How to troubleshoot Windows Live OneCare installation issues

This article describes how to troubleshoot Microsoft Windows Live OneCare installation issues.

Most Windows Live OneCare installation issues occur when one or more of the Windows Live OneCare components are not installed correctly on the computer. To troubleshoot these installation issues, use one or more of the methods that are listed in this article.

Method 1: Remove third-party antivirus programs and firewall programs

To remove third-party antivirus programs and firewall programs, follow these steps:

Important These steps may increase your security risk. These steps may also make the computer or the network more vulnerable to attack by malicious users or by malicious software such as viruses. We recommend the process that this article describes to enable programs to operate as they are designed to or to implement specific program capabilities. Before you make these changes, we recommend that you evaluate the risks that are associated with implementing this process in your particular environment. If you decide to implement this process, take any appropriate additional steps to help protect the system. We recommend that you use this process only if you really require this process.

1. Click Start, click Run, type appwiz.cpl, and then click OK.
2. Under Currently installed programs, locate any third-party antivirus programs or firewall programs.
3. Click the program, and then click Remove.
4. Restart the computer.
5. Reinstall Windows Live OneCare.

Method 2: Uninstall and reinstall the MSXML subsystem

To uninstall the MSXML subsystem, follow these steps:

1. Click Start, click Run, type appwiz.cpl, and then click OK.
2. Under Currently installed programs, locate the MSXML Parser.
3. Click the program, and then click Remove.
4. Restart the computer.

To install the MSXML subsystem, follow these steps:

1. Download and install MSXML 4.0 SP2. To do this, visit the following Microsoft Web site: http://www.microsoft.com/downloads/details.aspx?FamilyID=3144b72b-b4f2-46da-b4b6-c5d7485f2b42&DisplayLang=en (http://www.microsoft.com/downloads/details.aspx?FamilyID=3144b72b-b4f2-46da-b4b6-c5d7485f2b42&DisplayLang=en)
   Note this is a complete replacement of MSXML 4.0 and MSXML 4.0 Service Pack 1 (SP1).
2. Download and install the following MSXML update:
   Microsoft XML Parser 3.0 Service Pack 5. For more information, visit the following Microsoft Web site:

   http://www.microsoft.com/downloads/details.aspx?FamilyID=4a3ad088-a893-4f0b-a932-5e024e74519f&DisplayLang=en (http://www.microsoft.com/downloads/details.aspx?FamilyID=4a3ad088-a893-4f0b-a932-5e024e74519f& DisplayLang=en)

   Note Make sure that you note any error messages that you receive during the installation.
3. Restart the computer.
4. Reinstall Windows Live OneCare.

Method 3: Remove and reinstall the .NET Framework 2.0

To remove and reinstall the Microsoft .NET Framework 2.0, follow these steps:

1. Click Start, click Run, type appwiz.cpl, and then click OK.
2. Under Currently installed programs, locate one or both of the following items:
   • Microsoft .NET Framework 2.0
   • Microsoft .NET Framework 2.0 Beta
3. If you have one or both of the .NET Framework 2.0 items, click each item, and then click Remove.
4. Restart the computer.
5. Install Microsoft .NET Framework 2.0. To do this, visit the following Microsoft Web site:
   http://www.microsoft.com/downloads/details.aspx?FamilyID=0856eacb-4362-4b0d-8edd-aab15c5e04f5&displaylang=en (http://www.microsoft.com/downloads/details.aspx?FamilyID=0856eacb-4362-4b0d-8edd-aab15c5e04f5&displaylang=en)
6. Reinstall Windows Live OneCare.

Method 4: Stop and start the Windows Installer service

To stop and start the Microsoft Windows Installer service, follow these steps:

1. Click Start, click Run, type services.msc, and then click OK.
2. In the right pane, locate and then click Windows Installer.
3. Right-click Windows Installer, and then click Properties.
4. Under Service status, click Start if the service is not started. If the service is currently running, click Stop, and then click Start.
5. Click OK to close the Windows Installer Properties dialog box.
6. In the Services dialog box, click Exit on the File menu.
7. Reinstall Windows Live OneCare.

Method 5: Start Microsoft Windows XP in Selective Startup mode

To start Microsoft Windows XP in Selective Startup mode, follow these steps:

1. Click Start, click Run, type msconfig, and then click OK.
2. On the General tab, click Selective Startup, and then click to clear the Load Startup Items check box.
3. Click the Services tab.
4. Click to select the Hide All Microsoft Services check box under the list of services, and then click to clear all the check boxes for the services that remain in the list.
5. Click OK, and then click Restart to restart the computer.
6. Reinstall Windows Live OneCare.
   
   Note If you still experience installation issues with Windows Live OneCare, a third-party program or a service may be causing a conflict with the Windows Live OneCare installation process.
7. Reset Windows XP to start in Normal mode. To do this, follow these steps:
   1. Click Start, click Run, type msconfig, and then click OK.
   2. On the General tab, click the following option:
      Normal Startup - load all device drivers and services
   3. Click OK, and then click Restart to restart the computer.

Note This is a "FAST PUBLISH" article created directly from within the Microsoft support organization. The information contained herein is provided as-is in response to emerging issues. As a result of the speed in making it available, the materials may include typographical errors and may be revised at any time without notice. See Terms of Use (http://go.microsoft.com/fwlink/?LinkId=151500) for other considerations.