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4433 Discussions

Support Assist Error

Janine
Beginner
347 Views

My Support Assist shows that I have 3 drivers to download but when I click on it I get a message from the Intel Driver & Support assist website that says: 'Sorry, something went wrong while trying to scan.'  I have tried reinstalling Support Assist but I get the same message. How can I fix this error and download the drivers/updates I need? Thanks

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3 Replies
Alberto_R_Intel
Moderator
316 Views

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


For this specific scenario, what we recommend first is to test scanning with different browsers, the Intel® Driver Support Assistant only works with: Chrome, Firefox, and Edge. 


Then you can also try to clear the browser cache and attempt to run the option of rescanning of the Intel® Driver Support Assistant tool again.


Click “Refresh Results” on the left-hand side menu of the Intel Driver Support Assistant scan page (this acts as a complete “start over” for the service).


If the problem persists, then run the Intel® Driver & Support Assistant Uninstaller version 21.3.21.5:

https://downloadcenter.intel.com/download/30496?v=t


After that, restart and install the latest Intel® Driver & Support Assistant tool version 21.3.21.5:

https://downloadcenter.intel.com/download/28425/Intel-Driver-Support-Assistant


If the issue still remains after trying those steps, please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

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


Also attach the latest Intel® Driver & Support Assistant Uninstaller log file: using File Explorer, search for DSAUninstaller.log


And 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


Any questions, please let me know.


Regards,

Albert R.


Intel Customer Support Technician


Janine
Beginner
289 Views

Thank you!  I fixed it with a reinstall using Chrome. Thanks for your help

Alberto_R_Intel
Moderator
273 Views

Janine, You are very welcome, thank you very much for providing those results.


Perfect, excellent, it is great to hear that the problem in reference to the error message showing got fixed with a reinstall using Chrome. Thank you very much as well for sharing the solution, we are sure it will be very helpful for all the peers viewing this thread that are currently using the Intel® Driver Support Assistant application.


Any other inquiries, do not hesitate to contact us again.


Regards,

Albert R.


Intel Customer Support Technician


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