endless scanning with seagate usb drive connected

[Tom285]

attached are three sets of DSA files:

dsa.zip - scan not working with seagate external usb drive connected.

dsa...2.zip - scan still not working after uninstall/reinstall and seagate connected.   

                * could  not find uninstall log file.

dsa...3.zip - scan working without external usb seagate drive connected.

also with seagate disconnected and a flash memory stick connected scans run.

errors can be seen in the service logs

disconnecting the drive to run the scan is a work around not a solution.

[Sebastian_M_Intel]

Hello Tom285, 

Thank you for posting on the Intel® communities.   

In order to better assist you, please provide the following: 

1. Just to confirm, the Intel® Driver & Support Assistant (Intel® DSA) will be in an endless scan issue if you do not disconnect this Seagate USB device, right?  

2. What is the brand and model number of that Seagate USB device? 

3. I would like to confirm if you are using the validated browsers as the Intel® DSA summary you sent shows Internet Explorer as your default browser. Did you use Chrome, Firefox, or Edge* (version 44.17763/18.17763 or newer)? 

Regards, 

Sebastian M  

Intel Customer Support Technician  

[Tom285]

1. Yes
2. Seagate Expansion Portable driver, Model SRD0NF1, P/N 1TEAPF-500 4 TB, S/N NAA728ZC
3. Microsoft Edge is up to date. Version 87.0.664.66 (Official build) (64-bit)

the attached file has system details.

[Sebastian_M_Intel]

Hello Tom285,  

Thank you for your reply. 

We would like to review this behavior internally. 

In the meantime, please make sure that you have the latest firmware for this drive: https://www.seagate.com/support/external-hard-drives/portable-hard-drives/expansion-portable/#downloads  

Also, just for testing purposes, check if this happens with a different external drive (if you have one available). 

Once we have an extra update to share we will post it on this thread.   

Regards,  

Sebastian M   

Intel Customer Support Technician   

Links to third-party sites and references to third-party trademarks are provided for convenience and illustrative purposes only. Unless explicitly stated, Intel® is not responsible for the contents of such links, and no third-party endorsement of Intel or any of its products is implied.  

[Tom285]

went to seagate site and checked, no firmware updates for my drive.

both a  microcenter (Inland) 250G usb memory stick and a Western Digital My Passport 4T usb drive,  works fine.

[drezprime]

Oh now THIS is interesting.

I have 2 seagate external drives connected and I never thought THAT would be the cause of the endless DSA scanning.

I uploaded my logs in another thread, but haven't heard anything.

I have a total of 13 hard drives (11 internal and 2 external... 1 NVME, 10 SATA and 2 seagate 16GB externals)

[tns49]

Yeah its strange.  Tom is following up on my report of the problem which others were also having.  I, when asking if Intel wanted my logs, was looking through them and noticed excessive time being reported on my Seagate drive.  I didn't actually spot the error which apparently Tom spotted and has now sent to Intel.  Hopefully they will fix this.  Not a huge problem if you only have one drive and its not in use most of time, but if you have a lot or its a critical drive its a disaster.  In my case I only use mine for local backup.

[drezprime]

I finally got around to running a dsa scan with the seagate external drives disconnected.

Well low and behold, the green dot popped back up and the scan took 5 seconds.. Once the seagate external drives were disconnected.

[Sebastian_M_Intel]

Hello,   

Thank you for patiently waiting. 

Our development team has reviewed this information and this is a known issue that will be addressed in our upcoming release at the end of January. You should be able to successfully re-scan after that update. Details will be posted in our Community Announcements at https://community.intel.com. 

We will close this inquiry, but we encourage you to keep checking for the new update and if the issue continues after this release, you can create a new inquiry and we will gladly assist you. 

Regards,   

Sebastian M    

Intel Customer Support Technician   

[Sebastian_M_Intel]

Hello,  

I would like to post a new update.  

The new Intel® DSA update will be released on 01/28/2021.  

Please remember to watch the community announcements and our download center for the new downloads.  

Regards,  

Sebastian M  

Intel Customer Support Technician   

[Sebastian_M_Intel]

Hello,   

I would like to inform that a new version of the Intel® DSA has been released https://downloadcenter.intel.com/download/28425/Intel-Driver-Support-Assistant 

If you are facing any problems with the new one please report it to us, make sure to include: 

1. Run the Intel® System Support Utility (Intel® SSU) and attach the report generated:   

• Open the application, check the "Everything" box, and 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".    
• To save your scan, click on "Next", then "Save".    
• Use the option under the reply window to attach the report to the thread (Drag and drop here or browse files to attach).   

2. Intel® Driver & Support Assistant logs:   

Press Windows key + E (File explorer Windows will be opened with this key combination).  

Click on "This PC."  

Look for: Disk C:\ProgramData\Intel\DSA, and zip the Log files or the entire folder: https://support.microsoft.com/en-us/help/14200/windows-compress-uncompress-zip-files 

Note: In case you do not see the "ProgramData" folder click on the upper tab "View" and check the box "Hidden items".  

3. Also, the logs for the Intel® DSA Uninstaller tool: 

• Use the Uninstaller tool again to uninstall the remaining files for the Intel® DSA. 
• Press Windows key + E (File explorer Windows will be opened with this key combination).  
• Click on "This PC."  
• Look for: Disk C:\, on the search bar, type: "DSAUninstaller.log". 
• Take the logs, copy and paste them into a folder and send them to us. 

Regards,   

Sebastian M   

Intel Customer Support Technician