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I have NUC7i5BNKP, from last 18 Months Interl Driver & Support assistant has been giving me an error "Sorry, something went wrong while trying to scan." I hate to manually update my drivers. Please help in resolving this issue.

NSP
Beginner
755 Views

Running Windows 10 Home, 1909, OS Build 18363.900 on Intel NUC7i5BNKP. Just installed DSA version 20.6.22.6 but it gives the same error.

0 Kudos
20 Replies
n_scott_pearson
Super User Retired Employee
646 Views

I suggest that you go through the IDSA FAQ and try the various things that they suggest for fixing these kinds of issues. Here's link: https://www.intel.com/content/www/us/en/support/topics/idsa-faq.html.

...S

LeonWaksman
Super User
646 Views
  1. Download the Intel® Driver & Support Assistant Uninstaller. Uninstall currently installed IDSA (even this is version 20.6.22.6 )
  2. Download the latest IDSA Version: 20.6.22.6 . Reinstall the IDSA.

 

Leon

 

NSP
Beginner
646 Views

Hi Scott and Lwaksman, Thank you for responding. Over the last 18 months I have tried everything suggested in FAQs and other online forums. It has'nt helped a bit. On Lwaksman's suggestion I have again used DSA Uninstaller 20.6.22.6 to completely remove DSA and then reinstalled DSA 20.6.22..6 but same problem is persisting.

AlHill
Super User
646 Views

I suggest you have an app, or virus protection/firewall issue that is causing the problem.

 

If you are not using WIndows Defender, uninstall any other anti-virus product, as well as any other firewall, and disable any cloud protection you have.

Reboot, and make sure windows defender is running.

 

Then, test.

 

IDSA accesses localhost on ports 28385-28389. It also connects to www.intel.com, downloadcenter.intel.com, and downloadmirror.intel.com, all on port 443 (HTTPS), so make certain those ports are open.

 

If IDSA still fails, with only Windows Defender and Windows Firewall the only protection being used, do a "Windows Reset", choosing to keep your apps and data.

 

Doc

 

n_scott_pearson
Super User Retired Employee
646 Views

There could also be a problem at the browser level. What browser (version string please!) is being used? Have you tried clearing its cache?

...S

NSP
Beginner
646 Views

Hi Scott, I have tried it both on MS Edge, and Firefox. Same error on both.

NSP
Beginner
646 Views

Hello Al, Thank you for your suggestion. I am using Windows Defender only. I have added DSAservice (C:\Program Files (x86)\Intel\Driver and Support Assistant\DSAService.exe) as an allowed app (Both on Private and Public networks) in windows firewall and added my NUC as a DMZ host on the router. The problem still persists.

n_scott_pearson
Super User Retired Employee
646 Views

Ok, here's what I want you to do:

 

  1. Use Task Manager to kill all of the processes named DSA*.
  2. ZIP up all of the files in folder C:\ProgramData\Intel\DSA
  3. Use the paperclip icon (below the edit box) to upload and attach this ZIP file to a response post.

 

We will get the DSA development team to look at.

...S

NSP
Beginner
646 Views

Hello Scott, I have attached the zip file. Hopefully this will help the experts in figuring out what is causing the error.

n_scott_pearson
Super User Retired Employee
646 Views

I have passed it on. We'll see what they have to say...

...S

Alberto_R_Intel
Moderator
646 Views

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

 

I just wanted to check if the problem with the Intel® Driver and Support Assistant application of showing an error message is still present and if you need further assistance on this matter?

 

Regards,

Albert R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

NSP
Beginner
646 Views

Hello Albert,

Thanks for your response. Yes, the problem has not gone away. I am still looking forward to figuring out what is wrong. I will wait patiently until a fix is found. Please let me know if you need further information from my side.

 

Regards,

Navi.

Alberto_R_Intel
Moderator
646 Views

Hello NSP, You are very welcome, thank you very much for letting us know that information.

 

We will do further research on this matter, for us to be able to do that, we just need the SSU report:

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91...

 

And also please provide the latest Intel® Driver & Support Assistant Uninstaller log file: Using File Explorer, search for DSAUninstaller.log

 

Any questions, please let me know.

 

Regards,

Albert R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

NSP
Beginner
639 Views

Hello Albert,

As requested, here is the uninstaller log file and SSU report.

Regards,

Navi

Alberto_Sykes
Employee
641 Views

Hello NSP, For us to be able to further assist you, please provide the information requested previously on your original thread.


Regards,

Albert R.


Intel Customer Support Technician

A Contingent Worker at Intel


Alberto_Sykes
Employee
636 Views

Hi NSP, Thank you very much for sharing those details.


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,

Albert R.


Intel Customer Support Technician

A Contingent Worker at Intel


NSP
Beginner
629 Views

Hello, Alberto, Lwaksman, Scott, and Al,

At the onset, I would like to thank all of you for taking the time to address the problem I was experiencing on my NUC. This time a simple upgrade to Windows 10 - Version 2004, OS Build 19041.330 seems to have worked in resolving the problem. I suspect it was some sort of corruption in a system file of previous version of Windows 10. Now, I am not a Software Engineer, but after installing NZXT cam software to monitor the system temperature, I noticed that system was running rather hot and maxing out at 91"C temperature. NZXT was showing TiWorker.exe process was running constantly and contributing to 50% of CPU Load. (apparently this happens when windows upgrade/system files are corrupted). Needless to say, I tried resolving the TiWorker process problem unsuccessfully, until I gave up, and decided to upgrade to the latest version of Windows 10. Now the TiWorker process seems to be under control and one of the positive side effects has been that Intel DSA started working!!!. Again, I would like to thank all of you for your effort, and please let me know if I can share some more log files with the hard working Intel software team to figure out the root cause of the DSA "Sorry, something went wrong while trying to scan." error message. In my opinion coordination with Microsoft OS development team may also help Microsoft in perfecting their OS and in turn may help countless Intel-Microsoft customers have better experience using the, state of the art, products being manufactured under the respective labels.

Regards,

Navi

NSP
Beginner
626 Views

Hi, Here is a screenshot after updating the bios as recommended by DSA. Couldn't be happier!! Also now the system is running at a much cooler temperature. So whatever leads to TiWorker.exe process going haywire makes the CPU/System temperature go up and also prevents Intel DSA from functioning properly. - Regards, Navi.

NSP
Beginner
625 Views

Here is a screenshot of lower temperature.

Alberto_Sykes
Employee
386 Views

Hello NSP, Thank you very much for sharing those results.

 

Perfect, excellent, it is great to hear that after doing the Windows* updates the Intel® Driver and Support Assistant application is now 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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