Intel® Driver & Support Assistant - Sorry, something went wrong while trying to scan.

[Andushii]

Hi everyone,

I’m getting the “Sorry, something went wrong while trying to scan” error in Intel Driver & Support Assistant. I already removed it using the DSA uninstaller tool and reinstalled the latest version, but the scan still fails. Any ideas on what else to try?

[KentRusselP_Intel]

Hi Andushii,

Thank you for reaching out to the Intel Community Forum. I appreciate your message and want to assure you that I’m here to assist you with your concern. To better understand the issue and provide accurate support, could you please share the following details:

• Have you tried restarting your system?
• Can you check if both the Intel® DSA Service and Intel® DSA Updater service are running?
  • To do this, type Services in the Windows* search bar, locate Intel® Driver & Support Assistant, and confirm the status is Running.
  • If the service is not running, please start it by right-clicking and selecting Start.
  • If it is running, try restarting both services by right-clicking and selecting Restart.
• Have you checked for any pending Windows updates?
• Which browser are you using with Intel DSA?
• Have you tried clearing your browser cache and restarting the browser?
• Have you tried using a different browser?
• Do you have any plugins or extensions installed in your browser? If so, have you tried disabling them?
• Do you have any antivirus or security software installed on your system? Have you tried temporarily disabling them?
• Are you running DSA as an administrator?
• Are you behind a corporate firewall or using a VPN?
• Did you download the latest DSA version directly from Intel's website?

Additionally, to help us better understand your system configuration and provide accurate support, we kindly request that you share the Intel® System Support Utility (SSU) logs from your device. These logs contain important details about your hardware and software environment, which are crucial for troubleshooting.

Please follow these steps:

1. Download and run the Intel® SSU application.
2. The tool will generate a text file containing your system information.
3. Refer to this guide for detailed instructions: Help Guide for the Intel® System Support Utility
4. Once completed, please attach the generated file to your response.

If you have any additional questions or need further assistance, please don’t hesitate to contact us.

Best regards,

Kent Russel P.

Intel Customer Support Technician

[Andushii]

Hi Kent,

Thank you for getting back to me. I've literally tried every method, none of which worked.

I've attached the SSO logs from my device for more details.

All the best,
Andi

[KentRusselP_Intel · Accepted solution]

Hi Andushii,

I hope you are doing well and thanks for getting back! Please try the following recommendation:

1. Go to Browser Settings (Chrome)
2. Click on Privacy and Security
3. Navigate to Site Settings
4. Scroll down to Permissions
5. Select Additional Permissions
6. Scroll to the last option, Local Network Access
7. Add intel.com under Customized Behaviors
8. Once the domain is added under “Customized Behaviors,” click on the three dots next to it and select “Allow.”

If you have any questions or need further clarification, please don’t hesitate to reach out.

Best Regards,

Kent Russel P.

Intel Customer Support Technician

[Andushii]

Hi Kent,

Thank you for the swift reply, this worked!

Thank you so much, I really appreciate it.

Happy holidays,
Andi

[KentRusselP_Intel]

Hi Andushii,

You're very welcome! I'm glad to hear that the solution worked for you. Thank you for your kind words—I truly appreciate it.

Wishing you happy holidays as well! I will proceed to close this inquiry. Should you require further assistance or have additional questions, please feel free to submit a new request. Kindly note that this thread will no longer be monitored once closed.

Best regards,

Kent Russel P.

Intel Customer Support Technician