"Offset: 000023ab" error message when you start Encarta (317403)

RESOLUTION

To resolve this issue, remove Encarta and remove all associated files, clean the program CD-ROM, and then reinstall Encarta. To do this, follow these steps.

Clean Boot the Computer

To clean boot the computer, use the appropriate method for your version of Microsoft Windows.

Microsoft Windows XP

1. Click Start, click Run type msconfig in the Open box, and then click OK.
2. Click the General tab, and then click Selective Startup.
3. Click to clear the following check boxes under Selective Startup:
   • Process SYSTEM.INI file
   • Process WIN.INI file
   • Load Startup Items
4. Click the Services tab, click to select the Hide All Microsoft Services check box, and then click Disable All.
5. Click OK, and then click Restart to restart the computer.

For additional information about how to perform a clean boot in Windows XP, click the following article number to view the article in the Microsoft Knowledge Base:

Microsoft Windows Millennium Edition

For additional information about how to perform a clean boot in Windows Millennium Edition (Me), click the following article number to view the article in the Microsoft Knowledge Base:

Microsoft Windows 98

1. Click Start, click Run, type msconfig in the Open box, and then click OK.
2. 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)
   • Process Win.ini File
   • Load Startup Group Items
3. Click OK.

When you are prompted, restart the computer.
For additional information about how to clean boot Windows 98, click the following article number to view the article in the Microsoft Knowledge Base: Note To restore your original Startup options, click Normal Startup on the General tab in System Configuration Utility.

Remove Encarta Product

Note Because there are several versions of Microsoft Windows, the following steps may be different on your computer. If they are, see your product documentation to complete these steps.

1. Click Start, point to Settings, and then click Control Panel.
2. Double-click Add/Remove Programs.
3. On the Install/Uninstall tab, double-click Microsoft Encarta Reference Library, and then follow the onscreen instructions to remove it.

Remove Program Folders

To remove the program folders, follow these steps:

1. Click Start, click Run, type "C:\Program Files\Microsoft Encarta" (including the quotation marks) in the Open box, and then click OK.
2. In the Microsoft Encarta dialog box, click the name of your Encarta product to highlight it, and then press DELETE.
   
   When the confirmation message appears, click Yes.
3. Close the Microsoft Encarta dialog box.
4. Click Start, click Run, type "C:\Program Files" (including the quotation marks) in the Open box, and then click OK.
5. If you are using Encarta 2002, click the Microsoft FactFinder folder, and then press DELETE.
   
   Note The FactFinder folder is not included in Encarta 2003.
6. When the confirmation message appears, click Yes.
7. Close the Program Files dialog box.
8. Click Start, click Run, type "C:\Program Files\Common Files\Microsoft Shared" (including the quotation marks) in the Open box, and then click OK.
9. In the Program Files\Common Files\Microsoft Shared dialog box, select the following folders, and then press DELETE.
   • Encarta Researcher
   • Reference 2002
   Note If you are using Encarta 2003, delete Encarta Researcher, Reference 2002, and Reference 2003.
10. When the confirmation message appears, click Yes.
    
11. Close the Program Files\Common Files\Microsoft Shared dialog box.

Clean the Program CD-ROM

Clean the program CD-ROM. 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. Wipe from the center of the CD-ROM outward.

Note Do not use paper, which can scratch the plastic and leave streaks, and do not use a circular motion when you wipe the CD-ROM.

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 in the CD-ROM drive.

For additional information about CD-ROM troubleshooting, click the following article number to view the article in the Microsoft Knowledge Base:

Install Encarta Product

Insert the installation CD-ROM, and then select Typical or Minimal installation. Follow the onscreen instructions for the installation process.