Scope
This procedure is intended only if:
The Axia IP-Audio Driver fails to uninstall using Add/Remove Programs or the installer’s Repair/Remove option, and
You are unable to reinstall the driver because Windows reports it is already installed or partially installed.
⚠️ This procedure requires advanced Windows administrative access.
If you are not comfortable editing the Windows Registry or deleting system files, contact your IT department or Telos Alliance Support before continuing.
Problem
During the IP-Driver installation or removal, you receive an error message that the installer can not continue. In some cases, this can be a permissions issue. However, often it is necessary to remove the driver components manually.
This procedure requires using the Windows registry editor, and you will need administrative rights to the PC. Please proceed cautiously. Removing the wrong components from the registry could render your computer inoperable.
Please note that you must reboot your computer after ANY failed install attempt, come back to this document, and start again to ensure that you missed no items.
What are we doing and why
What this procedure does
When the IP-Audio Driver install or uninstall fails, Windows may retain:
Registry entries that indicate the driver is still installed
Driver files that are locked or orphaned
Installer metadata that prevents a clean reinstall
This procedure manually removes only those components so Windows no longer believes the driver is present, allowing a clean reinstall.
Phase 1 – Try the Safe Methods First (Required)
Windows Updates
Repair / Remove from installer
Reboot
If these steps succeed, stop here.
Phase 2 – Registry Cleanup (Advanced – Required if Phase 1 fails)
⚠️ Deleting incorrect registry entries can affect Windows. Only remove the keys listed below.
From the Windows start menu, select "Run."
From the Run menu, enter "regedit" and click OK.
In the Windows Registry Editor, Navigate to HKEY_LOCAL_MACHINE → SYSTEM → CurrentControlSet → Services as shown here ;
Delete ONLY the following keys if they exist. (to delete, right-click on each key and choose delete):
audioio
axiaadvd
axiagpior
axialwrd
AXIASP
axiawow
DO NOT DELETE: Audiosrv (it is in the middle of keys to delete... This is a core Windows Audio Service and is unrelated to the Axia driver.
Restart the computer
Phase 3 – Driver File Cleanup (Required)
Files are grouped by folder.
open Windows Explorer and navigate to the C:\Windows\System32\ folder and delete the file;
axiaasio-x64.dll
Navigate to C:\Windows\System32\drivers\ and delete the file;
axiawow.sys
From the folder C:\Windows\sysWOW64\ delete the files;
axiaadvd (application)
axiaadvd (text document)
axiaasio.dll
axiaeventslist.dll
axiagpior
axiagpvk
axialwrd
Open the C:\Program Files\Axia folder and delete the "Axia IP-Audio Driver" folder.
There could be other folders in the Axia folder. Please only remove the Axia IP-Audio Driver folder.
Restart the computer
Phase 4 – Reboot and Verification (Required)
After the computer restarts, you may try reinstalling the IP-Driver.
Phase 5 – Optional Cleanup (Only if Problems Persist)
Remove Old INF files
Through many Windows and Driver updates, installer files can become orphaned or corrupted. Please refer to this document to manually clean those up.
Use the Microsoft Tool
Microsoft has a tool to fix problems that block programs from being installed or removed. You can find a link to this tool by clicking here.
Try running the installer with the SKIPKERNELCHECK=1 option.
Open an Administrator Command Prompt by right-clicking on the Command Prompt icon in Windows and choose Run As Administrator (you may need to click More)
In the command prompt, change to the directory where your installer is saved. Run the installer program with the SKIPKERNELCHECK=1 option as shown here.
Let us know how we can help
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