Encarta Encyclopedia
“Required .DLL file, SHRL30.DLL, was not found”

When customer’s call up getting the error message above (picture below), there are 2 possible fixes for this problem.


FIX #1 (Fixes the error when going to the shortcut under Start->Programs)

1.) Have the customer click on Start and then click on Programs and then click on Microsoft Encarta and then under there have them RIGHT CLICK on the Encarta Encyclopedia 2000 shortcut and left click on Properties.

2.) A dialog box should come up and they need to go under the Shortcut tab (not General). Under that tab, you will have information such as the Target location, etc. Have the customer look at the area labeled START IN. If there is anything in there, have the customer delete or backspace it out. In its place, you need the customer to type this in EXACTLY (spell it phonetically if you have to because one wrong letter or slash can mess this up).
“C:\Program Files\Common Files\Microsoft Shared\Reference Titles”


3.) Click on Apply and Then OK.

4.) Now click on the shortcut for Encarta Encyclopedia again. Customer should get no further error messages. Now proceed to fix #2 to fix error inserting the CD.

FIX #2 (Fixes the error when you insert the disk and it autoruns)

1.) Do a search (FIND FILES OR FOLDERS) for SHRL30.DLL and SHRPNL10.DLL (not case sensitive). It should locate these files under
“C:\Program Files\Common Files\Microsoft Shared\Reference Titles”

2.) Have the customer go to Edit and choose COPY after highlighting each file. Go to Start and click Run and type in System and then click on OK. This should bring up the Window’s System Folder. Go to Edit and click on Paste. This should paste the files in this folder. You do not have to check the properties of this file as they are copied from the hard drive not the CD-ROM.

3.) Now have the customer insert the Encarta disk (if already in, have them open and close the CD-ROM drive). Encarta should now come up with no more errors.






**NOTES OF INTEREST**
- Remember that anytime we copy and paste DLL files, when you uninstall a program, those files will not be removed as they are not referenced in a setup log of any sort. Therefore, if you do the second fix (as you should), you need to log that you copied those files along with their names, so that in the future if the customer needs to remove all unnecessary files from his system, there will be a log on it.
- If neither fix works, might need to fully uninstall Encarta. To do this you need to Remove it through Add/Remove programs and then Delete all registry entries for Encarta (usually called Microsoft Reference). Then go through Windows Explorer and Delete the Microsoft Encarta Encyclopedia folder under C:\Program Files\Microsoft Reference (DO NOT DELETE THE REFERENCE FOLDER AS THEY MIGHT HAVE BOOKSHELF….BOOKSHELF GOES THERE TOO). Then go out to C:\Program Files\Common Files\Microsoft Shared\ and delete the Reference Titles folder (the WHOLE folder).
- If you are still having problems contact the mentor line and let us know. Call MAY need to be escalated. Do not do so until given permission.