You receive an error message when you install Encarta (310762)


The information in this article applies to:

  • Microsoft Encarta Encyclopedia Deluxe 2005
  • Microsoft Encarta Encyclopedia Deluxe 2004
  • Microsoft Encarta Encyclopedia Deluxe 2003
  • Microsoft Encarta Encyclopedia Deluxe 2002 1.0
  • Microsoft Encarta Encyclopedia Standard 2005
  • Microsoft Encarta Encyclopedia Standard 2004
  • Microsoft Encarta Encyclopedia Standard 2003
  • Microsoft Encarta Encyclopedia Standard 2002 1.0
  • Microsoft Encarta Reference Library 2005 CD-ROM
  • Microsoft Encarta Reference Library 2004 CD-ROM
  • Microsoft Encarta Reference Library 2005 DVD-ROM
  • Microsoft Encarta Reference Library 2004 DVD-ROM
  • Microsoft Encarta Encyclopedia Standard 2006
  • Microsoft Encarta Premium 2006
  • Microsoft Encarta 2006
This article was previously published under Q310762

SYMPTOMS

When you install Microsoft Encarta, you receive an error message that is similar to the following:
Encarta has encountered a problem and needs to close. We are sorry for the inconvenience.

AppName: enc200x.exe
AppVer: 11.0.1013.809
ModName: wmp.ocx
ModVer: 7.1.0.305
Offset: 0005e25
Note The error signature that is included in this error message is an example of the error signature that you may receive.

CAUSE

This issue may occur if one of the following conditions is true:
  • Other programs are running in the background during the installation process.
  • A 0-bit file was copied into the Encarta program files folder during installation.

RESOLUTION

To resolve this issue, obtain an updated version of Norton AntiVirus or ask for help reconfiguring Norton AntiVirus. To do this, visit the following Symantec Web site:

http://www.symantec.com/techsupp/

WORKAROUND

Remove Norton AntiVirus

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.
If you have Norton AntiVirus installed on your computer, remove it. To do this, follow these steps:
  1. Click Start, point to Settings, and then click Control Panel.
  2. Double-click Add/Remove Programs.
  3. In the list of installed programs, click Norton AntiVirus, and then click Add/Remove.

    Note On Microsoft Windows 2000-based computers, click Change/Remove.
  4. Follow the instructions that appear on the screen to remove Norton AntiVirus from your computer.

Remove Encarta from your computer

  1. Click Start, point to Settings, and then click Control Panel.
  2. Double-click Add/Remove Programs.
  3. In the list of installed programs, click Encarta Encyclopedia, and then click Add/Remove.

    Note On Windows 2000-based computers, click Change/Remove.
  4. Follow the instructions that appear on the screen to remove Encarta from your computer.
If you cannot find Encarta in the list of programs that are installed on your computer, use Microsoft Windows Explorer to manually delete the following folder:

C:\Program Files\Microsoft Encarta\Encarta Encyclopedia 200x

In this folder, x indicates the version of Encarta that you are running, such as Microsoft Encarta 2002 or Microsoft Encarta 2003.

Reinstall Encarta and Norton AntiVirus

  1. Quit all the programs that are running.
  2. Reinstall Encarta.
  3. Reinstall Norton AntiVirus, if you removed it.

MORE INFORMATION

Important 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, click the following article number to view the article in the Microsoft Knowledge Base:

129972 Computer viruses: description, prevention, and recovery

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.
Modification Type:MinorLast Reviewed:4/18/2006
Keywords:kbtshoot kbprb KB310762 kbAudEndUser
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