Article ID: 824894
Article Last Modified on 12/4/2007
APPLIES TO
- Microsoft Access 2000 Standard Edition
- Microsoft Encarta Africana Third Edition
- Microsoft Encarta Encyclopedia 2001 Standard Edition
- Microsoft Encarta Encyclopedia 2001 Deluxe Edition
- Microsoft Encarta Interactive World Atlas 2001
- Microsoft Encarta Reference Suite 2001
- Microsoft Encarta World English Dictionary 2001
- Microsoft Greetings 2000 Standard Edition
- Microsoft Greetings 2001 Standard Edition
- Microsoft Home Publishing 2000 Standard Edition
- Microsoft Home Publishing 2000 Express Edition
- Microsoft MapPoint 2001 Standard Edition
- Microsoft Office 2000 Standard Edition
- Microsoft Picture It! 2000 Standard Edition
- Microsoft Picture It! Express 2001
- Microsoft Picture It! Express 2002
- Microsoft Picture It! Photo 2001 Premium Edition
- Microsoft Picture It! Photo 2002 Standard Edition
- Microsoft Picture It! Photo 2001 Premium Edition
- Microsoft Picture It! Photo 2002 Premium Edition
- Microsoft Picture It! Publishing 2001 Silver Edition
- Microsoft Picture It! Publishing 2001 Gold Edition
- Microsoft Picture It! Publishing 2002 Gold
- Microsoft Picture It! Publishing 2001 Platinum Edition
- Microsoft Picture It! Publishing 2002 Platinum Edition
- Microsoft Picture It! Publishing 2001 Silver Edition
- Microsoft Picture It! Express 2000
- Microsoft Streets & Trips 2001 Standard Edition
- Microsoft Word 2000 Standard Edition
- Microsoft Works 2000 Standard Edition
- Microsoft Works 7.0
- Microsoft Works 6.0
- Microsoft Works Suite 2003
- Microsoft Works Suite 2001
- Microsoft Works Suite 2000
- Microsoft Office XP Professional Edition
- Microsoft Office XP Small Business Edition
- Microsoft Office XP Standard Edition
- Microsoft Office XP Standard Edition for Students and Teachers
- Microsoft Office XP Developer Edition
- Microsoft Access 2002 Standard Edition
- Microsoft Excel 2002 Standard Edition
- Microsoft FrontPage 2002 Standard Edition
- Microsoft Outlook 2002 Standard Edition
- Microsoft PowerPoint 2002 Standard Edition
- Microsoft Word 2002 Standard Edition
For a Windows 95, Microsoft Windows 98, or Microsoft Windows Millennium Edition (Me) version of this article, see 248263.
SYMPTOMS
When you try to install one of the programs listed in the "Applies to" section on a computer that is running Microsoft Windows 2000 or Microsoft Windows XP, you may receive an error message that resembles one of the following:
CAUSE
This issue may occur if one or more of the following conditions are true:
- Your CD or DVD drive is not configured correctly.
- The program CD or DVD is damaged or dirty.
- The Microsoft Data Access Components (MDAC) installation is damaged or you do not have the most recent version installed.
RESOLUTION
To resolve this issue, use one or more of the following methods in the order that they appear. At the end of each method, try to install the program. If the method does not resolve the issue, continue to the next method.
Method 1: Examine the CD or DVD
Examine the CD or DVD for visible damage. If you experience issues with a DVD disc, make sure that you insert the DVD in a DVD drive instead of a CD or a DVD drive. If this does not resolve the issue, continue to the next method
Method 2: Clean the program CD or DVD
Clean the program CD or DVD. To do this, use a commercial CD or DVD cleaning kit, or gently wipe the silver side of the CD or DVD with a soft, lint-free cotton cloth from the center of the CD or DVD outward. Do not use paper cloth. Paper cloth can scratch the plastic and leave streaks, and do not use a circular motion when you wipe the CDM or DVD. Dry the CD or DVD thoroughly before you insert it in the CD or DVD drive.
Method 3: Test the CD or DVD in another drive
Try the CD or DVD in another drive. If the CD or DVD works in a different drive, then the issue may be that the original drive is not reading the CD or DVD correctly. Contact your computer manufacturer, CD, or DVD drive manufacturer.
Method 4: Clean the CD or DVD drive
Clean the CD or DVD drive by using a CD or a DVD drive cleaning disc if you have one. Drive cleaning discs are available in most computer or home electronics stores.
Method 5: Quit unnecessary software
Other programs, such as antivirus, firewall, or anti-crash software, may interfere with the reading of the CD or DVD. To quit all visible programs, right-click each icon in the notification area, and then click Exit, Quit, Close, or Disable (if these options are available).
Method 6: Look for known issues with the drive or recording software
Search the Microsoft Knowledge Base for your brand and model of CD or DVD drive. Known issues with specific drives may be found in the Knowledge Base. If your computer includes CD-R or CD/RW recording (burning) software or packet-writing software, search the Microsoft Knowledge Base for known issues with the software. To view the Microsoft Knowledge Base, visit the following Microsoft Web site:
Method 7: Look for drive firmware updates
Contact the manufacturer of your computer or CD or DVD drive to see if software updates for your drive are available. These are referred to as "firmware" updates. Occasionally updates are issued that can resolve issues where the drive can read most, but not all, discs.
Method 8: Disable Direct Memory Access (DMA) for the CD or DVD drive
Note To disable Direct Memory Access (DMA) for the CD or DVD drive, follow these steps.
Windows XP only
Note If your drive is not listed, you probably have a small computer system interface (SCSI) drive. DMA options are not available for SCSI drives.
- Click Start, and then click Control Panel.
- Click Performance and Maintenance, and then click System.
- Click the Hardware tab, and then click Device Manager.
- Expand the IDE ATA/ATAPI controllers folder, double-click Primary IDE Channel, and then click the Advanced Settings tab.
- In the Transfer Mode box, click PIO only, and then click OK.
- Double-click Primary IDE Channel, and then click the Advanced Settings tab.
- In the Transfer Mode box, click DMA if available, and then click OK.
- Restart the computer.
For more information about how to install programs from CDs on Microsoft Office 2000, click the following article number to view the article in the Microsoft Knowledge Base:
266700 How to troubleshoot installation from a CD or DVD for Office XP
Method 9: Remove duplicate drives
Step 1: Locate duplicate drives
- Click Start, and then click Control Panel.
Note In Windows 2000, click Start, point to Settings, and then click Control Panel.
- Double-click System.
- Click the Hardware tab, and then click Device Manager.
- Expand the CD or DVD branch.
- Right-click the device, and then click Properties.
- Note the information and the settings of each device.
Step 2: Restart Windows in Safe mode
To restart Windows in Safe mode, follow these steps
- It is best to print these instructions before you continue.
They will not be available after you shut your computer down in step 3.
- Click Start, click Shut Down.
In the drop-down list, click Shut down.
- In the Shut Down Windows dialog box, click Restart, and then click OK.
- When you are prompted, press F8.
- Use the arrow keys to select the appropriate safe mode option, and then press ENTER.
- If you have a dual-boot or multiple-boot system, select the installation that you want to access by using the arrow keys, and then press ENTER.
Step 3: Remove Duplicate Devices
If you see new copies of a device that is in the list of devices that you noted in step 1 in method 9, verify the properties of each copy of the device. If the properties for the device match the properties that you recorded, keep the device. If the properties for the device do not match the properties that you recorded, remove the device.
- Click Start, and then click Control Panel.
Note In Windows 2000, click Start, point to Settings, and then click Control Panel.
- Double-click System.
- Click the Hardware tab, and then click Device Manager.
- Expand the CD or DVD branch.
- Right-click each duplicate device, and then click Uninstall or Remove.
- Follow the instructions that appear on the screen to completely remove the duplicate device.
- Repeat steps 4 through 6 until each duplicate device has been removed.
- Quit the Device Manager, and then close each Control Panel dialog box.
Method 10: Clean boot your computer
Use a clean boot to restart your computer and see if the issue persists. A clean boot is a way to create a clean environment. When you start your computer by using a clean boot, Microsoft Windows starts and loads only basic devices and services. For more information about how to use a clean boot, see the "More Information" section.
To restart your computer by using a clean boot, follow these steps.
Windows XP only
Note You cannot restart a Windows 2000-based computer by using a clean boot procedure.
- Click Start, and then click Run.
- Type msconfig in the Open box, and then click OK.
- Click the General tab, and then click Selective Startup.
- Click to clear the following check boxes under Selective Startup:
- Process SYSTEM.INI file
- Process WIN.INI file
- Load Startup Items
- Click the Services tab, click to select the Hide All Microsoft Services check box, and then click Disable All.
- Click OK, and then click Restart to restart the computer.
If a clean boot procedure does not resolve this issue, restore the computer to use a normal startup. To do so, click Normal Startup - load all device drivers and services on the General tab in the System Configuration Utility, click OK, and then click Restart to restart the computer.
Method 11: Install the most recent version of MDAC
Note If you are getting these symptoms with Encarta products, go to Method 12.
Windows XP
- Click Start, and then click Search.
- In the left pane, click All files and folders.
- In the All or part of the file name box, type Mdac_typ.exe.
- In the Look in box, click your CD or DVD drive, and then click Search.
- When the file is found, double-click Mdac_typ.exe to start the installation process.
Windows 2000
- Click Start, point to Search, and then click For Files or Folders.
- In the Search for files or folders named box, type Mdac_typ.exe.
- In the Look in box, click your CD or DVD drive, and then click Search Now.
- When the file is found, double-click Mdac_typ.exe to start the installation process.
Note For information about how to install the latest version of MDAC from the Internet, visit the following Microsoft Web site:
If this does not resolve the issue, continue to the next method.
Method 12: Look for alternative installation locations
If your computer is connected to a network, you may be able to share the Microsoft product's CD or DVD drive to another computer's CD or DVD drive. If you can share another computer's CD or DVD drive, insert the product's CD or DVD in that drive, and then from your workstation, connect to the other computer and run Setup. To do so, follow these steps where server is the name of the computer where the CD or DVD is located, and cdrom is the share name of the CD or DVD drive:
- Click Start, click Run, and then type \\
server\cdrom\setup.exe in the Open box. - Click OK.
MORE INFORMATION
For more information about how to troubleshoot CD or DVD read issues, click the following article number to view the article in the Microsoft Knowledge Base:
218617 How to troubleshoot common problems that occur when a Windows 98-based or Windows Millennium Edition-based computer cannot read a CD or a DVD
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 configure Windows XP to start in a "clean boot" state
For more information about how to troubleshoot CD issues in Windows 2000 and Microsoft Windows NT, click the following article number to view the article in the Microsoft Knowledge Base:
126380 Troubleshooting CD-ROM problems in Windows 2000 and Windows NT
For more information about how to troubleshoot CD issues in Windows XP, click the following article number to view the article in the Microsoft Knowledge Base:
314096 Advanced troubleshooting for issues that occur when you are installing a new CD or DVD drive on Windows XP
For information about how to contact the manufacturer of your CD, click the appropriate article number in the following list to view the article in the Microsoft Knowledge Base:
Keywords: kberrmsg kbprb KB824894
