OL98: Troubleshooting Active Setup Problems

ID: Q185357

The information in this article applies to:

Microsoft Outlook 98

IMPORTANT: This article contains information about editing the registry. Before you edit the registry, make sure you understand how to restore it if a problem occurs. For information about how to do this, view the "Restoring the Registry" Help topic in Regedit.exe or the "Restoring a Registry Key" Help topic in Regedt32.exe.

SUMMARY

This article describes conditions and error messages that may result when you attempt to start Outlook after running Active Setup. The program may either not start successfully or return errors during normal operations. This article applies to Outlook 98 with Microsoft Internet Explorer 4.x only, and does not apply when Internet Explorer 5 is installed.

MORE INFORMATION

To assure a successful setup of Outlook, perform each of the following sets of steps in the specified order.

Step A - Close All Error Messages and Programs

Close any error messages displayed. In most cases you can do this by clicking Cancel.

Quit any running programs, including the Microsoft Office Shortcut bar. To close all programs, press CTRL+ALT+DELETE to access the Windows Task Manager. Click to select a running program in the Task Manager and click End Task. Continue this procedure until you have quit all running programs.

If your anti-virus program cannot be turned off from the Windows Task Manager or a taskbar icon, it must be uninstalled with the Add/Remove Programs icon in Control Panel. These programs provide protection from virus infection by preventing certain operating system resources from being updated. They may prevent a successful installation by not allowing proper registration of programs in the Windows registry.

NOTE: If you uninstall your anti-virus program, remember to reinstall it after completing these troubleshooting steps.

Step B - Backup and Delete Certain Registry Keys

WARNING: Using Registry Editor incorrectly can cause serious problems that may require you to reinstall your operating system. Microsoft cannot guarantee that problems resulting from the incorrect use of Registry Editor can be solved. Use Registry Editor at your own risk.

For information about how to edit the registry, view the "Changing Keys And Values" Help topic in Registry Editor (Regedit.exe) or the "Add and Delete Information in the Registry" and "Edit Registry Data" Help topics in Regedt32.exe. Note that you should back up the registry before you edit it.

Use the Registry Editor to back up and remove each of these 5 registry keys:

Click Start, click Run, type regedit and click OK.

Click to select one of the 5 registry keys, and on the Registry menu, click Export Registry File.

Type a unique name for the key in the File name box and click Save. This will export the key to the desktop.

Right-click each key and on the shortcut menu, click Delete.

After processing each of the 5 keys, close the Registry Editor and proceed with step C.

HKEY_CURRENT_USER\Software\Microsoft\Active Setup

HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Run

HKEY_LOCAL_MACHINE\Software\Microsoft\Active Setup

HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Run

HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion \RunServices

Step C - Rename Setup Log Files

Click Start, point to Find, and click Files Or Folders. Search for and rename each of these files:

Active Setup.log
Active Setup Log.txt

Step D - Rerun Active Setup

Click Start, point to Settings, and click Control Panel.

In Control Panel, double-click the Add/Remove Programs icon.

Click Microsoft Outlook 98, and then click Add/Remove.

Click Rerun Outlook 98 Setup, and follow the Setup Wizard instructions.

If you received error messages during setup, go to Step F.

Step E - Restore Registry Keys

After a successfully completing setup, restore the following 3 registry keys by double-clicking the key file you saved on the desktop in Step B:

HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Run

HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Run

HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion \RunServices

NOTE: At this point, verify that Outlook will open and run successfully. If it does, troubleshooting is complete. If it does not, continue with Step F.

Step F - If You Received Errors During Outlook Setup or Startup

If you receive one or more error messages while attempting to run Active Setup, or starting Outlook, follow these steps:

Select these settings in Internet Explorer 4.x:

On the View menu, click Internet Options and on the General tab, in the Temporary Internet Files section, click Delete Files and click OK.

On the Programs tab click to select, Internet Explorer should check to see whether it is the default browser.

On the Security tab in the Internet zone section, click to set the security level to Low. This setting can be reset to a higher level after setup is complete.

Click Apply and OK.

Rename the following files if they exist:

Active Setup.log
Active Setup Log.txt
Acmeeng.inf
Outsetup.inf
Jobexec.dll
Advpack.dll
Inseng.dll
Mapi.dll
Mapi32.dll
Mapisp32.exe

Rename the following files only if running Microsoft Windows 95 or NT. Do not rename these files if running Windows 98:

Wininet.dll
Wintrust.dll
Urlmon.dll

Delete the following folders if they exist:

Ixp000.tmp
Acme000
Acme001

Use the Registry Editor to delete the following 2 registry keys:

HKEY_CURRENT_USER\Software\Microsoft\Active Setup

HKEY_LOCAL_MACHINE\Software\Microsoft\Active Setup

Double-click My Computer and then right-click the C drive.

Click Properties to view the free space. Setup may require up to 120 MB of free space, depending on installation options, in the root of the C drive.

Follow the steps outlined in Step D, to rerun Active Setup.

Some of the error messages or symptoms you may see include:

Outlook seems to stop responding or hang.

You receive an invalid page fault in Kernel32.dll.

You receive an invalid page fault in module <unknown>.

Other error messages that when acknowledged, cause the program to quit.

Upon completion, Setup states that items were not installed.

Errors attempting to add components.

Setup attempts to connect to the Web installation site even though you specified Setup to run from your compact disc.

These error messages are indicative of a damaged or incomplete installation. The most common causes of these problems are:

An anti-virus program was running when you ran Active Setup for Outlook.

Other programs may have been running using system resources that are needed for Active Setup.

Internet Zone Security is set to the highest level.

Inaccurate information written to the setup log files.

Certain files are damaged in the download process, if installing from the Web.

NOTE: If you receive the error message

Invalid Page Fault in Module Unknown

please see the following article in the Microsoft Knowledge Base:

Q193576 Err Msg: An Unknown Error Has Occurred During Installation

For more information on Outlook Setup, please see the following articles in the Microsoft Knowledge Base:

Q181980 OL98: What Setup Option Should I Choose When I Install Outlook

Q180462 OL98: How to Add Components to Outlook 98

Q183519 OL98: Error Codes in ActiveSetup.log

Additional query words: 98 ipf gpf


Keywords          : kbtshoot kbdta StpGnrl StpHowto 
Version           : WINDOWS:
Platform          : WINDOWS 
Issue type        : kbhowto

Last Reviewed: June 22, 1999