Member Avatar for agh55

I run a HP Pavillion Desktop with windows 7. I have problem where I cant intall new devices, ie a mouse, MP3 player or an external hard drive. All existing devices work ok, ie mice, MP3 players and external hard drives. I get a message device driver not successfully installed. However if I start up in Diagnostic or safe mode the new hardware works perfectly, ie Drivers have loaded OK. I have updated all the drivers from the HP website and the problem still exists.

Can anyone help.

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Summary of what's already been tried and where to focus next: (HP Pavilion 6215UK, Windows 7 x64) reports new USB/peripheral devices load correctly in Safe/Diagnostic mode but fail to install in Normal mode (Device Manager: driver not installed). correctly checked driver bitness and vendor drivers; suggested a clean boot and has already disabled non‑Microsoft services with no change. That pattern makes a runtime conflict (startup item, kernel driver or filter) more likely than a wrong vendor INF.

Targeted, practical next steps (isolate first, escalate only if needed):

  • Perform a full Microsoft-recommended clean boot — disable non‑Microsoft services and also disable all startup items (msconfig: Selective startup → uncheck Load startup items; Services → Hide all Microsoft services → Disable All), then reboot. If installs succeed, use a binary re‑enable (half the items at a time) to find the offender.
  • Temporarily remove/disable security suites, USB utilities (vendor USB 3.0 tools), virtualization/backup drivers and any CD/authoring filters; these often load kernel drivers that Safe Mode skips. Avoid removing Microsoft services.

Gather diagnostic evidence (these entries usually show the real error):

  • After a failed install in Normal mode, examine C:\Windows\inf\setupapi.dev.log and Event Viewer → System for time‑stamped SetupAPI/Kernel‑PnP errors and the device’s hardware IDs (Device Manager → Properties → Details → Hardware Ids). Those log lines reveal the exact failure code or conflicting driver.
  • From an elevated command prompt run:
    sfc /scannow
pnputil -e

    pnputil -e lists driver packages in the store; look for old/duplicate OEM entries. Use pnputil -d only when sure.

If logs point to a kernel filter/driver that cannot be trivially disabled, consider backing up data and doing an in‑place repair install or factory restore as a final step. The most useful artifacts to read are the setupapi.dev.log lines and the hardware IDs; they typically make the root cause clear.

Recommended Answers

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Member Avatar for BigPaw

What is the specific model number of the HP Pavilion that you own. There are several different models and I wonder if you might be trying to install drivers for a different model?

Do you know how to open Device Manager?

Start > Right-Click Computer > Manager > Device Manager

Do you see any errors?

Member Avatar for agh55

thanks for the prompt reply
Model no is : HP6215UK
I have checked device manager and there is the following message;
Driver for this device is not installed ( code 28)
There is no driver selected for the device info set or element
I try to download from the web from the device manager and get the following message;
windows could not find driver software for this device. I have also gone to the manufactures website and downloaded the driver for the device, problem still exists.
I get this message for any new devices I try to install, but yet, the new devices work ok in safe or diagnostic mode

Member Avatar for BigPaw

Firstly you will need to check whether the version of Windows 7 you have is 32bit or 64bit. You can find out which, just to be sure, by looking here:

Start > Right-click Computer > Properties...

Just under where it shows what memory you have it will say whether you have a 32bit or 64bit system.

Use the appropriate drivers below for your system.

Member Avatar for stormal1

it sounds as tough a third party service may be interfering with those USB drivers.
At the run-line - run > msconfig.exe and go to the 'services' tab.
Check the box - 'Hide all Microsoft services' and then hit the 'Disable All' button. Click 'OK' and then reboot and all third party services will be disabled upon startup. See then if the USB devices work.
If they do, it will require a tedious process of elimination by re-enabling services one at a time and rebooting until you identify the particular conflicting service.

Good luck.

Edited by stormal1 because: typo
Member Avatar for agh55

Hi, I have updated all the drivers for my 64 bit PC, but the problem still exists. i have another reply from "stormal1" who advises to try another approach. Hopefully this will resolve the issue. Thanks for your help.

Member Avatar for agh55

I'm about to try the suggestion on the "sevices" tab. i must have approx 50 services and I have a concern if I disable all of these, will my PC reboot in to a useable condition. I recognise some of the services but only a very small number. I'm a novice and have this have this worry.

Member Avatar for stormal1

If you first "HIDE all Microsoft services" before hitting 'Disable All' your PC will reboot into a useable condition because all of the Microsoft services will still be enabled. Only Microsoft's services are required for what's known as a basic "Clean Boot".

Member Avatar for agh55

Hi, I tried as you suggested, by hiding all microsoft services and disabling the rest. I preformed a clean boot and the problem still exists. i would appreciate if you had any further ideas.

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