Intel NUC10 - Intel® Driver & Support Assistant not Working

[mirceavlad]

Hello members,

This is my third topic today regarding my new Intel NUC10i5FNH mini PC, and I promise my last. The unit is running on Windows 10 Pro Build 19042. All drivers and BIOS are updated with the latest available versions, as of Tuesday the 8th of December.

The first time I used the Intel® Driver & Support Assistant app, it worked fine, identified all the missing drivers and installed them. After running into some issues today, I tried using it again, just to make sure everything is up to date before posting my problems here.

But what do you know, the app doesn't work anymore. 

I tried restarting the PC, using different browsers and reinstalling the utility, but no results.

The page is stuck on the first step every time "Scanning your system ..."

Any Ideas? Thanks

[Jose_V_Intel]

Hello mirceavlad,

Thank you for posting on the Intel Community. 

Based on the information that you provided, please follow the next information: 

• I want to recommend you to check the following thread that has been handled before with the same issue: https://community.intel.com/t5/Solid-State-Drives/Intel-Driver-amp-Support-Assistant-resulting-in-an-endless-scan/m-p/1227604#M26221

In case the issue persists, please provide the following:

• We need you to attach all the files from the DSA in your system.

1. In here we need all the IDSA files zipped from C:\ProgramData\Intel\DSA, not just .log files.... all the files in the folder.
2. The ProgramData folder may be hidden by default so you may need to un-hide it to view the IDSA log files. Instructions to un-hide are: > File Explorer > View > Show/Hide: check the box for Hidden Items.
3. Remember to attach it as zipped to this reply with all the files in it, this will help us to perform further research with this Intel® Driver & Support Assistant issue
4. Enter in to the following link , here you will find the Intel® Driver & Support Assistant Uninstaller, after this the DSAUninstaller.log should appear. (https://downloadcenter.intel.com/download/30068/Intel-Driver-Support-Assistant-Uninstaller?v=t)
5. After that: Press "Windows Key + R" and in the Run box type in '' C:\ProgramData\Intel\ '' it will redirect to the file where you can find the DSAUninstaller.log.

Remember that you can find the location of the log file in File Explorer by searching for it by DSAUninstaller.log and be sure and send back the most recently dated log

This File is important for us to perform more research.

We will be waiting for your answers.

Regards.

Jose V.

Intel® Customer Support Technician

[SandS]

Hi

Here are my zipped files. I have the same problem.

[Jose_V_Intel]

Hello SandS,

Thanks for your response, we've received your log and have escalated it internally to review it. We are still waiting for the case originator to respond with his log files or any outcome to know if it was resolved.

Regards.

[Jose_V_Intel]

Hi mirceavlad,

Were you able to check the previous post?

Let me know if you need more assistance.

Regards.

Jose V.

Intel Customer Support Technician

[mirceavlad]

Hello @Jose_V_Intel 

I somehow missed your reply.

Unfortunately  ISDA is still useless for me, no successful scan yet.

I've use the uninstaller and removed the app. Find the log file attached.

Thanks

[Jose_V_Intel]

Hi mirceavlad,

Thanks for your response with the attachments requested.

We are going to check this internally, as soon we have any news we will let you know.

Regards.

[Jose_V_Intel]

Hi mirceavlad,

Thanks for your time, after checking the files I notice we are missing all the IDSA files, make sure to attach them as a zipped form.

Also, please confirm if you are using an external drive.

Regards.

Jose V.

Intel Customer Support Technician

[mirceavlad]

Hello, @Jose_V_Intel 

Sorry for the late reply, I've been away for the past few days.

It's weird that the ISDA files are missing from the archive.

I've uploaded all the files found under the folder you've mentioned above C:\ProgramData\Intel\DSA

Let me know if there's something else I could try, or have missed.

[Jose_V_Intel]

Hi mirceavlad,

Thanks for your quick response.

In this case the DSA.7z that you provide before contains information that can't be read. The DSAUninstaller.log is ok but, there are no files zipped.

Just make sure to follow step by step to attach the zipped file with all the files IDSA files.

If you are having issues, please provide screenshots of where the files are located.

Regards.

Jose V.

Intel® Customer Support Technician

[mirceavlad]

Hello again, @Jose_V_Intel 

I've uploaded the DSA folder again, this time as a zip archive.

Hope it works this time.

[mecej4]

Out of curiosity, I downloaded the dsa.7z file and opened it (on a Chromebook), and saw lots of *.log files. The compressed archive is almost 1 MB in size.

I opened one of the log files in an editor, and it looked fine (not suggesting that I know how to interpret the contents).

[Jose_V_Intel]

Hi mirceavlad,

Thanks for your response with the attachment requested.

As soon we have an update on this we will let you know.

Regards.

[SandS]

Hi

My DSA started working again today. It completed the scan. Maybe the new year

[mirceavlad]

Same here.

I hope it's not just a new year resolution, that it gives up on after a couple of weeks

[SandS]

Hi

Unfortunately, the DSA has stopped working. The endless scan is back. I haven't made any changes to my system since the DSA was working.

[MaryT_Intel]

Hi @SandS,  Can you please attach your log files here for @Jose_V_Intel ? 

@mirceavlad , thanks for attaching yours. We will have our developers look at it. I apologize for the delays due to the holidays.

Thanks,

Mary T.

Support Community Manager

[SandS]

Do you want me to resubmit the files again?

[Jose_V_Intel]

Hi mirceavlad,

I want to let you know that we are working on a fix for this new issue. At this time we do not yet know when it will go into production. We apologize for the inconvenience while we resolve this. Thank you for providing the details so we can address it.

Regards.

Jose V.

Intel Customer Support Technician

[Jose_V_Intel]

Hi SandS,

I want to let you know that we have reviewed the endless scan issue and they are working on a fix for this that will be implemented at the end of January. We apologize for the inconvenience.

Regards.

[Jose_V_Intel]

Hello Community,

Be aware if you have any additional questions or issues, please submit a new question as this thread will not be monitored anymore.

Regards.

Jose V.

Intel Customer Support Technician