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

[Thaio87]

Hi Community,

for more than a week now I cannot use the support assistant.

It always states "Sorry, something went wrong while trying to scan."

I tried several times to follow the solution as stated below: 

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

I tried different browsers. Nothing worked. Any ideas? 

Thanks a lot!

Thaio87

[JosueO_Intel]

Hello Thaio87,

Thank you for posting on the Intel communities. In order to have a better understanding of the issue, please share with us the following information: 

1. The browser that is being used. 
2. Screenshot of the issue. 
3. Was it working before? When did the issue start happening?

Please provide me 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 ProgramData folder.

Check this link for instructions on how to show hidden files:

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

Also, please download and install the Intel System Support Utility (Intel SSU):

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows- 

Open the application and select "Everything" 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 to "Detailed View".  

Click on "Next", save the report and attach it to your response.

Regards, 

Josue O.  

Intel Customer Support Technician

[Thaio87]

Hello Josue,

1. Chrome and Edge

2. See attached "something went wrong"

3. Yes it was working before, I believe it started 1-2 weeks ago. 

Thanks!

Thaio87

[JosueO_Intel]

Hello Thaio87,

Thank you for the information provided, please let me know if there were any changes or updates before the issue started happening.

Regards, 

Josue O.  

Intel Customer Support Technician

[Thaio87]

Hello Josue,

To be honest I do not remember

regards

[JosueO_Intel]

Hello Thaio87,

Don't worry, please let me know the version of Edge and Chrome you are using as this could affect the proper functioning of the tool. 

Regards, 

Josue O.  

Intel Customer Support Technician

[Thaio87]

Chrome: Version 98.0.4758.82 (Official Build) (64-bit)

Edge: Version 98.0.1108.43 (Official build) (64-bit)

[JosueO_Intel]

Hello Thaio87,

Thank you for the information provided.  

I will proceed to check the issue internally and post back soon with more details.

Regards, 

Josue O.  

Intel Customer Support Technician

[JosueO_Intel]

Hello Thaio87,

Hope you are doing great and staying safe, in this case, please provide us with all the IDSA folders. Compress it on a zip file and attach it to your response. 

These will allow us to analyze all files and try to find a solution. 

Regards, 

Josue O.  

Intel Customer Support Technician

[Thaio87]

Hello Josue,

what do you mean by that?

Thaio87

[JosueO_Intel]

Hello Thaio87,

For this case, we need the complete Intel® DSA folder, not only the log files. 

Please, using File Explorer: go to folder = C:\ProgramData\Intel\DSA, we need all the folders inside the DSA folder. Please zip them and attach them to your response. 

Regards, 

Josue O.  

Intel Customer Support Technician

[JosueO_Intel]

Hello Thaio87,

Please also provide us with a screenshot of the IDSA services from your windows services manager.

For this, please go to Windows Search Box and type “Services” in the search bar and "Enter" to view the Windows Services Manager, scroll to view Intel Driver & Support Assistant, and then send a screenshot of that line showing the "status" and "startup type"

Regards, 

Josue O.  

Intel Customer Support Technician

[Thaio87]

Dear Josue,

please see attached

BTW: my laptop has exactly they same issue now. 

Thaio87

[JosueO_Intel]

Hello Thaio87,

Thank you for the information provided, in this case, it will be useful if you can share with us the laptop files for Intel® DSA. Remember that we need: Intel® SSU report, Intel® DSA folder on a zip, and a screenshot of the Intel® DSA services.

This will allow us to analyze the situation and search for a possible solution. 

Regards, 

Josue O.  

Intel Customer Support Technician

[Thaio87]

Dear Josue,

any update on that matter? 

Frederik

[JosueO_Intel]

Hello Thaio87,

Hope you are doing great and staying safe, in this case, the issue is still under investigation, as soon as we have any updates we will let you know. 

In the meantime, please remember to provide us with the information requested from your laptop. This will allow us to have more information to analyze and try to find a possible solution. 

Regards, 

Josue O.  

Intel Customer Support Technician

[JosueO_Intel]

Hello Thaio87,

Were you able to get the information from the laptop? 

Please let us know if you still need our assistance. 

Regards, 

Josue O.  

Intel Customer Support Technician

[Thaio87]

Hello Josue,

for now let's focus on the PC/desktop, it is still not working.

Thaio87

[JosueO_Intel]

Hello Thaio87,

Sure! We continue investigating the issue and as soon as we have a response we will let you know. 

Regards, 

Josue O.  

Intel Customer Support Technician

[JosueO_Intel]

Hello Thaio87,

Please try performing a clean installation of the tool using the IDSA uninstaller, please follow the steps on the article "How to Uninstall the Intel® Driver & Support Assistant (Intel® DSA)" 

https://www.intel.com/content/www/us/en/support/articles/000089221.html

After this, install the newest version 22.1.8.8, and check if the issue is now solved. In case the issue persists, please share with us again the DSA folder after installing the new version. 

https://www.intel.com/content/www/us/en/support/detect.html

Regards, 

Josue O.  

Intel Customer Support Technician

[JosueO_Intel]

Hello Thaio87,

Were you able to perform the clean installation using the latest IDSA version?

Let us know if the issue persists. 

Regards, 

Josue O.  

Intel Customer Support Technician