Microsoft KB Archive/312070

Knowledge Base

Computer may stop responding when you install Encarta programs

Article ID: 312070

Article Last Modified on 6/8/2007

---

APPLIES TO

• Microsoft Encarta Standard 2007
• Microsoft Encarta 2006
• Microsoft Encarta Encyclopedia Deluxe 2005
• Microsoft Encarta Encyclopedia 2004 Deluxe Edition
• Microsoft Encarta Encyclopedia 2003 Deluxe Edition
• Microsoft Encarta Encyclopedia 2002 Deluxe Edition
• Microsoft Encarta Encyclopedia Standard 2006
• Microsoft Encarta Encyclopedia Standard 2005
• Microsoft Encarta Encyclopedia 2004 Standard Edition
• Microsoft Encarta Encyclopedia 2003 Standard Edition
• Microsoft Encarta Encyclopedia 2002 Standard Edition
• Microsoft Encarta Reference Library 2003
• Microsoft Encarta Reference Library 2002
• Microsoft Encarta Reference Library Premium 2005
• Microsoft Encarta Reference Library 2004
• Microsoft Encarta Reference Library Premium 2005
• Microsoft Encarta Reference Library 2004
• Microsoft Encarta Reference Library 2003
• Microsoft Encarta Reference Library 2002
• Microsoft Encarta Premium 2007
• Microsoft Encarta Premium 2006
• Microsoft Student 2006
• Microsoft Student with Encarta Premium 2007

---

This article was previously published under Q312070

SYMPTOMS

When you install any one of the products listed in the "Applies to" section, the computer may stop responding (hang).

CAUSE

This issue may occur if either of the following conditions is true:

• Your computer has programs running in the background that are using resources the installation process requires to update and cannot access or may be causing a conflict.
• Your CD player has trouble reading the CD installation disc.

RESOLUTION

To resolve this issue, follow these steps in the order that they appear in.

Perform a clean boot procedure

To perform a clean boot procedure, use the appropriate method for your version of Microsoft Windows.

Microsoft Windows XP

1. Click Start, click Run, type msconfig in the Open box, and then click OK.
2. Click the General tab, and then click Selective Startup.
3. Under Selective Startup, click to clear the following check boxes :
   • Process SYSTEM.INI file
   • Process WIN.INI file
   • Load Startup Items
4. Click the Services tab, click to select the Hide All Microsoft Services check box, and then click Disable All.
5. Click OK, and then click Restart to restart the computer.

For more information about how to perform a clean boot in Windows XP, click the following article number to view the article in the Microsoft Knowledge Base:

310353 How to perform a clean boot in Windows XP

Microsoft Windows Millennium Edition

For more information about how to perform a clean boot, click the following article number to view the article in the Microsoft Knowledge Base:

267288 How to perform a clean boot in Windows Millennium Edition

Microsoft Windows 98

1. Click Start, click Run, type msconfig in the Open box, and then click OK.
2. On the General tab, click Selective Startup, and then click to clear the following check boxes:
   • Process Config.sys File
   • Process Autoexec.bat File
   • Process Winstart.bat File (if available)
   • Process Win.ini File
   • Load Startup Group Items
3. Click OK.

When you are prompted to restart the computer, do so.
For more information about how to clean boot Windows 98, click the following article number to view the article in the Microsoft Knowledge Base:

192926 How to perform clean-boot troubleshooting for Windows 98

Note To restore your original Startup options, click Normal Startup on the General tab in System Configuration Utility.

Remove Encarta Reference Library

1. Click Start, point to Settings, and then click Control Panel.
2. Double-click Add/Remove Programs.
3. On the Install/Uninstall tab, double-click Microsoft Encarta Reference Library, and then follow the instructions appear on the screen for the removal.
   

Note In Windows XP, click Change or Remove Programs, click Microsoft Encarta Reference Library, click Change/Remove, and then follow the instructions appear on the screen for the removal.

Remove program folders

1. Click Start, click Run, type "c:\Program Files\Microsoft Encarta" in the Open box (including quotation marks), and then click OK.
2. In the Microsoft Encarta dialog box, click the Encarta Reference Library 200x folder, and then press DELETE.
3. Close the Microsoft Encarta dialog box.
4. Click Start, click Run, type "c:\Program Files" in the Open box (including quotation marks), and then click OK.
5. If you are using Encarta 2002, click the Microsoft FactFinder folder, and then press DELETE.
   
   Note The FactFinder folder is not included in Encarta 2003.
6. Close the Program Files dialog box.
7. Click Start, click Run, type "c:\Program Files\Common Files\Microsoft Shared" in the Open box (including quotation marks), and then click OK.
8. If you are using Encarta 2002, in the Program Files\Common Files\Microsoft Shared dialog box, select the following folders, and then press DELETE:
   • Encarta Researcher
   • Reference 2002
   Note If you are using Encarta Reference Library 2003, delete Encarta Researcher, Reference 2002, and Reference 2003.
9. Close the Program Files\Common Files\Microsoft Shared dialog box.

Clean the program CD

To do this, use a CD cleaning kit, or gently wipe the silver side of the CD with a soft, lint-free cotton cloth. Wipe from the center of the CD outward.

Note Do not use paper. Paper can scratch the plastic and leave streaks, and do not use a circular motion when you wipe the CD.

If the issue continues to occur, clean the CD with a damp cloth or a commercial CD cleaning solution. Dry the CD thoroughly before you insert it into the CD drive.

For more information about how to troubleshoot CD or DVD issues, click the following article number to view the article in the Microsoft Knowledge Base:

218617 How to troubleshoot CD-ROM or DVD-ROM read issues

Install the Encarta Reference Library

Insert the installation CD, and then select Typical or Minimal installation. Follow the instructions that appear on the screen for the installation process.

MORE INFORMATION

If Setup is run subsequent times and it appears to complete successfully, the following issues may occur:

• Installer skips recopying the files, and partially coping files when it previously stopped responding.
• Issues that occur later in specific features of the program.
• The files copied before the program stopped responding are not removed by Installer or the Add/Remove Programs tool.

Additional query words: freeze setup ENC

Keywords: kbprb kbimu kbexpertisebeginner KB312070

---

Send feedback to Microsoft

© Microsoft Corporation. All rights reserved.