How to troubleshoot Internet Explorer 7 installation problems

How to troubleshoot Internet Explorer 7 installation problems

Article ID : 953093
Last Review : May 14, 2008
Revision : 1.5
INTRODUCTION

If you need to troubleshoot Internet Explorer 7 installation problems, you are in the right place.

Let’s get started troubleshooting Internet Explorer 7 installation problems.

SPECIAL NOTE FOR PEOPLE WHO REACHED THIS ARTICLE BY CLICKING AN ICON ON THE DESKTOP

If you clicked this icon thinking that it would open your home page in Internet Explorer, you are in the wrong place. Go to the Why do I have an icon leading to this page on my desktop and how do I delete it? section for more information.

SYMPTOMS OF THE PROBLEM

When you try to install Internet Explorer 7, the installation wizard finishes. However, you receive the following error message:

Internet Explorer 7 could not be installed. You must restart your system to confirm that any changes to your system are undone.

After you restart, follow the “Internet Explorer Troubleshooting” shortcut on your desktop to get more information.

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TROUBLESHOOTING METHOD FOR ALL SKILL LEVELS

To troubleshoot the problem, follow these three steps in order:

• Step 1: Use Windows Update to update Windows and Internet Explorer
• Step 2: Scan your computer for malware
• Step 3: Try installing Internet Explorer 7 again

The Step-by-step instructions section below contains detailed instructions about how to perform these steps.

You might need to restart your computer for some of these troubleshooting methods. If you restart your computer, the content that you are now viewing will no longer be displayed.

You might find it easier to follow these steps if you print this article first. Or, you can return to this page after your computer restarts. You can use the Internet Explorer Troubleshooting icon on your desktop to return to this page. If you’re not sure if you have this icon, you can create a shortcut to this Web page on your desktop so that you can easily return to this page by double-clicking the shortcut. To create a shortcut to this Web page on your desktop, follow these steps:

1. Right-click this page, and then click Create Shortcut.
2. In the Internet Explorer dialog box, click Yes to create a shortcut on your desktop.

Step-by-step instructions

Step 1: Use Windows Update to update Windows and Internet Explorer

a. Start Windows Update and check for updates. If you need the steps, here they are.

1. In Internet Explorer, visit the following Microsoft Web site:

http://windowsupdate.microsoft.com/ (http://windowsupdate.microsoft.com/)
2. To check for important updates, click Express.

Note If you receive an error message when you visit Windows Update, go to the How do I troubleshoot Windows Update issues? section to solve the Windows Update issues first.

b. Install all important updates. If you need the steps, here they are.

1. If any important updates are available for your computer, install them. To do this, click Install updates.
2. If you are prompted to restart your computer after all the updates are installed, restart your computer.

Important You might have to restart your computer after you install certain updates. When you restart your computer, the content that you are now viewing will no longer be displayed. So, before you continue, you might find it helpful to print this article.

c. Repeat this step until you receive a page that contains the following text:

No high-priority updates for your computer are available

After you see this page, go to Step 2.

Step 2: Scan your computer for malware

How you scan your computer for malware depends on the malware-protection programs that you have.

Important If you use your own antivirus and antimalware software, update the antivirus and antimalware definition files before you scan your computer.

If you do not know how to update your antivirus and antimalware definition files or if you do not know how to scan your computer, an easy and free way to do this is to use the Windows Live OneCare safety scanner. To use the Windows Live OneCare safety scanner, follow these steps:

a. In Internet Explorer, visit the following Microsoft Web site:

http://onecare.live.com/scan (http://onecare.live.com/scan)
b. Click Full Service Scan.

Note The behavior that you will see on the Windows Live OneCare Web page might be a bit different from what we describe here, but basically this is what will happen. The Windows Live OneCare safety scanner is downloaded and installed on your computer the first time that you perform a scan. The scanner will inspect your computer. Then, it will give you results and recommendations when the scan is finished. This might take a while, so be prepared for that.

Note If you currently have no malware-protection programs, you can download a 90-day free trial of Windows Live OneCare. To do this, click Download free trial under Get continuous protection for your PC with Windows Live OneCare on the Windows Live OneCare Web page.

Step 3: Try installing Internet Explorer 7 again

Try installing Internet Explorer 7 again. To download Internet Explorer 7, visit the following Microsoft Web site:

http://www.microsoft.com/windows/ie/downloads/default.mspx (http://www.microsoft.com/windows/ie/downloads/default.mspx)

If you can install Internet Explorer 7

If you can install Internet Explorer 7, you have solved your problem. The cause of the problem was either that you were missing an update or that malware, such as a virus or spyware, had somehow gotten on your computer.

You can also now safely delete the shortcuts to this content. To delete the icons, right-click an icon, and then click Delete.

If you still cannot install Internet Explorer 7

If you still cannot install Internet Explorer 7, you have a decision to make. Would you mind trying some advanced troubleshooting on your own or would you rather ask someone you know for help or contact support (http://support.microsoft.com/contactus)?

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TROUBLESHOOTING METHODS FOR ADVANCED USERS

Advanced method 1: Temporarily disable programs that might prevent installation

Important These steps may increase your security risk. These steps may also make the computer or the network more vulnerable to attack by malicious users or by malicious software such as viruses. We recommend the process that this article describes to enable programs to operate as they are designed to or to implement specific program capabilities. Before you make these changes, we recommend that you evaluate the risks that are associated with implementing this process in your particular environment. If you decide to implement this process, take any appropriate additional steps to help protect the system. We recommend that you use this process only if you really require this process.

1. Temporarily disable any programs that may be preventing Internet Explorer 7 from updating system files or the registry. Some examples are security programs such as some antivirus or antispyware programs.

a. Locate the antivirus or the antispyware icon in the notification area. You can find the notification area at the lower-right side of your screen near the clock. The notification area displays the icons of the programs that you are currently running. When you move your pointer over the icons, Windows displays the name of the program.
b. Right-click the antivirus or the antispyware icon, and then click Disable Auto-Protect. A red X will appear over the icon in the notification area to show that the application is now disabled.

Note Antivirus and antispyware programs work differently. If the previous steps did not help you disable your program, you may have to look in the antivirus program’s Help system for steps about how to do this task. Also, you can usually find the steps to disable the antivirus program on the Internet. To find the steps to disable the program by using your favorite Internet search engine, type disable virus scan, type the name of your antivirus program, and then click Search.

2. Install Internet Explorer 7.

Note If the installation wizard never finishes, you are experiencing a different problem than the problem that this article describes. For more information about how to resolve the problem that the installation wizard never finishes, click the following article number to view the article in the Microsoft Knowledge Base:

926716 (/Feedback.aspx?kbNumber=926716/) The Windows Internet Explorer 7 installation program stops responding when you select the Install the latest updates for Internet Explorer and the Microsoft Windows Malicious Software Removal Tool (recommended) check box
3. Turn on (re-enable) the antivirus or the antispyware program. To do this, right-click the antivirus or the antispyware icon in the notification area, and then click Enable.

Antivirus and antispyware products protect the system from computer viruses and malicious attacks. Because new viruses are created every day, and the system is susceptible at any time, it is important to keep the antivirus and the antispyware products turned on (enabled).

Advanced method 2: Reset permissions for any unwriteable registry subkeys

1. Determine whether a problem is preventing the registry from being updated:

a. Click Start , click Run , type %windir% ie7.log , and then click OK to open the ie7.log file.

Note By default, the ie7.log file is located in the C: Windows folder.

b. Press CTRL+END to move to the end of the ie7.log file.
c. On the Edit menu, click Find.
d. In the Find what box, type IECUSTOM: Key is still unwriteable.
e. Under Direction , click Up , and then click Find Next.

If you find the Key is still unwriteable text, a problem is preventing the registry from being updated. For example, text that resembles the following in the log file indicates that a problem exists:

time_stamp: IECUSTOM: Key is still unwriteable registry_subkey

In this example, registry_subkey is the name of the registry subkey that is causing the problem.

If you do not find the Key is still unwriteable text in the ie7.log file, go to Step 2 for additional troubleshooting steps.

2. Reset the registry permissions for the registry subkey that has the incorrect permissions. To update the permissions of the registry subkey, follow these steps:

a. Click Start , click Run , type regedit , and then click OK.
b. Locate and then right-click each registry subkey that you noted in Step 1e, and then click Permissions on the Edit menu.

Note The ie7.log file contains the following abbreviations:

• HKCR= HKEY_CLASSES_ROOT
• HKLM= HKEY_LOCAL_MACHINE
• HKCU= HKEY_CURRENT_USER
c. Under Group or user names , click Administrators.
d. Under Permissions for Administrators , make sure that the Allow check box is selected for the following entries:

• Full Control
• Read

Make sure that the Deny check box is not selected for any users or groups.

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

310426 (/Feedback.aspx?kbNumber=310426/) How to set or change registry editing permissions in Windows XP or in Windows Server 2003
e. Click Apply , and then click OK.
f. On the File menu, click Exit.
g. Try to install Internet Explorer 7 again. You may have to repeat these steps if there are other keys that have permissions that prevent Internet Explorer 7 from installing.

Advanced method 3: Check for any files that cannot be backed up or updated

1. Determine whether a problem is preventing the files from being backed up or updated. To do this, follow these steps:

a. Click Start , click Run , type %windir% ie7.log , and then click OK to open the ie7.log file.

Note By default, the ie7.log file is located in the C: Windows folder.

b. Press CTRL+END to move to the end of the ie7.log file.
c. On the Edit menu, click Find.
d. In the Find what box, type ArchiveFileForUninstall:ArchiveSingleFile Cancelled.
e. Under Direction , click Up , and then click Find Next.

If you find the ArchiveFileForUninstall:ArchiveSingleFile Cancelled text, this indicates that there is a problem that is preventing an IE6 file from being saved for uninstall. For example, text that resembles the following in the log file indicates that there is a problem:

Time_stamp: ArchiveFileForUninstall:ArchiveSingleFile Cancelled
Time_stamp: DoInstallation:UpdSpCommitFileQueue for AlwaysQueue Failed: 0x4c7

If you do not find the ArchiveFileForUninstall:ArchiveSingleFile Cancelled text in the ie7.log file, use Method 4 for additional troubleshooting steps.

2. Reset the permissions for the Vgx.dll file. To set the permissions of the file to the default settings, click Start , click Run , type cmd , and then click OK. At command prompt, type one of the following commands, and then press ENTER:

• If you are running Windows XP, type the following command:

echo y| cacls%CommonProgramFiles% Microsoft Shared VGX vgx.dll /P BUILTIN Users:RBUILTIN Power Users:C BUILTIN Administrators:FNT AUTHORITY SYSTEM:F
• If you are running Windows Server 2003, type the following command:

echo y| cacls%CommonProgramFiles% Microsoft Shared VGX vgx.dll /P BUILTIN Users:RBUILTIN Power Users:C BUILTIN Administrators:FNT AUTHORITY SYSTEM:FNT AUTHORITY TERMINAL SERVER USER:C
3. Try installing Internet Explorer 7. If Internet Explorer cannot be installed, check the log file again by following the steps in Method 2. If the log file shows a problem, repeat all the steps in this method.
4. If you repeat the process and Internet Explorer 7 still cannot be installed, but the log file is clean, go to the next troubleshooting method.

Advanced method 4: Reregister Cryptographic Services files

Use this method if you receive an error message about the Cryptographic Services that resembles the following error message:

Setup could not verify the integrity of the file Update.inf. Make sure that the Cryptographic service is running on this computer

For more information about what to do if you receive this error message, click the following article number to view the article in the Microsoft Knowledge Base:

822798 (/Feedback.aspx?kbNumber=822798/) You cannot install some updates or programs

If the problem still occurs after you follow the steps in Microsoft Knowledge Base article 822798, your installation package may be corrupted. To resolve this problem and download Internet Explorer 7 again, visit the following Microsoft Web site:

http://go.microsoft.com/fwlink/?LinkID=72018 (http://go.microsoft.com/fwlink/?LinkID=72018)

Note If you still have problems, you might want to ask someone for help or contact support. For information about how to contact support, visit the following Microsoft Web site:

http://support.microsoft.com/contactus (http://support.microsoft.com/contactus)

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MORE INFORMATION

If no methods in this article resolved your problem, visit the following Internet Explorer 7 Support Web page:

http://www.microsoft.com/windows/ie/support/default.mspx (http://www.microsoft.com/windows/ie/support/default.mspx)

You can also find additional information, bug reporting methods, support information for Internet Explorer 7 by visiting the Internet Explorer Support Web page.

The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, about the performance or reliability of these products.

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SIMILAR PROBLEMS AND RESOLUTIONS

Self-help steps for beginning to intermediate computer users are available to troubleshoot similar problems at the following Microsoft Web site:

Internet Explorer stops responding, stops working, or restarts (http://support.microsoft.com/gp/pc_ie_intro)

If you are still having problems, you may be having a different problem. For more information, click the following article numbers to view the articles in the Microsoft Knowledge Base:

945385 (/Feedback.aspx?kbNumber=945385/) A blank Web page is displayed when you start Internet Explorer 7
926716 (/Feedback.aspx?kbNumber=926716/) The Windows Internet Explorer 7 installation program stops responding when you select the Install the latest updates for Internet Explorer and the Microsoft Windows Malicious Software Removal Tool (recommended) check box

If these articles do not help you resolve the problem or if you experience symptoms that differ from those that are described in this article, search the Microsoft Knowledge Base for more information. To search the Microsoft Knowledge Base, visit the following Microsoft Web site:

http://support.microsoft.com/ (http://support.microsoft.com/)

Then, type the text of the error message that you receive, or type a description of the problem in the Search Support (KB) box.

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

920082 (/Feedback.aspx?kbNumber=920082/) Problems that may occur if you are using a beta version of Windows Internet Explorer 7

For more information about the Windows Internet Explorer 7 Solution Center, visit the following Microsoft Web site:

http://support.microsoft.com/ph/8722 (http://support.microsoft.com/ph/8722)

Why do I have an icon leading to this page on my desktop and how do I delete it?

When Windows Internet Explorer 7 is not installed successfully on your computer, the Internet Explorer 7 Setup program puts an icon on your desktop. This icon links you to this article about how to troubleshoot Internet Explorer 7 installation problems. So if you clicked this icon thinking that it would open your home page in Internet Explorer, you might be in the wrong place. There are two things you can do. You can delete this icon from your desktop. Or, you can troubleshoot to make sure that Internet Explorer 7 is successfully installed.

To delete the Internet Explorer Troubleshooting icon from your desktop, right-click the icon, and then click Delete. To troubleshoot Internet Explorer 7 installation issues, click here.

If you are not sure whether Internet Explorer 7 is installed on your computer, you can click About Internet Explorer on the Help menu in Internet Explorer. The About Internet Explorer dialog box shows the version number of Internet Explorer that is currently installed on your computer.

To start Internet Explorer 7 in the future, use the Internet Explorer command on the Start menu, or use whatever other method that you usually use to start Internet Explorer.

How do I troubleshoot Windows Update issues?

If you received an error message when you visited Windows Update, you must first resolve the Windows Update error message before you can continue with the methods described in this article. Search for more information about the error message on the following Microsoft Web site:

http://update.microsoft.com/microsoftupdate/v6/troubleshoot.aspx?ln=en-us (http://update.microsoft.com/microsoftupdate/v6/troubleshoot.aspx?ln=en-us)

If the error message that you received is not listed on the Microsoft Update site or if you experienced some other problem with Windows Update, we recommend that you ask someone you know for help or that you contact support. For more information about contacting support, visit the following Microsoft Web site:

http://support.microsoft.com/ph/6527 (http://support.microsoft.com/ph/6527)

On this Web page, click Contacts, and then click the appropriate link under Support professionals (by issue).

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STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the Applies to section.

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APPLIES TO
• Windows Internet Explorer 7

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Keywords: 
kbresolve kbexpertisebeginner kbceip kbtshoot kbprb KB953093

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Microsoft Knowledge Base Article

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