Microsoft KB Archive/236437

= "Internal Error 2351" or "Internal Error 2355" error message when you run Office 2000 Setup =

Article ID: 236437

Article Last Modified on 1/24/2007

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APPLIES TO


 * Microsoft Excel 2000 Standard Edition
 * Microsoft Access 2000 Standard Edition
 * Microsoft FrontPage 2000 Standard Edition
 * Microsoft Outlook 2000 Standard Edition
 * Microsoft PowerPoint 2000 Standard Edition
 * Microsoft Publisher 2000 Standard Edition
 * Microsoft Word 2000 Standard Edition
 * Microsoft Office 2000 Premium Edition
 * Microsoft Office 2000 Professional Edition
 * Microsoft Office 2000 Standard Edition
 * Microsoft Office 2000 Small Business Edition
 * Microsoft Office 2000 Developer Edition

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This article was previously published under Q236437



Important This article contains information that shows you how to help lower security settings or how to turn off security features on a computer. You can make these changes to work around a specific problem. Before you make these changes, we recommend that you evaluate the risks that are associated with implementing this workaround in your particular environment. If you implement this workaround, take any appropriate additional steps to help protect your system.

Warning This workaround may make your computer or your network more vulnerable to attack by malicious users or by malicious software such as viruses. We do not recommend this workaround but are providing this information so that you can implement this workaround at your own discretion. Use this workaround at your own risk.

Note An antivirus program is designed to help protect your computer from viruses. You must not download or open files from sources that you do not trust, visit Web sites that you do not trust, or open e-mail attachments when your antivirus program is disabled.

For additional information about computer viruses, click the following article number to view the article in the Microsoft Knowledge Base:

129972Computer viruses: description, prevention, and recovery



SYMPTOMS
When you run the Setup program for Microsoft Office 2000 or any Microsoft Office 2000 program, you may receive one or both of the following error messages:

Internal Error 2351: Please contact product support for assistance.

Internal Error 2355: Please contact product support for assistance.

When you click OK, Setup continues. When the Setup program is complete, your operating system may not start correctly when you restart your computer.



CAUSE
This problem occurs when the Setup program cannot extract one or more files from the cabinet files that are included on your Microsoft Office 2000 CD.

When you receive either of the error messages that are mentioned in the "Symptoms" section, a needed file may have been removed from your computer's hard disk. If this is the case, your operating system may not be able to start correctly.



RESOLUTION
There are multiple workarounds that may be able to correct this problem. The following explains the various workarounds that you can use. For maximum effectiveness, try these workarounds in the order that they appear in:
 * If the Error Message Is Still on the Screen
 * If Your Operating System Does Not Start Correctly
 * Clean the Office 2000 CD-ROM
 * Log on as Administrator (Microsoft Windows XP, Microsoft Windows NT 4.0, and Microsoft Windows 2000 Only)
 * Check for Alternate Installation Locations
 * Slow Down the CD-ROM Drive (Microsoft Windows 95, Microsoft Windows 98, or Microsoft Windows Millennium Edition (Me) only)
 * Install Microsoft Internet Explorer 5 (Microsoft Windows 95, Microsoft Windows 98, or Microsoft Windows NT 4.0 Workstation only)
 * Install Microsoft Windows Installer version 1.2 (Windows 95, Windows 98, or Windows NT 4.0 Workstation only)
 * Make a "Flat" Copy of the CD Contents
 * Obtain and Install Service Pack 6a or Later (Microsoft Windows NT 4.0 only)
 * Turn Off and/or Remove Antivirus Software
 * Contact Microsoft Product Support Services

If the Error Message Is Still on the Screen
If the error message is still on the screen, press and hold down the ESC key on your keyboard until you receive one of the following error messages:

Are you sure you want to cancel Office setup?

Are you sure you want to exit Office setup?

Click Yes to cancel or to quit the Setup program. The Setup program will undo any changes that it has made to your computer. When the Setup program is complete, restart your computer, and make sure that your operating system starts correctly. If it does not start correctly, contact Microsoft Product Support Services if you need help repairing your operating system.

After you verify that your operating system starts correctly, continue to the "Check for Alternate Installation Locations." section.

If Your Operating System Does Not Start Correctly
If you clicked OK and continued to the end of Setup after you receive either of the error messages that are mentioned in the "Symptoms" section, your operating system may not start correctly when you restart your computer. If this problem occurs, contact Microsoft Product Support Services if you need help repairing your operating system.

Note that you should not lose data if your operating system does not start. The Setup program does not affect any documents that you have stored on your computer's hard disk.

After you verify that your operating system starts correctly, continue to the next step.

Clean the Office 2000 CD-ROM
Examine the silver side of the CD-ROM for scratches that may prevent the CD-ROM drive or DVD-ROM drive from reading it. If there are no scratches, the CD-ROM may need cleaning.

To clean the CD-ROM, gently wipe the silver side of the disc with a soft, lint-free cotton cloth. Do not use paper cloth. Paper cloth can scratch the plastic and leave streaks. When you clean the CD-ROM, wipe from the center of the disc outward. Do not use a circular motion.

Log on as Administrator (Windows XP, Windows NT 4.0, and Windows 2000 Only)
If your operating system is Microsoft Windows XP, Microsoft Windows 2000, or Microsoft Windows NT 4.0, log on as the user "Administrator", and try to install Office.

Check for Alternate Installation Locations
If your computer contains more than one CD-ROM-compatible drive (for example, another CD-ROM drive, or a DVD-ROM drive, or a CD-RW drive), and if you receive either of the error messages that are mentioned in the "Symptoms" section, cancel Setup (using the steps shown in the "If the Error Message Is Still on the Screen" section) and then run Setup by inserting the CD into the secondary drive. In most cases, the problem does not occur when you run the Setup program by using the secondary drive.

Or, if your computer is connected to a network, you may be able to share the Microsoft Office 2000 CD in another computer's CD-ROM drive. If you can share another computer's CD-ROM drive, insert the Microsoft Office 2000 CD into that drive, and from your workstation, connect to the other computer, and then run the Setup program.

For example, if the other computer's name is "server" and its CD-ROM drive is shared as "cdrom", follow these steps to run the Setup program from your computer:
 * 1) Click Start, click Run, and then type \\server\cdrom\setup.exe in the Open box.
 * 2) Click OK.

You should now be able to continue normally through Setup. If not, continue to the next step.

Slow Down the CD-ROM Drive (Windows 95, Windows 98, or Windows Millennium Edition (Me) Only)
Note If your computer is running Microsoft Windows NT, you cannot perform this step. Continue to the "Install Internet Explorer 5" section.

If you slow down your computer's CD-ROM drive, you may prevent this problem. To slow down the CD-ROM drive, follow these steps:
 * 1) Right-click My Computer, and then click Properties.
 * 2) On the Performance tab, click File System.
 * 3) On the CD-ROM tab, move the Supplemental cache size slider all the way to the left. In the Optimize access pattern for list, click No read-ahead.
 * 4) On the Troubleshooting tab, click to select all the check boxes except the Disable all 32-bit protected mode disk drivers check box and the Disable System Restore check box (Windows Millennium Edition (Me) only).
 * 5) Click OK.
 * 6) Click the Device Manager tab.
 * 7) Expand CDROM, and then select the CD-ROM drive that is listed (if more than one CD-ROM drive is listed, select the CD-ROM drive that you are using to run Setup). Click Properties.
 * 8) Click the Settings tab. If the DMA check box is already selected, click to clear it.
 * 9) Click OK, click Close, and then click Yes to restart your computer.

After your computer has restarted, try to run the Setup program again. If the problem still occurs, cancel the Setup program, and then continue to the next step.

Install Internet Explorer 5 (Windows 95, Windows 98, or Windows NT 4.0 Workstation only)
In some cases, if you install Internet Explorer 5 before you install Microsoft Office 2000, it may prevent the problem. To do this, insert the Microsoft Office 2000 CD into your CD-ROM drive. If the Setup program starts, cancel it, and then follow these steps:
 * 1) Click Start, click Run, type  :\Ie5\En\Ie5setup.exe in the Open box.

In this example, where  is the drive letter of your computer's CD-ROM drive.
 * 1) Click OK.

After you install Microsoft Internet Explorer 5, restart your computer, and then try to run the Setup program again. If the problem occurs, cancel the Setup program, and then continue to the next step.

Note Microsoft Windows 2000 includes Internet Explorer 5.01. Microsoft Windows Millennium Edition (Me) includes Internet Explorer 5.5.

Install Windows Installer version 1.2 (Windows 95, Windows 98, or Windows NT 4.0 Workstation only)
Windows Installer version 1.2 and later includes an update that may help resolve this problem. Update your installation of Windows Installer depending on the version of Windows that you are running.

Microsoft Windows 95 and Microsoft Windows 98
The following file is available for download from the Microsoft Download Center:

Download the InstMsi.exe package now.

For additional information about how to download Microsoft Support files, click the following article number to view the article in the Microsoft Knowledge Base:

119591 How to Obtain Microsoft Support Files from Online Services

Microsoft scanned this file for viruses. Microsoft used the most current virus-detection software that was available on the date that the file was posted. The file is stored on security-enhanced servers that help to prevent any unauthorized changes to the file.

Microsoft Windows Millennium Edition (Me)
Note You do not have to update Windows Millennium Edition (Me) for this issue because it includes Windows Installer version 1.2.

Microsoft Windows NT 4.0
The following file is available for download from the Microsoft Download Center:

Download the InstMsi.exe package now.

For additional information about how to download Microsoft Support files, click the following article number to view the article in the Microsoft Knowledge Base:

119591 How to Obtain Microsoft Support Files from Online Services

Microsoft scanned this file for viruses. Microsoft used the most current virus-detection software that was available on the date that the file was posted. The file is stored on security-enhanced servers that help to prevent any unauthorized changes to the file.

Microsoft Windows 2000
Note For Windows 2000, this issue was first addressed in Windows 2000 Service Pack 2.

For additional information about how to obtain the latest service pack for Windows 2000, click the following article number to view the article in the Microsoft Knowledge Base:

260910 How to Obtain the Latest Windows 2000 Service Pack

Microsoft Windows XP and Microsoft Windows Server 2003
Note Windows XP and Windows Server 2003 include Windows Installer version 2.0 and do not need to be updated for this issue.

After you update the Windows Installer, restart your computer, and then try to run the Setup program again. If the problem still occurs, cancel Setup, and then go to the next step.

For additional information, click the following article number to view the article in the Microsoft Knowledge Base:

296742 2351 and 2355 Internal Errors When Installing Software from CD-ROM

Make a "Flat" Copy of the CD Contents
You can create a "flat" copy of the contents of a CD by creating a folder on your computer's hard disk, and then copying the whole CD into the folder. After you do this, you can restart your computer in Safe Mode (Windows 95 or Windows 2000), or use Selective Startup (use the System Information Utility in Windows 98 and Windows Millennium Edition ( Me)).

Note When you create and use a "flat" copy of the contents of a CD, you must have sufficient disk space on your computer's hard disks to complete the installation of Microsoft Office 2000.
 * 1) In Windows Explorer, create a folder on your computer's hard disk. If you have multiple hard disks available, use a hard disk where you will not be installing Microsoft Office 2000. For example, if you have three hard disks (C:, D:, and E:), and you plan to install Microsoft Office 2000 on drive C, create the folder on either drive D or E.

Note You need up to 630 megabytes (MB) of free space on the hard disk where you create the folder, depending on the CD that you are copying.
 * 1) In Windows Explorer, copy all the contents of your Microsoft Office 2000 CD into the folder that you created in step 1.

After you copy all the files, use the following appropriate method for your operating system.

Windows 95 or Windows 2000
Restart your computer in Safe Mode (press F5 when you see "Start Windows 95" or press F8 at the Windows 2000 startup).

Windows 98
To use the System Configuration Utility, follow these steps:  Click Start, point to Programs, point to Accessories, point to System Tools, and then click System Information. On the Tools menu, click System Configuration Utility. On the General tab of the System Configuration Utility dialog box, click Selective startup. Click to clear the following check boxes under Selective startup:

'''Process Config.sys file

Process Autoexec.bat file

Process Winstart.bat file

Process System.ini file

Process Win.ini file

Load startup group items'''

Note One or more of these check boxes may not be available, depending on which files are on your computer. Click OK. Click Yes when you are prompted to restart your computer.</ol>

Windows Millennium Edition (Me)
To use the System Configuration Utility, follow these steps: <ol style="list-style-type: lower-alpha;"> Click Start, point to Programs, point to Accessories, point to System Tools, and then click System Information.</li> On the Tools menu, click System Configuration Utility.</li> On the General tab of the System Configuration Utility dialog box, click Selective startup. Click to clear the following check boxes under Selective startup:

'''Process System.ini file

Process Win.ini file

Load Static VxDs

Load Startup group items

Load Environmental variables'''

Note One or more of these check boxes may not be available, depending on the files that are on your computer.</li> Click the Startup folder tab so that it is in front, and then click to select the *StateMgr check box.</li> Click the Static VxDs tab. Static VxDs are "devices" loading from the registry that are not actually devices. Windows adds some of these, but third-party companies can also add VxDs. Several of the antivirus programs load VxDs this way, so that they cannot be disabled completely. Clear the check boxes for any VxDs from third-party vendors.</li> Click OK.</li> Click Yes when you are prompted to restart your computer.</li></ol>

Obtain and Install Service Pack 6a or Later (Windows NT 4.0 only)
Note This step only applies if your computer is running Windows NT 4.0.

If you are running the Setup program on a computer that is running Windows NT 4.0, you may have to obtain and install Service Pack 6a (or later) for Windows NT 4.0. To do this, go to the following Microsoft Web site:

http://www.microsoft.com/downloads/details.aspx?FamilyID=e396d059-e402-46ef-b095-a74399e25737&DisplayLang=en

After you download and install the service pack and restarted your computer, run the Setup program again. If the problem still occurs, cancel the Setup program and continue to the next step.

Turn Off and/or Remove Antivirus Software
It is possible that running antivirus software may cause this problem to occur. If you have antivirus software installed on your computer, you may have to turn off or even remove it before you can install Microsoft Office 2000. For instructions about how to do this, see your antivirus software documentation, or contact your antivirus software vendor.

After you have turned off or removed your antivirus software, run the Setup program. If the problem still occurs, cancel the Setup program, and continue to the next step.

Note After you complete this step, you can turn on or reinstall your antivirus software at your convenience. Microsoft uses a comprehensive process to ensure that all Microsoft software is free of viruses. Because Microsoft Office 2000 is only sold on CD, it is not possible for a virus to infect Office CDs.

Contact Microsoft Product Support
If you have proceeded through all the previous steps and you still cannot install any part of Microsoft Office 2000, contact Microsoft Product Support Services for further assistance. When you call, have the following information available:
 * The make and model of your computer.
 * The make and model of your CD-ROM drive(s).
 * The origin of your Microsoft Office 2000 compact discs: retail, included with computer, and so on.
 * Whether Internet Explorer 5 has been installed successfully.
 * Whether you are using disk compression software such as DriveSpace on your computer.
 * The name(s) of any anti-virus software you may have had installed on your computer.
 * The make of CPU in your computer (Intel, AMD, Cyrix, and so on).

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