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KAlde2
Novice
9,620 Views

Intel Driver and Support Assistant system scan not working.

Despite never having any issues, a week ago when I tried to check for driver updates I got the error message "Oops, something went wrong.." which then suggests uninstalling and reinstalling the DSA tool. I've now done this multiple times (using the Intel uninstall tool) and I'm still getting the same error message, so at this point I can't check for driver updates. Running Windows 10 Pro. Any ideas?

17 Replies
AlHill
Super User
7,000 Views

What version of WIndows 10 pro are you running? Have you cleared your browser cache?

 

Doc

 

KAlde2
Novice
7,000 Views

Win 10 Pro Version 1803

Tried clearing cache as recommended, had no effect.

I also went to the DSA website (that triggers the scan) using another browser I rarely use and the same problems occurs.

 

-Kev

MHand1
Novice
7,000 Views

I have two of them and they both have this issue. I also have another model and it has no issues with the scanning.

One has win10 home and the other pro with no difference

Alberto_R_Intel
Moderator
7,000 Views

KAlde2, Thank you for posting in the Intel® Communities Support.

 

In order to try to fix this problem we can try the following:

 

•   Uninstall the existing Intel® DSA tool in the system with the Uninstaller tool:

https://downloadcenter.intel.com/download/28598/Intel-Driver-Support-Assistant-Uninstaller

•   Download and install the latest IDSA version from here:

https://downloadcenter.intel.com/download/28425

•   Double-click "Intel® Driver & Support Assistant Installer.exe" to run the setup program

•   Read and agree to the license terms and conditions

•   Select "Install"

•   Click the "Launch" button.

 

The tray icon starts and automatically opens default browser.

 

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.

 

If you are using an OEM (Original Equipment Manufacturer) device such as laptops and tablets, please contact your system manufacturer for the drivers.

 

Regards,

Alberto R.

 

Intel Customer Support Technician   

Under Contract to Intel Corporation

MHand1
Novice
7,000 Views

I have done that as the first thing to troubleshoot and when it gets to the scan mode it fails with the attached failure.

The scan develops the error.

KAlde2
Novice
7,000 Views

Alberto,

Thanks for the reply but it appears you didn't read my original post, I already did the steps you recommended multiple times and they did not work. No matter, I went ahead and tried them again, but still getting the failed scan error, exactly like the screenshot posted by MHand1 (I've posted my own screenshot on this reply as well). So just to be clear, uninstalling (using the Intel DSA Uninstaller) and reinstalling the latest version of the DSA (downloaded from the link you provided) DID NOT WORK.

 

Regarding your other bullet points, I share my comments below in bold:

 

•   You have an older component. My NUC was manufactured in April of 2017, surely only 2 years later this isn't considered an older component no longer supported, is it?

•   Your component is discontinued or is not supported. My NUC is a 7i5BNH, again only 2 years old, please advise if this is considered a discontinued or not supported product.

•   You have a component not produced by Intel®. No, my product is an Intel NUC7i5BNH

•   You have a customized driver pre-installed by the computer manufacturer. This is not applicable, Intel is the computer manufacturer.

•   The component is not in Intel's database. I don't think this is the issue, the DSA is an Intel branded tool that is failing to work on an Intel branded product, so I don't think it's a database issue.

 

Looking forward to your next response.

 

DSAError.jpg

 

 

 

 

 

 

MHand1
Novice
7,000 Views

An update to Win 10 1903 did not resolve the error on the scanning of the system per the screenshot sent previously Mark
Alberto_R_Intel
Moderator
7,000 Views

KAlde2, Thank you very much for providing those details and the picture.

 

In reference to your question, no, the Intel® NUC Kit NUC7i5BNH is not considered older or discontinue, those points were basically given as general information:

https://ark.intel.com/content/www/us/en/ark/products/95067/intel-nuc-kit-nuc7i5bnh.html

 

We will do further research on this matter, in order for us to be able to do that we just need the log files from your system.

 

Intel® DSA log files:

1. DSAUninstaller.log file: using File Explorer, search for DSAUninstaller.log

2. DSA Log files: using File Explorer, go to folder = C:\ProgramData\Intel\DSA, and zip the Log files or entire folder (whichever is easier)

Note You may need to uncheck Hide System files to see the AppData folder.

 

Show hidden files

https://support.microsoft.com/en-us/help/14201/windows-show-hidden-files'

 

*This link is being offered for your convenience and should not be viewed as an endorsement by Intel of the content, products, or services offered there.

 

Regards,

Alberto R.

 

Intel Customer Support Technician   

Under Contract to Intel Corporation

Alberto_R_Intel
Moderator
7,000 Views

MHand1, Thank you for sharing those results, we are sorry to hear the issue persists, for us to further assist you please provide the log files from your system.

 

KAlde2, I just wanted to check if you saw the information posted previously and if you need further assistance on this matter?

 

Regards,

Alberto R.

 

Intel Customer Support Technician   

Under Contract to Intel Corporation

MHand1
Novice
7,000 Views

Hello all, Somehow yesterday afternoon both units having the issue do go through the scan and don't have the error. Something on Intel's end has been resolved.
BOxen
Novice
7,000 Views

​Hi Kalde,

I had a similar issue with one of my NUC's a while ago and what worked for me was upgrading the video driver.  Locate the video driver upgrade for your model, install, reboot and then try the DSA again, let us know whether or not that helps.

 

Alberto_R_Intel
Moderator
7,000 Views

MHand1, Thank you very much for letting us know that information.

 

 It is great to hear that the problem got fixed and now the Intel® DSA is working properly.

 

Regards,

Alberto R.

 

Intel Customer Support Technician   

Under Contract to Intel Corporation

KAlde2
Novice
7,000 Views

I can now confirm what MHand1 reported, today my driver scan tool is also operating normally again, so yeah something somewhere appears to have been resolved.

 

Thanks for the replies.

DPers1
New Contributor III
7,000 Views

Are you using a VPN, I've found that if you connect via VPN DA will fail.

Alberto_R_Intel
Moderator
7,000 Views

Kalde, Thank you very much for letting us know those results.

 

Perfect, excellent, we are glad to hear that the problem got fixed and the Intel® DSA is now working properly in your system as well.

 

Any other inquiry, do not hesitate to contact us again.

 

Regards,

Alberto R.

 

Intel Customer Support Technician   

Under Contract to Intel Corporation 

pkaluski
Beginner
2,693 Views

I am having the same problem. I have tried DSAUninstaller and reinstall 2 times. Did not help.

It does work return some results every 10 times, but it either says drivers are up to date or it says there are 2 updates but it is not possible to make a download. Details of my system below.

pkaluski_0-1607553444686.png

 

MaryT_Intel
Community Manager
2,606 Views

Hi @pkaluski

I saw your post on this old thread that is not being monitored anymore. I would like to refer you to this thread: https://community.intel.com/t5/Intel-NUCs/Intel-Driver-amp-Support-Assistant-resulting-in-an-endless...

In short, this is a known issue and we are working to resolve it. It is a global change so it takes time to cycle through so it's starting to work for some users. You may just have to keep trying. But we will be posting updates on the above link.

Thanks,

Mary T.

Support Community Manager

 

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