Microsoft KB Archive/110420

Troubleshooting Word 6.0 for Windows Setup Problems

Q110420

The information in this article applies to:

Microsoft Word for Windows, versions 6.0, 6.0a, 6.0c

SUMMARY

This article describes common Setup problems you may encounter when you install Word for Windows. Use this article as a troubleshooting guide to assist you in diagnosing and resolving these problems. In many cases, this article refers you to another Microsoft Knowledge Base article that addresses a particular Setup problem in greater detail.

This article contains the following four sections:

General Troubleshooting
Setup Stops or Hangs Your Computer
Setup Error Messages
Cannot Start Word After Successfully Completing Setup

GENERAL TROUBLESHOOTING

You can resolve most Setup problems, regardless of their specific cause, using these General Troubleshooting procedures. If you do not find information about your particular Setup problem in the remaining sections of this article or in other Microsoft Knowledge Base articles, use these General Troubleshooting steps and then run Setup again.

IMPORTANT: If you modify your CONFIG.SYS or AUTOEXEC.BAT file using any of the troubleshooting steps below, be sure to restart (reboot) your computer so the changes can take effect.

Make sure your PATH statement in the AUTOEXEC.BAT file includes the location of your Windows program directory and your MS-DOS directory (or the location of SHARE.EXE), including the drive letter. If the PATH statement includes the Windows program directory without the drive (for example, "\WINDOWS" instead of "C:\WINDOWS"), Windows may set the WINDIR variable incorrectly. If your PATH statement does not include the directory where SHARE.EXE is located (usually the MS- DOS directory), Setup may be unable to locate the SHARE utility. In either case, Setup may fail.

Correct PATH statement example:

PATH C:\WINDOWS;C:\DOS

Incorrect PATH statement example (drive letter missing):

PATH \DOS;\WINDOWS

Note: WINDIR is an environment variable set by Windows, based on the location of the WIN.COM file.
Start Windows with Program Manager as the shell instead of a third- party Windows shell application such as Norton Desktop for Windows (NDW.EXE) or Central Point PC Tools Desktop (WNDT.EXE). To use Windows Program Manager as the shell instead of a different application, modify the SHELL setting in the [Boot] section of your SYSTEM.INI file to the following:
```
      [Boot]
      SHELL=PROGMAN.EXE 
```
IMPORTANT: You must exit and restart Windows after you modify SYSTEM.INI so the change can take effect.
Replace any third-party extended and upper memory managers (such as QEMM) with the MS-DOS extended-memory manager (HIMEM.SYS) and upper memory manager (EMM386.EXE). In addition, make sure your EMM386.EXE settings are correct. For more information about EMM386.EXE, refer to your MS-DOS documentation.
Edit your AUTOEXEC.BAT file and remove or remark out (using the REM command) the SMARTDRV.EXE line.
Disable any virus-scanning software in your CONFIG.SYS and AUTOEXEC.BAT files. After you run Setup, you can re-enable the virus- scanning software.
Quit Windows and restart in standard mode (type win /s at the MS-DOS prompt).
Remove any SUBST or ASSIGN commands from your AUTOEXEC.BAT file. If necessary, you can restore these commands after you run Word Setup.
If you are using a video driver supplied with your computer, switch to the Windows video driver for your video display type (such as VGA).
If you are running MS-DOS version 6.0 or later, and if you are not using a third-party memory manager (such as QEMM), run the MS-DOS MEMMAKER utility. Sometimes Setup runs correctly after running MEMMAKER, especially in cases where Setup has hung after you responded (either Yes or No) to the WordPerfect Help prompt. If you are running IBM PC-DOS, use the RAMSETUP utility instead; see your PC- DOS documentation for information about RAMSETUP.
Check the TEMP setting in your AUTOEXEC.BAT file. Make sure it points to a valid location on a drive with at least 6 to 8 MB available disk space. If the TEMP setting is invalid or missing, modify your AUTOEXEC.BAT file.
Make sure the PATH statement in your AUTOEXEC.BAT file or the SET PATH statement in your CONFIG.SYS file does not contain more than 128 characters. The SHARERES.DLL file used by Word does not support a PATH statement longer than 128 characters.

Note: You might have a PATH statement longer than 128 characters if you run Microsoft Windows NT version 3.1. If you are running MS-DOS version 6.0 or 6.2, you can use a SET statement in your CONFIG.SYS file to set a PATH longer than 128 characters. Some third-party applications, such as NDOS, by Norton Utilities, or 4DOS, by JP Software, Inc., support longer PATH statements.
Check your AUTOEXEC.BAT file to make sure the location of SHARE.EXE is in your PATH statement. Setup needs to find SHARE in order to add it to your system configuration.
Verify that your Windows swap file is permanent instead of temporary. It may help to enlarge the swap file. Refer to your Windows documentation for more information about the Windows swap file.
Run the MS-DOS SCANDISK utility (MS-DOS version 6.2 and later only) to diagnose and repair any hard disk problems on the drive where you want to install Word. See your MS-DOS documentation for information about SCANDISK.
Run the MS-DOS DEFRAG utility (MS-DOS version 6.0 and later only) to reorganize the files on your hard disk and to optimize disk performance. See your MS-DOS documentation for information about DEFRAG.
If the computer has a Turbo mode, turn it off, either by resetting the switch and restarting the machine or resetting the CMOS switch.
Verify that the SYSTEM.DRV line is correct in the SYSTEM.INI. In the [boot] section of the SYSTEM.INI the line should read as follows:

   [boot]
   system.drv=system.drv

SETUP STOPS OR HANGS YOUR COMPUTER

Symptom: During Complete/Custom Installation, Setup hangs after you select the Word components to install and choose the Continue button.

-or-

During Typical Installation, Setup hangs after you choose the Yes or No button in the dialog box that asks if you want to install WordPerfect Help.

-or-

During Laptop Installation, Setup hangs after you choose the LapTop Installation button.

Resolution: Use General Troubleshooting steps in the preceding section.
Symptom: When you insert Disk 2 and press ENTER to continue, Setup hangs.

Resolution: Add the MS-DOS DRIVPARM command to your CONFIG.SYS file.

If a physical drive is not reading a disk properly and the disk is not physically defective, the MS-DOS DRIVPARM command in the CONFIG.SYS file often corrects the problem. The DRIVPARM command modifies the parameters of an existing physical drive; it does not create a new logical drive. The settings specified in the DRIVPARM command override the driver definitions for any previous block device.

Add the DRIVPARM command to your CONFIG.SYS file using the following syntax:
```
       DRIVPARM=/d:number /f:factor 
```
For more information about the DRIVPARM command, see your MS-DOS documentation.
Symptom: When you insert Disk 1 and press ENTER to continue, Setup hangs.

Resolution: On some clone computers, the BIOS may be out of date. Check the date and revision number of the BIOS of your computer to ensure that it is current (BIOS information usually appears on the screen when you start your computer.
Symptom: Setup hangs after you respond (either Yes or No) to the WordPerfect Help prompt.

Resolution: Use General Troubleshooting steps in the preceding section.

SETUP ERROR MESSAGES

Symptom: Setup may display one of the following types of error message:

Setup has encountered a problem. Please report file = 'WORD60A', line = 'NN' to Microsoft Product Support Services.

-or-

<Type of Error> Object ID <####>: <Description>

Note: In these error messages, <Type of Error> describes the general nature of the problem (such as "Setup Parse Error" or "Setup Error in Finalize Pass"); <####> is the number of a line in the SETUP.STF file; and <Description> describes precisely which process failed.

Resolution: Query on the error message in the Microsoft Knowledge Base and follow any instructions you find for the specific error message. If your error message is undocumented in the Microsoft Knowledge Base, use the "General Troubleshooting" steps above in this article.

For additional assistance in resolving these Setup error messages, query on the following words in the Microsoft Knowledge Base:
Symptom: WWINTL.DLL file error messages.

Workaround 1: If you participated in prerelease testing of Word 6.0, you may have a prereleased (Beta) version of Word on your system. If so, remove this version and install the retail version.

Workaround 2: If you used the Word 6.0a Patch disk to upgrade your installation of Word 6.0 to Word 6.0a and a "wrong WWINTL.DLL" error occurs when you try to start Word, you may have a bad Word 6.0a Patch disk. This problem does not occur when you run the patch that you downloaded from an online service. It only happens when you run the patch from a disk sent to you by Microsoft. To get Word 6.0 running again, you must run the Word Setup program and remove the Microsoft Word component. Then run Setup a second time and reinstall the Microsoft Word component. For detailed instructions, query on the following words in the Microsoft Knowledge Base:

bad and word and 6.0a and patch and disk and wwintl.dll

If you received a bad Word 6.0a Patch disk, Microsoft is sending you a replacement disk. You don't need to do anything further to obtain this corrected patch disk.
Symptom: Compliance Checking error messages. If you purchased an upgrade to Word 6.0, Setup requests verification of your eligibility to upgrade and may prompt you to insert one of the disks from a previous version of Word or another eligible word processing application. This process, known as "compliance checking," confirms that you are using Word 6.0 in compliance with applicable copyright laws.

Resolution: The U.S. (domestic) edition of Word 6.0 uses lenient compliance checking, which means that, even if you do not provide the appropriate disk, Setup installs Word. You can either insert the requested disk or choose the Continue button to finish installing Word. Some international, localized versions of Word use strict compliance checking, which means that Setup does not install Word until you provide verification of your eligibility to upgrade.
Symptom: The following error message appears at the end of Word Setup:

Cannot modify SETUP.STF

Workaround: This error message does not prevent Setup from successfully installing Word. Choose the OK button to close this error message.
Symptom: The following error message appears during Setup:

Setup detected older foreign language proofing tools that are incompatible with Microsoft Word 6.0. To upgrade these tools, please call Microsoft Customer Service or your local subsidiary. Choose Cancel to Exit Setup.

Workaround: Remove these foreign language proofing tool files, from Word 2.x, then rerun Word 6.0 Setup.
Symptom: Memory or disk space errors during Word or Office Setup.

Workaround: Ensure you have sufficient disk space on the drive where Setup is writing temporary files. Setup writes temporary files to the last available drive letter (for example, if you have drives C:, D:, H:, and K:, Setup writes temporary files to K:).

NOTE: Some of these error messages incorrectly refer to low memory instead of insufficient disk space.

CANNOT START WORD AFTER SUCCESSFULLY COMPLETING SETUP

If Word 2.x is installed on your system, rename your Word 2.x WINWORD.INI and NORMAL.DOT files to rule out the possibility that these files are affecting Word 6.0.
Switch to a different Windows printer driver using the Printers icon in Windows Control Panel. This rules out the possibility that your printer driver is affecting Word 6.0.
If general protection (GP) faults or "Out of Memory" error messages occur after you start Word 6.0, check the FILES and BUFFERS settings in your CONFIG.SYS file. Set FILES=60 in your CONFIG.SYS file unless you have a software application that requires a higher setting. Set BUFFERS=10 in your CONFIG.SYS file if you use SMARTDRV.EXE. Using a high number of buffers with SMARTDRV will decrease efficiency. If you are not using SMARTDRV, set BUFFERS=30. More buffers may improve disk access times but will use more conventional memory. See your MS-DOS documentation for more information on the correct FILES and BUFFERS settings for your computer.
If "Segment Load Failure" errors occur when you run Word, even after you uninstall and reinstall the Word Program component, delete the following files and then reinstall Word to rule out the possibility that any of these required component files is corrupted or damaged:

MORE INFORMATION

The PC Tools Desktop, Norton Desktop for Windows, and QEMM products included here are manufactured by Central Point Software, Symantec Corporation, and Quarterdeck Office Systems, respectively, vendors independent of Microsoft; we make no warranty, implied or otherwise, regarding these products' performance or reliability.

REFERENCES

"Microsoft Word User's Guide," version 6.0, pages 2-3, 770-773

Additional query words: 6.0 wph hang hung crash crashed locks locked frozen freezes crashing quit quits stopped crashes word6 pctools cps swapfile troubleshoot anti-virus virus-checking virus checker winword tshoot issue

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