Symptoms
Some computers are shipping with an older version of the Dell Help & Support application. When the application is launched, a message stating the application "failed to connect to the service" is observed and the application stops. Reinstalling or updating the application does not resolve the issue.
Cause
An older version of this application can cause this issue.
Resolution
The Dell Help & Support application must be completely removed and the latest version reinstalled to resolve this issue.Procedure:
Uninstall the Dell Help & Support application. For more information, see Dell KB article 140083: How Do I Remove or Uninstall a Program in Windows?Press and hold the Windows () key, and then press the e key.In the address bar at the top, type, C:\ProgramData\Dell\Dell Help & Support, and then press the enter key.Delete all the files and subfolders in the folder.Reboot the computer.Reinstall the latest version of the Dell Help & Support application (the Dell Help & Support application is in the Application category). For more information, see Dell KB article 123347: Drivers and Downloads FAQs.After installing, wait 5 minutes before attempting to launch the application.
The application should now function correctly.
