How to troubleshoot Windows Live OneCare installation issues (910656)

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Most Windows Live OneCare installation issues occur when one or more of the Windows Live OneCare components are not installed correctly on the computer. To troubleshoot these installation issues, use one or more of the methods that are listed in this article.

Method 1: Delete the Microsoft Windows Live OneCare folder

To delete the Microsoft Windows Live OneCare folder, follow these steps:

1. Open Windows Explorer.
2. Locate the following folder:

   C:\Program Files\Microsoft Windows Live OneCare

3. Right-click the Microsoft Windows Live OneCare folder, and then click Delete.
4. When you receive a message to confirm the deletion, click Yes.
   
   Note If you cannot delete the Microsoft Windows Live OneCare folder because of permissions issues, follow these steps:
   1. Click Start, click Run, type cmd, and then click OK.
   2. At the command prompt, type the following command, and then press ENTER:

      CD\

   3. Type the following command, and then press ENTER:

      CD Program Files

   4. Type the following command, and then press ENTER:

      cacls "Microsoft Windows Live OneCare" /t /g administrators:f

   5. When you are prompted for confirmation, press Y to answer Yes, and then press ENTER.
   6. Return to Windows Explorer, and repeat steps 2 and 3 to delete the Microsoft Windows Live OneCare folder.
5. Reinstall Windows Live OneCare.

Method 2: Remove third-party antivirus programs and firewall programs

To remove third-party antivirus programs and firewall programs, follow these steps:

Important These steps may increase your security risk. These steps may also make your computer or your network more vulnerable to attack by malicious users or by malicious software such as viruses. We recommend the process that this article describes to enable programs to operate as they are designed to, or to implement specific program capabilities. Before you make these changes, we recommend that you evaluate the risks that are associated with implementing this process in your particular environment. If you choose to implement this process, take any appropriate additional steps to help protect your system. We recommend that you use this process only if you really require this process.

1. Click Start, click Run, type appwiz.cpl, and then click OK.
2. Under Currently installed programs, locate any third-party antivirus programs or firewall programs.
3. Click the program, and then click Remove.
4. Restart the computer.
5. Reinstall Windows Live OneCare.

Method 3: Stop and start the Windows Installer service

To stop and start the Microsoft Windows Installer service, follow these steps:

1. Click Start, click Run, type services.msc, and then click OK.
2. In the right pane, locate and then click Windows Installer.
3. Right-click Windows Installer, and then click Properties.
4. Under Service status, click Start if the service is not started. If the service is currently running, click Stop, and then click Start.
5. Click OK to close the Windows Installer Properties dialog box.
6. In the Services dialog box, click Exit on the File menu.
7. Reinstall Windows Live OneCare.

Method 4: Install the MSXML subsystem

To install the MSXML subsystem, follow these steps:

1. Download and install the following MSXML updates:
   • MSXML 4.0 Service Pack 2 (Microsoft XML Core Services). For more information, visit the following Microsoft Web site:

     http://www.microsoft.com/downloads/details.aspx?FamilyID=3144b72b-b4f2-46da-b4b6-c5d7485f2b42&DisplayLang=en

   • Microsoft XML Parser 3.0 Service Pack 5. For more information, visit the following Microsoft Web site:

     http://www.microsoft.com/downloads/details.aspx?FamilyID=4a3ad088-a893-4f0b-a932-5e024e74519f&DisplayLang=en

     Note Make sure that you note any error messages that you receive during the installation.
2. Restart the computer.
3. Reinstall Windows Live OneCare.

Method 5: Start Microsoft Windows XP in Selective Startup mode

To start Microsoft Windows XP in Selective Startup mode, follow these steps:

1. Click Start, click Run, type msconfig, and then click OK.
2. On the General tab, click Selective Startup, and then click to clear the Load Startup Items check box.
3. Click the Services tab.
4. Click to select the Hide All Microsoft Services check box under the list of services, and then click to clear all the check boxes for the services that remain in the list.
5. Click OK, and then click Restart to restart the computer.
6. Reinstall Windows Live OneCare.
   
   Note If you still experience installation issues with Windows Live OneCare, a third-party program or a service may be causing a conflict with the Windows Live OneCare installation process.
7. Reset Windows XP to start in Normal mode. To do this, follow these steps:
   1. Click Start, click Run, type msconfig, and then click OK.
   2. On the General tab, click the following option:

      Normal Startup - load all device drivers and services

   3. Click OK, and then click Restart to restart the computer.

Method 6: Remove and reinstall the .NET Framework 2.0

To remove and reinstall the Microsoft .NET Framework 2.0, follow these steps:

1. Click Start, click Run, type appwiz.cpl, and then click OK.
2. Under Currently installed programs, locate one or both of the following items:
   • Microsoft .NET Framework 2.0
   • Microsoft .NET Framework 2.0 Beta
3. If you have one or both of the .NET Framework 2.0 items, click each item, and then click Remove.
4. Restart the computer.
5. Reinstall Windows Live OneCare.