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11323 Discussions

Intel Driver & Support Assistant resulting in an endless scan?

SandS
Novice
706 Views

Still an endless scan loop here in Australia

0 Kudos
13 Replies
AndrewG_Intel
Moderator
683 Views

Hello @SandS

Thank you for posting on the Intel® communities.


In case you haven't tried yet, please review the following steps:

  • Ensure you are using a supported browser (Chrome*, Firefox* or Edge*).
  • Click “Refresh Results” on the menu on the left-hand side of the Intel® Driver & Support Assistant (Intel DSA) scan page. With the Intel® DSA code, this acts as a complete “start over” for the service.
  • If the system is powered on and running 24/7, try to reboot it.
  • Try uninstalling (the normal way through Windows* Add/Remove programs) and then reinstalling Intel® DSA latest version 20.11.50.9
  • Please also check the Frequently asked questions about the Intel® Driver & Support Assistant for additional information and suggestions.


If the issue persists, please provide us with the following details:

1- Screenshots showing the behavior/error messages:

2- Web browser(s) and version number or build number:

3- Do you have any browser plug-ins (ad blocking or script blocking) If yes, please provide details?

4- Is this a system for home use? If yes, what is the brand and model of the router?

5- Do you have security or anti-virus software installed, if yes, please provide details.

6- Are you on a company network?


7- Please attach all the Intel® DSA files zipped from the following 2 folders (not just .log files but all the files in the folder):

  • C:\ProgramData\Intel\DSA 
  • C:\ProgramData\Intel\DSA\

NOTE: The ProgramData folder may be hidden by default so you may need to un-hide it to view the Intel® DSA log files. Instructions to un-hide are: > File Explorer > View > Show/Hide: check the box for "Hidden Items".

 

8- If this issue started after an update of Intel® DSA, please provide the "DSAUninstaller.log" file. You can find the location of the log file in Windows* File Explorer by searching for it by DSAUninstaller.log and please be sure to provide the most recently dated log.


9- Also, please run the Intel® System Support Utility (Intel® SSU) and attach the report to this thread to gather more details about your system.

  • Download the Intel® SSU and save the application on your computer
  • 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.


Best regards,

Andrew G.

Intel Customer Support Technician


SandS
Novice
671 Views

Hi

  1. Screenshot attached

  2. Microsoft Edge Version 87.0.664.66 (Official build) (64-bit)

  3. No Browser Plug Ins

  4. Home use . Router is an ASUS DSL-AC68U

  5. AV is Microsoft Defender

  6. Not on a company network

  7. DSA files forwarded previously

  8. DSAUninstaller Log attached

  9. SSU report attached

    Cheers
AndrewG_Intel
Moderator
653 Views

Hello @SandS

Thank you very much for your response and for all the information provided.


Regarding point # 7 about the Intel® DSA files from "C:\ProgramData\Intel\DSA", we are not able to find the said files in the thread. Could you please elaborate on what do you mean when you say "DSA files forwarded previously"? It is worth mentioning that the files will not be available for instance if attaching them from an email reply. We would need you to upload directly in this thread all the files into a zip file. Thank you in advance.


Best regards,

Andrew G.

Intel Customer Support Technician


SandS
Novice
646 Views
AndrewG_Intel
Moderator
634 Views

Hello @SandS

Thank you very much for providing us with all the DSA files. We were able to download them and we are currently checking this further.

As soon as we have more details available, we will be posting back in this thread.


Best regards,

Andrew G.

Intel Customer Support Technician


AndrewG_Intel
Moderator
597 Views

Hello @SandS

Thank you for your patience in this matter.


We would like to inform you that our Developer team has reviewed the files and this is a known issue that will be addressed in our upcoming driver release at the end of January. You should be able to successfully re-scan after that update. Details will be posted in our Community Announcements at https://community.intel.com.


Having said that, we will close this inquiry now. Please kindly wait and check for the new release and if the issue continues after the new release launches, please create a new inquiry or contact us directly through phone or chat using the following link: Contact Intel® Support >> https://www.intel.com/content/www/us/en/support/contact-support.html

Please make sure to mention this post in case you contact Intel® Customer Support.


Thank you for your understanding.

Best regards,

Andrew G.

Intel Customer Support Technician


AndrewG_Intel
Moderator
582 Views

Hello @SandS

We would like to update this thread just to share more details about the new release that will fix this at the end of the month. Please kindly watch the Community Announcements for the specific day it is released and then please re-try the scan.


The new version will be released next January 28th.

Please do not hesitate to contact us back if you need further assistance.


Sincerely,

Andrew G.

Intel Customer Support Technician


VonRueden
Beginner
575 Views

Hello,

I tried different browsers, uninstalled and reinstalled DSA, used uninstaller and reinstalled DSA. Windows 10 20H2 is up to date. I tried with or without VPN, antivirus, ad block and so on. My work computer is similar to my private laptop. There I've had a few updates through DSA since it stopped working for me here. I hope you can find a solution with the attached logs. Thank you.

AlHill
Super User
573 Views

Read the entire thread, especially this part:

"We will be releasing a new version of the Intel Driver & Support Assistant at the end of January that will address the endless scanning issues users have been reporting. Thank you! "

Doc (not an Intel employee or contractor)

AndrewG_Intel
Moderator
543 Views

Hello all,

The new version of Intel® Driver & Support Assistant is now available: Version: 21.1.5.2 (Latest) Date: 1/25/2021

https://downloadcenter.intel.com/download/28425/Intel-Driver-Support-Assistant

Please feel free to try and let us know the outcome.


Best regards,

Andrew G.

Intel Customer Support Technician


SandS
Novice
535 Views

Hi Andrew

This new version is running well.

Thank you

Regards

AndrewG_Intel
Moderator
521 Views

Hello SandS

Thank you for your feedback, we are glad to know that the new release is working fine.

Having said that, we will proceed to close this inquiry now. If you need any additional information, please submit a new question as this thread will no longer be monitored.


It has been a pleasure to assist you.

Best regards,

Andrew G.

Intel Customer Support Technician


Kathryn451
Beginner
516 Views

Hi,

Fix did come out 1/28/21.  Note it  is a bit odd in the install as their is a message about uninstalling, But it now seems to work.

 

 

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