Microsoft KB Archive/331086

Knowledge Base

You may receive the "You must close <program_name> before continuing" error message when you try to install Works Suite 2003

Article ID: 331086

Article Last Modified on 1/9/2006

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APPLIES TO

• Microsoft Works Suite 2003 Standard Edition

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This article was previously published under Q331086

Important This article contains information that shows you how to help lower security settings or how to turn off security features on a computer. You can make these changes to work around a specific problem. Before you make these changes, we recommend that you evaluate the risks that are associated with implementing this workaround in your particular environment. If you implement this workaround, take any appropriate additional steps to help protect your system.

SYMPTOMS

When you try to install Microsoft Works Suite 2003, the Setup program may quit before the installation is finished. Additionally, you may receive the following error message:

You must close program_name before continuing.

A Close Other Programs dialog box may appear and display a list of programs that you must quit before you can install Works Suite 2003.

Note This issue may continue after you try to quit the program that is interfering with the installation.

CAUSE

This issue may occur if a background antivirus program or utility program is configured so that you cannot easily quit the program. This issue has been reported with Norton AntiVirus software from Symantec Corp.

RESOLUTION

To resolve this issue, visit the following Symantec Web site to obtain an updated version of Norton AntiVirus or to receive help with the reconfiguration of Norton AntiVirus:

http://www.symantec.com/techsupp/

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.

WORKAROUND

To work around this issue, use the method that is appropriate for your operating system. If this does not resolve the issue, see the "Remove the background program, install Works Suite, and then reinstall the background program" section.

Microsoft Windows 98

Part 1: Clean start

1. Click Start, click Run, type msconfig, and then click OK.
2. Click Selective Startup, and then click to clear all the selected items.
3. Click Advanced, and then click Enable Startup Menu.
4. Click OK two times, and then click Yes to restart your computer.

Run the Works Suite Setup program again. If the issue still occurs, go to Part 2.

Part 2: Selective startup

1. Restart your computer, and then press F8 to display the Windows 98 Startup menu.
2. Press the ARROW keys to select #4 - Step by Step Confirmation.
3. You receive the following options:
   PROCESS SYSTEM REGISTRY- Press Y.
   CREATE A STARTUP LOG FILE (Bootlog.txt) - Press Y.
   PROCESS YOUR STARTUP DEVICE DRIVERS (Config.sys)- Press N.
   Device=C:\windows\himem.sys - Press Y.
   Device=C:\windows\dblbuff.sys - Press Y.
   DeviceHIGH=C:\windows\IFSHLP.sys - Press Y.
   PROCESS YOUR STARTUP COMMAND FILE (AUTOEXEC.Bat) - Press N.
   LOAD THE WINDOWS GRAPHICAL USER INTERFACE - Press Y.
   LOAD ALL WINDOWS DRIVERS - Press Y.
   Vnetsup.vxd - Press Y
   Ndis.vxd - Press Y.
   Ndis2sup.vxd - Press Y.
   Javasup.vxd - Press Y.
   C:\windows\system\vrtwd.386 - Press Y.
   C:\windows\system\vfixd.vxd - Press Y.
   Vnetbios.vxd - Press Y.
   Vredir.vxd - Press Y.
   Dfs.vxd - Press Y.
   
   Important A file name or a path may appear that is associated with the background program that was referenced in the Works Setup error message. For example, if the program is a Symantec program, you may see a path that is similar to the following:

   C:\progra~1\symantec\symevnt.386

   Warning This workaround may make your computer or your network more vulnerable to attack by malicious users or by malicious software such as viruses. We do not recommend this workaround but are providing this information so that you can implement this workaround at your own discretion. Use this workaround at your own risk.
   
   Press N to turn off this item.
   Vserver.vxd - Press Y.
   

   Msmouse.vxd - Press Y.
4. When the startup is complete, press CTRL+ALT+DELETE to start the Task Manager. Make sure that no antivirus programs or utility programs are running. For example, Norton AntiVirus is listed in the Task Manager as Navapw32.exe if it is running. End this task if it appears in the Task Manager.
5. Run the Works Suite Setup program again, and then follow these steps to restart your computer:
   1. Click Start, click Run, type msconfig, and then click OK.
   2. Click Normal Startup, and then click OK.
   3. Close all the windows that are open, and then restart your computer.

Microsoft Windows Millennium Edition (Me)

1. Click Start, click Run, type msconfig, and then click OK.
2. Click Selective Startup, and then click Load Startup Group Items.
3. Click the Static VxDs tab.
4. Warning This workaround may make your computer or your network more vulnerable to attack by malicious users or by malicious software such as viruses. We do not recommend this workaround but are providing this information so that you can implement this workaround at your own discretion. Use this workaround at your own risk.Click to clear any Norton, Symantec, or other Virtual Device Driver (VxD) check boxes that are associated with the program that was referenced in the Works Setup error message.
5. Click the Startup tab, click *StateMGR, and then click OK.
6. Restart your computer, run the Works Suite Setup program again, and then follow these steps to restart your computer:
   1. Click Start, click Run, type msconfig, and then click OK.
   2. Click Normal Startup, and then click OK.
   3. Close all the windows that are open, and then restart your computer.

Microsoft Windows XP

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 System.ini File
   • Process WIn.ini File
   • Load Startup Items
   Note You cannot clear the Use Original Boot.ini check box.
3. On the Services tab, click to select the Hide All Microsoft Services check box, and then click Disable All.
4. Click OK, and then click Restart to restart your computer.
5. Install Microsoft Works Suite.
6. Return to a normal startup. To do this, follow these steps:
   1. Click Start, click Run, type msconfig in the Open box, and then click OK.
   2. On the General tab, click Normal Startup – load all device drivers and services, and then click OK.
   3. Restart the computer.

For additional information, click the following article number to view the article in the Microsoft Knowledge Base:

310353 How to perform a clean boot in Windows XP

Remove the background program, install Works Suite, and then reinstall the background program

Warning This workaround may make your computer or your network more vulnerable to attack by malicious users or by malicious software such as viruses. We do not recommend this workaround but are providing this information so that you can implement this workaround at your own discretion. Use this workaround at your own risk.
If you continue to experience the symptoms that are described in the "Symptoms" section after you perform the resolution for your operating system, follow these steps.

1. Use the Add or Remove Programs tool in Control Panel to remove the program that is interfering with the Setup program for Works Suite. For additional information about how to do this, click Start, click Help, and then search for remove programs.
2. Restart your computer, run the Works Suite Setup program again, and then restart your computer.
3. Reinstall the program that you removed in step 1.

MORE INFORMATION

Important An antivirus program is designed to help protect your computer from viruses. You must not download or open files from sources that you do not trust, visit Web sites that you do not trust, or open e-mail attachments when your antivirus program is disabled. For additional information, click the following article number to view the article in the Microsoft Knowledge Base:

129972 Computer viruses: description, prevention, and recovery

For information about how to contact the manufacturer of your antivirus program or utility, click the appropriate article number in the following list to view the article in the Microsoft Knowledge Base:

65416 Hardware and software vendor contact information, A-K

60781 Hardware and software vendor contact information, L-P

60782 Hardware and software vendor contact information, Q-Z

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.

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