Question

Can't find Px driver file that causes PSE 11 installation to crash on Windows 11

Forum|Forum|5 months ago
December 3, 2025
7 replies
620 views

I'm trying to install an earlier version of Elements (PSE 11) on a brand new Windows 11 machine. It says that "Px Engine Device Driver for 64-bit" has an issue, but I can't find any files like pxhelpa64.sys anywhere on my computer (not under Windows, anyway). Does anyone have any suggestions for what else the file might be called? I searched for "px" and got no results. The problem was solved by the Geek Squad previously by "deleting a device driver file" but no one there can tell me which file it was!

L

lady_6314

I am getting the same problem. Did you find a fix?

Greg_S.

Community Expert

@stacia_7721 said: It's confusing because you unzip the one, and then the other is separate.

You should not have to unzip anything. You should simply double-click on the Download.exe file and it will unzip the compressed file as part of the installation process (if it is in the same folder).

Greg_S.

Community Expert

Did you download the installation file from your Adobe account? If so, did you download both the Download.exe file and the Download.7z (compressed) file? You must download both files to the same folder before launching the .exe file.

6482025.12.06.png

S

stacia_7721Author

Hmm, I have both downloads but I'll doublecheck that they are both in the same folder. It's confusing because you unzip the one, and then the other is separate. I'm just wondering how you think that could affect having a driver file located somewhere on my laptop? I don't see the connection.

In other news, I just got my laptop back from Geek Squad, and they were unable to install PSE 11 (this time! They could do it last time!) because it's "incompatible". Mind you, they were able to find and remove the driver file the first time they installed PSE 11 for me. So, it's a real mystery why they somehow couldn't find it the second time. The fact that they just declared it "incompatible" makes me think the tech this time just didn't know what they were doing. 😞

Greg_S.

Community Expert

Is the new computer a Dell laptop? Even if it is not, try downloading and installing the Microsoft Visual Studio 2013 package. Install both the x64 and x86 versions of the file.

S

stacia_7721Author

It's an Asus laptop. Tried installing the Visual Studio files, but it's still throwing those errors. Arg. I appreciate your efforts to help me, Greg!

Greg_S.

Community Expert

What is the exact message that you are receiving? Provide a screenshot if possible.

S

stacia_7721Author

This is the exact message:

stacia_7721_0-1764956617398.png

S

stacia_7721Author

If I ignore the warnings (there are two identical popups) and let the installation continue, it hoses Windows. By which I mean that my computer goes into an unrecoverable state (while providing various options, none of which get you out of the unrecoverable state). I had Geek Squad repair the computer the first time this happened, and they said that they "deleted a driver file" but neglected to enter into the notes which file it was or where it was. I took my computer back to them when this happened again, and they have once again fixed it. I don't know if the notes will tell me what the issue was, specifically, this time or how they fixed it, but that would be nice! In the meantime, I have another new machine that I'm traveling with, and I'd sure like to be able to install PSE 11 on it so I can use it during my travels! That's why I'm still trying to track down this file on my own.

Greg_S.

Community Expert

I just responded to your duplicate question in another thread. You may have hidden files and file extensions turned off.

S

stacia_7721Author

Apologies for the two threads. I replied to the one that seemed relevant, and then remembered that last time I posted a question here, I was asked to create a separate thread. So I did that. 🙂 Unfortunately, I can't find any files that start with Px, anywhere in my Windows folder, even with file extensions showing and hidden files showing.

Jeff Arola

Community Expert

Look in

C:\Windows\System32\drivers

and rename these two files

PxHI64.sys and PxHlpa64.sys

to something like

PxHI64.sys.disabled and PxHlpa64.sys.disabled

You may not have both files, so just rename whichever one you do have

and then you should be good to go as far as using Windows 11 without getting the recovery thing when restarting

or starting Wimndows 11.

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