PhotoshopNews.com
May 26, 2005

Troubleshoot installation problems (Adobe Creative Suite 2.0 on Windows)

Source: Creative Suite Support Knowledgebase

What’s covered:
Beginning troubleshooting
Intermediate troubleshooting
Advanced troubleshooting

This document can help you resolve problems that interrupt the installer for Adobe Creative Suite 2.0. These problems can manifest themselves in many different ways, including (but not limited to) a frozen cursor or screen, or an error.

Please note that 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 interrupt the installation of an application, including the AutoPlay feature in Windows, a conflicting application, incorrect data in the Windows registry, or hardware problems. 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, should 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.

By default, the Adobe Creative Suite 2.0 installer installs all of the Adobe Creative Suite 2.0 applications onto your computer. If you experience a problem installing Adobe Creative Suite 2.0, you can choose the Custom install option, and install each application individually.

1. Make sure that the system meets the minimum 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:

– Intel Pentium III or 4 processor

– Microsoft Windows 2000 with Service Pack 4 or Windows XP with Service Pack 1 or 2

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

– Additional RAM required to run multiple components simultaneously 512 MB to 1 GB recommended

– Additional 128 MB of RAM required to run the Version Cue desktop server

– 2 GB of available hard-disk space to install the Standard Suite, 3 GB of available hard-disk space to install the Premium Suite.

– 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: Adobe PostScript Level 2 or PostScript 3

– Internet or phone connection required for product activation

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

– QuickTime 6.3 required for multimedia features

To check how much RAM is installed on your computer, choose Start > Settings > Control Panel (Windows 2000) or Start > Control Panel, and “Switch to Classic View” if necessary (Windows XP), and double-click System. The amount of RAM is listed on the lower half of the General panel in the System Properties window.

The Adobe Creative Suite 2.0 installer will tell you the amount of available space on the hard disk you choose. After you choose the location, and you choose to install the entire suite, the install section will show you the required amount of hard disk space, the amount of space available on the hard disk you chose in the Location section, and the amount of space that will remain after you install Adobe Creative Suite 2.0. If you choose Selected Components, an approximation of the amount of space each application will need is displayed next to each of the Adobe Creative Suite applications.

Make sure that the disk on which Windows is installed has at least 625 MB of space available, even if you intend to install Adobe Creative Suite 2.0 on a different disk or partition.

To increase available hard-disk space, run Disk Cleanup to delete temporary files, cached Internet files, recycle bin items, etc. To run Disk Cleanup, choose Start > All Programs > Accessories > System Tools > Disk Cleanup (Windows XP) or Start > Programs > Accessories > System Tools > Disk Cleanup (Windows 2000).

2. Check the CD and CD-ROM drive.

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

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

3. Log in as an Administrator, and then install.

You must have Administrator rights to install Adobe Creative Suite 2.0. Log in as an Administrator, and then install Adobe Creative Suite 2.0. For additional information on logging in as an Administrator, see Windows Help.

4. Install Adobe Creative Suite 2.0 in a Simplified Mode.

To install in a simplified mode for Windows XP:

1. Restart the computer.

2. Disable startup items:

– Choose Start > Run.

– Type msconfig in the Open box, and then press Enter.

– Click the Startup tab, click Disable All, and then click OK.

– In the System Configuration dialog box, click Restart.

– Depending on settings in the System Configuration Utility, a System Configuration Utility Dialog Box may appear after the restart, asking you if you want to continue in Selective Startup Mode. If this occurs, click OK once to close the message dialog box. Click OK again to exit the System Configuration Utility. Click Exit Without Restart. (To restart Windows with all startup options enabled, do the above steps again, but click Enable All rather than Disable All.)

3. Insert the Adobe Creative Suite Installer 1 CD into the CD-ROM drive and press the Shift key for 10 seconds to disable AutoPlay. If you release the key too soon and AutoPlay starts, click Quit to exit AutoPlay. (You may need to click Next and advance to the next screen to see the Quit button.)

Note: If a FilterKeys window appears, release the Shift key and click Cancel. FilterKeys is a Windows Accessibility option that displays a dialog box when the right Shift key is held down for eight seconds.

4. Double-click the My Computer icon on the desktop.

5. Right-click the CD-ROM drive, and choose Explore. (Don’t double-click the drive, or AutoPlay will start.)

6. Double-click the Setup.exe file in the Adobe Creative Suite/Adobe Creative Suite Applications folder on the CD.

7. Enter your name, company name (if applicable), and serial number, and press Enter.

8. Press Enter to accept the License Agreement.

9. In the Installation Options window, select Entire Suite, and then press Enter.

10. In the Summary window, press Enter.

11. Follow the on-screen instructions to complete the installation.

To install in a simplified mode for Windows 2000:

1. Quit open applications.

2. In Windows Explorer, move all icons and shortcuts from the following folders to another folder:

– Documents and Settings\All Users\Start Menu\Programs\Startup

– Documents and Settings\ [user profile] \Start Menu\Programs\Startup

3. Restart Windows.

4. Right-click the taskbar and choose Task Manager.

5. Click the Applications tab.

6. Select all applications that are running and click End Task.

7. Insert the Adobe Creative Suite Installer 1 CD into the CD-ROM drive and press the Shift key for 10 seconds to disable AutoPlay. If you release the key too soon and AutoPlay starts, click Quit to exit AutoPlay. (You may need to click Next and advance to the next screen to see the Quit button.)

8. Double-click the My Computer icon on the desktop.

9. Right-click the CD-ROM drive, and choose Explore. (Don’t double-click the drive, or AutoPlay will start.)

10. Double-click the Setup.exe file in the Adobe Creative Suite/Adobe Creative Suite Applications folder on the CD.

11. Enter your name, company name (if applicable), and serial number, and press Enter.

12. Press Enter to accept the License Agreement.

13. In the Installation Options window, select Entire Suite, and then press Enter.

14. In the Summary window, press Enter.

15. Follow the on-screen instructions to complete the installation.

16. To re-enable the startup items when you’re done installing, move the icons and shortcuts you moved in step 2 back to their original locations.

Note: If installing from the Adobe Creative Suite 2.0 CD in a simplified mode doesn’t work, you may have to copy the individual application folders to the hard drive in Windows normal mode, and then install the individual applications from the hard drive while in a simplified mode. For instructions, see document 329819, “Install from the desktop (Adobe Creative Suite 2.0, Creative Suite on Windows XP and 2000)” The amount of hard-disk space needed to copy the Adobe Creative Suite 2.0 applications to the hard disk is listed below. These are approximate values.

– Illustrator – 600 MB

– Photoshop and ImageReady – 450 MB

– Version Cue – 300 MB

– Acrobat – 450 MB

– GoLive – 400 MB

– InDesign – 400 MB

– Shared components – 150 MB

If an error occurs when you copy the folders from the CD, clean the CD and caddy with a soft, lint-free cloth to ensure that they are free of dust and fingerprints. If the problem still occurs, try copying files from other CDs to the hard disk to ensure that the CD-ROM drive is working properly. If you cannot copy files from other CDs, contact the manufacturer of the CD-ROM drive or the computer. If you can copy files from CDs other than the Adobe Creative Suite 2.0 CD, contact Adobe Technical Support.

Intermediate troubleshooting

If the tasks in the previous section don’t solve the problem, try the following intermediate troubleshooting tasks.

Before you complete each task in this section, close all applications and follow the steps in document 331300, “Manually Remove Creative Suite (2.0 on Windows) ” to free up hard-disk space and remove any damaged files (permanent and temporary) that the installer needs to overwrite but can’t.

Note: Normally, the installer removes temporary files after it completes an installation. If problems occur that cause temporary files to remain, the installer may return an error the next time you try to install Adobe Creative Suite.

5. Install Adobe Creative Suite 2.0 to a different hard disk, if available.

Hard disk problems can prevent Adobe Creative Suite 2.0 from installing correctly. Installing Adobe Creative Suite 2.0 to a different hard disk can help you to verify if the original hard disk is preventing installation.

Note: You must remove all Creative Suite 2 components before installing to a different hard disk

6. Install Adobe Creative Suite 2.0 to a folder at the root level of the drive.

Create a new folder at the root level of the drive, and make sure that the folder name has as few characters as possible (for example, C:/Adobe Creative Suite 2.0, or if you are installing just one application, such as Photoshop: C:/Photoshop) and doesn’t include special characters, such as # . Also, make sure that the pathname to where Windows is installed doesn’t contain special characters. Then, install Adobe Creative Suite 2.0 to the new folder in Safe mode. (See task 4 for instructions.)

7. Repair and defragment hard disks, and then install Adobe Creative Suite 2.0.

Installation problems can occur if hard disks contain damaged sectors or fragmented files. Repair and defragment hard disks by using either the error-checking tool and the Disk Defragmenter utility included with Windows, or a third-party disk utility, such as Symantec Norton Utilities. You should run such utilities on each hard disk or partition. For instructions, see the documentation included with Windows or the utility.

After you repair and defragment hard disks, install the Adobe Creative Suite 2.0 applications in simplified mode. (See task 4 for instructions.)

Note: Make sure that the disk utility repairs any errors that it detects. If you defragment a disk that contains errors, you may lose data. If the utility detects errors that it cannot fix, contact the computer manufacturer for assistance.

8. Check the system for viruses.

System viruses can cause erratic behavior and prevent Adobe Creative Suite 2.0 from installing. Use current anti-virus software, such as Norton AntiVirus or McAfee VirusScan, to check your system for viruses. Make sure that you have the latest virus definitions for the anti-virus software you use. Although virus infections are rare, they can cause strange system behavior, including system errors. Running virus-detection software regularly prevents viruses from damaging software on your system. For instructions, see the documentation for your anti-virus software.

Advanced troubleshooting

If the tasks in the previous section don’t resolve the problem, hardware may be conflicting with Adobe Creative Suite 2.0.

9. Install Adobe Creative Suite 2.0 on a different computer.

Try to install Adobe Creative Suite 2.0 on a different computer to determine if the problem is unique to your computer. If you are able to install Adobe Creative Suite 2.0 on a different computer, contact the computer manufacturer. If the problem occurs on multiple computers, contact Adobe Technical Support.

10. Visit the Adobe User to User Forums.

You can see if other Adobe customers have a similar problem by visiting the User to User Forums at www.adobeforums.com . If you confirm that other users have experienced the same problem, Adobe Technical Support may be able duplicate and research the problem. Otherwise, refer to the system-related or hardware-related help.

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