Microsoft KB Archive/313458

Knowledge Base

Installation process stops responding with Microsoft Money, Works, or Picture It!

Article ID: 313458

Article Last Modified on 2/19/2007

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APPLIES TO

• Microsoft Digital Image Pro 10
• Microsoft Digital Image Pro 9
• Microsoft Digital Image Suite 9
• Microsoft Digital Image Suite 10
• Microsoft Money 2002 Standard Edition
• Microsoft Money 2002 Deluxe Edition
• Microsoft Money 2003 Deluxe Edition
• Microsoft Money 2004 Deluxe Edition
• Microsoft Money 2002 Deluxe and Business Edition
• Microsoft Money 2003 Deluxe and Business Edition
• Microsoft Money 2002 Suite
• Microsoft Money 2003 Suite
• Microsoft Money 2003 Suite
• Microsoft Money 2003 Standard Edition
• Microsoft Picture It! Digital Image Pro 7.0
• Microsoft Picture It! Express 9.0
• Microsoft Picture It! Express 10
• Microsoft Picture It! Photo 7.0 Premium Edition
• Microsoft Picture It! Photo 7.0 Premium Edition
• Microsoft Picture It! Photo Premium 9
• Microsoft Picture It! Publishing 2002 Platinum Edition
• Microsoft Picture It! Premium 10
• Microsoft Works 6.0
• Microsoft Works Suite 2002
• Microsoft Money 2005 (all editions), when used with:
  • Microsoft Windows Millennium Edition
• Microsoft Digital Image Standard 2006
• Microsoft Digital Image Starter Edition 2006
• Microsoft Digital Image Suite 2006

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This article was previously published under Q313458

SYMPTOMS

When you try to install one of the programs that are listed in the "Applies To" section, the setup process may stop responding (hang) during the Background Intelligent Transfer Service (BITS) installation -- when the installation is approximately 70-percent complete. The setup process may also stop responding during the Queue Manager (QM) installation.

CAUSE

This issue may occur if Norton System Doctor by Symantec is installed on your computer. Norton System Doctor generates many 0-kilobyte (KB), or empty, INF files in the C:\Windows\Inf folder. This issue only occurs when you install the products that are listed in the "Applies to" section on computers that are running Microsoft Windows Millennium (Me).

RESOLUTION

To resolve this issue, find and delete all the empty INF files that are on your computer. For these steps to work, make sure that you computer is set to Show All Files.

Configure the computer to show all the files

To configure your computer to show all files, follow these steps:

1. Open the Folder Options item in Control Panel. To do this in Windows Vista, click Start, type Folder Options in the Start Search box, and then click Folder Options in the Programs list.
   

If you are prompted for an administrator password or for a confirmation, type the password, or click Continue.

To open the Folder Options item in Control Panel in Windows XP and earlier versions, click Start, click Run, type Control folders, and then click OK.

1. On the View tab, under Hidden files, click Show all files.
2. Click to clear the Hide file extensions for known file types check box.
3. Click OK, and then click Close.

Find and delete all the empty .inf files that are on the computer. To do this, follow these steps:

1. Locate any .inf files. To do this in Windows Vista, click Start, click Search, and then type oem*.inf in the Search box.
   
   To locate the empty .inf files in Microsoft Windows XP, follow these steps:
   1. Click Start, and then click Search.
   2. In the Search Results dialog box, click All files and folders.
   3. In the All or part of the file name box, type oem*.inf, and then click Search.
   4. In the Look in box, type c:\windows\inf, and then click Search Options.
   5. On the Search Options menu, click to select the Size check box, click at most, and then type 1 in the KB box.
   6. Click to select the Advanced Options check box, and then click to clear the Search Subfolders check box.
   7. On the View menu, click Details (if it is not already selected), and then click Search Now.
   8. On the View menu, point to Arrange Icons, and then click by Size.
2. Select each file that is listed as 0 KB.
   
   Note To select multiple files, press and hold down the SHIFT key, and then click each file.
3. Press DELETE.
   
   When the confirmation message appears, click Yes.
   
   Note This process may take between several minutes and one hour, depending on the number of empty files.
4. Restart the computer, and then install your program.

MORE INFORMATION

For more information about how to troubleshoot this issue, click the following article number to view the article in the Microsoft Knowledge Base:

281967 The computer stops responding (hangs) during setup when you install updates or when you add new hardware

To learn more about folder options in Windows Vista, follow the instructions in the "Change folder views and behavior" topic in Windows Vista Help and Support. To view the topic, follow these steps:

1. Click Start , and then click Help and Support.
2. In the Search Help box, type Change folder views and behavior, and then click Search Help.
3. Click the appropriate topic.

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: money pip works dip dig stops responding performance crash hang

Keywords: kbprb KB313458

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