Article: Q313953
Product(s): Microsoft Home Multimedia Titles
Version(s): 1.0
Operating System(s):
Keyword(s): kberrmsg kbimu
Last Modified: 28-JUN-2002
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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
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SYMPTOMS
========
When you attempt to start Microsoft Encarta Encyclopedia or open an article, you
may receive an error message similar to the following:
Encarta has encountered a problem and needs to close. We are sorry for the
inconvenience.
If you click on "click here", then you may see the following Error Signature
details:
Error Signature
AppName: ENC2002.EXE AppVer: 11.0.1013.809 ModName: Rssapi10.dl
ModVer: 1.0.0.4 Offset: 00015c3
NOTE: The error signature that is included in this article is an example of an
error signature that you may receive.
CAUSE
=====
This issue can occur if the files are not the expected version.
RESOLUTION
==========
To resolve this issue, uninstall Encarta Encyclopedia and all of its folders,
restart your computer using a clean boot, and then reinstall Encarta
Encyclopedia. To do this, use the following methods in the order in which they
are presented.
NOTE: Because there are several versions of Microsoft Windows, the following
steps may be different on your computer. If they are, see your product
documentation to complete these steps.
Uninstall Encarta Encyclopedia
------------------------------
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.
4. When the InstallSheild Wizard appears, click Remove, and then click OK.
5. Follow instructions onscreen to complete the removal process.
Delete Encarta Encyclopedia Folders
-----------------------------------
Delete the remaining Encarta Encyclopedia folders. To do this, follow these
steps:
1. Start Windows Explorer.
2. Right-click "C:\Program Files\Common Files\Microsoft Shared\Reference
Titles". When you receive the confirmation message, click Yes.
3. Repeat step 2 for the following folders:
- C:\Program Files\Common Files\Microsoft Shared\Reference 2001
- C:\Windows\Temp
Start Your Computer with a Clean-Boot Procedure
-----------------------------------------------
Use the appropriate method for your version of Microsoft Windows.
Microsoft Windows XP:
1. Click Start, and then click Run.
2. Type "msconfig" (without the quotation marks) in the Open box, and then click
OK.
3. Click the General tab, and then click Selective Startup.
4. Click to clear the following check boxes under Selective Startup:
- "Process SYSTEM.INI file"
- "Process WIN.INI file"
- "Load Startup Items"
5. Click the Services tab, click to select the "Hide All Microsoft Services"
check box, and then click Disable All.
6. Click OK, and then click Restart to restart the computer.
For additional information about how to clean boot in Windows XP, click the
article number below to view the article in the Microsoft Knowledge Base:
Q310353 How to Perform a Clean Boot in Windows XP
Microsoft Windows Millennium Edition (Me):
1. Click Start, click Run, type "msconfig" (without the quotation marks) in the
Open box, and then click OK.
2. On the General tab, click "Selective startup".
3. Click to clear all of the check boxes under "Selective startup".
4. On the "Startup" tab, click to select the *StateMgr check box.
5. Click OK. When you are prompted to restart your computer, click Yes. After
the computer restarts, click Start, click Run, type "msconfig" (without the
quotation marks) in the Open box, and then click OK.
IMPORTANT: Look closely at the General tab to ensure that the check boxes that
you cleared are still cleared. If none of the check boxes are selected,
proceed to the "Install Encarta Encyclopedia" section of this article. If you
see a selected, unavailable check box (it appears dimmed and has a check mark
in it), your computer is not truly "clean-booted" and you may need assistance
from the manufacturer of the program that is listed next to the selected,
unavailable check box.
Microsoft Windows 98:
1. Click Start, click Run, type "msconfig.exe" (without the quotation marks) in
the Open box, and then click OK.
2. On the General tab, click Selective Startup, and then click to clear the
following check boxes:
- Process Config.sys File
- Process Autoexec.bat File
- Process Winstart.bat File (if available)
- Process System.ini File
- Process Win.ini File
- Load Startup Group Items
3. Click OK, and then restart your computer when you are prompted to do so.
Microsoft Windows 95:
1. Restart your computer. When the Starting Windows 95 dialog box is displayed,
press F8, and then choose Step-By-Step Confirmation from the Startup menu.
2. When you are prompted, load the following items (if you are prompted to load
any other items, press N):
- Dblspace driver.
- Himem.sys.
- Ifshlp.sys.
- Dblbuff.sys.
- Windows 95 graphical user interface (GUI); choose to load all Windows
drivers.
IMPORTANT: Windows 95 does not require the Config.sys and Autoexec.bat files, but
some tools that are installed on the computer may require them. Never rename the
Config.sys and Autoexec.bat files until you perform a successful interactive
boot to verify that they are not needed.
Install Encarta Encyclopedia
----------------------------
To install Encarta Encyclopedia, follow these steps:
1. Insert your Encarta Encyclopedia CD-ROM into your CD-ROM drive or DVD-ROM
drive.
2. Click Start, point to Settings, and then click Control Panel.
3. Double-click Add/Remove Programs.
4. In the Add/Remove Programs dialog box, click Install.
5. Follow the instructions onscreen to complete the installation process.
Restart Your Computer in Normal Mode
------------------------------------
To restart your computer in Normal mode, follow these steps.
1. Click Start, and then click Run.
2. In the Open box, type "msconfig" (without the quotation marks), and then
click OK.
3. In the System Configuration Utility dialog box, click "Selective startup".
4. Click to clear each check box under "Selective startup".
5. Click Apply, and then click OK.
6. When prompted, restart your computer.
REFERENCES
==========
For additional information about clean booting, click the article numbers below
to view the articles in the Microsoft Knowledge Base:
Q243039 How to Perform a Clean Boot in Windows 95
Q192926 How to Perform Clean-Boot Troubleshooting for Windows 98
Q267288 How to Perform a Clean Boot in Windows Millennium Edition
Q310353 How to Perform a Clean Boot in Windows XP
Additional query words:
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Keywords : kberrmsg kbimu
Technology : kbHomeProdSearch _IKkbbogus kbEncartaSearch kbMMSearch kbEncartaEncyc2002 kbEncartaEnCyc2002Del
Version : :1.0
Issue type : kbprb
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