Driver Install | shows Fatal Error during Installation

**Rollerr** · March 11th, 2008, 21:39 PM

Everything was working fine till last week and then this problem crops up.

OS: XP Pro SP2
Trying to install: driver for Motorola Q9H Smartphone USB Modem

Like I said everything worked fine without a problem.

Last week when I connected the Smartphone via USB to my laptop with XPProSP2, the laptop runs through the |New Hardware Wizard| and ends with an error message:

Cannot Install this hardware

There was a problem installing this hardware:

SmartPhone Wireless USB Modem

An error occurred during the installation of this hardware.
Fatal Error during installation

I tried using the supplied CD. Same error message
I tried using a downloaded driver file. Same error message.

I then try it on another XPProSP2 laptop. Works fine. Laptop recognises the Smartphone, installed drivers and hardware installed and working properly!!!

What do I do?

**Reverend** · March 11th, 2008, 22:20 PM

Have you installed any windows updates recently?

Have you tried system restore?

Is the modem listed in Device Manager, and are there any other modems listed?

**Reverend** · March 11th, 2008, 22:26 PM

You need to install the drivers before connecting the device.

**Rollerr** · March 11th, 2008, 22:45 PM

Originally Posted by Reverend

Have you installed any windows updates recently?

Have you tried system restore?

Is the modem listed in Device Manager, and are there any other modems listed?

There have been updates. On the other laptop, I have the same updates setting, hence assuming that the same updates are on that laptop and everything works fine on that.

I tried system restore. No luck there either.

Device manager shows the modems that came installed with my Dell Vostro. Nothing unusual apart from that.

**Rollerr** · March 11th, 2008, 22:47 PM

Originally Posted by Reverend

You need to install the drivers before connecting the device.

Not true on this. Connecting the Smartphone in 'Modem' mode is like using a USB drive. Plug In - Windows recognises, installs and start using.
That is how it used to work. Now, since the problem started, the install will not happen.

I even tried downloading the drivers manually from Motorola and try to install the drivers. Goes through the 'file moving' process and then back to the error message.

**FastGame** · March 11th, 2008, 22:54 PM

Does it do this on all USB ports ?

Go into Device Manager and un-install the USB ports, re-boot and then try the Smartphone.

Not true on this. Connecting the Smartphone in 'Modem' mode is like using a USB drive. Plug In - Windows recognises

Yes, but in order to do that it needs the drivers to be installed first .......

**Rollerr** · March 12th, 2008, 16:43 PM

No luck with the USB ports also.

Still getting Fatal Error message!

**rik** · March 12th, 2008, 21:47 PM

You will probably have to remove all evidence of the existing drivers, then reinstall them after rebooting.

**Rollerr** · March 12th, 2008, 21:51 PM

How do I do that?
Meaning what steps do I need to take to ensure that I have killed all existing drivers for this Smartphone USB modem?

**rik** · March 12th, 2008, 21:56 PM

My best guess would be to uninstall it either thru it's own uninstall feature or via Add\Remove Programs. Then search for and delete any Motorola folders that may have been left over. Uninstalls tend to leave remnants of garbage on your system all the time. These will sometimes cause problems when trying to reinstall.

If this doesn't work you may also have to go thru the registry looking for entries there as well.