS possible corruption. That happened to me, once, a while back. I made sure I was subscribed to the Email Subscription from Dell Support, and now get emails of updates available directly from Support, with direct links. That is how I do BIOS updates, DL the self-contained update file, make sure nothing else is running, and execute it. With Dell, there have been 5 or 6 since December, most if not all dealing with the Spectre/Meltdown and CPU FW.
      My ComputersSystem Spec

  6.    2 Weeks Ago #6

    Fortunately for many recent models Dell now has recovery procedures for failed/corrupted BIOS. Older Dell's didn't have that and the only recourse for a corrupted BIOS was to replace the Motherboard.

    Here is the link to the Dell BIOS recovery procedures.
    BIOS Recovery options on a Dell PC or Tablet | Dell US


    FWIW here is Dell's policy if a PC's BIOS is corrupted.
    Dell Policy, BIOS breaks motherboard CMOS

    In warranty customers
    If a Dell Support representative directs you to update the BIOS, and it broke the motherboard CMOS, Dell will replace the motherboard.
    Stipulations =
    * The service itself could be either onsite service or Return to Dell Depot, depending on which warranty you purchased
    If you updated the BIOS without any direction from a Dell Support representative, and it broke the motherboard CMOS, Dell will do a one time only motherboard replacement.
    Stipulations =
    * The service itself could be either onsite service or Return to Dell Depot, depending on which warranty you purchased
    * We will then ask you to not install any BIOS update unless you contact us first and have us guide you
    Out of warranty customers
    If a Dell Support representative directs you to update the BIOS, and it broke the motherboard CMOS, you are eligible for a one time only out of warranty motherboard replacement.
    Stipulations =
    * This is a one time only offering
    * This is a parts only service. Dell will not send on onsite technician
    * Dell will only have motherboards available for 5 years from the original system RTS (Ready To Ship) date. If you are past this 5 year period, you will need to purchase the motherboard from a 3rd party seller
    If you updated the BIOS without any direction from Dell Support representative, and the BIOS update broke the motherboard CMOS, you have to buy the replacement motherboard either from Dell or a 3rd party seller.
      My ComputersSystem Spec

  7.    2 Weeks Ago #7

    fireberd said: View Post
    You can try to reinstall the software, link to Dell downloads for your model below. I notice new/updated 2018 dated software. Or just manually check for updated drivers and install as you feel needed. One caution, do not install any BIOS updates with the Dell update software, only do it manually as I've seen several posts of corrupted BIOS updates on the Dell forum using the Dell updater.



    Support for Inspiron 15 3567 | Drivers & downloads | Dell US
    I have tried to download the drivers 4 times and after they download, they fail to install.
    I hit the install link and nothing happens.
      My ComputerSystem Spec

  8.    2 Weeks Ago #8

    Plankton said: View Post
    Just throwing this out there; when was the last time you rebooted your laptop or turned it completely off and back on?
    I restart it daily and I have done it 3,4 times this evening.
    But every time I do......I have to re-start the download procedure again.
      My ComputerSystem Spec

  9.    2 Weeks Ago #9

    Word Man said: View Post
    I had same problem in last week or so (on two separate Dell laptops at home) and will monitor thread. For me, yes, the problem persists after complete orderly shutdown to no lights and a restart.

    I have no advice to offer OP other than same as fireberd's advice to manually check at Dell support for updates (which I've typically done for years) and only take BIOS updates as standalone local execution. My measure for now was to uninstall on both laptops.
    I checked the Driver's list and I have 19 to download . I can download them but then they won't install.
      My ComputerSystem Spec

  10.    2 Weeks Ago #10

    fireberd said: View Post
    Fortunately for many recent models Dell now has recovery procedures for failed/corrupted BIOS. Older Dell's didn't have that and the only recourse for a corrupted BIOS was to replace the Motherboard.
    Thanks,

    I followed the instructions holding down CTRL/ESC and nothing happened.
    Maybe it does not work on my model.
    I downloaded the drivers againnnnnn and they will not install.

    I managed to right click, and open the Dell Assist program.

    I ran the numerous functions, but it would not update the drivers.

    I feel like that is a modest victory.

    ---

    I tried the Dell Support link one more time.....to update my drivers. At the top it says....let us analyze to see if you have any drivers to be updated. When I enter the option, it returns a message that says I have none to update.

    But two inches below that is says I have 19 drivers to update and it lists the dates that they were updated and some are several months old. It seems that if they had been downloaded properly that today's date would be listed instead of the ones from May and April etc....

    Furthermore, it I had none to update then it should not list the 19 suggested updates.

    This is frustrating.

    I found the number for Dell Consumer Help.......800-624-9897.

    But they are only open from 7AM - 7PM Central Time.

    I will call Thursday.

    Customer Support Phone Numbers | Dell US
    Last edited by RaymondWindoz10; 2 Weeks Ago at 00:15.
      My ComputerSystem Spec


 
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