Knowledge Base

How to troubleshoot issues that you may experience when you try to install or removing Money

Article ID: 827814

Article Last Modified on 11/16/2007

APPLIES TO

Microsoft Money Essentials
Microsoft Money Plus Deluxe
Microsoft Money Plus Home & Business
Microsoft Money Plus Premium
Microsoft Money 2007 Deluxe
Microsoft Money 2007 Home & Business
Microsoft Money 2007 Premium
Microsoft Money 2006 Deluxe
Microsoft Money 2006 Premium
Microsoft Money 2006 Small Business
Microsoft Money 2006 Standard
Microsoft Money 2005 Deluxe Edition
Microsoft Money 2005 Premium Edition
Microsoft Money 2005 Small Business Edition
Microsoft Money 2005 Standard Edition
Microsoft Money 2004 Deluxe Edition
Microsoft Money 2004 Premium Edition
Microsoft Money 2004 Small Business Edition
Microsoft Money 2004 Standard Edition
Microsoft Money 2003 Deluxe Edition
Microsoft Money 2003 Deluxe and Business Edition
Microsoft Money 2003 Standard Edition
Microsoft Money 2002 Standard Edition
Microsoft Money 2001 Standard Edition
Microsoft Windows 98 Standard Edition
Microsoft Windows 98 Second Edition
Microsoft Windows Millennium Edition

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

SYMPTOMS

When you try to install or remove Microsoft Money, you may experience one or more of the following symptoms:

You receive an error message that resembles one of the following:

Error 1500. Another installation is in progress. You must complete that installation before continuing this one.

Error 1311: Could not locate source file cabinet: D:\money.cab

Error 1324 the folder 'C:' contains invalid character

Error 1335: Cannot copy the file D:\money.cab. The file may be corrupt

A previous version of Money is already installed.

The feature you are trying to use is on a net work resource or is unavailable.

Your system is currently unable to encrypt data.

Installation disk not found.

If you receive one of the following error messages, start with Method 4 in the "Resolution" section.

Installer terminated prematurely. The I/O operation has been aborted because of either a thread exit or application request

The Windows Installer Service could not be accessed. This may occur if you are running in Safe Mode, or the Windows Installer may be installed incorrectly

If you receive one of the following error messages, start with Method 5 in the "Resolution" section.

Setup was unable to install some of the components needed to run Money, try installing Money again.

Additionally, you can see the following entries in the Setupapi.log.

Note The Setupapi.log is located in the following folder:

Drive_Letter :\Windows
```
#E008 Setting registry value HKCR\.m14 
#E033 Error 5: Access is denied. 
#E065 Parsing AddReg section [Install.AddReg.Deluxe] in "D:\money\mny.inf" failed. Error 5: Access is denied. 
#E064 Parsing install section [DefaultInstall.W2K] in "D:\money\mny.inf" failed. Error 5: Access is denied.
```
Note In Windows Vista, the log is called Setupapi.app.log. It is located in the following folder:

Drive:\Windows\inf
You are repeatedly prompted to insert the Microsoft Money CD in your computer's CD or DVD drive.
When you try to remove Money by using the Add or Remove Programs item in Control Panel, Money does not appear in the list of currently installed programs.
When you install Money, the installation may complete quickly, and then you cannot start Money

RESOLUTION

Method 1: Copy the contents of the Money CD to the hard disk drive and install from that folder

Right-click the desktop, point to New, and then click Folder.
Type a name for your folder, such as MoneyCD, and then press ENTER.
Hold down the SHIFT key and insert the Money CD into the CD or DVD drive. The SHIFT key prevents the Setup program from running automatically.
Double-click the My Computer icon on your desktop.
Right-click your CD or DVD drive, and then click Explore.
On the Edit menu, click Select All.
On the Edit menu, click Copy.
Right-click the folder that you created in step 2, and then click Paste.

If you are using Windows Vista, follow these steps:

Right-click the desktop, point to New, and then click Folder.
Type a name for your folder, such as MoneyCD, and then press ENTER.
Hold down the SHIFT key and insert the Money CD into the CD or DVD drive. The SHIFT key prevents the Setup program from running automatically.
Click Start, and then click Computer.
Right-click your CD or DVD drive, and then click Explore.
On the Edit menu, click Select All.
On the Edit menu, click Copy.
Right-click the folder that you created in step 2, and then click Paste.

To install Money from the folder that you created earlier in step 2, follow these steps:

Double-click the folder that you created earlier in step 2 that contains the contents of your Money CD.
Double-click the Setup.exe file to start Windows Installer and the Money Setup program.
Complete the setup by following the instructions that appear on the screen.
Restart the computer after the Setup program is finished.
Verify that Money opens successfully.
Delete the folder on your desktop that contains the contents of the Money CD.

Method 2: Use Control Panel to remove Money

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

895866 How to remove and reinstall Microsoft Money

Method 3: Completely remove Money

To resolve this issue and to completely remove Money, follow these steps.

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 a clean boot procedure to restart the computer.

For more information about how to perform a clean boot procedure, see the "More Information" section.
If the following folder exists on the hard disk drive, delete it:

Drive :\Program Files\Microsoft Money

Note Drive is the drive on which Money is installed

To do this, follow these steps:
1. If you are using Windows Vista, click Start, and then click Computer.
  
  If you are using Microsoft Windows XP or an earlier version of Microsoft Windows, click Start, and then click My Computer.
2. Locate the following folder, right-click the Microsoft Money folder, and then click Delete:
  
  Drive :\Program Files\Microsoft Money
3. Click Yes when you are prompted to confirm the deletion.
If you are using Windows Vista, click Start, click All Programs, click Accessories, click Run, type regedit in the Open box, and then click OK.

If you are using Windows XP or an earlier version of Windows, click Start, click Run, type regedit in the Open box, and then click OK.
Locate and then click the following key in the registry:

HKEY_LOCAL_MACHINE\Software\Microsoft\Money
On the Edit menu, click Delete.
Delete the Windows Installer-related registry keys for Money.

Important Make sure that you delete the correct registry keys. The 32-character alphanumeric names of the Windows Installer-related registry keys that store Money information and that appear in the following list are specific to the version and edition of Money that is installed on your computer. For example, the names of the keys are different for Money 2003 Standard and Money Deluxe 2002.

You must delete the following Windows Installer-related registry keys for Money if the keys are in the registry on the computer:
- HKEY_CLASSES_ROOT\Installer\Products\HexKey
- HKEY_CURRENT_USER\Software\Microsoft\Installer\Products\HexKey
- HKEY_LOCAL_MACHINE\Software\Classes\Installer\Products\HexKey
- HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Uninstall\HexKey
- HKEY_USERS\.DEFAULT\Software\Microsoft\Installer\Products\HexKey
Note HexKey is a 32-character alphanumeric strings that are specific to the version and edition of Money that is installed on the computer.

Important Make sure that you delete the correct registry key. Before you delete the registry key, make sure that the key references Money and not another program. To do this, follow these steps:
1. Click the registry key, and then double-click either the DisplayName or the ProductName value (as appropriate).
  
  Note For the following registry key, the DisplayName value is stored in the InstallProperties subkey:
  
  HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products\<xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx>
  
  Click the InstallProperties subkey, and then double-click the DisplayName value.
2. Double-click the DisplayName or the ProductName value (as appropriate).
3. Note the value that appears in the Value data box.
  
  If the value that appears in the Value data box is Microsoft Money Version or Microsoft Money Version System Pack, you can delete the key that stores the value. Do not delete the key if the Value data box displays a value that is not related to Money.
4. After you confirm that the key that you want to delete is related to Money, right-click the key, and then click Delete.
5. Click Yes when you are prompted to confirm the deletion.
Restart the computer as you would typically.

For more information about how to perform a clean boot procedure, see the "More Information" section.

Method 4: Restart the computer as you typically do, and then repair Windows Installer

First, restart the computer in regular startup mode, and then try again if you were running in safe mode.

Reregister or reinstall the Windows Installer Service

For more information about how to reregister the Windows Installer Service or about how to reinstall the Windows Installer Service, click the following article number to view the article in the Microsoft Knowledge Base:

315346 Error message when you try to add or remove a program on a computer that is running Windows XP or Windows Server 2003: "The Windows Installer service could not be accessed"

For more information about how to troubleshoot Windows Installer issues in Microsoft Windows XP, click the following article number to view the article in the Microsoft Knowledge Base:

315353 "The Windows Installer Service Could Not Be Accessed" error message when you install a program in Windows XP

Method 5: Reset the security settings back to the default settings

Microsoft Windows XP Professional

Reset the registry settings to the default values in Windows XP Professional.

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

313222 How to reset security settings back to the defaults
Restart the computer.
Install Money.

MORE INFORMATION

For more information about how to troubleshoot Money installation issues, click the following article numbers to view the articles in the Microsoft Knowledge Base:

319298 "There is another copy of Microsoft Money on this computer" error message when you try to upgrade from a trial version of Money

308924 Money 2002: Error message: This installation package cannot be installed by the Windows Installer Service

How to perform a clean boot procedure

A clean boot procedure is a way to create a clean environment. When you start a computer by using a clean boot procedure, Microsoft Windows starts and loads only basic devices and services. To perform a clean boot procedure, follow the steps that are appropriate for your version of Windows:

Windows Vista

To resolve this issue, follow the steps in the appropriate section.

The computer is connected to the Internet

View the "Run Selective Startup using System Configuration" topic on the following Windows Online Help and Support Web site:

http://windowshelp.microsoft.com/Windows/en-US/Help/121ff6a6-181e-4e8f-83bb-c7b1f3c6d71a1033.mspx

The computer is not connected to the Internet

View the "Run Selective Startup using System Configuration" topic in Windows Help and Support on the computer's hard disk by following these steps:

Click Start, and then click Help and Support.
In the Search Help box or in the Search online Help box, type Run Selective Startup using System Configuration, and then click Search Help.
In the list of topics, click Run Selective Startup using System Configuration.
Click the link that best describes the problem that you are experiencing.
Follow the suggestions to troubleshoot the problem that you are experiencing.

Windows XP

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

316434 How to perform advanced clean-boot troubleshooting in Windows XP

Microsoft Windows Millennium Edition

For more information about how to perform a clean boot procedure on a Windows Millennium Edition-based computer, 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

For more information about how to perform a clean boot procedure on a Windows 98-based computer, click the following article number to view the article in the Microsoft Knowledge Base:

192926 How to perform clean-boot troubleshooting for Windows 98

Additional query words: prompt asks completely uninstall remove installer

Keywords: kbprb KB827814

Microsoft KB Archive/827814

Contents