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"Sorry, something went wrong while trying to scan." Problem just started after working correctly for many months (years?). The program "Intel Driver and Support Assistant" does not appear even after reinstallation.

MHuds6
Beginner
1,156 Views

I tried all recommendations made to other inquirers -- ie uninstall then reinstall with latest version after reboot.

0 Kudos
25 Replies
AlHill
Super User
812 Views

Download, run, and ATTACH (using the paperclip under the toolbar) the results of this utility:

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

 

Doc

MHuds6
Beginner
812 Views

Results of SSU.exe below.

pocon2
Beginner
812 Views

I've the same problem since approximately 1 week ago. I've reinstalled it with no success.

pocon2
Beginner
812 Views

Could you please help with the same problem? here my file goes....

Thanks in advance,

Peter

Wanner_G_Intel
Moderator
812 Views

Hello MHuds6, 

 

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

 

To better assist you, we would like to have more information about the error message you are receiving.

 

  • Could you please confirm if this error message is being displayed when trying to install a specific driver?
  • Please attach pictures of the Intel® DSA's user interface when receiving this error message.
  • What are the browser(s) you are using to run the tool?

 

Wanner G.

Intel Customer Support Technician

pocon2
Beginner
812 Views

Hello WannerG,

Thanks for helping us with this error. I am having exactly the same problem than MHuds6, so I will answer to your questions too:

  • Could you please confirm if this error message is being displayed when trying to install a specific driver?

The error message appears when running the "Intel Driver & support Assistance"

  • Please attach pictures of the Intel® DSA's user interface when receiving this error message.

image attached

  • What are the browser(s) you are using to run the tool?

Google Chrome Version 81.0.4044.129 (Official Build) (64-bit)

 

Intel Driver & Support Assistant.JPG

Thanks in advance for your help.

Peter

MHuds6
Beginner
812 Views

The message "Sorry, something went wrong..." occurs whenever the "Intel Driver and Support Assistant" is first run. But Intel Driver and Support Assistant tool will not run properly after its first use upon fresh installation. I have attached the screen shot showing the result when I tried to run it now. Then I rebooted and ran it again showing results on page 2 of attached Word Doc.

 

I have always used the Firefox browser. It is default.

 

I am not attempting to install a specific driver. I am running thge "Intel Driver and Support Assistant" to check for possible new drivers. The program runs automatically every week (or every time I reboot the system whichever comes first)

MHuds6
Beginner
812 Views

Note: In my previous message, the screen showing a reference to "iCloud" popped-up when I launched the Intel Driver and Support Assistant. The Intel program was running behind that window but I didn't see it until I sent the above message waws written. The Intel Driver and Support Assistant DID NOT complete successfully but responded with the "Sorry, something went wrong..." message which I found behind the "iCloud" message.

Wanner_G_Intel
Moderator
812 Views

Hello all, 

 

Thank you for your response.

 

Please follow these steps and let us know if the issue persists.

 

  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 20.4.17.5
  3. Try using different browsers to run the tool.

 

Wanner G.

Intel Customer Support Technician

MHuds6
Beginner
812 Views
  1. Ran the Intel® Driver & Support Assistant Uninstaller Version: 20.1.5.6
  2. Restarted and ran the latest Intel® Driver & Support Assistant tool version 20.4.17.5
  3. Changed default browser to Edge.
  4. Received the same "Sorry, something went wrong ..." message upon running the latest version of Intel Driver and Support Assistant software.

What next?

Wanner_G_Intel
Moderator
812 Views

Hello MHuds6,

 

Thank you for the update. Please provide us with the following log files.

 

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

 

Wanner G.

Intel Customer Support Technician

MHuds6
Beginner
812 Views

Attached are the logs (zipped) that you requested. Logs.zip, DSA.zip

Wanner_G_Intel
Moderator
812 Views

Hello MHuds6,

 

Thank you for the update.

 

Please allow us to look into this issue.

 

Wanner G.

Intel Customer Support Technician

Wanner_G_Intel
Moderator
812 Views

Hello MHuds6,

 

Thank you for the update.

 

Please allow us to look into this issue.

 

Wanner G.

Intel Customer Support Technician

Wanner_G_Intel
Moderator
812 Views

Hello MHuds6,

 

We were not able to recognize any of the log files provided. Please zip all the files found in the C:\ProgramData\Intel\DSA folder and attach them to this thread.

 

The folder may be hidden so you may have to check the box to view it.

 

Show hidden files

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

 

Wanner G.

Intel Customer Support Technician

MHuds6
Beginner
812 Views

I zipped the following file. Hope it has what you need. - Marshall Hudson

Wanner_G_Intel
Moderator
812 Views

Hello MHuds6,

 

Thank you for the update.

 

Wanner G.

Intel Customer Support Technician

pocon2
Beginner
812 Views

Hello WannerG_Intel,

I am also following your troubleshooting instructions since I have the same problem. I've installed and uninstalled the versions with no success the versions you told us before, so I am also including my log files for your review. Thanks

MHuds6
Beginner
812 Views

I'm ready to give up! I installed the huge Microsoft Windows 10 update yesterday and ran the System File Checker (SFC) showing no system errors. My WiFi is working, my graphics are working, so why should I care. Seems that Intel made a change and now their Driver and Support Assistant will not work. Perhaps they will notify us when we can reinstall it knowing it will work again.

Wanner_G_Intel
Moderator
399 Views

Hello MHuds6,

 

The log files attached are not Intel® DSA log files. Are you retrieving the log files from the C:\ProgramData\Intel\DSA folder?

 

pocon2,

 

Are you retrieving the log files from the C:\ProgramData\Intel\DSA folder?

 

Wanner G.

Intel Customer Support Technician

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