How to Resolve Driver Installation Failures Due to Phantom Device Problems

This article is about Total Phase software – but the suggestions can apply to any installation. Normally, installing software is a simple job, but sometimes it doesn’t work properly. For example, the driver installer program does not finish the installation process; the installer program hangs and shows the status "Removing phantom devices".

How can you fix it?

In short – uninstall and reinstall.

Here is a summary:

  1. Plug in the Total Phase device.
  2. Run the installation file
  3. Open Device Manager.
  4. Locate and right-click the desired device and select Uninstall.
  5. Unplug the Total Phase device.
  6. Plug in the Total Phase device
  7. Select the device on the Device Manager and select Update Driver Software.
  8. Ignore any error or warning messages that occur during the installation.
  9. After finishing the installation the device should be visible in the USB Controllers section of the Device Manager.

For details, please refer to the Knowledge Base article Driver Installer Stuck at: 'Removing phantom devices'.  This should resolve the installation issue, but if you still have difficulty, open a support ticket and include all details about the installation including any messages that occurred.

How do you prevent this issue?

  • Install the driver first – only plug in the device after installing the drivers.
  • Plug in the device through a “direct” USB port. Sometimes, connecting the device through a USB hub causes problems,  or any connector that is not hardwired  directly to the computer’s motherboard.
  • Although an exception was allowed in How can you fix it?, we recommend using signed drivers.  Signed drivers are digitally signed, which independently certifies the driver is from a known publisher.

Have any questions? Email us at sales@totalphase.com, or if you already own one of our devices and have a technical question, please submit a request for technical support.

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