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Frequently Asked Questions General
G1. What is DriverAgent?

The DriverAgent will automatically identify your computer's hardware device information. You'll quickly identify and determine all of your hardware, and whether there's a newer driver available. This information is very helpful in the event you need or want to update the device drivers on your PC. The DriverAgent program is totally harmless and will not damage your system in any way. It is simply a tool which you can use to obtain useful information about your system.

A driver is a small piece of software that controls a device. Every device, whether it be a printer, disk drive, or keyboard must have a driver. Many drivers, such as the keyboard driver come with the operating system. For other devices, you may need to load a new driver when you connect the device to your computer. In DOS and Windows systems, drivers are files with a .sys extension. In Windows environments, drivers can also have a .drv or .vxd extension.

A driver acts like a translator between the device and programs that use the device. Each device has its own set of specialized commands that only its driver knows. In contrast, most programs access devices by using generic commands. The driver, therefore, accepts generic commands from a program and then translates them into specialized commands for the device.

YES

Drivers are not your ordinary software updates. The common point with these two is that they both often offer new and improved functionality and resolve technical issues.

You should always keep your drivers up to date as this will help you get the most out of your hardware and software.

Why use Driver Agent?

Just run our DriverAgent on your system and it will give you a detailed report on which drivers on your system should be updated.

Run the DriverAgent scan now.

Most driver files will come in a zip format. Packaged drivers can come in zip files or self extracting EXE files. A Packaged driver can contain drivers for multiple devices and should be installed in the following way. The first thing you will need to do is extract the zip file to a folder on your computer. Any new folder on the desktop, or on the C: drive will work just fine. To do so, right click on the zip file and choose "Extract All". If you do not see the words "Extract All, you may need to install a program like WinRAR or WinZip. You can download WinRAR from here. If the downloaded file is an executable .exe file, it often will automatically extract itself to a folder on your computer, make note of that directory to use when you tell Windows where the new driver is located. Within that zip file there will be a text document contain instructions on how to install it. Sometimes it is a file called SETUP that you merely need to click on to install. In some cases, you need to install the driver manually by doing the following:

  1. Right click on "my computer"
  2. Choose "properties"
  3. Choose "device manager" (In Windows 2000, you have to choose the "hardware" tab first and then "device manager"). This will display a list of the devices that are on your computer.
  4. Right click on the device and click "properties".
  5. Choose "driver" and click "update driver"
  6. You will be asked to browse for the new driver, locate the folder you placed it in choose the appropriate file.

Some drivers will come in a zip or cab file. If they do, follow the directions above for the previous question. If the driver is contained within a cab file, many compression-extraction programs (like WinZip) will be able to extract the files from the cab file as if it were a zip file.

In most cases, yes. Windows will automatically let you know if it needs to reboot before finalizing installation of the driver. Older versions of Windows are almost guaranteed to need a reboot. Modern versions of Windows will sometimes not need to, depending on the type of driver, and the hardware.

No! When you scan with DriverAgent, no other software is installed onto your PC. Our DriverAgent Scan Technology is 100% Guaranteed Adware Free, Spyware Free, and Virus Free.

certification logo error

Microsoft offers WHQL certification for drivers, effectively giving the driver a seal of approval. If a driver is not WHQL certified, you will see a warning message about it. Some hardware manufacturers choose not to have their drivers WHQL certified, or the drivers can be brand new, and not yet certified. It does not mean that the driver is bad, just that Microsoft has not officially certified it. It is typically completely safe to click the "Continue" button to install the driver.

DriverAgent is proud to support a long list of browsers: Internet Explorer versions 6+, Firefox 1.x and above, Opera 8+,Chrome, Mozilla, Netscape, SeaMonkey, AOL, K-Meleon, Phoenix, Firebird, Konqueror, Galeon, MultiZilla, and other Gecko-based browsers.

We make best efforts to support beta releases of these major browsers.

Safari is not currently supported.

Ok, this file is similar to a .zip compressed folder file however if you do not have winzip or winrar (2 leading unzip utilities) the built in unzip utility included in windows XP and higher will open it similar to opening a folder. But a few extra steps must be done to make it useable. 1. Make another folder and leave it open in a “my computer” or “windows explorer” window. 2. In a second window locate the .cab file and double click on it. 3. When it opens select all the files and folders in it and drag the over to the folder opened in step 1 4. You will be prompted to save the files all individually this is annoying but say yes to them all. 5. Close all the windows except for the step 1 folder. Now look for a setup application. If you find one run it. if you do not proceed to manual installation of a driver.
Manual installation of a driver 1. Click Start -> right click on my computer and select manage -> select device manager 2. Locate the device that is to be updated, right click on the device and select “Update Driver” 3. When the wizard comes up (if it asks to connect to the internet say not at this time) select the bottom options through the next two pages (these are the advanced / manual options) Note if you are updating an unknown device another window will open asking for the type/category of driver I suggest selecting a category or you will be waiting longer for a response from the computer as it tries to put up all catagories. 4. When the list box comes up select “have disk” at the bottom of the screen. Click on browse and use the dialog to browse to the folder where the driver is stored. Note sometimes drivers are in subfolders, make sure to select the correct subfolder if needed. 5. Click ok/open and ok again. In the listbox the driver should be displayed click on it. if there are 2 or more that are the same select the first, if there are many drivers listed all different please check for one that matches the listing in the driveragent window. Click next to install. 6. You may or may not be prompted to restart the system. we suggest that if prompted to then restart the system unless you are using the same package to update more than one driver such as in the case of Intel drivers where there may be several that all use the same file. in that case wait until you have installed all of the drivers for that package to restart.
First try clearing cookies: clear the cookies, close all browser windows, re-run scan, login.
First delete the Temporary Internet Files and Cookies in your web browser. Then close it and reopen it. Now go to https://secure.esupport.com, enter your username and password, check off the "Remember me until I log out" box, and then click login. The eSupport Login Page will automatically bring you to the site that you opened your membership with. Once you know what site you belong to, you won't have to use https://secure.esupport.com to login anymore. You can now login directly at either http://driveragent.com or http://biosagentplus.com.

In some cases, particularly when downloading large files, you may experience problems downloading files from the Internet. Using a download manager will help increase the speed and reliability of downloads. We recommend Free Download Manager which can be downloaded without charge at www.freedownloadmanager.org.

The likely cause is because you do not have a default browser set.  To set a browser as your default browser, follow the instructions below:

For Firefox:

1.  Open Firefox

2.  Click the 'Tools' Menu and then select 'Options' from the drop-down list. The 'Options' dialog box will open in a new window.

3.  Go to the 'Main' tab and then locate the 'System Defaults' section.

4.  Click the 'Check Now' button to have Firefox check whether it is the default browser. A 'Default Browser' dialog box will appear on your screen.

5.  Read the message and decide if you want to make Firefox your default browser. Click the 'Yes' button to select Firefox as your default browser.

For Internet Explorer:

1.  Open Internet Explorer

2.  Pull down the Tools menu and select Internet Options.

3.  Select the Programs tab.

4.  Click the box next to "Internet Explorer should check to see whether it is the default browser" and click OK

5.  Close Internet Explorer.

6.  Reopen Internet Explorer. A window will appear asking whether you'd like Internet Explorer to be your default browser.

7.  Click "Yes" to set your default browser to Internet Explorer.

DriverAgent

Because internal IDE and SCSI CD-Rom drives have been supported, without any drivers required, by Windows versions since 95, including Windows 98, 98SE, ME, 2000 and XP.

This means that your CD recorder or re-writer should be detected by Windows as a normal CD-Rom drive (read only), and function properly for the reading of CD-Rom discs. If it is not being detected as a writeable drive, you will need to install a CD recording package. CD recording software is not the same as drivers, and sometimes not included with the drive if it was purchased as an OEM unit, or perhaps as a used or refurbished unit.

However, if your CD-Rom drive is missing from My Computer, but listed in the Device Manager with an error, a minor change to your Registry is needed. See FAQ D17 for details.

In some cases, you need to install the driver manually by doing the following:

  1. Right click on "my computer"
  2. Choose "properties"
  3. Choose "device manager" (In Windows 2000, you have to choose the "hardware" tab first and then "device manager"). This will display a list of the devices that are on your computer.
  4. Right click on the device and click "properties".
  5. Choose "driver" and click "update driver"
  6. You will be asked to browse for the new driver, locate the folder you placed it in choose the appropriate file.

Please see FAQ "D13" if you are having difficulty with installing Intel Chipset drivers.

Certain hardware and operating system configurations can require different drivers under certain circumstances. DriverAgent will recommend alternate compatible drivers on the right side of the page (see illustration below) for those devices. If after loading the driver, it still shows as bad, or you have problems using or installing the driver, try installing one of the alternate drivers listed.

Other Drivers

In some circumstances, some antivirus products can corrupt downloads from our servers. Please disable your antivirus products when downloading from DriverAgent.com if you have this problem, or add DriverAgent.com to your trusted whitelist.

With some devices a driver can work with multiple model numbers. For Example, the driver for a Logitech MX900 mouse, also works with the MX1000 mouse, however the link may bring you to the MX900 page. The driver works for both devices.

In order to run the DriverAgent.com driver scan, or log in using your username and password, you must have cookies enabled in your browser, or add DriverAgent.com to your cookie-enabled whitelist. DriverAgent.com only uses cookies for internal tracking information and not for advertising or any other purposes, and will not use popups for advertisement. Please read our Privacy Policy if you have any further concerns.

DriverAgent.com provides an archive of the current driver, older drivers, and alternate drivers for devices, for your convenience. If there is a green check, you have the newest available driver. You are able to download the current driver for your own archiving purposes, or to download an alternate or older driver if you are having problems or conflicts with your current driver.

Any hardware devices installed in your computer that have the Question-Mark '?' and are in the "Other devices" category do not currently have any drivers installed. DriverAgent.com will always list these devices as "Bad" even if we cannot provide a driver file for them.

Yes, our payment page is secure, verified by Equifax Secure Inc. Any personal information you submit to us is encrypted and is not viewable by any unauthorized viewers. When you navigate to the payment page, you should see a "padlock" icon somewhere on your browser window. If you do not see the icon, right-click anywhere on the page, and select "view page info" or "properties", and you should be able to see our security certificate.

Yes, our ActiveX Plugin is secure. You can view the security certificate when it brings up the "Security Warning" window, and asks you if you want to install the plugin. Click on the "Touchstone Software" link within that window to view the certificate. Thawte guarantees that the plugin has come from our server, and the security certificate ensures that it has not been tampered with.

thawte certificate (older version of plugin used Verisign)

access violation

Some computers (particularly laptops) can sometimes experience issues when running a scan. It is due to the hardware-detection phase of the scan, and is not a serious problem, but can sometimes lock up the machine, requiring a reboot. This problem can be resolved by skipping certain portions of the scanning process. We have created a settings page for users to skip these portions of the scan. Please try skipping one part of the scan at a time until the scan functions normally. The first three options skip individual sections of the scanning process. Check the option you wish to skip, and then click on 'save settings'. The scan will now skip that particular search.

Windows XP has the ability to run programs in "Compatibility Mode", tricking the program into thinking it is running under a different version of Windows. If a user scans their computer with DriverAgent using a browser that is running in compatibility mode, the user will get the results as if they were running the operating system that was selected instead of Windows XP. To disable "Compatibility Mode" right-click on the browser icon, select the "Compatibility" tab and uncheck "Run this program in compatibility mode". Re-run the scan and DriverAgent will suggest the appropriate drivers for your system.

In the scan results page, if you click on the icon of a device (to the left of the name of the device) DriverAgent.com will display a list of all suitable drivers for that device, not just the newest driver. This is a valuable resource if you need an older version of the driver, or need a driver for a different operating system for that device. For example, if you are upgrading to Windows Vista, you can download the Vista drivers for your PC before you even install Vista, to make installation easier.

For Intel chipset drivers (version 8.2.0.1014 and later), you will need to run the installation program from the command line, adding the switch -overall

Earlier versions require you to run the installation program from the command line, adding the switches "-A -OVERALL" (in uppercase, without quotes). If you are having difficulty with this, please read this page for more detailed instructions.

Microsoft Windows recently changed to using a new method for communicating with audio devices, and requires that the HDAUDIO drivers be installed before installing the specific drivers for the audio device. If the HDAUDIO drivers are not installed first, the device will not work, and will not be detected properly by DriverAgent.

Please see this Microsoft Knowledgebase article about the issue.

Microsoft does not provide the driver for download. DriverAgent.com provides the download at the following locations, please select the appropriate download for your operating system:

Yes. An internet connection is required to download the correct driver but you can still use DriverAgent to locate the correct driver. We recommend whenever possible to have an active internet connection to use DriverAgent but if you are installing windows for the first time you may not have the drivers that you need for your network card and/ or modem. If this is the case please navigate to www.driveragent.com/c/manual and follow the on screen instructions for locating the appropriate driver for your network card and/ or modem. Once you have the driver installed you will be able to connect to the internet and should use DriverAgent to locate the rest of your drivers.

In order to download drivers, you must also allow a new browser window to be created, which is often denied by "popup blocker" software. Third-party browser addon toolbars such as Google, Yahoo, and MSN can block popups and cookies, and some firewalls can also do the same. If you are having difficulty accessing the DriverAgent.com website, please add us to your whitelist.

Although this is not infact a driver issue, it is often mistaken for one. Here is a simple solution to restore some Windows Registry Settings that cause this problem.

Note: This tip deals with editing the registry. It is always suggested that you backup the registry before making changes.

  1. Log on to Windows by using an account that has Administrator rights and permissions.
  2. Start Registry Editor - Click Start, click Run, type regedit, and then click OK. (Vista users omit "Run").
  3. Click on the plus signs (+) next to the following folders in the left side of the window:
    • HKEY_LOCAL_MACHINE
    • SYSTEM
    • CurrentControlSet
    • Control
    • Class
    • {4D36E965-E325-11CE-BFC1-08002BE10318}
  4. Look for any of the following names in the right side of the window:
    • UpperFilters
    • LowerFilters
  5. If any of the items above are listed, right-click on them and choose Delete.
  6. Save any open documents, and then restart your computer.
  7. Open My Computer and check to see if your CD or DVD drives have returned.
  8. You may need to reinstall CD or DVD burning software.
This is because the browser needs to be run as an Administrator. This can be done by right clicking on the browser icon and choosing RUN AS and then choosing ADMINISTRATOR. Then when the browser opens go to www.driveragent.com, log in, and run the WEB SCAN. It will now run without the ACCESS DENIED error.
DriverAgent's Driver Filtering feature allows the scan to show ONLY drivers from the original equipment manufacturer (OEM).  For example if you have a DELL computer with an NVIDIA video card, we will show you the latest driver regardless of whether the driver is from NVIDIA or DELL.  However, if you have Driver Filtering selected, we will only show you the driver from DELL.   This feature is helpful to those users who only want drivers from the OEM.

This is a brand new feature to DriverAgent. Not only can DriverAgent provide you with the most up-to-date drivers available anywhere, but it can now also provide you with updates for all of your installed applications as well. After running a DriverAgent scan, DriverAgent members will see a tab labeled INSTALLED SOFTWARE. Clicking on that tab will show you a list of all of your installed software and any available updates for that software. With this new feature not only can you keep all of your drivers up-to-date with DriverAgent, but all of your installed software as well. 


Firefox

Firefox requires that you add DriverAgent.com to your whitelist of trusted sites for extension installing. When attempting to run a scan on a computer for the first time, Firefox will drop down a small menu at the top of the page with a button that will allow you to add DriverAgent.com to your list of trusted sites. The menu looks like this:

Firefox Menu

Click on the "Edit Options" button, and then the "Allow" button to add DriverAgent.com to your trusted whitelist. The plugin will then be able to install, and run a scan of your system.

Some Firefox users that have been using the DriverAgent service for a long time may run into a problem where the scan plugin will appear to not be installed. The image below will appear on the scan page whenever we release a new version of the plugin:

Firefox Plugin Puzzle Error

The solution to this is to click on the puzzle piece. A dialog box will appear, with the option to "Manual Install" after a few seconds, like the image shown below. Click on "Manual Install".

Firefox Plugin Manual Install

Another Firefox window will open, with a small dialog box asking if you would like to install the plugin. After a few seconds, click on the "Install Now" button. The resulting "Extensions" window, the blank Firefox window, and the previous "Plugin Finder Service" dialog box can all be closed. Please then refresh the scan page, and the plugin should now function correctly.

The DriverAgent Netscape Plugin (Firefox, Opera and other browser compatible) can now be removed from within the Control Panel in Windows. Open the Control Panel, select "Add or Remove Programs", then select the DriverAgent Plugin from the list. If this does not work, please use the old instructions below:

The DriverAgent Plugin is safe to have on your computer. It is guaranteed adware/spyware/malware free. The entire file is only ~400 Kb in size (1/3rd of a floppy disk). and so does not take up much hard drive space.

  1. Go to C:\Program Files\Mozilla Firefox\plugins
  2. Delete the file "npagent.dll"

The directory to go to will be different if firefox was installed in a non-standard location. Uninstalling the plugin is similar for Opera users.


Internet Explorer

Windows XP Service Pack 2 added an Information Bar to Internet Explorer which presents a warning message when downloading an ActriveX control from a web page. To disable or enable this for ActiveX controls:

From Internet Explorer menu, Tools->Internet Options, Security Tab, Custom Level:
ActiveX controls and plug-ins -> Automatic prompting for ActiveX controls.
Set to enable to turn off the information bar for ActiveX. Set to disable to turn on the information bar for ActiveX.

This is a known bug with the Microsoft Windows 98/ME security update titled "Cumulative Security Update for Internet Explorer (912812)".

The DriverAgent ActiveX control will not install when this update has been loaded on to your computer. The installation will fail without any specific error message.

The ActiveXCheck program detect this situation - The error will be "(800b0111) The certificate was explicitly marked as untrusted by the user".

It has been identified that the problem with Windows Update Q912812 is with new version of URLMON.DLL installed by this update. To resolve this problem, restore this file to the previous version. The following program is available to restore URLMON.DLL to previous version. IMPORTANT: Close all programs before running this patch because it will automatically reboot the computer.
http://driverzone.com/urlmonfx.exe

An alternative to uninstalling the IE patch is to install Mozilla Firefox, a free web browser fully supported in DriverAgent.

For IE6 or earlier (See below for IE7):

  1. Go to C:\windows\Downloaded Program Files
  2. Delete the "DriverAgent ActiveX Control" file
"C:\windows" might be "C:\winnt" depending on which version of windows is installed. Also, the "Downloaded Program Files" directory name can change slightly, but it will be similar.

For IE7 and Vista:

  1. If you have IE7 browser open with DriverAgent, close it and open another IE7 browser window.
  2. From IE7, select Tools->Manage Add-ons->Enable or Disable Add-ons.
  3. From Manage Add-ons dialog, choose Show: Downloaded ActiveX Controls (32-bit)
  4. If the DriverAgent ActiveX Control is installed you should see it listed. Select it, then press Delete button.
NOTE: If you followed IE6 instructions to delete the DriverAgent ActiveX Control, it may not be completely removed. To verify, from DOS command window, change to directory "C:\Windows\Downloaded Program Files". If file "driveragent.ocx" exists, delete it.


Membership

No, As a DriverAgent member you'll be able to freely access all of DriverAgent's extensive driver database. There is no additional charge for downloading drivers.

When you are logged into DriverAgent, you can change your username or email address on the My Account page, found in the navigation, or by clicking on your username, located near the top right of the page.

If you have forgotten your password, please go to the login page, and click on the "Forgot Your Password" link, or click here. Enter your username and your password will be e-mailed to you.

Your username is the e-mail address you entered when subscribing to DriverAgent. If you have forgotten it, please contact TechSupport. Please have your name, Reference Number, or Order Number ready, so TechSupport can look up your username.

In order to provide a more secure online shopping experience for our customers, we have implemented the "Card Security Code" on our shopping cart. This verifies that the person placing the order is the card holder. The "Card Security Code" is also known as a CVV, CVC2, CID, or CVV2, and is a 3 or 4 digit number usually printed (not embossed) on the back of the card. American Express cards have the number printed on the front of the card, above the Credit Card number.

If you have any problems placing your order, or receive a notice of an invalid Card Security Code, please contact our Technical Support Staff with your order number, if you received one. Our support staff will be happy to assist you with your purchase, and can place the order over the telephone if you prefer.

There are three possible reasons for this: 1: The password is case sensitive make sure to use the exact password including any capital letters. 2: The password contains unicode characters: The way the system assigns passwords can cause it to use unicode characters such as ÿ,é, È, Ì, Ñ etc. The current login system does not allow use of these characters and will cause a rejection please email or call tech support to correct this issue. 3: It is possible that the password simply must be reset. Email or call tech support and they will reset your password for you. Please have your email address, or reference number ready, so the Technician can assit you.

Support Videos

See How Easy DriverAgent is!
Welcome to DriverAgent™





How To Log In to DriverAgent or BIOSAgent Plus





How to Manually Install a Driver





How Easy it is to Install a Driver using DriverAgent™





How to Install a Driver Using DriverAgent



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Thank you from the support staff at DriverAgent.com