Intel Driver and Support Assistant Scan Failure

[VictorG97]

I have an Acer Nitro 5 2022 laptop running Windows 11 Pro (latest updates installed). I have been using the Driver and Support Assistant since 2022 and have never experienced any problems up until today. When I try to scan the system I am getting the message 'Failed to scan system for updates. Please click "Refresh Results" to try again.'

I am getting the aforementioned message in Chrome as well as in Firefox. I have tried repairing the Support Assistant from Control Panel. I have also uninstalled it and installed it again and rebooted. The results are the same - I am getting a Scan Failure. The current version of the Assistant is 24.3.26.8.

I would like to thank you for reading and would be glad for illumination on the topic.

With kind regards,

VictorG97

[gremlin]

I got exactly the same problem for the first time today. Coincidence?

[YahikoSenpai]

Same here as well. Tried reinstalling the driver and support assistant, tried multiple web browsers, tried literally everything. it's just not working.

However... It tries do something, since it's hogging about 60% of my CPU... wouldn't notice the issue if it were not causing severe performance loss. reinstalling the tool helped the CPU hogging, but still no driver updates

[VictorG97]

I did notice the high usage too. My Core i7-12700H was bumping over 20% due to the Support Assistant Process. The usage has currently normalized, however the Scan Failure persists. It seems we all are experiencing a synonymous issue.

[Awais1999]

Hello, I came on here to make this exact post but seems like others have same issue, I have same issue alongside I'm on windows 11 to, its the first time ever its done this to me. 

I'm on fairly high spec gaming PC to (i9 -13900k 13th gen) , I tried different browsers (4 total), all came with the same Scan Failure error. 

Scanned for viruses, all clean. 

I updated the intel driver/support programme and still saying Scan Failure. 
As a prompt popped up saying I needed to update to latest version , so I installed it and its still the same error. 

In terms of CPU usage, i haven't checked that yet. 


If anyone found solutions or any reply from staff regarding this issue, would be much appreciated. 

Thank you 

Awais.

[Monique_Intel]

@VictorG97 @Awais1999 @YahikoSenpai @gremlin  I am the Project Manager for IDSA. Please provide your IDSA log files (zipped folders from C:/ProgramData/Intel/DSA so I can have our developers investigate. You can just zip the 'Data' & 'Logs' folders so the zip file stays below the 23MB limit to attach here.

Thank you for your help,

Monique with Intel Corporation

[YahikoSenpai]

Here are the logs for you @Monique_Intel 

[Monique_Intel · Accepted solution]

@YahikoSenpai @VictorG97 @Awais1999 @gremlin   The root cause was some missing information in the backend of Download Center that caused IDSA to serve this "scan failure" error. Our team has implemented logic fixes to prevent this which will be published in our next release, August 6. Specifically for @YahikoSenpai  logs files, the developers noticed the system recovered on July 30 after receiving new payload data and should be functional now. My suggestion is to click the "Refresh Results" if you still see this error before August 6.

Thanks for your patience,

Monique with Intel Corporation

[YahikoSenpai]

I can confirm that after refreshing, it's now working as intended. Thank you

[gremlin]

Thanks, Monique.

Mine seems to be working ok now.

Best,

gremlin