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Q270845: Microsoft Reader: How to Troubleshoot Installation Problems

Article: Q270845
Product(s): Microsoft Home Multimedia Titles
Version(s): 
Operating System(s): 
Keyword(s): 
Last Modified: 11-JUN-2002

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The information in this article applies to:

- Microsoft Reader 
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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:

  Q256986 Description of the Microsoft Windows Registry

SYMPTOMS
========

When you attempt to install Microsoft Reader, you may experience one or more of
the following symptoms:

- The installation program stops responding (hangs).

- You receive an error message while the installation program is running.

- Running the Setup.exe file does not start the installation program.

CAUSE
=====

This behavior can occur if any of the following conditions are true:

- A program is running in the background that is interfering with the
  installation program.

- Your download of Microsoft Reader may be damaged.

- Microsoft Internet Explorer is not properly installed on your computer.

RESOLUTION
==========

To resolve this issue, use the following methods in the order in which they are
presented.

Uninstall Microsoft Reader
--------------------------

To uninstall Microsoft Reader:

1. Click Start, point to Settings, and then click Control Panel.

2. Double-click Add/Remove Programs.

3. Double-click Microsoft Reader.

4. Follow the instructions on the screen to uninstall Microsoft Reader.

Delete the Microsoft Reader registry keys
-----------------------------------------

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.

To delete the Microsoft Reader registry keys:

1. Click Start, and then click Run.

2. In the Open box, type "regedit" (without the quotation marks), and then click
  OK.

3. Select the following registry key:

  HKey_Local_Machine\Software\Microsoft\EBooks

4. Press the DELETE key. When you are prompted to confirm the deletion, click
  Yes.

5. Select the following registry key:

  HKey_Current_User\Software\Microsoft\EBooks

6. Press the DELETE key. When you are prompted to confirm the deletion, click
  Yes.

7. Select the following registry key:

  HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Uninstall\{3B1
  433E1-8355-456F-9FED-CC9DE9FCFE31}

8. Press the DELETE key. When you are prompted to confirm the deletion, click
  Yes.

9. Quit Registry Editor, and then restart the computer.

Clean Boot the Computer
-----------------------

To clean boot the computer, use the appropriate method for your version of
Microsoft Windows.

Microsoft Windows 98:

1. Click Start, and then click Run.

2. In the Open box, type "msconfig" (without the quotation marks), and then
  click OK.

3. On the General tab, click Selective Startup, and then click to clear the
  following check boxes:

   - Process Config.sys File
   - Process Autoexec.bat File
   - Process Winstart.bat File (if available)
   - Process Win.ini File
   - Load Startup Group Items

4. Click OK. When you are prompted to restart the computer, do so.

For additional information about how to clean boot Windows 98, click the article
number below to view the article in the Microsoft Knowledge Base:

  Q192926 How to Perform Clean-Boot Troubleshooting for Windows 98


NOTE: To restore your original Startup options, click Normal Startup on the
General tab in System Configuration Utility.

Microsoft Windows 95:

1. Restart the computer. When you see the "Starting Windows 95" message, press
  the F8 key, and then select Command Prompt Only from the Startup menu.

2. At the command prompt, type "win" (without the quotation marks), and then
  press ENTER. Press and hold down the SHIFT key until the Windows startup
  sequence is complete.

3. Disable any anti-virus or disk tool programs installed on the computer.

  For information about how to disable these programs, see the printed or online
  documentation for the program.

4. Quit all running programs except Explorer and Systray. To do this, press
  CTRL+ALT+DELETE, click the program that you want to quit, and then click End
  Task. If you receive a message that the program is busy or not responding,
  click End Task again. Repeat this step to quit all programs except Explorer
  and Systray.

For additional information about how to clean boot Windows 95, click the article
number below to view the article in the Microsoft Knowledge Base:

  Q177604 Multimedia: Troubleshooting Using Clean Boot of Windows 95

NOTE: To restore your original Startup options, restart the computer normally,
and then enable any anti-virus or disk tool programs installed on the computer.
For information about how to enable these programs, see the printed or online
documentation for the program. If the issue continues to occur, proceed to the
next method.

Download Microsoft Reader
-------------------------

Download and install the latest version of Microsoft Reader from the following
web site:

  http://www.microsoft.com/reader/default.asp

After you download the file, double-click the file to install Microsoft Reader.

If the issue continues to occur, proceed to the next method.

Download and Install the Latest Version of Internet Explorer
------------------------------------------------------------

To download and install the latest version of Internet Explorer, visit the
following Microsoft Web site:

  http://www.microsoft.com/windows/ie/default.htm

Additional query words: 1.50 msreader multi multi-media media mm hangs freeze lock installs setup

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Keywords          :  
Technology        : kbReaderSearch
Version           : :
Issue type        : kbprb

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