ID: Q110420
The information in this article applies to:
This article describes common Setup problems you may encounter when you install Word for Windows. Use this article as a troubleshooting guide to assist you in diagnosing and resolving these problems. In many cases, this article refers you to another Microsoft Knowledge Base article that addresses a particular Setup problem in greater detail.
This article contains the following four sections:
You can resolve most Setup problems, regardless of their specific cause, using these General Troubleshooting procedures. If you do not find information about your particular Setup problem in the remaining sections of this article or in other Microsoft Knowledge Base articles, use these General Troubleshooting steps and then run Setup again.
IMPORTANT: If you modify your CONFIG.SYS or AUTOEXEC.BAT file using any of the troubleshooting steps below, be sure to restart (reboot) your computer so the changes can take effect.
1. Make sure your PATH statement in the AUTOEXEC.BAT file includes the
location of your Windows program directory and your MS-DOS directory
(or the location of SHARE.EXE), including the drive letter. If the PATH
statement includes the Windows program directory without the drive (for
example, "\WINDOWS" instead of "C:\WINDOWS"), Windows may set the
WINDIR variable incorrectly. If your PATH statement does not include
the directory where SHARE.EXE is located (usually the MS- DOS
directory), Setup may be unable to locate the SHARE utility. In either
case, Setup may fail.
Correct PATH statement example:
PATH C:\WINDOWS;C:\DOS
Incorrect PATH statement example (drive letter missing):
PATH \DOS;\WINDOWS
Note: WINDIR is an environment variable set by Windows, based on the
location of the WIN.COM file.
2. Start Windows with Program Manager as the shell instead of a third-
party Windows shell application such as Norton Desktop for Windows
(NDW.EXE) or Central Point PC Tools Desktop (WNDT.EXE). To use Windows
Program Manager as the shell instead of a different application,
modify the SHELL setting in the [Boot] section of your SYSTEM.INI
file to the following:
[Boot]
SHELL=PROGMAN.EXE
IMPORTANT: You must exit and restart Windows after you modify SYSTEM.INI
so the change can take effect.
3. Replace any third-party extended and upper memory managers (such as
QEMM) with the MS-DOS extended-memory manager (HIMEM.SYS) and upper
memory manager (EMM386.EXE). In addition, make sure your EMM386.EXE
settings are correct. For more information about EMM386.EXE, refer to
your MS-DOS documentation.
4. Edit your AUTOEXEC.BAT file and remove or remark out (using the REM
command) the SMARTDRV.EXE line.
5. Disable any virus-scanning software in your CONFIG.SYS and AUTOEXEC.BAT
files. After you run Setup, you can re-enable the virus- scanning
software.
6. Quit Windows and restart in standard mode (type "win /s" [without the
quotation marks] at the MS-DOS prompt).
7. Remove any SUBST or ASSIGN commands from your AUTOEXEC.BAT file. If
necessary, you can restore these commands after you run Word Setup.
8. If you are using a video driver supplied with your computer, switch to
the Windows video driver for your video display type (such as VGA).
9. If you are running MS-DOS version 6.0 or later, and if you are not
using a third-party memory manager (such as QEMM), run the MS-DOS
MEMMAKER utility. Sometimes Setup runs correctly after running
MEMMAKER, especially in cases where Setup has hung after you responded
(either Yes or No) to the WordPerfect Help prompt. If you are running
IBM PC-DOS, use the RAMSETUP utility instead; see your PC- DOS
documentation for information about RAMSETUP.
to a valid location on a drive with at least 6 to 8 MB available disk
space. If the TEMP setting is invalid or missing, modify your
AUTOEXEC.BAT file.
statement in your CONFIG.SYS file does not contain more than 128
characters. The SHARERES.DLL file used by Word does not support a PATH
statement longer than 128 characters.
Note: You might have a PATH statement longer than 128 characters if you
run Microsoft Windows NT version 3.1. If you are running MS-DOS version
6.0 or 6.2, you can use a SET statement in your CONFIG.SYS file to set
a PATH longer than 128 characters. Some third-party applications, such
as NDOS, by Norton Utilities, or 4DOS, by JP Software, Inc., support
longer PATH statements.
in your PATH statement. Setup needs to find SHARE in order to add it to
your system configuration.
It may help to enlarge the swap file. Refer to your Windows
documentation for more information about the Windows swap file.
diagnose and repair any hard disk problems on the drive where you want
to install Word. See your MS-DOS documentation for information about
SCANDISK.
reorganize the files on your hard disk and to optimize disk
performance. See your MS-DOS documentation for information about
DEFRAG.
switch and restarting the machine or resetting the CMOS switch.
[boot]
system.drv=system.drv
1. Symptom: During Complete/Custom Installation, Setup hangs after you
select the Word components to install and choose the Continue button.
-or-
During Typical Installation, Setup hangs after you choose the Yes or No
button in the dialog box that asks if you want to install WordPerfect
Help.
-or-
During Laptop Installation, Setup hangs after you choose the LapTop
Installation button.
Resolution: Use General Troubleshooting steps in the preceding section.
2. Symptom: When you insert Disk 2 and press ENTER to continue, Setup
hangs.
Resolution: Add the MS-DOS DRIVPARM command to your CONFIG.SYS file.
If a physical drive is not reading a disk properly and the disk is not
physically defective, the MS-DOS DRIVPARM command in the CONFIG.SYS
file often corrects the problem. The DRIVPARM command modifies the
parameters of an existing physical drive; it does not create a new
logical drive. The settings specified in the DRIVPARM command override
the driver definitions for any previous block device.
Add the DRIVPARM command to your CONFIG.SYS file using the following
syntax:
DRIVPARM=/d:number /f:factor
For more information about the DRIVPARM command, see your MS-DOS
documentation.
3. Symptom: When you insert Disk 1 and press ENTER to continue, Setup
hangs.
Resolution: On some clone computers, the BIOS may be out of date. Check
the date and revision number of the BIOS of your computer to ensure
that it is current (BIOS information usually appears on the screen when
you start your computer.
4. Symptom: Setup hangs after you respond (either Yes or No) to
the WordPerfect Help prompt.
Resolution: Use General Troubleshooting steps in the preceding section.
1. Symptom: Setup may display one of the following types of error message:
Setup has encountered a problem. Please report
file = 'WORD60A', line = 'NN' to Microsoft Product
Support Services.
-or-
<Type of Error> Object ID <####>: <Description>
Note: In these error messages, <Type of Error> describes the general
nature of the problem (such as "Setup Parse Error" or "Setup Error in
Finalize Pass"); <####> is the number of a line in the SETUP.STF file;
and <Description> describes precisely which process failed.
Resolution: Query on the error message in the Microsoft Knowledge Base
and follow any instructions you find for the specific error message. If
your error message is undocumented in the Microsoft Knowledge Base, use
the "General Troubleshooting" steps above in this article.
For additional assistance in resolving these Setup error messages,
query on the following words in the Microsoft Knowledge Base:
cryptic and
2. Symptom: WWINTL.DLL file error messages.
Workaround 1: If you participated in prerelease testing of Word 6.0,
you may have a prereleased (Beta) version of Word on your system. If
so, remove this version and install the retail version.
Workaround 2: If you used the Word 6.0a Patch disk to upgrade your
installation of Word 6.0 to Word 6.0a and a "wrong WWINTL.DLL" error
occurs when you try to start Word, you may have a bad Word 6.0a Patch
disk. This problem does not occur when you run the patch that you
downloaded from an online service. It only happens when
you run the patch from a disk sent to you by Microsoft. To get Word
6.0 running again, you must run the Word Setup program and remove the
Microsoft Word component. Then run Setup a second time and reinstall
the Microsoft Word component. For detailed instructions, query on the
following words in the Microsoft Knowledge Base:
bad and word and 6.0a and patch and disk and wwintl.dll
If you received a bad Word 6.0a Patch disk, Microsoft is sending you a
replacement disk. You don't need to do anything further to obtain this
corrected patch disk.
3. Symptom: Compliance Checking error messages. If you purchased an
upgrade to Word 6.0, Setup requests verification of your eligibility to
upgrade and may prompt you to insert one of the disks from a previous
version of Word or another eligible word processing application. This
process, known as "compliance checking," confirms that you are using
Word 6.0 in compliance with applicable copyright laws.
Resolution: The U.S. (domestic) edition of Word 6.0 uses lenient
compliance checking, which means that, even if you do not provide the
appropriate disk, Setup installs Word. You can either insert the
requested disk or choose the Continue button to finish installing Word.
Some international, localized versions of Word use strict compliance
checking, which means that Setup does not install Word until you
provide verification of your eligibility to upgrade.
4. Symptom: The following error message appears at the end of Word Setup:
Cannot modify SETUP.STF
Workaround: This error message does not prevent Setup from successfully
installing Word. Choose the OK button to close this error message.
5. Symptom: The following error message appears during Setup:
Setup detected older foreign language proofing tools that are
incompatible with Microsoft Word 6.0. To upgrade these
tools, please call Microsoft Customer Service or your
local subsidiary. Choose Cancel to Exit Setup.
Workaround: Remove these foreign language proofing tool files, from
Word 2.x, then rerun Word 6.0 Setup.
6. Symptom: Memory or disk space errors during Word or Office Setup.
Workaround: Ensure you have sufficient disk space on the drive
where Setup is writing temporary files. Setup writes temporary
files to the last available drive letter (for example, if you
have drives C:, D:, H:, and K:, Setup writes temporary files
to K:).
NOTE: Some of these error messages incorrectly refer to low memory
instead of insufficient disk space.
1. If Word 2.x is installed on your system, rename your Word 2.x
WINWORD.INI and NORMAL.DOT files to rule out the possibility that these
files are affecting Word 6.0.
2. Switch to a different Windows printer driver using the Printers icon in
Windows Control Panel. This rules out the possibility that your printer
driver is affecting Word 6.0.
3. If general protection (GP) faults or "Out of Memory" error messages
occur after you start Word 6.0, check the FILES and BUFFERS settings in
your CONFIG.SYS file. Set FILES=60 in your CONFIG.SYS file unless you
have a software application that requires a higher setting. Set
BUFFERS=10 in your CONFIG.SYS file if you use SMARTDRV.EXE. Using a
high number of buffers with SMARTDRV will decrease efficiency. If you
are not using SMARTDRV, set BUFFERS=30. More buffers may improve disk
access times but will use more conventional memory. See your MS-DOS
documentation for more information on the correct FILES and BUFFERS
settings for your computer.
4. If "Segment Load Failure" errors occur when you run Word, even after
you uninstall and reinstall the Word Program component, delete the
following files and then reinstall Word to rule out the possibility
that any of these required component files is corrupted or damaged:
COMPOBJ.DLL
OLE2.DLL
OLE2.REG
OLE2CONV.DLL
OLE2DISP.DLL
OLE2NLS.DLL
OLE2PROX.DLL
SDM.DLL
STORAGE.DLL
WWINTL.DLL
WINWORD.EXE
The PC Tools Desktop, Norton Desktop for Windows, and QEMM products included here are manufactured by Central Point Software, Symantec Corporation, and Quarterdeck Office Systems, respectively, vendors independent of Microsoft; we make no warranty, implied or otherwise, regarding these products' performance or reliability.
"Microsoft Word User's Guide," version 6.0, pages 2-3, 770-773
KBCategory: KBSubcategory:
Additional query words: 6.0 wph hang hung crash crashed locks 6.0a 6.0c locked frozen freezes crashing quit quits stopped crashes word6 pctools cps swapfile troubleshoot anti-virus virus-checking virus checker winword tshoot issue
Version : 6.0 6.0a 6.0c
Platform : WINDOWSLast Reviewed: December 29, 1998