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TPeng8
Novice
885 Views

Intel DSA scan failed on my Hades Canyon NUC(I7-8809G)

I just reinstalled Windows 10 1909 on my NUC8i7HVK. 

Every time I launch the DSA, it fails and shows message of "Oops, something went wrong while trying to scan". 

I tried on latest version of Edge, Chrome, Firefox, all failed with the same error.

I tried to uninstall/reinstall the DSA several times, all failed with the same error.

I go back to my old SSD which has Windows 10 1809 and used to be working with DSA, only found it became the same error like this new one.

I checked the Service.log, something is weird.

====================

 

2019/11/23 22:53:22 Information DSARestService.RestHttpListener ProcessRequest () 3 Received GET request for ...

2019/11/23 22:54:04 Error DSARestService.RestHttpListener ProcessRequest () 3 Dispatch failed: 500 Dispatch.V1Dispatch: detect/getproductsanddownloads failed: No internet

2019/11/23 22:54:04 Information DSARestService.RestHttpListener SendResponse () 3 Sent 500 (Internal server error) Internal server error response

 

====================

 

I definitly have internet connection otherwise the whole web page won't shown, and from the log, the previous steps are successed.

 

==============

2019/11/23 22:53:22 Information DSARestService.RestHttpListener ProcessRequest () 1 Received GET request for ...

2019/11/23 22:53:22 Information DSARestService.RestHttpListener SendResponse () 1 Sent 200 (OK) {"id":200} response

2019/11/23 22:53:22 Information DSARestService.RestHttpListener ProcessRequest () 2 Received GET request for ...

2019/11/23 22:53:22 Information DSASharedCore.Controllers.Network.DownloadController Download (contentUri: https://www.intel.com/content/dam/support/us/en/include/dsa/config/version.json) Start

2019/11/23 22:53:22 Information DSASharedCore.Controllers.LoggingController SaveLogFile (contents: <contents>, fileName: version.json) Start

2019/11/23 22:53:22 Information DSASharedCore.Controllers.LoggingController SaveLogFile () Deleted C:\ProgramData\Intel\DSA\version.json.bak

2019/11/23 22:53:22 Information DSASharedCore.Controllers.LoggingController SaveLogFile () Moved C:\ProgramData\Intel\DSA\version.json to C:\ProgramData\Intel\DSA\version.json.bak

2019/11/23 22:53:22 Information DSASharedCore.Controllers.LoggingController SaveLogFile () End

2019/11/23 22:53:22 Information DSASharedCore.Controllers.Network.DownloadController Download () End

2019/11/23 22:53:22 Information DSAServiceCore.Controllers.DsaVersionController IsUpToDate () Start

2019/11/23 22:53:22 Information DSAServiceCore.Controllers.DsaVersionController IsUpToDate (True) End

2019/11/23 22:53:22 Information DSARestService.RestHttpListener SendResponse () 2 Sent 200 (OK) {"IsLatest":true,"InstalledVersion":"19.11.46.6"} response

 

Could some one help me here?

Is there any other log needed?

Thank you very much.

0 Kudos
17 Replies
AlHill
Super User
306 Views

First, try clearing your brower(s) cache.

 

If that does not work, uninstall ALL versions of IDSA.

Then, run the uninstall cleanup tool:

https://downloadcenter.intel.com/download/29112/Intel-Driver-Support-Assistant-Uninstaller?v=t

 

Then, install the latest IDSA.

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

 

Doc

 

TPeng8
Novice
306 Views

That’s exactly what I did days ago, but it won’t work.

But thanks anyway.

LeonWaksman
Super User
306 Views

Hi @TPeng8​ 

  1. Al's advice is correct. If the IDSA can't still run, there may be an other problem, not related to NUC.
  2. In the last past few days I saw few reports from China, that the IDSA is not working (blocked?). For example:

https://forums.intel.com/s/question/0D50P00004W1l37SAB/intel-driver-support-assistant-is-not-availab...

https://forums.intel.com/s/question/0D50P00004VnFvXSAV/%E8%8B%B1%E7%89%B9%E5%B0%94%E9%A9%B1%E5%8A%A8...

 

Leon

TPeng8
Novice
306 Views

thank you, that explains a lot. So the encrypted addresses in DSA log are point to different host? Is that the reason some of the requests are succeeded but only this one is failed? Is it too much to ask some in Intel test the address? Given a second thought, I was thinking it might be connection issue because I’m living in China, so I tried with proxy server that day, but this error still exist.
Wanner_G_Intel
Moderator
306 Views

Hello TPeng8,

 

Thank you for submitting your question on this Intel® Community.

 

To better assist you, please provide the folloging log files.

 

  • Generate a system report with the Intel® System Support Utility (Intel® SSU) and attach it to this thread.

 

  1. Intel® SSU Download link
  2. Open the application and click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View".
  3. Click on the menu where it says "Summary" to change to "Detailed View".
  4. To save your scan, click on "Next", then "Save".

 

  • 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

 

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.

 

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

Wanner_G_Intel
Moderator
306 Views

Hello TPeng8,

 

Thank you for your response.

 

We will review the log files requested and update this thread as soon as possible.

 

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

TPeng8
Novice
306 Views

Since no update from Intel

I did little rearch from my side,

from TCP package filtering, I saw some handshake issues with one of the AWS servers during the period when error showed up in DSA log.

Does Intel use AWS to provide drivers download content?

I knew some of the AWS services may not be accessable from certain region on this earth, I'm not sure if this is the reason I DSA scan failed.😞

sGUO01
Beginner
306 Views

I have the same issue with you, both my two laptops with the same issue after updated the DSA to 19.11.46.6. I agree with you there are something wrong with the network because all reports from China, don’t know it’s caused by Intel or AWS, or between US/CHINA? Even I use VPN seems not work as well

CJian29
New Contributor I
306 Views

same here also from Mainland China with Hades Canyon

Wanner_G_Intel
Moderator
306 Views

Hello all, 

 

We would like to update this thread. 

 

This problem is being caused by the way Intel® Driver & Support Assistant (Intel® DSA) checks the Internet access, which is not working for People's Republic of China.

 

We are working on this issue already. Our recommendation is that you can obtain driver updates directly from your Original Equipment Manufacturer (OEM) or the Download Center if needed.

 

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

CJian29
New Contributor I
306 Views

Hi, for this kind of issue, what's the release period normally?

I mean when we will get a fixed package.

Wanner_G_Intel
Moderator
306 Views

Hello CJian29,

 

In this scenario, Intel Customer Support members usually do not provide time frames for software releases.

 

We recommend that you keep checking our Download Center for software/driver releases and future fixes to known issues.

 

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

王富贵
Beginner
306 Views

Still not working

LeonWaksman
Super User
306 Views

I know that Intel is still working on this issue. My IDSA is not working now , neither and I'm not in China. Any way , you may check/download your updates here: https://downloadcenter.intel.com/product/126143/Intel-NUC-Kit-NUC8i7HVK

We should wait patiently.

 

Leon

 

CJian29
New Contributor I
306 Views

new verison released Download Intel® Driver & Support Assistant - Google Chrome 12_18_2019 10_58_32 PM (2).png

 

TPeng8
Novice
306 Views

Finally!

Wanner_G_Intel
Moderator
306 Views

Hello TPeng8,

 

Thank you for your response. 

 

We are glad to know that the latest Intel® Driver & Support Assistant (Intel® DSA) version released recently fixed the problem reported on this thread.

 

We will close this inquiry. If you need any further assistance, please post a new question.

 

Wanner G.

Intel Customer Support Technician

A Contingent Worker at Intel

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