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nithyavpm_acf391
1 Rookie
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2 Posts
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1085
August 26th, 2023 16:08
Precision 5540 - SupportAssist - Unexpected error occurred
All of a sudden Dell SupportAssist stopped working. It giving Unexpected error during driver scan. Looks both my personal and office laptops are showing the same error.
OS : Windows 11 Pro
SupportAssist Version : 3.14
Tried all these
- Reinstalled app - no help
- .NET frameworks installed
- Removed C:\ProgramData\Dell respective folders for SupportAssist after uninstall.
- Both SupportAssist services are running fine.
Log - C:\ProgramData\Dell\SupportAssist\Agent\logs\Application\SupportAssistAgent.log show the below error. It looks weird, looks like Dell client issue. Who can help here ?
"Type": "SAConsumer",
"Exception": {
"Code": "INVENTORY_COLLECTION_FAILED",
"Message": "Scan failed!",
"Recovery": false,
"Type": "Dell.SupportAssist.Client.Plugin.Esupport.Helper.ResponseMethods+ScanFailureException"
},
"OSName": null,
"OSVersion": null
(edited)
I have the same problem with an XPS 8930 and an XPS 8940. Additionally if I attempt to run the Dell Update app, I receive an error message of "Unable to Retrieve System Inventory Information." Event viewer shows "Faulting application name: invcol.exe, version: 10.7.2.2, time stamp: 0x64d348a4."
Robert Houston
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17 Posts
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Posted August 28th, 2023 01:29
Same problem with my XPS 8950 with Windows 11. I recall there was an update to Dell Update about a week ago.
adamcb_089aca
2 Posts
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Posted August 28th, 2023 15:08
I am having the same problem(s) on my Alienware R15 - both SupportAssist (unexpected error occured) and Alienware Update (unable to retrieve system inventory information) stopped working last week (~ 8/24/23).
I've tried deleting and reinstalling SupportAssist (using the Microsoft Troubleshooter full uninstall) to no avail).
For me the resolution to this problem, which I dealt with just this morning, was a BIOS update. A manual check for a BIOS update on Dell Support's Drivers & Downloads page revealed that the current BIOS, version 1.14, which was released just earlier this month, was different from the version 1.13 that I was actually running. A BIOS update followed by an uninstall/reboot/reinstall of both the Dell Update application and Support Assist fixed everything.
Good luck
(edited)
adamcb_089aca
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Posted August 28th, 2023 20:30
Jack K & Not Two,
That worked for me! SupportAssist (or the AW Update app) had updated my BIOS to 1.15 last week or so, and that’s when I started having the problems.
I manually updated the BIOS just now and the problem has gone away. Thank you!
Adam
@Not Two and @Jack K. and @adamcb_089aca
Thank you for your posts. I was running into issues with Dell SupportAssist on a Dell Inspiron 3670 tower with Windows 11 (had upgraded from Windows 10 a couple years ago) getting stuck / stalling out on various parts of the scans and occasionally the dreaded "unexpected error". I keep all my drivers, BIOS, applications, and OS diligently updated, so I never suspected that it could be a BIOS issue. After several uninstall / reinstall attempts didn't help, I found this thread. Even though my BIOS was absolutely current, simply re-installing the BIOS update for the same exact / current version seems to have resolved the issues.
nithyavpm_acf391
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Posted September 2nd, 2023 04:03
Here is the solution to the issue, found this when I installed another software, and SupportAssist / Command Update started working.
Install these, and you should be good to go.
(edited)