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When you try to upgrade the video driver on a Windows Vista-based computer, the screen may go blank. In this situation, nothing happens when you move the mouse or when you press CTRL+ALT+DELETE. If you turn off the power and then restart the computer, the desktop is displayed correctly. However, you receive an error message that states that the newly installed driver is incompatible with Windows Vista.
This problem occurs under the following circumstances:
The driver queries Windows Vista for the available system memory.
Windows Vista issues an incorrect value in response to this query.
Service pack information
To resolve this problem, obtain the latest service pack for Windows Vista. For more information, click the following article number to view the article in the Microsoft Knowledge Base:
935791 How to obtain the latest Windows Vista service pack
A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing this specific problem. This hotfix might receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next software update that contains this hotfix.
If the hotfix is available for download, there is a "Hotfix download available" section at the top of this Knowledge Base article. If this section does not appear, contact Microsoft Customer Service and Support to obtain the hotfix.
Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft Web site:
Note The "Hotfix download available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.
The English version of this hotfix has the file attributes (or later file attributes) that are listed in the following table. The dates and times for these files are listed in Coordinated Universal Time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time item in Control Panel.
Windows Vista Ultimate, Windows Vista Starter, Windows Vista Home Premium, Windows Vista Home Basic, Windows Vista Enterprise, Windows Vista Business, Windows Vista Ultimate 64-bit Edition, Windows Vista Home Premium 64-bit Edition, Windows Vista Home Basic 64-bit Edition, Windows Vista Enterprise 64-bit Edition