Hi deathnet,
Thanks for the update!
I recommend trying these troubleshooting steps to help resolve the issue.
- Try a Different Browser:
- If the IDSA scan isn't working in your current browser, copy the scan URL and paste it into a different browser. This can help determine if the issue is browser-specific.
- Refresh Results:
- On the IDSA scan page, use the "Refresh Results" option located in the left-hand menu. This can help update the scan results and potentially resolve any temporary glitches.
- Clear Browser Cache:
- Press Shift + F5 to clear your browser cache. Cached data can sometimes interfere with the functionality of web applications, so clearing it might resolve the issue. After clearing the cache, try rescanning IDSA.
- Check IDSA Services:
- Open Windows Search and type "Services." Scroll to find Intel(R) Driver & Support Assistant. Ensure both the Intel® DSA Service and Intel® DSA Updater service show a status of "Running." If either service is not running, right-click and select "Start" to activate it. These services are essential for IDSA to function correctly.
- Check Windows Updates:
- Navigate to Windows -> Settings -> Updates -> Security to see if any updates are pending. Keeping your system updated can resolve compatibility issues and improve overall performance.
- Restart the System:
- If your system hasn't been restarted recently, check the uptime in Task Manager (Performance -> CPU tab -> Up Time) to see how long it has been running. Restarting your system can clear temporary files and refresh system processes, potentially resolving the issue.
Unsuccessful Troubleshooting/Next Steps:
If the above steps do not resolve the issue, I need to collect your IDSA files for further analysis. I will be sending an email so you can attach it privately.
- IDSA Files Location:
- The files are located at C:\ProgramData\Intel\DSA. Please zip and send all three folders (Data, Downloads, Logs) as they contain important information for troubleshooting. If no folders are available there, check the second location by pasting %SystemRoot%\Temp\Intel\DSA in File Explorer. This location might contain the necessary files if they aren't in the primary directory.
- Hidden Folders:
- The ProgramData folder might be hidden. To show hidden files:
- Windows 7: In File Manager, choose “Organize,” “Folder & Search Options,” click the View tab, and select "Show hidden files, folders, and drives."
- Windows 8, 10, & 11: In File Explorer, choose the View tab and check the box for “Hidden items.” This will ensure you can access all necessary folders.
- Screenshots:
- If there are no IDSA files available, please send screenshots of any errors you encounter. These visuals can provide valuable context for our developers to understand the issue.
Last Resort Steps:
- Uninstall and Reinstall IDSA:
- If the issue persists, uninstall IDSA using Control Panel or Windows Start, then reinstall it from the IDSA detect landing page. This process can resolve installation-related issues.
- Error Logs:
- If the problem continues, send screenshots of the error and the last DSAUninstaller.log. You can find this log by searching for DSAUninstaller.log in File Explorer and sending the most recent log. This log contains detailed information about the uninstallation process and any errors encountered.
- Specific Errors:
- Errors mentioning "sur," "queencreek," or "sursvc_qh.msi" relate to the Intel Computing Improvement Program (ICIP). If uninstalling and reinstalling IDSA doesn't work and you receive errors mentioning these files, send screenshots and the last DSAUninstaller.log for further investigation. These errors may require specialized attention from our developers.
If you have any questions, please let us know. Thank you.
Best regards,
Patrick V.
Intel Customer Support Technician
