This site can’t be reached

TimK · ‎06-25-2020

Intel Driver & Support Assistant recommends I update to Intel RST Version 16.8.3.1003

Ths installation fails immediately with "This platform is not supported".

I've made two changes to my system recently.

1) Updated Windows 10 Pro to version 2004

2) Disabled SATA devices in the BIOS

Note that while I may have disabled SATA in the BIOS, I do still use M.2 drives on my system.

Further still..

I have an Intel Core i7 7700K processor. Yet the log below describes a 6th Gen SATA controller. Is that correct? Could that be where the issue is?

Device: PCI\VEN_8086&DEV_9D03&CC_0106 (Intel(R) 6th Generation Core Processor Family Platform I/O SATA AHCI Controller)

The relevant section of the IntelRST.log follows:

2020:06:25 10:03:02:759:   Scanning all active devices
2020:06:25 10:03:02:774:   Scanning x64\iaAHCIC.inf (Name: AHCI64, Version: 16.8.3.1003)
2020:06:25 10:03:02:774:     Section with the best match: INTEL.NTamd64.6.2
2020:06:25 10:03:02:774:       Device: PCI\VEN_8086&DEV_9D03&CC_0106 (Intel(R) 6th Generation Core Processor Family Platform I/O SATA AHCI Controller)
2020:06:25 10:03:02:775:       Device: PCI\VEN_8086&DEV_A102&CC_0106 (Intel(R) 100 Series/C230 Chipset Family SATA AHCI Controller)
2020:06:25 10:03:02:775:       Device: PCI\VEN_8086&DEV_A103&CC_0106 (Intel(R) 100 Series/C230 Chipset Family SATA AHCI Controller)
2020:06:25 10:03:02:775:       Device: PCI\VEN_8086&DEV_A282&CC_0106 (Intel(R) 300 Series Chipset Family SATA AHCI Controller)
2020:06:25 10:03:02:775:       Device: PCI\VEN_8086&DEV_9DD3&CC_0106 (Intel(R) 300 Series Chipset Family SATA AHCI Controller)
2020:06:25 10:03:02:776:       Device: PCI\VEN_8086&DEV_A352&CC_0106 (Intel(R) 300 Series Chipset Family SATA AHCI Controller)
2020:06:25 10:03:02:776:       Device: PCI\VEN_8086&DEV_A353&CC_0106 (Intel(R) 300 Series Chipset Family SATA AHCI Controller)
2020:06:25 10:03:02:776:     MUP OS bits: 0x1B6000
2020:06:25 10:03:02:783:   Scanning x64\iaStorAC.inf (Name: RAID64, Version: 16.8.3.1003)
2020:06:25 10:03:02:784:     Section with the best match: INTEL.NTamd64.6.2
2020:06:25 10:03:02:784:       Device: PCI\VEN_8086&DEV_2822&CC_0104 (Intel(R) Chipset SATA/PCIe RST Premium Controller)
2020:06:25 10:03:02:784:       Device: PCI\VEN_8086&DEV_282A&CC_0104 (Intel(R) Chipset SATA/PCIe RST Premium Controller)
2020:06:25 10:03:02:785:       Device: PCI\VEN_8086&DEV_9D07&CC_0104 (Intel(R) Chipset SATA/PCIe RST Premium Controller)
2020:06:25 10:03:02:785:       Device: PCI\VEN_8086&DEV_A107&CC_0104 (Intel(R) Chipset SATA/PCIe RST Premium Controller)
2020:06:25 10:03:02:785:       Device: PCI\VEN_8086&DEV_A106&CC_0104 (Intel(R) Chipset SATA/PCIe RST Premium Controller)
2020:06:25 10:03:02:785:       Device: PCI\VEN_8086&DEV_A28E&CC_0104 (Intel(R) Chipset SATA/PCIe RST Premium Controller)
2020:06:25 10:03:02:786:       Device: PCI\VEN_8086&DEV_A286&CC_0104 (Intel(R) Chipset SATA/PCIe RST Premium Controller)
2020:06:25 10:03:02:786:       Device: PCI\VEN_8086&DEV_9DD7&CC_0104 (Intel(R) Chipset SATA/PCIe RST Premium Controller)
2020:06:25 10:03:02:786:       Device: PCI\VEN_8086&DEV_A356&CC_0104 (Intel(R) Chipset SATA/PCIe RST Premium Controller)
2020:06:25 10:03:02:787:       Device: PCI\VEN_8086&DEV_A357&CC_0104 (Intel(R) Chipset SATA/PCIe RST Premium Controller)
2020:06:25 10:03:02:787:       Device: PCI\VEN_8086&CC_0108 (Intel(R) NVMe Controller)
2020:06:25 10:03:02:787:     MUP OS bits: 0x1B6000
2020:06:25 10:03:02:788:   Scanning x64\iaStorSW.inf (Name: X64_IASTORSW, Version: 16.8.3.1003)
2020:06:25 10:03:02:788:     Section with the best match: INTEL.ntamd64
2020:06:25 10:03:02:789:       Device: SWC\VID8086&PID2822&SID0001 (Intel(R) Pinning Shell Extensions)
2020:06:25 10:03:02:789:     MUP OS bits: 0x1B6000
2020:06:25 10:03:02:790:   Scanning x64\iaStorSwExt.inf (Name: X64_IASTORSWEXT, Version: 16.8.3.1003)
2020:06:25 10:03:02:791:     Section with the best match: INTEL.ntamd64.10.0
2020:06:25 10:03:02:791:       Device: PCI\VEN_8086&DEV_2822&CC_0104 (Intel(R) RST Software Components Extension)
2020:06:25 10:03:02:791:       Device: PCI\VEN_8086&DEV_282A&CC_0104 (Intel(R) RST Software Components Extension)
2020:06:25 10:03:02:792:       Device: PCI\VEN_8086&DEV_9D07&CC_0104 (Intel(R) RST Software Components Extension)
2020:06:25 10:03:02:792:       Device: PCI\VEN_8086&DEV_A107&CC_0104 (Intel(R) RST Software Components Extension)
2020:06:25 10:03:02:792:       Device: PCI\VEN_8086&DEV_A106&CC_0104 (Intel(R) RST Software Components Extension)
2020:06:25 10:03:02:793:       Device: PCI\VEN_8086&DEV_A28E&CC_0104 (Intel(R) RST Software Components Extension)
2020:06:25 10:03:02:793:       Device: PCI\VEN_8086&DEV_A286&CC_0104 (Intel(R) RST Software Components Extension)
2020:06:25 10:03:02:793:       Device: PCI\VEN_8086&DEV_9DD7&CC_0104 (Intel(R) RST Software Components Extension)
2020:06:25 10:03:02:793:       Device: PCI\VEN_8086&DEV_A356&CC_0104 (Intel(R) RST Software Components Extension)
2020:06:25 10:03:02:793:       Device: PCI\VEN_8086&DEV_A357&CC_0104 (Intel(R) RST Software Components Extension)
2020:06:25 10:03:02:794:     MUP OS bits: 0x180000
2020:06:25 10:03:02:794: E Win32 exception occurred!!
2020:06:25 10:03:02:795:     Error code: 0x4E24 (20004)
2020:06:25 10:03:02:795:     Error text: ''
2020:06:25 10:03:02:795:     Extended error text: 'Error in device matching'
2020:06:25 10:03:02:795:     Debug info: 'Setup.cpp (919)'
2020:06:25 10:03:02:796:   Node is not valid. Failed to resolved error string from config file error: 20004
2020:06:25 10:03:02:796:   propertyId: 8095, serror: This platform is not supported. errorCode: 20004

Alberto_Sykes · ‎06-26-2020

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

In order for us to be able to provide the most accurate assistance, we just wanted to confirm a few details about your platform, please provide the SSU report:

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

TimK · ‎06-27-2020

Here's the SSU report (attached)

Incidentally, this tool has a facility to "submit" an SSU report. It opens a broken link.

https://servicerequestmgmt.intel.com/webticketui/

This site can’t be reached

servicerequestmgmt.intel.com’s server IP address could not be found.

LeonWaksman · ‎06-26-2020

Hi @TimK ,

Please ensure that the Intel DSA is updated to the latest Version: 20.7.26.6 Date: 6/24/2020

Leon

TimK · ‎06-27-2020

So I was today prompted with "A new version of Intel® Driver & Support Assistant is installing..."

I can find no way of determining which version is now installed, as it's not exposed via the support assistant web page.

It still shows 1 software update available, the same as originally described.

Trying to manually update the DSA using the link provided only prompts me to uninstall... So I dutifully uninstalled, expecting that I could then reinstall it... but all I get is another uninstall prompt and no way to install it again. Great.

UPDATE: I also tried rebooting after the supposedly "succesful" uninstall. The installer still prompts me to uninstall.

UPDATE 2: I was able to uninstall by using Windows Add/Remove Programs. The only observable difference was this this method took slightly longer, but I expect the "completed succesfully" is actually the truth in this case.

I am now able to run the installer for the newer version of the Intel DSA.

Ultimately, it changed nothing. It still reports 1 software update available for the Intel RST driver. I'm currently running 16.8.2.1002 and it wants to install 16.8.3.1003 and fails as per initial post.

LeonWaksman · ‎06-27-2020

1. To check the version of IDSA: right click on IDSA icon in "Show hidden icons" on the Task bar. Then click on Settings and check the IDSA version.

2. Before installing the latest IDSA Version: 20.7.26.6 , uninstall the currently installed version using the IDSA Uninstaller.

3. Using the latest IDSA, you will not see the RST warning any more.

Leon

n_scott_pearson · ‎06-27-2020

Follow Leon's advice for recovering.

When the SSU tool was implemented, the goal was to have the report upload automated. For some reason, the site support for this option has never been implemented/activated. Perhaps (a guess on my part), this is because they had no way to automatically associate uploads with support tickets? Regardless, for now, we are stuck with saving report to file and uploading manually as part of response post.

...S

TimK · ‎06-28-2020

Thanks for the pointer. I can confirm I'm on v20.7.26.6

The RST still insists that the update is available, no change whatsoever.

I've forced a refresh, but again - no change.

n_scott_pearson · ‎06-28-2020

Please do the following:

In Task Manager, terminate DSAService and DSAUpdateService.
Place copies of all files in C:\ProgramData\Intel\DSA into a ZIP file and attach this ZIP file to a response post.

I will get the DSA team to look into why the DSA is trying to install this file.

...S

TimK · ‎06-29-2020

Thank you Scott. Please see attached.

Alberto_Sykes · ‎07-02-2020

Hello TimK, Thank you very much for providing that information.

I just wanted to check if the problem with the Intel® Driver and Support Assistant still persists and if you need further assistance on this matter?

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

Alberto_Sykes · ‎07-07-2020

Hello TimK, 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.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

TimK · ‎07-07-2020

The problem persists. There has been no change. I'm not sure I was expecting anything to change since my last update.

So far I have:

- Verified I have the latest installed DSA

- Uninstalled and re-installed the latest DSA

- Provided a detailed system report

- Provided a zip of my installed C:\ProgramData\Intel\DSA directory

If there is anything at all I can do to help further diagnose, I'm happy to do so.

If the simpler solution is to simply uninstall Intel RST entirely, perhaps that is the best way forward.

TimK · ‎07-07-2020

New issue raised here

This platform is not supported - Intel RST 16.8.3.1003 - via Intel Driver & Support Assistant

This site can’t be reached