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This article describes how to troubleshoot when you are installing Microsoft Office programs on a computer that is running Microsoft Windows 98, and Setup appears to stop responding (hang) without apparent errors.
Make Sure That Setup Has Actually Stopped RespondingSetup may appear to stop, but in fact it is continuing slowly. Wait longer (about 20 minutes) before you end Setup. Before you conclude that Setup is stopped, examine the CD-ROM drive light and hard disk light for activity. Also, press CTRL+ALT+DELETE, and verify whether the Office Setup task appears as "Not Responding" in the Close Programs dialog box.
Remove a Beta Version of Office XPIf a beta version of Office XP was installed earlier, the beta version must be removed before you install the final version of Office XP. Although Office XP Setup prompts you to remove such a prerelease version, the removal process may not be completed successfully.
To remove a beta version of Office XP, follow these steps:
Use the Setup Log FilesOffice XP Setup automatically creates log files in your \Temp folder. The log files have names similar to the following:
where <edition> is the edition of Office XP that you are installing. For example, these files may be:
Log file for Log file name ----------------------------------------------------------------------- Setup.exe Office XP <edition> Setup(####).txt Windows Installer (System Files Update) Office XP <edition> Setup(####)_Task(0001).txt Windows Installer (Office installation) Office XP <edition> Setup(####)_Task(0002).txt
Office XP Professional Setup(0001).txtThe #### characters in the log file names are numbers beginning with 0001. They increment by 1 if you have to run Setup multiple times. Therefore, the log file with the highest number is the log file for the last time that you ran Setup.
Office XP Professional Setup(0001)_Task(0001).txt
Office XP Professional Setup(0001)_Task(0002).txt
Note You may have a Windows Installer log file for only the Office installation and not the System Files Update. On most versions of Microsoft Windows, the System Files Update installation is not required, so no log file is created for it. In this situation, the Windows Installer log file for the Office installation has "Task(0001)" appended to the log file instead of "Task(0002)".
Verbose logging is enabled by default in Office XP, so the Windows Installer log files will contain a great deal of information about events that occurred during installation. This file may be requested if you contact Microsoft Technical Support for further troubleshooting.
For additional information about how to create and how to read Office Setup log files, click the following article number to view the article in the Microsoft Knowledge Base:
296603For additional information about how to create and how to read Office Setup log files, click the following article number to view the article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/296603/ )How To Use an Office XP Setup Log File to Troubleshoot Setup Problems in Office XP
(http://support.microsoft.com/kb/296604/ )HOW TO: Customize Office Setup Logging Options
Quit All Unnecessary ProgramsQuit all unnecessary programs that are running before you run Office XP Setup. To do this, follow these steps:
Clean-Boot Windows 98For information about clean-booting Windows 98 by using the System Configuration Utility, please see the "How to Use the System Configuration Utility" and "How to Narrow the Focus of the Behavior" sections in the following Microsoft Knowledge Base article:
(http://support.microsoft.com/kb/192926/ )How to Perform Clean-Boot Troubleshooting for Windows 98
Run Setup from a Flat FileIf sufficient space is available on the hard disk, make a flat file of the contents of Office XP CD-ROM 1 by following these steps:
Start Windows in Safe ModeWindows has a built-in troubleshooting mode called safe mode. Safe mode bypasses startup files and uses only basic system drivers, including basic networking. When you start Windows in safe mode, Windows uses only the mouse, keyboard, and standard video graphics adapter (VGA) device drivers. This makes safe mode useful for isolating and resolving error conditions that are caused by both real-mode and Windows-based drivers. Windows also has troubleshooting features that may help you identify the problem. To start Windows in safe mode and make the additional troubleshooting features available, follow these steps:
For additional information about how to determine if Windows is using protected-mode drivers, please see the following article in the Microsoft Knowledge Base:
151634For additional information about installing real-mode drivers for the CD-ROM, see the following article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/151634/ )Protected-Mode CD-ROM Drive Support in Windows
(http://support.microsoft.com/kb/167069/ )Installing Real Mode CD-ROM Drivers for Office Installation
Check for a Valid Temporary Folder and Delete Temporary FilesThere should be at least 50 megabytes (MB) of free space on the hard disk that contains the temporary folder. To check for a temporary folder and delete excess files from that folder, follow these steps:
(http://support.microsoft.com/kb/186099/ )Description of the Disk Cleanup Tool
Check the Hard Disk for Disk Errors and FragmentationUse the Scandisk program to check the hard disk for lost clusters and other file allocation table (FAT) errors and to test the integrity of the hard disk. You can also use the Scandisk program to repair any of these problems. To run Scandisk, follow these steps:
Turn Off the CD-ROM Drive Cache and DMAIf the problem occurs while your computer is reading from a CD-ROM drive, try turning off the CD-ROM drive cache. This may make the drive more reliable but reduce performance. To turn off the CD-ROM drive cache, follow these steps:
(http://support.microsoft.com/kb/190630/ )Kernel32.dll and other error messages when you install Office 2000 products with Direct Memory Access (DMA) enabled on Windows 95 or Windows 98
Verify That the CD-ROM Is Clean and UnscratchedIf the problem occurs while you are installing from a CD-ROM, verify that the CD-ROM you are using is clean. You can wipe the CD-ROM with a soft, lint-free cloth. Also ensure that there are no large scratches on the CD-ROM. If the CD-ROM is damaged and unreadable, error messages may appear during installation.
For additional information, see the following article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/266700/ )OFFXP: Troubleshoot Installation from Compact Disc Media
Check for a Damaged Swap FileSetup problems may also appear if your Windows swap file is damaged. To create a new swap file, restart the computer in MS-DOS mode, delete the Win386.swp file in the Windows folder, and then restart the computer. To create a new swap file, follow these steps:
Check for Software UpdatesOutdated and incompatible software may also cause Setup problems. Check with the manufacturer of the computer for various software updates, such as BIOS updates, OEM Windows updates, and hardware driver updates (CD-ROM, video, and printer drivers). If you are using third-party partitioning software--for example, EZDrive or Ontrack Disk Manager--verify that you have the most recent versions of these products.
Scan the Computer for VirusesIf a virus is present on your computer and has damaged some files, problems may appear when you run Setup. Scan the hard disk and floppy disks with a virus detector. If the virus detector finds a virus on your computer, remove the virus before you run the Office Setup again.
Note Do not run a virus detector terminate-and-stay-resident (TSR) program while you run the Setup program. Run a virus detector before you run Setup and then turn it off.
Check for Registry DamageWhen you start Windows in safe mode, Windows does not read the entire registry. Therefore, damage to the registry may not be evident when you run Windows in this mode. You may have to replace the existing registry (System.dat) with a backup to determine whether a damaged registry is causing the problem.
Windows includes a tool called Registry Checker that can scan your registry for damage and, if necessary, restore a backup of the registry. Follow these steps to use Registry Checker to scan your registry:
(http://support.microsoft.com/kb/183887/ )Description of the Windows Registry Checker Tool (Scanreg.exe)
(http://support.microsoft.com/kb/184075/ )Description of Microsoft System Information (Msinfo32.exe) Tool
Check HardwareIf you exhaust all other troubleshooting steps and you are still receiving error messages, one or more pieces of your computer hardware may be incompatible with Windows or may be damaged. To identify a problem with your computer hardware, contact your computer vendor.
Badly seated memory or bad memory has been reported to cause Kernel32.dll error messages. Switching memory around in the motherboard memory banks has been known to correct some of these issues.
It has also been reported that running the Atron 380 Bus Mastering Ethernet Card can cause Kernel32.dll errors. Removing this card from the computer may resolve these error messages.
The third-party products that are discussed in this article are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.
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 information about how to contact the companies mentioned in this article, visit the following Microsoft Web site:
Reinstall Windows in a New FolderUse this method only after you try all of the troubleshooting steps in this article. If you reinstall Windows in a new folder, you must reinstall all Windows-based programs under the new Windows installation.
For additional information, click the following article number to view the article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/193902/ )How to Install Windows 98 Into a New Folder
Turn Off Enhanced BIOS FeaturesMost computers have several enhanced settings that allow the computer to fully use the computer hardware. These high-speed settings may 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, such as DEL, is required to enter the BIOS. Below are the common features that can interfere with Office programs:
Warning Incorrectly altering hardware BIOS settings can cause serious problems that may cause your computer to fail to start or 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.
For more articles about troubleshooting Setup issues with Office XP:
Click here to view a list of Troubleshooting Installation of Office XP: Pick Your Operating System articles
Article ID: 290556 - Last Review: February 27, 2014 - Revision: 4.0
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