Article ID: 266700 - View products that this article applies to.
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For a Microsoft Office 2000 version of this article, see 245226
This article contains information about how to troubleshoot problems that may occur when you install the programs listed at the beginning of this article from compact disc (CD-ROM).
The steps in this article help you to verify that your CD-ROM drive or DVD-ROM drive can correctly read the compact disc.
Inspect and Clean the Compact DiscTo verify that the compact disc is clean and free of scratches, inspect the shiny side of the disc. Clean the disc by wiping it with a soft cloth in a straight line, starting from the center of the disc and wiping toward the edge. If there are no visible scratches, and if the errors still occur after you clean the compact disc, follow the steps in the next section. If the compact disc appears scratched, try a new compact disc.
Test for a Damaged Compact DiscTo determine whether the compact disc is damaged, follow these steps:
For more information about using the MS-DOS command prompt, see your Windows printed documentation or online Help.
Turn Off (Disable) the CD-ROM Drive Cache in Microsoft Windows Millennium Edition or Microsoft Windows 98If the error message appears while you are reading from a CD-ROM drive, try turning off the CD-ROM drive cache under Microsoft Windows Millennium Edition (Me) or Microsoft Windows 98. Although turning off the drive cache may make the drive more reliable, it reduces performance. To turn off the CD-ROM drive cache, follow these steps:
Turn Off Smartdrv.exe for Real-Mode CD-ROM Drivers in Windows 98If you are using real-mode CD-ROM drive drivers in Windows 98, the drive may be cached by the Smartdrv.exe program. If this is the case, remark the line that pertains to the Smartdrv.exe program in the Autoexec.bat file by typing REM at the beginning of the line. To do this, follow these steps:
(http://support.microsoft.com/kb/132882/EN-US/ )Computer Hangs Copying Data from CD-ROM Drive
Install Real Mode CD-ROM Drivers in Windows 98You may need to install real mode CD-ROM drive drivers under Windows 98 when you are troubleshooting problems that occur when you install the programs listed at the beginning of this article.
For additional information about installing real mode CD-ROM drivers in MicrosoftWindows 98, click the article number below to view the article in the Microsoft Knowledge Base:
198687NOTE: By following these steps, you can boot into Windows Safe mode, which prevents other programs and device drivers that may be conflicting with the CD-ROM driver from running.
(http://support.microsoft.com/kb/198687/EN-US/ )Installing Real Mode CD-ROM Drivers in Windows 98
Turn Off the Compact Disc AutoPlay FeatureMicrosoft Windows 2000, Microsoft Windows NT 4.0 Workstation, Windows Me, and Windows 98 continuously detect whether a compact disc is inserted into the CD-ROM drive. When a compact disc is detected, the operating system checks the volume for an Autorun.inf file. If the volume contains an Autorun.inf file, programs listed on the "open=" line in the file are run. This feature is called AutoPlay.
Turn Off the Compact Disc AutoPlay Feature in Windows Me and Windows 98:To turn off both the automatic running of compact discs and the automatic playing of audio compact discs, follow these steps:
For additional information, click the article number below to view the article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/126025/EN-US/ )How to Disable Automatic CD-ROM Running and Audio CD Playing
Turn Off the Compact Disc AutoPlay Feature in Windows 2000 and Windows NT 4.0 Workstation:For more informationHow to disable the Autorun functionality in Windows, click the following article number to view the article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/967715/ )How to Enable or Disable Automatically Running CD-ROMs
Turn Off Enhanced BIOS FeaturesWARNING: Incorrectly altering hardware BIOS settings can cause serious problems that may cause your computer to fail to start or fail to function correctly. 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.
Most 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 (for example, pressing DELETE) is required to enter the BIOS. The common features that can interfere with Microsoft Office programs are the following:
Memory Shadow RAMNewer chip sets may have more advanced features (such as memory wait states) that may cause errors. Most BIOS installation programs have an option to load the BIOS default settings. This option usually turns off all advanced features.
Video Shadow RAM
Built-in Virus Protection
Check for Software UpdatesOutdated and incompatible software may also cause error messages to appear. Check with the manufacturer of the computer for various software updates, such as BIOS updates, original equipment manufacturer (OEM) Windows updates, and CD-ROM drive driver updates.
Check Your CD-ROM Drive for Compatibility (Windows NT and Windows 2000 Only)For Windows 2000 and Windows NT 4.0 Workstation, make sure the CD-ROM device is listed on the operating system's corresponding Hardware Compatibility List (HCL).
For additional information about the Windows NT 4.0 HCL and Windows 2000 HCL, click the article number below to view the article in the Microsoft Knowledge Base:
131303For additional information about troubleshooting CD-ROM devices in Windows NT 4.0 Workstation and Windows 2000, click the article number below to view the article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/131303/EN-US/ )Latest Windows 2000 and Windows NT Hardware Compatibility List (HCL)
(http://support.microsoft.com/kb/126380/EN-US/ )Troubleshooting CD-ROM Problems in Windows NT
For help with CD or DVD drive problems in Windows Vista, visit the following Microsoft web page:
Fix problems in which your CD or DVD drive cannot read or write media in Windows
Article ID: 266700 - Last Review: February 28, 2014 - Revision: 2.2
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