topic Re: Intel Driver & Support Assistant: check for new drivers error in Mobile and Desktop Processors

Intel Driver & Support Assistant: check for new drivers error

true_12345 — Tue, 31 Oct 2023 15:13:58 GMT

When Intel Driver & Support Assistant checks for new drivers, the webpage brings up the message "Sorry, something went wrong while trying to scan." I ran the repair option from the installation program, which did not solve the problem, and then I uninstalled and reinstalled the program/app, but I still received this message. Does someone know why I am receiving this message? Thank you.

Update 10/31/2023: This seems to only be an issue when using the Brave browser: the scan completes when using the Microsoft Edge browser. Also, the little green circle graphic on the Intel Diver & Support Assistant icon that is in the system tray is present, which was not present a day before.

Re:Intel Driver & Support Assistant: check for new drivers error

Jocelyn_Intel — Tue, 31 Oct 2023 15:21:10 GMT

Hello, @true_12345

Thank you for posting on the Intel® communities.

In order to assist you, what is the Intel product you are trying to update?

Is your system an Intel® NUC? Or is it a laptop/Desktop?

Best regards,

Jocelyn M.

Intel Customer Support Technician.

Re: Intel Driver & Support Assistant: check for new drivers error

AlHill — Tue, 31 Oct 2023 16:12:01 GMT

@true_12345 DSA, in its wisdom, only supports Chrome, Edge, and Firefox. BRAVE is not supported.

Doc (not an Intel employee or contractor)
[Maybe Windows 12 will be better]

Re: Re:Intel Driver & Support Assistant: check for new drivers error

true_12345 — Tue, 31 Oct 2023 16:43:06 GMT

@Jocelyn_Intel :

I am attempting to run the Intel Driver & Support Assistant app to have it check for new drivers. I have it on my laptop, which has an Intel CORE i5 7th Gen processor.

Re: Intel Driver & Support Assistant: check for new drivers error

true_12345 — Tue, 31 Oct 2023 16:46:49 GMT

@AlHill :

DSA worked previously on the Brave web browser; it has only been recently, in the past few days, that it has not worked. I did recently update the Brave web browser to its latest version, so perhaps that caused a problem with DSA using it to check for updates.

Re: Intel Driver & Support Assistant: check for new drivers error

AlHill — Tue, 31 Oct 2023 16:54:51 GMT

@true_12345 I am just the messenger.

Check https://www.intel.com/content/www/us/en/support/articles/000023000/software/software-applications.html under the paragraph "What Web Browsers Does Intel® DSA Support? "

Doc (not an Intel employee or contractor)
[Maybe Windows 12 will be better]

Re: Intel Driver & Support Assistant: check for new drivers error

true_12345 — Tue, 31 Oct 2023 20:07:27 GMT

@AlHill :

Thanks for the link to the article. The Brave update to version 1.59.124 may be what caused the problem.

Re: Intel Driver & Support Assistant: check for new drivers error

Jocelyn_Intel — Tue, 31 Oct 2023 20:42:08 GMT

Hello, @benchi

Thank you for posting on the Intel® communities.

If I may jump into the conversation, these are some steps you can follow to try to fix this issue. However, what Mr. Alhill mentioned is a very important point to consider and is one of the steps. Please make sure you are using supported web browsers when trying to run Intel® DSA as part of the good operation of this tool:

Intel® Driver & Support Assistant (Intel® DSA) Results in “Sorry, Something Went Wrong While Trying to Scan” or Endless Scan

It is worth mentioning that Intel® DSA was designed for Intel systems such as the Intel® NUCs. We always recommend using your System Manufacturer's assistant tools to avoid incompatibility issues.

Best regards,

Jocelyn M.

Intel Customer Support Technician.

Re: Intel Driver & Support Assistant: check for new drivers error

true_12345 — Tue, 31 Oct 2023 21:32:09 GMT

@Jocelyn_Intel :

Thank you for the link to the online article. I went through the possible resolutions by: ensuring both services were running (they were); clearing the cache in the Brave web browser; restarting both services; uninstalling and reinstalling the tool; and, lastly, disabling Brave Shields. When I toggle between enabling and disabling Brave Shields, the DSA scan goes from being dysfunctional to being functional.

Re:Intel Driver & Support Assistant: check for new drivers error

Jocelyn_Intel — Wed, 01 Nov 2023 14:35:39 GMT

Hello, @true_12345

Thank you for your reply.

I am glad that you found a workaround for this issue in Brave, however, as previously mentioned, this is a not supported browser by Intel DSA, so if the issue persists, we recommend you use one of the supported browsers by Intel DSA to ensure its good operation, as it was designed to work with these browsers and cannot guarantee other browsers will work as expected.

If there's is another subject I can help you with, please let me know.

Best regards,

Jocelyn M.

Intel Customer Support Technician.

Re:Intel Driver & Support Assistant: check for new drivers error

Jocelyn_Intel — Mon, 06 Nov 2023 18:39:55 GMT

Hello, @true_12345

I hope you are doing great.

As we have not heard back from you, we will proceed to close this thread now.

If you need any further assistance, please feel free to contact us back and submit a new question as this thread will no longer be monitored.

Best regards,

Jocelyn M.

Intel Customer Support Technician.