Article ID: 238012 - View products that this article applies to.
This article was previously published under Q238012
This article has been archived. It is offered "as is" and will no longer be updated.
For a Microsoft Office XP version of this article, see 290556
This article describes how to troubleshoot when you are installing Microsoft Office programs under Microsoft Windows 98 and Setup appears to stop responding (hang) without apparent errors.
Make Sure That Setup Has Actually Stopped RespondingSetup may appear to stop, but in fact it is continuing slowly. Wait longer (about 20 minutes) before you end Setup. Before you conclude that Setup is stopped, check the CD-ROM drive light and hard disk light for activity. Also, press CTRL+ALT+DELETE, and check to see whether the Office Setup task appears as "Not Responding" in the Close Programs dialog box.
Create a Verbose Log FileIf Setup stops and you do not receive any error messages, you can use a verbose log file to determine what action Setup was performing when it stopped. To create a verbose log file, follow these steps:
(http://support.microsoft.com/kb/237957/ )How to use an Office 2000 Setup log file to troubleshoot Setup problems
(http://support.microsoft.com/kb/230861/EN-US/ )OFF2000: How to Customize Office Setup Logging Options
Quit All Unnecessary ProgramsQuit all unnecessary programs that are running before you run Office 2000 Setup. To do so, follow these steps:
NOTE: If a beta version of Office 2000 has been installed, it must be uninstalled before you install the final version. Although Setup should prompt you to remove such a pre-release version, the alert may not appear.
For additional information about this problem and removing the beta installed version, click the article number below to view the article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/224434/EN-US/ )OFF2000: Beta 2 Not Detected During Setup
Clean Boot Windows 98For information about clean booting Windows 98 using the System Configuration Utility, please see the "Using System Configuration Utility" and "Narrowing the Focus" sections in the following Microsoft Knowledge Base article:
(http://support.microsoft.com/kb/192926/EN-US/ )How to Perform Clean-Boot Troubleshooting for Windows 98
Setup from Flat FileIf there is enough space available on the hard disk, make a flat file of the contents of Office 2000 CD-ROM disk 1 by following these steps:
Start Windows in Safe ModeWindows has a built-in troubleshooting mode named Safe Mode. It bypasses startup files and uses only basic system drivers, including basic networking. When you start Windows in Safe Mode, Windows uses only the mouse, keyboard, and standard video graphics adapter (VGA) device drivers. This makes Safe Mode useful for isolating and resolving error conditions that are caused by both real-mode and Windows-based drivers. Windows also has troubleshooting features that may help you identify the problem. To start Windows in Safe Mode and make the additional troubleshooting features available, follow these steps:
For additional information about determining whether Windows is using protected-mode drivers, please see the following article in the Microsoft Knowledge Base:
151634For additional information about installing real-mode drivers for the CD-ROM, please see the following article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/151634/EN-US/ )Protected-Mode CD-ROM Drive Support in Windows
(http://support.microsoft.com/kb/167069/EN-US/ )Installing Real Mode CD-ROM Drivers for Office Installation
Check for a Valid Temporary Folder and Delete Temporary FilesThere should be at least 50 megabytes (MB) of free space on the hard disk that contains the temporary folder. To check for a temporary folder and delete excess files from that folder, follow these steps:
In Windows 98, you can delete many unused or temporary files by using the Disk Cleanup utility. For more information about using this utility, please see the following article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/186099/EN-US/ )Description of the Disk Cleanup Tool
Check the Hard Disk for Disk Errors and FragmentationUse the Scandisk program to check the hard disk for lost clusters and other file allocation table (FAT) errors and test the hard disk integrity. You can also use the Scandisk program to repair any of these problems. To run Scandisk, follow these steps:
Turn Off the CD-ROM Drive Cache and DMAIf the problem occurs while you are reading from a CD-ROM drive, try turning off the CD-ROM drive cache. This may make the drive more reliable but reduce performance. To turn off the CD-ROM drive cache, follow these steps:
(http://support.microsoft.com/kb/190630/EN-US/ )OFF: Kernel32.dll and Other Errors When You Install Products with DMA Enabled
Verify That the Compact Disc Is Clean and UnscratchedIf the problem occurs while you are installing from a compact disc, verify that the compact disc you are using is clean. You can wipe the compact disc with a soft, lint-free cloth. Also ensure that there are no large scratches on the compact disc. If the compact disc is damaged and unreadable, error messages may appear during installation.
For additional information, please see the following article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/174713/EN-US/ )Troubleshooting Installation from Compact Disc Media
Check for a Damaged Swap FileSetup problems may also appear if your Windows swap file is damaged. To create a new swap file, restart the computer in MS-DOS mode, delete the Win386.swp file in the Windows folder, and then restart the computer. To create a new swap file, follow these steps:
Check for Software UpdatesOutdated and incompatible software may also cause setup problems. Check with the manufacturer of the computer for various software updates, such as BIOS updates, OEM Windows updates, and hardware driver updates such as CD-ROM, video, and printer drivers. If you are using third-party partitioning software--for example, EZDrive, or Ontrack Disk Manager--verify that you have the most recent versions of these products.
Scan the Computer for VirusesIf a virus is present on your computer and has damaged some files, problems may appear when you run Setup. Scan the hard disk and floppy disks with a virus detector. If the virus detector finds a virus on your computer, remove the virus before you run the Office Setup again.
NOTE: Do not run a virus detector terminate-and-stay-resident (TSR) program while you run the Setup program. Run a virus detector before you run Setup and then turn it off.
Check for Registry DamageWhen you start Windows in Safe Mode, Windows does not read the whole registry. Therefore, damage to the registry may not be evident when you run Windows in this mode. It may be necessary to replace the existing registry (System.dat) with a backup to determine whether the problem is caused by a damaged registry.
Windows includes a tool named Registry Checker that can scan your registry for corruption, and if necessary, restore a backup of the registry. Follow these steps to use Registry Checker to scan your registry:
(http://support.microsoft.com/kb/183887/EN-US/ )Description of the Windows Registry Checker Tool (Scanreg.exe)
(http://support.microsoft.com/kb/184075/EN-US/ )Description of Microsoft System Information (Msinfo32.exe) Tool
Check HardwareIf you exhaust all other troubleshooting steps and you are still receiving error messages, it is possible that one or more pieces of your hardware are incompatible with Windows or are damaged. To identify a problem with your computer hardware, contact your computer vendor.
Badly seated memory or bad memory has been reported to cause Kernel32.dll error messages. Switching memory around in the motherboard memory banks has been known to correct some of these issues.
It has also been reported that running the Atron 380 Bus Mastering Ethernet Card can cause Kernel32.dll errors. Removing this card from the computer may resolve these error messages.
The third-party products that are discussed in this article are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.
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.
For information about how to contact the companies mentioned in this article, visit the following Microsoft Web site:
Reinstall Windows in a New FolderUse this method only after you try all of the troubleshooting steps in this article. If you reinstall Windows in a new folder you must reinstall all Windows-based programs under the new Windows installation.
For additional information, please see the following article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/200378/EN-US/ )OFF2000: How to Install Windows 98 to a New Folder to Troubleshoot Problems in Office 2000
Turn Off Enhanced BIOS FeaturesMost computers have several enhanced settings that allow the computer to fully use the computer hardware. These high-speed settings can cause the system to become unstable; turning off these features may make the computer more stable. Contact your computer manufacturer for information about entering the basic input/output system (BIOS) and changing the BIOS settings. You can enter the BIOS on most systems immediately after turning on the power. Usually a keystroke, such as DEL, is required to enter the BIOS. Below are the common features that can interfere with Office programs:
WARNING: Incorrectly altering hardware BIOS settings can cause serious problems that may cause your computer to fail to start or function properly. Microsoft cannot guarantee that problems that result from the incorrect setting of hardware BIOS options can be solved. Alter the hardware BIOS settings at your own risk.
Article ID: 238012 - Last Review: February 28, 2014 - Revision: 4.0