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Q312070: ENC: Computer May Stop Responding During Installation

Article: Q312070
Product(s): Microsoft Home Multimedia Titles
Version(s): 1.0
Operating System(s): 
Keyword(s): kbimu
Last Modified: 28-JUN-2002

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The information in this article applies to:

- Microsoft Encarta Reference Library 2003, version 1.0 
- Microsoft Encarta Reference Library 2003 - DVD Edition 
- Microsoft Encarta Encyclopedia Standard 2003 
- Microsoft Encarta Encyclopedia Deluxe 2003 
- Microsoft Encarta Reference Library 2002, version 1.0 
- Microsoft Encarta Reference Library 2002 - DVD Edition 
- Microsoft Encarta Encyclopedia Deluxe 2002, version 1.0 
- Microsoft Encarta Encyclopedia Standard 2002, version 1.0 
-------------------------------------------------------------------------------

SYMPTOMS
========

When you install any of the products listed above, your computer may stop
responding (hang).

CAUSE
=====

This behavior can occur if either of the following conditions is true:

- Your computer has programs running in the background that are using resources
  the installation process requires to update and cannot access or may be
  causing a conflict.

- Your CD-ROM player has trouble reading the CD-ROM installation disc.

RESOLUTION
==========

To resolve this issue, follow the steps below in the order given.

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

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

Microsoft Windows XP:

1. Click Start, and then click Run.

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

3. Click the General tab, and then click Selective Startup.

4. Click to clear the following check boxes under Selective Startup:

   - "Process SYSTEM.INI file"
   - "Process WIN.INI file"
   - "Load Startup Items"

5. Click the Services tab, click to select the "Hide All Microsoft Services"
  check box, and then click Disable All.

6. Click OK, and then click Restart to restart the computer.

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

  Q310353 How to Perform a Clean Boot in Windows XP

Microsoft Windows Millennium Edition (Me):

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

  Q267288 How to Perform a Clean Boot in Windows Millennium Edition

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.

Uninstall Encarta Reference Library
-----------------------------------

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

2. Double-click Add/Remove Programs.

3. On the Install/Uninstall tab, double-click "Microsoft Encarta Reference
  Library", and then follow the onscreen instructions for the removal.

Remove Program Folders
----------------------

To remove the program folders, follow these steps:

1. Click Start, and then click Run.

2. In the Open box, type (including quotation marks):

  "c:\Program Files\Microsoft Encarta"

3. Click OK.

4. In the Microsoft Encarta dialog box, click the "Encarta Reference Library
  200x" folder, and then press DELETE.

5. Close the Microsoft Encarta dialog box.

6. Click Start, and then click Run.

7. In the Open box, type (including quotation marks):

  "c:\Program Files"

8. Click OK.

9. If you are using Encarta 2002, click the Microsoft FactFinder folder, and
  then press DELETE.

  NOTE: FactFinder is not included in Encarta 2003.

10. Close the Program Files dialog box.

11. Click Start, and then click Run.

12. In the Open box, type (including quotation marks):

  "c:\Program Files\Common Files\Microsoft Shared"

13. Click OK.

14. If you are using Encarta 2002, in the "Program Files\Common Files\Microsoft
  Shared" dialog box, select the following folders, and then press DELETE.

   - Encarta Researcher

   - Reference 2002

  NOTE: If you are using Encarta Reference Library 2003, delete Encarta
  Researcher, and both Reference 2002 and Reference 2003.

15. Close the "Program Files\Common Files\Microsoft Shared" dialog box.


Clean the Program CD-ROM
------------------------

Clean the program CD-ROM. To do this, use a CD-ROM cleaning kit, or gently wipe
the silver side of the CD-ROM with a soft, lint-free cotton cloth. Wipe from the
center of the CD-ROM outward.

NOTE: Do not use paper, which can scratch the plastic and leave streaks, and do
not use a circular motion when you wipe the CD-ROM.

If the issue continues to occur, clean the CD-ROM with a damp cloth or a
commercial CD cleaning solution. Dry the CD-ROM thoroughly before you insert it
into the CD-ROM drive.

For additional information about CD-ROM troubleshooting, click the article number
below to view the article in the Microsoft Knowledge Base:

  Q218617 How to Troubleshoot CD-ROM Read Errors

Install Encarta Reference Library
---------------------------------

Insert the installation CD ROM, and select Typical or Minimal installation.
Follow the onscreen instruction for the installation process.

MORE INFORMATION
================

If Setup is run subsequent times and it appears to complete successfully, the
following issues may occur:

- Installer skips recopying the files, and partially coping files when it
  previously stopped responding.

- Issues that occur later in specific features of the program.

- The files copied before the program stopped responding are not removed by
  Installer or the Add/Remove Programs tool.


Additional query words: freeze setup

======================================================================
Keywords          : kbimu 
Technology        : kbHomeProdSearch _IKkbbogus kbEncartaSearch kbMMSearch kbEncartaRef2002 kbEncartaEncyc2002 kbEncartaEnCyc2002Del kbEncartaRef2002DVD
Version           : :1.0
Issue type        : kbprb

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

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