Thank you for your contacting us about the issue that you are experiencing with our Intel® Driver & Support Assistant (Intel® DSA) tool, it will be more than a pleasure to assist you.
In this case, in order to improve the tool and to fix problems, we will need:
- Specific information on your system type, OS, browser, and exact details on the issue.
- Attach debug log files found at C:\ProgramData\Intel\DSA.
I hope to hear from you soon.
Hello. Thank-you for the reply, Diego S.
I believe that you will find all my specific System information in the Chrome file "Detailed-System-Report". For some reason it lists Firefox twice in my list of browsers?? I primarily use Chrome, Edge for viewing Netflix, and although I installed Firefox a couple of months ago, I haven't used it yet.
I have attached all files found in C:\ProgramData\Intel\DSA. Because there is a limit on this forum on how many files I can attach to a reply, I have put all the text files in one text file. I have included the file names and dates.
It looks like the date of the last scan done by Intel Driver and Support Assistant was done on the 4th of this month, which would mean that although I thought I'd uninstalled it, and it wasn't showing up in Apps, that it hadn't actually uninstalled at all.
Emsisoft Antimalware asked me to send them certain files on my computer when they were trying to diagnose a problem that was exhibiting Trojan-like behavior, and the logs were incredibly long. As they said to me, they found thousands of Intel Driver and Support Assistant errors each day, so they told me to uninstall and reinstall the Intel program because it looked like it was corrupted. I believe they asked me to use the Farbar Recovery Scan tool to do an analysis, and those were the files I sent to them. I was having trouble with access to Chrome, and to Emsisoft, as well as other issues. They probably had me use other tools, too, but I can't remember exactly was happening.
So right now, I'd say the exact issue is the installation and correct working of Intel Driver and Support Assistant. It was causing problems, I thought I'd uninstalled it, It wasn't in the Apps list, I kept on getting notifications that were 2 updates and when I tried to install them, the greyed screen exactly like the screenshot I provided in my question yesterday showed up and stayed like that until I gave up (no updates were installed and the message kept on periodically reappearing), I tried reinstalling it last night, the install and scanning the system went on for 30 minutes before I gave up, and then I find it's been invisibly installed all this time, and now shows up in Apps.
I hope you managed to keep track of all that.
Thank you for your response.
We just received an answer from the team in charge of your case.
Please go ahead and try these troubleshooting steps and let us know the outcome:
-Download msi file from http://registrationcenter-download.intel.com/akdlm/irc_nas/11135/w_sur_p_2.1.0.03392_sursvc_qh.msi (e.g. to C:\Download)
Open CMD.exe as Administrator and change directory to download location (e.g. cd /d C:\Download)
If the installation wizard navigates to Repair/Modify/Remove options, choose Remove
If the installation wizard navigates to install phase, proceed and finish installation. Then re-run: w_sur_p_2.1.0.03392_sursvc_qh.msi and choose Remove
-Uninstall IDSA from Control Panel
-Install new IDSA version from: https://downloadcenter.intel.com/download/24345/Intel-Driver-Support-Assistant?product=128824
I hope to hear from you soon.
Hello Diego S.
Thank-you to you and "the team" for trying to help me with this.
I'm sorry to report that I couldn't do as you suggest. I clicked on the link you gave me for the msi file. It went to a blank Intel page that Chrome asked me if I wanted to proceed to. I said yes, and it automatically downloaded the msi file to C:\Downloads. Only an msi file downloaded. There was no sign of a CMD.exe anywhere so I assume you meant for me to open the msi file. I opened it and it's a Setup Wizard for Intel (R) Computing Improvement Program.
2 error boxes immediately popped up. The one on top said "A later version of Intel (R) Computing Improvement Program is already installed. Setup will now exit."
When I clicked on OK and the top box closed, the error box below said "Intel (R) Computing Improvement Program Setup Wizard ended prematurely because of an error. Your system has not been modified. To install this program at a later time, run Setup Wizard again. Click the Finish button to exit the Setup Wizard".
There is an "Intel" folder in both "Program files" and "Program Files (x86). I tried clicking around in them to see if I could find something that made sense, but nothing does. I did searches in My PC to see if I could find something called "Computing Improvement Program", or "Intel (R) Computer, but no items matched my search. I also did a search for "Intel (R)", but so many things came up that I have no way of knowing if any of them could be related to the CMD.exe you referred to.
I also pressed the Windows button and "R" and changed what came after C:\, to "Download" in case that was what you wanted. I got
'C:\Download' is not recognized as an internal or external command,
operable program or batch file."
I couldn't delete "Users\username>", so I guess that wasn't what I was supposed to do.
What else can we do to progress further?
Thank you for your response, I am sorry to hear that there was a problem when following the instructions provided.
Let me forward the information to the proper department, I will reach you out as soon as we have an answer.
Sorry Diego S.
I have been unable to reply...
Mail Delivery Subsystem <firstname.lastname@example.org>
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because the address couldn't be found or is unable to receive email.
The response was:
550 #5.1.0 Address rejected.
Final-Recipient: rfc822; firstname.lastname@example.org
Remote-MTA: dns; mga09.intel.com. (220.127.116.11, the server for the domain intel.com.)
Diagnostic-Code: smtp; 550 #5.1.0 Address rejected.
Last-Attempt-Date: Wed, 25 Apr 2018 13:43:50 -0700 (PDT)
Hi Diego S. I just tried again to send you a reply with the details you wanted. Your mailbox is rejecting my emails.
Yes, I still need your help. After I tried your last suggestion, the notification box that I had 2 new updates started popping up on my screen again. When I clicked on it, I got a grey Intel page telling me I must update. When I clicked on the link to update, I got a red error box. 2 Screenshots included. If I can't get my details to you, then support can't contact me by phone and work with me to fix this. I don't know how we're going to fix this.