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Opa! Alguma coisa deu errado durante a varredura.

Berthsan
Beginner
498 Views
Não estou conseguindo atualizar meus drivers no Assistente de driver e suporte Intel. Sempre aparece a mensagem que algo deu errado durante a varredura.

Tenho o Windows 10 , 64 bits.

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1 Solution
AndrewG_Intel
Moderator
393 Views

Hello @Berthsan

Thank you for posting on the Intel® communities. Our support is only provided in English. We may not be able to translate screenshots attached to the thread. To better assist you, we use a translation tool.

We understand that when running the Intel® Driver & Support Assistant (Intel® DSA), there is an error message saying "Sorry, something went wrong while trying to scan".


In case you haven't try yet, we recommend going through the following steps:

 

You may also try to completely uninstall using the special Intel® Driver & Support Assistant Uninstaller which removes all files related to Intel DSA and then do a fresh install of the latest version again.

 

If the issue persists, please provide the following information to check this further:


1- Is this a new system and a new installation of Intel® DSA? Or did it work fine before? If this worked fine before, was there any hardware or software change (Windows updates, Intel® DSA app updates, driver updates, etc) related to the point when the behavior started?


2- What browser are you using and version number or build number:

3- Do you have any browser plug-ins (ad blocking or script blocking)?

4- Are you a home user? 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\Logs
  • C:\ProgramData\Intel\DSA\Data

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: > Windows File Explorer > View > Show/Hide: check the box for "Hidden Items".

 

8- 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- 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


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5 Replies
AndrewG_Intel
Moderator
394 Views

Hello @Berthsan

Thank you for posting on the Intel® communities. Our support is only provided in English. We may not be able to translate screenshots attached to the thread. To better assist you, we use a translation tool.

We understand that when running the Intel® Driver & Support Assistant (Intel® DSA), there is an error message saying "Sorry, something went wrong while trying to scan".


In case you haven't try yet, we recommend going through the following steps:

 

You may also try to completely uninstall using the special Intel® Driver & Support Assistant Uninstaller which removes all files related to Intel DSA and then do a fresh install of the latest version again.

 

If the issue persists, please provide the following information to check this further:


1- Is this a new system and a new installation of Intel® DSA? Or did it work fine before? If this worked fine before, was there any hardware or software change (Windows updates, Intel® DSA app updates, driver updates, etc) related to the point when the behavior started?


2- What browser are you using and version number or build number:

3- Do you have any browser plug-ins (ad blocking or script blocking)?

4- Are you a home user? 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\Logs
  • C:\ProgramData\Intel\DSA\Data

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: > Windows File Explorer > View > Show/Hide: check the box for "Hidden Items".

 

8- 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- 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


Berthsan
Beginner
382 Views

Hi! Since now i apologize for my English.

Well, I tried doing the steps you asked me, but that doesn't worked. Then I'll send the 9 information you asked, so, that's it:

1- Actually, there's no new actualization on my hardware/software, and yes, the programs was used to work normally some days ago.

2- I'm using the Opera GX browser, and the version is LVL 2 (core: 73.0.3865.415), I noticed that the browsers you said that would work normally with the program was Chrome, Firefox and Edge, but as I said, even using the Opera GX browser, it used to work.

3- About some browser plug-ins, I do have and use a "Install Chrome Extensions" extension on my browser, and it actually comes with a ad blocking, but it's actually off.

4- Yes, I'm a home user. About my router brand and model, I think it's a "Cisco - Linksys" and the model is "WRT120N".

5- Yes I do, I actually have the Windows Security and the Norton 360.

6- No, I'm not.

7- I haven't found the folders you asked.

8- Same as the item 7, I haven't found this folder.

9- About this one, I'm going to send to you.

AlHill
Super User
376 Views

Item 5 - you are running BOTH Windows Defender and Norton 360 concurrently?  You should NEVER have more than one real-time anti-virus product running concurrently.

Get rid of or turn off Norton, and make sure you are using the Windows firewall and not blocking localhost on ports 28385-28389, and not blocking port 443 (HTTPS).

Just saying...

Doc (not an Intel employee or contractor)

Berthsan
Beginner
369 Views

I don't really know what happened, but the program is now working normally, I really did absolutely nothing, but it's working again. So... thanks, I think...

AndrewG_Intel
Moderator
359 Views

Hello Berthsan

Thank you for your response and for all the details provided.


We are glad to know that Intel® DSA is now working properly. Based on that and since the thread has been marked as "Solved" 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


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