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May 26, 2005

Troubleshoot installation problems (Adobe Creative Suite 2.0 on Mac OS X)

Source: Creative Suite Support Knowledgebase

What’s covered:
Beginning troubleshooting
Intermediate troubleshooting
Advanced troubleshooting

This document can help you resolve errors or freezes that occur while you install Adobe Creative Suite 2.0 on Mac OS X. System errors can manifest themselves in many different ways, including (but not limited to) the following:

– A blank or flickering dialog box

– A frozen cursor or screen

– An error such as: “The application ‘Adobe Creative Suite 2′ has unexpectedly quit. The system and other applications have not been affected.”

Note: This document doesn’t address problems related to serial numbers. For these problems, contact Adobe Customer Services at 800-833-6687 (U.S. and Canada only). For Customer Service in other countries, visit the Adobe website at www.adobe.com , choose your country or region from the pop-up menu at the top of the page, and then click Contact Us.

Different factors can interfere with the installation of Adobe Creative Suite on Mac OS X, including conflicts among device drivers, software, hardware, and corrupt elements in specific files. System variables can also interfere with installation. To get the most from this document, perform the tasks in order. Keep a log of the tasks you perform and the results of each, including errors or problematic behavior. (You can download a log from www.adobe.com/support/pdfs/ts_log.pdf , or you can create your own.) Adobe Technical Support can use this information to better assist you, if you need to call.

Beginning troubleshooting

The tasks in this section can help you resolve the most common installation problems. Before performing any of these tasks, back up all personal files. Always restart the computer after a system error occurs to refresh its memory. Continuing to work without restarting the computer may compound the problem.

To install Adobe Creative Suite, and to perform most of the following troubleshooting tasks, you must have administrator privileges.

To log in as a user with access privileges:

1. From the Apple menu, choose Log Out.

2. Click Log Out when the system returns the message “Are you sure you want to quit all applications and log out now?”

3. When the log in screen appears, select a user with access privileges, type the appropriate password, and then press Return.

Note: If your computer is set to automatically log you in at startup, but you want to start as another user, hold down the Shift key after the Mac OS X Startup Screen appears and release it when the login screen appears. If you don’t have access to an account with administrator privileges, contact your system administrator.

1. Make sure that the system meets the requirements for Adobe Creative Suite 2.0.

Adobe Creative Suite 2.0 may not install correctly if your system doesn’t meet the following minimum requirements:

– PowerPC G4, or G5 processor

– Mac OS X v10.2.8-10.3.8 with Java Runtime Environment 1.4.1

– 384 MB of RAM* to run any one component with Adobe Bridge and Version Cue Workspace

– Additional RAM required to run multiple applications simultaneously (512 MB-1 GB recommended)

– 3 GB (4 GB for the Premium version) of available hard-disk space to install all applications

– 1,024 x 768 monitor resolution with 16-bit or greater video card (24-bit screen display recommended)

– CD-ROM drive

– For Adobe PostScript printing: PostScript Level 2 or PostScript 3 printer

– Internet or phone connection required for product activation

– Broadband internet connection required for Adobe Stock Photos and additional services

– QuickTime 6.5 required for multimedia features

*To check how much RAM is installed, choose About This Mac from the Apple menu. The Memory value indicates the amount of installed RAM.

2. Delete previously installed application files.

You should perform these steps after each failed installation to avoid further problems that partially installed components can cause.

To delete files from a previous Adobe Creative Suite 2 installation attempt:

1. Check to see if the following folders are installed in the Applications folder or other location:

– Adobe Acrobat 7.0 Professional

– Adobe Bridge

– Adobe Creative Suite 2

– Adobe GoLive CS 2

– Adobe Help Center

– Adobe Illustrator CS 2

– Adobe InDesign CS 2

– Adobe Photoshop CS 2

– Adobe Version Cue 2

2. Drag each application folder to the Trash.

3. If you don’t have other Adobe applications installed on your computer, open the Library/Application Support folder, and drag the Adobe folder to the Trash.

4. Empty the Trash. If you receive a message that a file is in use and can’t be deleted, restart the computer, then empty the trash.

3. Install Adobe Creative Suite while no other applications are running.

To maximize available RAM and reduce the chance that another application may conflict with Adobe Creative Suite, quit any open applications, and then reinstall.

4. Check the installation CDs and CD-ROM drive.

Sometimes dust or dirt on a CD can interfere with an installation and prevent your CD-ROM drive from recognizing the media. Examine the Adobe Creative Suite 2.0 installation CDs for dirt, dust, or fingerprints. Gently wipe the bottom of the disc from the center outward with a soft, lint-free cloth.

Verify that the CD drive can read other CDs. If it can’t, examine the disc caddy or loading tray for dirt and clean it with a lint-free cloth. If it still can’t read other CDs, contact the drive manufacturer or Apple Computer.

5. Install Adobe Creative Suite with the Login Items disabled for the user account.

To disable nonessential applications located in the user accounts Login Items folder: Press Shift while you restart the computer. Pressing Shift disables any applications that are in the Login Items folder.

6. Install Adobe Creative Suite from within a new user account.

Occasionally, a user account can become corrupted and prevent the installer from accessing or creating the necessary files and folders. Create a new account, log in to the new account, and then try to install or run the Adobe application.

To create a new user account in Mac OS X v10.3.x:

1. From the Apple menu, choose System Preferences.

2. Click Accounts.

3. Click the plus sign (+) in the lower left corner.

4. Type a user name and password that you’ll remember, such as test .

5. Click the Security tab and select Allow User To Administer This Computer to give the new account administrative privileges.

6. Close the Accounts window.

7. Choose Log Out from the Apple menu.

To create a new user account in Mac OS X v10.2.8:

1. From the Apple menu, choose System Preferences.

2. From the View menu, choose Users, and then click New User.

3. Type a user name, such as test .

4. Click the Password tab, and then type a password that you’ll remember, such as test .

5. Select Allow User To Administer This Computer to give the new account administratrative privileges.

5. Click OK and close the Accounts window.

6. Choose Log Out from the Apple menu.

Intermediate troubleshooting

Work through these tasks to resolve issues that occur when you install Adobe Creative Suite.

7. Use the Console utility to identify software conflicts.

If the problem causes the installer to freeze, the Console utility can identify software that causes the conflict.

To use the Console utility in Mac OS X v10.3.8:

1. Choose Go > Applications, open the Utilities folder, and then double-click Console.

2. Click the Logs tab.

3. Expand ~/Library/Logs, and then expand CrashReporter.

4. Select the Adobe Creative Suite [version] .crash.log.

5. Restart the installer, and try to re-create the problem. If the problem recurs, remove or update the software identified in the crash log.

To use the Console utility in Mac OS X v10.2.8:

1. Choose Go > Applications, open the Utilities folder, and then double-click Console.

2. Choose Console > Preferences, and then click the Crashes tab.

3. Select Log Crash Information in ~/Library/Logs/, and then select Automatically Display Crash Logs.

4. Restart the installer, and try to re-create the problem. If the problem recurs, remove or update the software identified in the crash log.

8. Defragment and check hard disks for damage.

A damaged hard disk can cause the installer to freeze or return an error. Defragment and check hard disks by using a disk utility, such as the Apple Disk Utility, Symantec Norton Utilities, or Micromat Drive 10. (Disk Utility checks the hard disk for damage, but doesn’t defragment the drive.)

Disclaimer: Adobe doesn’t support third-party disk utilities but provides the following instructions as a courtesy. For support, contact the developer of your disk utility.

To check for damage by using Apple Disk Utility (included on the system CD):

1. Start the computer from the system CD.

2. Choose Installer > Open Disk Utility.

3. Select the disks to be checked, and then click the First Aid tab.

4. Click Repair to check and, if necessary, repair selected disks.

9. Scan for viruses.

Use current anti-virus software, such as McAfee Virex or Symantec Norton AntiVirus, to check your system for viruses. Make sure that you have the latest virus definitions for the anti-virus software you’re using. Although virus infections are rare, they can cause strange system behavior, including installation errors. Running virus-detection software regularly (for example, daily) prevents viruses from damaging software on your system. For instructions on running or obtaining the latest updates to your virus-detection software, refer to its documentation.

10. Repair disk permissions by running Disk Utility.

If you log in to an account with administrator privileges, but are still unable to install, your disk permissions may be damaged.

To repair your permissions using the Disk Utility:

1. Choose Go > Applications, open the Utilities folder, and then double-click Disk Utility.

2. Select the volume on which you want to install Adobe Creative Suite.

3. Click the First Aid tab, and then click Repair Disk Permissions.

11. Install Adobe Creative Suite from the desktop.

Some system components–for example, device drivers and virus protection utilities–can conflict with the installer and result in an incomplete or failed installation. To prevent these conflicts, install Adobe Creative Suite from the desktop. For instructions, see 321457 , “Install from the desktop (Adobe Creative Suite 2.0 on Mac OS X).”

Advanced troubleshooting

If the tasks in the previous section didn’t resolve the problem, hardware or an operating system variable may be conflicting with the installer.

Disclaimer: Adobe doesn’t support hardware and provides these tasks as a courtesy only. For further assistance, contact the hardware manufacturer or an authorized reseller. If you troubleshoot hardware problems yourself, you may void the computer’s warranty.

Note: Before you remove or rearrange hardware, turn off and disconnect power to the computer and any peripheral devices.

12. Install to a different hard disk.

Install Adobe Creative Suite on a different hard disk (not a different partition on the same disk). If you have more than one hard disk installed in your computer, install Adobe Creative Suite to a non-system hard disk.

13. Disconnect external devices.

Disconnect external devices one at a time. External devices include devices connected by FireWire, USB, Serial ATA, IDE, or SCSI. If you’re able to install Adobe Creative Suite when an external device is disconnected, there may be a problem with the device, the cable, or the connection. Contact the manufacturer of the device for troubleshooting steps for the device.

14. Check for problems with RAM modules.

Ensure that the RAM modules are installed properly and are not the cause by doing one or more of the following:

– Change the order of the installed RAM modules.

– Remove all but the minimum number of RAM modules needed to run Mac OS and Adobe Creative Suite, and test to see if the problem persists. If it does, replace the RAM modules you removed and remove the others, testing again to see if the problem persists. If the problem does not recur, one or more of the removed RAM modules are the cause. For assistance, contact the RAM manufacturer.

15. Install Adobe Creative Suite on a different computer.

You can try installing Adobe Creative Suite on a different computer to determine whether the problem is unique to your computer. You can also see if other Adobe customers experienced the same problem by visiting our User to User Forums at www.adobe.com/support/forums . If you confirm that the problem happens on other computers, Adobe Technical Support may be able to duplicate and research the problem.

16. Reformat the hard disk, and install only Mac OS and Adobe Creative Suite.

Reformat the hard disk, and then install only Mac OS and Adobe Creative Suite 2 from the original installation media. Reformatting a disk erases all files it contains, so be sure to back up all personal files first. Also make sure that you have all application and system disks.

Note: Don’t install additional software or hardware until you are sure that the problem is resolved. Don’t back up the hard disk and restore Mac OS and Adobe Creative Suite instead of reinstalling them; if the problem is caused by an application or Mac OS, and either one is restored instead of reinstalled, the problem may recur.

After you reformat the hard disk and install only Mac OS and Adobe Creative Suite, try to re-create the problem:

– If the problem no longer occurs, install other applications one at a time, and try to re-create the problem after each installation. If the problem occurs after an installation, the recently installed application may be the cause. Contact the developer of the application for information about an update.

– If the problem recurs, the cause is hardware-related, and you should contact the hardware manufacturer or an authorized reseller for assistance.

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