Works: Troubleshooting Installer Error 2735 (281716)


The information in this article applies to:

  • Microsoft Works 7.0
  • Microsoft Works 6
  • Microsoft Works Suite 2003
  • Microsoft Works Suite 2001
  • Microsoft Works Suite 2002
This article was previously published under Q281716

SYMPTOMS

When you try to install any of the programs listed at the beginning of this article, you may receive one of the following error messages:
Installer error 2735: Custom action terminated prematurely.
-or-
Installer error 2735: Installation terminated prematurely.
-or-
Installer error 2735: Shoebox.dll.

CAUSE

This behavior can occur if any of the following conditions is true:
  • Your CD is dirty.
  • A Microsoft Windows file is missing or damaged.
  • The Shoebox.dll file is damaged.
  • A supporting component, such as DCOM, MDAC, or Microsoft Internet Explorer is not installed correctly.

RESOLUTION

To resolve this issue, use the following methods in the order that they appear.

Clean Your CD

Make sure that your CD is clean. If it is not, clean it, but be careful not to scratch the surface of your CD.

Use System File Checker

If you use Microsoft Windows 98, use the System File Checker tool to look for and restore missing or damaged files.

To use System File Checker, follow these steps:
  1. Click Start, and then click Run.
  2. In the Open box, type sfc, and then click OK.
  3. Click to select the Scan for altered files check box.
  4. To check for changed or deleted files, click Settings, and then click to select the following check boxes:
    • Check for changed files
    • Check for deleted files
  5. Click OK.
  6. Click Start.
Note You may be prompted to insert the Windows 98 CD-ROM into your CD-ROM drive. If you do not have the Windows 98 CD-ROM, contact your computer manufacturer to find out how to restore files.

Test to see if the issue is resolved. If the issue continues to occur, proceed to the next method.

Remove Folders and Registry Components

Remove key registry components for Works by downloading and running the utility appropriate for your operating system.

Windows 95, Windows 98, and Windows Millennium Edition (Me)

The following file is available for download from the Microsoft Download Center:

public/EN-US/Download.gifhttp://download.microsoft.com/download/works60/Utility/1/WinMe/EN-US/wks6.exe

Windows 2000

The following file is available for download from the Microsoft Download Center:

public/EN-US/Download.gifhttp://download.microsoft.com/download/works60/Utility/1/NT5/EN-US/wks6w2k.exe

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.

To run these files, follow these steps:
  1. Save the file to your desktop.
  2. Double-click the file, and then follow the prompts.

Clean Boot Your Computer

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

Microsoft Windows XP

  1. Click Start, and then click Run.
  2. In the Open box, type msconfig, and then click OK.
  3. 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
  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.

Microsoft Windows Millennium Edition (Me)

  1. Click Start, click Run, type msconfig in the Open box, and then click OK.
  2. On the General tab, click Selective startup.
  3. Click to clear all of the check boxes under Selective startup.
  4. On the Startup tab, click to select the *StateMgr check box.
  5. 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. Proceed 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.
  6. 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

  1. Click Start, and then click Run.
  2. In the Open box, type msconfig, and then click OK.
  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)
    • Load Startup Group Items
  4. On the Win.ini tab, click to clear the following check boxes:
    • Load=
  5. 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.

Microsoft Windows 95

  1. Restart the computer.

    When you see the Starting Windows 95 message, press F8, 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 SHIFT until the Windows startup sequence is completed.
  3. Turn off any antivirus or disk tool programs that are installed on the computer.

    For information about how to turn off these programs, see the printed or online documentation for the program.
  4. Quit all running programs except Explorer and Systray.

    To do this, press CTRL+ALT+DELETE, click the program that you want to quit, and then click End Task. If you receive a message that the program is busy or not responding, click End Task again. Repeat this step 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 turn on any antivirus or disk tool programs that are installed on the computer. For information about how to turn on these programs, see the printed or online documentation for the program.

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 Millennium Edition (Me), or Windows 2000 computer, proceed 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, follow these steps:
  1. 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.
  2. Click Start, and then click Run.
  3. 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.
  4. 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:

http://msdn.microsoft.com/dataaccess

For additional information about how to download files from the Microsoft Download Center, click the How to use the Microsoft Download Center link on the following Microsoft Download Center Web site:

http://www.microsoft.com/downloads/search.asp

Windows 95, Windows 98, Windows Me, or Windows 2000

To install MDAC in Safe mode, follow these steps:
  1. 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.
  2. Click Start, point to Find, and then click Files or Folders.
  3. In the Named box, type mdac_typ.exe.
  4. In the Look in box, click the CD-ROM drive, and then click Find Now.
  5. In the list of found files, right-click the Mdac_typ.exe file, and then click Copy.
  6. Right-click an empty area of the Windows desktop, and then click Paste.
  7. Close the Find: Files named mdac_typ.exe window.
  8. 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 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 on the Startup menu.
  9. When Windows starts in Safe mode, click OK.
  10. On the Windows desktop, double-click the Mdac_typ.exe file, and then follow the instructions on the screen to install the MDAC update.
  11. Restart the computer in normal mode.
Note If you are unable to 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, follow these steps.

Note This procedure may not work on Windows XP computers:
  1. Click Start, point to Settings, and then click Control Panel.
  2. Double-click Add/Remove Programs.
  3. Double-click Microsoft Internet Explorer version.
  4. Click Repair the current installation of Internet Explorer, and then click OK.
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, proceed to the next method.

Remove and Reinstall Internet Explorer on Windows 95, Windows 98, or Windows Me

If you are unable to repair your installation of Internet Explorer the following methods in the oder in which they are presented.

Remove 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 you install or remove Internet Explorer.

To remove Internet Explorer, follow 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, click Microsoft Internet Explorer 5 and Internet Tools in the list of installed programs, and then click Add/Remove.

    Note If Microsoft Internet Explorer 5 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.
  4. Click Restore the previous Windows configuration, and then click OK.
  5. In the Internet Explorer 5 and Internet Tools Setup dialog box, click OK to restore the previous version of Internet Explorer.
  6. When you are prompted to verify that you want to restore the previous version, click Yes.
  7. 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

To reinstall Internet Explorer, follow these steps:
  1. 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.
  2. Click Start, and then click Run.
  3. 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.
  4. Follow the instructions on the screen to install Internet Explorer 5.
If the issue continues to occur, proceed 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.

MORE INFORMATION

For additional information, click the article numbers below to view the articles in the Microsoft Knowledge Base:

270592 Works 6 Error Message: Setup Is Unable to Register Tasks

247532 Works Err Msg: Installer Terminated Prematurely

248263 Works Suite: Error 1305 During Installation

218617 How to Troubleshoot CD-ROM Read Issues

242323 "Internal Error..." Error Message When You Run Setup

242913 Works/HP 2000: "Error 1324" During Installation

For additional information about how to perform a clean boot, click the article numbers below to view the articles in the Microsoft Knowledge Base:

310353 How to Perform a Clean Boot in Windows XP

281770 How to Perform Clean-Boot Troubleshooting for Windows 2000

267288 How to Perform a Clean Boot in Windows Millennium Edition

For additional information, click the article number about how to start a Windows-based computer in safe mode below to view the article about how to start a Windows-based computer in safe mode in the Microsoft Knowledge Base:

180902 How to Start a Windows-Based Computer in Safe Mode

Modification Type:MinorLast Reviewed:8/5/2004
Keywords:kbdownload kbdownload kbgraphxlinkcritical kbimu kbprb KB281716
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