Occasionally a problem occurs with Office Setup, and an
error message may or may not appear. In either case, you may need to use a
Setup log file as one of your tools to narrow down the issue.
article discusses a few techniques for interpreting the information contained
in Setup log files. The topics are listed in the order in which you want to use
each technique. This article does not cover every situation you may encounter,
but it discusses several examples in which the Setup issue is resolved by
interpreting a Setup log file.
How to Create a Log File
By default, Office Setup creates two log files during the
installation process, one for Setup.exe and one for the Windows Installer
(Msiexec.exe). The log files are created in your \Temp folder and have names
similar to the following:
Log file for Log file name
Setup.exe Office 2000 <edition> Setup(####).txt
Windows Installer Office 2000 <edition> Setup(####)_MsiExec.txt
> is the edition of Office you are installing. For example,
these files may be:
Office 2000 Premium Setup(0002).txt
Office 2000 Premium Setup(0002)_MsiExec.txt
The #### characters in the log file names are numbers beginning
with 0002. They increment by 2 if you have to run Setup multiple times. So the
log file with the highest number is the log file for the last time you ran
If you want to create a very detailed Windows Installer log
file, you can use the verbose parameter v for the /L switch. If you create a
verbose log, however, the default Setup log becomes an abbreviated version, and
the default Windows Installer log file is not created.
For additional information about Setup
logging options, click the following article number to view the article in the
Microsoft Knowledge Base:
OFF2000: How to Customize Office Setup Logging Options
How to Interpret Log Files
Depending on the problem you are experiencing, you may need to
view the Setup log, the Windows Installer log, or a verbose log.
Setup Log Files
The log file for Setup.exe is very short compared with the
Windows Installer log file. This is because the number of tasks performed by
Setup.exe is limited to items like:
- Reading the Setup.ini file.
- Parsing the command line for properties and switches that
need to be passed to the Windows Installer.
- Verifying that the correct operating system and service
pack are being used.
- Checking the version of the Msi.dll file.
- Starting Instmsi(w).exe to install the Windows Installer
- Checking the version of Internet Explorer.
- Checking the version of the Tahoma and TahomaBD
One job of Setup.exe is to install the Windows Installer. If
this process fails, Setup.exe cannot hand over control to Msiexec.exe, the main
Windows Installer executable. The following are some of the error messages that
may appear during Setup when there is a problem installing the Windows
Installing this product requires the Windows
Installer. An error occurred when installing or upgrading the Windows
The Windows Installer on your
system was updated. You need to reboot to complete this update. After your
system restarts, re-run setup to continue Microsoft Office 2000 setup.
In this case, you should look at the Setup log first. If you receive
either of these error messages, you may see text similar to the following in
the log, respectively:
Package to install:
Loading MSI Library....
.. failed, error = 1157
Pre-released IE 5 is not installed
E:\msi\instmsi.exe /q /r:n
E:\msi\instmsi.exe /q /r:n exit status = 1620
This call to Instmsi.exe failed because the line that follows a
successful running of Instmsi.exe should be
Trying to get version of G:\OFFICE2000\CD1_ADMIN_IMAGE\msi\instmsi.exe
.. failed, error = 3
This action failed to get the version of Instmsi.exe on a network
share. There may be network problems, Instmsi.exe may be corrupted on the
network share, or you may have a software conflict with Setup.
a list of standard actions of the Windows Installer and their descriptions,
please browse to the following Web site: Note
If you do not have the Msi.dll file on your computer when you run
Setup.exe, you always see "error = 1157" in the Setup log file. This can be
ignored in most cases, because the next step in Setup is to run Instmsi.exe,
which installs Msi.dll and the other Windows Installer files.
For additional information
about these issues, click the following article number to view the article in
the Microsoft Knowledge Base:
OFF2000: Error Message When You Install or Upgrade the Windows Installer
OFF2000: Setup Repeatedly Prompts to Restart After Updating Windows Installer
If you suspect problems
with the command-line properties and switches you are using, these items are
also listed in the Setup log file. For example, if you use the following
command line to run Setup:
f:\Setup.exe companyname="my company" /qb
the following text is included in the Setup log:
companyname="my company" /qb
Adding property...companyname="my company"
Recognized command line switch: qb
C:\WINDOWS\SYSTEM\msiexec.exe /qb /I F:\data1.msi /Lpiwae
"C:\WINDOWS\TEMP\Office 2000 Premium Setup(0002)_MsiExec.txt"
Successfully launched MsiExec....
Setup.exe does not really use these command-line switches and
properties; it just passes them on to Msiexec.exe (the Windows
If you do not see any problems or errors in the Setup log
and the log ends with:
Successfully launched MsiExec....
then you need to take a look at the Windows Installer log.
Windows Installer Log
The log for the Windows Installer is significantly larger than
the log for Setup and can appear to be unreadable at first. However, the
following guidelines can help you narrow down the issue.
- If you receive an error message during Setup, search for
the error number in the log file. For example, if you receive "Internal Error
2343" during Setup, search for "2343" in the log. You may find text similar to
The key text in these log entries is "SetNotesDir", which confirms that
you are encountering the issue described in the following Microsoft Knowledge
Action start 0:18:28: SetNotesDir.
MSI (c) (AF:BF): Note: 1: 2343
Internal Error 2343: Please contact product support for assistance.
MSI (c) (AF:BF): Product: Microsoft Office 2000 Premium -- Internal Error
2343: Please contact product support for assistance.
Action ended 0:18:31: SetNotesDir. Return value 3.
Action ended 0:18:31: INSTALL. Return value 3.
Action ended 0:18:31: ExecuteAction. Return value 3.
MSI (c) (AF:BF): Doing action: FatalError
Action start 0:18:31: FatalError.
Action 0:18:31: FatalError. Dialog created
Action ended 0:18:32: FatalError. Return value 2.
Action ended 0:18:32: INSTALL. Return value 3.
in this case is that you uninstalled Lotus Notes, and it left behind some
registry entries that the Installer cannot resolve. 228668
OFF2000: Internal Error 2343 During Setup
Note You may find an error number that does not match a known issue in
the Microsoft Knowledge Base.
- If the Microsoft Knowledge Base does not have an article
matching your specific error message, try the following steps to diagnose the
- Search the log file for the error number.
- Read each line up from the line with the error number.
Usually you encounter a line that failed, with the ultimate result being a
For example, a log file was searched for "2735". The
following text was located at/above the line with the 2735 error:
Looking at this text, you see that Setup failed on the call to
AddLocalAlwaysInstalled. This is a fairly generic call, but the next line
concerning the Msi.dll file is one that actually means the most. This is a key
Windows Installer file, and it may mean that the Windows Installer needs to be
Action start 19:07:09: AddLocalAlwaysInstalled.
Exception code: C0000006 IN_PAGE_ERROR
EAX:00000046 EBX:8159728C ECX:100023C0 EDX:00000046 ESI:00E41FB8
CS:EIP:0137:3F0A2A0C SS:ESP:013F:0116FF64 EBP:0116FFC8
DS:013F ES:013F FS:0E37 GS:0000
3F0A2A0C 0116FF60 0x3f0a2a0c
-- 0x00000046 0x10013618 0x00000003 0x3F023355
Internal Error 2735: Please contact product support for assistance.
It may also mean that you are having a software
conflict. Make sure to turn off any antivirus software that is running and all
unnecessary applications that may be running in the background. Please see the
following two Microsoft Knowledge Base articles for information about how to
minimize problems during Setup:
Troubleshooting Office 2000 Kernel32.dll errors under Windows 95
OFF2000: Troubleshooting Office Kernel32.dll Errors Under Windows 98
- All log files contain one or more errors that usually can
be ignored. The following errors may appear in any log file and typically do
not indicate a Setup problem:
information, click the following article number to view the article in the
Microsoft Knowledge Base:
Internal Error 2898: Please contact product support for assistance.
Internal Error 2826: Please contact product support for assistance.
Internal Error 2726: Please contact product support for assistance.
OFF2000: Error Message Log File Always Contains "Internal Error 2898: Please Contact Product Support for Assistance"
- Sometimes Setup fails but no error number appears. Instead
you receive a Setup error message similar to the following:
In a situation like this, you must search the log file more
Installation ended prematurely because of an error.
- One thing to search for is the string "Note". In one
case where Setup generated the "Installation ended prematurely because of an
error" message, the following text was located in a search for "Note":
There are actually many instances of "Note" in the log file. However,
the third line down from "Note" in this one contains the text "Return value 3".
If you see any line in the log file where the "Return value" is anything other
than 1, you should focus on Setup activities in this area of the log.
MSI (s) (AF:C0): Note: 1: 2318 2: H:\data1.msi
MSI (s) (AF:C0): MainEngineThread is returning 1603
MSI (c) (BB:93): Back from server. Return value: 1603
Action ended 19:53:03: ExecuteAction. Return value 3.
MSI (c) (BB:93): Doing action: FatalError
Action start 19:53:03: FatalError.
The other thing to remember about log entries containing "Note" is that the
four-digit number following "Note" can be mapped directly to the Windows
Installer errors listed in the Knowledge Base articles cited earlier in this
additional information about this specific case, click the following article
number to view the article in the Microsoft Knowledge Base:
OFF2000: "Installation Ended Prematurely Because of an Error" When You Run Office Setup
- Another string to search for in the log file is
"FatalError". In the previous log file example (Note 2318), a line contains
"FatalError" after the line with "Return Value 3". This is clearly the area
where you should focus your troubleshooting for that particular Setup
However, there are times when "FatalError" does not follow a
line with "Return Value 3". In the following text taken from a log file,
"FatalError" precedes "Return Value 3":
In this case, searching the log file for "FatalError" shows you that
Office Setup is having a problem with a custom action (CARunCostIE5) that
determines how much disk space Internet Explorer 5 requires. So you want to
focus your troubleshooting on items like the following:
Action start 9:26:59: CARunCostIE5.
Action ended 9:26:59: CARunCostIE5. Return value 3.
Action start 9:26:59: FatalError.
Action 9:26:59: FatalError. Dialog created
Action ended 9:28:41: FatalError. Return value 2.
Action ended 9:28:41: INSTALL. Return value 3.
For more information about this specific issue, please
see the following article in the Microsoft Knowledge Base:
- Is Internet Explorer 5 installed? If so, does a
repair operation fix any problems?
- Are you installing Office from a network drive? If
so, are there any spaces in the path to the \IE5 folder in the root of the
Office share? Does the \IE5 folder exist in the root of the Office share? Has
the \IE5 folder been renamed? If so, rename it back to IE5.
- Are you using a transform with custom Internet
Explorer 5 settings? If so, does Setup work without the transform?
OFF2000: "Installation Ended Prematurely Because of an Error" Message When Setup Cannot Find IE5 Folder
- Sometimes when reviewing a log file, you do not find
"Note", "FatalError", or an error number. Instead you may see text similar to
In this case, Setup is having a problem applying a transform because it
is using the path to the transform C:\\Desktop.mst. For more information about
this issue, please see the following article in the Microsoft Knowledge Base:
1: 2203 2: C:\\Desktop.mst 3: -2147024843
Error applying transforms. Verify that the specified transform paths are valid.
OFF2000: "Error Applying Transforms" Message When You Run Setup from a Hyperlink
Verbose Log Files
All of the techniques listed in the "Windows Installer Log"
section can be used on verbose log files. However, verbose logging increases
Setup times, so you should only use verbose logging if you are having Setup
problems that cannot be diagnosed with a default log file.