Microsoft Reader: How to Troubleshoot Installation Problems

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Article ID: 270845
IMPORTANT: This article contains information about modifying the registry. Before you modify the registry, make sure to back it up and make sure that you understand how to restore the registry if a problem occurs. For information about how to back up, restore, and edit the registry, click the following article number to view the article in the Microsoft Knowledge Base:
256986 Description of the Microsoft Windows Registry
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Symptoms

When you attempt to install Microsoft Reader, you may experience one or more of the following symptoms:
  • The installation program stops responding (hangs).
  • You receive an error message while the installation program is running.
  • Running the Setup.exe file does not start the installation program.

Cause

This behavior can occur if any of the following conditions are true:
  • A program is running in the background that is interfering with the installation program.
  • Your download of Microsoft Reader may be damaged.
  • Microsoft Internet Explorer is not properly installed on your computer.

Resolution

To resolve this issue, use the following methods in the order in which they are presented.

Uninstall Microsoft Reader

To uninstall Microsoft Reader:
  1. Click Start, point to Settings, and then click Control Panel.
  2. Double-click Add/Remove Programs.
  3. Double-click Microsoft Reader.
  4. Follow the instructions on the screen to uninstall Microsoft Reader.

Delete the Microsoft Reader registry keys

WARNING: If you use Registry Editor incorrectly, you may cause serious problems that may require you to reinstall your operating system. Microsoft cannot guarantee that you can solve problems that result from using Registry Editor incorrectly. Use Registry Editor at your own risk.

To delete the Microsoft Reader registry keys:
  1. Click Start, and then click Run.
  2. In the Open box, type "regedit" (without the quotation marks), and then click OK.
  3. Select the following registry key:
    HKey_Local_Machine\Software\Microsoft\EBooks
  4. Press the DELETE key. When you are prompted to confirm the deletion, click Yes.
  5. Select the following registry key:
    HKey_Current_User\Software\Microsoft\EBooks
  6. Press the DELETE key. When you are prompted to confirm the deletion, click Yes.
  7. Select the following registry key:
    HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Uninstall\{3B1 433E1-8355-456F-9FED-CC9DE9FCFE31}
  8. Press the DELETE key. When you are prompted to confirm the deletion, click Yes.
  9. Quit Registry Editor, and then restart the computer.

Clean Boot the Computer

To clean boot the computer, use the appropriate method for your version of Microsoft Windows.

Microsoft Windows 98

  1. Click Start, and then click Run.
  2. In the Open box, type msconfig, and then click OK.
  3. On the General tab, click Selective Startup, and then click to clear the following check boxes:

    • Process Config.sys File
    • Process Autoexec.bat File
    • Process Winstart.bat File (if available)
    • Process Win.ini File
    • Load Startup Group Items
  4. Click OK. When you are prompted to restart the computer, do so.
For additional information about how to clean boot Windows 98, click the article number below to view the article in the Microsoft Knowledge Base:
192926 How to Perform Clean-Boot Troubleshooting for Windows 98
NOTE: To restore your original Startup options, click Normal Startup on the General tab in System Configuration Utility.

Microsoft Windows 95

  1. Restart the computer. When you see the "Starting Windows 95" message, press the F8 key, and then select Command Prompt Only from the Startup menu.
  2. At the command prompt, type win, and then press ENTER. Press and hold down the SHIFT key until the Windows startup sequence is complete.
  3. Disable any anti-virus or disk tool programs installed on the computer.

    For information about how to disable these programs, see the printed or online documentation for the program.
  4. Quit all running programs except Explorer and Systray. To do this, press CTRL+ALT+DELETE, click the program that you want to quit, and then click End Task. If you receive a message that the program is busy or not responding, click End Task again. Repeat this step to quit all programs except Explorer and Systray.
NOTE: To restore your original Startup options, restart the computer normally, and then enable any anti-virus or disk tool programs installed on the computer. For information about how to enable these programs, see the printed or online documentation for the program. If the issue continues to occur, proceed to the next method.

Download Microsoft Reader

Download and install the latest version of Microsoft Reader from the following web site:
http://www.microsoft.com/Reader/downloads/
After you download the file, double-click the file to install Microsoft Reader.

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

Download and Install the Latest Version of Internet Explorer

To download and install the latest version of Internet Explorer, visit the following Microsoft Web site:
http://www.microsoft.com/windows/ie/default.mspx

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Article ID: 270845 - Last Review: June 19, 2014 - Revision: 2.0
Keywords: 
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