Tuesday and Wednesday we noticed an issue with expired certificates.  External Customers were unable to perform functions for Detect PC, Drivers Scan or Diagnostics on recent Support Assist installs or unable to install due to catalog\lost internet connection message.  This was fixed yesterday.  If you need to reinstall follow these instructions Uninstall SupportAssist via the Control Panel if available Then delete these directories C:\ProgramData\PCDr C:\ProgramData\SupportAssist C:\Program Files\Dell\SupportAssistAgent (if able to) Try installing via Dell web-site, download and right click and run as administrator [URL] if the above doesn’t work please use MSI / MSP installers as a workaround.  (see below).  Steps I have tried following given steps just now – to make sure they work. It should work fine- Please try executing following steps. “msiexec /i “downloaded msi file path with the name” /qb /l*v c:\msilog.txt If it is successful, “msiexec /p “downloaded msp file path with the name” /qb /l*v c:\msplog.txt For Example Run MSI msiexec /i C:\Users\DELL_JoeB\Downloads\SAC3.1.0.142\SupportAssistx64-3.1.0.142.msi /qb /l*v c:\msilog.txt MSP msiexec /p C:\Users\DELL_JoeB\Downloads\SAC3.1.0.142\SupportAssistx64-3.1.0.142.msp /qb /l*v c:\msplog.txt
Quite honestly I am flabbergasted that a company as theoretically sophisticated as Dell cannot resolve an issue for a piece of software that the company provides to "assist" users in evaluating the functionality of its hardware.  I have had ongoing problems with this worthless program for the past six months.  Customer service agents have uninstalled it and reinstalled it three times and have walked me through uninstalling and reinstalling myself three times (which really irritates me as I pay Dell for premium service to fix these kind of problems).  Shortly after reinstalling (sometimes it works once, maybe twice, the program fails to launch again.  I pay for premium support to have Dell FIX these kind of problems, yet in six months, no one from Dell has any idea what the fix is.  I have been informed that this has been escalated to the level 3 team and they too have not resolved the issue.  Now it has been escalated to the engineering team and they have not responded.  It takes days for anyone from Dell to respond to support requests and the answer is always, "we will escalate this and someone will get back to you in 24-48 hours."  What an absolute joke.   I have tried fixes on my own, none of which work including one that seemed to work for many and that was removing the word "small" in the Program File description line.  IF anyone has a real fix for this, I would be fascinated to hear about it as so far, I have found nothing that works.  I have decided that if nothing is resolved by the end of this month, I will just delete this worthless offering by Dell and rely on other means to check my computer components.  I don't mind paying for service, but I dearly hate to pay a premium fee for premium service and get none.  Any suggestions now?  Hopefully, someone from Dell occasionally reads these posts and sees that there are hundreds if not thousands of people having the same problem who are all Dell consumers...yes, we all bought Dell products, and we are not happy with the way Dell has failed to address this problem.
SupportAssist Failure