RESOLUTION
To resolve this issue, use the following methods in the
order in which they are presented.
Examine and Clean the CD-ROM
Clean the CD-ROM for the program. To do this, use a CD-ROM
cleaning kit, or gently wipe the silver side of the CD-ROM with a soft,
lint-free cotton cloth. Do not use paper cloth which can scratch the plastic
and leave streaks. When you clean the CD-ROM, wipe from the center of the disc
outward. Do not use a circular motion.
If the issue continues to
occur, clean the CD-ROM with a damp cloth or a commercial CD cleaning solution.
Dry the CD-ROM thoroughly before you insert it into the CD-ROM drive.
If the issue continues to occur, click the following article number
to view the article in the Microsoft Knowledge base:
218617 How to Troubleshoot CD-ROM Read Errors
If the issue continues to occur, examine the CD-ROM
for any scratches or other damage. If the CD-ROM is scratched or damaged,
contact the retailer from whom you purchased the program to arrange an
exchange, or call 1-800-360-7561 to request a replacement CD-ROM.
If
the issue continues to occur, continue to the next method.
Test the Disc in a Different Drive
If your computer has multiple CD-ROM, CD-R, CD/RW or DVD drives,
test the disc in the other drive. For DVDs, make sure the drive bears a DVD
logo on the front. If the disc functions in another drive, the original drive
may not be properly reading the disc. For help, contact your computer or disc
drive manufacturer.
If the disc is clean and does not work in another
drive, then the disc is likely damaged and has to be replaced.
Clean the Drive
You can clean the disc drive using a CD-ROM or DVD drive cleaning
disc, which are available in most computer or home electronics stores. Before
you purchase a drive cleaning disc, try troubleshooting the issue by using the
remaining steps in this article.
Test Disc Read with Copy or Xcopy
Copy and Xcopy are command-line utilities that typically uncover
a disc read issue. If Copy and Xcopy complete successfully, the issue is not
likely to be a problem reading the disc. A failure to copy can indicate drive
or system problems and illustrate the need for additional
troubleshooting.
To test disc read by using Copy and Xcopy, follow
these steps:
- Click Start, and then click Run.
- In the Open dialog box, type cmd, and then press
ENTER.
- At the prompt, type one of the following commands: To copy
a folder: copy discdrive:\foldernamedrive:\psstest /V
To copy the whole disk:
xcopy discdrive:\*.* drive:\psstest /V /E
NOTE: discdrive is the drive letter of the
CD-ROM or DVD drive, foldername is the name of the folder that contains files
that you must have to access on the disk, and drive is the letter of your
system hard disk. - Press ENTER.
- If prompted "Does psstest specify a file name or directory
name?", press F.
- If prompted Overwrite ... (Yes/No/All)?
press A.
NOTE: Using /V with Copy or Xcopy verifies the copied files and takes
much longer but makes sure that the files were copied correctly.
Clean Boot the Computer
Programs that run in the background can interfere with the
installation process. To make sure that no unnecessary programs are running,
clean boot the computer before you install one of the programs listed at the
beginning of this article. To do this, use the appropriate method for your
version of Microsoft Windows.
Microsoft Windows XP
- Click Start, and then click Run.
- In the Open box, type msconfig, and then click
OK.
- Click the General tab, click Selective Startup, and then click to clear the following check boxes:
- Process System.ini file
- Process Win.ini file
- Load Startup Items
- Click the Services tab, click to select the Hide All Microsoft
Servicescheck box, and then click Disable
All.
- Click OK, and then click Restart to restart the computer.
After you have performed a clean boot of Windows XP, follow
these steps to close any programs that remain :
- Quit all open programs.
- Right-click each icon in the notification area, and then
click Exit.
NOTE: The notification area is located at the far right of the
taskbar, near the clock. Some programs listed in the notification area will not
have Exit listed on the shortcut menu and you may have to click Quit, Close, or Disable depending on the choices available for that program. - In the Windows Security Menu, press CTRL+ALT+DEL, and then
click Task Manager.
- In Windows Task Manager, click Applications.
- No applications appear under the Task list. If any do
applications appear, click to select the application, and then click End Task.
- Repeat step 5 until the Task list is empty.
- Quit Windows Task Manager.
NOTE: To restore the computer to use a normal startup, on the General
tab in the System Configuration Utility, click Normal Startup - load
all device drivers and services, click OK, and then click Restart to restart the computer.
For additional information, click
the article number about how to perform a clean boot in Windows XP below to
view the article about how to perform a clean boot in Windows XP in the
Microsoft Knowledge Base:
310353 How to Perform a Clean Boot in Windows XP
Microsoft Windows Millennium Edition (Me)
- Click Start, click Run, type msconfig in the Open box, and then click OK.
- On the General tab, click Selective startup.
- Click to clear all of the check boxes under
Selective startup.
- On the Startup tab, click to select the *StateMgr check box.
- Click OK. When you are prompted to restart your computer, click Yes. After the computer restarts, Click Start, click Run, type msconfig in the Open box, and then click OK.
IMPORTANT: Look closely at the General tab to make sure that the check boxes you cleared are still
cleared. Continue to step 6 if none of the check boxes is selected. If you see
a disabled or gray check box, your computer is not truly "clean-booted" and you
may need assistance from the manufacturer of the program that places a check
mark back into Msconfig. - After you verify that your computer is clean-booted in step
5, you can isolate the issue. If the original issue does not reoccur after the
clean boot, select one item at a time under Selective startup,
and then restart the computer to see if the additional entry reproduces the
original issue.
Microsoft Windows 98
- Click Start, and then click Run.
- In the Open box, type msconfig, and then click OK.
- 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)
- Load startup group items
- Click the Win.ini tab.
- Click the plus sign (+) next to [windows] to expand the branch.
- Under the [windows] branch, click to clear the following check boxes:
- 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 the System Configuration Utility.
If the issue
continues to occur, continue to the "Repair Microsoft Internet Explorer"
method.
Microsoft Windows 95
- 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.
- At the command prompt, type win, and
then press ENTER.
Press and hold down the SHIFT key until the
Windows startup sequence is complete. - Disable any antivirus 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. - Press CTRL+ALT+DELETE.
- In the Close Program dialog box, click any program except Explorer or Systray (which are components of Microsoft Windows), and then click End Task.
If you receive a message that states that the program
is busy or not responding, click End Task again. - Repeat steps 4 and 5 to quit all programs except Explorer and Systray.
For additional information about how to clean boot Windows 95,
click the article number below to view the article in the Microsoft Knowledge
Base:
177604 Multimedia: Troubleshooting Using Clean Boot of Windows 95
NOTE: To restore your original Startup options, restart the computer
normally, and then enable any anti-virus or disk tool programs that are
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, continue to the next method.
Install DCOM for Windows 95 (Windows 95 Only)
If you want to install one of the programs listed at the
beginning of this article on a Windows 95 computer, install the latest version
of DCOM for Windows 95 (Dcom95.exe) from the Works CD-ROM or the Works Suite
Disc 4 CD-ROM.
If you want to install one of the programs listed at
the beginning of this article on a Windows NT 4.0, Windows 98, Windows Me, or
Windows 2000 computer, continue to the "Install MDAC in Safe Mode" method.
To install the latest version of DCOM for Windows 95 (Dcom95.exe)
from the Works CD-ROM or the Works Suite Disc 4 CD-ROM:
- Insert the Works CD-ROM or the Works Suite Disc 4 CD-ROM
into the CD-ROM drive. Press and hold down the SHIFT key as you insert the
CD-ROM to prevent Works Setup from starting automatically.
- Click Start, and then click Run.
- In the Open box, type the appropriate line for your version of Works, and
then click OK
Works:
cd-rom:\redist\ie5\dcom95.exe
Works
Suite:
cd-rom:\mhp\redist\ie5\dcom95.exe
where cd-rom is the drive
letter of the CD-ROM drive. - Follow the instructions on the screen to install the DCOM95
for Windows 95 update.
Install MDAC
To install MDAC in Safe mode, use the appropriate method for your
version of Microsoft Windows.
Windows NT 4.0
If you want to install one of the programs listed at the
beginning of this article on a Windows NT 4.0 computer, download and install
the latest version of the MDAC update from the following Microsoft Web site:
For additional information about how to download Microsoft Support files, click the following article number to view the article in the Microsoft Knowledge Base:
119591 How to Obtain Microsoft Support Files from Online Services
Microsoft scanned this file for viruses. Microsoft used the most current virus-detection software that was available on the date that the file was posted. The file is stored on security-enhanced servers that help to prevent any unauthorized changes to the file.
Windows 95, Windows 98, Windows Me, or Windows 2000
To install MDAC in Safe mode:
- Insert the Works CD-ROM or the Works Suite Disc 1 CD-ROM
into the CD-ROM drive. Press and hold down the SHIFT key as you insert the
CD-ROM to prevent Works Setup from starting automatically.
- Click Start, point to Find, and then click Files or Folders.
- In the Named box, type mdac_typ.exe.
- In the Look in box, click the CD-ROM
drive, and then click Find Now.
- In the list of found files, right-click the Mdac_typ.exe file, and then click Copy.
- Right-click an empty area of the Windows desktop, and then
click Paste.
- Close the Find: Files named mdac_typ.exe
window.
- Restart the computer in Safe mode. To do this, use the
appropriate method for your version of Microsoft Windows.
Microsoft Windows 98:
Restart the computer, press and hold down the CTRL
key after the computer completes the Power On Self Test (POST), and then choose
Safe Mode from the Startup menu.
Microsoft Windows 95:
Restart the computer. When you see the "Starting
Windows 95" message, press the F8 key, and then choose Safe Mode from the Startup menu. - When Windows starts in Safe mode, click OK.
- On the Windows desktop, double-click the Mdac_typ.exe file, and then follow the instructions on the screen to install
the MDAC update.
- Restart the computer in normal mode.
NOTE: If you are cannot install MDAC in Safe mode, download and
install the latest version of the MDAC update from the Microsoft Web site. To
do this, refer to the "Windows NT 4.0" method.
Repair Microsoft Internet Explorer
To repair your installation of Internet Explorer:
- Click Start, point to Settings, and then click Control Panel.
- Double-click Add/Remove Programs.
- Double-click Microsoft Internet Explorer version.
- Click Repair the current installation of Internet
Explorer, and then click OK.
NOTE: Internet Explorer 6 is shipped with Windows XP. To add or remove
Internet Explorer 6 you must click
Start, click
Control Panel, click
Add/Remove and then select
Add/Remove windows components. If you are using the version of Internet Explorer that is
included with your operating system, reinstall or repair your operating
system.
For additional information, click the article number
about how to reinstall or repair Internet Explorer and Outlook Express in
Windows XP below to view the article about how to reinstall or repair Internet
Explorer and Outlook Express in Windows XP in the Microsoft Knowledge Base:
318378 How to Reinstall or Repair Internet Explorer and Outlook Express in Windows XP
For additional information, click the
article number about how to perform an in-place upgrade (reinstallation) of
Windows XP below to view the article about how to perform an in-place upgrade
(reinstallation) of Windows XP in the Microsoft Knowledge Base:
315341 How to Perform an In-Place Upgrade (Reinstallation) of Windows XP
For
additional information about the Internet Explorer Repair Tool, click the
article number below to view the article in the Microsoft Knowledge Base:
194177 Description of the Internet Explorer Repair Tool
If the issue continues to occur, continue
to the next method.
Uninstall and Reinstall Internet Explorer
If you are cannot repair your installation of Internet Explorer,
uninstall Internet Explorer and then reinstall it. To do this, use the
following methods in the order in which they are presented.
Uninstall Internet Explorer
NOTE: You must have administrative privileges to install and uninstall
Internet Explorer in Windows NT and Windows 2000. This includes having
administrative privileges the first time you start your computer after
installing or uninstalling Internet Explorer 5.5.
To uninstall
Internet Explorer:
- Click Start, point to Settings, and then click Control Panel.
- Double-click Add/Remove Programs.
- On the Install/Uninstall tab, click Microsoft Internet Explorer and Internet
Tools in the list of installed programs, and then click Add/Remove.
NOTE: If Microsoft Internet Explorer and Internet
Tools is missing from the list of installed programs, run Setup.exe
from your Internet Explorer\Setup folder. If you are running Windows 2000, run
the w2kexcp.exe /u command from your "Internet Explorer\IE
Uninstall" folder. - Click Restore the previous Windows
configuration, and then click OK.
- In the Internet Explorer and Internet Tools Setup dialog box, click OK to restore the previous version of Internet Explorer.
- When you are prompted to verify that you want to restore
the previous version, click Yes.
- When you are prompted to restart the computer, do so.
For additional information, click the article number below
to view the article in the Microsoft Knowledge Base:
243266 Uninstalling Internet Explorer 5.01 Removes Outlook Express
Reinstall Internet Explorer 5.5
To reinstall Internet Explorer 5.5:
- Insert the Works CD-ROM or the Works Suite Disc 1 CD-ROM
into the CD-ROM drive. Press and hold down the SHIFT key as you insert the
CD-ROM to prevent the CD-ROM from starting automatically.
- Click Start, and then click Run.
- In the Open box, type the appropriate line for your version of Works, and
then click OK
Works:
cd-rom:\redist\ie\ie5setup.exe
Works
Suite:
cd-rom:\msword\ie5\en\ie5setup.exe
where cd-rom is the drive letter of the CD-ROM
drive. - Follow the instructions on the screen to install Internet
Explorer.
If the issue continues to occur, continue to the next method.
Install Works or Works Suite
Install Works or Works Suite.
If the issue continues
to occur, clean boot the computer, and then install Works or Works Suite. For
information about how to clean boot the computer, refer to the "Install MDAC"
method.