Microsoft KB Archive/294670

= Works Suite: Internal Error 2355 During Installation =

Article ID: 294670

Article Last Modified on 1/31/2007

-

APPLIES TO


 * Microsoft Works Suite 2003
 * Microsoft Works Suite 2001
 * Microsoft Works Suite 2002

-



This article was previously published under Q294670



SYMPTOMS
When you install the Microsoft Works Suite Encarta CD, you may receive the following error message:

Internal Error 2355: Please contact product support for assistance.

At this point, the installation process ends, and Microsoft Encarta Encyclopedia and Microsoft Word 2000 were not installed.



CAUSE
This problem may occur because of a problem in the Microsoft Windows Installer software when the Windows Installer software performs file extraction from .cab files that are located on a CD-ROM.



Microsoft Windows 2000
To resolve this problem, obtain the latest service pack for Microsoft Windows 2000. For additional information about how to obtain the latest Windows 2000 Service Pack, click the following article number to view the article in the Microsoft Knowledge Base:

260910 How to Obtain the Latest Windows 2000 Service Pack

To download Microsoft Windows 2000 Service Pack 2 (SP2), visit the following Microsoft Web site:

http://www.microsoft.com/windows2000/downloads/servicepacks/sp2/

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 95 or Microsoft Windows 98
To resolve this problem, download the newest Microsoft Windows Installer files (Instmsi.exe). To download the newest Microsoft Windows Installer files (Instmsi.exe), visit the following Microsoft Web site:

http://www.microsoft.com/downloads/details.aspx?FamilyID=cebbacd8-c094-4255-b702-de3bb768148f%20&displaylang=en

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.

If the earlier steps do not work reduce the speed of the CD-ROM drive and then reinstall the products missing from the Suite. To do this, follow these steps:

Slow Down the CD-ROM Drive (Windows 95, Windows 98, and Microsoft Windows Millennium Edition [Me] only)
Note Do not perform this procedure if your computer is running Microsoft Windows NT.
 * 1) On the Windows desktop, right-click My Computer, and then click Properties on the menu that appears.
 * 2) Click the Performance tab.

Click File System.
 * 1) Click 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.
 * 1) Click 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).
 * 2) Click OK.
 * 3) Click the Device Manager tab.
 * 4) Expand the CDROM list.

Select the CD-ROM drive. If more than one CD-ROM drive is listed, select the CD-ROM drive that you are using to run Setup. Click Properties.
 * 1) Click the Settings tab.

Click to clear the DMA check box.
 * 1) Click OK.

Click Close. If you are prompted to restart your computer, click Yes.

Remove Microsoft Encarta Encyclopedia 2001

 * 1) Click Start, point to Settings, and then click Add/Remove Programs.
 * 2) Double-click Microsoft Encarta Encyclopedia Standard 2001.
 * 3) Follow the prompts on your screen.
 * 4) Close the Add/Remove Programs Control Panel.

Clean Boot Your Computer
Restart Microsoft Windows in clean boot mode. There is a different clean-boot procedure for each version of Windows. Select the article that corresponds to your version of Windows, and then follow the instructions about how to clean-boot your computer:

Microsoft Windows 98
281965 How to Troubleshoot Using the MSConfig Utility with Windows 98

Microsoft Windows Millennium Edition (Me)
267288 How to Perform a Clean Boot in Windows Millennium Edition

Microsoft Windows XP
310353 How to Perform a Clean Boot in Windows XP

Microsoft Windows 2000
281770 How to Perform Clean-Boot Troubleshooting for Windows 2000

Install Microsoft Encarta Encyclopedia Standard 2001

 * 1) Insert Microsoft Works Suite 2001 disk 1 in the CD-ROM drive.

Press and hold the SHIFT key to prevent the Setup program from automatically starting.
 * 1) Click Start, and then click Run.
 * 2) In the Open box, type  :setup.exe where   is the CD-ROM drive letter.
 * 3) Click OK.
 * 4) Click Add.

Select Encarta Encyclopedia Standard 2001.
 * 1) Click Install.
 * 2) Follow the prompts on your screen.

Install Microsoft Word 2000 from CD-ROM

 * 1) Insert Microsoft Works Suite 2001 disk 1 in the CD-ROM drive.

Press and hold the SHIFT key to prevent the Setup program from automatically starting.
 * 1) Click Start, and then click Run.
 * 2) In the Open box, type  :\MSWord\data1.msi where   is the CD-ROM drive letter.
 * 3) Click OK.
 * 4) Follow the prompts on your screen.

Install Word as a Separate Program
To add Word to the Works Suite Task Launcher but not have it be incorporated into Works Suite, follow these steps:
 * 1) Insert the Microsoft Works Suite 2001 disc 1 into the CD-ROM drive.

Press and hold the SHIFT key to prevent the Setup program from automatically starting.
 * 1) Click Start, and then click Run.
 * 2) In the Open box, type  :\WordAdd\wordadd.msi where   is the CD-ROM drive letter.
 * 3) Click OK.
 * 4) Follow the prompts on your screen.



WORKAROUND
To work around this problem, use any of the following methods:
 * Start the computer as &quot;cleanly&quot; as possible, and then try the software installation. To start a computer cleanly, configure Windows to load as few device drivers and programs as possible.
 * Copy the contents of the Setup CD-ROM to a folder on the hard disk, restart the computer in Safe mode, and then try the software installation.
 * Use an another CD-ROM drive. For example, use a second CD-ROM drive or a CD-ROM drive that is accessible across a network.



STATUS
Microsoft has confirmed that this is a problem in the Windows Installer software.

This problem was corrected in Microsoft Windows 2000 Service Pack 2.



MORE INFORMATION
For additional information about 2351 and 2355 internal errors when installing software from CD-ROM, 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

Keywords: kberrmsg kbprb KB294670

-

[mailto:TECHNET@MICROSOFT.COM Send feedback to Microsoft]

© Microsoft Corporation. All rights reserved.