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

FVida4
Beginner
15,430 Views

Tried different browser, tried to remove with the tool and reinstall after a reboot, tried cleaning the cache, out of solutions.

 

Included, all the files in the DSA folder.

 

Thanks for your help.

0 Kudos
14 Replies
LeonWaksman
Super User
14,374 Views

Do you have some Antivirus software running?

Run Network and Internet troubleshooter.

 

Leon

 

FVida4
Beginner
14,374 Views

Windows defender. Turned it off, no luck.

No problems with my network.

Wanner_G_Intel
Moderator
14,374 Views

Hello FVida4,

 

Thank you for submitting your question on this Intel® Community.

 

Please follow these steps to troubleshoot this issue:

 

1. Run the Intel® Driver & Support Assistant Uninstaller version 20.1.5.6

 

2. Restart and run the latest Intel® Driver & Support Assistant tool version 20.1.5.6

 

If the issue persists, generate a system report with the Intel® System Support Utility (Intel® SSU) and attach it to this thread.

 

  1. Intel® SSU Download link
  2. 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".
  3. Click on the menu where it says "Summary" to change to "Detailed View".
  4. To save your scan, click on "Next", then "Save".

 

Also, attach the following log files:

 

  1. The latest Intel® Driver & Support Assistant Uninstaller log file: using File Explorer, search for DSAUninstaller.log
  2. 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 AppData folder.

Show hidden files

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

 

Wanner G.

Intel Customer Support Technician

rajan8garg
Beginner
6,098 Views

Sorry, something went wrong while trying to scan.

 
 
Facing the above issue from last 2 months.
Please help.
 
 
Find the SSU and DSA logs in attachment.
ChoppaReid
Beginner
3,968 Views

Hi,

I also have the same issue on my HP Omen Laptop

 

OS: 

Edition Windows 10 Pro
Version 21H1
Installed on ‎15/‎06/‎2020
OS build 19043.1620
Experience Windows Feature Experience Pack 120.2212.4170.0

 

Security:

Windows Defender

 

Default Browser: Google Chrome (Version 99.0.4844.84 (Official Build) (64-bit))

(has been occurring for several months and chrome versions is always up to date)

 

Issue: 

Intel DSA loads on boot, but as of approximately 2-3 months ago it now just displays "Sorry, Something went wrong" when trying to scan for drivers.

 

I have used the uninstaller utility, then ran the installer (Both directly downloaded from intel website).

I then also ran a Google Chrome clear history to remove entire history from Chrome.

 

Even after reinstalling still get the same experience as noted above.

 

When I go to look for the "c:\programs\intel\dsa" folder it is not there (even though the app is running in background).

I have tried direct linking to the folder and it fails (so it is actually not there, not just hidden or similar)

 

When I stored the uninstaller and re-installer on my pc in a temp directory it has created bucket loads of logs in that directory instead of where you suggested. I have attached these to this request as a single zip

 

Please advise how i get this utility operational again

Thanks

Noface
Beginner
3,030 Views

Sorry, something went wrong while trying to scan.

 

I can't even use my keyboard, please help urgently. All the attachments are down below.

FVida4
Beginner
14,374 Views

Here are the DSAUninstaller log.

FVida4
Beginner
14,374 Views

Here is the SSU report.

FVida4
Beginner
14,374 Views

Here is the DSA folder.

Wanner_G_Intel
Moderator
14,374 Views

Hello FVida4,

 

Thank you for attaching the files requested. 

 

We will look into these log files and try to provide an update as soon as possible. 

 

Wanner G.

Intel Customer Support Technician

Wanner_G_Intel
Moderator
14,374 Views

Hello FVida4,

 

Please try scanning with our newest Intel® Driver & Support Assistant (Intel® DSA) version 20.2.9.6, which was published on March 3rd. If the issue isn't resolved, please attach the latest Intel® DSA folder zipped again.

 

Intel® Driver & Support Assistant

Version: 20.2.9.6

 

Wanner G.

Intel Customer Support Technician

Wanner_G_Intel
Moderator
14,374 Views

Hello FVida4,

 

Were you able to review the recommendations provided?

If you need further assistance, please let us know. We will be glad to assist you.

 

Wanner G.

Intel Customer Support Technician

FVida4
Beginner
14,374 Views

Yes, when visiting the update page it automatically update the Driver & Support Assistant and it fixed my (and probably a lot of people) problem. Thanks.

Wanner_G_Intel
Moderator
14,374 Views

Hello FVida4,

 

We are glad to know that the problem was resolved.

 

We will close this inquiry. If you need further assistance, please post a new question.

 

Regards,

 

Wanner G.

Intel Customer Support Technician

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