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ADuma3
Novice
2,517 Views

Drivers for NUC6i7KYK

I installed Latest Intel Driver & Support Assistant Tool (v.3.0.0.9), it says there are 3 updates but when I start it, it launches Chrome browser and at https://www.intel.com/content/www/us/en/support/intel-driver-support-assistant.html Intel® Driver & Support Assistant page and I get an error message:

[Oops, something went wrong while trying to scan. Please try again, or see our FAQs for help.]

There is no error code, obviously the FAQ section does not contain any clue that might help.

with v2 of this tool, even if it did not detect properly all intel drivers on the system I could install and see driver versions for most of them, with v.3 I can not do anything.

0 Kudos
21 Replies
idata
Community Manager
222 Views

AlexCD: Thank you very much for contacting the Intel® communities. We are sorry to hear about this situation and we apologize for any inconvenience.

 

 

We will do further research on this matter in order to try to find a possible solution. As soon as I get any updates, I will post all the details on this thread.

 

 

Any further questions, please let me know.

 

 

Regards,

 

Alberto R

 

Monique_Intel
Moderator
222 Views

Hi AlexCD. This is Monique with Intel Corporation and I'm the PM for the IDSA application. We have had several new releases of IDSA since the v3.0.0.9. I'd like to request that you uninstall the IDSA version you have by going to the Control Panel and Programs and uninstall a program and locating the Intel Driver & Support Assistant and uninstall it. Then delete any files in the DSA folder on your system at C:\ProgramData\Intel\DSA. Once you are done then go directly to the Intel Download Center site and install the newest version of IDSA v3.1.1.2 https://downloadcenter.intel.com/download/24345 Download Intel® Driver & Support Assistant Run the scan and hopefully it will work correctly for you. If you still receive an "Oops" error message, please send us your log files from the C:\ProgramData\Intel\DSA folder by attaching to this thread so our developers can do more investigation.

Thanks,

Monique with Intel Corporation

JLF
Novice
222 Views

Hi

I have the same issue since new version of the IDSA.

On begining of January I could update my drivers and BIOS without any problem.

You will find all the log files from the C:\ProgramData\Intel\DSA folder in attachment

Thank you for helping us solving this issue

JLF

P.S @Monique_Intel : I made all what you wrote above but it did not help.

Monique_Intel
Moderator
222 Views

Hi JLF. Thank you for providing the log files for our developers to use for their investigation. They will also need to know which browser you tried using and exactly what kind of error or issue you are experiencing to give our developers a better idea of what to fix. If you can provide a screen shot or explanation and the browser you used, that would be great.

Thanks,

Monique with Intel Corporation

JLF
Novice
222 Views

Hi Monique

I'm using Firefox Quantum 57.0.4 (64 bits)

and this is a screenshot of what I get (in french of course )

The difference with AlexCD's one is that I have possibility to re-scan... but unfortunately I get the same issue.

IDSA version 3.1.2.2

Thanks for your help

JLF

P.S I just upgraded to Firefox 58.0 and got the same issue.

Monique_Intel
Moderator
222 Views

Hi JLF. Our developers reviewed your log files and said that all looks to be OK there. They suggested you clear your browser cache and retry running the DSA scan. Please let me know if this resolves your issue.

Thanks,

Monique with Intel Corporation

JLF
Novice
222 Views

Hi Monique,

I uninstalled ISDA, then cleared all caches (with CCLeaner), shut down the computer. I cleared what could have been left in the memory by pluging it out and pushing the start button at the same time. After a few minutes I restrated it, reinstalled ISDA and made a scan.

Unfortunately I got the same issue.

There is something strange I noticed with the tray icon : when I have the mouse pointer over it, it shows that there is an update (without other informations).

JLF

JLF
Novice
222 Views

Hi everybody,

My problem is solved. ISDA just doesn't work properly with Firefox latest versions.

By using the tool with MS Edge it works fine...

JLF

MJaco8
Beginner
222 Views

Hallo Monique,

 

I have the same problem:

 

Win 10 64bit

Firefox 58.0

Intel Driver and Support Assistant Installer 3.1.2.2 (fresh download from Intel)

 

did every uninstall, cleaning, restart, reinstall etc. as described...and same error message keep coming

 

deliver files from DSA folder

Monique_Intel
Moderator
222 Views

Hi mel32 Thank you for the log files. I've sent them to our developers to investigate. There are many different reasons users could get that "Oops" message and they are trying to determine and fix them as we get logs and information from users. As a previous user on this thread posted, Firefox wasn't working for the DSA scan but MS Edge did work. Perhaps you could try a different browser and see if the DSA scan works for you? Please let me know if you have success running scan with a browser other than Firefox.

Thanks for your assistance,

Monique with Intel Corporation

MJaco8
Beginner
222 Views

hallo again,

it seems indeed that with ms-edge the program works properly although some updates (in my case-Intel® Ethernet Connection I219-LM)

 

after updating the driver, it still shows me that the driver is old and should be updated

thanks for the info and hopping I can use the tool with Firefox again as soon as possible

JLF
Novice
222 Views

Hi Mel32

I have the same issue with this update.

The answer is here

It's nothing but a bug...

JLF

Monique_Intel
Moderator
222 Views

Hi mel32 & JLF. Thank you for the feedback. Yes, the issue seen with Firefox was able to be replicated by our developers and they will implement a fix in our next IDSA release. We are also aware of the Ethernet driver detection issue and have been working to improve the accuracy with the Ethernet driver team, so another issue that will soon be resolved in our next IDSA release.

Thanks for your patience,

Monique with Intel Corporation

MJaco8
Beginner
222 Views

Hello Monique,

 

first, thank you for your prompt and helpful help,

 

now, the "oops" message is gone from my Firefox 58.0 and win10 64bit system, but the Download button fails to download the drivers.

 

I am sending you the logs again. hope it helps.

 

Thanks

mel

JLF
Novice
222 Views

Hi Monique, hallo Mel32

It's not really a problem for me as I can use the IDSA tool in another language than french but after reading Mel32's post I found out something strange relied to language page used for the tool.

On this page

https://www.intel.com/content/www/us/en/support/intel-driver-support-assistant.html?_ga=2.121887752....

USA (English)

I get : see Capture.JPG

So the tool works now perfectly

On following page

https://www.intel.fr/content/www/fr/fr/support/intel-driver-support-assistant.html?_ga=2.143908662.2...

France (Français)

I get : see Capture1.jpg

Tool doesn't work properly

I tried german and got the same issue as in french.

 

JLF

P.S. another issue is solved in comparision to previous version of the tool. When I earlier clicked on chevron V the menu didn't stay opened but just opened and closed ! Now it works on english and french or german pages.

Monique_Intel
Moderator
222 Views

Thank you JLF for the information and feedback. We did release a transparent fix yesterday that should resolve the "conflicting dual message" reporting an error and also updates (as shown in your screenshot Capture1.jpg). Perhaps if you clear your browser cache that might be resolved when you scan using the French page . There was also a fix for Firefox browser included so hopefully it will start working more consistently for users using Firefox. The team is still working on fixes for the expansion windows that close immediately but sounds like this issue has been resolved for the French and German pages; we never saw the issue with the English page, but other language pages are still experiencing this bug and we hope to release another fix this week for those pages.

Thanks again for your responses,

Monique with Intel Corporation

JLF
Novice
222 Views

OK I cleared the cache and now nothing works on french page. (see capture2.jpg). No possibility of re-scan.

The USA english still works fine.

JLF

Monique_Intel
Moderator
222 Views

JLF Thanks for trying this out. Please send me all the DSA log files so our developers can see what could be wrong. Log files located at C:\ProgramData\Intel\DSA Also please confirm which browser you used when you received this error.

Thanks,

Monique with Intel Corporation

JLF
Novice
222 Views

@hi Monique

Herewith my DSA logfiles

The browser is Firefox 58.0.1 (64 bits)

JLF

JLF
Novice
76 Views

and the 2 last ones

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