Microsoft KB Archive/943906

= How to troubleshoot Windows Live OneCare installation problems =

Article ID: 943906

Article Last Modified on 10/30/2007

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APPLIES TO


 * Windows Live OneCare

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INTRODUCTION
In Windows Live OneCare, most problems occur when one or more Windows Live OneCare components are installed incorrectly. If you receive an error message or an error code when you try to install Windows Live OneCare, search Windows Live OneCare Help for more information about that error message or the error code.

If you do not receive an error message or an error code, or if no information is available about an error message or an error code, you can still troubleshoot Windows Live OneCare installation problems. This article lists general troubleshooting steps for Windows Live OneCare installation problems.



MORE INFORMATION
To troubleshoot Windows Live OneCare installation problems, use the following methods.

Note If you are prompted for an administrator password or for a confirmation when you try to perform an action in Windows Vista, type the password, or click Continue.

Method 1: Remove third-party firewall or antivirus programs
To remove any third-party firewall or antivirus programs from the computer, follow these steps:
 * 1) In Windows XP, click Start, click Run, type Appwiz.cpl, and then click OK.

In Windows Vista, click Start, type Appwiz.cpl in the Start Search box, and then click Appwiz.cpl in the Programs list.
 * 1) In the list of installed programs, uninstall any dial-up or download accelerator utilities, antivirus programs, or firewall programs.
 * 2) Restart the computer, and then try to install Windows Live OneCare again.

Method 2: Install the Microsoft XML Parser 3.0 Service Pack 5
To install the Microsoft XML Parser (MSXML) 3.0 Service Pack 5 (SP5), follow these steps:  Visit the following Windows Live Web site:

http://g.live.com/0HE_TRACKSTAR_ENUS9/148019

 In the File Download - Security Warning dialog box, click Run. In the Internet Explorer - Security Warning dialog box, click Run. Follow the instructions that appear on the screen to install MSXML SP5. Restart the computer, and then try to install Windows Live OneCare again.

Method 3: Uninstall and then reinstall the Microsoft .NET Framework 2.0 on a Windows XP-based computer
To uninstall and then reinstall the Microsoft .NET Framework 2.0 on a Windows XP-based computer, follow these steps:  Click Start, click Run, type Appwiz.cpl, and then click OK.</li> In the list of installed programs, uninstall the Microsoft .NET Framework 2.0 or the Microsoft .NET Framework 2.0 Beta. To do this, click the version of the Microsoft .NET Framework 2.0 that is installed, and then click Remove.

Note If you have both the .NET Framework 2.0 and the .NET Framework 2.0 Beta installed, uninstall both versions.</li> Restart the computer.</li> Install the Microsoft .NET Framework 2.0. To do this, visit the following Windows Live Web site:

http://g.live.com/0HE_TRACKSTAR_ENUS9/148020

</li> Click Download, and then click Run.</li> In the Internet Explorer - Security Warning dialog box, click Run.</li> Follow the instructions that appear on the screen to install the .NET Framework 2.0.</li> Restart the computer, and then try to install Windows Live OneCare again.</li></ol>

Method 4: Verify that the Windows Installer service is running
To uninstall and then reinstall the Microsoft .NET Framework 2.0, follow these steps:
 * 1) In Windows XP, click Start, click Run, type Services.msc, and then click OK.

In Windows Vista, click Start, type Services.msc in the Start Search box, and then click Services in the Programs list.
 * 1) In the list of services, right-click Windows Installer, and then click Start.

Note If Start is not available, and Stop and Restart are available, the Windows Installer service is already started.
 * 1) Click File, and then click Exit.
 * 2) Restart the computer, and then try to install Windows Live OneCare again.

Method 5: Install Windows Live OneCare in Selective Startup mode
To install Windows Live OneCare in Selective Startup mode, follow these steps:  In Windows XP, click Start, click Run, type msconfig, and then click OK.

In Windows Vista, click Start, type msconfig in the Start Search box, and then click msconfig in the Programs list.</li> On the General tab, click to select Selective Startup, and then click to clear the Load Startup Items check box.</li> On the Services tab, click to select the Hide All Microsoft Services check box, and then click to clear the check boxes under Services.</li> Restart the computer, and then try to install Windows Live OneCare again.</li> After Windows Live OneCare is installed, start the computer in Normal mode. To do this, follow these steps:  In Windows XP, click Start, click Run, type msconfig, and then click OK.

In Windows Vista, click Start, type msconfig in the Start Search box, and then click msconfig in the Programs list.</li> On the General tab, click Normal startup - load all device drivers and services, click OK, and then click Restart.</li></ol> </li></ol>

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Method 6: Uninstall and then reinstall Windows Live OneCare
To uninstall and then reinstall Windows Live OneCare, follow these steps: <ol> <li>In Windows XP, click Start, click Run, type Appwiz.cpl, and then click OK.

In Windows Vista, click Start, type Appwiz.cpl in the Start Search box, and then click Appwiz.cpl in the Programs list.</li> <li>In the list of installed programs, uninstall Windows Live OneCare, and then restart the computer.</li> <li>Run the Windows Live OneCare Cleanup tool. To do this, follow these steps: <ol style="list-style-type: lower-alpha;"> <li>Visit the following Microsoft Web site:

http://download.microsoft.com/download/4/c/b/4cb845e7-1076-437b-852a-7842a8ab13c8/OneCareCleanup.exe

</li> <li>Click Save, select the location where you want to save the file, and then click Save.</li> <li>In Windows XP, locate the file that you downloaded in step b, and then double-click the file.

In Windows Vista, locate the file that you downloaded in step b, right-click the file, and then click Run as administrator.</li> <li>Click Run, and then click Continue.</li> <li>Click I accept the terms of the End User Licensing Agreement, and then click Continue.</li> <li>Click Clean.</li> <li>After the Windows Live OneCare Cleanup tool finishes, click Restart Now.</li></ol> </li> <li>Try to install Windows Live OneCare again.</li></ol>

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