Kernel32.dll and other error messages when you install Office 2000 products with Direct Memory Access (DMA) enabled on Windows 9

Kernel32.dll and other error messages when you install Office 2000 products with Direct Memory Access (DMA) enabled on Windows 95 or Windows 98

Article ID	:	190630
Last Review	:	November 16, 2004
Revision	:	1.0

This article was previously published under Q190630

SYMPTOMS

When installing any of the products listed at the beginning of this article on Microsoft Windows 95 or Microsoft Windows 98, you may receive the following error message:

This program has performed an illegal operation and will be shut down. If the problem persists, contact the program vendor.

If you click Details, you receive an error message similar to the following:

ACMSETUP caused an invalid page fault in module KERNEL32.DLL at 0177:bff7be97.

When installing Office 2000, you may experience the following symptoms:

•	You hear excessive CD-ROM drive noise when installing Office.
•	You receive one of the following error messages: • Error 1904 when Office 2000 Setup is finishing after the computer is restarted. • Error 1911 when Office 2000 Setup is finishing after the computer is restarted. • Installation Terminated Prematurely followed by: The I/O operation has been aborted because of either a thread exit or an application request.

CAUSE

This problem may occur when the following conditions are true:

•	Your computer is running Microsoft Windows 95 or Microsoft Windows 98. -and-
•	Your computer's CD-ROM drive is configured to use Direct Memory Access (DMA) in the Windows Device Manager.

WORKAROUND

To work around this problem, follow these steps.

Disable DMA for the CD-ROM

1.	Click Start, point to Settings, and then click Control Panel.
2.	Double-click the System icon, and then click the Device Manager tab.
3.	Select View Devices By Type and click the plus sign to the left of CDROM.
4.	Click the CD-ROM drive you want to change, and then click Properties.
5.	In the CD-ROM Drive Properties dialog box, click the Settings tab.
6.	In Settings, clear the DMA check box. Click OK.
7.	Close the System Properties window, restart the computer, and then try installing one of the products listed at the beginning of this article to ensure that the error does not appear.

If this does not solve your problem, you may need to use the following additional steps.

Disable DMA for the Disk drive(s)

1.	Click Start, point to Settings, and then click Control Panel.
2.	Double-click the System icon, and then click the Device Manager tab.
3.	Select View Devices By Type and click the plus sign to the left of Disk drives.
4.	Click the disk drive you want to change, and then click Properties.
5.	In the Disk Drive Properties dialog box, click the Settings tab.
6.	In Settings, clear the DMA check box. Click OK.
7.	Repeat steps 4 through 6 for each disk drive.

Delete Product Folder and Reinstall

1.	Delete the folder created during the installation of the product that you would like to install. For instance, if you were installing Microsoft Office 97, you would need to delete your C:/Program Files/Microsoft Office folder.
2.	Restart Windows 98. On the Windows Start menu, click Shutdown. Select Restart, and click OK.
3.	Install one of the products listed at the beginning of this article.

After the installation is complete, repeat the appropriate steps in the sections above to re-enable DMA.

MORE INFORMATION

As of August 15th 1998, Dell technical support began shipping a replacement part for laptop-based Toshiba 24x CD-ROM drives in the Dell Inspiron 3200 to fix a problem that can cause the "Kernel32" symptoms described in the "Symptoms" section of this article. Contact Dell technical support if you have any questions regarding this.

For information about how to contact Dell, query in the Knowledge Base for one of the following articles:

65416Hardware and software vendor contact information, A-K

60781Hardware and software vendor contact information, L-P

60782Hardware and software vendor contact information, Q-Z

The third-party products discussed here are manufactured by vendors independent of Microsoft; we make no warranty, implied or otherwise, regarding these products' performance or reliability.

For additional information, please see the following articles in the Microsoft Knowledge Base:

190517 Troubleshooting Office Kernel32.dll Errors Under Windows 98

188195 Toshiba Tecra 750 Computer with CD-ROM Drive Hangs When Starting

189113 Windows 98 Setup May Hang on Toshiba Tecra or Protege