Knowledge Base

You may receive error messages 2336.5, 2336, and 2755 when you install Visio

Article ID: 323516

Article Last Modified on 1/9/2006

APPLIES TO

Microsoft Visio 2002 Professional Edition
Microsoft Visio 2002 Standard Edition
Microsoft Windows 2000 Standard Edition
Microsoft Windows NT 4.0

This article was previously published under Q323516

Important This article contains information that shows you how to help lower security settings or how to turn off security features on a computer. You can make these changes to work around a specific problem. Before you make these changes, we recommend that you evaluate the risks that are associated with implementing this workaround in your particular environment. If you implement this workaround, take any appropriate additional steps to help protect your system.
Important This article contains information about modifying the registry. Before you modify the registry, make sure to back it up and make sure that you understand how to restore the registry if a problem occurs. For information about how to back up, restore, and edit the registry, click the following article number to view the article in the Microsoft Knowledge Base:

256986 Description of the Microsoft Windows Registry

SYMPTOMS

When you install Microsoft Visio, you may receive error messages that are similar to the following:

Error 2336.5: Setup cannot create a temporary file in folder C:\WINNT\Installer\. Verify that the folder exists in your system and that you have sufficient permissions to update it.

Internal error 2336: Please contact Product Support for assistance.

Internal error 2755: Please contact Product Support for assistance.

CAUSE

This behavior may occur if you do not have the correct access permissions to the drive:\Winnt\Installer folder. In this folder location, drive is the hard disk where Windows is installed.

This behavior may occur when the following conditions are true:

McAfee or Norton antivirus software is installed on your computer.
The antivirus software blocks access to or changes the permissions that are set for the drive:\Winnt\Installer folder. In this folder location, drive is the hard disk where Windows is installed.

RESOLUTION

To resolve this behavior, contact your antivirus software manufacturer to obtain an updated version of the antivirus software program or to receive help with the reconfiguration of the antivirus software program.

To contact McAfee, visit the following McAfee Web site:

Retail McAfee Software Support
http://www.mcafeehelp.com/selectSupportType.asp

To contact Symantec, visit the following Symantec Corporation Web site:

Symantec Service and Support
http://www.symantec.com/techsupp/

WORKAROUND

To work around this behavior, temporarily remove the antivirus software program, grant permissions on the drive:\Winnt\Installer folder, install Visio, and then reinstall the antivirus software program. To do this, follow these steps:

Log on to the computer as Administrator or as a member of the Administrators group.
Warning This workaround may make your computer or your network more vulnerable to attack by malicious users or by malicious software such as viruses. We do not recommend this workaround but are providing this information so that you can implement this workaround at your own discretion. Use this workaround at your own risk.

Temporarily remove the antivirus software program from your computer. For more information about how to remove your antivirus software program from your computer, view your antivirus software documentation or contact your antivirus software manufacturer.

Note When you remove the antivirus program from the computer, you may receive an error message that is similar to the following, where RegistryKey is a specific registry subkey:

Error 1404: Cannot delete RegistryKey. Verify that you have sufficient access to the key or contact your support personnel.

If you receive the "Error 1404" error message, remove the registry subkey that is referred to in the error message. To do this, follow these steps:

Warning If you use Registry Editor incorrectly, you may cause serious problems that may require you to reinstall your operating system. Microsoft cannot guarantee that you can solve problems that result from using Registry Editor incorrectly. Use Registry Editor at your own risk.
1. Click Start, click Run, type regedt32 in the Open box, and then click OK.
2. Locate the registry subkey that is referred to in the "Error 1404" error message. Make sure that you locate the exact registry subkey that is specified in the error message.
3. Right-click the registry subkey that you located in the previous step, and then click Permissions.
4. Under Group or user names, click Administrators, click to select the Full Control check box under Allow, and then click OK.
5. Right-click the registry subkey, and then click Delete.
  
  When you are prompted to confirm the deletion, click Yes.
Start Windows Explorer, and then locate the drive:\Winnt\Installer folder. In this folder location, drive is the hard disk where Windows is installed.

Note This folder may be hidden. If the drive:\Winnt\Installer folder does not appear in Windows Explorer, follow these steps:
1. On the Tools menu, click Folder Options, and then click the View tab.
2. Under Advanced settings, click to select the Show hidden files and folders check box, and then click OK.
Grant appropriate access permissions for the drive:\Winnt\Installer folder for the following groups:

Administrators: Full Control
SYSTEM: Full Control

To do this, follow these steps:
1. Right-click the drive:\Winnt\Installer folder, and then click Properties.
2. Click the Security tab.
3. In the Name list, click the appropriate user group or user name that you want to assign permissions for. For example, click Administrators.
4. Under Allow, click to select the check box for the appropriate permission that you want to set, and then click OK. For example, click to select the Full Control check box, and then click OK.
Restart the computer.
Insert the Visio CD into the CD or DVD drive, and then run the Visio Setup program.
After the Visio Setup program has completed running, reinstall your antivirus software program.

MORE INFORMATION

For additional information about how to troubleshoot a similar issue when you install Microsoft Office XP, click the following article number to view the article in the Microsoft Knowledge Base:

297920 Setup appears to stop responding, followed by internal error 2336 or 2755

For information about how to contact your antivirus program manufacturer, 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

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 this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.

Additional query words: prb Visio2002

Keywords: kbtshoot kberrmsg kbprb KB323516

Microsoft KB Archive/323516

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