Intel® Driver & Support Assistant forever loading

[hoiblobvis]

Its forever loading i had it load for 7 hours on chrome which should do the trick but nothing. I tried with firefox and edge and still nothing. Cleared by cache and tried on chrome still nothing. I checked task manager and chrome just takes the normal gpu and stuff (i haven't checked other browers with task manager but i guess its the same or takes a bit then stops). I have reinstalled it and nothing. I've seen that this happened before but nothing from 2022. So what can it be?

[Jean_Intel]

Hello hoiblobvis,

Thank you for posting on the Intel️® communities.  

To have a better understanding of your issue, please provide me with the following:

• When did the issue start?
• Was there any major hardware or software change?
• When the Intel® DSA get stuck, is it when scanning the system?
• Is there an error message? If so, please provide me with a screenshot of the error message.
• What installation process did you follow for the Intel® DSA?

Best regards, 

Jean O.  

Intel Customer Support Technician

[hoiblobvis]

• The issue started after i first did a drivers update because then my drivers were horribly out of date, but then the program was a seprate window and not just a web page.
• Other the updating a 91 month (yes it was really that horribly out of date) out of date drivers nothing really.
• It just keeps on looping with searching it doesn't get stuck at any point. It just keeps looping over and over.
• The first time i checked for driver updates there was one but that one went away after i redownloaded the program.
• I downloaded the installer then via that i downloaded it.

If you want to know i tried to check for drivers on edge, firefox and chrome at the same time for about 2 hours and it still kept being on a loop.

[Jean_Intel]

Hello hoiblobvis,

I appreciate the information provided.

As I understand, the Intel® DSA keeps looping when it's searching. However, I want to confirm exactly when is the program looping:

• Is it when you are scanning your system? 
• Is it when you are trying to download a file?
• Share a screenshot of the Intel® DSA when it is looping.

Also, you mentioned that you redownloaded the program; did you make sure that you deleted the previous version completely?

Best regards, 

Jean O.  

Intel Customer Support Technician

[hoiblobvis]

• Yes its when scanning the system.
• I'm not scanning while any files are downloading. Though i do have programs on the background on like steam and discord and a few others. I do not know if that matters but maybe it does.
• Not a screenshot but a gif of it just looping.

I first removed it using the removing program that i found on another forum, then i redownloaded it via a newly downloaded installation program.

[Jean_Intel]

Hello hoiblobvis,

Thanks for your response.

As the program loops when scanning the system, my suggestion is to check the Intel® DSA service:

• Ensure the Intel® DSA Service shows a status of Running.
• In Windows Search, type Services and scroll to find Intel(R) Driver & Support Assistant.
• Confirm the Status shows Running; if it isn't running, then start the service if necessary by right-clicking and choosing Start.
• Check to see if any Windows* updates are pending.
• Restart the system.

Best regards, 

Jean O.  

Intel Customer Support Technician

[hoiblobvis]

• Due to me being on windows 8.1 (which still should be able to run it due to the program also allowing windows 8 and windows 7) i cannot search for it running, but i can see via task manager to see that it's on.
• No windows updates are pending other then me being on windows 8.1.

[Jean_Intel]

Hello hoiblobvi,

Thanks for your response.

As the program is still running and the issue persists, try the following:

• Uninstall the existing Intel® Driver & Support Assistant (Intel® DSA) tool in the system using the Uninstaller tool. (https://www.intel.com/content/www/us/en/download/19333/intel-driver-support-assistant-uninstaller.ht...)
• Download and install the latest Intel® DSA version (https://www.intel.com/content/www/us/en/support/detect.html)

Best regards, 

Jean O.  

Intel Customer Support Technician

[hoiblobvis]

I have reinstalled it. And so far it doesn't work on chrome i don't know about firefox or edge i tried both for a few minutes and nothing no big spike in taskmanager nothing.
I do have a small question how long would a scan take for a quite bad laptop? Becasue i can scan for 1 hour to try to see if it works but if it usually takes 2 minutes then it would have been a lot of minutes wasted.

[Jean_Intel]

Hello hoiblobvis,

Thanks for the information provided.

I want to confirm if the Intel® DSA can work if you try another browser.

Also, you mentioned that you have tried cleaning the cache; however, did you make sure that you clean the cache from all time on your system? Some browser, by default, only allows you to clean the cache from a specific time, and you should change it and select to delete it from all time.

Best regards, 

Jean O.  

Intel Customer Support Technician

[hoiblobvis]

I've cleared all of the cache of chrome and tried the search on chrome, firefox and edge at the same time for about 20 minutes and still nothing. And i don't think the cache of edge can be a problem bc i downloaded it pretty much just for this and firefox i barely use.

[Jean_Intel]

Thanks for your response.

Create a report using the Intel System Support Utility (Intel SSU)  

• Download the Intel SSU (https://www.intel.com/content/www/us/en/download/18377/25293/intel-system-support-utility-for-window...)

• 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." 

• Click on the menu where it says: "Summary" to change it to "Detailed View." 

To save your scan: click on "Next"; then "Save." 

I also would like to request the Intel® DSA logs. It will help us have a better idea of the strange behavior of the program.

The Intel® DSA files can be found at C:\ProgramData\Intel\DSA (there will be three folders, have them zip and send all 3 (Data, Downloads, Logs).

Best regards,

Jean O.

Intel Customer Support Technician

[hoiblobvis]

• The SSU instantly crashes if i open it.
• Maybe its because i'm on windows 8.1 or that my laptop is dutch and its called different but i don't see the ProgramData folder.

[Jean_Intel]

Hello hoiblobvis,

Thanks for reaching out to me.

It is a weird behavior that the Intel® SSU crashed; did you receive any error message when the application crashed?

Also, I want to ask, where did you look for the ProgramData folder?

Best regards,

Jean O.

Intel Customer Support Technician

[hoiblobvis]

The SSU when i start it up it asks me for permission then i click yes then a few seconds later it crashes via the the windows "oh this program stopped working".
i looked in this pc>OS (C:) then i didn't see it then i looked at program files and program files (x86) both of their intel folders and in the program files (x86) i did find something about driver and support assistant but all the folders in that are basically the different languages folders. and in the other folders in OS (C:) i found nothing else about about the driver and support assistant.

[Jean_Intel]

Hello hoiblobvis,

Please provide me with a screenshot of the error message you receive when opening the Intel® SSU to see if we can gather more information about the issue.

Best regards,

Jean O.

Intel Customer Support Technician.

[hoiblobvis]

It is in dutch but this is all i get.

[Jean_Intel]

Hello hoiblobvis,

Thanks for the screenshot. However, as it is in dutch, I will not be able to find any other information. We can ignore the Intel® SSU information for now.

Please, try to get the Intel® DSA log files, as they will provide us with vital information, use the same Intel® DSA program to find them. Please follow the steps given below:

• Open Intel® DSA on the browser of your preference.
• Go to "Settings."
• Find the "Folder Location" field.
• Click on the hyperlink of the location.
• Select the three folders shown and then; right-click.
• Click on "Send to."
• Click on "Compressed (zipped) folder."
• Save it in the desired location.

Best regards,

Jean O.

Intel Customer Support Technician.

[hoiblobvis]

I don't see "folder locations" in my chrome settings or i may have overlooked it. Maybe i overlooked it because it's in some other settings but if i can get some clarification on where exactly to find the "folder locations" tab then that would be helpfull.

[Jean_Intel]

Hello hoiblobvis,

I will attach some pictures that may help you find the "folder locations" option on the Intel® DSA.

Keep in mind that sometimes the ProgramData folder is a “hidden folder” so if you cannot see the folder, change the settings to show all hidden files.

For Win8, 10 & 11: In File Explorer, choose the View tab at the top of the page and check the box for “hidden items” to be shown.

Best regards,

Jean O.

Intel Customer Support Technician.

[hoiblobvis]

I think this is what you're looking for. I saw some of the logs and i don't think it should keep looping and saying something is missing. But i don't know for sure.