Office: Setup Error: Please Insert Disk <Diamond><Smiley Face>

ID: Q145760

The information in this article applies to:

Microsoft Office 97 for Windows
Microsoft Office for Windows 95, version 7.0

SYMPTOMS

When you run the Microsoft Office Setup program from Distribution Media Format (DMF) floppy disks in protected mode on certain laptop computers, the computer may fail to read the disk in the floppy disk drive, or fail to read the cabinet file on the disk.

If you then restart Microsoft Windows 95 in safe mode and run the Setup program again, a blue screen may appear with the following message:

Error reading disk in drive a:
Please insert disk <Diamond Symbol><Smiley Face symbol> <Serial
Number> in drive a:

NOTE: Serial Number refers to the serial number of the disk, for example, C0FD-FE9C or C0FE-E2B0.

CAUSE

This problem occurs because Windows is unable to read the floppy disk drive in protected or real mode.

Windows 95 may be unable to read the floppy disk drive in protected mode on certain Toshiba laptop computers that run the upgrade version of Windows 95. This problem has also been observed to occur on a Compaq Contura Aero 433c laptop.

When you restart Windows in safe mode, Windows is still unable to read the floppy disk drive. This behavior may occur when you do the following:

You click Shut Down on the Start menu, click Restart The Computer, and click Yes.

-and-

You press F5 when you see the message "Starting Windows 95."

-and-

You run the Microsoft Office Setup program.

This problem is caused by a memory leak in Voltrack.vxd.

NOTE: The problem may also occur in other computer models if you run the Windows 95 Setup program, choose the Portable option, and then run the Office Setup program.

RESOLUTION

To resolve this problem, obtain an updated Hsflop.pdr file. The updated Hsflop.pdr file will allow you to successfully run Office Setup in protected mode. The updated Hsflop.pdr file is version 4.00.951 (9/29/95) or later. This file is available as a self-extracting, compressed file, Hsflop.exe, from Toshiba Technical Support, Toshiba's BBS, and Toshiba's World Wide Web site, www.toshiba.com.

NOTE: Although the memory leak has been fixed in future versions of the Voltrack.vxd file, the file will only be available to customers in future versions of Windows 95. The updated Voltrack.vxd file is not available separately.

MORE INFORMATION

When you run Setup in protected mode on certain Toshiba laptop computers that run the upgrade version of Windows 95, Windows 95 may not be able to read data from the floppy disk drive. The behavior is due to a timing problem in the protected mode floppy controller driver, Hsflop.pdr, that is included in the upgrade version of Windows 95. The problem does not occur with the pre-installed version of Windows 95 from Toshiba. The Hsflop.pdr file is included with the Toshiba version of Windows 95.

STATUS

Microsoft has confirmed this to be a problem in Microsoft Windows 95. We are researching this problem and will post new information here in the Microsoft Knowledge Base as it becomes available.


Keywords          : kbenv kbsetup offwin offwinsetup 
Version           : WINDOWS:7.0,97
Platform          : WINDOWS 
Issue type        : kbbug

Last Reviewed: June 11, 1999