Article ID: 309191 - View products that this article applies to.
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This article describes how to troubleshoot when you are installing Microsoft Office XP on a computer that is running Microsoft Windows XP (Home or Professional), and Setup appears to stop responding (hang) without apparent errors.
Make Sure That Setup Actually Stopped RespondingSetup may appear to stop, but in fact it is continuing slowly. Wait longer (about 20 minutes) before you end Setup.
Open the Windows Task Manager by right-clicking an empty space on the taskbar, and then clicking Task Manager. Click the Processes tab, and then examine the CPU for the multiple Msiexec.exe entries. If any Msiexec.exe process is using a relatively high CPU percentage, this indicates that Setup is not stopped or hung.
Before you conclude that Setup is stopped, examine the CD-ROM drive light and hard disk light for activity. Also, in the Windows Task Manager, verify whether the Office Setup program appears as "Not Responding" in the Status column on the Applications tab of the Windows Task Manager dialog box.
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, click the article number below to view the article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/266700/EN-US/ )OFFXP: Troubleshooting Installation from Compact Disc Media
Uninstall a Beta Version of Office XPIf a beta version of Office XP was installed earlier, the beta version must be uninstalled before you install the final version of Office XP. Although Office XP Setup prompts you to uninstall such a prerelease version, the removal process may not be completed successfully. To uninstall a beta version of Office XP, follow these steps:
Verify the PermissionsMake sure that the correct permissions are set for your account. To determine whether you have the correct permissions to install, run, and use the Office program that you are having problems with, log on to the computer as an administrator. When you log on to Windows as an administrator, you have full read/write permission to all folders and files on the computer, as well as to the registry. If the problem does not occur after you log on as an administrator, verify the permissions of your user account.
NOTE: The Local Administrator account is not the same as a user account that has administrator permissions. The Local Administrator account is the system account that is used to set up the operating system.
Test the User ProfileSometimes, a user's specific information may be damaged, but other users on the same computer may have no problem. To determine whether this is the case, sign on as a new user or create a new user, and then test.
For additional information, click the article number below to view the article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/296834/EN-US/ )User Profile May Become Corrupted After You Perform a Clean Windows 2000 Installation
Use the Setup Log FilesWhen you install Office XP, Setup automatically creates log files in your TEMP folder. The log files have names similar to the following:
Log file for Log file name --------------------------------------------------------------------- Setup.exe Office XP <edition> Setup(####).txt Windows Installer Office XP <edition> Setup(####)_Task(0001).txt
In the preceding table, <edition> is the edition of Office XP that you are installing. For example, these files may be:
Office XP Professional Setup(0001).txtThe #### characters in the log file names are numbers beginning with 0001. These numbers increment by 1 each time that you run Setup. Therefore, the log file with the highest number is the most recent log file.
Office XP Professional Setup(0001)_Task(0001).txt
Verbose logging is enabled by default in Office XP; therefore, the Windows Installer log files contain much information about events that occur during installation. This file may be requested if you contact Microsoft Technical Support for further troubleshooting.
For additional information about creating and reading Office Setup log files, click the article number below to view the article in the Microsoft Knowledge Base:
296603For additional information about customizing Office Setup log files, click the article number below to view the article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/296603/EN-US/ )OFFXP: How to Use an Office XP Setup Log File to Troubleshoot Setup Problems
(http://support.microsoft.com/kb/296604/EN-US/ )OFFXP: How to Customize Office Setup Logging Options
Close Unnecessary Memory-Resident ProgramsPrograms that run in the background in memory are called terminate-and-stay-resident (TSR) programs. For example, these programs may be virus protection software, utility programs, print manager programs, or screen savers. To determine whether a terminate-and-stay-resident program is running, follow these steps:
Important This section, method, or task contains steps that tell you how to modify the registry. However, serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow these steps carefully. For added protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs. For more information about how to back up and restore the registry, click the following article number to view the article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/322756/ )How to back up and restore the registry in Windows
To see what programs are loaded via the registry, follow these steps:
Check the TEMP FolderAn invalid TEMP environment variable can cause errors with the Office Setup program. This section describes how to verify that your temporary folders are correctly set up.
First, you must determine the location of your Windows TEMP folder and verify the validity of your TEMP environment variables. To do this, follow these steps:
Disk Cleanup UtilityIn Windows, you can delete many unused or temporary files with the Disk Cleanup Utility. Disk Cleanup searches your computer's hard disk and then shows you temporary files, Internet cache files, and unnecessary program files that you can safely delete. You can direct Disk Cleanup to delete some or all of those files. To open the utility, click Start, point to All Programs, point to Accessories, point to System Tools, and then click Disk Cleanup.
Check the Hard Disk for Disk Errors and FragmentationUse the Disk Defragmenter program to check the hard disk volume for lost clusters and other master file tables (MFT) errors. You can also test the integrity of the hard disk's ability to read and write data and then repair most errors. To run the Disk Defragmenter program, follow these steps:
Scan the Computer for VirusesIf a virus is present on your computer and it has damaged any files, problems can occur when you run Setup. Scan the hard disk and floppy disks with virus detection software that is updated with a very recent virus signature file. If the antivirus software detects a virus on your computer, clean or remove the virus before you attempt to run Office Setup again.
NOTE: Do not run antivirus terminate-and-stay-resident (TSR) programs while you run the Office Setup program. Instead, run these utilities before you run Office Setup, and then disable or turn off the utilities until Setup is completed.
Clean Start Windows XPTo disable common startup programs, drivers, and system settings that may conflict with the Office Setup program, you can clean start (clean boot) Windows.
For more information about clean starting Windows XP by using the System ConfigurationUtility, click the following article number to view the article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/310353/ )Windows XP: How to Perform a Clean Boot in Windows XP
Run Setup from a Flat FileIf enough space is available on the hard disk, make a copy of the contents of the Office XP CD-ROM by following these steps:
For additional information about hard disk requirements, click the article number below to view the article in the Microsoft Knowledge Base:
285342You can use this flat file to install Office while in Windows Safe mode (see the "Start Windows in Safe Mode" section later in this article). If installing from a flat file fails, it is still possible there is a problem with the CD-ROM, because a damaged file can be copied without generating an error message. Installing from this flat file while in Safe mode is necessary in order to determine whether startup items or services are conflicting with the Setup program.
(http://support.microsoft.com/kb/285342/EN-US/ )OFFXP: System Requirements for Office XP
Start Windows in Safe ModeWARNING: Starting your computer in Safe mode disables the Windows File Protection (WFP) feature for the session in which you use Safe mode. After you install Office in Safe mode, you should restart Windows to ensure that you are in "normal mode" as you continue operating your computer.
Windows has a built-in troubleshooting mode called Safe mode. Safe mode bypasses startup files and uses only basic system drivers, including basic networking and system services. When you start Windows in Safe mode, Windows uses only the mouse, keyboard, and standard video graphics adapter (VGA) device drivers and those system services that are necessary to start. This makes Safe mode useful for isolating and resolving error conditions that are caused by startup programs, services, 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 your system configuration:
(http://support.microsoft.com/kb/202485/EN-US/ )Description of Safe Boot Mode in Windows
Check for Software UpdatesOutdated and incompatible software also can cause Setup problems. Check with the manufacturer of your computer for various software updates, such as BIOS updates, OEM Windows updates, and hardware driver updates (CD-ROM, video, and printer drivers).
Reinstall Windows in a New FolderUse this step after you try all other troubleshooting methods listed earlier in this article. For testing purposes, you can install Windows into a different folder from your original Windows installation and then install Office to that environment. This is called making a "parallel" copy, because your original installation of Windows is not entirely removed. Instead, Windows is installed alongside your original copy.
If installing Office this way is successful and you decide to keep the new installation of Windows, you must reinstall all Windows-based programs under the new Windows installation.
For more information about installing a parallel copy of Windows, click the following article number to view the article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/266465/ )How to perform a parallel installation of Windows 2000 or Windows Server 2003
Check HardwareIf you try all other troubleshooting steps and you still receive error messages, one or more devices in your computer hardware may be incompatible with Windows or may be damaged. To identify a problem with your computer hardware, contact your computer vendor.
Article ID: 309191 - Last Review: January 31, 2007 - Revision: 2.4
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