Driver Fetch FAQ
Frequently Asked Questions
Below is a list of questions frequently asked by our customers. Please use the list to try and find an answer to your problem (chances are, someone else has had it too!) This list is updated regularly, so check back often!
- What exactly is a license key?
- Can I use the same license key on every computer in my home?
- I've purchased your product but the license key you've given me will not fit in the fields provided, what gives?
- My copy of Driver Fetch / File Helper / PC Medkit has somehow become uninstalled and I can't find anywhere to download it without paying again!
- I sent you a message but I never got a reply, when will I hear from you?
- You replied to my very first email but I've been sending you updates and I haven't heard from you since, what's going on?
- Will you charge my card automatically for a second year when the license runs out?
- Why are you charging me a VAT Tax?
- What is your refund policy?
- I'm getting an error message that says “You have exceeded the activation limit” and it is preventing me from using this product, what can I do?
- How do I uninstall Driver Fetch?
- Some or all of my downloads are failing or are slowed to a crawl but my internet is working perfectly, what can I do? (Driver Fetch)
- The drivers are all downloaded and show “Complete”; am I done?
- I've downloaded some of these drivers and I'm looking at the “Download” screen – what is the difference between a driver in this list that is “Complete” and one that's “Installed”? (Driver Fetch)
- I ran a scan, downloaded all the drivers and installed them each one after another. After a reboot and another scan all the same drivers appear, why is that?
- How do I open drivers that are in a ZIP file, RAR file, or a folder?
- I'm trying to install a driver that Driver Fetch has found but I'm getting an error that says “folder name exceeds 88 characters”, how can I install this driver?
- I purchased the High Speed Add-on but I can't find my license key or anywhere to download that program. Where can I get it?
- What is the Driver Fetch Exporter and how do I use it?
- Why did Driver Fetch recommend drivers that are older than the ones I have installed?
- I need a driver for my MONITOR / ROUTER / USB HUB / Converter cable but Driver Fetch couldn't find it!
- Why did Driver Fetch recommend drivers that are incorrect for my hardware?
- Driver Fetch has recommended that I install a driver for a printer that I've never owned!
- Does Driver Fetch work in Windows XP 64bit/Windows server 2003?
- Does Driver Fetch work in Windows 7? It's finding Vista/XP drivers for my new OS!
- I've installed a driver using Driver Fetch that doesn't match my hardware, how can I undo this?
- Driver Fetch says that it can't set a System Restore Point, it locks up or continually displays this message box, how can I continue?
- What is a “Site License”?
- Driver Fetch is crashing or acting really strangely, what's the deal?
- Driver Fetch User Guide
What exactly is a license key?
A license key is a string of characters that works a little like a password. Anyone can download our software to have a look at how it works but only paying customers have access to license keys that are used to activate the full version.
Your license key gives you access to one of our products for a specified amount of time, our standard licenses are all valid for a full year. The license also gives you access to our support team who can be contacted by clicking on the link "Ask us a question" which appears below each FAQ entry. These talented geeks are here to help you with any technical issues you might have while using any of our programs.
Can I use the same license key on every computer in my home?
A single license key is meant to be used by a single computer at a time. There is nothing stopping you from removing the program and installing it again on a second computer in your home after updating the first. The advantage of owning more than one copy of any of our products is that each of your computers can have the full software installed and active at the same time.
I've purchased your product but the license key you've given me will not fit in the fields provided, what gives?
All of our license keys are 20 characters long and formatted in four digit pieces like this:
Our keys contain only letters and numbers and never contain ZEROs or ONEs. If your license key looks different from this in any way it is not one of ours. It's possible that you have purchased a similar product from one of our competitors and have downloaded our software by mistake; this is surprisingly common. The license key from one company will not work with the software of another even if they are very similar in functionality.
Please double check your bill to see by whom you were charged and for which product. If you find a charge from our distributor, Clickbank, that indicates one of our products please get in touch with our support team using the "Ask us a question" link below and make sure to include the 8 digit receipt number that appears with that charge. We'll track down your order and have you set up with a working license key ASAP.
My copy of Driver Fetch / File Helper / PC Medkit has somehow become uninstalled and I can't find anywhere to download it without paying again!
Not to worry! Here are direct links to the installation software for each of our products:
I sent you a message but I never got a reply, when will I hear from you?
Our support team works and lives in beautiful British Columbia and though dedicated we do not work around the clock, 24/7; our support desk is open during regular business hours on week days with a reduced schedule on weekends. Each ticket we receive is carefully read and considered in its entirety before we take the time to write back; under ideal circumstances this can take up to 24 hours after you've sent the ticket. During particularly busy times this delay can be a little longer.
If you've registered a support account and filled out a ticket please be patient as we are getting to you as quickly as we can. If you have not yet done so you can follow the link below ("Ask us a question") to register your support account.
If you've sent an email message directly to “email@example.com” you should have received a reply automatically that points you towards our support portal where you can create an account. You'll need to do this to ensure that your message reaches our team.
You replied to my very first email but I've been sending you updates and I haven't heard from you since, what's going on?
Did you press the "Reply" button while reading the automatic notification email that was sent to you when your ticket was last updated? These emails are intended only to alert you when we've replied to your ticket; in order to get back in touch with us you must follow the link provided in the email to view and update the ticket.
Emails sent from NOREPLY@blitware.com say: "Do not reply to this message, it will not be received" and go on to give instructions on how to come back to our support portal to update your ticket. Alternately if you click on the "Ask us a question" link below you can log into your support account to see all of your messages to us and our replies back to you.
Will you charge my card automatically for a second year when the license runs out?
We do not automatically charge or renew any of our customers' accounts when they expire. When the expiration date approaches the software will gently remind you to renew whenever you run the program.
Why are you charging me a VAT Tax?
All taxes and other applicable fees are added automatically by our distributor, Clickbank. You can get more information about clickbank and it's application of this particular tax by following this link:
What is your refund policy?
If, before 60 days from the original purchase, you are dissatisfied with a product purchased from Blitware and request a refund, we will credit the original purchase price back to the you. The refund credit will be applied only to the account used to make the original purchase.
When contacting Blitware Support our first response will be to attempt to assist you with the use of the product. The assistance may include technical support, additional product instructions, and requests for additional information with regards to the your use of the product. If you're still not satisfied we will happily issue a refund for your purchase.
Blitware will issue a refund for a sale for several reasons, including but not limited to:
- Customer dissatisfaction with the product that cannot be resolved
- Verifiable information that the original purchase was made using fraudulent or unauthorized payment
- To ensure compliance with any banking or payment processing partners
I'm getting an error message that says “You have exceeded the activation limit” and it is preventing me from using this product, what can I do?
All our products are limited to how many times they can be 'activated', or installed. This is a soft limitation that's intended only to deter illegal copying of the software and can always be extended for legitimate customers that exceed the limit. If this has happened to you get in touch with our support workers using the link below; we'll try our very best to get back to you letting you know we've fixed the problem within 24 hours.
How do I uninstall Driver Fetch?
To uninstall Driver Fetch click the Start button and then Programs (or "All Programs" depending on which version of Windows you're using), then "Driver Fetch". There should be a shortcut called "Uninstall", which will remove Driver Fetch from your system.
Some or all of my downloads are failing or are slowed to a crawl but my internet is working perfectly, what can I do? (Driver Fetch)
Sometimes Driver Fetch has a hard time connecting to the internet through an active firewall. Try disabling Windows Firewall and/or any other Firewalls you may have active temporarily while running Driver Fetch and see if that makes any difference.
Exiting and re-opening the software can 'kick-start' a download that might be held up along the way. To close the program look for a little green icon near the clock on your task bar, it has a white dog on it; right click on this icon and select “Exit”.
Relaunch the software by double-clicking on the "Driver Fetch" shortcut on the desktop. Your downloads should automatically reconnect after running a scan and clicking the download button; you shouldn't lose any progress.
The drivers are all downloaded and show “Complete”; am I done?
It's important to realize that after performing a scan and downloading all of the new drivers that Driver Fetch has not yet applied these new settings. In order to apply the new drivers to your system you must go down the list and click the install button for each driver, which will launch that driver's own install program.
This manual step is necessary because each driver that is downloaded by Driver Fetch is likely to be made by a completely different group of people with different ideas of how a driver should be installed. This makes it impossible for Driver Fetch to simply apply each and every driver itself after they've been downloaded.
When you click the install button a number of things can happen:
An installer for the driver may launch right away and begin installing. A great deal of the drivers found by Driver Fetch can be applied this easily right away.
A folder may open, displaying a number of files. If this happens you must look for an .exe file (setup.exe and install.exe are the most common), double click on this file and the launcher will begin. If there is no .exe file look for a file that ends with .inf instead. If you spot one of these you must right-click and select "install" from the menu that appears.
Very similar to #2, except that the folder is actually 'archived' (or 'zipped'). This is essentially a folder that could contain many files scrunched into a tiny package. If you have an archiver (winzip, winrar, or 7zip are examples) the file will open with that program when you click 'install' from Driver Fetch. If you get an error that you can't open the archived file you can download 7-zip for free from www.7-zip.org.
I've downloaded some of these drivers and I'm looking at the “Download” screen – what is the difference between a driver in this list that is “Complete” and one that's “Installed”? (Driver Fetch)
The status tags "Compete" and "Installed" simply show whether you have attempted to install a driver or not. After scanning and downloading drivers they will all appear as "Complete" when the download finishes entirely. As soon as you click on the Install button next to a driver the tag changes from "Complete" to "Installed" to indicate which in the list you've already attempted.
I ran a scan, downloaded all the drivers and installed them each one after another. After a reboot and another scan all the same drivers appear, why is that?
In rare cases Driver Fetch cannot determine whether you have successfully installed a driver on certain computers. This will cause the behavior you're seeing - Driver Fetch will keep telling you to download the same driver.
We are working on a resolution to this issue right now, however I can assure you that if you've installed the driver once it is present on your system and you don't need to do anything further.
How do I open drivers that are in a ZIP file, RAR file, or a folder?
Before installing drivers that are in a ZIP or RAR archive file, you must extract them. The ZIP format is supported automatically on all Windows computers running XP and any later versions. The RAR format requires special software to open. We recommend 7-Zip, which you can download here: http://www.7-zip.org/download.html.
When you've opened the archive file, extract the contents in to a folder on your desktop.
To install the files from an archive or folder, the first thing you need to look for is a "Setup.exe" file (or something similar). Running this will launch the installation of the driver package.
If there is no "Setup" file, look for an "Inf" file (ie, Driver.inf) and try right-clicking on it and choosing "Install". This will launch Windows' own driver installation process.
I'm trying to install a driver that Driver Fetch has found but I'm getting an error that says “folder name exceeds 88 characters”, how can I install this driver?
If you receive an error message that says the path name is too long (it may mention "88 characters" or it may not) all you have to do is extract the contents of the ZIP file into a temporary directory before running the install program. Certain drivers have a really hard time installing while all of their files are inside of a zip file. To do that, from the archive manager select "extract" and select a directory to temporarily store the files. Browse to that folder, and try the installer again.
I purchased the High Speed Add-on but I can't find my license key or anywhere to download that program. Where can I get it?
The Driver Fetch High Speed Add-on does not actually have a piece of software of its own that you need to install. It's basically a "flag" on your account that tells our servers that you are a preferred customer and connects you to our fastest possible server as you download. If you've paid for the Add-on you can be sure that it is active and working properly.
What is the Driver Fetch Exporter and how do I use it?
The Driver Fetch Exporter lets you find drivers for a computer that is for one reason or another unable to connect to the internet itself. You can use this feature to find a network driver for a computer to then get that computer online again. Basically it saves the results from a scan from an offline computer and uses those results to download and package up the applicable drivers using a second, internet connected, computer.
To use the Driver Fetch Exporter follow these steps:
Download Driver Fetch (from here: http://blitware.com/products/driverfetch/download/installer/ )
Put the Driver Fetch installer on a USB thumb stick or CD and install it on the offline computer.
Run Driver Fetch on the offline computer, and choose "Exporter".
Press "Export" and choose a location to save the exported driver scan results.
Move the exported driver scan result file back to your online computer, then open it (it opens automatically in your web browser).
Press the big "Get Drivers" button. You'll then see a list of the driver downloads that are available for the offline computer
Save these drivers back to the USB drive or CD, transfer them back to the offline computer and install them from there.
Why did Driver Fetch recommend drivers that are older than the ones I have installed?
Our driver database is constantly growing as we receive updated drivers from hundreds of different sources. It can take a little time for these “new recruits” to be sorted and scanned in order to be distributed to our customers via Driver Fetch. If you've recently downloaded the latest drivers directly from your manufacturer's website it is possible that they are more current than the ones offered by Driver Fetch in which case you're better off sticking with the driver you have than the one Driver Fetch offers you.
I need a driver for my MONITOR / ROUTER / USB HUB / Converter cable but Driver Fetch couldn't find it!
None of these devices typically need drivers themselves. There are a few exceptions, such as monitors that have built in sound cards or data card readers, but in general all of these devices are “plug and play”. If your monitor isn't displaying as nicely as you'd like you may need a driver for the graphics card inside your computer.
If your router isn't working you may need to update the device's “firmware”. This is basically the router's internal software but it's not something that Driver Fetch is designed to find, you'll need to go to the manufacturer's support page to find this software. Routers do not require that each computer that they serve install a driver for it; however if you're having trouble connecting any given computer to a network you may need to update the driver for the network card inside the computer itself.
USB Hubs, like routers, don't need special drivers but the devices that plug into the hub might. USB Hub devices come in a wide range of quality and many of them are just not very good to start with and may cause perfectly functioning hardware to act strangely. Try plugging any device you're having trouble with directly into your computer.
“Converter cables” such as a USB to SERIAL cord sometimes require drivers themselves but whichever device you're trying to attach with the converter will definitely require a working driver. If the device you're using is very old (as is likely if it uses a serial plug) and the computer is using a modern operating system (such as Vista, Windows 7, or even XP) there's a very real chance that there are no drivers available for the device. If you get in touch with our support team we can do our very best to hunt down these elusive drivers but often enough we find that the device is simply obsolete with no drivers to be found.
Why did Driver Fetch recommend drivers that are incorrect for my hardware?
Driver Fetch is pretty good at finding a great deal of drivers for a plethora of devices and uses a variety of means to detect your hardware and match that hardware to working drivers. There are literally millions of different hardware combinations active in North America alone and because of the staggering variety there are bound to be certain systems on which Driver Fetch does not provide perfect matches.
In situations where Driver Fetch isn't able to deliver the correct driver for your system we have a fantastic team of support workers who can help you to track down a working driver so don't hesitate to get in touch with us using the link below.
Driver Fetch has recommended that I install a driver for a printer that I've never owned!
Driver Fetch occasionally detects what we like to think of as "phantom" printers here at the support desk. Whenever a device, particularly a printer, is plugged into a computer it can leave behind a 'fingerprint'. Driver Fetch will often pick up on this fingerprint long after the device is gone. This can seem especially strange when these drivers appear in the results and the customer has never even heard of the printer in question, never mind had it plugged into the computer. This could be explained if your operating system was installed by the computer's manufacturer. If they use a printer in their testing procedure or even if their standard install image has one of these digital 'fingerprints' Driver Fetch can sometimes spot them and believe that you're in need of a new driver for a printer.
If you have any problems finding a printer driver using Driver Fetch just send our talented support team the make and model number of the device and let us know which version of Windows you use and we'll do our very best to find a working printer driver for you.
Does Driver Fetch work in Windows XP 64bit/Windows server 2003?
Driver Fetch is capable of scanning and attempting to find drivers for this operating system but because of the very narrow scope of hardware that can run this old operating system the results may not be perfect. Unfortunately the 64bit version of Windows XP is the least well supported operating system released in the last 10 years.
There's actually a really simple explanation as to why this is: when XP was in its prime 64 bit chips were far more rare than they are now and the consumer market wasn't interested in 64 bit operating systems. As a consequence many popular software programs were never released with XP64 versions and most hardware companies never bothered writing drivers for their computers to use that OS. This vicious cycle of unpopularity has resulted in an operating system that is very very picky about the hardware with which it will operate.
Does Driver Fetch work in Windows 7? It's finding Vista/XP drivers for my new OS!
Driver Fetch is fully supported for use in a Windows 7 environment but because the operating system is still so new there are thousands of devices that still do not have Windows 7 drivers. There are many new Windows 7 drivers being released every day by dozens of hardware companies and our database of drivers for that operating system is growing constantly. Unfortunately not every piece of hardware will ever see a driver for use with Windows 7; eventually all hardware becomes obsolete and it's entirely possible that the reason Driver Fetch can't find drivers is because no applicable drivers exist. In this case Driver Fetch may recommend more generic drivers in the hopes that they might function with your system; if you have any doubt about whether or not your computer is supported for use with Windows 7 follow this link to find out:
I've installed a driver using Driver Fetch that doesn't match my hardware, how can I undo this?
If you want to reverse any changes that Driver Fetch makes to your system you can use the Windows Restore Point that is automatically created each time our software is run. Open Driver Fetch and select "Settings". Click on the link to "Rollback" and follow the further directions in order to restore your system to a previous state.
Even better if you want to roll back only the troublesome drivers, you can click:
Start > Control Panel > Device Manager
Look for the offending driver, right click and select properties. There should be an option to roll back the driver to a previous setting.
Driver Fetch says that it can't set a System Restore Point, it locks up or continually displays this message box, how can I continue?
This is a known bug that has been fixed in more recent releases of Driver Fetch. If you update your copy of Driver Fetch the warning message that a restore point cannot be created will only appear once and the program will continue to function. You can download the latest version of Driver Fetch here:
There are any number of reasons why Driver Fetch might fail to set a restore point. The most common of them is being logged in as a user who does not have "Administrator" rights.
You can try to set a restore point manually in order to have this safety net. The restore point allows you to easily reverse any changes our products make to your PC and "restore" the system back to the functionality it had when the point was created.
To do this click Start>Programs>Accessories>System Tools>System Restore. Opt to create a restore point and if you need to use it you can do so in the same place.
What is a “Site License”?
A site license for Driver Fetch is designed primarily for small computer service shops where drivers are updated on many computers over the course of a day or week; Driver Fetch can make that process much easier. A Site License is not limited to a single PC as is the standard license but is still subscription based and will expire after a year.
Driver Fetch is crashing or acting really strangely, what's the deal?
Please get in touch with our support team using the link provided below and explain to them exactly the behavior you're seeing. If you're getting an error message of some kind pass along the exact wording from the error, if you can. While you're waiting for a reply you can try a pretty universal fix for strange acting software; most software problems can be solved the same way:
The first thing you should try is to reboot your system and try running Driver Fetch before launching any other programs. It's possible that DF is disagreeing with another piece of software which is causing it to crash.
If that doesn't fix the problem you should try reinstalling the software entirely. If there was an issue while installing in the first place this is the best way to fix it. It's important when installing software that you run as few other applications as possible to prevent strange things from happening so running the installer right after a reboot is your best bet.
To uninstall the program open the "Driver Fetch" folder in the Start Menu; there should be a shortcut called "Uninstall", which will remove Driver Fetch from your system. To reinstall Driver Fetch download and run this application:
Driver Fetch should open again after installation; if the problem persists drop us a line and we'll be happy to help you work through it.
Driver Fetch User Guide
Welcome to the Driver Fetch user guide! We've taken every effort to make Driver Fetch as easy to use as possible, but just in case you run in to a problem using the software, we've put together this handy guide for you.
Downloading Driver Fetch
Downloading the Driver Fetch installation package to your computer is the first step to updating your drivers. Here's the link you need to download Driver Fetch :
The Driver Fetch installer is around 7MB, and will take 10-20 seconds to download on most broadband connections. When it's done downloading, open it (by double-clicking on it) to begin the installation process.
Installing Driver Fetch
When you double-click on the Driver Fetch installer, you'll be taken to the installer's welcome screen. It should look something like this:
Press "Next" here. The next screen you'll see is the End User License Agreement. This screen gives you the terms and conditions for using our software. Please do read it!
When you're done reading the EULA, and assuming you find it acceptable, please select "I accept the terms and conditions" then click "Next" to move on.
You'll be offered to install the "Ask Toolbar" which you can opt to do or not at your own discretion.
I'm going to turn it off in this case. After this screen Driver Fetch will install itself and then launch
Before the installation is complete Driver Fetch will display this screen which allows you to choose some basic functionality with the program before getting started. Leaving all three of these boxes checked will result in Driver Fetch to set up a weekly scan schedule and launch each time you start windows. Don't worry if you're not sure about this right away as you can always change these options again from the settings screen.
Using Driver Fetch for the first time
Congratulations! Driver Fetch is now installed on your system. You can now use it to update your system's drivers in just a few easy steps, which we've outlined for you below.
Driver Fetch should now be running on your system, waiting for your input. If it's not, you can launch it again from the "Driver Fetch" shortcut on your desktop.
Before heading directly for the Start Scan button why don't we take a look at the Settings tab.
From here you can change quite a few different things including those three options from the install process. You can turn on or off the automatic creation of system restore points (though it's highly recommended you leave this option on) and you can even choose the directory where you'd like the temporary installer files for each driver to be stored. Another handy feature is the ability to use Driver Fetch through a proxy server.
When you're done here go back to the Scan Now tab and press that big "Start Scan" button to get moving. This will launch a 1-minute process that will look for new drivers for your computer. For best results, please don't interrupt the process once you start it.
When Driver Fetch finishes its scan, it will present you with a driver report. The driver report will allow you to inspect the devices that Driver Fetch recommends you update, and deselect any devices for which you don't want new drivers.
If you haven't registered your copy of Driver Fetch, you'll be prompted to do so when you press "Get Drivers", as you can see here:
How to bring up the registration dialog if you ever need it again
If you ever need to bring up this dialog again, just press "About", then "Register". If the button says "Renew" instead of "Register" that means that Driver Fetch is already active and working.
Once you've entered your license key, press "Activate". You will receive notification that the activation was successful, like this:
How to verify your successful activation, and check the status of your license
To verify your activation, and to check to see the status of your license (like how long until it expires), press "About" in Driver Fetch. You'll be taken to the following screen, which clearly shows your license key and how long until it expires. It also lets you renew your license.
Using Driver Fetch to install new drivers
Once your copy of Driver Fetch is registered and activated you'll have full access to the download manager. From this screen you can start any given driver downloading and see its individual progress.
Once a driver you need has finished downloading, you can launch it directly from Driver Fetch by clicking on the "Install" button next to it. When you do this, one of three things will happen:
1. The driver package will launch an installer.
This is the most common case. Just follow the steps in the installer to install your driver. You may be required to reboot, but don't worry - the rest of your downloads will be preserved. For an example I launched the installer for the driver for my computer's audio device and it looked like this:
2. A folder will open showing the contents of the driver download.
To install the files from a folder the first thing you need to look for is a "Setup.exe" file (it could also be "Install.exe" or something similar). Running this will launch the installation of the driver package at which point you just need to follow along with the remaining install instructions.
If there is no "Setup" file, look for an "Inf" file (ie, Driver.inf) and try right-clicking on it and choosing "Install". This will launch Windows' own driver installation process.
3. The driver package will launch a ZIP or RAR archive file rather than a normal folder.
Sometimes vendors choose to deliver their drivers to us as archived folders, usually using the RAR or ZIP format.
If you've downloaded a ZIP file, your Windows system should be able to open it natively. It will look like a normal folder.
If you've downloaded a RAR file, you'll need special software to open it. We recommend you use 7zip (free), which you can download here: Download 7zip.
You can typically launch the installer directly from a ZIP or RAR file but in some cases you may get an error that says the 'path name is too long' (it may mention something about "88 characters" or it may not) all you have to do is extract the contents of the ZIP/RAR file into a temporary directory before running the install program. Certain drivers have a really hard time installing while all of their files are inside of a zip file. To do that, from the archive manager select "extract" and select a directory to temporarily store the files. Browse to that folder, and try the installer again.