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Resolve the Run-time Error '-2147221504 (80040000)'

Question:

When I double click on the Business Plan Pro icon, I receive a message which says:

Run-time Error '-2147221504 (80040000)': The plan you are opening requires files that are not installed. Please update your software and try again.

I've run the Diagnostic Test for the software and it did not help me to resolve the error message.

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Answer:

Take the following steps to reinstall the software to resolve the Run-time Error which you are encountering:

1. Remove the current installation
2. Download a registry cleaner file
3. Download the latest installer for your software
4. 'Clean Boot' your computer's operating system and install

Remove the current installation

1. Close any open programs.
2. Click Start, Settings, Control Panel then
3. Double click Add/Remove Programs.
4. Select Business Plan Pro and click Remove.
5. Click Application Manager(or Palo Alto Software's Application Manager) then click Remove.
6. Once finished, restart the PC.

Download a registry cleaner file:
Next, you'll need to use a registry file to remove any remaining pieces of the software from Windows.

1. Click the link below to download the utility which will remove the Windows Installer Registry information for our software from the Registry.
   remove_installers.exe
2. When prompted, choose to save the file to the Desktop of your computer.
3. Once downloaded, open the file or double click on it to launch the utility and then click the link for your version of the software.
4. If prompted by Windows click Yes to merge the information into the registry.
5. Click OK to the message which states that the registry information was successfully merged.

Download the latest installer for your software:

1. Go to our web site:
   http://www.paloalto.com/sw
2. Enter the product information requested and click Go.
3. Download the installer for your software. When prompted, choose to save the file to disk and direct the file to the desktop of your computer.

'Clean Boot' your computer's operating system and install:

1. Close any open programs
2. Click on Start > Run > type the following command and then click OK:
   MSCONFIG
3. Click on Selective Startup and then un-check the box for Load Startup Group items
4. Click Ok to save the changes and then restart your computer
5. Clear the Windows Temp files:
   1. Close any open programs and restart your computer
   2. Click on Start, then Run, type the following command into the Open: box and click OK.
      %TEMP%
   3. Click on Edit and then choose Select all
   4. Press Delete to delete all of the temporary files in the directory
6. Double click on the Installer program which was downloaded previously to install the software.
7. Once the software has been reinstalled, test the program while in a "clean boot" of the operating system to ensure that the software launches normally.
8. Once you have verified that the problem is resolved, return to the MSCONFIG utility, choose a Normal Startup, and restart the computer.

Note: If you are using Windows NT4.0 or 2000, you will be unable to 'Clean Boot' your operating system. In this situation you should restart your computer and use the Windows Task Manager to close down any background applications.

If the error continues to persist, we will need to gather some additional information from your computer.

1. Please click on the following link:
   http://www.paloalto.com/su/apptest.cfm
2. From this page, choose the link for your version of the software
3. Let the page load once the page has completely loaded, you will be able to click the Save Results to Desktop button at the top of the screen.
4. Once this is done loading, click the button at the top of the window that says Save Results to Desktop.

The steps above will create a file on the Desktop of your computer called report.xml. Once this is done, please send a copy of this file to: help@paloalto.com via email.