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Jason Jones
Jason Jones, Computer Expert
Category: Computer
Satisfied Customers: 16625
Experience:  Over 10 years of professional experience.
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my computer running on windows 7 wont install new drivers

Resolved Question:

my computer running on windows 7 won't install new drivers for my new printer - I checked and the driver folder is read only so maybe that's why, I have another computer and the drivers installed fine on that one. I am unable to change permissions for the driver folder also - so I'm stuck
Submitted: 3 years ago.
Category: Computer
Expert:  Freddy M. replied 3 years ago.
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Hello my name isXXXXX look forward to assisting and am very sorry to hear that you are having this problem.
What model printer is it?
What happens when you try to install it?
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Customer: replied 3 years ago.

the printer is a brother HL5450DN, but actually this problem is generic to the PC, as it won't install the other printer I have also which is a DELL


I get a access denied message if I try to update drivers from the device manager, I I install via the gui the whole thing just hangs

Expert:  Freddy M. replied 3 years ago.
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What is the exact and entire error message?
Are you installing via usb?
What model Dell was the other printer in case they have anything in common?
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Customer: replied 3 years ago.

The printer is connected to the computer via a USB cable, and I am using the USB driver to install, the printer came with the install disk which is what I have used mainly.


 


From devise manager attempt to update driver I get this message


 



 


The DELL printer is a v313W but in my humble view this is not relevant as also mouse and keyboard drivers failed to update (although they do work at least!)

Expert:  Freddy M. replied 3 years ago.
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Is your account the only user account on the computer?
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Customer: replied 3 years ago.

it was, and it is an administrator account, however as I tried to fix the problem myself I have created another admin account and tried to install using that account instead but it still didn't work

Expert:  Freddy M. replied 3 years ago.
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What happened when you tried it on the second account?
Did you try both the device manager and download with the second account?
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Customer: replied 3 years ago.

yes and it was exactly the same

Expert:  Freddy M. replied 3 years ago.
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Even though you and the second account were administrators did you make sure to try and run them as one by right clicking? Without doing that by default windows tries to install as a standard user. Did you try using the hidden administrator account?
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Customer: replied 3 years ago.

I don't know how to do that, when do I right click exactly? and what is the hidden admin account?

Expert:  Freddy M. replied 3 years ago.
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Windows vista and windows 7 have a hidden administrator account as a precaution you can sometimes enable to try and get things like this to install. First let's try running it as admin first though. Right click on the downloaded brother driver installer and in the context menu click on run as administrator. Even though you are one this can sometimes help. Let me know the results when you can.
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Expert:  Freddy M. replied 3 years ago.
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If you have been using the disc, this is the download I meant: Click Here
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Customer: replied 3 years ago.

ok ran DPInst application from the download as instructed but nothing happened


 


 

Expert:  Freddy M. replied 3 years ago.
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Ok let's enable the hidden admin account and see if you can install using that.
You can get back to me if you lose me by going to justanswer.co.uk and clicking on my questions.

Click on start and type in cmd.
Right click on the command prompt and click on run as administrator.
When the window opens type this exactly as I have it:

net user administrator /active:yes

Press enter and you should get this which means it is enabled:

image

Log out of your account and log into that one, then see if you can install.
Let me know the results when you can, take all the time you need.
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Customer: replied 3 years ago.

I have the cmd window open, but what do you mean by "Right click on the command prompt and click on run as administrator" as I cannot right click and get any option like that sorry..

Expert:  Freddy M. replied 3 years ago.
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You would have done that before it opened, do not press enter in the search. Command prompt will show up on the list. You would right click on it there.
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Customer: replied 3 years ago.

Expert:  Freddy M. replied 3 years ago.
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That is what you want to see, it is activated now.
Log out of your account and log into that one, then see if you can install.
Let me know the results when you can, take all the time you need.
You can get back to me if you lose me by going to justanswer.co.uk and clicking on my questions.
.
Customer: replied 3 years ago.

no - still the same it just doesn't work


 

Customer: replied 3 years ago.

can you remote in or something - I think this isn't getting us anywhere?


 

Expert:  Freddy M. replied 3 years ago.
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Yes I can do that if you prefer. Please download and install teamviewer here: Click Here
When it opens it will give you a user ID and a password XXXXX need those two numbers to connect.
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Customer: replied 3 years ago.

353 289 813


 


1014

Expert:  Freddy M. replied 3 years ago.
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I am connecting now.
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Customer: replied 3 years ago.
Hello are you still on here?
Expert:  Freddy M. replied 3 years ago.
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It looks like the issue is with the usb controllers and not the driver, printer, or cable. I tried to get the machine to reinstall them but it is refusing to let me. I am out of ideas so I will opt out and leave this open to all experts.
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Expert:  Jason Jones replied 3 years ago.

Hello and thank you for your question today. My name is Jason. I look forward to helping you today.


I see that you have been working on this problem for quite a bit of time.

No extra charge:
Do you still need help with this problem? If so, may I start a screen sharing session on your computer and help you resolve the problem? I will send a remote link within minutes after your response, so please keep refreshing the page.


Thank you.
Customer: replied 3 years ago.
Hi Jason
I will log back in tomorrow if you are still interested
It is late heAr in I know now

Thanks
Phil
Expert:  Jason Jones replied 3 years ago.


Hello Phil,

I am totally up to do it now. It should only take approximately 10 to 15 minutes.

However, we can continue tomorrow, if you wish.

- Jason
Customer: replied 3 years ago.

thanks Jason, I can do it now, if you are available, or respond to this when you log on and I'll get a notification on my phone, look forward to solving the problem with you later


many thanks Phil.

Expert:  Jason Jones replied 3 years ago.


Thank you.

Please, click the following link and choose to run the remote application: http://166.78.231.170:8040/?Session=69569c0c-c8e7-4243-8af6-4f2b3d944acc

Expert:  Jason Jones replied 3 years ago.
Do you wish to do this now or at a later time?
Customer: replied 3 years ago.

sorry for delay I am here now if you are

Expert:  Jason Jones replied 3 years ago.


Please, click the following link and choose to run the remote application: http://166.78.231.170:8040/?Session=69569c0c-c8e7-4243-8af6-4f2b3d944acc

Customer: replied 3 years ago.

it is saying "joining your session"

Expert:  Jason Jones replied 3 years ago.
I am connected.
Expert:  Jason Jones replied 3 years ago.

All is now working.

If you ever wish to work with me in the future, you can ask your new questions and have them sent to me directly at the following page: http://www.justanswer.com/computer/expert-computertechmaster/

Thank you for your time and please, do not forget to rate my help below.

- Jason
Jason Jones, Computer Expert
Category: Computer
Satisfied Customers: 16625
Experience: Over 10 years of professional experience.
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