Encarta 2001: Pinpointer Is Missing or Find Feature Does Not Work (275641)

RESOLUTION

To resolve this issue, use the following methods in the order in which they are presented.

Clean the CD-ROM

Clean the 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. 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, proceed to the next method.

Clean the CD-ROM Drive

If cleaning the CD-ROM does not resolve the issue, clean the CD-ROM drive using a CD-ROM drive cleaning disc if you have one. If you do not have one, obtain one after all other steps in this article have failed to resolve the issue. CD-ROM drive cleaning discs are available in most computer stores.

If the issue continues to occur, proceed to the next method.

Run the Encarta Repair Feature

1. Quit all programs that are running on your computer.
2. Click Start, point to Settings, and then click Control Panel.
3. Double-click Add/Remove Programs.
4. Click the Microsoft Encarta program that you want to repair, and then click Add/Remove.
5. Click Next.
6. Click Repair, and then click Next.
7. Click Install.
8. Follow the instructions on the screen, and then restart the computer.

If the issue continues to occur, proceed to the next method.

Clean Boot Your Computer

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

Microsoft Windows 98

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. 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
4. 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 additional information about how to clean boot Windows 98, click the article number below to view the article in the Microsoft Knowledge Base:

Microsoft Windows 95

1. 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.
2. 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 loading automatically when Windows starts.
3. Quit all running programs except Explorer and Systray. To do this:
   
   
   1. Press CTRL+ALT+DELETE.
   2. Click the program you want to quit, and then click End Task.
   3. If you receive a message that the program is busy or not responding, click End Task again.
   Repeat steps A through C until you have quit all programs except Explorer and Systray.
4. 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.

NOTE: To restore your original Startup options, restart the computer normally, and then enable any anti-virus or disk tool programs installed on the computer. For information about how to enable these programs, see the printed or online documentation for the program.

For additional information about how to clean boot Windows 95, click the article number below to view the article in the Microsoft Knowledge Base: If the issue continues to occur, proceed to the next method.

Delete All Files Related to the Find Feature

To delete all files on your computer related to the Find feature:

1. Click Start, and then click Run.
2. In the Open box, type the following line (including the quotation marks), and then click OK:

   "c:\program files\common files\microsoft shared"

3. Right-click the Information Retrieval folder, and then click Delete.
4. Click Yes to All.
5. Right-click the Reference Titles folder, and then click Delete.
6. Click Yes to All.
7. Right-click the Reference 2001 folder, and then click Delete.
8. Click Yes to All.
9. Close any open folders and quit any programs that are running on your computer.
10. Reinstall the program.

If the issue continues to occur, proceed to the next method.

Remove and Reinstall the Program

To remove and reinstall the program:

1. Click Start, point to Settings, and then click Control Panel.
2. Double-click Add/Remove Programs.
3. On the Install/Uninstall tab, click the program that you want to remove.
4. Follow the instructions on the screen to remove the program. If you are prompted to restart your computer, do so.
5. Reinstall the program.
   
   NOTE: When you remove Microsoft Encarta Reference Suite 2001, you remove all of the programs included in the Reference Suite.

If the issue continues to occur, proceed to the next method.

Manually Register the Required Files

To manually register the files that are required by the program:

1. Click Start, point to Find, and then click Files or Folders.
2. In the Named box, type regsvr32.exe.
3. In the Look in box, click My Computer, and then click Find Now.
4. Click Start, and then click Run.
5. In the Open box, type the following line (including the quotation marks), and then click OK:

   "c:\program files\common files\microsoft shared\information retrieval"

6. Drag the following files and drop them on top of the Regsvr32.exe file in the list of found files. You should receive a message stating that registration was successful for each file.
   
   NOTE: Every file in the following list may not appear in the Information Retrieval window.
   
   
   • Itircl53.dll
   • Msitss.dll
   • Nlir3en.dll
   • Nls300en.dll
7. In the Open box, type the following line (including the quotation marks), and then click OK:

   "c:\program files\common files\microsoft shared\reference 2001"

8. Drag the appropriate files for your program and drop them on top of the Regsvr32.exe file in the list of found files. You should receive a message stating that registration was successful for each file.

   Encarta Reference Suite 2001 Products

   File name	Encarta Encyclopedia	Encarta Interactive World Atlas	Encarta World English Dictionary
   Refjic.dll	Yes	Yes	Yes
   Refmenu.dll	No	Yes	No
   Refsv.dll	Yes	No	No
   Sfc10.ocx	Yes	Yes	Yes
   Treedata.dll	Yes	No	No
   Wheeled.dll	No	No	Yes
   Wheel2ee.dll	Yes	No	No

Test for CD-ROM Read Errors

Test to determine whether your CD-ROM drive can read the Encarta CD-ROM properly.

For additional information about how to troubleshoot CD-ROM read errors, click the article number below to view the article in the Microsoft Knowledge Base: