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Intel Driver and Support Assistant (DSA) scans are failing with the message: Sorry, something went wrong while trying to scan.

BDiSe
Beginner
794 Views

Intel Driver and Support Assistant scans are failing since DSA was upgraded to version 20.2.9.6. Was working fine before then. Have tried all resolutions mentioned in similar support cases but scans still fail.  

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12 Replies
LeonWaksman
Super User
495 Views
  1. What is the version of Windows you have on this Compute Stick?
  2. Can you describe specifically what solution have you tried ?

 

Leon

 

n_scott_pearson
Super User Retired Employee
495 Views

Have you, for example, tried clearing the cache on your browser?

BDiSe
Beginner
495 Views

I'm running Windows 10 Home edition. I've tried several different browsers: Chrome, Firefox, Edge, Opera. Also disabled Add-ons and cleared the browser cache in all cases. I've uninstalled DSA using Windows Apps and Features and also the Intel uninstaller, and then reinstalled DSA. Nothing has worked thus far.

LeonWaksman
Super User
495 Views

What is your Windows version ? Please check in Windows Settings > System > About

 

 

Leon

 

n_scott_pearson
Super User Retired Employee
495 Views

Are you, for example, running 1909?

BDiSe
Beginner
495 Views

Sorry. Yes, it's Windows version 1909. Thanks

Alberto_R_Intel
Moderator
495 Views

BDiSe, Thank you for posting in the Intel® Communities Support.

 

Please try the following steps and let us know if the issue persists:

 

Run the Intel® Driver & Support Assistant Uninstaller Version: 20.1.5.6:

https://downloadcenter.intel.com/download/29376/Intel-Driver-Support-Assistant-Uninstaller

 

Restart and run the latest Intel® Driver & Support Assistant tool version 20.2.9.6:

https://downloadcenter.intel.com/download/28425/Intel-Driver-Support-Assistant?product=128824

 

If the problem persists, please provide us with the following information:

-The latest file from Intel® System Support Utility for Windows*, to attach the report, once you choose "reply" select the "clip" icon on the lower left corner:

https://downloadcenter.intel.com/product/91600/Intel-System-Support-Utility

-The latest Intel® Driver & Support Assistant Uninstaller log file: using File Explorer, search for DSAUninstaller.log

-The latest Intel® Driver & Support Assistant log files: using File Explorer: go to folder = C:\ProgramData\Intel\DSA, and zip the Log files or entire folder.

 

Note: Uncheck Hide System files to see the AppData folder.

Show hidden files

https://support.microsoft.com/en-us/help/14201/windows-show-hidden-files

 

Regards,

Alberto R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

 

BDiSe
Beginner
495 Views

Hello Alberto. All the requested files are in the attached zip file.

 

FYI. My device is not an Intel compute stick. I mistakenly entered my problem ticket in the wrong category.

 

Thank you

Alberto_R_Intel
Moderator
495 Views

Hi BDiSe, You are very welcome, no problem at all, thank you very much for sharing the files.

 

We will do further research on this matter, as soon as I get any updates I will post all the details on this thread.

 

Regards,

Alberto R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

 

Alberto_R_Intel
Moderator
495 Views

Hello BDiSe, I just received an update on this matter.

 

There is a new Intel® Driver and Support Assistant version available for download that is 20.4.17, please test that version and let us know the results:

https://downloadcenter.intel.com/download/28425/Intel-Driver-Support-Assistant?product=128824

 

Any questions, please let me know.

 

Regards,

Albert R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

BDiSe
Beginner
495 Views

Hello Albert R. The error didn't occur when I installed version 20.4.17 of the DSA. The problem appears to be fixed. Thanks.

Alberto_R_Intel
Moderator
495 Views

Hi BDiSe, Thank you very much for sharing those results.

 

Perfect, excellent, it is great to hear that the problem with the Intel® Driver and Support Assistant application got fixed and now the tool is working properly.

 

Any other inquiries, do not hesitate to contact us again.

 

Regards,

Albert R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

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