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Error message or the game stops responding on the "Loading" screen when you start a Microsoft game: "Please insert the correct CD-ROM"
Article ID: 228985 - View products that this article applies to.
This article was previously published under Q228985
When you try to start one of the programs that are listed in the "Applies to" section, you may experience one of the following symptoms when the "Loading" message or the "Please wait while the program name CD is verified" message appears on the screen:
Failed to verify media. Installation cancelled.
Media authentication failed.
This issue may occur if one of the following conditions is true:
Method 1: Clean the discClean the CD or DVD. To do this, use a disc cleaning kit. Or, gently wipe the silver side of the disc with a soft, lint-free cotton cloth. Do not use paper cloth. Paper cloth can scratch the plastic and leave streaks. When you clean the disc, wipe from the center of the disc outward. Do not use a circular motion. If the issue continues to occur, clean the disc by using a damp cloth or a commercial CD or DVD cleaning solution. Dry the disc thoroughly before you insert it in the drive. If the issue continues to occur, go to the next method.
Method 2: Verify that the game CD is inserted in the CD driveVerify that the game disc is inserted in the CD drive. Insert the original game disc in the CD drive, and then restart the program.
Method 3: Install updates for SafeDiscTo see whether you need these updates installed, follow these steps:
SafeDisc Windows XP Fix for Microsoft GamesIf you are using Windows XP, and you have fast user switching turned on, you may require an update file.
To obtain the update, visit the following Microsoft Web site:
http://www.microsoft.com/downloads/details.aspx?familyid=eae20f0f-c41c-44fe-84ce-1df707d7a2e9Note To install this update, you must log on to Microsoft Windows by using an account that has administration rights. This file is not required for Microsoft Windows 2000 or earlier.
SafeDisc Driver FixThis update is designed for Microsoft Windows NT, Windows 2000, and Windows XP. You may have to log on as an administrator to install it. If you continue to experience problems verifying the CD, a compatibility enhancement update is available.
To download this update, visit the following Microsoft Web site:
http://www.microsoft.com/downloads/details.aspx?familyid=EAE20F0F-C41C-44FE-84CE-1DF707D7A2E9&displaylang=enMicrosoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information. If the issue continues to occur, go to the next method.
Method 4: Have you seen the Microsoft Software license Terms?After you have successfully installed the game, you should see the Microsoft Software license Terms. The game is trying to verify the disc. This process is named “CD verification”. This process typically occurs before you accept the Microsoft Software license Terms. If you have not seen the Microsoft Software license Terms after you install the game, the drive cannot bypass the CD verification process. The CD verification process makes sure that you are using a legitimate disc and not a copy. On some computers, CD drivers cannot bypass the CD verification process.
Important Some games that are listed in the "Applies to" section have the Microsoft Software license Terms screen come up during installation. If you were able to accept the Microsoft Software license Terms during installation but you are still experiencing the symptoms that are described in the "Symptom" section, follow the directions in the article. If you do not remember if you have seen the Microsoft Software license Terms, or if you do not want to remove and then reinstall the game, you can determine whether you have accepted the Microsoft Software license Terms. To do this, follow these steps:
Note what you see next to FIRSTRUN in the right pane. If you see the number 0x00000001, you have accepted the Microsoft Software license Terms and this is not the issue. If you see the number 0x00000000 where the last number is zero, the CD drive has problems verifying the game disc.
To resolve this issue, use the following methods in the order that they appear in.
Method 5: Disable or change compatibility mode
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If the issue continues to occur, go to the next method.
Method 6: Empty the Temp folderTo empty the Temp folder, follow the appropriate steps for your version of Microsoft Windows.
Windows 98 or Windows Millennium Edition
Windows XP or Windows 2000Note The Windows XP Temp folder that the game's Setup program is trying to use is located in a specific user's folder such as Drive\Documents and Settings\User Name\Local Settings\Temp.
Method 7: Restart the computer by using a clean boot procedureWhen you start Microsoft Windows, typically there are several programs that start automatically and run in the background that may interfere with the game. These programs may include antivirus and system utility programs. When you perform a clean boot procedure, you prevent these programs from starting automatically. You must be logged on as an administrator or a member of the Administrators group to complete this procedure. If your computer is connected to a network, network policy settings may also prevent you from completing this procedure.
To restart the computer by using a clean boot procedure, follow these steps when you are using Windows XP.
Note You may experience a temporary loss of some services functionality when you follow these steps. Restoring the settings restores the functionality, but may cause the return of the original error message or behavior.
To return to a regular startup after you perform a clean boot procedure, click Play to view the streaming media demonstration.
For more information or to view steps for other operating systems, click the following article number to view the article in the Microsoft Knowledge Base:
331796If the issue continues to occur, go to the next method.
(http://support.microsoft.com/kb/331796/ )How to perform a clean boot procedure to prevent background programs from interfering with a game or a program that you currently use
Method 8: Install and then start the game from a different CD drive or DVD driveIf this issue continues to occur, the CD drive may be unable to read the game CD correctly.
Try to install the game from a different CD or DVD drive on the same computer or a different computer. If the installation is successful and you can start the game in this test, the problem may be that the original CD or DVD drive cannot read the game disc.
Method 9: Look for CD emulators (virtual CD) that are installed on your computerA CD emulator creates virtual CD drives on the Windows systems. You can see them in the My Computer window or by using Microsoft Windows Explorer. Although virtual CD drives can resemble physical CD drives inside the operating system, there are some significant differences from a real CD or DVD drive. Instead of being a piece of physical hardware that you install on your computer, a CD emulator copies CDs as an image file onto your hard-disk.
How can I recognize that a virtual CD drive is installed on a computer?Open My Computer and count the number of CDs, DVD, CDRWs drives. Count the number of CD drives that are physically installed on the computer. You can also expand the Device Manager window to view how many CD devices that you have installed.
To do this, follow these steps:
Remember that there may be a door in the front of the computer that you have to open to see the installed physical drives. There may also be external drives that are attached through USB or SCSI. If there are more CD drives listed in My Computer than there are attached or installed on the computer, chances are that a virtual CD drive or a CD emulator are installed.
Method 10: Log on as Administrator (only for Microsoft Windows NT, Microsoft Windows 2000, and Microsoft Windows XP)If you are using Windows NT, Windows 2000, or Windows XP, log off the computer, and then log on to the computer as a user who has Administrator rights.
If the issue continues to occur, go to the next method.
Method 11: Change DMA transfer mode to PIO mode (Windows XP)
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Method 12: Scan your computer for virusesThe game may close, generate an error message, or stop responding during start or when you play the game if your computer is infected with the virus.
Important If you already have an antivirus program installed on the computer, update your antivirus program together with the latest signature files before you scan your computer for viruses. Most software companies that create antivirus programs release a new signature file each month. After you obtain the latest signature files, scan your computer. For help obtaining the antivirus signature files, contact the antivirus software manufacturer.
If you do not have antivirus software installed, view a list of antivirus software vendors. For more information, click the following article number to view the article in the Microsoft Knowledge Base:
49500There are several free online virus scanners available that you can use to scan the system for viruses--for example, visit the following Symantec Web site:
(http://support.microsoft.com/kb/49500/ )List of antivirus software vendors
http://security.symantec.comYou can help prevent viruses from infecting your computer or spreading to other computers. For more information about ways that you can help inoculate your computer against computer viruses, visit the following Microsoft Web site:
http://www.microsoft.com/athome/security/viruses/default.mspxIf the issue continues to occur, go to the next method.
Method 13: Remove spywareSpyware is software that collects personal information without your knowledge or permission. You might be the target of spyware or other unwanted software if you download music from file-sharing programs, download free games from sites that you do not trust, or download other software from an unknown source. Spyware may affect the game play and the startup process.
To learn more about the symptoms of spyware and other unwanted software, how to remove spyware, and how you can help protect your computer, visit the following Microsoft Web site:
Method 14: Configure McAfee nuts and bolts
Method 15: Download the latest firmware version for the CD/DVD driveContact the CD drive hardware manufacturer to obtain and install the latest version of the firmware.
For more information about hardware and software vendor contact information, visit the following Microsoft Web site: http://support.microsoft.com/gp/vendors
(http://support.microsoft.com/gp/vendors)Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.
To see whether applicable driver updates are available, visit the following Microsoft Web site:
http://update.microsoft.comClick Play to view this streaming media demonstration.
Because the Microsoft games that are listed in the "Applies to" section are copy-protected programs, you must insert the game CD in the CD drive to run the program.
This is also true if you copy the contents of the game CD to a hard disk, server, or other storage device and then install the game from this storage device.
For more information about how to troubleshoot CD read errors in Windows 95, Windows 98, and Windows Millennium Edition, click the following article number to view the article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/218617/ )How to troubleshoot CD-ROM or DVD-ROM read issues
For help with CD or DVD drive problems in Windows Vista, visit the following Microsoft web page:
Fix problems in which your CD or DVD drive cannot read or write media in Windows
Article ID: 228985 - Last Review: September 28, 2011 - Revision: 39.0