Knowledge Base

OL98: How to Troubleshoot Active Setup Problems in Windows 2000

PSS ID Number: 277554

Article Last Modified on 5/20/2003

The information in this article applies to:

Microsoft Internet Explorer 5.5 for Windows 2000
Microsoft Internet Explorer 5.01 for Windows 2000 SP 1
Microsoft Outlook 98

This article was previously published under Q277554

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

SUMMARY

This article describes the conditions and error messages that may result when you try to start Outlook after you run Microsoft Active Setup. Outlook may not start successfully or it may return errors during normal operations. This article applies to Outlook 98 installed in Windows 2000 Professional, Server or Advanced Server.

If you have installed Terminal Services on the Windows 2000 Server or Advanced Server, please refer to the white paper, "How to Install Outlook in a Windows Terminal Server Environment." You can use this white paper to install or troubleshoot Outlook when it is running in a Terminal Services environment. This white paper is available at the following Microsoft Web site:

http://support.microsoft.com/support/outlook/whitepapers/outlookts.doc

If the white paper does not resolve your original issue, use the steps in the "More Information" section of this article. Make sure this entire process is done when only one user session (the session that is making this repair) is running.

WARNING: This article contains procedures specific to the operating system and Internet Explorer version that you currently have installed on your computer. If you do not have Windows 2000 Professional, Server or Advanced Server, please refer to another article that applies to your operating system and Internet Explorer version. You can seriously damage your operating system if you use the incorrect instructions.

185357 OL98: How to Troubleshoot Active Setup Problems in Windows 95

277552 OL98: How to Troubleshoot Active Setup Problems in Windows 98, 98 SE or ME

277553 OL98: How to Troubleshoot Active Setup Problems in Windows NT 4

MORE INFORMATION

The following are the error messages or symptoms that you may experience when you try to start Outlook 98:

Outlook stops responding (hangs).
Upon completion, Setup states that items were not installed.
You receive errors when you try to add components.
Setup tries to connect to the Web installation site even if you specified Setup to run from your CD-ROM.

These error messages or symptoms indicate that your Outlook 98 installation is damaged or incomplete. The following are the most common causes of these behaviors:

An anti-virus program was running when you ran Outlook 98 Active Setup.
You installed Outlook in a Windows 2000 user profile that had insufficient permissions or the first run of Outlook was in the same user profile that you used for the installation.
Other programs may have been running that used system resources required for Active Setup.
Internet Zone Security is set to the highest level.
Inaccurate information was written to the Setup log files.
Files were damaged in the download process if you installed them from the Web.

Use the steps in this section to successfully set up Outlook.

Step A: General Windows 2000 Installation Considerations.

Because of the security features of Windows 2000, there are situations where software installation can have difficulties. If you did not install Outlook 98 in the administrator profile or a Windows 2000 user profile in the Administrators group, Outlook does not install. However, the administrator profile is preferred for installation of Outlook 98. If you did not install Outlook 98 in the administrator profile (or you installed it in another operating system before you upgraded to Windows 2000), uninstall Outlook in the profile it was installed in, and then use the steps in this section to re-install Outlook 98, while you are logged into the Local Administrator profile.

Step B: Close All Error Messages, Programs and Disable the Automatic Startup of Windows Applications and Services

Close all open error messages by clicking Cancel.
Close all programs.
Right-click My Computer, and then click Manage.
In the leftmost panel of the Computer Management dialog box, double-click the Services and Applications tree, and then click Services. In the right panel, note the status of each service that is listed (you have to reset them back to this status later in this process). Use the With the exception of the Services listed below option to stop each service, and then set the Startup setting to Disable. To do this:
1. Right-click the service that you want to stop, click Properties, and then click Stop in the Service status section of the Computer Management dialog box. Note what type (Automatic or Manual) of startup is in the Startup type box, click Disabled to disable automatic startup of that service.
2. Click OK.
3. The following services are considered essential for the Windows 2000 operating system and should not be disabled:
  
  Alerter
  Computer Browser
  EventLog
  License Logging Service
  Messenger
  Net Logon
  NT LM Security Support Provider
  Plug and Play
  Protected Storage
  Remote Procedure Call (RPC) Service
  Server
  Spooler
  TCP/IP NetBIOS Helper
  Workstation
If your anti-virus or another program cannot be turned off from the Windows Task Manager or by disabling the service, uninstall it with the Add/Remove Programs icon in Control Panel. These programs provide protection from virus infection by preventing certain operating system resources from being updated and they may prevent a successful installation.NOTE: If you uninstall your anti-virus program, remember to reinstall it after you complete these steps.

Step C: Backup and Delete Registry Keys

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.

Use the Registry Editor to back up and remove each of the following registry keys. To do this:

Click Start, and then click Run.
In the Open box, type regedit, and then click OK.
Click to select one of the following registry keys

HKEY_CURRENT_USER\Software\Microsoft\Active Setup

HKEY_LOCAL_MACHINE\Software\Microsoft\Active Setup

HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Run

HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion \RunServices

and then click Export Registry File on the Registry menu. Do this for all four registry keys.
In the File name box, type a unique name for the key, and then click Save. This exports the key to the location that you indicate in the Save In box. You can select your desktop as the destination.
Locate the following registry keys, right-click the registry key, and then click Delete. Do this for all of the four registry keys:

HKEY_CURRENT_USER\Software\Microsoft\Active Setup

HKEY_LOCAL_MACHINE\Software\Microsoft\Active Setup

HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Run

HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion \RunServices
After you backup and delete each of the four registry keys, close the Registry Editor and proceed with step D.

Step D: Rename the Setup Log Files

Click Start, point to Search, and then click For Files or Folders. Locate and rename the file extension of each of following files to a non-standard extension such as .old:

Active Setup.log
Active Setup Log.txt

Step E: Rerun Outlook 98 Active Setup

Click Start, point to Settings, and then click Control Panel.
In Control Panel, double-click the Add/Remove Programs icon.
Click Microsoft Outlook 98, and then click Add/Remove.
Click Rerun Outlook 98 Setup, and follow the Setup Wizard instructions. When you receive the prompt to prevent the overwriting of newer files for related programs, click Install only newer components.
Restart your computer.
Log on to the same Windows 2000 user profile that you used in the previous step and allow setup to complete.
Start Outlook and verify that it opens and runs successfully. If you receive error messages during setup or experience the same issue, skip step F and go to step G.

Step F: Restore Automatic Startup of Windows Applications and Services

After you complete the setup, restore the following two registry keys by double-clicking the key file that you saved on your desktop in step C:

HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Run

HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion \RunServices
Right-click My Computer, and then click Manage.
In the leftmost panel of the Computer Management dialog box, double-click the Services and Applications tree, and then click Services. In the right panel, right-click each service that you stopped in step C, and then click Properties. Change the Startup type back to Automatic or Manual (as it was originally configured).
Click Start to restart the service.
Click OK

NOTE: Verify that Outlook opens and runs successfully. If you still experience the same issue, continue with step G.

Step G: If You Received Errors During Outlook Setup, Startup, or if Your Issue Has Not Been Resolved

If you receive one or more error messages while you try to run Active Setup or start Outlook, use the following steps:

Right-click the Internet Explorer icon on your desktop, and then click Properties.
On the General tab, click Delete Files in the Temporary Internet Files section, and then click OK.
On the Programs tab, click to select the Internet Explorer should check to see whether it is the default browser check box.
On the Security tab, set the security level to Low in the Internet zone section. This setting can be reset to a higher level after you complete this process.
Click Apply, and then click OK.
Change the file extension to rename the following files, if they exist:

Active Setup.log
Active Setup Log.txt
Acmeeng.inf
Outsetup.inf
Jobexec.dll
Advpack.dll
Inseng.dll
Mapi.dll
Mapi32.dll
Mapisp32.exe Wininet.dll
Wintrust.dll
Urlmon.dll
Delete the following folders, if they exist:

Ixp000.tmp
Acme000
Acme001
Use the Registry Editor to delete the following registry keys:

HKEY_CURRENT_USER\Software\Microsoft\Active Setup

HKEY_LOCAL_MACHINE\Software\Microsoft\Active Setup
Double-click My Computer, and then right-click your C: drive.
Click Properties to view your free space. Setup may require up to 120 megabytes (MB) of free space, depending on the installation options, in addition to the normal free space requirements of your operating system. Microsoft Windows requires a range of free space on your Windows drive that is equal to the lesser of two times your random access memory (RAM), or 5 percent (%) of your drive C.For additional information about how to increase your free space, click the article number below to view the article in the Microsoft Knowledge Base:

187876 WINUP-Not Enough Free Disk Space to Install UpDate Components
Follow all of the steps that are outlined in Step E to rerun Active Setup. After you complete the rerun of Active Setup, follow the steps outlined in Step F to restore your startup programs.

Step H: How to Repair Internet Explorer 5

If you suspect that Outlook 98 installed Internet Explorer 4 over your Internet Explorer 5.01, 5.01 Service Pack 1 (SP1), or 5.5 installation, use the following steps to repair your Internet Explorer:

Click Start, and then click Run.
In the Open box, type the following command:

rundll32 setupwbv.dll,IE5Maintenance "C:\Program Files\Internet Explorer\Setup\SETUP.EXE" /g "C:\WINDOWS\IE Uninstall Log.Txt"

NOTE: This command line is case sensitive.
Click OK, and then restart your computer.

For additional information on Outlook Setup, click the article numbers below to view the articles in the Microsoft Knowledge Base:

180462 OL98: How to Add Components to Outlook 98

181980 OL98: What Setup Option Should I Choose When I Install Outlook

193576 Err Msg: An Unknown Error Has Occurred During Installation

Additional query words: 98 ipf gpf active setup log txt acmeeng inf outsetup jobexec dll advpack inseng mapi mapi32 mapisp32 exe wininet wintrust urlmon

Keywords: kbhowto kbtshoot KB277554
Technology: kbIE2000Search kbIE501Win2000 kbIE501Win2000SP1 kbIE550Search kbIE550Win2000 kbIEsearch kbOutlook98Search kbOutlookSearch kbZNotKeyword3

Microsoft KB Archive/277554

Contents