Intel Driver & Support Assistant "sorry, something went wrong while trying to scan"

[mhearnden]

Intel Driver and Support assistant tells me "Sorry, something went wrong while trying to scan."

Tried to remove with the tool and reinstall after a reboot, tried cleaning the cache. Also the troubleshooting advice specific to microsoft edge is outdated and the "Allow localhost loopback" tick box no longer exists in the location specified. 

Not sure how to find diagnosis files?

Thanks for your help.

[mhearnden]

Tried to remove with the tool and reinstall after a reboot, tried cleaning the cache. Also the troubleshooting advice specific to microsoft edge is outdated and the "Allow localhost loopback" tick box no longer exists in the location specified. 

Not sure how to find diagnosis files?

Thanks for your help.

[ClariceStarling]

My guess is there's some remnant of the first program still running in the background.  Even though they tell you to use the tool, I would try uninstalling it on your Control Panel like any other program.  Then reinstall.  I've uninstalled and reinstalled IDSA this way and it always works for me!

[mhearnden]

Thanks Clarice, I have tried this multiple times and tried installing an older version of the DSA without any luck. Both with the intel uninstaller and straight from my control panel. The only thing I can't get rid of is the "computing improvement programme"

[ClariceStarling]

My guess ... it's something about your machine ... 

"There are cases where the Intel® DSA cannot detect your device and therefore cannot detect the updated drivers. This is due to the following reasons:

•   You have an older component.

•   Your component is discontinued or is not supported.

•   You have a component not produced by Intel®.

•   You have a customized driver pre-installed by the computer manufacturer.

•   The component is not in Intel's database."

[mhearnden]

Thank you for your help, I can tell you that my PC is brand new and built to utilise an intel i9-10900k and Nvidia RTX 2060 Super and I have been experiencing sub-par performance with a CAD package that I have experience with. Therefore I have been recommended to upgrade my Intel Video Drivers as they could be out of date- that's the full story.

I'm not sure what customized driver that the company that I got it built by could have installed? Other than that I don't know why the DSA won't find my hardware? 

[AlHill]

Firewall or anit-virus issue.

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).

Check to see if you are blocking any of these ports.

Doc (not an Intel employee or contractor)
[Windows 11 is the new Vista]

[mhearnden]

Thanks Al,

No Blocked ports as far as I can see externally or internally. 

[ClariceStarling · Accepted solution]

You're accessing IDSA with Edge, which is your default browser?  Try it with a couple of different browsers ... no guarantee, but very good chance it will work!

[mhearnden]

After months of trying to get this to work. Eventually I tried Chrome, Edge and then finally Firefox which only went and worked!!

Turns out my drivers are all up to date anyway so the problem that I still have with the software I'm using still persists.

[mhearnden]

Firefox is the one that worked for clarification

[ClariceStarling]

Did you see the other thread on IDSA where it was fixed:

"Re: Intel Driver & Support Assistant failing to scan

OK all sorted, a friend suggested uninstalling DSA, deleting the associated DSA folder in ProgramData/Intel/DSA and then running a DSA uninstaller tool (Download Intel® Driver & Support Assistant Uninstaller). After a full reboot, DSA is working good as new."

[ClariceStarling]

OK all sorted, a friend suggested uninstalling DSA, deleting the associated DSA folder in ProgramData/Intel/DSA and then running a DSA uninstaller tool (Download Intel® Driver & Support Assistant Uninstaller). After a full reboot, DSA is working good as new."

[DeividA_Intel]

Hello mhearnden,  

Thank you for posting on the Intel® communities.   

In order to better assist you, please provide the following:  

1. Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system.  

· Download the Intel® SSU and save the application on your computer: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- 

· Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".  

· To save your scan, click Next and click Save.  

2. Was Intel® Driver & Support Assistant (Intel® DSA) working properly before?

3. Are you using a supported browser (Firefox, Chrome, or Edge)?

4. You can see more information at the following link:

- https://www.intel.com/content/www/us/en/support/articles/000026895/software/software-applications.html

Best regards,  

Deivid A.  

Intel Customer Support Technician 

[mhearnden]

Hi there,

Please find attached my SSU text file. I am still experiencing the problem and I can't get the Driver support assistant to scan my PC

I hope you can help me,

Max

[balcsida]

Running the following two commands in an Administrator Command Prompt/PowerShell (right click on start button) fixes this issue (by enabling localhost to listen locally) and restarts the "Intel(R) Driver & Support Assistant" Windows service

netsh http add iplisten 127.0.0.1
net stop DSAService && net start DSAService

I hope this helps

[mhearnden]

Hi, thank you for trying to help me but this solution didn't fix the problem but it did restarts the DSA