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- This article applies to version : 9.0
- This article applies to All OS
When I launch TELUS security services I get the following error message:"TELUS security services was unable to load a required security driver [PKT]. The Diagnostic Utility may be able to fix this problem". What should I do?

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Question: When I launch TELUS security services I get the following error message:"TELUS security services was unable to load a required security driver [PKT]. The Diagnostic Utility may be able to fix this problem". What should I do?

Answer: If the Diagnostic Utility repair did not resolve the issue:

  1. Open Command Prompt.
  2. Go to C:\program files\InstallShield Installation Information\
  3. Type pktinstall32.exe remove (pktinstall64.exe if it's a 64-bit operating system)
  4. Type pktinstall32.exe install (pktinstall64.exe if it's a 64-bit operating system)
  5. Try to launch TELUS security services.

If this solution fails:

  1. Open Command Prompt.
  2. Go to C:\program files\InstallShield Installation Information\
  3. Type pktinstall32.exe remove (pktinstall64.exe if it's a 64-bit operating system)
  4. Go to Control Panel.
  5. Click Device Manager.
  6. Click View at the top.
  7. Click Show Hidden Devices.
  8. Click on the plus sign (+) next to Network Adapters.
  9. Right-click on WAN Miniport(IP).
  10. Select Update Driver.
  11. Select No, not this time and then click Next.
  12. Select Don't search, I will choose the driver to install, then click Next.
  13. In the Installed Hardware box, select the last option: Add a new hardware device, then click Next.
  14. Click Have Disk.
  15. Click on the Browse button, then navigate to the InstallShield folder.
  16. Select the rp_pkt32_pf.inf file. (rp_pkt64_pf.inf if it's a 64-bit Operating System)
  17. Click on Open and complete the installation.

Date Revised:
18-May-10

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