DOCUMENT:Q310762 28-JUN-2002 [homemm] TITLE :ENC: Encarta Quits Unexpectedly During Setup PRODUCT :Microsoft Home Multimedia Titles PROD/VER::1.0 OPER/SYS: KEYWORDS:kbimu ====================================================================== ------------------------------------------------------------------------------- The information in this article applies to: - Microsoft Encarta Encyclopedia Standard 2003 - Microsoft Encarta Encyclopedia Deluxe 2003 - Microsoft Encarta Encyclopedia Deluxe 2002, version 1.0 - Microsoft Encarta Encyclopedia Standard 2002, version 1.0 ------------------------------------------------------------------------------- SYMPTOMS ======== When you are installing Microsoft Encarta, you receive an error message similar to the following: Encarta has encountered a problem and needs to close. We are sorry for the inconvenience. AppName: enc200x.exe AppVer: 11.0.1013.809 ModName: wmp.ocx ModVer: 7.1.0.305 Offset: 0005e25 NOTE: The error signature that is included in this error message is an example of the error signature that you may receive. CAUSE ===== This issue can occur if one of the following conditions is true: - The installation of Encarta is corrupted. This can occur when other programs run in the background during the installation process. -OR- - A 0-bit file was copied into the Encarta program files folder during installation. RESOLUTION ========== To resolve this issue, follow these steps. Uninstall Norton AntiVirus, If Present -------------------------------------- 1. Click Start, point to Settings, and then click Control Panel. 2. Double-click Add/Remove Programs. 3. In the list of installed programs, click Norton AntiVirus, and then click Add/Remove (click Change/Remove on Microsoft Windows 2000-based computers). 4. Follow the instructions to completely remove Norton AntiVirus from your computer. Remove Encarta from Your Computer --------------------------------- 1. Click Start, point to Settings, and then click Control Panel. 2. Double-click Add/Remove Programs. 3. In the list of installed programs, click Encarta Encyclopedia, and then click Add/Remove (click Change/Remove on Windows 2000-based computers). Follow the instructions to completely remove Encarta from your computer. 4. If you cannot find Encarta in the list of programs installed on your computer, use Windows Explorer to manually delete the following folder, where x indicates the version of Encarta that you are running (Encarta 2002 or Encarta 2003): C:\Program Files\Microsoft Encarta\Encarta Encyclopedia 200x Reinstall Encarta and Norton AntiVirus -------------------------------------- 1. Quit all programs that are running. 2. Reinstall Microsoft Encarta. 3. Reinstall Norton AntiVirus, if you removed it. MORE INFORMATION ================ The third-party products that are discussed in this article are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products. Additional query words: ====================================================================== Keywords : kbimu Technology : kbHomeProdSearch _IKkbbogus kbEncartaSearch kbMMSearch kbEncartaEncyc2002 kbEncartaEnCyc2002Del Version : :1.0 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 2002.