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Q251274: Error When Attempting to Install Program Using Windows Installer

Article: Q251274
Product(s): Microsoft Windows NT
Version(s): 4.0 SP3,4.0 SP4,4.0 SP5,4.0 SP6,4.0 SP6a
Operating System(s): 
Keyword(s): kbenv kberrmsg kbWinNT400PreSP7Fix
Last Modified: 08-MAY-2002

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The information in this article applies to:

- Microsoft Windows NT Server versions 4.0 SP3, 4.0 SP4, 4.0 SP5, 4.0 SP6, 4.0 SP6a 
- Microsoft Windows NT Workstation versions 4.0 SP3, 4.0 SP4, 4.0 SP5, 4.0 SP6, 4.0 SP6a 
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SYMPTOMS
========

When you try to install a product on a computer running Windows NT 4.0 and
Windows Installer starts, you may receive one of the following error messages:

  

- The Windows Installer service failed to start. Contact your support
  personnel.

- Error 1631: The Windows Installer service failed to start. Contact your
  support personnel.

- Internal Error 2755: Please contact product support for assistance.

After you receive the error message, the installation quits.

CAUSE
=====

This behavior can occur when you try to install a program that is installed
using Windows Installer. The following registry key contains a value of data
type REG_EXPAND_SZ, and the string is null:

  HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Session
  Manager\Environment

Userenv.dll returns an error message when it tries to process the value, and
Windows Installer quits. The following example shows a null value:

  Value Name: CLASSPATH
  Data Type: REG_EXPAND_SZ
  String:

RESOLUTION
==========

A supported fix is now available from Microsoft, but it is only intended to
correct the problem described in this article and should be applied only to
systems experiencing this specific problem.

To resolve this problem, contact Microsoft Product Support Services to obtain the
fix. For a complete list of Microsoft Product Support Services phone numbers and
information on support costs, please go to the following address on the World
Wide Web:

  http://support.microsoft.com/default.aspx?scid=fh;EN-US;CNTACTMS

NOTE: In special cases, charges that are normally incurred for support calls may
be canceled, if a Microsoft Support Professional determines that a specific
update will resolve your problem. Normal support costs will apply to additional
support questions and issues that do not qualify for the specific update in
question.

The English-language version of this fix should have the following file
attributes or later:

  Date       Time       Size      File name     Platform
  ------------------------------------------------------
  1/18/2000  3:47p      76,048    Userenv.dll   Intel
  1/18/2000  3:47p     123,664    Userenv.dll   Alpha



WORKAROUND
==========

To work around this behavior, remove null environment variables before you
install the program.

NOTE: The potential impact of removing such variable is unknown at this time.



STATUS
======

Microsoft has confirmed this to be a problem in Windows NT 4.0.

Additional query words: winnt of20 o2k office2000 environment variables installer setup error errmsg

======================================================================
Keywords          : kbenv kberrmsg kbWinNT400PreSP7Fix 
Technology        : kbWinNTsearch kbWinNTWsearch kbWinNTW400search kbWinNT400search kbWinNTW400sp5 kbWinNTW400sp4 kbWinNTW400sp3 kbWinNTSsearch kbWinNTS400sp6 kbWinNTS400sp5 kbWinNTS400sp4 kbWinNTS400sp3 kbWinNTS400search kbWinNTW400sp6 kbWinNTW400SP6a
Version           : :4.0 SP3,4.0 SP4,4.0 SP5,4.0 SP6,4.0 SP6a
Hardware          : ALPHA x86
Issue type        : kbbug
Solution Type     : kbfix

=============================================================================

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