This article describes how to troubleshoot problems that you may experience when you install one of the products that is listed in the "Applies to" section.

This article is intended for a beginning to intermediate computer user.

You may find it easier to follow the steps if you print this article first.

The following are typical problems that may occur when you install one of the programs that is listed in the "Applies to" section:

• The Setup program stops responding.
• You receive an error message that resembles one of the following:
  Game Name Setup encountered an error while reading the file File Name. Make sure that the disc is inserted correctly in the CD-ROM drive, and then click Retry.
  Game Name Setup encountered a disk error while writing to the file File Name. Make sure your hard disk is not full, and that the file is not in use.
  Game Name Setup cannot continue because your hard disk is full or write-protected. Close any applications, delete unnecessary files from this drive, and then try again.
  Setup was unable to find or could not read the language specific setup resource .dll.
  Wrong volume is in the drive.
  Setup.exe is not a valid win32 application.
  Please insert the disc 2 in the drive.
  Note The "Please insert the disc 2 in the drive" error message may be caused by virtual hard drives.
  Setup failed to extract files from drive :\ filename .CAB. This is most likely caused by low memory (low disk space for swapping file) or corrupted cabinet file. Please restart your machine and run setup again.
• You receive an error message that includes an error code, such as "Error 1305, 1603, 1335, or 1935."

Method 1: Clean the disc

Clean the CD or DVD. To do this, use a disc cleaning kit. Or gently wipe the silver side of the disc by using a soft, lint-free cotton cloth. Do not use paper cloth that can scratch the plastic and leave streaks. When you clean the disc, wipe from the center of the disc outward. Do not use a circular motion. If the problem continues to occur, clean the disc by using a damp cloth or a commercial CD or DVD cleaning solution. Dry the disc thoroughly before you insert the disc in the drive. If the problem continues to occur, continue the Method 2.

Method 2: Clean the drive

If you clean the CD or DVD and you still experience the problem, clean the disc drive by using a CD or DVD drive cleaning disc. If you do not have a CD or DVD drive cleaning disc, obtain one if you try all the other steps in this article and the problem is not resolved. Drive cleaning discs are available in most computer or home electronics stores. If the problem continues to occur, continue to Method 3.

Method 3: Install and then start the program by using a different CD or DVD drive

The CD drive may be unable to read the product CD. Try to install the program by using a different CD or DVD drive on the same computer or on a different computer. To do this, follow these steps:

1. Insert the CD into the CD or DVD drive of another computer, or a second CD or DVD drive on the original computer. The Setup program should start.
2. Click Express Install.
3. Follow the directions that appear on the screen to install the program.

Step 3: Install the game

If the installation is successful and you can start the game in this test, the problem may be that the original CD drive or DVD drive cannot read the game CD.

However, if this problem continues to occur, continue to Method 4.

Method 4: Restart the computer by using a clean boot procedure, and then empty the temporary files folder

Windows Vista

Note You may experience a temporary loss of some services functionality when you follow these steps. Restoring the settings restores the functionality. However, when you restore the functionality, you may receive the original error message or experience the original behavior again.

Step 1: Start the System Configuration Utility

To start the System Configuration Utility in Windows Vista, click Start, type msconfig in the Start Search box, and then press ENTER.

If you are prompted for an administrator password or for a confirmation, type the password, or click Continue.

Step2: Turn off programs and services

1. On the General tab, click Selective Startup.
2. Under Selective Startup, click to clear the Load Startup Items check box.
3. Click the Services tab, click to select the Hide All Microsoft Services check box, and then click Disable All.
4. Click OK, and then click Restart.

Microsoft Windows XP

Note You may experience a temporary loss of some services functionality when you follow these steps. Restoring the settings restores the functionality. However, when you restore the functionality, the original error message or behavior may return.

Step 1: Start the System Configuration Utility

To start the System Configuration Utility in Windows XP, click Start, click Run in the Open box, type msconfig, and then click OK.

Step2: Turn off programs and services

1. On the General tab, click Selective Startup.
2. Under Selective Startup, click to clear the following check boxes:
   • Process SYSTEM.INI File
   • Process WIN.INI File
   • Load Startup Items
3. Click the Services tab, click to select the Hide All Microsoft Services check box, and then click Disable All.
4. Click OK, and then click Restart.

To perform a clean boot procedure on the computer, click Play to view this streaming media demonstration. To return to a regular startup after you perform a clean boot procedure, click Play to view the streaming media demonstration.

Step 4: Delete the contents of the temporary folder in Windows

Windows Vista

1. Click Start
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   , type %temp% in the Start Search box, and then press ENTER.
2. On the Organize menu, click Select All.
3. On the Organize menu, click Delete.
4. Click Yes.

Windows XP or Microsoft Windows 2000

1. Click Start, click Run, type %temp% in the Open box, and then click OK.
2. On the Edit menu, click Select All.
3. On the File menu, click Delete.
4. Click Yes when you receive the following message:
   Are you sure you want to send these items to the Recycle Bin?

Windows 98 or Windows Millennium Edition

1. Click Start, click Run, type temp in the Open box, and then click OK.
2. On the Edit menu, click Select All.
3. On the File menu, click Delete.
4. Click Yes when you receive the following message:
   Are you sure you want to send these items to the Recycle Bin?

If the problem continues to occur in the game, continue to Method 5.

Method 5: Try to install the game on another directory or on another drive

If the game stops responding (hangs) or you receive an error message during setup, try to install the game on a different folder. If the computer has another hard disk, try to install the game on this hard disk.

Note The following steps may be different for each product that is listed in the "Applies To" section.

1. Insert the game disc in the drive.
   
   Note Do not click Express Install during setup.
2. Follow the setup menus until you see the Change button.
3. Click Change.
4. In the Path box, delete the existing path, and then type the following text:
   drive:\Program Files\Microsoft Games\game name
   In this example, drive is the drive letter of the hard disk and game name is the name of the game that you are trying to install.
5. Click OK when you are finished.
6. Follow the directions that appear on the screen to install the game.

If the problem continues to occur, continue to Method 6.

Method 6: Create a new user account in Windows

Windows Vista

To resolve this issue, follow the steps in the appropriate section.

The computer is connected to the Internet

View the "Create a user account" topic on the following Windows Online Help and Support Web site:

The computer is not connected to the Internet

View the "Create a user account" topic in Windows Help and Support on the computer's hard disk by following these steps:

1. Click Start, and then click Help and Support.
2. In the Search Help box or in the Search online Help box, type Create a user account, and then click Search Help.
3. In the list of topics, click Create a user account.
4. Click the link that best describes the problem that you are experiencing.
5. Follow the suggestions to troubleshoot the problem that you are experiencing.

Windows XP Home Edition

Step 1: Open User Accounts

To open User Accounts in Windows XP Home Edition, click Start, click Control Panel, and then click User Accounts.

Step 2: Create a new User Account

1. In the Pick a task list, click Create a new account.
2. Type the name that you want to use for the account, and then click Next.
3. Select the account type that you want, and then click Create Account.

Note Some games require a user account that has Administrator account type to run.

Windows XP Professional

Step 1: Open User Accounts

1. Click Start, and then click Control Panel.
2. Click User Accounts.
3. On the Users tab, click Add.

Step 2: Create a new User Account

1. On the Users tab, click Add.
2. Type a name for your user account, your full name, and a description for your account.
3. If your computer is set up as part of a client/server network, type the domain name, and then click Next.
   
   Note If your computer is set up as an individual computer (without a network) or is in a peer-to-peer network, you do not have to provide a domain name.
4. Type a user password. Then, type the user password again to confirm it.
   
   Important Passwords are case sensitive. For example, “MyPassword” and “mypassword” are treated as two different passwords.
5. Click Next.
6. Select the level of access for your user account, and then click Finish.

Note Some games require a user account that has Administrator level access to run.

If the problem continues to occur, continue to method 7.

Method 7: Install the game in safe mode

Windows Vista

Step 1: Start the System Configuration Utility

To start the System Configuration Utility in Windows Vista, click Start, type msconfig in the Open box, and then press ENTER.

If you are prompted for an administrator password or for a confirmation, type the password, or click Continue.

Step 2: Configure Windows Vista to start in safe mode

1. Click the Boot tab.
2. Under Boot options, click to select the Safe Boot check box.
3. Click OK and then click Restart.
4. When Windows Vista starts, log on by using the Administrator account.

Continue to step 3 to install the game.

Windows XP

Step 1: Start the System Configuration Utility

Note You must be logged on as an administrator or as a member of the Administrators group to finish these steps. If the computer is connected to a network, network policy settings may also prevent you from completing these steps. To gain access to safe mode, go to step 2.

To start the System Configuration Utility in Windows XP, click Start, click Run, type msconfig in the Open box, and then click OK.

Step 2: Configure Windows Vista to start in safe mode

1. Click the boot.ini tab.
2. Click to select the /SAFEBOOT check box.
3. Click Apply, and then click OK.
4. Restart the computer.
5. When Windows XP starts, select the Administrator account.

Continue to step 3.

Step 3: Install the game

1. Insert the game disc in the drive.
2. Click Express Install.
3. Follow the directions that appear on the screen to install the game.

If the problem continues to occur, continue to method 8.

Method 8: Check the hard disk for errors

To check the hard disk for errors, use the following method that is appropriate for the system.

Windows Vista

1. Click Start
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   , and then click Computer.
2. Right-click the hard disk that you want to check, and then click Properties.
3. On the Tools tab, in the Error-checking section, click Check Now.
4. Click to select the Automatically fix file system errors check box.
5. Click to select the Scan for and attempt recovery of bad sectors check box.
6. Click Start.

Windows XP or Windows 2000

1. Click Start, and then click My Computer.
2. Right-click the hard disk that you want to check, and then click Properties.
3. On the Tools tab, in the Error-checking section, click Check Now.
4. Click to select the Automatically fix file system errors check box.
5. Click the Scan for and attempt recovery of bad sectors check box.
6. Click Start.

Windows 98 or Windows Millennium Edition

1. Click Start, and then point to Programs.
2. Point to Accessories, and then point to System Tools.
3. Click ScanDisk.
4. Select the drive where the game is installed, and then click Start.

If the problem continues to occur, continue to Method 9.

Method 9: Defragment the hard disk

Note You can use the computer when Disk Defragmenter is running. However, the computer operates slowly during the defragmentation process and restarts if the contents of the drive change during the process.

Windows Vista

To resolve this issue, follow the steps in the appropriate section.

The computer is connected to the Internet

View the "Improve performance by defragmenting your hard disk" topic on the following Windows Online Help and Support Web site:

The computer is not connected to the Internet

View the "Improve performance by defragmenting your hard disk" topic in Windows Help and Support on the computer's hard disk by following these steps:

1. Click Start, and then click Help and Support.
2. In the Search Help box or in the Search online Help box, type Improve performance by defragmenting your hard disk, and then click Search Help.
3. In the list of topics, click Improve performance by defragmenting your hard disk.
4. Click the link that best describes the problem that you are experiencing.
5. Follow the suggestions to troubleshoot the problem that you are experiencing.

Windows XP, Windows 98, and Windows Millennium Edition

To defragment the hard disk drive, follow these steps:

1. Click Start, and then point to All Programs.
2. Point to Accessories, and then point to System Tools
3. Click Disk Defragmenter.
4. Select the drive where the game is installed, and then click Defragment.
   
   Note On Windows 98-based and Windows Millennium Edition-based computers, click OK.

If the problem continues to occur, continue to Method 10.

Method 10: How to troubleshoot CD issues in Windows

If the issue continues to occur, follow directions in the following knowledge base articles for the version of the operating system that you are using:

Obtain a replacement disc

To obtain a replacement disc from Microsoft, contact the Microsoft Order Desk at 1-800-360-7561.

For more information, click the following article number to view the article in the Microsoft Knowledge Base: