dell support assist

Anonymous
2021-10-05T00:09:54+00:00

I have the newest and latest version of support assist. when i try to run the hardware scan it keeps failing say exc command failed. Del has been trying to resolve this issue for weeks now. The tried today and said it is a dll error. and that i have to re install the operating system. Now if every pp has its own dlls why do i need to reinstall the entire operating system for just that problem. I have run Sfc scan now and it found nothing. they are saying it is my computer and not support assist. I mean it is not earth shattering. Everything else is working o my computer as far as I know. I do not want to reinstall the operating system for that. this is what it says on support assist when i run the hard ware scan yet when i run othere harware scans it say everything passes. here is what it says Hardware Scan Result (Manual) - Default scan - Exec Command Failed - September 4, 2021 9:19:12 PM

  • Memory - Exec Command Failed
  • CPU - Exec Command Failed
  • Hard Drive - Exec Command Failed
  • DVD-RW Drive - Exec Command Failed
  • Video Card - Exec Command Failed
  • Network Card - Exec Command Failed
  • PCI Bridge - Exec Command Failed
  • PCI Bus - Exec Command Failed
  • Sound Card - Exec Command Failed
  • HID - Exec Command Failed
  • USB Composite - Exec Command Failed
  • Bluetooth Device - Exec Command Failed 
    this is   dells answer  when  i looked this  up  Obviously all those can not fail together, just a fluke and nothing is wrong with the hardware
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  1. Anonymous
    2021-10-06T03:01:42+00:00

    tried the revo uninstaller and removed all files . reinstalled and still this is what i get

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  2. Anonymous
    2021-10-06T01:13:42+00:00

    al that was tried with iobit uninstaller i took out all leftover files and still it is happening. MY question is that if tyi is just the dll for support assist is it necessary for a reinstall for just that app. Thanks for your help o this. I thinkk That Dell has that stock answer for everything if they can not figure out a solution

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  3. Anonymous
    2021-10-06T03:06:25+00:00

    i had people  working on it and that is what they said

    On 10/5/2021 10:49 AM, Mary wrote:

    apparently  there is no fix you already tried and said it was a  dll issue. And that  the only option is a reinstall that is out of the  question

    On 10/5/2021 10:41 AM, Dell Tech Support wrote:

    dell_logo17

    Dear Mary,

    Thank you for your email.

    We are extremely sorry to know that we have unresolved concerns with your computer.

    We request you to reply to this e-mail and let us know your availability to arrange a callback and discuss the alternate options.

    Thank you for choosing Dell.

    Vikas Singh
    Dell | Technical Support

    Working Days: Monday ‒ Friday
    11:30 AM - 08:30 PM EST
    10:30 AM - 07:30 PM CST
    08:30 AM - 05:30 PM PST
    09:30 AM - 06:30 PM MST

    If the issue is not resolved to your satisfaction, please reply to this email.
    How am I doing? Please contact my manager at ******@Dell.com to provide any feedback.

    --------------- Original Message ---------------
    From: Mary [@comcast.net]
    Sent: 10/5/2021 7:26 PM
    To: technical_    @help.dell.com
    Subject: Re: Dell Support: SR# 1068296820 from Chandan Paul [ ref:_00D0bGaMp._5002R1M7BSM:ref ]

    [EXTERNAL EMAIL] so apparently    Dell is  done  with me. for  good now. Like  i asked before  you told me repeatedly that  the problem was with  the support assist app not my computer, So how come now the only solution is a reinstall. If it not my computer like you sid  time after time hten why now  is a reinstall needed .  does each  app or program have its own Dll .. if it were  my computer would not  all  dlls be corrupt and you would  see violations on sfc scan now which there were not  any and   why then  when  i run other hardware scans  does it pass. it has to be  the app   and from what  i am seeing   others are also having the problem I am sure they are not  doing or have  done a complete  reinstall. So please  do not tell me it is my computer ok .  thanks for all the help and all the trying

      On 10/4/2021 3:05 PM, Dell Tech Support wrote:

     

    Hello Mary,

    Thank you, we received your email, thank you for sharing the details with us. we have checked with the information that you have shared.

    We have tried the follwing steps so that we can resolve the issue but unfortunatly we were unable to do that as its an issue with one off the DLL file.
     

    1. Once the services are deleted, check if the following folders remain. If they remain, delete them:
      Folder: "C:\ProgramData\PCDr"
      Folder: "C:\ProgramData\SupportAssist"
      Delete, Rename or drag the DellDataVault folder to the desktop, you will not be able to delete it: "C:\Program Files\Dell\DellDataVault"
    2. Reboot the system and install the Support Assist application.

     
    Thank you for choosing Dell.
    Chandan Paul
    Dell | Technical Support
    Working Days: Monday ‒ FridayWorking hours:11:30 AM - 08:30 PM EST10:30 AM - 07:30 PM CST08:30 AM - 05:30 PM PST09:30 AM - 06:30 PM MST

    If the issue is not resolved to your satisfaction, please reply to this email.

    How am I doing? Please contact my manager at ******@Dell.com to provide any feedback.

    --------------- Original Message ---------------
    From: Mary [@comcast.net]
    Sent: 10/5/2021 12:14 AM
    To: technical_    @help.dell.com
    Subject: Re: Dell Support: SR# 1068296820 from Chandan Paul [ ref:_00D0bGaMp._5002R1M7BSM:ref ]

    [EXTERNAL EMAIL]  

    On 10/4/2021 2:14 PM, Dell Tech Support wrote:

    ![Dell](https://filestore.community.support.microsoft.com/api/images/ext?url=https%3a%2f%2fwww.dell.com%2fcommunity%2fs%2fhtml%2f%4023E973B4446AC353504FF71E11893B0D%2fassets%2fDell_Logo_Wht_rgb.png)

    7

    Last reply by DELL-Cares 09-13-2021 Unsolved

    Irishman02191 2 Bronze

    ‎09-04-2021 07:37 PM

    Exec Command Failure when support assist runs

    Hello all,

     

    I have a new Ins 3891, when I ran SupportAssist I get the following result for the hardware scan, any suggestions? Please advise

    Hardware Scan Result (Manual) - Default scan - Exec Command Failed - September 4, 2021 9:19:12 PM

    • Memory - Exec Command Failed
    • CPU - Exec Command Failed
    • Hard Drive - Exec Command Failed
    • DVD-RW Drive - Exec Command Failed
    • Video Card - Exec Command Failed
    • Network Card - Exec Command Failed
    • PCI Bridge - Exec Command Failed
    • PCI Bus - Exec Command Failed
    • Sound Card - Exec Command Failed
    • HID - Exec Command Failed
    • USB Composite - Exec Command Failed
    • Bluetooth Device - Exec Command Failed

    2 people had this problem.

    marytheknees 2 Bronze

    ‎10-04-2021 11:39 AM i too have this  problem and dell has  said they have tried everything. Now they say it is a 501  error and that  they need to reinstall the operating system. I get the  above failures everytime  i run it. Have tested the hard ware  a on a different test all good.  the test is real fast does not take  time to  do it I hve the latest versio of support asist

    XPS_Man 4 Germanium

    ‎09-05-2021 01:39 AM

    Obviously all those can not fail together, just a fluke and nothing is wrong with the hardware

    Release Static charge and run the test again : disconnect charger while powered on and hold the power button down for 30 seconds, keep holding it even after it powers off. Run the test again, 

     

    else reinstall support. 

     

    Mary G 7 Thorium

    ‎09-06-2021 10:51 AM Don't run Support Assist on a brand new computer. Ignore that message.

    Irishman02191 2 Bronze In response to Mary G

    ‎09-10-2021 06:42 AM No problem

    Moderator DELL-Cares Moderator In response to Irishman02191

    ‎09-13-2021 08:02 PM

    1. Once the services are deleted, check if the following folders remain. If they remain, delete them:
      Folder: "C:\ProgramData\PCDr"
      Folder: "C:\ProgramData\SupportAssist"
      Delete, Rename or drag the DellDataVault folder to the desktop, you will not be able to delete it: "C:\Program Files\Dell\DellDataVault"
    2. Reboot the system and install the Support Assist application. Social Media Support
      #IWork4Dell

    Virtual Support Agent [nohold.net]Dell computers tested for upgrade to Windows 11Windows 11 FAQ

    marytheknees

    Top Contributor

    RoHe Kudos (2168)

    Dell Support Resources

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  4. Anonymous
    2021-10-06T03:04:13+00:00

    from Dell Tech support Hello Mary,

    Thank you, we received your email, we wanted to inform you that Dll is part of operating system and to fix the dll error we will have to re-install the operating system and we cannot use any 3rd party appication to resolve Dll files. We wanted to inform you that the hardware on the computer is working fine as per the Diagnostics that we ran on our support website. 

    Thank you for choosing Dell.
    Chandan Paul
    Dell | Technical Support
    Working Days: Monday ‒ FridayWorking hours:11:30 AM - 08:30 PM EST10:30 AM - 07:30 PM CST08:30 AM - 05:30 PM PST09:30 AM - 06:30 PM MST

    If the issue is not resolved to your satisfaction, please reply to this email.

    How am I doing? Please contact my manager at @Dell.com to provide any feedback.
    --------------- Original Message ---------------
    From: Mary [    @comcast.net]
    Sent: 10/6/2021 5:02 AM
    To: technical_******@help.dell.com
    Subject: Re: Dell Support: SR# 1068296820 from Vikas Singh [ ref:_00D0bGaMp._5002R1M7BSM:ref ]

    [EXTERNAL EMAIL] so are you now saying what you said all along it is the application and not my computer.if that is the case the a reinstall is not necessary  right

    On 10/5/2021 6:18 PM, Dell Tech Support wrote:

     

    Hello Mary,

    Thank you, we received your email, as per our conversation over the phone yes it seems to be an issue with Hardware scan on Supprot Assist and as informed you can still use it to use the other options on Support Assist.

    Thank you for choosing Dell.
    Chandan Paul
    Dell | Technical Support
    Working Days: Monday ‒ FridayWorking hours:11:30 AM - 08:30 PM EST10:30 AM - 07:30 PM CST08:30 AM - 05:30 PM PST09:30 AM - 06:30 PM MST

    If the issue is not resolved to your satisfaction, please reply to this email.

    How am I doing? Please contact my manager at ******@Dell.com to provide any feedback.

    --------------- Original Message ---------------
    From: Mary [@comcast.net]
    Sent: 10/6/2021 3:35 AM
    To: technical_    @help.dell.com
    Subject: Re: Dell Support: SR# 1068296820 from Vikas Singh [ ref:_00D0bGaMp._5002R1M7BSM:ref ]

    [EXTERNAL EMAIL]

    so  then it is the  app not  my computer
      On 10/5/2021 1:22 PM, Dell Tech Support wrote:

     

    Hello Mary,

    Thank you, we received your email, yes its an issue with Dll file and we want to inform you that we don't support by installing any 3rd party application. As per our last intreaction we have checked with running Diagnostics and every thing came up fine.
     
    Thank you for choosing Dell.
    Chandan Paul
    Dell | Technical Support
    Working Days: Monday ‒ FridayWorking hours:11:30 AM - 08:30 PM EST10:30 AM - 07:30 PM CST08:30 AM - 05:30 PM PST09:30 AM - 06:30 PM MST

    If the issue is not resolved to your satisfaction, please reply to this email.

    How am I doing? Please contact my manager at ******@Dell.com to provide any feedback.

    --------------- Original Message ---------------
    From: Mary [@comcast.net]
    Sent: 10/5/2021 10:07 PM
    To: technical_    @help.dell.com
    Subject: Re: Dell Support: SR# 1068296820 from Vikas Singh [ ref:_00D0bGaMp._5002R1M7BSM:ref ]

    [EXTERNAL EMAIL] so according to waht you just said it is only one file? just the  dll file for supportassist

    On 10/5/2021 12:21 PM, Dell Tech Support wrote:

     

    Hello Mary,

    Thank you, we received your email, we are sorry to know that we still have issues using Support Assist Hardware scan and one of my supervisor has worked on it yesterday so that we can fix the issue and we found that its an issue with DLL file and tried to run SFC Scan now so that we can fix the Dll error but we were unable to fix the corrupt file. We know that its not an easy task to re-install operating system when you have paid applications. We also wanted to inform you that we have checked with running the Hardware scan from support website and it all went through. CC Cleaner is an application that will help in cleaning temp files and cookies it will not help in fixing corrupt files.

    Thank you for choosing Dell.
    Chandan Paul
    Dell | Technical Support
    Working Days: Monday ‒ FridayWorking hours:11:30 AM - 08:30 PM EST10:30 AM - 07:30 PM CST08:30 AM - 05:30 PM PST09:30 AM - 06:30 PM MST

    If the issue is not resolved to your satisfaction, please reply to this email.

    How am I doing? Please contact my manager at ******@Dell.com to provide any feedback.

    --------------- Original Message ---------------
    From: Mary [@comcast.net]
    Sent: 10/5/2021 9:15 PM
    To: technical_    @help.dell.com
    Subject: Re: Dell Support: SR# 1068296820 from Vikas Singh [ ref:_00D0bGaMp._5002R1M7BSM:ref ]

    [EXTERNAL EMAIL] it  will get to thee point that   i will  not be using  dell support if this continues.   i a not the only one having the problem as  i have sent you   the info.I was told repeatedly that it was the ap and not y computer by    some of your techs, Now  it is  a dll error.  there are others having the problem with the hardware fialure as well  could it possible the ap and  whomever  did it. I refuse to  reinstall the operating system   if  sfc scan.  now did not find any errors and  i ran  2 independent  hardware tests and    they passed. It  seems to me that  when  a tech at  Dell is not or can not find or  fix the problem the answer is  always  reinstall refresh  the operating system  there has to be an app or program  that does   find and fix Dll is. They said   CCcleaner and   glary utilities reg repair but  i   have been told   not to use them. i just ran SFc  scan now again and  it did not find anything

    On 10/5/2021 10:41 AM, Dell Tech Support wrote:

     

    dell_logo17

    Dear Mary,

    Thank you for your email.

    We are extremely sorry to know that we have unresolved concerns with your computer.

    We request you to reply to this e-mail and let us know your availability to arrange a callback and discuss the alternate options.

    Thank you for choosing Dell.

    Vikas Singh
    Dell | Technical Support

    Working Days: Monday ‒ Friday
    11:30 AM - 08:30 PM EST
    10:30 AM - 07:30 PM CST
    08:30 AM - 05:30 PM PST
    09:30 AM - 06:30 PM MST

    If the issue is not resolved to your satisfaction, please reply to this email.
    How am I doing? Please contact my manager at ******@Dell.com to provide any feedback.

    --------------- Original Message ---------------
    From: Mary [@comcast.net]
    Sent: 10/5/2021 7:26 PM
    To: technical_    @help.dell.com
    Subject: Re: Dell Support: SR# 1068296820 from Chandan Paul [ ref:_00D0bGaMp._5002R1M7BSM:ref ]

    [EXTERNAL EMAIL] so apparently    Dell is  done  with me. for  good now. Like  i asked before  you told me repeatedly that  the problem was with  the support assist app not my computer, So how come now the only solution is a reinstall. If it not my computer like you sid  time after time hten why now  is a reinstall needed .  does each  app or program have its own Dll .. if it were  my computer would not  all  dlls be corrupt and you would  see violations on sfc scan now which there were not  any and   why then  when  i run other hardware scans  does it pass. it has to be  the app   and from what  i am seeing   others are also having the problem I am sure they are not  doing or have  done a complete  reinstall. So please  do not tell me it is my computer ok .  thanks for all the help and all the trying

    On 10/4/2021 3:05 PM, Dell Tech Support wrote:

     

    Hello Mary,

    Thank you, we received your email, thank you for sharing the details with us. we have checked with the information that you have shared.

    We have tried the follwing steps so that we can resolve the issue but unfortunatly we were unable to do that as its an issue with one off the DLL file.

    1. Once the services are deleted, check if the following folders remain. If they remain, delete them:
      Folder: "C:\ProgramData\PCDr"
      Folder: "C:\ProgramData\SupportAssist"
      Delete, Rename or drag the DellDataVault folder to the desktop, you will not be able to delete it: "C:\Program Files\Dell\DellDataVault"
    2. Reboot the system and install the Support Assist application.

    Thank you for choosing Dell.
    Chandan Paul
    Dell | Technical Support
    Working Days: Monday ‒ FridayWorking hours:11:30 AM - 08:30 PM EST10:30 AM - 07:30 PM CST08:30 AM - 05:30 PM PST09:30 AM - 06:30 PM MST

    If the issue is not resolved to your satisfaction, please reply to this email.

    How am I doing? Please contact my manager at ******@Dell.com to provide any feedback.

    --------------- Original Message ---------------
    From: Mary [@comcast.net]
    Sent: 10/5/2021 12:14 AM
    To: technical_    @help.dell.com
    Subject: Re: Dell Support: SR# 1068296820 from Chandan Paul [ ref:_00D0bGaMp._5002R1M7BSM:ref ]

    [EXTERNAL EMAIL]

    On 10/4/2021 2:14 PM, Dell Tech Support wrote:

    ![Dell](https://filestore.community.support.microsoft.com/api/images/ext?url=https%3a%2f%2fwww.dell.com%2fcommunity%2fs%2fhtml%2f%4023E973B4446AC353504FF71E11893B0D%2fassets%2fDell_Logo_Wht_rgb.png)

    7

    Last reply by DELL-Cares 09-13-2021 Unsolved

    Irishman02191 2 Bronze

    ‎09-04-2021 07:37 PM

    Exec Command Failure when support assist runs

    Hello all,

    I have a new Ins 3891, when I ran SupportAssist I get the following result for the hardware scan, any suggestions? Please advise

    Hardware Scan Result (Manual) - Default scan - Exec Command Failed - September 4, 2021 9:19:12 PM

    • Memory - Exec Command Failed
    • CPU - Exec Command Failed
    • Hard Drive - Exec Command Failed
    • DVD-RW Drive - Exec Command Failed
    • Video Card - Exec Command Failed
    • Network Card - Exec Command Failed
    • PCI Bridge - Exec Command Failed
    • PCI Bus - Exec Command Failed
    • Sound Card - Exec Command Failed
    • HID - Exec Command Failed
    • USB Composite - Exec Command Failed
    • Bluetooth Device - Exec Command Failed

    2 people had this problem.

    marytheknees 2 Bronze

    ‎10-04-2021 11:39 AM i too have this  problem and dell has  said they have tried everything. Now they say it is a 501  error and that  they need to reinstall the operating system. I get the  above failures everytime  i run it. Have tested the hard ware  a on a different test all good.  the test is real fast does not take  time to  do it I hve the latest versio of support asist

    XPS_Man 4 Germanium

    ‎09-05-2021 01:39 AM

    Obviously all those can not fail together, just a fluke and nothing is wrong with the hardware

    Release Static charge and run the test again : disconnect charger while powered on and hold the power button down for 30 seconds, keep holding it even after it powers off. Run the test again, 

    else reinstall support. 

    Mary G 7 Thorium

    ‎09-06-2021 10:51 AM Don't run Support Assist on a brand new computer. Ignore that message.

    Irishman02191 2 Bronze In response to Mary G

    ‎09-10-2021 06:42 AM No problem

    Moderator DELL-Cares Moderator In response to Irishman02191

    ‎09-13-2021 08:02 PM

    1. Once the services are deleted, check if the following folders remain. If they remain, delete them:
      Folder: "C:\ProgramData\PCDr"
      Folder: "C:\ProgramData\SupportAssist"
      Delete, Rename or drag the DellDataVault folder to the desktop, you will not be able to delete it: "C:\Program Files\Dell\DellDataVault"
    2. Reboot the system and install the Support Assist application. Social Media Support
      #IWork4Dell

    Virtual Support Agent [nohold.net]Dell computers tested for upgrade to Windows 11Windows 11 FAQ

    marytheknees

    Top Contributor

    RoHe Kudos (2168)

    Dell Support Resources

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  5. Anonymous
    2021-10-05T01:16:13+00:00

    Hello, how are you?

    My name is Paloma B., I am very happy to be able to try to help you in the best possible way.

    I understand you had problems using the using Dell.

    Unfortunately the manufacturer would be the best to advise on the real problems of this program.

    In this case, before you really follow what they guided, which is the clean installation of Windows, I suggest you to try a complete uninstall, maybe if it is any dll or registry problem, fix it.

    For that I suggest you use the third-party tool called Revo Uninstaller, this tool is free and works very well for complete removal of files and records.

    First go to the site below to download it

    https://www.revouninstaller.com/start-freeware-...

    After that, run it as soon as the program list loads, look for the Dell Support Assist, click on it, and select Uninstaller from the top menu.

    Once the uninstall is complete, follow the screens and remove all files and records related to this issue.

    After that, restart the computer and try to install it again so that the dlls are registered again.

    I await news.

    If these procedures helped you in any way, please click on "I solved my problem" and also mark as an answer, so you can help others users.

    We will always be available for whatever you need!

    Note: This is a non-Microsoft website. The page appears to be providing accurate, safe information. Watch out for ads on the site that may advertise products frequently classified as a PUP (Potentially Unwanted Products). Thoroughly research any product advertised on the site before you decide to download and install it.

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