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Troubleshooting Office Kernel32.dll errors under Windows 98

This article was previously published under Q245050
This article has been archived. It is offered "as is" and will no longer be updated.
For a Microsoft Office XP version of this article, see 290361.
For a Microsoft Office 2000 version of this article, see 218853.
For a Microsoft Office 95 version of this article, see 190517.

Important This article contains information about how to modify the registry. Make sure to back up the registry before you modify it. Make sure that you know how to restore the registry if a problem occurs. For more information about how to back up, restore, and modify the registry, click the following article number to view the article in the Microsoft Knowledge Base:
256986 Description of the Microsoft Windows registry

WARNING: The information in this article has not been confirmed or tested by Microsoft. Some or all of the information in this article has been taken from unconfirmed customer reports. ANY USE BY YOU OF THE INFORMATION PROVIDED IN THIS ARTICLE IS AT YOUR OWN RISK. Microsoft provides this information "as is" without warranty of any kind, either express or implied, including but not limited to the implied warranties ofmerchantability and/or fitness for a particular purpose.
Summary
This article contains information about troubleshooting and eliminatinginvalid page faults that occur in module Kernel32.dll when you work with aMicrosoft Office program under Microsoft Windows 98. A Kernel32.dll messagewill be similar to the following:
Program name caused an invalid page fault in module Kernel32.dll
where Program name is the name of the Microsoft Office program you are using.

For additional information about troubleshooting Microsoft OfficeKernel32.dll issues under Microsoft Windows 95, please see the followingarticle in the Microsoft Knowledge Base:
164519 Troubleshooting Office Kernel32.dll Errors Under Windows 95
More information
When an invalid page fault occurs, an unexpected event occurs in theMicrosoft Windows operating system. An invalid page fault indicates that aprogram improperly attempted to use random access memory (for example, whena program or a Windows component reads or writes to a memory location thatis not allocated to it). When this occurs, the program can potentiallyoverwrite and corrupt other program code in that area of memory.

An invalid page fault may occur when parameters are passed between programsand the Windows 98 operating system. An invalid parameter may cause aprogram to run invalid instructions, which results in an invalid pagefault. This behavior usually occurs because a program incorrectly passesdata that Windows or a Windows-based program cannot interpret.

IMPORTANT: Follow the steps in each of the sections in thisarticle in the order in which they are presented. Because invalid pagefaults are typically caused when two or more programs interact, skippingsteps may increase the time it take to identify the problem.

Determine If the Problem Is Documented

Many Kernel32.dll errors are already documented in the Microsoft KnowledgeBase and have solutions. For more information, query on the following wordsin the Microsoft Knowledge Base:
"invalid page fault" kernel32.dll
NOTE: It may be helpful to add the program name in which the problem occurs at the end of the query to narrow your search.For additional information on related Kernel32.dll error messages, pleasesee the following articles in the Microsoft Knowledge Base:
162398 First Aid 97 causes invalid page fault

166125 Problems with Millennium and Mystique video cards when you use Office 97 programs

162153 Problems after returning computer from suspended state

Do Not Install ClipArt, Binder, and Find Fast

On some systems, cancellation of the installation of ClipArt, Binder, andFind Fast will resolve this problem during Setup.

These components are installed with a Typical or Custom installation. Youmust perform a Custom installation and choose not to install thesecomponents. To do this, follow these steps:
  1. Quit all programs.
  2. On the Start menu, click Run.
  3. Type the following to start Setup:
    Drive:\Setup
    where Drive is the drive letter that you are installing from. If you are installing from a CD-ROM drive (typically, drive D), the command will resemble the following:
    D:\Setup
  4. Proceed through Setup as you normally would, but select Custom as the type of installation.
  5. Click Office Tools, and then click Change Option.
  6. Click to clear the ClipArt Gallery, Popular ClipArt and Find Fast check boxes, and then click OK.
  7. Click to clear the Microsoft Binder check box. Click Continue. Proceed through the rest of Microsoft Office 97 Setup as you normally would.

    If the Setup program runs to completion without error, you can install ClipArt, Binder, and Find Fast by running Setup in maintenance mode.
NOTE: The availability of these components and the steps to remove these components may vary in the products listed at the beginning of thisarticle.

Check for a Valid Temporary Folder and Excess Temporary Files

There should be at least 10 megabytes (MB) of free space on the hard diskdrive that contains the temporary folder. To check for a temporary folderand to delete excess files from that folder, follow these steps:
  1. Restart your computer. Hold down CTRL until the Microsoft Windows 98 Startup Menu appears.
  2. On the Microsoft Windows 98 Startup Menu menu, type the number for Command prompt only, and then press ENTER.
  3. Type set, and then press ENTER. Note thelocation of the TEMP variable.
  4. Change to the folder that you noted in step 3. For example, if TEMP is set to C:\WINDOWS\TEMP, type the following line, and then press ENTER:
    cd\windows\temp
    If the folder that you noted in step 3 does not exist, create the folder. To create the folder, type the following command, and then press ENTER:
    md c:\windows\temp
  5. Delete any temporary files in this folder. Temporary files have a .tmp file name extension. To delete these files, type the following line, and then press ENTER:
    del *.tmp
    NOTE: Do not delete these files from within the Windows 98 graphical user interface (that is, when you are running Windows 98) because Windows 98 or a Windows program may be using one of these files.

Start Windows in Safe Mode

Windows 98 has a built-in troubleshooting mode called Safe mode. Itbypasses startup files and uses only basic system drivers, including basicnetworking. When you start Windows in Safe mode, Windows uses only themouse, keyboard, and standard video graphics adapter (VGA) device drivers.This makes Safe mode useful for isolating and resolving error conditionsthat are caused by both real-mode and Windows-based drivers. Windows 98also has troubleshooting features that may help you identify the problem.To start Windows 98 in Safe mode and make the additional troubleshootingfeatures available, follow these steps:
  1. Click Start, and then click Shut Down. Click Restart and then click OK.
  2. Hold down CTRL until the Microsoft Windows 98 Startup Menu appears.
  3. On the Microsoft Windows 98 Startup Menu menu, type the number for Safe mode, and then press ENTER.

    Windows starts in Safe mode.
  4. Perform the same operation that caused the error.

    When you use Safe mode or when you disable 32-bit protected-mode disk drivers, Windows 98 does not process protected-mode drivers (the Autoexec.bat file, and the Config.sys file). Therefore, the CD-ROM drive is not available. To use Safe mode with CD-ROM drive support, determine if Windows 98 uses protected-mode drivers for the CD-ROM drive. If Windows 98 is using protected mode drivers, install the real-mode (MS- DOS) drivers for the CD-ROM drive on the computer. The real-mode drivers are usually located on a disk that is shipped with the CD-ROM drive or with the computer. The drivers are installed in the Autoexec.bat and Config.sys files.
For additional information about determining if Windows 98 is using protected-mode drivers, please see the following article in the Microsoft KnowledgeBase:
151634 Protected-mode CD-ROM drive support in Windows
For additional information about installing real-mode drivers for theCD-ROM drive, please see the following article in the Microsoft Knowledge Base:
167069 Installing real mode CD-ROM drivers for Office installation

Check the Hard Disk for Disk Errors and Fragmentation

Use the ScanDisk program to check the hard disk drive for lost clusters andother file allocation table (FAT) errors and test the hard disk driveintegrity. You can also use the ScanDisk program to repair any of theseproblems. To run ScanDisk, follow these steps:
  1. Click Start, point to Programs, point to Accessories, point to System Tools, and then click ScanDisk.
  2. Click the hard disk drive that you want to check for errors, and then click Start.
Hard disk drives that are very fragmented can affect the performance andreliability of Microsoft Office programs and other tasks in Windows 98. Toresolve this problem, run Disk Defragmenter to defragment the hard diskdrive. To run Disk Defragmenter, follow these steps:
  1. Click Start, point to Programs, point to Accessories, point to System Tools, and then click Disk Defragmenter.
  2. Click the hard disk drive that you want to defragment in the Which drive do you want to defragment? list, and then click OK.

Disable the CD-ROM Drive Cache

If the error message appears while you are reading from a CD-ROM drive, trydisabling the CD-ROM drive cache. This may make the drive more reliable butreduces performance. To disable the CD-ROM drive cache, follow these steps:
  1. Click Start, point to Settings, and then click Control Panel.
  2. In Control Panel, double-click the System icon.
  3. Click the Performance tab, and then click File System.
  4. On the CD-ROM tab, click No Read-Ahead in the Optimize access pattern for list.
  5. Drag the Supplemental Cache Size slider to the left position (the Small setting), and then click OK.
If you are using real-mode CD-ROM drive drivers, the drive may be cached bythe Smartdrv.exe program. If this is the case, the Smartdrv.exe programneeds to be disabled in the Autoexec.bat file. To disable the Smartdrv.exeprogram in the Autoexec.bat file, follow these steps:
  1. Click Start, point to Programs, point to Accessories, point to System Tools, and then click System Information.
  2. On the Tools menu, click System Configuration Utility.
  3. Click the Autoexec.bat tab.
  4. Click to clear the check box that contains Smartdrv, and then click OK.
  5. When prompted to restart the computer for the change to take effect, click Yes.

Verify That the Compact Disc Is Clean and Unscratched

If the error message appears while you are installing from a compact disc,verify that the compact disc you are using is clean. You can wipe thecompact disc with a soft, lint-free cloth. Also ensure that there are nolarge scratches on the compact disc. If the compact disc is damaged andunreadable, error messages may appear during installation.

For additional information, please see the following article in theMicrosoft Knowledge Base:
174713 Troubleshooting installation from compact disc media

Check for a Corrupted Swap File

The Kernel32.dll error may also appear if your Windows swap file iscorrupted. 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 thecomputer. To create a new swap file, follow these steps:
  1. Click Start, and then click Shut Down.
  2. In the Shut Down Windows dialog box, click Restart in MS-DOS Mode, and then click OK.
  3. At the MS-DOS prompt, change to the Windows folder by typing thefollowing command
    cd drive:\Windows
    where drive is the drive letter that contains the Windows folder. (Typically, drive is C).

    NOTE: The swap file exists in the Windows folder if Windows manages virtual memory settings on your computer. If you chose to manage virtual memory settings on the computer, the swap file exists at the root level of the hard disk. To determine whether Windows manages virtual memory settings, right-click My Computer, click Properties, click Performance, and then click Virtual Memory.
  4. To delete the swap file, type the following:
    del Win386.swp
  5. After you delete the swap file, restart the computer.

Corrupted Custom Profile

Corrupted custom profiles have also been known to cause Kernel32.dllerrors. Deleting and re-creating the profile can possibly resolve thisproblem.

If you are using the Microsoft Office 97 system policy templates that areincluded in the Microsoft Office 97 Resource Kit, you must use the versionof the System Policy Editor that is included in the Microsoft Office 97Resource Kit or the Microsoft Windows NT 4.0 Resource Kit. Use the Office97 Templates for Windows 95 for Microsoft Windows 98.

NOTE: You can download Policy.exe, a self-extracting executable filecontaining Poledit.exe, from online services. Download this file from thefollowing Microsoft World Wide Web site:

Remove and Reinstall the Program

If the problem occurs after you run the Setup program, some of the dynamiclink library (DLL) files may be damaged or corrupted. To troubleshoot thisproblem, completely remove the program. For additional information,please see the following articles in the Microsoft Knowledge Base:
158658 How to completely remove Microsoft Office 97
133274 Setup "Remove All" doesn't remove all files
After you completely remove the program, reinstall the program.

Check for Software Updates

Outdated 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, OEM Windows updates, and hardware driver updates(such as CD-ROM drive drivers). If you are using third-party partitioningsoftware (for example, EZDrive, or Ontrack Disk Manager), verify that youhave the most recent versions of these products.

The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.
For more information about hardware and software vendor contact information, visit the following Microsoft Web site:

Scan the Computer for Viruses

If a virus is present on your computer and has damaged some files,Kernel32.dll error messages may appear when you use a program. Scan thehard disk drive and floppy disks with a virus detector. If the virusdetector finds a virus on your computer, remove the virus before you runthe Office program again. If a virus is found on your Setup disk, you mustobtain a new set of disks.

NOTE: Do not run a virus detector terminate-and-stay-resident (TSR) program while you run any of the Microsoft Office programs, including the Setup program. Run a virus detector before you run the Setup program, and then disable it.

If you determine that you have a Setup disk that was damaged by a virus,you can order a new set of disks. IMPORTANT: Microsoft Office 97 Service Release CD-ROMs and replacement CD-ROMs are no longer available from Microsoft. For more information about obtaining the Microsoft Office 97 Service Release 1 (SR-1) and Microsoft Office 97 Service Release 2 (SR-2), click the following article number to view the article in the Microsoft Knowledge Base:
192874 An overview of Microsoft Office 97 Service Release 2 (SR-2)

Check for Registry Corruption

When you start Windows 98 in Safe mode, Windows does not read the entireregistry. Therefore, damage to the registry may not be evident when you runWindows in this mode. It may be necessary to replace the existing registry(System.dat) with a backup to determine whether the problem is caused by adamaged registry. Use one of the following methods to troubleshoot adamaged registry.

Method 1: Use Registry Checker

Windows 98 includes a tool called Registry Checker that can scan your registry for corruption, and, if necessary, restore a backup of the registry. Follow these steps to use Registry Checker to scan your registry:
  1. Click Start, point to Programs, point to Accessories, point to System Tools, and then click System Information.

    Microsoft System Information starts.
  2. On the Tools menu, click Registry Checker.

    You may receive the following error message:
    Windows encountered an error accessing the system registry. Windows will restart the computer and repair the system registry for you.
    If you received this error message, proceed to step 3.

    If you do not receive the error message, then your registry is OK.
  3. To restart your computer, click OK.
  4. Press ENTER when the Windows 98 Startup menu appears.
  5. At the command prompt, type Scanreg, and then press ENTER.
  6. Press ENTER in the Check Your Registry dialog box. You should receive the following message:
    Windows found an error in your system files and restores a recent backup of the files to fix the problem.
  7. Press ENTER to restart your computer.
Windows 98 stores five backups of your registry. If the registry has been damaged for a long period of time, then you may need to use "Method 2: Restore the System.1st File" to determine whether or not your registry is damaged.

For additional information about Registry Checker, please see the following articles in the Microsoft Knowledge Base:
183887 Description of the Windows Registry Checker Tool (Scanreg.exe)

183603 How to customize Registry Checker Tool settings

184075 Description of Microsoft System Information (Msinfo32.exe) Tool

Method 2 - Restore the System.1st File

To restore your System.1st file, follow these steps:
  1. Restart your computer. Hold down CTRL until the Microsoft Windows 98 Startup Menu appears.
  2. On the Microsoft Windows 98 Startup Menu menu, select the option for Command prompt only, and then press ENTER.
  3. To remove the file attributes from the backup of the registry, type the following command, and then press ENTER:
    c:\windows\command\attrib -h -s -r c:\system.1st
  4. To remove the file attributes from the current registry, type the following command, and then press ENTER:
    c:\windows\command\attrib -h -s -r c:\windows\system.dat
  5. To rename the registry, type the following command, and then press ENTER:
    ren c:\windows\system.dat *.dax
  6. To copy the backup file to the current registry, type the following command, and then press ENTER:
    copy c:\system.1st c:\windows\system.dat
  7. Restart the computer. If the Windows 95 Startup Menu appears, select Safe Mode, or Safe Mode With Network Support if you need network connectivity.
NOTE: The System.1st file is a backup of the registry that is created during the final stage of a Microsoft Windows 98 installation. When you restart your computer, Windows 98 Setup starts at the "Setting uphardware and finalizing settings" phase of setup.

If replacing the System.dat file with the System.1st file resolves the issue, the problem may be related to registry damage. Note that you may have to reinstall programs and device drivers that you installed after you installed Windows 98 to update the new registry.

If the issue is not resolved, restore the original registry. To do this, follow these steps:
  1. Restart your computer. Hold down CTRL until the Microsoft Windows 98 Startup Menu appears.
  2. On the Microsoft Windows 98 Startup Menu menu, select the option for Command prompt only, and then press ENTER.
  3. Type the following commands:
    c:\windows\command\attrib -s -h -r c:\windows\system.dat

    copy c:\windows\system.dax c:\windows\system.dat
    Press Y and then press ENTER when you are asked to overwrite the existing System.dat file.

  4. Restart the computer.

Disable DMA for the CD-ROM During Installation

There are unconfirmed reports that disabling Direct Memory Access inDevice Manager for some CD-ROM drives may prevent Kernel32.dll errors.

For additional information, please see the following article in theMicrosoft Knowledge Base:
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

Reinstall Windows in a New Folder

Use this method only after you have tried 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 98 installation.

For additional information, please see the following article in theMicrosoft Knowledge Base:
190040 Installing Win 98 to new folder to t-shoot Office problems

Disable Enhanced BIOS Features

Most computers have several enhanced settings that allow the computer tofully use the computer hardware. These high-speed settings can causethe system to become unstable; disabling these features may make thecomputer more stable. Contact your computer manufacturer for informationabout entering the basic input/output system (BIOS) and changing the BIOSsettings. You can enter the BIOS on most systems immediately after turningon the power. Usually a keystroke (such as DEL) is required to enter theBIOS. Below are the common features that can interfere with MicrosoftOffice programs:
Memory Shadow RAM
Video Shadow RAM
Internal Cache
External Cache
Built-in Virus Protection
Newer chipsets may have more advanced features (such as memory wait states)that may cause errors. Most BIOS installation programs have an option toload the BIOS default settings. This option usually disables all advancedfeatures.

WARNING: Incorrectly altering hardware BIOS settings can cause serious problems that may cause your computer to fail to start or functionproperly. Microsoft cannot guarantee that problems that result from theincorrect setting of hardware BIOS options can be solved. Alter thehardware BIOS settings at your own risk.

Check Hardware

If you exhaust all other troubleshooting steps and you are still receivingerror messages, it is possible that one or more pieces of your hardware areincompatible with Windows 98 or are damaged. To identify a problem withyour computer hardware, contact your computer vendor.

Badly seated memory or bad memory has been reported to cause Kernel32.dllerror messages. Switching memory around in the motherboard memory banks hasbeen known to correct some of these issues.
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Article ID: 245050 - Last Review: 11/02/2013 21:56:00 - Revision: 2.0

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