You Cannot Finish Installing or Upgrading Internet Explorer (303399)

RESOLUTION

To troubleshoot this issue, use the following methods in the order that they are presented.
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.

Method 1: Verify the Windows Configuration

1. In Microsoft Windows 2000 or Microsoft Windows NT 4.0, verify that you are logged on to the computer as an administrator.
2. Install the latest service pack for your operating system.
   
   For additional information about how to obtain Windows NT 4.0 Service Pack 6 (SP6), visit the following Microsoft Web site:

   http://www.microsoft.com/downloads/details.aspx?FamilyID=e396d059-e402-46ef-b095-a74399e25737&DisplayLang=en

   For additional information about how to obtain Windows 2000 Service Pack 2 (SP2), visit the following Microsoft Web site:

   http://www.microsoft.com/windows2000/downloads/servicepacks/sp2/default.mspx

3. Quit all programs that are running, including any antivirus programs.

Try to upgrade or install Internet Explorer. If you are unsuccessful, proceed to the following method.

Method 2: Limit RAM to 256 MB

If you have more than 256 megabytes (MB) of random-access memory (RAM) installed, remove or limit the RAM that Windows uses to 256 MB or less.

Microsoft Windows 95

If you are running Windows 95, you can use a RAM drive to limit the RAM that is available to Windows.

For additional information about how to use a RAM drive to limit the available memory, click the following article number to view the article in the Microsoft Knowledge Base:

Microsoft Windows Millennium Edition (Me) or Microsoft Windows 98

If you are running Windows Me, Windows 98 Second Edition, or Windows 98, use the System Configuration utility to limit the RAM that is available to Windows:

1. Click Start, and then click Run.
2. In the Open box, type msconfig, and then click OK.
3. Click Advanced, and the click to select the Limit memory to check box.
4. In the MB box, type the memory value to which you want to limit Windows, for example, 256.
5. Click OK twice, and then click Yes to restart the computer.

Windows 2000 or Windows NT 4.0

If you are running Windows 2000 or Windows NT 4.0, edit the Boot.ini file to limit the memory that is available to Windows. Add the following switch to the ARC path in the [Operating System] section of the Boot.ini file, where amount of RAM is the RAM that you want to allow Windows to use. For example, the following ARC path limits Windows to 256 MB of RAM:

multi(0)disk(0)rdisk(0)partition(1)\WINNT="Microsoft Windows 2000 Server"  /fastdetect /MAXMEM=256
				

NOTE: The Boot.ini file is a hidden file located in the root folder of the boot drive.

Use the following procedure to edit the Boot.ini file.

Warning: If you incorrectly change the Boot.ini file, you may render Windows inoperable.

1. Log on to Windows NT 4.0 or Windows 2000 as an administrator.
2. Click Start, and then click Run.
3. In the Open box, type cmd, and then click OK.
4. Change to the root folder of the boot partition. For example, type cd\ if you do not have a multiple-boot configuration.
5. Type attrib -a -h -s boot.ini, and then press ENTER.
6. Type copy boot.ini boot.old.
   
   NOTE: If you run this command, Windows creates a backup copy of the Boot.ini file and names it "Boot.old."
7. Type edit boot.ini, and then press ENTER.
8. Use the arrow keys to move to the end of the ARC path that you want to change under [operating systems].
9. Type /MAXMEM=256.
10. Press ALT+F, and then press S.
11. Press ALT+F, and then press X.
12. Type attrib +a +s +h boot.ini, and then press ENTER.
13. Type exit, and then press ENTER.
14. Restart the computer.

Try to upgrade or install Internet Explorer. If you are unsuccessful, proceed to the following method.

Method 3: Verify the Size and the Location of the Swap File

Verify that the computer contains a swap file, and that it is larger than the RAM that is currently installed on the computer. If possible, move the swap file to a different partition on the computer. To verify the swap file settings, follow the steps in the appropriate section.

Windows Me, Windows 98, and Windows 95

1. Click Start, point to Settings, click Control Panel, and then double-click System.
2. Click the Performance tab, note the value of RAM that is installed on the computer that is listed next to Memory, and then click Virtual Memory.
   • If Let Windows manage my virtual memory settings (Recommended) is selected, the disk that hosts the Windows folder also contains the swap file and Windows determines the swap file size.
   • If Let me specify my own virtual memory settings is selected, the Hard disk box displays the swap file disk.
3. Click Let me specify my own virtual memory settings if it is not already selected.
4. In the Hard disk box, select a partition other than the one on which Windows is installed (if there is one available).
5. In the Minimum box, select or type a value that is greater than the RAM that is already installed on the computer.
6. In the Maximum box, type or select a value that is greater than or equal to the value in the Minimum box.
7. Click OK, and then click Yes on the Confirm Virtual Memory Settings message that appears.
8. Click Close, and then click Yes when you are prompted to restart the computer.

Windows 2000 and Windows NT 4.0

1. Log on to the computer as an administrator.
2. Click Start, point to Settings, click Control Panel, and then double-click System.
3. Note the RAM value that is displayed under Computer.
4. Click the Advanced tab, and then click Performance Options.
   
   NOTE: In Windows NT 4.0, click the Performance tab.
5. Under Virtual memory, click Change.
6. Under Total paging file size for all drives, note the paging file size that is listed next to Currently allocated.
   • To change the size of the paging file, follow these steps:
     1. In the Initial size (MB) box, type a value that is at least 12 MB greater than the RAM that is installed on the computer.
     2. In the Maximum size (MB) box, type the maximum size that you want the paging file to grow, and then click Set.
   • To move the paging file to a different partition, follow these steps:
     1. In the Drive [Volume Label] list, click the partition to which you want to move the paging file.
     2. In the Initial size (MB) box, type a value that is at least 12 MB greater than the RAM that is installed on the computer.
     3. In the Maximum size (MB) box, type the maximum size that you want the paging file to grow, and then click Set.
     4. In the Drive [Volume Label] list, click the partition on which Windows is installed.
     5. In the Initial size (MB) box, type 0.
     6. In the Maximum size (MB) box, type 0, and then click Set.
     7. On the System Control Panel message that appears, click Yes to confirm the pagefile setting that is less than the RAM that is installed on the computer.
7. Click OK.
   
   If you receive the following message, click OK:

   The changes you have made require you to restart your computer before they can take effect.

8. Click OK twice, and then click Yes to restart the computer.

Try to upgrade or install Internet Explorer. If you are unsuccessful, proceed to the following method.

Method 4: Remove Antivirus Programs

1. Click Start, point to Settings, click Control Panel, and then click Add/Remove Programs.
2. Click the antivirus program, and then click Add/Remove.
   
   NOTE: In Windows 2000, click Remove.
3. Follow the instructions to completely remove the antivirus program, and then restart the computer.

Try to upgrade or install Internet Explorer. If you are unsuccessful, proceed to the following method.

Method 5: Remove Internet Explorer Components

Remove Internet Explorer upgrades and all of the following additional Internet Explorer components:

• Microsoft Outlook Express
• Microsoft Netmeeting
• Microsoft Wallet
• Microsoft Active Movie
• Microsoft Netshow
• Microsoft Chat
• Internet Mail and News
• Microsoft VRML Player
• VDOLive Player
• Microsoft FrontPage Express
• Microsoft Internet Explorer Access Kit (IEAK)

To do so, follow these steps:

1. Click Start, point to Settings, click Control Panel, and then click Add/Remove Programs.
2. Click the Internet Explorer item that you want to remove, and then click Add/Remove.
   
   NOTE: In Windows 2000, click Remove.
3. Follow the instructions to completely remove Internet Explorer and the related components.
   
   NOTE: Do not remove shared files if you are prompted.
4. In Windows NT 4.0, reapply the latest service pack.
   
   For additional information about the latest Windows NT 4.0 service packs, visit the following Microsoft Web site:

   http://www.microsoft.com/downloads/details.aspx?FamilyID=e396d059-e402-46ef-b095-a74399e25737&DisplayLang=en

5. Restart the computer.

Try to upgrade or install Internet Explorer. If you are unsuccessful, proceed to the following method.

Method 6: Remove Files and Settings

Step 1: Rename DLL Files

Rename the following dynamic-link library (DLL) files: To do so, follow the procedure in the appropriate section.

NOTE: Some of these files may not be present on the computer.

Warning: Do not delete the Wintrust.dll file.

Windows Me, Windows 98, and Windows 95

1. Start Windows in Safe mode. For additional information about starting Windows in Safe mode, click the following article numbers to view the articles in the Microsoft Knowledge Base:

   180902 How to start a Windows 98-based computer in safe mode

   122051 How Windows 95 performs a safe-mode start

2. Start Windows Explorer.
3. On the Tools menu, click Folder Options.
4. Click the View tab.
5. Click Show hidden files and folders, click to clear the Hide file extensions for known file types check box, and then click OK.
6. Browse to the following location, where drive is the drive on which Windows is installed:

   drive:\Windows\System

7. Right-click a file from the preceding list, and then click Rename.
8. Rename the .dll file name extension to .old, and then press ENTER.
9. Follow steps 7 and 8 to rename each of the DLL files from the preceding list that are present on the computer.

Windows 2000 and Windows NT 4.0

1. Start Windows Explorer.
2. Click Folder Options on the Tools menu.
   
   NOTE: In Windows NT 4.0, click Options on the View menu.
3. Click the View tab.
4. Click Show hidden files and folders, click to clear the Hide file extensions for known file types check box, and then click OK.
5. Browse to the following location, where drive is the drive on which Windows is installed:

   drive:\Winnt\System32

6. Right-click a file from the preceding list, and then click Rename.
7. Rename the .dll file name extension to .old, and then press ENTER.
8. Follow steps 6 and 7 to rename each of the DLL files from the preceding list that are present on the computer.

Step 2: Rename the Setup Log Files

Rename the Active Setup Log.txt and the Internet Explorer Setup Log.txt files if these files are present. To do so, follow the procedure in the appropriate section.

Windows NT 4.0, Windows 98, and Windows 95

1. Click Start, point to Find, and then click Files or Folders.
2. In the Named box, type "Active Setup Log.txt";" IE Setup Log.txt".
3. In the Look in list, select My Computer, and then click Find Now.
4. In the list of found items, right-click Active Setup Log.txt, and then click Rename.
5. Rename Active Setup Log.txt to oldsetup log.txt, and then press ENTER.
6. Right-click IE Setup Log.txt, and then click Rename.
7. Rename IE Setup Log.txt to oldIE Setup Log.txt, and then press ENTER.
8. On the File menu, click Close.

Windows 2000 and Windows Me

1. Click Start, point to Search, and then click For Files or Folders.
2. In the Search for files or folders named box, type "Active Setup Log.txt";" IE Setup Log.txt".
3. In the Look in list, select My Computer, and then click Search Now.
4. In the Search Results pane, right-click Active Setup Log.txt and then click Rename.
5. Rename Active Setup Log.txt to oldsetup log.txt, and then press ENTER.
6. Right-click IE Setup Log.txt, and then click Rename.
7. Rename IE Setup Log.txt to oldIE Setup Log.txt, and then press ENTER.
8. On the File menu, click Close.

Step 3: Remove the Windows Update Setup Files Folder

If the Windows Update Setup Files folder exists, delete it:

1. Start Windows Explorer, and then expand the folder in which Windows is installed.
2. Right-click Windows Update Setup Files, and then click Delete.
3. On the Confirm Folder Delete message that appears, click Yes.
4. If you are prompted to confirm the removal of files or folders, click Yes to All.

Step 4: Delete Temporary Files

Delete the contents of the Temp folder:

1. In Windows Explorer, browse to the Temp folder.
2. On the Edit menu, click Select All.
3. On the File menu, click Delete.
4. If you are prompted to confirm the file or folder deletions, click Yes.
5. Quit Windows Explorer.
6. Restart the computer.

Step 5: Edit the Windows Registry

WARNING: If you use Registry Editor incorrectly, you may cause serious problems that may require you to reinstall your operating system. Microsoft cannot guarantee that you can solve problems that result from using Registry Editor incorrectly. Use Registry Editor at your own risk.

1. Click Start, and then click Run.
2. In the Open box, type regedit, and then click OK.
3. In Registry Editor, locate and click the following registry subkey:

   HKEY_CURRENT_USER\Software\Microsoft\Active Setup

4. On the Registry menu, click Export Registry File.
5. In the File name box, type active setup, and then click Save.
6. On the Edit menu, click Delete.
7. On the Confirm Key Delete message that appears, click Yes.
8. Follow steps 3 through 7 to export, and then to delete each of the following registry keys:
   • HKEY_CURRENT_USER\SOFTARE\Microsoft\Internet Explorer
   • HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Internet Settings
   • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Active Setup
   • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Internet Explorer
   • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Internet Settings

Step 6: Verify the Registry Setting for the Program Files Folder

Verify that the ProgramFilesDir and ProgramFilesPath registry values point to the correct location of the Program Files folder:

1. In Registry Editor, locate and click the following registry subkey:

   HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion

2. In the right pane of the Registry Editor window, double-click ProgramFilesDir.
3. If the correct path to the Program Files folder is not displayed in the Value data box, type the correct path to the Program Files folder. For example, type C:\Program Files.
4. Click OK.
5. Double-click ProgramFilesPath.
6. If %Program Files% is not displayed in the Value data box, type %Program Files%.
7. Click OK.
8. Quit Registry Editor.
   
   NOTE: Do not restart the computer at this time.

Step 7: Disconnect Mapped Network Drives

If your computer has drive letters mapped to network shares, disconnect them:

1. On the desktop, double-click My Computer.
2. Right-click the network drive that you want to change (the drive appears as a drive icon with an attached network connection), and then click Disconnect.

Step 8: Replace the Winhlp32.exe File

NOTE: Even though you do not have to perform this step to troubleshoot this issue, if you do so, numerous DLL-related messages do not appear if you try to install or upgrade Internet Explorer.

NOTE: This step is only applicable if you are running Windows 2000 or Windows NT 4.0.

1. Start Windows Explorer, and then browse to the following location, where drive is the drive on which Windows is installed:

   drive:\Winnt

2. In the right pane, right-click Winhlp32.exe, and then click Copy.
3. Browse to the following folder:

   drive:\Winnt\System32

4. In the right pane, right-click Winhlp32.exe, and then click Rename.
5. Rename Winhlp32.exe to Winhlp32.old, and then press ENTER.
   
   If you are prompted to confirm the changing of the file name extension, click Yes.
6. On the Edit menu, click Paste.
7. Quit Windows Explorer.

Step 9: Install Internet Explorer

Try to upgrade or install Internet Explorer using the following methods in the order that they are presented:

• Install Internet Explorer from the following Microsoft Web site:

  http://www.microsoft.com/windows/ie

• Install Internet Explorer from the Internet Explorer compact disc (CD).
• Copy the Internet Explorer installation files to the local hard disk, and then run Setup from the local hard disk.
• Install Internet Explorer to a folder other than the following default installation folders:

  drive:\Program Files\Plus!\Microsoft Internet
  
  -or-
  
  drive:\Program Files\Internet Explorer

NOTE: If you try to install Internet Explorer, you may receive the following error message: To resolve this issue, follow these steps:

1. Click Start, and then click Run.
2. In the Open box, type regedit, and then click OK.
3. In Registry Editor, locate and click the following registry subkey:

   HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Session Manager

   NOTE: In this registry key, Session Manager is two words.
4. In the right pane of the Registry Editor window, right-click PendingFileRenameOperations, and then click Delete.
5. On the Confirm Value Delete message that appears, click Yes.
6. In the left pane of the Registry Editor window, expand the Session Manager subkey.
7. If a FileRenameOperations subkey is listed, click it, and then delete all entries from the FileRenameOperations subkey in the right pane.
8. Quit Registry Editor.
9. Restart Internet Explorer Setup.