Microsoft KB Archive/314700

= Encarta Reference Library: Error Message When You Try to Join Club Encarta: Microsoft Encarta Has Encountered a Problem and Needs to Close =

Article ID: 314700

Article Last Modified on 1/31/2007

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APPLIES TO


 * Microsoft Encarta Reference Library 2003
 * Microsoft Encarta Reference Library 2003
 * Microsoft Encarta Reference Library 2002
 * Microsoft Encarta Reference Library 2002

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This article was previously published under Q314700



SYMPTOMS
When you attempt to join Club Encarta or update Microsoft Encarta, you may receive an error message similar to the following:

Microsoft Encarta has encountered a problem and needs to close.

If you click Details, you receive details similar to either of the following:

AppName:ENC200x.EXE

AppVer:11.0.1013.809

ModName: Unknown

ModVer: 0.0.0.0 Offset: 037d22c0

-or-

AppName: enc200x.exe

AppVer: 11.0.1013.809

ModName: wsockhk.dll

ModVer: 4.0.3.1 offset 0008871



CAUSE
This behavior is caused by a conflict with the Net Nanny content-filtering program.



RESOLUTION
Use the following methods in the order presented to start the computer without Net Nanny, join Club Encarta or update Encarta, and then turn on Net Nanny.

Start Without Net Nanny
Use the method appropriate to your version of Windows.

Microsoft Windows 98

 * 1) Click Start, click Run, type msconfig.exe in the Open box, and then click OK.
 * 2) On the General tab, click Selective Startup.
 * 3) On the Startup tab, click to clear the NetNanny check box.
 * 4) Click OK, and then restart your computer when you are prompted to do so.

Microsoft Windows Millennium Edition (Me)

 * 1) Click Start, click Run, type msconfig in the Open box, and then click OK.
 * 2) On the General tab, click Selective startup.
 * 3) On the Startup tab, click to clear the NetNanny check box.
 * 4) Click OK. When you are prompted to restart your computer, click Yes.

Microsoft Windows XP
NOTE: You must be logged on as an administrator or a member of the Administrators group in to complete this procedure. If your computer is connected to a network, network policy settings may also prevent you from completing this procedure.
 * 1) Click Start, click Run, type msconfig in the Open box, and then click OK.
 * 2) On the General tab, click Selective Startup.
 * 3) On the Startup tab, click to clear the NetNanny check box.
 * 4) Click OK, and then click Restart to restart your computer.

Join Club Encarta or Update Encarta
Start Encarta, and then do either or both of the following (in the order presented):
 * On the Help menu, click Join Club Encarta.
 * On the Tools menu, click Update Encarta.

Follow the instructions to complete the processes.

Restart the Computer Normally to Turn On Net Nanny
Use the method appropriate to your version of Windows.

Windows 98

 * 1) Click Start, click Run, type msconfig in the Open box, and then click OK.
 * 2) On the General tab, click Normal Startup, and then click OK.
 * 3) When you are prompted to restart your computer, click Yes.

Windows Me

 * 1) Click Start, click Run, type msconfig in the Open box, and then click OK.
 * 2) On the General tab, click Normal startup.
 * 3) Click OK. When you are prompted to restart your computer, click Yes.

Windows XP

 * 1) Click Start, click Run, type msconfig in the Open box, and then click OK.
 * 2) On the General tab, click Normal Startup - load all device drivers and services.
 * 3) Click OK. When you are prompted to restart your computer, click Restart.



MORE INFORMATION
For more information about Net Nanny, browse to the following Net Nanny Web site:

http://www.netnanny.com

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.

The third-party products that are discussed in this article are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.

Keywords: kberrmsg kbprb KB314700

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