Article ID: 258496 - View products that this article applies to.
This article was previously published under Q258496
This article may contain a link to the Windows Installer Cleanup utility (MSICUU2.exe). If you were directed to this article to solve a problem by using the Windows Installer Cleanup utility, please contact your software manufacturer for installation support on the product, or see the following Microsoft Knowledge Base article for steps to troubleshoot uninstallation issues with products that use Windows Installer:
(http://support.microsoft.com/kb/2438651)How to troubleshoot problems that may occur when you install, uninstall, or upgrade a program on a Windows-based computer
This article is intended for a beginning to intermediate computer user.
You may find it easier to follow the steps if you print this article first.
Assume that you try to install one of the following:
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 by using a soft, lint-free cotton cloth. Do not use paper cloth that can scratch the plastic and can 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 cleaning solution. Dry the disc thoroughly before you insert the disc in the drive.
If the problem continues to occur, go to "Method 2: Run the Xcopy command."
Method 2: Run the Xcopy commandYou can run the Xcopy command to determine whether the disc or the disc drive is bad. To run the Xcopy command, follow these steps:
Method 3: Install and then start the program by using a different CD or DVD driveThe CD drive may be unable to read the product CD. Try to install the program by using a different CD or DVD drive on the same computer or on a different computer. To do this, follow these steps:
If the problem continues to occur, go to "Method 4: Restart the computer by using a clean startup procedure."
Method 4: Restart the computer by using a clean startup procedureWhen you start Microsoft Windows, other software may start automatically together with the operating system. These programs and services can include antivirus software and system utilities that may interfere with the game. When you perform a clean restart, you prevent these programs from starting automatically.
You must be logged on as an administrator or as a member of the Administrators group to complete this procedure. If the computer is connected to a network, network policy settings may also prevent you from completing this procedure. For more information about how to perform a clean startup procedure, click the following article number to view the article in the Microsoft Knowledge Base:
331796If the problem continues to occur, go to "Method 5: Delete the contents of the temporary folder in Windows."
(http://support.microsoft.com/kb/331796/ )Perform a clean startup to determine whether background programs are interfering with your game or program
Method 5: Delete the contents of the temporary folder in WindowsTo delete the contents of the temporary folder in Windows, follow these steps:
Method 6: Try to install the game in a different folder or on a different driveIf the game crashes, or if you receive an error message during setup, try to install the game in a different folder. If the computer has another hard disk, try to install the game on the other hard disk.
Note The following steps may be different for each product that is listed in the "Applies To" section.
Method 7: Download and install the latest version of Windows Installer
Note Follow these steps for Windows Vista and for Windows XP only.
If you are running Windows Vista or Windows XP, you can download the latest version of Windows Installer. Games for Windows, Streets and Trips, and MapPoint use the Windows Installer application to copy files to your computer. If your computer has an outdated version of Windows Installer, or the version that you have installed is not working, the installation will not work.
To install the latest version of Windows Installer, visit the following Microsoft website:
Download the .msu or .exe file for your version of Windows. The "x86" that comes before the file name extension means that you have a 32-bit version of Windows, and the "x64" that comes before the file name extension means that you have a 64-bit version. If you are not sure which version of Windows you have, download and install the x64-based version. The installation instructions contain information about which file to use for your operating system.If the problem continues to occur, go to "Method 8: Install Windows Updates."
Method 8: Install Windows UpdatesTo download and install the latest Windows Updates, follow these steps:
To download the latest Windows XP service pack, see the following Microsoft Knowledge Base article:
322389 How to obtain the latest Windows XP Service Pack
If the problem continues to occur, go to "Method 9: Create a new user account in Windows."
Method 9: Create a new user account in WindowsFor information about how to create a new user account, select the appropriate link:
For Windows 7: How to fix a corrupted user profile in Windows 7
For Windows Vista: How to fix a corrupted user profile in Windows Vista
If the problem continues to occur, go to "Method 10: Check the hard disk for errors."
Method 10: Check the hard disk for errorsTo check the hard disk for errors, follow these steps:
Method 11: Obtain a replacement discTo obtain a replacement disc from Microsoft in the United States, contact the Microsoft Order Desk at (800) 360-7561. If you are outside the United States, visit the following website to learn how to obtain a replacement disc:
http://support.microsoft.com/contactus/?ws=supportFor more information, click the following article number to view the article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/326246/ )How to replace Microsoft software or hardware, order service packs and product upgrades, or replace product manuals
Article ID: 258496 - Last Review: May 18, 2011 - Revision: 43.0