TOTAL fails to open after Dell SupportAssist removes important system files
This document explains how to temporarily correct an issue where TOTAL doesn't open after Dell SupportAssist removes important system files from your computer.
Document 9027 | Last updated: 09/30/2020 MJY
In rare instances, TOTAL fails to open because security software has scanned important system files, incorrectly detected them as a threat, and quarantined or removed the files from the computer. We've heard from some of our customers that Dell™ SupportAssist recently began to remove some of these system files and that TOTAL won't open on their computer.
Unfortunately, because the issue is caused by SupportAssist, the only permanent fix is to work with Dell to configure the security software and/or for Dell to release a fix in the form of an update to SupportAssist. Click here for instructions and a complete list of file paths you need to provide to Dell to configure SupportAssist to exclude or "whitelist" a la mode system files.
In the meantime, our Tech Support department has found a temporary fix for the problem. Follow the instructions below to implement the fix:
Keep in mind that this only corrects the issue temporarily. As mentioned above, because the issue is caused by SupportAssist, the only permanent fix can come from Dell. If you begin to experience the same issue when opening TOTAL after applying the fix, you must repeat the steps below to apply the fix again until Dell offers a permanent solution.
- Press Windows Key + R on your keyboard to open a Run prompt.
- In the Open: field, type (or copy and paste) %wt6% and click OK.
- Double‑click the bin folder to verify whether or not it contains any files:
- If the bin folder only contains a folder called CEF_Dependencies, and all other files are missing, proceed to step 4 to download the temporary fix.
- If your bin folder contains the CEF_Dependencies folder along with additional files, you're encountering a different issue. Contact our support department at 800‑252‑6633 to troubleshoot your issue further, or click here for instructions on submitting a support request.
- Once you've determined that your bin folder is missing all of its files, click here to download the temporary fix.
- Choose the option to Run the Updates.exe file. Or, click Save, and when it finishes downloading, double‑click the file from the location in which it was saved to run it.
If you're prompted by Windows User Account Control (UAC) about allowing the program to make changes to your computer, just click Yes on the prompt.
- When the Tech Support Assistant appears, click Fix next to Verifying TOTAL files.
- In the new window that appears, click Replace All on the lower right.
That's it! Once the files are replaced, TOTAL has the system files it needs to open correctly. Again, keep in mind that this only a temporary solution. If you begin to experience the same issue when opening TOTAL after applying the fix, you must repeat the steps above to apply the fix again until a permanent solution becomes available from Dell.
