Article ID : 00021360 / Last Modified : 08/25/2016

A driver file cannot be installed after an operating system upgrade.

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There are several reasons why a driver file cannot be installed. Follow these steps to force the installation of the driver.

IMPORTANT: Before proceeding, make sure you have downloaded the driver file and saved it to an easy to find location on the computer. We recommend saving the file to the Desktop. Downloads are posted on your model support page.

  1. Locate and right-click on the downloaded driver file, and from the menu, click on Run as Administrator.

    NOTE: Follow the on-screen instructions to install the file.

  2. If the issue persists and the file will not install, right-click the driver file again, and from the menu, click on Troubleshoot compatibility.
  3. In the Program Compatibility window, click Try recommended settings.


  4. If the issue persists and the file will not install, start the computer in Safe Mode  and attempt the file installation again.

NOTE: If the file will still not install, there was a problem with the operating system upgrade and you will need to use the recovery partition or recovery media to reinstall the originally installed operating system in order to recover the complete functionality of the computer.