Microsoft KB Archive/924619

= How to troubleshoot problems that may occur when you try to install a 2007 Office program from the 2007 Office program CD or DVD =

Article ID: 924619

Article Last Modified on 11/16/2007

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APPLIES TO


 * Microsoft Office Professional Plus 2007
 * Microsoft Office Enterprise 2007
 * Microsoft Office Ultimate 2007
 * Microsoft Office Professional 2007
 * Microsoft Office Standard 2007
 * Microsoft Office Home and Student 2007
 * Microsoft Office Basic 2007

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SUMMARY
This article contains information about how to troubleshoot problems that may occur when you try to install a 2007 Microsoft Office program from the 2007 Office program CD or DVD.

To complete the troubleshooting steps in this article, you may have to have one or more of the following items:
 * A computer that is equipped with more than one CD drive or DVD drive
 * Access to another computer
 * A third-party piece of equipment that is used to clean CDs and DVDs
 * A third-party device that is used to clean a CD drive or a DVD drive in your computer

This article is intended for a beginning to intermediate computer user.You may find it easier to follow the steps if you print this article first.



Method 1: Examine and then clean the CD
Examine the shiny side of the 2007 Office CD or DVD to verify that it is clean and that it does not have any scratches.

Many third-party companies sell equipment that is designed for cleaning CDs or DVDs. If you have a specialized piece of equipment for cleaning CDs or DVDs, follow the instructions that are provided with the equipment to clean the CD or the DVD.

If you do not have a piece of equipment to clean CDs or DVDs, you can clean the CD or the DVD with a soft cloth. To do this, wipe the CD or DVD with a soft cloth in a straight line from the center of the CD or the DVD to the edge. If the CD or the DVD appears scratched, you must obtain a new CD or DVD.

If the computer still cannot read the CD or the DVD after you clean it, continue to Method 2.



Method 2: Install Office by using a second CD drive or DVD drive
If your computer is equipped with a second CD drive or DVD drive, try to install Office by using the second drive. If you can install Office in this manner, the first drive cannot read the Office CD or DVD.

If you cannot install Office by using the second drive, continue to Method 3.



Method 3: Test the CD or the DVD for damage
To do this, use one or both of the following options.

Option 1: Try to install Office on another computer from the CD or the DVD
To do this, follow these steps:
 * 1) Take the Office CD or DVD to another computer that does not already have the 2007 Office programs installed.
 * 2) Insert the CD or the DVD into the CD drive or the DVD drive.
 * 3) The Office Setup process should start automatically. Follow the instructions to install Office.

If you can install Office on a different computer, the CD drive or the DVD drive on the first computer cannot read the Office CD or DVD. Continue to use the troubleshooting methods in this article to troubleshoot a potential problem with the CD drive or the DVD drive on the original computer. If you use all the methods in this article and still have problems, consider having the computer's CD drive or DVD drive serviced by a qualified computer technician.

If you cannot install Office on a different computer, you may have a faulty CD or DVD. Continue to Option 2.

Option 2: Try to copy the Office CD or DVD to another computer
To do this, follow these steps, as appropriate for the version of Microsoft Windows that you are running.

Step 1: Create a test folder

 * 1) Click Startvistastartbutton.jpg], and then click Documents.
 * 2) On the Organize menu, click New Folder.
 * 3) Type Office Test for the folder's name.
 * 4) Close Windows Explorer.

Step 2: Insert the Office CD or DVD

 * 1) Insert the Office CD or DVD into the CD drive or the DVD drive.
 * 2) Click Open folder to view files.

Step 3: Copy the files from the CD or the DVD

 * 1) Click Start, and then click Computer.
 * 2) Double-click the CD drive or the DVD drive.
 * 3) On the Organize menu, click Select All, and then click Copy.
 * 4) Close Windows Explorer.

Step 4: Paste the files to the hard disk

 * 1) Click Start, and then click Documents.
 * 2) Open the Office Test folder.
 * 3) On the Organize menu, click Paste.

Step 1: Create a test folder

 * 1) Click Start, and then click My Documents.
 * 2) On the File menu, click New Folder.
 * 3) Type Office Test for the folder's name.
 * 4) Close Windows Explorer.

Step 2: Insert the Office CD or DVD

 * 1) Insert the Office CD or DVD into the CD drive or the DVD drive.
 * 2) Click Cancel to exit the Office Setup program.
 * 3) Click Yes to confirm that you want to exit Office Setup.

Step 3: Copy the files from the CD or the DVD

 * 1) Click Start, and then click My Computer.
 * 2) Double-click the CD drive or the DVD drive.
 * 3) On the Edit menu, click Select All, and then click Copy.
 * 4) Close Windows Explorer.

Step 4: Paste the files to the hard disk

 * 1) Click Start, and then click My Documents.
 * 2) Open the Office Test folder.
 * 3) On the Edit menu, click Paste.

If you cannot copy the contents of the CD to the hard disk, continue to Method 4.



Method 4: Determine whether Windows recognizes the CD drive or the DVD drive, and then try to view a data folder
To do this, follow these steps, as appropriate for the version of Windows that you are running.

Windows Vista

 * 1) Insert a CD data disc or a DVD data disc into the CD drive or the DVD drive.

Important A data disc is any CD or DVD that contains files, folders, or programs. Do not use the 2007 Office disc. Do not use an audio CD or a DVD movie disc.
 * 1) Click Startvistastartbutton.jpg], and then click Computer.
 * 2) If the CD or DVD data disc was recognized, the name of the disc will be displayed for the CD drive or for the DVD drive.
 * 3) Double-click the icon for the CD drive or for the DVD drive.
 * 4) Locate and then open a folder on the CD or DVD data disc.

Windows XP

 * 1) Insert a CD data disc or a DVD data disc into the CD drive or the DVD drive.

Important A data disc is any CD or DVD that contains files, folders, or programs. Do not use the 2007 Office disc. Do not use an audio CD or a DVD movie disc.
 * 1) Click Start, point to All Programs, point to Accessories, and then click Windows Explorer.
 * 2) In the Folders pane, click My Computer.
 * 3) If the CD or DVD data disc was recognized, the name of the disc will be displayed for the CD drive or for the DVD drive.
 * 4) In the Folders pane, click the icon for the CD drive or for the DVD drive under My Computer.
 * 5) Locate and then open a folder on the CD or DVD data disc.

If you can view the contents of the folder, Windows recognizes the CD drive or the DVD drive.

If you cannot view the contents of the folder, or if Windows does not recognize the CD drive or the DVD drive, continue to Method 5. For more information, see the &quot;How to troubleshoot CD drive or DVD drive issues&quot; section.



Method 5: Install the latest updates for Windows
For more information about how to obtain the latest updates for Windows Vista, click the following article number to view the article in the Microsoft Knowledge Base:

924924 Available updates for Windows Vista RC1

For more information about how to obtain the latest updates for Windows XP, click the following article number to view the article in the Microsoft Knowledge Base:

322389 How to obtain the latest Windows XP service pack

After you update the Windows operating system, try to install the 2007 Office programs. If you still cannot install the 2007 Office programs, continue to Method 6.



Method 6: Perform hard disk drive maintenance
To do this, follow these steps.

Step 1: Scan the hard disk for errors
Sometimes errors on the computer's hard disk can prevent you from installing the 2007 Office programs. To determine whether the hard disk has any errors on it, follow these steps, as appropriate for the version of Windows that you are running.

Windows Vista

 * 1) Exit all open programs.
 * 2) Click Startvistastartbutton.jpg], and then click Computer.
 * 3) Right-click the hard disk on which you are trying to install the 2007 Office programs.
 * 4) Click Properties, and then click the Tools tab.
 * 5) In the Error-checking area, click Check Now.
 * 6) Click to select the Automatically fix file system errors check box.
 * 7) Click to select the Scan for and attempt recovery of bad sectors check box.
 * 8) Click Start.

Note During the scan, you may receive the following message:

Windows can't check the disk while it's in use Do you want to schedule the disk check to occur the next time you restart the computer?

If you receive this message, follow these steps:
 * 1) Click Schedule disk check.
 * 2) Click Startvistastartbutton.jpg], click the arrow next to the Lock button, and then click Restart.

The computer restarts and then scans the hard disk.

Windows XP

 * 1) Click Start, and then click My Computer.
 * 2) Right-click the hard disk on which you are trying to install the 2007 Office programs, and then click Properties.
 * 3) On the Tools tab, click Check Now in the Error-checking section.
 * 4) Click to select the Automatically fix file system errors check box.
 * 5) Click to select the Scan for and attempt recovery of bad sectors check box.
 * 6) Click Start.

Note During the scan, you may receive the following message:

The disk check could not be performed because the disk check utility needs exclusive access to some Windows files on the disk. These files can be accessed by restarting Windows. Do you want to schedule the disk check to occur the next time you restart the computer?

If you receive this message, follow these steps:
 * 1) Click Yes.
 * 2) Click Start, and then click Shut Down.
 * 3) In the What do you want the computer to do list, click Restart, and then click OK.

The computer restarts and then scans the hard disk.

Step 2: Defragment the hard disk
When a program is installed on your computer, the program's files may be stored in multiple noncontiguous locations on the hard disk. This condition is called &quot;fragmentation.&quot; If the hard disk is badly fragmented, you may be unable to install the 2007 Office programs.

The Disk Defragmenter tool optimizes the performance of your computer by reorganizing the files on the hard disk into contiguous blocks. When the Disk Defragmenter tool finishes defragmenting the files on the hard disk, your programs may run faster.

To defragment the hard disk, follow these steps, as appropriate for the version of Windows that you are running.

Windows Vista
To resolve this issue, follow the steps in the appropriate section.

The computer is connected to the Internet
View the &quot;Improve performance by defragmenting the hard disk&quot; topic on the following Windows Online Help and Support Web site:

http://windowshelp.microsoft.com/Windows/en-US/Help/6065f372-90dd-44cd-bc8d-c89d17f0fdfd1033.mspx

The computer is not connected to the Internet
View the &quot;Improve performance by defragmenting the hard disk&quot; topic in Windows Help and Support on the computer's hard disk by following these steps:
 * 1) Click Start, and then click Help and Support.
 * 2) In the Search Help box or in the Search online Help box, type Improve performance by defragmenting the hard disk, and then click Search Help.
 * 3) In the list of topics, click Improve performance by defragmenting the hard disk.
 * 4) Click the link that best describes the problem that you are experiencing.
 * 5) Follow the suggestions to troubleshoot the problem that you are experiencing.

Windows XP

 * 1) Click Start, and then point to All Programs.
 * 2) Point to Accessories, point to System Tools, and then click Disk Defragmenter.
 * 3) Select the hard disk on which you are trying to install the 2007 Office programs, and then click Defragment.

After you have performed maintenance on the computer's hard disk drive, try to install the 2007 Office programs. If you still cannot install the 2007 Office programs, continue to Method 7.



Method 7: Start Windows XP without starting nonessential programs in the background
Note This method applies only to computers that are running Windows XP. If you are running Windows Vista, go to Method 8.

For more information about how to start Windows XP without starting nonessential programs, click the following article number to view the article in the Microsoft Knowledge Base:

310353 How to configure Windows XP to start in a &quot;clean boot&quot; state

After you have started Windows XP in a clean startup mode, try to install the 2007 Office programs. If you still cannot install the 2007 Office programs, continue to Method 8.



Method 8: Contact the manufacturer of your computer to obtain any available software updates for the CD drive or for the DVD drive
The CD drive or the DVD drive may require a firmware update before the 2007 Office CD ro DVD can be read correctly. Contact the manufacturer of the CD drive or of the DVD drive to obtain updates for the specific device model that you are using.

For information about how to contact the manufacturer of the computer, click the appropriate article number in the following list to view the article in the Microsoft Knowledge Base:

65416 Hardware and software vendor contact information, A-K

60781 Hardware and software vendor contact information, L-P

60782 Hardware and software vendor contact information, Q-Z

If updates are available, download the updates, and then upgrade the firmware on the CD drive or on the DVD drive.



How to replace a damaged CD or DVD
If your CD or DVD is damaged, you may have the option to replace your CD or DVD.

If you bought the program in the last 30 days, you may be able to replace the CD or the DVD at the store where you bought it. Contact the store where you bought the CD or the DVD to find out whether the store has a replacement policy.

Alternatively, you may have the option to contact Microsoft to obtain a replacement CD or DVD.

Customers in the U.S. can contact the Microsoft Order Desk Monday through Friday, 5:00 AM to 7:00 PM Pacific Time at the following telephone number:

(800) 360-7561

Customers in Canada can contact the Canadian Order Desk Monday through Friday, 5:00 AM to 7:00 PM Pacific Time at the following number:

(800) 933-4750

If you are outside the United States and Canada, contact the Microsoft subsidiary for your area. To locate your subsidiary, visit the following Microsoft World Wide Offices Web page:

http://www.microsoft.com/worldwide/



How to troubleshoot CD drive or DVD drive issues
For more information about how to troubleshoot the CD drive or the DVD drive, click the following article numbers to view the articles in the Microsoft Knowledge Base:

314096 Advanced troubleshooting for issues that occur when you are installing a new CD or DVD drive on Windows XP

308012 How to troubleshoot problems that occur when you play a DVD in Windows XP

928633 Installation Media may not be recognized when you try to install Windows Vista from the CD or DVD

Additional query words: office installation CD cdrom cd-rom troubleshoot troubleshooting off2007 off

Keywords: kbtshoot kbsetup kbprb kbexpertiseinter kbceip KB924619

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