topic Re: Driver & support assistant don't work in Graphics

Driver & support assistant don't work

Alex31 — Mon, 01 Nov 2021 17:41:57 GMT

Hi.

My diver & support assistant won't work it says:

"Sorry, something went wrong while trying to scan."

I've been searching for this and many have the similar problems, but I can't find a working solution. I've been trying to reinstall the assistant but that doesn't work either.

Hope there is someone who knows how to solve this,

thank you.

Re:Driver & support assistant don't work

JosueO_Intel — Tue, 02 Nov 2021 16:46:46 GMT

Hello Alex31,

Thank you for posting on the Intel®️ communities. In order to have a better understanding of the issue, please share with us the following information:

Was it working before?
When did the issue start happening?
Were any recent changes made to the system?
Which browser are you using?

Also please download and install the Intel®️ System Support Utility (Intel®️ SSU):

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-

Open the application and select "Everything" click on "Scan" to see the system and device information. By default, Intel®️ SSU will take you to the "Summary View". Click on the menu where it says "Summary" to change to "Detailed View".

Click on "Next", save the report and attach it to your response.

Regards,

Josue O.

Intel Customer Support Technician

Re: Driver & support assistant don't work

Alex31 — Tue, 02 Nov 2021 18:42:54 GMT

Hi and thanks for the reply!

1) It was working before that's why I think it's so wierd.

2) If i remember correctly the error happend when I didn't update my drivers for a while, I had a lot of updates to do. It was during 2021, in the summer I think.

3) I haven't made any changes to my systems except for the updates through windows.

4) I'm using chrome as my browser.

I'm attaching a file here. I can also mention that for example my webcam can't be found. It works sometimes for about a minute before it disappears again. I think I had a driver update to do for my webcam, this was during the summer.

Thanks again, Alexander.

Re:Driver & support assistant don't work

JosueO_Intel — Tue, 02 Nov 2021 19:09:45 GMT

Hello Alex31,

Please try the following steps to try to solve the issue:

Clear the browser cache and close the browser.
Try rescanning Intel® Driver & Support Assistant (Intel® DSA).

In case this doesn't work, try the following:

1. Uninstall the existing Intel® Driver & Support Assistant (Intel® DSA) tool in the system using the Uninstaller tool.

https://www.intel.com/content/www/us/en/download/19333/intel-driver-support-assistant-uninstaller.html?v=t

2. Download and install the latest Intel® DSA version

https://www.intel.com/content/www/us/en/support/detect.html

In case the reinstallation doesn't solve the issue:

Ensure the Intel® DSA Service shows a status of Running.
1. In Windows Search, type Services and scroll to find Intel(R) Driver & Support Assistant.
2. Confirm the Status shows Running; start the service if necessary by right-clicking.
Check to see if any Windows* updates are pending.
Restart the system.

Regards,

Josue O.

Intel Customer Support Technician

Re: Driver & support assistant don't work

Alex31 — Tue, 02 Nov 2021 19:22:19 GMT

Hi, thank you very much it works now!

/Alexander

Re:Driver & support assistant don't work

JosueO_Intel — Tue, 02 Nov 2021 20:53:04 GMT

Hello Alex31,

I am happy to hear that the issue was solved with the steps provided. It was a pleasure assisting you.

Please keep in mind that since the issue was solved, this thread will no longer be monitored by Intel.

Regards,

Josue O.

Intel Customer Support Technician

Re: Driver & support assistant don't work

sidbub — Thu, 09 Dec 2021 21:34:53 GMT

I tried that and it still will not work: I get this:

Sorry, something went wrong while trying to scan.

What to do now after I uninstalled and downloaded the updated app?