Microsoft KB Archive/929199

= You see a blank window and you cannot continue the process when you try to install the Zune software =

Article ID: 929199

Article Last Modified on 6/25/2007

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APPLIES TO


 * Zune software

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SYMPTOMS
When you try to install the Zune software on a computer, the installation program displays a blank or black window as the first screen. You cannot install the software.



CAUSE
This issue occurs if the following conditions are true:
 * Active Scripting is disabled in Windows Internet Explorer.
 * Security is set to High in Internet Explorer.



THINGS TO TRY
Note Disabling Active Scripting in Internet Explorer helps protect a computer from attack by malicious Web sites. Do not visit Web sites that you do not trust if Active Scripting is enabled. To enable Active Scripting, follow these steps:
 * 1) Exit the Zune Setup program.
 * 2) Open Internet Explorer.
 * 3) On the Tools menu, click Internet Options.
 * 4) On the Security tab, click Custom Level.
 * 5) Scroll to Scripting, and then note the current setting for Active scripting.
 * 6) If Active Scripting is set to Disable or to Prompt, click Enable.
 * 7) Click OK two times.
 * 8) Install the Zune software.
 * 9) Open Internet Explorer.
 * 10) On the Tools menu, click Internet Options.
 * 11) On the Security tab, click Custom Level.
 * 12) Scroll to Scripting, and then click Disabled or Prompt under Active scripting to restore the setting to the status that you found in step 5.
 * 13) Click OK two times.

Additional steps
If the Zune software continues to display a blank or black window for the first screen after you have completed the previous steps, you may have to follow additional steps to resolve the problem. You can confirm whether you have to follow these steps by trying to open User Accounts in Control Panel. If the User Accounts window appears to be empty or partially empty, you must register the Jscript.dll and the Vbscript.dll files again. To do this, follow the steps for the operating system that you are using.

Microsoft Windows XP: Register Jscript.dll and Vbscript.dll

 * 1) Click Start, click Run, type regsvr32 jscript.dll, and then click OK.
 * 2) In the RegSvr32 window, click OK.
 * 3) Click Start, click Run, type regsvr32 vbscript.dll, and then click OK.
 * 4) In the RegSvr32 window, click OK.

If either of these files does not register, or if you receive an error message, the system file may be missing or damaged. To replace the missing file in Windows XP, follow these steps:  Click Start, click Run, type msconfig, and then click OK. Click Expand File. In the File to restore box, type the name of the file that you want to restore. In the Restore from box, type the path of the Windows XP .cab file from which you want to restore the file. Alternatively, click Browse From to locate the Windows XP .cab file.

Note The Windows XP .cab files are stored in the I386 folder on the Windows XP installation CD.

 In the Save file in box, type the path of the folder to which you want to extract the new file. Alternatively, click Browse To to locate the folder that you want. Click Expand. In the System Configuration Utility dialog box, click OK. If you are prompted to restart the computer, click Restart.</li></ol>

Open a dialog box that previously experienced the issue that is described in the &quot;Symptoms&quot; section to verify that the issue is resolved.

Windows Vista: Register Jscript.dll and Vbscript.dll

 * 1) Click Startvistastartbutton.jpg], click All Programs, and then click Accessories.
 * 2) Right-click Command Prompt, and then click Run as administrator.
 * 3) At the prompt in the Administrator: Command Prompt window, type regsvr32 jscript.dll, and then press ENTER.
 * 4) In the RegSvr32 window, click OK.
 * 5) At the prompt in the Administrator: Command Prompt window, type regsvr32 vbscript.dll, and then click OK.
 * 6) In the RegSvr32 window, click OK.

For more information about this issue, click the following article number to view the article in the Microsoft Knowledge Base:

831430 Several dialog boxes are blank

Install the latest version of Adobe Flash Player
If the Zune software continues to display a blank or black window for the first screen after you have completed the previous steps, you may have to install the latest version of Flash Player to resolve the issue. For more information, visit the following Adobe Web site:

http://www.adobe.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash

Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.

Keywords: kbtshoot kbpubtypekc kbzuneamericasportal kbexpertisebeginner KB929199

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