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Intel® Driver & Support Assistant forever loading

hoiblobvis
Beginner
1,038 Views

Its forever loading i had it load for 7 hours on chrome which should do the trick but nothing. I tried with firefox and edge and still nothing. Cleared by cache and tried on chrome still nothing. I checked task manager and chrome just takes the normal gpu and stuff (i haven't checked other browers with task manager but i guess its the same or takes a bit then stops). I have reinstalled it and nothing. I've seen that this happened before but nothing from 2022. So what can it be?

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36 Replies
Jean_Intel
Moderator
783 Views

Hello hoiblobvis,


Thank you for posting on the Intel️® communities.  


To have a better understanding of your issue, please provide me with the following:


  • When did the issue start?
  • Was there any major hardware or software change?
  • When the Intel® DSA get stuck, is it when scanning the system?
  • Is there an error message? If so, please provide me with a screenshot of the error message.
  • What installation process did you follow for the Intel® DSA?


Best regards, 

Jean O.  

Intel Customer Support Technician


hoiblobvis
Beginner
769 Views
  • The issue started after i first did a drivers update because then my drivers were horribly out of date, but then the program was a seprate window and not just a web page.
  • Other the updating a 91 month (yes it was really that horribly out of date) out of date drivers nothing really.
  • It just keeps on looping with searching it doesn't get stuck at any point. It just keeps looping over and over.
  • The first time i checked for driver updates there was one but that one went away after i redownloaded the program.
  • I downloaded the installer then via that i downloaded it.

If you want to know i tried to check for drivers on edge, firefox and chrome at the same time for about 2 hours and it still kept being on a loop.

Jean_Intel
Moderator
748 Views

Hello hoiblobvis,


I appreciate the information provided.


As I understand, the Intel® DSA keeps looping when it's searching. However, I want to confirm exactly when is the program looping:

  • Is it when you are scanning your system? 
  • Is it when you are trying to download a file?
  • Share a screenshot of the Intel® DSA when it is looping.


Also, you mentioned that you redownloaded the program; did you make sure that you deleted the previous version completely?


Best regards, 

Jean O.  

Intel Customer Support Technician


hoiblobvis
Beginner
739 Views
  • Yes its when scanning the system.
  • I'm not scanning while any files are downloading. Though i do have programs on the background on like steam and discord and a few others. I do not know if that matters but maybe it does.
  • Not a screenshot but a gif of it just looping.

I first removed it using the removing program that i found on another forum, then i redownloaded it via a newly downloaded installation program.

Jean_Intel
Moderator
721 Views

Hello hoiblobvis,


Thanks for your response.


As the program loops when scanning the system, my suggestion is to check the Intel® DSA service:


  • Ensure the Intel® DSA Service shows a status of Running.
  • In Windows Search, type Services and scroll to find Intel(R) Driver & Support Assistant.
  • Confirm the Status shows Running; if it isn't running, then start the service if necessary by right-clicking and choosing Start.
  • Check to see if any Windows* updates are pending.
  • Restart the system.


Best regards, 

Jean O.  

Intel Customer Support Technician


hoiblobvis
Beginner
717 Views
  • Due to me being on windows 8.1 (which still should be able to run it due to the program also allowing windows 8 and windows 7) i cannot search for it running, but i can see via task manager to see that it's on.
  • No windows updates are pending other then me being on windows 8.1.
Jean_Intel
Moderator
715 Views

Hello hoiblobvi,


Thanks for your response.


As the program is still running and the issue persists, try the following:



Best regards, 

Jean O.  

Intel Customer Support Technician


hoiblobvis
Beginner
692 Views

I have reinstalled it. And so far it doesn't work on chrome i don't know about firefox or edge i tried both for a few minutes and nothing no big spike in taskmanager nothing.
I do have a small question how long would a scan take for a quite bad laptop? Becasue i can scan for 1 hour to try to see if it works but if it usually takes 2 minutes then it would have been a lot of minutes wasted.

Jean_Intel
Moderator
688 Views

Hello hoiblobvis,


Thanks for the information provided.


I want to confirm if the Intel® DSA can work if you try another browser.


Also, you mentioned that you have tried cleaning the cache; however, did you make sure that you clean the cache from all time on your system? Some browser, by default, only allows you to clean the cache from a specific time, and you should change it and select to delete it from all time.


Best regards, 

Jean O.  

Intel Customer Support Technician


hoiblobvis
Beginner
651 Views

I've cleared all of the cache of chrome and tried the search on chrome, firefox and edge at the same time for about 20 minutes and still nothing. And i don't think the cache of edge can be a problem bc i downloaded it pretty much just for this and firefox i barely use.

Jean_Intel
Moderator
630 Views

Thanks for your response.


Create a report using the Intel System Support Utility (Intel SSU)  

• Download the Intel SSU (https://www.intel.com/content/www/us/en/download/18377/25293/intel-system-support-utility-for-window...)

• Open the application and click on "Scan" to see the system and device information. By default, Intel SSU will take you to the "Summary View." 

• Click on the menu where it says: "Summary" to change it to "Detailed View." 

To save your scan: click on "Next"; then "Save." 


I also would like to request the Intel® DSA logs. It will help us have a better idea of the strange behavior of the program.

The Intel® DSA files can be found at C:\ProgramData\Intel\DSA (there will be three folders, have them zip and send all 3 (Data, Downloads, Logs).


Best regards,

Jean O.

Intel Customer Support Technician


hoiblobvis
Beginner
619 Views
  • The SSU instantly crashes if i open it.
  • Maybe its because i'm on windows 8.1 or that my laptop is dutch and its called different but i don't see the ProgramData folder.
Jean_Intel
Moderator
605 Views

Hello hoiblobvis,


Thanks for reaching out to me.


It is a weird behavior that the Intel® SSU crashed; did you receive any error message when the application crashed?


Also, I want to ask, where did you look for the ProgramData folder?


Best regards,

Jean O.

Intel Customer Support Technician


hoiblobvis
Beginner
601 Views

The SSU when i start it up it asks me for permission then i click yes then a few seconds later it crashes via the the windows "oh this program stopped working".
i looked in this pc>OS (C:) then i didn't see it then i looked at program files and program files (x86) both of their intel folders and in the program files (x86) i did find something about driver and support assistant but all the folders in that are basically the different languages folders. and in the other folders in OS (C:) i found nothing else about about the driver and support assistant.

 

Jean_Intel
Moderator
590 Views

Hello hoiblobvis,

 

Please provide me with a screenshot of the error message you receive when opening the Intel® SSU to see if we can gather more information about the issue.

 

Best regards,

Jean O.

Intel Customer Support Technician.


hoiblobvis
Beginner
571 Views

It is in dutch but this is all i get.

Jean_Intel
Moderator
521 Views

Hello hoiblobvis,


Thanks for the screenshot. However, as it is in dutch, I will not be able to find any other information. We can ignore the Intel® SSU information for now.


Please, try to get the Intel® DSA log files, as they will provide us with vital information, use the same Intel® DSA program to find them. Please follow the steps given below:


  • Open Intel® DSA on the browser of your preference.
  • Go to "Settings."
  • Find the "Folder Location" field.
  • Click on the hyperlink of the location.
  • Select the three folders shown and then; right-click.
  • Click on "Send to."
  • Click on "Compressed (zipped) folder."
  • Save it in the desired location.


Best regards,

Jean O.

Intel Customer Support Technician.


hoiblobvis
Beginner
500 Views

I don't see "folder locations" in my chrome settings or i may have overlooked it. Maybe i overlooked it because it's in some other settings but if i can get some clarification on where exactly to find the "folder locations" tab then that would be helpfull.

Jean_Intel
Moderator
497 Views

Hello hoiblobvis,

 

I will attach some pictures that may help you find the "folder locations" option on the Intel® DSA.

 

Keep in mind that sometimes the ProgramData folder is a “hidden folder” so if you cannot see the folder, change the settings to show all hidden files.

For Win8, 10 & 11: In File Explorer, choose the View tab at the top of the page and check the box for “hidden items” to be shown.

 

Best regards,

Jean O.

Intel Customer Support Technician.

 

hoiblobvis
Beginner
448 Views

I think this is what you're looking for. I saw some of the logs and i don't think it should keep looping and saying something is missing. But i don't know for sure.

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