IDSA error

DanielELee — Thu, 29 Apr 2021 09:26:52 GMT

IDSA error saying something went wrong. any help?

Re: IDSA error

AlHill — Thu, 29 Apr 2021 09:33:31 GMT

Not with that lack of information.

So the Intel support engineers can have more information about your system, Download, run, and save the results of this utility as a text file:
https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

Then ATTACH the text file using the instructions under the reply window ( Drag and drop here or browse files to attach ).

Doc (not an Intel employee or contractor)

Re: IDSA error

AlHill — Thu, 29 Apr 2021 09:34:58 GMT

Sorry, I did not see your attachment. The Intel support engineers will respond shortly.

Doc (not an Intel employee or contractor)

Re: IDSA error

AndrewG_Intel — Fri, 30 Apr 2021 15:37:16 GMT

Hello @DanielELee

Thank you for posting on the Intel® communities.

We understand that when running the Intel® Driver & Support Assistant (Intel® DSA), there is an error message saying "Sorry, something went wrong while trying to scan".

In case you haven't try yet, we recommend going through the following steps:

Ensure you are using a supported browser (Chrome*, Firefox* or Edge*).
Clear your browser cache.
Click “Refresh Results” on the menu on the left-hand side of the Intel DSA scan page.
If the system is powered on and running 24/7, try to reboot it.
Try uninstalling (the normal way through Windows* Add/Remove programs) and then reinstalling Intel® DSA latest version Version: 21.2.13.9.
Please also check the Frequently asked questions about the Intel® Driver & Support Assistant for additional information and suggestions.

You may also try to completely uninstall using the special Intel® Driver & Support Assistant Uninstaller which removes all files related to Intel DSA and then do a fresh install of the latest version again.

If the issue persists, please provide the following information to check this further:

1- Based on the report attached, we noticed references to two different versions of Windows: "Windows 10 Home 19042.964" and "Windows* 10 Pro Insider Preview (10.0.19041)". Are you part of the Windows® Insider™ Program? What is the correct Windows® version you are using?

2- What browser are you using and version number or build number:

3- Do you have any browser plug-ins (ad blocking or script blocking)?

4- Are you a home user? If yes, what is the brand and model of the router?

5- Do you have security or anti-virus software installed, if yes, please provide details.

6- Are you on a company network?

7- Please attach all the Intel® DSA files zipped from the following 2 folders (not just .log files but all the files in the folder):

C:\ProgramData\Intel\DSA\Logs
C:\ProgramData\Intel\DSA\Data

NOTE: the ProgramData folder may be hidden by default so you may need to un-hide it to view the Intel® DSA log files. Instructions to un-hide are: > Windows File Explorer > View > Show/Hide: check the box for "Hidden Items".

8- Please run the Intel® System Support Utility (Intel® SSU) and attach the report to this thread to gather more details about your system.

Download the Intel® SSU and save the application on your computer
Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".
To save your scan, click Next and click Save.
To upload and attach a file, use the "Drag and drop here or browse files to attach" option below the response textbox.

Note:

Please note the common reasons why the Intel® Driver & Support Assistant isn't finding your hardware

You have an older component.
Your component is discontinued or isn't supported.
You have a component not produced by Intel.
You have a customized graphics driver pre-installed by the computer manufacturer.
The component isn't in our database.

Best regards,

Andrew G.

Intel Customer Support Technician

Re:IDSA error

AndrewG_Intel — Wed, 05 May 2021 21:46:52 GMT

Hello DanielELee

We are checking this thread and we would like to know if you need further assistance. Please do not hesitate to contact us back if you have additional inquiries.

Best regards,

Andrew G.

Intel Customer Support Technician

Re:IDSA error

AndrewG_Intel — Mon, 10 May 2021 15:55:09 GMT

Hello DanielELee

We have not heard back from you so we will proceed to close this thread now. If you need any additional information, please submit a new question as this thread will no longer be monitored.

Best regards,

Andrew G.

Intel Customer Support Technician

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