Encarta, MapPoint, or Streets and Trips may stop responding at the opening screen when you start the program

When you try to start one of the programs listed in the "Applies to" section, the program may stop responding (hang) at the opening screen.

This issue occurs if any one of the following conditions is true:

• The computer has mismatched or outdated system and MDAC files.
• The computer has outdated or corrupted video drivers.
• The computer is having trouble reading the CD.

Windows Vista

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

The computer is connected to the Internet

View the "Troubleshoot game problems " topic on the following Windows Online Help and Support Web site:

The computer is not connected to the Internet

View the "Troubleshoot game problems " 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 Troubleshoot game problems , and then click Search Help.
3. In the list of topics, click Troubleshoot game problems .
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

To resolve this issue, follow these steps.

Reinstall the MDAC Components

1. Press and hold down SHIFT to disable Autoplay and insert your Streets & Trips Setup CD in your CD drive or DVD drive.
2. Double-click My Computer.
3. Right-click your CD drive or DVD drive, and then click Explore.
4. In the \Support folder, locate and right-click Mdac_typ.exe, and then click Copy.
5. Right-click an empty area on the desktop, and then click Paste.
6. Restart your computer in Safe mode.
7. Double-click Mdac_type.exe on your desktop.
8. Follow the instructions that appear on the screen to complete the installation process.
9. Restart your computer in Normal mode.

For additional information about how to update MDAC components, click the following article number to view the article in the Microsoft Knowledge Base: If this does not resolve this issue, go to the next method.

Update the Video Driver

Contact your hardware manufacturer for information about how to obtain and install the most recent video driver available for your video adaptor.

For more information about hardware and software vendor contact information, visit the following Microsoft Web site: 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 additional information about video issues, click the following article number to view the article in the Microsoft Knowledge Base: If this does not resolve this issue, go to the next method.

Troubleshoot the CD

Clean the program CD. To do this, use a CD cleaning kit, or gently wipe the silver side of the CD with a soft, lint-free cotton cloth from the center of the CD outward.

Note Do not use paper cloth. Paper cloth can scratch the plastic and leave streaks. Do not use a circular motion when you wipe the CD.

If the issue continues to occur, clean the CD with a damp cloth or a commercial CD cleaning solution. Dry the CD thoroughly before you insert it in the CD drive.

For additional information about how to troubleshoot CD-ROM issues, click the following article number to view the article in the Microsoft Knowledge Base: If this does not resolve the issue, go to the next method.

Use an Administrative Install

To work around this issue, follow these steps to create an administrative installation location:

1. Insert the Microsoft MapPoint or the Microsoft Streets & Trips CD in your computer's CD or DVD drive.
   
   Hold down the SHIFT key to prevent installation from automatically starting.
2. Type the following command at a command prompt, and then press ENTER to start the Administrative Installation Wizard:
   msiexec /a drive:\msmap\data.msi
   In this example, drive is the letter of your CD or DVD drive.
3. Click Next.
4. Select a network location for the administrative installation location--for example, select \\machine\share\MapPoint.
5. Follow the Administrative Installation Wizard instructions that appear on the screen.

After you create the administrative installation location, users can install MapPoint. To do this, users can use one of the following methods:

• Use an advertisement.
• Locate the administrative installation location, and then double-click Setup.exe.

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