DOCUMENT:Q216549 25-JUL-2001 [homemm] TITLE :Encarta 99: Introductory Audio Playback Is Intermittent or Quits PRODUCT :Microsoft Home Multimedia Titles PROD/VER:WINDOWS: OPER/SYS: KEYWORDS:kbhw kbsound kbimu kbHardware ====================================================================== ------------------------------------------------------------------------------- The information in this article applies to: - Microsoft Encarta Encyclopedia 99 - Microsoft Encarta Reference Suite 99 ------------------------------------------------------------------------------- SYMPTOMS ======== When you start Microsoft Encarta Encyclopedia 99, the playback of the introductory audio clip may start and stop intermittently, or may quit before the audio clip is finished playing. CAUSE ===== This behavior can occur if your CD-ROM drive is unable to read the Encarta CD-ROM properly. RESOLUTION ========== To resolve this issue, use the following methods: Clean the Compact Disc ---------------------- Clean the compact disc to remove fingerprints, smudges, and dust, any of which can cause read problems on compact discs. Gently wipe the silver side of the disc with a soft, lint-free cotton cloth. Do not use paper cloth, which may scratch the plastic or leave streaks. NOTE: Wipe the compact disc using a linear motion from the center of the disc outward. Do not use a circular motion. After you clean the compact disc, try starting the program again. Make Sure You Are Using Protected Mode CD-ROM Drivers ----------------------------------------------------- Make sure you are using protected mode (32-bit) drivers for your CD-ROM drive. To do this, follow these steps: 1. Click Start, point to Settings, and then click Control Panel. 2. Double-click System. 3. Click the Performance tab, and then confirm that the File System entry is 32-bit. If the File System entry is "Some drives are using MS-DOS compatibility," you may be using real mode (16-bit) CD-ROM drivers. If this is the case, you may not be able to read certain files on the compact disc. Contact the manufacturer of your CD-ROM drive to obtain an updated, protected mode driver for your CD-ROM drive. 4. Click OK, and then close Control Panel. Test the Integrity of the Encarta CD-ROM ---------------------------------------- Test the integrity of the Encarta CD-ROM. To do this, follow these steps: 1. Right-click an empty area on the desktop, point to New, and then click Folder. 2. Insert the Encarta Encyclopedia 99 Disc 1 CD-ROM into your CD-ROM drive. Press and hold down the SHIFT key when you insert the CD-ROM to prevent Encarta Encyclopedia from starting automatically. 3. Double-click My Computer. 4. Right-click the CD-ROM drive icon, and then click Explore. 5. Double-click the Encyc99 folder. 6. Right-click the Dswmedia folder, and then click Copy. 7. Double-click the folder you created in Step A. 8. On the Edit menu, click Paste. If you receive an error message similar to the following The system cannot read from the specified device. contact Microsoft to obtain a set of replacement discs. To obtain replacement discs for Encarta Encyclopedia 99 or Encarta Reference Suite 99, call the Microsoft Order Desk at (800) 360-7561 and request the appropriate CD-ROM set for your copy of Encarta. If you are outside the United States, contact the Microsoft subsidiary for your area. To locate your subsidiary, refer to the Microsoft World Wide Offices Web site at the following address: http://www.microsoft.com/worldwide/default.htm MORE INFORMATION ================ For more information about the introductory audio in Encarta Encyclopedia 99 or Encarta Reference Suite 99, please see the following article in the Microsoft Knowledge Base: Q203695 Encarta 99: Home Screen Introductory Audio Broken Up or Choppy Additional query words: multi multi-media media mm enc99 music sound stops ====================================================================== Keywords : kbhw kbsound kbimu kbHardware Technology : kbHomeProdSearch kbHomeMMsearch kbEncartaSearch kbEncartaEncycSearch kbEncartaEnCyc1999 kbEncartaReference99 Version : WINDOWS: Issue type : kbprb ============================================================================= THE INFORMATION PROVIDED IN THE MICROSOFT KNOWLEDGE BASE IS PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND. MICROSOFT DISCLAIMS ALL WARRANTIES, EITHER EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. IN NO EVENT SHALL MICROSOFT CORPORATION OR ITS SUPPLIERS BE LIABLE FOR ANY DAMAGES WHATSOEVER INCLUDING DIRECT, INDIRECT, INCIDENTAL, CONSEQUENTIAL, LOSS OF BUSINESS PROFITS OR SPECIAL DAMAGES, EVEN IF MICROSOFT CORPORATION OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES SO THE FOREGOING LIMITATION MAY NOT APPLY. Copyright Microsoft Corporation 2001.