Microsoft KB Archive/313953

= Error message referencing Enc200.exe and Rssapi10.dll when you start Encarta or open an article =

Article ID: 313953

Article Last Modified on 1/31/2007

-

APPLIES TO


 * Microsoft Encarta Encyclopedia Deluxe 2005
 * Microsoft Encarta Encyclopedia 2004 Deluxe Edition
 * Microsoft Encarta Encyclopedia 2003 Deluxe Edition
 * Microsoft Encarta Encyclopedia 2002 Deluxe Edition
 * Microsoft Encarta Encyclopedia Standard 2005
 * Microsoft Encarta Encyclopedia 2004 Standard Edition
 * Microsoft Encarta Encyclopedia 2003 Standard Edition
 * Microsoft Encarta Encyclopedia 2002 Standard Edition
 * Microsoft Encarta Reference Library Premium 2005
 * Microsoft Encarta Reference Library 2004
 * Microsoft Encarta Reference Library Premium 2005
 * Microsoft Encarta Reference Library 2004
 * Microsoft Encarta Encyclopedia Standard 2006
 * Microsoft Encarta Premium 2006
 * Microsoft Student 2006
 * Microsoft Encarta 2006

-



This article was previously published under Q313953



SYMPTOMS
When you try to start Microsoft Encarta or open an article, you may receive an error message that is similar to the following:

Encarta has encountered a problem and needs to close. We are sorry for the inconvenience.

If you click on &quot;click here&quot;, then you may see the following Error Signature details:

Error Signature

AppName: ENC2002.EXE AppVer: 11.0.1013.809 ModName: Rssapi10.dl

ModVer: 1.0.0.4 Offset: 00015c3

Note The error signature that is included in this article is an example of an error signature that you may receive.



CAUSE
This issue may occur if the files are not the expected version.



RESOLUTION
To resolve this issue, remove Encarta Encyclopedia and all its folders, restart your computer by using a clean boot, and then reinstall Encarta Encyclopedia. To do this, use the following methods in the order in which they are presented.

Note Because there are several versions of Microsoft Windows, the following steps may be different on your computer. If they are, see your product documentation to complete these steps.

Remove Encarta Encyclopedia

 * 1) Click Start, point to Settings, and then click Control Panel.
 * 2) Double-click Add/Remove Programs.
 * 3) In the list of installed programs, click Encarta Encyclopedia, and then click Add/Remove.
 * 4) When the InstallSheild Wizard appears, click Remove, and then click OK.
 * 5) Follow the instructions that appear on the screen to complete the removal process.

Delete Encarta Encyclopedia Folders
Delete the remaining Encarta Encyclopedia folders. To do this, follow these steps:
 * 1) Start Microsoft Windows Explorer.
 * 2) Right-click C:\Program Files\Common Files\Microsoft Shared\Reference Titles.

When you receive the confirmation message, click Yes.
 * 1) Repeat step 2 for the following folders:
 * C:\Program Files\Common Files\Microsoft Shared\Reference 2001
 * C:\Windows\Temp

Start Your Computer with a Clean-Boot Procedure
Use the appropriate method for your version of Microsoft Windows.

Microsoft Windows XP

 * 1) Click Start, click Run, type msconfig in the Open box, and then click OK.
 * 2) Click the General tab, and then click Selective Startup.
 * 3) Click to clear the following check boxes under Selective Startup:
 * 4) * Process SYSTEM.INI file
 * 5) * Process WIN.INI file
 * 6) * Load Startup Items
 * 7) Click the Services tab, click to select the Hide All Microsoft Services check box, and then click Disable All.
 * 8) Click OK, and then click Restart to restart the computer.

For additional information about how to clean boot in Windows XP, click the following article number to view the article in the Microsoft Knowledge Base:

310353 How to perform a clean boot in Windows XP

Microsoft Windows Millennium Edition (Me)

 * 1) Click Start, click Run, type msconfig in the Open box, and then click OK.
 * 2) On the General tab, click Selective startup.
 * 3) Click to clear all the check boxes under Selective startup.
 * 4) On the Startup tab, click to select the *StateMgr check box.
 * 5) Click OK.

When you are prompted to restart your computer, click Yes. After the computer restarts, click Start, click Run, type msconfig in the Open box, and then click OK.

Important Look closely at the General tab to make sure that the check boxes that you cleared are still cleared. If none of the check boxes are selected, proceed to the &quot;Install Encarta Encyclopedia&quot; section of this article. If you see a selected, unavailable check box (it appears dimmed and has a check mark in it), your computer is not truly &quot;clean-booted&quot; and you may need assistance from the manufacturer of the program that is listed next to the selected, unavailable check box.

Microsoft Windows 98

 * 1) Click Start, click Run, type msconfig.exe in the Open box, and then click OK.
 * 2) On the General tab, click Selective Startup, and then click to clear the following check boxes:
 * 3) * Process Config.sys File
 * 4) * Process Autoexec.bat File
 * 5) * Process Winstart.bat File (if available)
 * 6) * Process System.ini File
 * 7) * Process Win.ini File
 * 8) * Load Startup Group Items
 * 9) Click OK, and then restart your computer when you are prompted to do so.

Install Encarta Encyclopedia
To install Encarta Encyclopedia, follow these steps:
 * 1) Insert your Encarta Encyclopedia CD-ROM into your CD-ROM drive or DVD-ROM drive.
 * 2) Click Start, point to Settings, and then click Control Panel.
 * 3) Double-click Add/Remove Programs.
 * 4) In the Add/Remove Programs dialog box, click Install.
 * 5) Follow the instructions onscreen to complete the installation process.

Restart Your Computer in Normal Mode
To restart your computer in Normal mode, follow these steps.
 * 1) Click Start, and then click Run.
 * 2) In the Open box, type msconfig, and then click OK.
 * 3) In the System Configuration Utility dialog box, click Selective startup.
 * 4) Click to clear each check box under Selective startup.
 * 5) Click Apply, and then click OK.
 * 6) When prompted, restart your computer.

