RESOLUTION
Important These steps may increase your security risk. These steps may also make your computer or your 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 choose to implement this process, take any appropriate additional steps to help protect your system. We recommend that you use this process only if you really require this process.
Warning This workaround may make your computer or your network more vulnerable to attack by malicious users or by malicious software such as viruses. We do not recommend this workaround but are providing this information so that you can implement this workaround at your own discretion. Use this workaround at your own risk.
Note An antivirus program is designed to help protect your computer from viruses. You must not download or open files from sources that you do not trust, visit Web sites that you do not trust, or open e-mail attachments when your antivirus program is disabled.
For additional information about computer viruses, click the following article number to view the article in the Microsoft Knowledge Base:
129972
Computer viruses: description, prevention, and recovery
To resolve this issue, use the appropriate methods in the order that they appear in.
Quit Unnecessary Programs
Quit all unnecessary programs before you try to install the
program. To do this, follow these steps:
- 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 are receive a message stating the program has stopped
responding, click End Task again. - Repeat steps 1 and 2 to quit all programs except Explorer
and Systray.
- Disable any antivirus or disk tool programs that are
installed on the computer. For information about how to disable
these programs, see the printed or online documentation for the
program.
If the issue continues to occur, go to the next method.
Clean Boot the Computer
Clean boot the computer to determine if the issue is caused by a program
or a driver that starts automatically when you start the computer. To do
this, use the appropriate method for your version of Microsoft Windows.
Microsoft Windows Millennium Edition (Me)
For additional information about how to perform a clean boot, click the article number below
to view the article in the Microsoft Knowledge Base:
267288 How to Perform a Clean Boot in Windows Millennium Edition
Microsoft Windows 98
- Click Start, click Run, type msconfig in the Open box, and then click OK.
- 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
Note If any of these check boxes are unavailable, the
related file is empty or does not exist. - Click the Win.ini tab.
- Expand Windows.
- Click to clear the load= and
the run= check boxes, and then
click OK.
- When you are prompted to restart the computer, do so.
Note To restore your original Startup options, click
Normal
Startup on the
General tab in the System Configuration Utility
tool.
For more information about how to clean boot a Windows 98-based
computer, see the "Narrowing the Focus" section in the following
article in the Microsoft Knowledge Base:
192926 How to Perform Clean-Boot Troubleshooting for Windows 98
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. This prevents any programs
from being loaded automatically when Windows starts.
- Disable any anti-virus 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.
- Quit all running programs except Explorer and Systray. To
do this, see the "Quit Unnecessary Programs" method in this
article.
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
Obtain an Updated Video Driver for Your Video Adapter
Contact the manufacturer of your video adapter to inquire about how to
obtain and install the latest version of the video driver for your video
adapter.
To identify the manufacturer and the model of your video adapter:
- Click Start, point to Settings, and then
click Control Panel.
- Double-click System.
- On the Device Manager tab, expand Display adapters.
- In the Display adapters branch, note
the manufacturer and the model of your video adapter, and then
click OK.
- Close Control Panel.
For information about how to contact the manufacturer of your video adapter, click the appropriate article number in the following list to view the article in the Microsoft Knowledge Base:
65416 Hardware and software vendor contact information, A-K
60781 Hardware and software vendor contact information, L-P
60782 Hardware and software vendor contact information, Q-Z
Download and Install the Latest Version of DirectX in Safe Mode
Download and install the latest version of Microsoft DirectX from the
following Microsoft Web site:
Save the file to your desktop, and then install DirectX in Safe mode.
To restart your computer in Safe mode, use the appropriate method for
your version of Microsoft Windows.
Microsoft Windows 98 or Microsoft Windows Millennium Edition (Me)
Restart your computer, press and hold down the CTRL key when your
computer completes the Power On Self Test (POST), and then select
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 select Safe Mode from the Startup menu.
To install DirectX, follow these steps:
- When Windows starts in Safe mode, click OK.
- Double-click the DirectX file that you saved to your desktop.
Note For DirectX 8.0, this file is named DX80eng.exe. - Follow the instructions that appear on the screen to install DirectX.
- Restart your computer.