Kernel32.dll and other error messages when you install Office 2000 products with Direct Memory Access (DMA) enabled on Windows 95 or Windows 98

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Article ID: 190630 - View products that this article applies to.
This article was previously published under Q190630
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SYMPTOMS

When installing any of the products listed at the beginning of this article on Microsoft Windows 95 or Microsoft Windows 98, you may receive the following error message:
This program has performed an illegal operation and will be shut down. If the problem persists, contact the program vendor.
If you click Details, you receive an error message similar to the following:
ACMSETUP caused an invalid page fault in module KERNEL32.DLL at 0177:bff7be97.
When installing Office 2000, you may experience the following symptoms:
  • You hear excessive CD-ROM drive noise when installing Office.
  • You receive one of the following error messages:

    • Error 1904
      when Office 2000 Setup is finishing after the computer is restarted.
    • Error 1911
      when Office 2000 Setup is finishing after the computer is restarted.
    • Installation Terminated Prematurely
      followed by:
      The I/O operation has been aborted because of either a thread exit or an application request.

CAUSE

This problem may occur when the following conditions are true:
  • Your computer is running Microsoft Windows 95 or Microsoft Windows 98.

    -and-

  • Your computer's CD-ROM drive is configured to use Direct Memory Access (DMA) in the Windows Device Manager.

WORKAROUND

To work around this problem, follow these steps.

Disable DMA for the CD-ROM

  1. Click Start, point to Settings, and then click Control Panel.
  2. Double-click the System icon, and then click the Device Manager tab.
  3. Select View Devices By Type and click the plus sign to the left of CDROM.
  4. Click the CD-ROM drive you want to change, and then click Properties.
  5. In the CD-ROM Drive Properties dialog box, click the Settings tab.
  6. In Settings, clear the DMA check box. Click OK.
  7. Close the System Properties window, restart the computer, and then try installing one of the products listed at the beginning of this article to ensure that the error does not appear.
If this does not solve your problem, you may need to use the following additional steps.

Disable DMA for the Disk drive(s)

  1. Click Start, point to Settings, and then click Control Panel.
  2. Double-click the System icon, and then click the Device Manager tab.
  3. Select View Devices By Type and click the plus sign to the left of Disk drives.
  4. Click the disk drive you want to change, and then click Properties.
  5. In the Disk Drive Properties dialog box, click the Settings tab.
  6. In Settings, clear the DMA check box. Click OK.
  7. Repeat steps 4 through 6 for each disk drive.

Delete Product Folder and Reinstall

  1. Delete the folder created during the installation of the product that you would like to install. For instance, if you were installing Microsoft Office 97, you would need to delete your C:\Program Files\Microsoft Office folder.
  2. Restart Windows 98. On the Windows Start menu, click Shutdown. Select Restart, and click OK.
  3. Install one of the products listed at the beginning of this article.
After the installation is complete, repeat the appropriate steps in the sections above to re-enable DMA.

MORE INFORMATION

As of August 15th 1998, Dell technical support began shipping a replacement part for laptop-based Toshiba 24x CD-ROM drives in the Dell Inspiron 3200 to fix a problem that can cause the "Kernel32" symptoms described in the "Symptoms" section of this article. Contact Dell technical support if you have any questions regarding this.

For more information about hardware and software vendor contact information, visit the following Microsoft Web site: -
  http://support.microsoft.com/gp/vendors  


The third-party products discussed here are manufactured by vendors independent of Microsoft; we make no warranty, implied or otherwise, regarding these products' performance or reliability.

For additional information, please see the following articles in the Microsoft Knowledge Base:
190517 Troubleshooting Office Kernel32.dll Errors Under Windows 98

188195 Toshiba Tecra 750 Computer with CD-ROM Drive Hangs When Starting

189113 Windows 98 Setup May Hang on Toshiba Tecra or Protege

Properties

Article ID: 190630 - Last Review: January 23, 2007 - Revision: 5.4
APPLIES TO
  • Microsoft Excel 2000 Standard Edition
  • Microsoft Excel 97 Standard Edition
  • Microsoft PowerPoint 97 Standard Edition
  • Microsoft Word 97 Standard Edition
  • Microsoft Project 98 Standard Edition
  • Microsoft Works 4.5a
  • Microsoft Works 4.0 Standard Edition
  • Microsoft Works 4.0a
  • Microsoft Office 97 Small Business Edition
  • Microsoft PowerPoint 2000 Standard Edition
  • Microsoft Word 2000
  • Microsoft Office 2000 Premium Edition
  • Microsoft Office 2000 Professional Edition
  • Microsoft Office 2000 Standard Edition
  • Microsoft Office 2000 Small Business Edition
  • Microsoft Office 2000 Developer Edition
  • Microsoft Access 2000 Standard Edition
  • Microsoft FrontPage 2000 Standard Edition
  • Microsoft Outlook 2000 Standard Edition
Keywords: 
kbtshoot kbsetup kberrmsg kbprb KB190630

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