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11673 Discussions

Driver Update Scan doesn't work

PZanette
Beginner
252 Views

I get a "

Sorry, something went wrong while trying to scan." message. This has only happened recently. No explanation or solution.

0 Kudos
7 Replies
Alberto_Sykes
Employee
233 Views

PZanette, Thank you for posting in the Intel® Communities Support.


For this specific scenario, we recommend to try scanning with different browsers since Intel® DSA only works with the following: Chrome, Firefox and Edge. Then you can also try to clear the browser cache and then try rescanning the Intel® DSA tool.

 

If the problem persists, run the Intel® Driver & Support Assistant Uninstaller version 20.11.50.9:

https://downloadcenter.intel.com/download/30068/Intel-Driver-Support-Assistant-Uninstaller?v=t

Restart and install the latest Intel® Driver & Support Assistant tool version 20.10.42.5:

https://downloadcenter.intel.com/download/28425/Intel-Driver-Support-Assistant?product=128824

 

If the issue remains, please provide the latest file from Intel® System Support Utility for Windows*:

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91...

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.

Note: Uncheck "Hide System Files" to see the AppData folder.

Show hidden files

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


Additionally, just to let you know, Intel® is aware of the situation, please keep checking the following thread for possible updates on this matter:

https://community.intel.com/t5/Intel-NUCs/Intel-Driver-amp-Support-Assistant-resulting-in-an-endless...


Any questions, please let me know.


Regards,

Albert R.


Intel Customer Support Technician

A Contingent Worker at Intel



DTurner618
Beginner
227 Views

I have the same issue for about 2 weeks now. I have tried to run this on different machines on different networks with the same error. I have followed your suggestion and did the full uninstall and reinstall. Tried different browsers, and I tried to submit a ticket using the link you provided however the link to submit my system info is also broken. https://servicerequestmgmt.intel.com/webticketui/  Any other suggestions?

Alberto_Sykes
Employee
214 Views

Hello PZanette, I just wanted to check if the information posted previously was useful for you and if you need further assistance on this matter?


DTurner618, Thank you for posting in the Intel® Communities Support.


It should be working now, please try it again and let us know the outcome.


Regards,

Albert R.


Intel Customer Support Technician

A Contingent Worker at Intel


DTurner618
Beginner
210 Views

Hi, Thanks for the response. Unfortunately, the site is still not working for me. Please see attached screen shot.

Alberto_Sykes
Employee
201 Views

Hi DTurner618, You are very welcome, thank you very much for sharing those updates and the picture.


We are sorry to hear the issue persists, for us to be able to answer you directly and to further assist you in the best way we can, please submit a new thread, you can always use the following link to do that, please select the option "Post a question":

https://community.intel.com/


Once you do that, please provide the following information in that new thread:

The latest file from Intel® System Support Utility for Windows*:

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91...


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.

Note: Uncheck "Hide System Files" to see the AppData folder.

Show hidden files

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


Regards,

Albert R.


Intel Customer Support Technician

A Contingent Worker at Intel


Alberto_Sykes
Employee
182 Views

Hello PZanette, Since I have not heard back from you, we are closing the case, but if you have any additional questions, please post them on a new thread so we can further assist you with this matter.


Regards,

Albert R.


Intel Customer Support Technician

A Contingent Worker at Intel


PZanette
Beginner
176 Views

Sorry for the late response.

I copy and pasted the url for the driver scanning to firefox.

The problem every time my systems starts up.  Then was that the driver updates always wanted to be updated. I uninstalled the driver update program. I couldn't get the SMPT address to accept my e-mail.

Very frustrating. This program should have told me there was a problem with the browser and looked for another one on my system.

 

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