Computer may stop responding when you install Encarta programs (312070)

RESOLUTION

To resolve this issue, follow these steps in the order that they appear in.

Perform a clean boot procedure

To perform a clean boot procedure, 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. Under Selective Startup, 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.

For more 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 more information about how to perform a clean boot, 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 to restart the computer, do so.
For more 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 Reference Library

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 instructions appear on the screen for the removal.

Remove program folders

1. Click Start, click Run, type "c:\Program Files\Microsoft Encarta" in the Open box (including quotation marks), and then click OK.
2. In the Microsoft Encarta dialog box, click the Encarta Reference Library 200x folder, and then press DELETE.
3. Close the Microsoft Encarta dialog box.
4. Click Start, click Run, type "c:\Program Files" in the Open box (including quotation marks), 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. Close the Program Files dialog box.
7. Click Start, click Run, type "c:\Program Files\Common Files\Microsoft Shared" in the Open box (including quotation marks), and then click OK.
8. If you are using Encarta 2002, 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 Reference Library 2003, delete Encarta Researcher, Reference 2002, and Reference 2003.
9. Close the Program Files\Common Files\Microsoft Shared dialog box.

Clean the program CD

To do this, use a CD cleaning kit, or gently wipe the silver side of the CD with a soft, lint-free cotton cloth. Wipe from the center of the CD outward.

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

If the issue continues to occur, clean the CD with a damp cloth or a commercial CD cleaning solution. Dry the CD thoroughly before you insert it into the CD drive.

For more information about how to troubleshoot CD or DVD issues, click the following article number to view the article in the Microsoft Knowledge Base:

Install Encarta Reference Library

Insert the installation CD, and then select Typical or Minimal installation. Follow the instructions that appear on the screen for the installation process.