You receive an error message or the Setup program stops responding when you install Games for Windows, Streets & Trips, MapPoint, or Encarta

This article describes how to troubleshoot problems that you may experience when you install one of the products that is listed in the "Applies to" section.

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.

The following behaviors are typical problems that may occur when you install one of the programs that is listed in the "Applies to" section:

• The Setup program stops responding.
• You receive an error message that resembles one of the following messages:
  You receive a Windows Installer error message that includes an error code, such as error 1305, 1603, 1335, or 1935.
  Game Name Setup encountered an error while reading the file
  Setup was unable to find or could not read the language specific setup resource .dll.
  Wrong volume is in the drive.
  Setup.exe is not a valid win32 application.
  Please insert the disc 2 in the drive.
  Note The "Please insert the disc 2 in the drive" error message may be caused by virtual hard drives.
  Setup failed to extract files from drive :\ filename .CAB. This is most likely caused by low memory (low disk space for swapping file) or corrupted cabinet file. Please restart your machine and run setup again.

Method 1: Clean the disc

Clean 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 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 the next method.

Method 2: Run the Xcopy command

You can use the Xcopy utility to determine whether the disc or the disc drive is bad. To run the Xcopy command, follow these steps:

1. Insert the game discs in the CD drive. If the game setup starts, exit it.
2. Click Start, point to Run, and then type the command line for the version of Windows that you are using:
   • For Windows Vista, Windows XP, and Windows 2000, type cmd.
   • For Windows 98, type Command.
   The Command Prompt window appears on the screen.
3. Type the following command at the command prompt, and then press ENTER to access the root of the hard disk drive, which is typically drive C:
   cd\
4. Type the following command at the command prompt, and then press ENTER:
   Xcopy CD drive letter:\*.* /s c:\text.txt
   You receive the following message:
   "Does C:\text.txt specify a file name or directory name on the target? (F=file, D=Directory)."
   Press F for file. Click A to select All. Depending on the speed of the computer’s CD or DVD drive, the steps to run the Xcopy command may take several minutes to finish. If there are any files that cannot be read from the CD, the CD may be dirty or damaged or the game CD may be corrupted. If no error messages were generated by running the Xcopy command on the game disc, please call (800) 360-7561 to obtain a replacement disc.

If the issue continues to occur, go to the next method.

Method 3: Install and then start the program by using a different CD or DVD drive

The 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:

1. Insert the CD into the CD or DVD drive of another computer, or a second CD or DVD drive on the original computer. The Setup program should start.
2. Click Express Install.
3. Follow the directions that appear on the screen to install the program.

If the installation is successful and you can start the game in this test, the problem may be that the original CD drive or DVD drive cannot read the game CD.

But if this problem continues to occur, go to the next method.

Method 4: Restart the computer by using a clean boot procedure, and then empty the temporary files folder

Windows Vista

Note You may experience a temporary loss of some services functionality when you follow these steps. Restoring the settings restores the functionality. However, when you restore the functionality, you may receive the original error message or experience the original behavior again.

Step 1: Start the System Configuration Utility

To start the System Configuration Utility in Windows Vista, click Start, type msconfig in the Start Search box, and then press ENTER.

If you are prompted for an administrator password or for a confirmation, type the password, or click Continue.

Step 2: Turn off programs and services

1. On the General tab, click Selective Startup.
2. Under Selective Startup, click to clear the Load Startup Items check box.
3. Click the Services tab, click to select the Hide All Microsoft Services check box, and then click Disable All.
4. Click OK, and then click Restart.

Microsoft Windows XP

Note You may experience a temporary loss of some services functionality when you follow these steps. Restoring the settings restores the functionality. However, when you restore the functionality, the original error message or behavior may return.

Step 1: Start the System Configuration Utility

To start the System Configuration Utility in Windows XP, click Start, click Run in the Open box, type msconfig, and then click OK.

Step 2: Turn off programs and services

1. On the General tab, click Selective Startup.
2. Under Selective Startup, click to clear the following check boxes:
   • Process SYSTEM.INI File
   • Process WIN.INI File
   • Load Startup Items
3. Click the Services tab, click to select the Hide All Microsoft Services check box, and then click Disable All.
4. Click OK, and then click Restart.

To perform a clean boot procedure on the computer, click Play to view this streaming media demonstration. To return to a regular startup after you perform a clean boot procedure, click Play to view the streaming media demonstration.

Step 3: Delete the contents of the temporary folder in Windows

Windows Vista

1. Click Start
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   , type %temp% in the Start Search box, and then press ENTER.
2. On the Organize menu, click Select All.
3. On the Organize menu, click Delete.
4. Click Yes.

Windows XP or Microsoft Windows 2000

1. Click Start, click Run, type %temp% in the Open box, and then click OK.
2. On the Edit menu, click Select All.
3. On the File menu, click Delete.
4. Click Yes when you receive the following message:
   Are you sure you want to send these items to the Recycle Bin?

Windows 98 or Windows Millennium Edition

1. Click Start, click Run, type temp in the Open box, and then click OK.
2. On the Edit menu, click Select All.
3. On the File menu, click Delete.
4. Click Yes when you receive the following message:
   Are you sure you want to send these items to the Recycle Bin?

If the problem continues to occur in the game, go to the next method.

Method 5: Try to install the game on another directory or on another drive

If the game stops responding (hangs) or 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 this hard disk.

Note The following steps may be different for each product that is listed in the "Applies To" section.

1. Insert the game disc in the drive.
   
   Note Do not click Express Install during setup.
2. Follow the setup menus until you see the Change button.
3. Click Change.
4. In the Path box, delete the existing path, and then type the following text:
   drive:\Program Files\Microsoft Games\game name
   In this example, drive is the drive letter of the hard disk and game name is the name of the game that you are trying to install.
5. Click OK when you are finished.
6. Follow the directions that appear on the screen to install the game.

If the problem continues to occur, go to the next method.

Method 6: Download and install the latest version of Windows Installer

To install the latest Windows Installer, visit the following Microsoft Web site: If the issue continues to occur, go to the next method.

Method 7: Use the Windows Installer CleanUp utility

Download and then install the Microsoft Windows CleanUp utility. To do this, visit the Microsoft Web site: Save the file to the desktop. When the download is complete, double-click the file, and then follow the directions. When installation is complete, click Start, point to All Programs, and then click Windows Installer CleanUp.

In the Installed Products list, remove any entries that are related to the product that you are having difficulty installing. If there are too many entries, click Select All, and then click Remove. When you have removed all the entries, click exit, and then start the installation of the product. For more information, click the following article number to view the article in the Microsoft Knowledge Base: If the issue continues to occur, go to the next method.

Method 8: Create a new user account in Windows

Windows Vista

To resolve this issue, follow the steps in the appropriate section.

The computer is connected to the Internet

View the "Create a user account" topic on the following Windows Online Help and Support Web site:

The computer is not connected to the Internet

View the "Create a user account" topic in Windows Help and Support on the computer's hard disk by following these steps:

1. Click Start, and then click Help and Support.
2. In the Search Help box or in the Search online Help box, type Create a user account, and then click Search Help.
3. In the list of topics, click Create a user account.
4. Click the link that best describes the problem that you are experiencing.
5. Follow the suggestions to troubleshoot the problem that you are experiencing.

Windows XP Home Edition

Step 1: Open User Accounts

To open User Accounts in Windows XP Home Edition, click Start, click Control Panel, and then click User Accounts.

Step 2: Create a new User Account

1. In the Pick a task list, click Create a new account.
2. Type the name that you want to use for the account, and then click Next.
3. Select the account type that you want, and then click Create Account.

Note Some games require a user account that has Administrator account type to run.

Windows XP Professional

Step 1: Open User Accounts

1. Click Start, and then click Control Panel.
2. Click User Accounts.
3. On the Users tab, click Add.

Step 2: Create a new User Account

1. On the Users tab, click Add.
2. Type a name for your user account, your full name, and a description for your account.
3. If your computer is set up as part of a client/server network, type the domain name, and then click Next.
   
   Note If your computer is set up as an individual computer (without a network) or is in a peer-to-peer network, you do not have to provide a domain name.
4. Type a user password. Then, type the user password again to confirm it.
   
   Important Passwords are case sensitive. For example, “MyPassword” and “mypassword” are treated as two different passwords.
5. Click Next.
6. Select the level of access for your user account, and then click Finish.

Note Some games require a user account that has Administrator level access to run.

If the problem continues to occur, go to the next method.

More information

If creating a new user account fixes the problem, sign out of this new user account, and then sign in to your usual user account to see whether the problem reappears there. If there is still a problem in your usual user account, you may want to use the Fix It button in the following article to restore the default security settings in this account. Then check whether that fixes the problem. Otherwise you must move your data from the account that has the problem into the user account that you just created so that you can access it when you use the new user account.
For more information about how to copy data to your new user profile when you are using Windows XP, click the following article number to view the article in the Microsoft Knowledge Base:
For more information about how to copy data to your new user profile when you are using Windows Vista, click the following topic title to view the topic in Windows Help and How-to:

Method 9: Check the hard disk for errors

To check the hard disk for errors, use the following method that is appropriate for the system.

Windows Vista

1. Click Start
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   , and then click Computer.
2. Right-click the hard disk that you want to check, and then click Properties.
3. On the Tools tab, in the Error-checking section, click Check Now.
4. Click to select the Automatically fix file system errors check box.
5. Click to select the Scan for and attempt recovery of bad sectors check box.
6. Click Start.

Windows XP or Windows 2000

1. Click Start, and then click My Computer.
2. Right-click the hard disk that you want to check, and then click Properties.
3. On the Tools tab, in the Error-checking section, click Check Now.
4. Click to select the Automatically fix file system errors check box.
5. Click the Scan for and attempt recovery of bad sectors check box.
6. Click Start.

Method 10: Similar problems and solutions

Obtain a replacement disc

To obtain a replacement disc from Microsoft, contact the Microsoft Order Desk at 1-800-360-7561.

For more information, click the following article number to view the article in the Microsoft Knowledge Base: