DELL SupportAssist 'Recommended' update fails to install


  1. wiganken
    Posts : 565
    Windows 10 Professional 64-bit
       New #1

    DELL SupportAssist 'Recommended' update fails to install


    DELL Inspiron 15-3576 laptop, running Windows 10 Home (64-bit) v20H2, Build 19042.928 with “Core i5-8250U” CPU and “Intel UHD Graphics 620” display adapter. Norton Security installed.

    I have posted this in the DELL Community but wish to widen the net to get more responses: - https://www.dell.com/community/Inspi.../false#M117077

    DELL SupportAssist updated itself from v3.8.1 to v3.9 and it then tried three times to install "Recommended" update "SupportAssist OS Recovery" but failed each time. The laptop is plugged in to the power supply as required. See photos.

    Is anyone else having this issue? Is there a fix?

    DELL SupportAssist 'Recommended' update fails to install-img_20210505_094118.jpg
    DELL SupportAssist 'Recommended' update fails to install-img_20210505_094315.jpg
    Last edited by wiganken; 05 May 2021 at 12:42.
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  3. Compumind
    Posts : 5,048
    Windows 10/11 Pro x64, Various Linux Builds, Networking, Storage, Cybersecurity Specialty.
       New #2

    @wiganken -

    I would suggest cleanly removing both Support Assist and Support Assist OS Recovery via the Control Panel.
    Then enable the Hidden Items view in Windows Explorer and look at your OS (C) drive for the ProgramData and AppData Folders.

    Ensure that all entries are removed for the above two specific Dell applications and purge them. Then reboot.

    Once done - install:

    https://www.dell.com/support/content.../supportassist

    Then run it - you should be given a prompt to download and install the correct version of the OS Recovery Tool.

    Let's see if that works.

    HTH

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  4. wiganken
    Posts : 565
    Windows 10 Professional 64-bit
    Thread Starter
       New #3

    @Compumind - Thanks and you are almost 100% correct.

    It seems to have been DELL SupportAssist (DSA) v3.9 wrongly detecting that my machine needed the "SA OS Recovery" update. Explanation: -

    1. I uninstalled DSA, but I then saw that "DSA OS Recovery Plugin" and "DSA Remediation" were also installed so I uninstalled those as well since I wanted to "Start with a clean sheet" regarding DSA.
    2. I restarted the DELL then reinstalled DSA as suggested and it is now v3.9.
    3. Running DSA scan this time did not find the "SA OS Recovery" update whereas previously it did. I decided to try again but restarted the DELL first and it still did not find the update. That's why I say you are "almost" 100% correct.


    This is why I think the previous DSA was wrongly detecting the update as being compatible with my machine. I could be wrong and it may decide to find it tomorrow or the day after. Who knows?

    For now it seems the uninstall and reinstall advice has worked so I am sorted.

    Thanks again.
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  6. Compumind
    Posts : 5,048
    Windows 10/11 Pro x64, Various Linux Builds, Networking, Storage, Cybersecurity Specialty.
       New #4

    Glad that all is sorted now.

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