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Intel Driver and Support Assistant identifies updates, but no longer installs

JamieRI
Novice
804 Views

After perhaps a Windows update, DSA now immediately fails to install files (see screenshot). 

The failure happens within a second of clicking the "INSTALL ALL" button. 

from C:\ProgramData\Intel\DSA\Logs\Local, in ServiceHelper20201122.log, I find: 

11/22/2020 20:15:57 -05:00 41596:1 Information DSAServiceHelper.Program Main () Started C:\Program Files (x86)\Intel\Driver and Support Assistant\DSAServiceHelper.exe (version 20.10.42.5) with arguments: install 29919 { }
11/22/2020 20:15:57 -05:00 41596:1 Information DSAServiceHelper.Program Main () Install: Process id is 41596 { }
11/22/2020 20:15:57 -05:00 41596:1 Information DSAServiceHelper.Program Main () Install: not running as admin { }
11/22/2020 20:15:58 -05:00 41596:1 Information DSAServiceHelper.Program RestartAsAdmin () 10996 DSAUpdateService { }
11/22/2020 20:15:58 -05:00 41596:1 Information DSAServiceHelper.Program RestartAsAdmin () 9704 DSATray { }
11/22/2020 20:15:58 -05:00 41596:1 Information DSAServiceHelper.Program RestartAsAdmin () 5948 DSAService { }
11/22/2020 20:15:58 -05:00 41596:1 Information DSAServiceHelper.Program RestartAsAdmin () 41596 DSAServiceHelper { }
11/22/2020 20:15:58 -05:00 41596:1 Error DSAServiceHelper.Program Main () Install: Failed for 29919 (41596):: System.Exception: Failed to restart process (C:\WINDOWS\system32, file:///C:/Program Files (x86)/Intel/Driver and Support Assistant/DSAServiceHelper.exe, install 29919)|| at DSAServiceHelper.Program.RestartAsAdmin(String cmdLine)|| at DSAServiceHelper.Program.Main(String[] args) { }
11/22/2020 20:15:58 -05:00 41596:1 Information DSAServiceHelper.Program Main () Exiting with exit code -1 { }

which seems like a problem with "RestartAsAdmin".  I recently changed my Windows account type from Administrator to Standard, but I don't know if this new symptom is correlated with my change. 

Assuming that my change to Standard Account type is the cause, is there a way to enable DSA to run as admin during the update operation?

0 Kudos
9 Replies
Sebastian_M_Intel
Moderator
773 Views

Hello JamieRI, 

 

Thank you for posting on the Intel® communities.   

 

Please try the following recommendations:  

 

1. Make sure that you are using the validated browsers: This application is supported on Microsoft Windows 7, Windows 8, Windows 8.1, and Windows 10 using Chrome, Firefox, or Edge* (version 44.17763/18.17763 or newer browsers.)  

 

2. Uninstall the  existing Intel® Driver & Support Assistant (Intel® DSA) from Apps and Features: 

  • Click Start
  • Open Control Panel
  • Select Programs
  • Select Programs and Features
  • From the list that displays, click Intel® Driver & Support Assistant
  • Click Uninstall
  • A new window opens that offers to uninstall the program. 

 

3. Remove any remaining files from the Intel® DSA in the system using the Uninstaller tool

4. Download and reinstall the latest Intel® DSA version, run the installer as administrator (right-click on the icon and choose Run as Administrator). 

 

If the above does not work, please provide the following information: 

 

1. Run the Intel® System Support Utility (Intel® SSU) and attach the report generated:  

  • Open the application, check the "Everything" box, and 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".   
  • To save your scan, click on "Next", then "Save".   
  • Use the option under the reply window to attach the report to the thread (Drag and drop here or browse files to attach).  

 

2. Provide the Intel® DSA logs:  

 

Note: In case you do not see the "ProgramData" folder click on the upper tab "View" and check the box "Hidden items".  

 

3. Also, the logs for the Intel® DSA Uninstaller tool: 

  • Use the Uninstaller tool again to uninstall the remaining files for the Intel® DSA. 
  • Press Windows key + E (File explorer Windows will be opened with this key combination).  
  • Click on "This PC."  
  • Look for: Disk C:\, on the search bar, type: "DSAUninstaller.log". 
  • Take the logs, copy and paste them into a folder and send it to us. 

 

Regards, 

 

Sebastian M  

Intel Customer Support Technician  


Links to third-party sites and references to third-party trademarks are provided for convenience and illustrative purposes only. Unless explicitly stated, Intel® is not responsible for the contents of such links, and no third-party endorsement of Intel or any of its products is implied. 


Gutchavo
Novice
626 Views

I have the same problem. I tried and followed all recommendations. I'm using Chrome and Edge, both are up to date.

Sebastian_M_Intel
Moderator
751 Views

Hello JamieRI,  

 

Were you able to check the previous post and get the information requested? Please let me know if you need more assistance.   

 

Regards,  

  

Sebastian M  

Intel Customer Support Technician  


JamieRI
Novice
736 Views

Thank you for following up Sebastian. 

No Joy yet...

I did the following last night (except #2): 

  1. Confirmed Chrome Version 87.0.4280.66 (Official Build) (64-bit)
  2. (after zipping log files this morning) Tried Firefox and Edge, same symptoms. 
  3. Used Windows control panel and uninstalled two instances of DSA (?) with no errors. 
  4. Downloaded and ran your linked DSA Uninstaller tool as Administrator
  5. Downloaded DSA from your link and installed it as Administrator, with no errors.
  6. From the DSA tray, selected "check for new drivers" which opened up a Chrome tab, scanned, said I had two drivers to install. I clicked "install all", and it serially showed "Downloading" for each one, then "Installing" followed again by very brief "Install Failed" for each on the web page (see screenshot in my MS posting  here: answers.microsoft.com thread)
  7. Ran SSU scan, and zipped logs for you. (I didn't again run the Uninstaller tool, but attached last night's log files)

Thank you for your help!  

I am sufficiently skilled at working under the hood of Windows (background in C and assembly coding), so I can do further diagnostics or experiments at that level. 

Jamie 

Sebastian_M_Intel
Moderator
720 Views

Hello JamieRI,  

 

Thanks for the update. 

 

Please let me review this information internally. Once we have an update for this issue we will post it on this thread. 


Kindly wait for a response.

 

Regards,  

  

Sebastian M  

Intel Customer Support Technician   


Sebastian_M_Intel
Moderator
684 Views

Hello JamieRI,   

  

Thank you for patiently waiting. 

 

Our development team checked this behavior internally and they were unable to replicate this issue using a standard Windows 10 user, so this seems not to be the problem. 

 

The error message indicates a long-standing issue of unknown cause where ServiceHelper cannot be restarted but there is no error information from the API to explain why it cannot be restarted. Meaning that the Intel® DSA team has not a fix as they could not find the root cause of the issue. 

 

I will highly recommend you to: 

 

  • Continue to work with Microsoft* to see if there is a fix at the OS level. 
  • You may want to contact the system manufacturer (OEM) and check for a software that can scan your system and install the drivers required and customized version for your specific PC. 
  • On the other hand, you can try an OS reinstallation even from scratch to rule out an OS issue. 


Regards,   

 

Sebastian M   

Intel Customer Support Technician   


Sebastian_M_Intel
Moderator
659 Views

Hello JamieRI,  

 

Were you able to check the previous post and follow our recommendations? Please let me know if you need more assistance.   

 

Regards,  

  

Sebastian M  

Intel Customer Support Technician 


Sebastian_M_Intel
Moderator
639 Views

Hello JamieRI,  

  

We have not heard back from you, so we will close this inquiry. If you need further assistance or if you have additional questions, please create a new thread and we will gladly assist you.  

 

Regards,  

  

Sebastian M  

Intel Customer Support Technician  


JamieRI
Novice
396 Views

I have tried an experiment. I notice that ServiceHelperxxxxx.log contains this today:

05/15/2021 16:26:05 -04:00 4528:1 Information DSAServiceHelper.Program Main () Started C:\Program Files (x86)\Intel\Driver and Support Assistant\DSAServiceHelper.exe (version 21.2.13.9) with arguments: install 30279 { }
05/15/2021 16:26:05 -04:00 4528:1 Information DSAServiceHelper.Program Main () Install: Process id is 4528 { }
05/15/2021 16:26:05 -04:00 4528:1 Information DSAServiceHelper.Program Main () Install: not running as admin { }
05/15/2021 16:26:06 -04:00 4528:1 Information DSAServiceHelper.Program RestartAsAdmin () 4528 DSAServiceHelper { }
05/15/2021 16:26:06 -04:00 4528:1 Information DSAServiceHelper.Program RestartAsAdmin () 16108 DSATray { }
05/15/2021 16:26:06 -04:00 4528:1 Information DSAServiceHelper.Program RestartAsAdmin () 4692 DSAService { }
05/15/2021 16:26:06 -04:00 4528:1 Information DSAServiceHelper.Program RestartAsAdmin () 996 DSAUpdateService { }
05/15/2021 16:26:06 -04:00 4528:1 Error DSAServiceHelper.Program Main () Install: Failed for 30279 (4528):: System.Exception: Failed to restart process (C:\WINDOWS\system32, file:///C:/Program Files (x86)/Intel/Driver and Support Assistant/DSAServiceHelper.exe, install 30279)|| at DSAServiceHelper.Program.RestartAsAdmin(String cmdLine)|| at DSAServiceHelper.Program.Main(String[] args) { }
05/15/2021 16:26:06 -04:00 4528:1 Information DSAServiceHelper.Program Main () Exiting with exit code -1 { }

 

Assuming "Install: not running as admin { }" was a problem... I tried running this a command prompt: "C:\Program Files (x86)\Intel\Driver and Support Assistant\DSAServiceHelper.exe install 30279" and the installation proceeded without error. It seems the updater is unable to start DSAServiceHelper.exe as administrator?

 

I checked the three executables installed and only one out of three have "run as administrator". See screenshots for all three (name is in the header).

 

JamieRI_1-1621111335811.pngJamieRI_2-1621111366298.png

JamieRI_3-1621111414549.png

So, I changed all three to load as administrator (for all accounts), and have rebooted. During reboot, I now have to accept a dialog to have the one of these (perhaps DSATray.exe) run as administrator. (That will be an annoying start-up task if it is truly the fix.)

Since I no longer have an Intel update to install, I cannnot verify if this change fixed the issue. Is there a preferred way to uninstall the latest WiFi update so it will need to be re-installed again?

 

Jamie

 

 

 

 

 

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