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'Sorry, something went wrong while trying to scan' Issue

Anonymous
Not applicable
3,308 Views

Hey, I'm getting this error message when I try searching for new drivers, can anyone help me out? Thanks. 

0 Kudos
15 Replies
LeonWaksman
Super User
3,305 Views
  1. Uninstall the currently installed Intel DSA using Intel Driver & Support Assistant Uninstaller.
  2. Install the latest Intel Driver & Support Assistant 
  3. Run again the Intel DSA.

Leon

Anonymous
Not applicable
3,299 Views

Hi, I did that and it still doesn't work. Thanks for responding though. 

n_scott_pearson
Super User Retired Employee
3,289 Views

Please do the following:

  1. From Task Manager, end the tasks named DSAService and DSAUpdateService.
  2. Place copies of all files in folder C:\ProgramData\Intel\DSA into a ZIP file.
  3. Attach this ZIP file to a response post.

Also, answer these questions in this response post:

  1. What Browser version?
  2. What Firewall installed (Windows or 3rd-party)?
  3. What Malware software installed (Windows or 3rd-party)?

...S

Anonymous
Not applicable
3,286 Views

1. Version 83.0.4103.116 (Google Chrome)

2. Windows.

3. Windows. 

 

 

n_scott_pearson
Super User Retired Employee
3,282 Views

Great. I will forward to the DSA team for analysis.

...S

Anonymous
Not applicable
3,280 Views
Monique_Intel
Moderator
3,180 Views

Hi @Anonymous   This is Monique with Intel and I'm the IDSA product manager. I have seen this issue reported from another customer and they said by upgrading to Windows 10 - Version 2004, OS Build 19041.330 resolved their problem. Can you confirm your OS build version is v2004?


If you are not on v2004, you may try upgrading to see if that allows IDSA scan to work. If you are already on v2004, then I do have your IDSA log files already and we can continue to investigate.

Thank you,
Monique with Intel Corporation

ppnff
Beginner
3,244 Views

Dear Sir,

I have the same issue.  The DSA worked fine about a week ago and now no longer works.  I've tried to install and uninstall multiple times including working through the FAQ.  No luck.

I have an Intel Whitebook LAPQC71A - the notebook is less than 2 weeks old.

1. Chrome Version 83.0.4103.116 (Official Build) (64-bit)

2. Windows

3. Windows

Could you please help me?  Thank you.

- Alex

 

 

AlHill
Super User
3,225 Views

What did you do, or download, or install, or change just before it stopped working?

 

So we can have more information about your system, Download, run, and save the results of this utility as a text file:
https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility

Then ATTACH the text file using the instructions under the reply window ( Drag and drop here or browse files to attach ).

Doc

 

ppnff
Beginner
3,216 Views

Thank you for your response.

Since this was a new notebook, I installed iTunes, Steam, Origin, and Epic.  

No sure which one cause the problem.  During one of my uninstall, reboot, install, etc., the DSA worked, but since then, zero success.  

I am at work and when I am home, I will run the program.  Again, thank you.

ppnff
Beginner
3,202 Views

Here is the system information.  Thank you.

Monique_Intel
Moderator
3,182 Views

Hi @ppnff  This is Monique with Intel and I'm the IDSA product manager. This is a known issue with IDSA scanning on an Intel Whitebook.  Our team is implementing the fixes to the IDSA detection and the fix will be in our next release build coming out by the end of July.


Thank you for your patience and sorry for the inconvenience.
Monique with Intel Corporation

ppnff
Beginner
3,056 Views

Hi @Monique_Intel , has the new Intel DSA been released for Intel's Whitebook?  Thank you.

Monique_Intel
Moderator
3,002 Views

@ppnff  

A new version of IDSA was released on July 28 (20.8.30.5), have you tried it yet to see if it's working correctly on your Whitebook?


However, we are still working to fix a specific IDSA error message being shown on some Whitebooks, so if it's still not working correctly on your system, we ask your patience as we continue to troubleshoot this.

Thanks for your patience,
Monique with Intel Corporation

ppnff
Beginner
2,964 Views

@Monique_C_Intel

Thank you for letting me know about the updated version.  All fixed.  Thank you!

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