Microsoft KB Archive/238012

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Article ID: 238012

Article Last Modified on 1/24/2007


APPLIES TO

  • Microsoft Windows 98 Standard Edition
  • Microsoft Office 2000 Premium Edition
  • Microsoft Office 2000 Professional Edition
  • Microsoft Office 2000 Standard Edition
  • Microsoft Office 2000 Small Business Edition
  • Microsoft Office 2000 Developer Edition
  • Microsoft Access 2000 Standard Edition
  • Microsoft Excel 2000 Standard Edition
  • Microsoft FrontPage 2000 Standard Edition
  • Microsoft Outlook 2000 Standard Edition
  • Microsoft PowerPoint 2000 Standard Edition
  • Microsoft Word 2000 Standard Edition


This article was previously published under Q238012

For a Microsoft Office XP version of this article, see 290556.

SUMMARY

This article describes how to troubleshoot when you are installing Microsoft Office programs under Microsoft Windows 98 and Setup appears to stop responding (hang) without apparent errors.

MORE INFORMATION

Make Sure That Setup Has Actually Stopped Responding

Setup may appear to stop, but in fact it is continuing slowly. Wait longer (about 20 minutes) before you end Setup. Before you conclude that Setup is stopped, check the CD-ROM drive light and hard disk light for activity. Also, press CTRL+ALT+DELETE, and check to see whether the Office Setup task appears as "Not Responding" in the Close Programs dialog box.

Create a Verbose Log File

If Setup stops and you do not receive any error messages, you can use a verbose log file to determine what action Setup was performing when it stopped. To create a verbose log file, follow these steps:

  1. With the Office 2000 in the CD-ROM drive, click Start and then click Run.
  2. In the Open edit box, type <CD-ROM drive letter>:\setup.exe /L*v! c:\verbose.log


This creates a very detailed log file called Verbose.log at the root of the C drive. This file may be requested if you contact Microsoft Technical Support for further troubleshooting.

For additional information about creating and reading Office Setup logs, click the following article numbers to view the articles in the Microsoft Knowledge Base:

237957 How to use an Office 2000 Setup log file to troubleshoot Setup problems


230861 OFF2000: How to Customize Office Setup Logging Options


Quit All Unnecessary Programs

Quit all unnecessary programs that are running before you run Office 2000 Setup. To do so, follow these steps:

  1. On the Windows taskbar, click Start, and then click Run.
  2. Type msconfig in the Open box, and then click OK.
  3. Click Selective startup on the General tab of the System Configuration Utility dialog box. Clear the following check boxes under Selective Startup:

    • Process Config.sys file
    • Process Autoexec.bat file
    • Process Winstart.bat file
    • Process System.ini file
    • Process Win.ini file
    • Load startup group items



    NOTE: One or more of these check boxes may not be available, depending on the files present on your computer.
  4. Click OK.
  5. Click Yes when you are prompted to restart your computer.



NOTE: If a beta version of Office 2000 has been installed, it must be uninstalled before you install the final version. Although Setup should prompt you to remove such a pre-release version, the alert may not appear.
For additional information about this problem and removing the beta installed version, click the article number below to view the article in the Microsoft Knowledge Base:

224434 OFF2000: Beta 2 Not Detected During Setup


Clean Boot Windows 98

For information about clean booting Windows 98 using the System Configuration Utility, please see the "Using System Configuration Utility" and "Narrowing the Focus" sections in the following Microsoft Knowledge Base article:

192926 How to Perform Clean-Boot Troubleshooting for Windows 98


Setup from Flat File

If there is enough space available on the hard disk, make a flat file of the contents of Office 2000 CD-ROM disk 1 by following these steps:

  1. Create a new folder at the root of a hard disk volume and name it "Flatfile".
  2. Copy the whole contents of the CD-ROM disk 1 in the "Flatfile" folder. In Windows Explorer, click the CD-ROM icon, and then click Select All on the Edit menu. Drag the items thus selected on the right side of the Explorer window to the Flatfile folder on the left.


If there are errors during the copy, it may indicate problems with the CD-ROM disk, lens, or drive.

You can use this flat file to install from a clean start or in Windows Safe Mode (see next section). Having a flat file makes it unnecessary to turn on real mode CD-ROM drivers in Safe Mode. If Setup from a flat file fails in Safe Mode or with a clean boot, there is still the possibility of a problem with the CD-ROM, because a damaged flat file may be created without generating an error.

Start Windows in Safe Mode

Windows has a built-in troubleshooting mode named Safe Mode. It bypasses startup files and uses only basic system drivers, including basic networking. When you start Windows in Safe Mode, Windows uses only the mouse, keyboard, and standard video graphics adapter (VGA) device drivers. This makes Safe Mode useful for isolating and resolving error conditions that are caused by both real-mode and Windows-based drivers. Windows also has troubleshooting features that may help you identify the problem. To start Windows in Safe Mode and make the additional troubleshooting features available, follow these steps:

  1. Click Shut Down on the Start menu. Click Restart and then click OK.
  2. Press and hold down the CTRL key until the Microsoft Windows 98 Startup Menu appears.
  3. On the menu, select Safe mode, and then press ENTER. Windows starts in Safe mode.

When you use Safe Mode or when you turn off 32-bit protected-mode drivers, Windows does not process protected-mode drivers (the Autoexec.bat and Config.sys files). Therefore, the CD-ROM drive is not available. To use Safe Mode with CD-ROM drive support, determine whether Windows uses protected-mode drivers for the CD-ROM drive. If Windows is using protected-mode drivers, install the real-mode (MS-DOS) drivers for the CD-ROM drive. The real-mode drivers are usually located on a disk that is shipped with the CD-ROM drive or with the computer. The drivers are installed in the Autoexec.bat and Config.sys files.

For additional information about determining whether Windows is using protected-mode drivers, please see the following article in the Microsoft Knowledge Base:

151634 Protected-Mode CD-ROM Drive Support in Windows


For additional information about installing real-mode drivers for the CD-ROM, please see the following article in the Microsoft Knowledge Base:

167069 Installing Real Mode CD-ROM Drivers for Office Installation


Check for a Valid Temporary Folder and Delete Temporary Files

There should be at least 50 megabytes (MB) of free space on the hard disk that contains the temporary folder. To check for a temporary folder and delete excess files from that folder, follow these steps:

  1. Restart your computer. Press and hold down the CTRL key until the Microsoft Windows 98 Startup Menu appears.
  2. On the menu, select Command Prompt Only, and press ENTER.
  3. At the MS-DOS prompt, type cd %temp% and press ENTER. If you get an error, continue with step 4. If the directory path changes with the final item in the path showing temp, go to step 6.
  4. At the MS-DOS prompt, type set and press ENTER. Note the location of the TEMP variable.
  5. Change to the folder you noted in step 4. For example, if TEMP is set to C:\Windows\Temp, type the following line and then press ENTER:

    cd\windows\temp

    If the folder you noted in step 2 does not exist, create the folder. To create a temporary folder, type the following command and then press ENTER:

    md c:\windows\temp

  6. Delete any temporary files in this folder. Temporary files have a .tmp file name extension. To delete these files, type the following line, and then press ENTER:

    del *.tmp

NOTE: Do not delete these files when you are running Windows because Windows or a Windows-based program may be using one of these files.

In Windows 98, you can delete many unused or temporary files by using the Disk Cleanup utility. For more information about using this utility, please see the following article in the Microsoft Knowledge Base:

186099Description of the Disk Cleanup Tool


Check the Hard Disk for Disk Errors and Fragmentation

Use the Scandisk program to check the hard disk for lost clusters and other file allocation table (FAT) errors and test the hard disk integrity. You can also use the Scandisk program to repair any of these problems. To run Scandisk, follow these steps:

  1. On the Start menu, point to Programs.
  2. Point to Accessories, point to System Tools, and then click Scandisk.
  3. Click the drive that you want to check for errors, and then click Start.

Hard disks that are very fragmented can affect the performance and reliability of Office programs and other tasks in Windows. To resolve this problem, run Disk Defragmenter to defragment the hard disk drive. To run Disk Defragmenter, follow these steps:

  1. On the Start menu, point to Programs.
  2. Point to Accessories, point to System Tools, and then click Disk Defragmenter.
  3. Click the drive that you want to defragment in the Which drive do you want to defragment list, and then click OK.

Turn Off the CD-ROM Drive Cache and DMA

If the problem occurs while you are reading from a CD-ROM drive, try turning off the CD-ROM drive cache. This may make the drive more reliable but reduce performance. To turn off the CD-ROM drive cache, follow these steps:

  1. Click Start, point to Settings, and then click Control Panel.
  2. In Control Panel, double-click System.
  3. Click the Performance tab, and then click File System.
  4. Click the CD-ROM tab. In the Optimize access pattern for list, click to select No Read-Ahead.
  5. Drag the Supplemental cache size slider to the left position (the Small setting), and then click OK.

If you are using real-mode CD-ROM drivers, the drive may be cached by the Smartdrv.exe program. If this is the case, the Smartdrv.exe program must be made unavailable in the Autoexec.bat file. To do this, follow these steps:

  1. Click Start, point to Programs, point to Accessories, point to System Tools, and then click System Information.
  2. On the Tools menu, click System Configuration Utility.
  3. Click the Autoexec.bat tab.
  4. Click to clear the Smartdrv check box, and then click OK.
  5. To restart the computer for the change to take effect, click Yes.

Also turn off DMA or Direct Memory Access as detailed in the "Workaround" section of the following Microsoft Knowledge Base article:

190630OFF: Kernel32.dll and Other Errors When You Install Products with DMA Enabled


Verify That the Compact Disc Is Clean and Unscratched

If the problem occurs while you are installing from a compact disc, verify that the compact disc you are using is clean. You can wipe the compact disc with a soft, lint-free cloth. Also ensure that there are no large scratches on the compact disc. If the compact disc is damaged and unreadable, error messages may appear during installation.

For additional information, please see the following article in the Microsoft Knowledge Base:

174713 Troubleshooting Installation from Compact Disc Media


Check for a Damaged Swap File

Setup problems may also appear if your Windows swap file is damaged. To create a new swap file, restart the computer in MS-DOS mode, delete the Win386.swp file in the Windows folder, and then restart the computer. To create a new swap file, follow these steps:

  1. Click Shut Down on the Start menu. Click Restart and then click OK.
  2. Press and hold down the CTRL key until the Microsoft Windows 98 Startup Menu appears.
  3. On the menu, select Command prompt only, and then press ENTER.
  4. At the MS-DOS prompt, change to the Windows folder by typing the following command

    cd <drive>:\Windows

    where drive is the drive letter that contains the Windows folder. Typically, this is drive C.

    NOTE: The swap file exists in the Windows folder if Windows manages virtual memory settings on your computer. If you chose to manage virtual memory settings on the computer, the swap file exists at the root level of the hard disk. To determine whether Windows manages virtual memory settings, right-click My Computer, click Properties, click Performance, and then click Virtual Memory.
  5. To delete the swap file, type the following:

    del Win386.swp

  6. After you delete the swap file, restart the computer.

Check for Software Updates

Outdated and incompatible software may also cause setup problems. Check with the manufacturer of the computer for various software updates, such as BIOS updates, OEM Windows updates, and hardware driver updates such as CD-ROM, video, and printer drivers. If you are using third-party partitioning software--for example, EZDrive, or Ontrack Disk Manager--verify that you have the most recent versions of these products.

Scan the Computer for Viruses

If a virus is present on your computer and has damaged some files, problems may appear when you run Setup. Scan the hard disk and floppy disks with a virus detector. If the virus detector finds a virus on your computer, remove the virus before you run the Office Setup again.

NOTE: Do not run a virus detector terminate-and-stay-resident (TSR) program while you run the Setup program. Run a virus detector before you run Setup and then turn it off.

Check for Registry Damage

When you start Windows in Safe Mode, Windows does not read the whole registry. Therefore, damage to the registry may not be evident when you run Windows in this mode. It may be necessary to replace the existing registry (System.dat) with a backup to determine whether the problem is caused by a damaged registry.

Windows includes a tool named Registry Checker that can scan your registry for corruption, and if necessary, restore a backup of the registry. Follow these steps to use Registry Checker to scan your registry:

  1. Click Start, point to Programs, point to Accessories, point to System Tools, and then click System Information.
  2. On the Tools menu, click Registry Checker. You may receive the following error message:

    Windows encountered an error accessing the system registry. Windows will restart the computer and repair the system registry for you.

    If you receive this error message, proceed to step 3. If you do not receive the error message, your registry is okay.
  3. To restart your computer, click OK.
  4. Press ENTER when the Microsoft Windows 98 Startup Menu appears.
  5. At the command prompt, type Scanreg and then press ENTER.
  6. In the Check Your Registry dialog box, press ENTER. You should receive the following prompt:

    Windows found an error in your system files and restored a recent backup of the files to fix the problem.

  7. Press ENTER to restart your computer.

For additional information about Registry Checker, please see the following articles in the Microsoft Knowledge Base: 183887 Description of the Windows Registry Checker Tool (Scanreg.exe)

184075 Description of Microsoft System Information (Msinfo32.exe) Tool

Check Hardware

If you exhaust all other troubleshooting steps and you are still receiving error messages, it is possible that one or more pieces of your hardware are incompatible with Windows or are damaged. To identify a problem with your computer hardware, contact your computer vendor.

Badly seated memory or bad memory has been reported to cause Kernel32.dll error messages. Switching memory around in the motherboard memory banks has been known to correct some of these issues.

It has also been reported that running the Atron 380 Bus Mastering Ethernet Card can cause Kernel32.dll errors. Removing this card from the computer may resolve these error messages.

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.

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.

For information about how to contact the companies mentioned in this article, click the appropriate article number in the following list to view the article in the Microsoft Knowledge Base:

65416 Hardware and Software Third-Party Vendor Contact List, A-K

60781 Hardware and Software Third-Party Vendor Contact List, L-P

60782 Hardware and Software Third-Party Vendor Contact List, Q-Z


Reinstall Windows in a New Folder

Use this method only after you try all of the troubleshooting steps in this article. If you reinstall Windows in a new folder you must reinstall all Windows-based programs under the new Windows installation.

For additional information, please see the following article in the Microsoft Knowledge Base:

200378 OFF2000: How to Install Windows 98 to a New Folder to Troubleshoot Problems in Office 2000


Turn Off Enhanced BIOS Features

Most computers have several enhanced settings that allow the computer to fully use the computer hardware. These high-speed settings can cause the system to become unstable; turning off these features may make the computer more stable. Contact your computer manufacturer for information about entering the basic input/output system (BIOS) and changing the BIOS settings. You can enter the BIOS on most systems immediately after turning on the power. Usually a keystroke, such as DEL, is required to enter the BIOS. Below are the common features that can interfere with Office programs:

  • Memory Shadow RAM
  • Video Shadow RAM
  • Internal Cache
  • External Cache
  • Built-in Virus Protection

Newer chipsets may have more advanced features, such as memory wait states, that may cause errors. Most BIOS installation programs have an option to load the BIOS default settings. This option usually turns off all advanced features.

WARNING: Incorrectly altering hardware BIOS settings can cause serious problems that may cause your computer to fail to start or function properly. Microsoft cannot guarantee that problems that result from the incorrect setting of hardware BIOS options can be solved. Alter the hardware BIOS settings at your own risk.


Additional query words: OFF2000 hangs freeze freezes

Keywords: kbsetup kbstoprespond kbperformance kbtshoot KB238012



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