Microsoft KB Archive/317403

= &quot;Offset: 000023ab&quot; error message when you start Encarta =

Article ID: 317403

Article Last Modified on 1/31/2007

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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 2003
 * Microsoft Encarta Reference Library 2002
 * 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

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This article was previously published under Q317403



SYMPTOMS
When you try to start a Microsoft Encarta product, 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.

AppName: enc2002.exe

AppVer: 11.0.1013.809

ModName: enc2002.exe

ModVer: 11.0.1013.809

Offset: 000023ab

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



CAUSE
This issue may occur if Encarta Setup (installation) stops responding and is then restarted. Setup appears to finish successfully, but a file is incorrectly copied.



RESOLUTION
To resolve this issue, remove Encarta and remove all associated files, clean the program CD-ROM, and then reinstall Encarta. To do this, follow these steps.

Clean Boot the Computer
To clean boot the computer, 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 perform a 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
For additional information about how to perform a clean boot in Windows Millennium Edition (Me), click the following article number to view the article in the Microsoft Knowledge Base:

267288 How to perform a clean boot in Windows Millennium Edition

Microsoft Windows 98

 * 1) Click Start, click Run, type msconfig 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 Win.ini File
 * 7) * Load Startup Group Items
 * 8) Click OK.

When you are prompted, restart the computer.

For additional information about how to clean boot Windows 98, click the following article number to view the article in the Microsoft Knowledge Base:

192926 How to perform clean-boot troubleshooting for Windows 98

Note To restore your original Startup options, click Normal Startup on the General tab in System Configuration Utility.

Remove Encarta Product
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.
 * 1) Click Start, point to Settings, and then click Control Panel.
 * 2) Double-click Add/Remove Programs.
 * 3) On the Install/Uninstall tab, double-click Microsoft Encarta Reference Library, and then follow the onscreen instructions to remove it.

Remove Program Folders
To remove the program folders, follow these steps:  Click Start, click Run, type &quot;C:\Program Files\Microsoft Encarta&quot; (including the quotation marks) in the Open box, and then click OK. In the Microsoft Encarta dialog box, click the name of your Encarta product to highlight it, and then press DELETE.

When the confirmation message appears, click Yes. Close the Microsoft Encarta dialog box. Click Start, click Run, type &quot;C:\Program Files&quot; (including the quotation marks) in the Open box, and then click OK. If you are using Encarta 2002, click the Microsoft FactFinder folder, and then press DELETE.

Note The FactFinder folder is not included in Encarta 2003. When the confirmation message appears, click Yes.</li> Close the Program Files dialog box.</li> Click Start, click Run, type &quot;C:\Program Files\Common Files\Microsoft Shared&quot; (including the quotation marks) in the Open box, and then click OK.</li> In the Program Files\Common Files\Microsoft Shared dialog box, select the following folders, and then press DELETE. <ul> Encarta Researcher</li> Reference 2002</li></ul>

Note If you are using Encarta 2003, delete Encarta Researcher, Reference 2002, and Reference 2003.</li> When the confirmation message appears, click Yes.

</li> Close the Program Files\Common Files\Microsoft Shared dialog box.</li></ol>

Clean the Program CD-ROM
Clean the program CD-ROM. To do this, use a CD-ROM cleaning kit, or gently wipe the silver side of the CD-ROM with a soft, lint-free cotton cloth. Wipe from the center of the CD-ROM outward.

Note Do not use paper, which can scratch the plastic and leave streaks, and do not use a circular motion when you wipe the CD-ROM.

If the issue continues to occur, clean the CD-ROM with a damp cloth or a commercial CD cleaning solution. Dry the CD-ROM thoroughly before you insert it in the CD-ROM drive.

For additional information about CD-ROM troubleshooting, click the following article number to view the article in the Microsoft Knowledge Base:

218617 How to troubleshoot CD-ROM or DVD-ROM Read issues

Install Encarta Product
Insert the installation CD-ROM, and then select Typical or Minimal installation. Follow the onscreen instructions for the installation process.

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MORE INFORMATION
This issue appears to occur when the CD-ROM drive fails to correctly copy a file to the hard drive. This causes the computer or the Setup program to stop responding.

When Setup is restarted, the partially copied file is not re-copied, because it already exists on the hard drive. The file in question has a size of zero bytes. This causes the error in module Enc200x.exe at offset 000023ab.

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