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

[jbern28]

where do I get details on where the error originates and how to correct it (I cant find a log)

[GRowe3]

OS Name Microsoft Windows 10 Pro

Version 10.0.18363 Build 18363 (1909)

System Model OMEN by HP Laptop 17-cb0xxx

System Type x64-based PC

Processor Intel(R) Core(TM) i7-9750H CPU @ 2.60GHz, 2592 Mhz, 6 Core(s), 12 Logical Processor(s)

BIOS Version/Date AMI F.22, 9/12/2019

SMBIOS Version 3.2

Windows Directory C:\Windows

System Directory C:\Windows\system32

Installed Physical Memory (RAM) 16.0 GB

Total Virtual Memory 27.9 GB

Page File C:\pagefile.sys

Antivirus BitDefender

Firewall Windows

I have cleared browser cache and used both Chrome and Edge.

I have disabled AV.

I have disabled Domain, Private, and Public Firewalls.

I have uninstalled via link provided.

I have restarted.

I have reinstalled via the link provided.

I have restarted.

Widget states there are two updates available.

Run 'Check for new updates" and it launches Chrome, scans and the gives same "Sorry, something went wrong while trying to scan."

[GRowe3]

DSA uninstall log

[GRowe3]

DSA folder

[MVats]

SSU Report

[MVats]

DSA Uninstaller Log

[MVats]

DSA Folder

[EK0001]

I believe everyone here already tried these steps.

Why you guys just don't pull the latest DSA version and make available and active the previous one ?

[YLEMO2]

I totally do share this last opinion !! 😨😨

[Wanner_G_Intel]

Hello all,

Please let us know if you have tried the steps recommended. After that, we would like to have the log files to better assist you.

Wanner G.

Intel Customer Support Technician

[Wanner_G_Intel]

Hello all,

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]

Hello all,

We would like to update this thread.

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

[NOkay]

Wow, its finally works! Thank you! 😇

[MVats]

Yep, that works. Thanks!

[Wanner_G_Intel]

Hello NOkay,

We are glad to know that the issue was resolved.

Wanner G.

Intel Customer Support Technician

[GRowe3]

Intel® Driver & Support Assistant

Version: 20.2.9.6

The updated driver run a successful scan and allowed installation of driver updates.

Thank you all.

[Wanner_G_Intel]

Hello jbern28,

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

[jbern28]

Hi Wanner

I came back this afternoon.

I updated windows to 1909. I launched DSA (without updating anything). It worked !!!

So the problem is fixed. Thank you very much.

I think this stream can be closed.