OFF2000: Error Message: "Internal Error 2351" or "Internal Error 2355" During Setup

ID: Q236437

The information in this article applies to:
  • Microsoft Office 2000
  • Microsoft Word 2000
  • Microsoft Access 2000
  • Microsoft PowerPoint 2000
  • Microsoft Excel 2000
  • Microsoft Outlook 2000

SYMPTOMS

When you run the Setup program for Microsoft Office 2000 or any Microsoft Office 2000 program, one or both of the following error messages may appear:

Internal Error 2351: Please contact product support for assistance.
-or-
Internal Error 2355: Please contact product support for assistance.
When you click OK, the Setup program continues. When Setup is complete, your operating system may not start correctly when you restart your computer.


CAUSE

This problem occurs if, for some reason, the Setup program is unable to extract one or more files from the cabinet files included on your Microsoft Office 2000 compact disc.

When you receive either of the error messages shown in the "Symptoms" section of this article, it is possible that a needed file may be removed from your computer's hard disk; if this is the case, your operating system may be unable to start correctly.


RESOLUTION

There are multiple workarounds that may be able to correct this problem. The following information explains the various workarounds that you can use. For maximum effectiveness, attempt these workarounds in the order in which they are listed below:

  1. If the Error Message Is Still on the Screen


  2. If Your Operating System Does Not Start Correctly


  3. Check for Alternate Installation Locations


  4. Slow Down the CD-ROM Drive (Windows 95, Windows 98 only)


  5. Install Internet Explorer 5


  6. Make a "Flat" Copy of the CD Contents


  7. Obtain and Install Service Pack 5 (Windows NT 4.0 only)


  8. Turn Off and/or Remove Anti-Virus Software


  9. Contact Microsoft Technical Support


If the Error Message Is Still on the Screen

If the error message is still on the screen, press and HOLD DOWN the ESC key on your keyboard until you receive one of the following messages: 

   Are you sure you want to cancel Office setup?
-or- 

   Are you sure you want to exit Office setup?


Click Yes to cancel or quit the Setup program. The Setup program will undo any changes that it has made to your computer. When the Setup program is complete, restart your computer, and make sure that your operating system starts correctly. If it does NOT start correctly, contact Microsoft Technical Support for assistance in repairing your operating system.

After you have verified that your operating system starts correctly, please proceed to "Check for Alternate Installation Locations".

If Your Operating System Does Not Start Correctly

If you clicked OK and continued to the end of Setup after receiving either of the error messages in the "Symptoms" section of this article, your operating system may not start correctly when you restart your computer. If this occurs, contact Microsoft Technical Support for assistance in repairing your operating system.

Please note that data loss should NOT occur if your operating system will not start; the Setup program does not affect any documents that you have stored on your computer's hard disk.

After you have verified that your operating system starts correctly, please proceed to the next step.

Check for Alternate Installation Locations

If your computer contains more than one CD-ROM-compatible drive (for example, another CD-ROM drive, or a DVD-ROM drive, or a CD-RW drive), and if you receive either of the error messages in the "Symptoms" section of this article, cancel Setup (using the steps shown in the "If the Error Message Is Still on the Screen" section) and then run Setup by inserting the compact disc into the secondary drive. In most cases, the problem does not occur when you run Setup using the secondary drive.

Or, if your computer is connected to a network, you may be able to share the Microsoft Office 2000 compact disc in another computer's CD-ROM drive. If you are able to share another computer's CD-ROM drive, insert the Microsoft Office 2000 compact disc into that drive, and from your workstation, connect to the other computer and run Setup.

For example, if the other computer's name is "server" and its CD-ROM drive is shared as "cdrom", use the following steps to run Setup from your computer:
  1. On the Start menu, click Run.


  2. In the Open edit box, type the following path:
    \\server\cdrom\setup.exe


  3. Click OK.


You should now be able to proceed normally through the Setup program. If not, please proceed to the next step.

Slow Down the CD-ROM Drive (Windows 95, Windows 98 only)

NOTE: If you are installing on a computer running Windows NT, you cannot perform this step. Please proceed to "Install Internet Explorer 5".

Slowing down your computer's CD-ROM drive may prevent this problem from occurring. To slow down the CD-ROM drive, do the following:
  1. Right-click My Computer. On the shortcut menu, click Properties.


  2. Select the Performance tab. Click File System.


  3. Select the CD-ROM tab. Move the Supplemental cache size slider all the way to the left. In the Optimize access pattern for list box, select No read-ahead.


  4. Select the Troubleshooting tab. Select ALL of the check boxes EXCEPT the Disable all 32-bit protected mode disk drivers check box.


  5. Click OK.


  6. Select the Device Manager tab.


  7. Click the plus sign (+) to the left of CDROM. Then select the CD-ROM drive that is listed (if more than one CD-ROM drive is listed, select the CD-ROM drive that you are using to run Setup). Click Properties.


  8. Select the Settings tab. If it is already selected, clear the DMA check box.


  9. Click OK. Then click Close. Click Yes to restart your computer.


After your computer has restarted, try running Setup again. If the problem still occurs, cancel Setup and proceed to the next step.

Install Internet Explorer 5

In some cases, installing Internet Explorer 5 before you install Microsoft Office 2000 may prevent the problem from occurring. To do this, insert the Microsoft Office 2000 compact disc into your CD-ROM drive. If Setup starts, cancel it. Then do the following:

  1. On the Start menu, click Run.


  2. In the Open edit box, type the following command line:
    <CD-ROM>:\Ie5\En\Ie5setup.exe
    where <CD-ROM> is the drive letter of your computer's CD-ROM drive.


  3. Click OK.


After Internet Explorer 5 has been installed, restart your computer. Then try running Setup again. If the problem occurs, cancel Setup, and proceed to the next step.

Make a "Flat" Copy of the CD Contents

You can create a "flat" copy of the contents of a compact disc by creating a folder on your computer's hard disk and copying the entire compact disc into the folder. After you have done this, you can then restart your computer in Safe Mode (Windows 95, Windows 98) or using Selective Startup (using the System Information Utility in Windows 98).

NOTE: When you create and use a "flat" copy of the contents of a compact disc, you must have sufficient disk space on your computer's hard drives to complete the installation of Microsoft Office 2000.
  1. Using Windows Explorer, create a folder on your computer's hard disk. If you have multiple hard drives available, use a hard drive where you will NOT be installing Microsoft Office 2000. For example, if you have three hard drives (C:, D:, and E:), and you plan to install Microsoft Office 2000 on C:, create the folder on either D: or E:.

    NOTE: You need up to 630 MB of free space on the hard drive where you are creating the folder, depending on which compact disc you are copying.


  2. Using Windows Explorer, copy the entire contents of your Microsoft Office 2000 compact disc into the folder you created in step 1.


  3. After all of the files have been copied, restart your computer in Safe Mode (Windows 95, Windows 98). If you are using Windows 98, you can use the System Configuration Utility included in System Information to start your computer using Selective Startup. (On the Start menu, point to Programs, point to Accessories, point to System Tools, and click System Information. Then click System Configuration Utility on the Tools menu.)


  4. When your computer has started in Safe Mode or Selective Startup mode, run Setup from the folder on your computer's hard drive.


If the problem still occurs, cancel Setup, and proceed to the next step.

NOTE: After the installation of Microsoft Office 2000 completes successfully, you can remove the "flat" copy of the contents of the compact disc from your computer's hard disk. If you run Microsoft Office 2000 Setup again, the Setup program will be able to use your Microsoft Office 2000 compact disc instead of the "flat" copy.

Obtain and Install Service Pack 5 (Windows NT 4.0 only)

NOTE: This step only applies if your computer is running Windows NT 4.0.

If you are running Setup on a computer with Windows NT 4.0, you may need to obtain and install Service Pack 5 for Windows NT 4.0. To do this, use your Web browser to go to the following address:
http://www.microsoft.com/windows/servicepacks/
After you have downloaded and installed the Service Pack and restarted your computer, try running Setup again. If the problem still occurs, cancel Setup, and proceed to the next step.

Turn Off and/or Remove Anti-Virus Software

It is possible that running anti-virus software may cause this problem to occur. If you have anti-virus software installed on your computer, you may need to turn off or even remove it before you can install Microsoft Office 2000. For instructions on how to do this, please consult your anti-virus software documentation, or contact your anti-virus software vendor.

After you have turned off or removed your anti-virus software, run Setup. If the problem still occurs, cancel Setup, and proceed to the next step.

NOTE: After you have completed this step, you can turn on or reinstall your anti-virus software at your convenience. Microsoft uses a comprehensive process to ensure that all Microsoft software is free of viruses. Because Microsoft Office 2000 ships only on compact disc, it is not possible for a virus to infect Office compact discs.

Contact Microsoft Technical Support

If you have proceeded through all of the above steps and are still unable to install any part of Microsoft Office 2000, please contact Microsoft Technical Support for further assistance. When you call, please have the following information available:
  • The make and model of your computer.


  • The make and model of your CD-ROM drive(s).


  • The origin of your Microsoft Office 2000 compact discs: retail, included with computer, and so on.


  • Whether Internet Explorer 5 has been installed successfully.


  • Whether you are using disk compression software such as DriveSpace on your computer.


  • The name(s) of any anti-virus software you may have had installed on your computer.


  • The make of CPU in your computer (Intel, AMD, Cyrix, etc.).



REFERENCES

For more articles about how to troubleshoot specific errors in Office Setup, click the link below:

Windows Installer Errors for Office 2000
For more articles with general information about how to troubleshoot Office errors, click the link below:
Troubleshooting Office 2000

Additional query words: OFF2000 2351/2355Error reboot

Keywords : kberrmsg kbdta xlwinsetup DTIR
Version : WINDOWS:2000
Platform : WINDOWS
Issue type : kbprb


Last Reviewed: January 13, 2000
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