Dell XPS 13 with Intel HD Graphics 620. All drivers reported as up to date. But Windows feature updates always fail, and I have identified failure to install driver package k18647a.inf as the apparent cause. Any suggestions
What version of Windows 10 are you running? 1903? 1809? 1803? Other?
Are you using the driver provided by Dell? Do you have dual graphics?
What is your processor model number?
Which dell driver is prohibiting your update to 1903? 1709 is no longer supported.
Now, I need to say this - you should use only the drivers provided by Dell for your laptop.
If you do choose to use the Intel generic driver, you may loose some customization dell has made to the driver.
Here, you can find the standard and DCH drivers.
I would upgrade to 1903: https://www.microsoft.com/en-us/software-download/windows10
Then, I would use the DCH driver from my first link.
Also, before you do this, do you have dual graphics? Do you have a backup of your data?
The update to 1903 fails with error 0x800700002 - 0x20007 ...failed in the SAFE_OS phase with an error during INSTALL_DRIVERS operation. Examining the setupact.log indicates that the error relates to the driver package k18647a.inf, There is a folder by this name which contains Intel graphics control panel files: I wonder if they might be legacy/redundant? I have only installed Dell drivers, and Dell update reports that all drivers are up to date. I cannot update to 1903 because the process fails with the same error message every time. I am unclear when you ask about dual graphics. I run dual external monitors, connected to a Dell TB16 Thunderbolt dock (model K16A), which in turn connects to the laptop via USB-C.
Tried that - several times.: makes no difference. Is there any way of safely removing the driver package that seems to be blocking updates? Could it comprise superceded files that weren't propery removed when an update was applied? As the offending files appear to relate to the Intel Graphics control panel, which I don't use, is there any way I can remove that element and related files?
When I check the properties of the HD 620 driver, it lists a load of driver files in a folder named k12371.inf... . The same files (more or less), but older versions, appear in the K18647a folder that is causing the windows update failure. It therefore seems likely that windows update is trying to load older HD620 graphics driver files in addition to the current ones, and this is causing the updates to fail. How to fully remove the old files? I could delete the folder containig them (C:\Windows\System32\DriverStore\FileRepository\k18647a.inf_amd64_d30e8907e2541ff2), and perhaps search the registry for any references to this folder and delete them? Would I need to do anythig else? Any safer alternative?
Ok, something is hosed on your system.
Back up your data, and then "Reset This PC". This should correct whatever discrepancies there are. Once the PC is reset, then try the upgrade, but do not mess with any INF files or drivers.
Yikes. Reset would require me to reinstall all my apps and customised settings - from past experience, at least two to three days work: I use a lot of complex software. Surely there must be a less destructive solution?
No, you can choose to keep your apps and data.
Now, if you want another solution, do not keep messing with INF files. There is no need for you do do this. I suspect you have something tangled up and that is what is causing the problem.
You can try to completely remove the graphics driver.
First, download and save the most current driver for your graphics (DCH or Standard)
Disconnect from the net (turn off wifi or unplug LAN)
Go to the device manager.
Select the display adapter, and UNINSTALL (selecting the checkbox to delete the driver software).
Keep doing the above Uninstall (and required restarts) until you get to the Microsoft Basic display adapter.
Then, install the driver you downloaded and saved.
Then, reconnect to the net.
Now, there SHOULD be no problems with your graphics driver.
Then, from an elevated command prompt (or windows powershell admin), run SFC /scannow
Then, try to upgrade to w10 1903 from https://www.microsoft.com/en-us/software-download/windows10
Hmm. I tried your suggestion of uninstalling the display driver back to basic and reinstalling the latest version. Sadly, Windows Update failed with exactly the same error message. Do you think a repair upgrade might have a better chance of success?
I REALLY didn't want to set up my system from scratch, so ensured I had current backups and a restore point, and jumped through the necessary hoops to take control of the files in Driverstore\FileRespository, then deleted all the files in the folder that seemed to be causing my problem (and the folder itself). Held my breath and ran the update to 1903, which at long last completed successfully. I have to say "Don't try this at home", but for the record, it worked.
Thank you for sharing the steps that you have performed with the community, we appreciate it. I hope this information is helpful for other community members.
I will close this inquiry now. If you need further assistance, please post a new question.
Intel Customer Support Technician
Under Contract to Intel Corporation.