1 2 Previous Next 16 Replies Latest reply on Oct 9, 2018 11:53 AM by Intel Corporation

    Can't Update Intel DSA

    SharkMeal

      Hello all,

       

      I'll bet this is a common problem.  I'm trying to ensure my computer's graphics doo-dads, which are managed by an Intel Graphics Controller, are up to date.  I wanted to do that using the Intel Driver & Support Assistant.  I had previously downloaded the Intel DSA in 2017, but the program never ran correctly.  So far, all my attempts to update it, uninstall it, or beg for its cooperation have been fruitless.

       

      My latest try at fixing this software problem was to download the most recent version of the DSA, version 3.4.1.  When I ran the install wizard, it gave me an error message saying... well here's an image showing the problem:

      Intel DSA Install Error Message.jpg

       

      I gather it's telling me that I need to locate this "IntelProduct...Installer.msi" file.  I have tried to do that with no success.  So now I'm at a loss as to what to do.  Help!

       

      My computer is Dell XPS 13 9350 running Windows 10 64-bit.

       

      Thanks,

      -SharkMeal

        • 1. Re: Can't Update Intel DSA
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello SharkMeal

          Thank you for joining this Intel Community.

          I understand that you are not able to install/update the latest Intel® Driver & Support Assistant version. I would like to assist you. 

          My first recommendation is that you can install the latest graphics driver manually. 

          Regarding the Intel® DSA error message, please follow these steps below:

          Try updating to the newest version by uninstalling Intel® DSA via the Control Panel->Programs->Uninstall a Program process:

          -Click Start.
          -Open Control Panel.
          -Select Programs.
          -Select Programs and Features.
          -From the list that displays, click Intel® Driver & Support Assistant.
          -Click Uninstall.
          -A new window opens that offers to uninstall the program.
          -Then, choose Intel® Computing Improvement Program and uninstall it.

          2.Then try reinstalling directly from Download Center https://downloadcenter.intel.com/download/24345

          If this issue still persists, please provide the following information:

          -Browser(s):
          -Log files: C:\ProgramData\Intel\DSA.
          -Exact error message:

          Wanner G. 

          • 2. Re: Can't Update Intel DSA
            SharkMeal

            Hello Wanner G.

             

            Thanks for getting back to me.  I cannot uninstall the program using the method you gave as the Intel DSA is not listed in "Programs & Features" in Control Panel.  In fact, now that I think about it, I think I actually already uninstalled the program using Control Panel ages ago.  But now when I try to install the latest version of the DSA directly from the Download Center, per the link you provided, I end up getting that same prompt to "enter an alternate path" to the missing file.

             

            When I cancel out of that "alternate path" dialogue box (the one pictured in my original post), I receive the following error message:

            Intel DSA Install Error Message 2.jpg

             

            "The older version of . . cannot be removed.  Contact your technical support group."  Well that's what sent me here!

             

            The browser I use is Google Chrome, if that's what you're asking for.  As for the Log Files, I have attached what I think is it to this reply.  The file "debugFile.log" was the only one of its kind in the folder destination you gave, anyway.

             

            Thank you for your help!

             

            Best,

            SharkMeal

            • 3. Re: Can't Update Intel DSA
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello SharkMeal,

              Thank you for your response. 

              I will forward this issue to the proper department in order to get more information about this error message. 

              Please run the Intel® System Support Utility to gather basic system information and attach the report. 

              1.Download the Intel® System Support Utility and save the application to your system.
              https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600
              2.Open the application and click Scan to see system and device information. The Intel® System Support Utility defaults to the Summary View on the output screen following the scan. Click the menu where it says summary to change to Detailed View.
              3.To save your scan, click Next and click Save. You can save the file to any accessible location on your computer.

              Wanner G. 

              • 4. Re: Can't Update Intel DSA
                SharkMeal

                Hi Wanner G.,

                 

                Thanks for your continued help.  I've downloaded and run the Intel System Support Utility and saved the output file.  I've attached it to this reply.

                 

                Best,

                SharkMeal

                • 5. Re: Can't Update Intel DSA
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello SharkMeal, 

                  I appreciate your patience. 

                  I sent you a web link via private message to continue troubleshooting the Intel® DSA issues reported.

                  Wanner G. 

                  • 6. Re: Can't Update Intel DSA
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Hello SharkMeal, 

                    Were you able to check the information I sent to you?

                    We will be glad to help you if you still need any assistance. 

                    Wanner G.

                    • 7. Re: Can't Update Intel DSA
                      SharkMeal

                      Hello Wanner G.,

                       

                      Thank you for your response.  I did receive the link you sent me, and I followed it.  I downloaded the associated software and ran it successfully.  However, when I tried again to run the update of Intel Driver & Support Assistant, downloaded from here, I met just about the same error message, pictured below.

                       

                      Error 1.jpg

                      If I pressed "ok," I saw this error dialogue box:

                      Error 2.jpg

                       

                      Best,

                      SharkMeal

                      • 8. Re: Can't Update Intel DSA
                        Intel Corporation
                        This message was posted on behalf of Intel Corporation

                        Hello SharkMeal,

                        Thank you for your reply. 

                        Please provide the following information to continue troubleshooting this issue:

                        -What is the version of Google Chrome, or any other browser, installed on your computer?
                        -Do you have any browser plug-ins (ad blocking or script blocking)?
                        -Do you have any security or anti-virus software installed? Which one?
                        -Are you on a company network?
                        -Do you have any proxy settings set on your computer?
                        -Please provide the DSAUninstaller.log file

                        Wanner G.

                        • 9. Re: Can't Update Intel DSA
                          SharkMeal

                          Hello Wanner G.,

                           

                          Here is the information you requested:

                          Browser Version: Google Chrome version 69.0.3497.81 (Official Build) (64-bit)  -Chrome auto-updated when I checked the version

                          Browser Plugins: Yes, including AdBlock

                          Security Software: Avast Antivirus

                          Company Network: No

                          Proxy Settings: No

                          DSAUninstaller log file: attached to this reply

                          • 10. Re: Can't Update Intel DSA
                            Intel Corporation
                            This message was posted on behalf of Intel Corporation

                            Hello SharkMeal

                            Thank you for your reply. 

                            In order to continue troubleshooting this issue, I sent you additional information via private message since it may contain specific information for your system. 

                            Wanner G. 

                            • 11. Re: Can't Update Intel DSA
                              Intel Corporation
                              This message was posted on behalf of Intel Corporation

                              Hello SharkMeal

                              Were you able to follow the steps recommended?

                              Wanner G.

                              • 12. Re: Can't Update Intel DSA
                                SharkMeal

                                Hello Wanner G.,

                                 

                                I never received a private message.  Where was it sent to?  Is there a private message inbox on this website or did it go to my private email?

                                 

                                Sorry for the confusion.

                                -SharkMeal

                                • 13. Re: Can't Update Intel DSA
                                  Intel Corporation
                                  This message was posted on behalf of Intel Corporation

                                  Hello SharkMeal, 

                                  Yes, there is a private inbox that you can check on this Community. Make sure you are logged in to receive any notifications. 

                                  Wanner G.
                                  Intel Customer Support Technician
                                  Under Contract to Intel Corporation

                                  • 14. Re: Can't Update Intel DSA
                                    Intel Corporation
                                    This message was posted on behalf of Intel Corporation

                                    Hello SharkMeal, 

                                    Thank you for the information provided. We will pass this on to our developer's team. 

                                    Since this process may take some time, I wanted to let you know that Dell has it's own version of a software and driver tool called "Support Assist". You may want to try their tool since the drivers from Dell will be validated for your system (Dell XPS 13 9350) - see links below.

                                    Please let us know either way. 

                                    SupportAssist for PCs at Home
                                    https://www.dell.com/en-us/shop/supportassist-pcs-tablets-at-home/ab/supportassist-pcs-tablets-at-home

                                    Support for XPS 13 9350 Drivers & downloads
                                    https://www.dell.com/support/home/yu/en/yubsdt1/product-support/servicetag/3jsylc2/drivers

                                    1 2 Previous Next