System TipThis article applies to a different operating system than the one you are using. Article content that may not be relevant to you is disabled.
When you install or uninstall programs on a Windows-based computer, you may experience issues in which the programs may not install or uninstall correctly.
An automated troubleshooter is available that diagnoses problems that can prevent you from installing and uninstalling programs on a Windows-based computer. This troubleshooter can help with programs that do not uninstall correctly and with issues in which programs may be blocking the installation of other programs.
The Diagnose and fix program installing and uninstalling problems automatically troubleshooter may automatically fix the problem that is described in this article.
This troubleshooter fixes many different problems.
Learn more
(http://support.microsoft.com/mats/Program_Install_and_Uninstall/)
The Diagnose and fix program installing and uninstalling problems automatically troubleshooter may automatically fix the problem that is described in this article.
This troubleshooter fixes many different problems.
Learn more
(http://support.microsoft.com/mats/Program_Install_and_Uninstall/)
Important The Windows Installer Cleanup utility (MSICUU2.exe) that was previously referred to in this article was discontinued. Although the Windows Installer Cleanup utility resolved some installation problems, it sometimes damaged other components that were installed on the computer. Because of this, the tool was removed from the Microsoft Download Center. The Program Install and Uninstall troubleshooter
(http://support.microsoft.com/mats/Program_Install_and_Uninstall)
is a replacement for that utility.
If the Program Install and Uninstall troubleshooter does not resolve your issue, you can use the additional steps that follow to resolve the problem.
If you have to uninstall Microsoft Office, click the link that matches your version of Office:
If you have to uninstall Microsoft Security Essentials, see the following Microsoft Knowledge Base article:
2435760
(http://support.microsoft.com/kb/2435760/
)
How to manually uninstall Microsoft Security Essentials if you cannot uninstall it by using the Add or Remove Programs item
The installation or uninstallation process of a program can fail for several reasons. This article discusses the following issues (Click each issue for related resolution):
To resolve these types of issues, follow the steps listed below:
Important You must log on to the computer by using an administrator account. To perform many of the steps in this article, you have to be logged on to a computer that has an account that has administrator rights. To determine whether you are using an account that has administrator rights, follow these steps:
Type the following command in the Run dialog box, and then press OK:
timedate.cpl
Collapse this imageExpand this image
Use one of the appropriate steps, depending on the result.
If the Date and Time Properties dialog box appears, you are already logged on as an administrator. Click Cancel to close the Date and TimeProperties dialog box.
Collapse this imageExpand this image
The following message appears if you are not logged on as an administrator.
Type the following command in the Start Search box or in the Search programs and files box, and then press ENTER:
timedate.cpl
The Date and Time dialog box opens.
Collapse this imageExpand this image
Click Change date and time in the Date and Time dialog box. When the User Account Control dialog box opens, click Continue.
Collapse this imageExpand this image
Now, do one of the following, depending on what happens when you click Continue:
If your computer does not prompt you for a password You are already logged on with an administrator account. Click Cancel two times to close the Date and Time dialog box, and then you are ready to continue with this task.
If your computer prompts you for a password You are not logged on with an administrator account.
The Windows Installer Engine could be corrupted, installed incorrectly, or disabled. This may cause installation issues.
Note The Windows Installer Engine manages the installation of software, manages the additions and deletions of software components, monitors file resiliency, and maintains basic failure recovery by using rollbacks.
Use these methods to identify any Microsoft Installer issues that may be causing problems when you install, uninstall, or update programs. Start with method 1, follow the steps in that method, and then go to the next method if your issue is not resolved.
Method 1: Determine whether the Windows Installer engine is functioning
Click Start
Collapse this imageExpand this image
, type cmd in the Search box or click Run then type cmd in the dialog (Windows XP or Windows Server 2003), and then press Enter to open a Command Prompt window.
At the command prompt, type MSIExec, and then press Enter.
If the MSI engine is working, there should be no error messages. If you receive an error message, note the error. If you are proficient in how to use search engines, you can use the error message to help locate additional content to troubleshoot the issue.
Try to install or to uninstall again.
If the problem persists, go to method 2.
Method 2: Make sure that the Windows Installer service is not set to Disabled
Click Start
Collapse this imageExpand this image
, type services.msc in the Search box or click Run then type services.msc in the dialog (Windows XP or Windows Server 2003), and then press Enter to open Services.
Right-click the Windows Installer service, and then click Properties.
If the Startup type box is set to Disabled, change it to Manual.
Click OK to close the Properties window.
Right-click the Windows Installer service, and then click Start. The service should start without errors.
Try to install or to uninstall again.
If the problem persists, go to method 3.
Method 3: Check your version of Windows Installer, and upgrade to the latest version if it is needed
Important This method applies to Windows XP, to Windows Vista, to Windows Server 2003, to Windows Server 2003 R2, and to Windows Server 2008 only.
Click Start
Collapse this imageExpand this image
, type cmd in the Search box or click Run then type services.msc in the dialog (Windows XP or Windows Server 2003), and then press Enter to open a Command Prompt window.
At the Command Prompt window, type MSIExec, and then press Enter. If the MSI engine is working, there should be no error messages, and a separate dialog box should open. This shows the MSI version.
If the installer version is not version 4.5, see the following article in the Microsoft Knowledge Base for information and for a link to download Windows installer 4.5:
The method that is used to install or to update the program may not have completed successfully
There are several methods that can be used to install, to uninstall, or to update a program. Additionally, the method or methods that are used may not have started or completed successfully. The following are common methods that are used to install software:
Insert the CD or DVD media, and then let the installation auto-start.
Browse to the CD, DVD, removable media, or other location where the programs installation files are stored, and then double-click the Setup program. The setup file is typically one of the following:
Autorun or Autorun.exe
Setup or Setup.exe
Install or Install.exe
Click Run when you download the program from an Internet website.
The installation media may be unreadable
Installation media such as CD and DVD media may be dirty or scratched and may be unreadable by the CD or DVD reader and cause installation, removal, or updating issues.
Method 1: Clean the CD or DVD that you are using to install (This applies only if you have to use a CD or DVD.)
Clean the CD or DVD media. To do this, use a CD or DVD disc-cleaning kit. Or, gently wipe the silver side of the disc by using a soft, lint-free cotton cloth. Do not use paper cloth. This can scratch the plastic or leave streaks. When you clean the disc, wipe from the center of the disc outward. Do not use a circular motion. If the problem continues to occur, clean the disc by using a damp cloth or a commercial CD or DVD disc-cleaning solution. Dry the disc thoroughly before you insert the disc into the drive.
Method 2: Copy the installation files to your computer
Copy the installation files to a local hard disk on your computer or to other, removable media. Note the location, and then run the installation from that location. The installation file is typically called Autorun.exe or Setup.exe. But this can vary. If you are not sure, check the Readme file in the folder for instructions about how to run the installation. If an executable file (.exe) is available, we do not recommend that you run .msi files directly without specific instructions from the vendor.
Method 3: Obtain a fresh version of the installation package
If you tried to install from a CD or DVD, take the following actions:
Check the software manufacturer’s website for a more recent version of the software package. Download and install the new version.
If you already have the latest version, try to download the program from the manufacturer's website and then run the installation.
Advanced Users If multiple CDs or DVDs are required, we recommend that you copy all the disks to the same folder, in reverse order (higher disk numbers first). Be prepared to approve files to be overwritten if you are prompted, and then install from that location.
Downloaded or copied installation files may be corrupted
Method 1: Copy the installation files to your computer
Copy the installation files to a local hard disk on your computer or other, removable media. Note the location, and then run the installation from that location. The installation file is typically named Autorun.exe or Setup.exe. But this can vary. If you are not sure, check the Readme file in the folder for instructions on how to run the installation. If an executable file (.exe) is available, we do not recommend that you run .msi files directly without specific instructions from the vendor.
If you are installing a program from the Internet, re-download the file (select Save instead of Run in the download dialog box), save the file toa folder on a local hard disk on your computer or other, removable media, and run the installation from that location.
If your installation files are on a network (for example, a commercial or corporate environment), copy all the files to a folder on a local hard disk on your computer, and then run the installation from that location.
Method 2: Obtain a fresh version of the installation package
If some time has elapsed between when you downloaded the package and when you tried to install it, do the following:
Check the software manufacturer’s website for a more recent version of the software package. Download and install the new version.
If you already have the latest version, try to download the program again and then run the installation.
Programs that are currently running on your computer may be interfering with the installation process
Disable programs that might be interfering with the installation process. To do this, follow these steps:
Click Start
Collapse this imageExpand this image
, type msconfig in the Search box, and then click msconfig.exe.
Collapse this imageExpand this image
If you are prompted for an administrator password or confirmation, type the password, or provide confirmation.
On the General tab, click Selective startup, and then click to clear the Load startup items check box.
Click Services, click Hide all Microsoft services, and then click Disable all.
Click OK, and then click Restart.
Try running your software program installation.
When you are finished troubleshooting the problem, restart the computer in Normal Startup mode. To do this, follow these steps:
Click Start
Collapse this imageExpand this image
, type msconfig in the Search box, and then click msconfig.exe.
Collapse this imageExpand this image
If you are prompted for an administrator password or confirmation, type the password, or provide confirmation.
On the General tab, click Normal startup, click OK, and then click Restart.
For more information about how to use MSConfig, click the following article number to view the article in the Microsoft Knowledge Base:
929135
How to troubleshoot a problem by performing a clean boot in Windows Vista or in Windows 7
For more help for your install, uninstall, or update issue
If you followed these steps and the issue is still not resolved you may have to contact Microsoft Support for additional assistance. For information about how to contact Microsoft Support, visit the following Microsoft website. Some charges may apply.
You may also want to visit a Microsoft community website where you can ask questions and receive answers from other users for free. Microsoft Answers is a support forum for consumer customers. To visit Microsoft Answers, visit the following Microsoft website:
You may be able to manually uninstall some parts of the program through the Windows interface. For example, you may be able to manually delete program files and folders. Because the steps to do this can be very different, depending on the version of Windows that you have and the program that you are trying to uninstall, no prescriptive steps are provided in this article to do this. If you are not familiar enough with the program that you are trying to uninstall to positively identify the files and folders for that program, we do not recommend that you try this method. Generally, when you begin to manually delete program files and folders, you run the risk of damaging your operating system. This step should be followed at your own risk.
If you are considering manually uninstalling the program, the following are some things that you should remember:
You should make every effort to uninstall the application through traditional means before you follow this step. For example, use Add or Remove Programs in Control Panel.
Before you follow this step, you should create a system restore point.
Before you get started, move any personal data or documents that may have ended up in the application’s install folder. For example, move them to the Documents folder.
If you cannot manually delete a program file, this could mean that the file is being used or that some other program is accessing the file and not letting you delete it. For example, an antivirus software may be accessing the file. When an antivirus software is accessing a program file and making it impossible to delete a file, it is likely that this same antivirus software was keeping you from uninstalling the program by using more traditional means.
Check for file or folder names longer than 260 characters
For more about the maximum path length limitation, visit the following Microsoft Developer Network (MSDN) website:
Most programs will create an installation log. If no log can be located, you can enable verbose MSI logging. For more information about how to enable Windows Installer logging, click the following article number to view the article in the Microsoft Knowledge Base: 223300
(http://support.microsoft.com/kb/223300)
How to enable Windows Installer logging
Note If you are running the .msi without the bootstrapping application (.exe), you can add parameters for verbose logging. For example:
A failed installation will typically log Return Value 3 where the problem occurred and the installation rollback begins. The description of the failure will appear immediately before the Return Value 3 log entry.
The
Wilogutl.exe
(http://msdn.microsoft.com/en-us/library/aa372811(VS.85).aspx)
tool can be useful in the analysis of log files from a Windows Installer installation. Additionally, the tool can suggest solutions to errors that are found in a log file. The Wilogutil.exe tool is available in the latest
Microsoft Windows Software Development Kit.
(http://msdn.microsoft.com/en-us/windows/bb980924.aspx)
The following is an example of how to use the Wilogutl.exe tool:
We're sorry, but your operating system is not supported by Microsoft Automated Troubleshooting Services at this time.
Back to the top
