TechNote (Archived)

Troubleshoot installation problems (Photoshop CS2 on Mac OS X)

What's covered
- Beginning troubleshooting
- Intermediate troubleshooting
- Advanced troubleshooting

This document can help you resolve errors or freezes that occur while you install Adobe Photoshop CS2 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 Photoshop' has unexpectedly quit. The system and other applications have not been affected."

Different factors can interfere with the installation of Adobe Photoshop CS2 on Mac OS X, including conflicts among device drivers, software, hardware, and corrupt elements in specific files. System variables can also interfere with installation. Make sure that your computer meets the system requirements for Adobe Photoshop CS2.

Following the tasks in this document can help resolve these issues, and can help you identify the source of installation problems.

The troubleshooting section begins with solutions for the most common problems and progresses to solutions for less common problems (hardware conflicts, for example). You should work through the solutions in the order presented to eliminate possible sources of the problem. Keep track of the tasks you perform and the results of each task, including errors or problematic behavior. Adobe Technical Support can use this information to better assist you, should you need to call.

If none of the suggested solutions resolve the problem, the Advanced troubleshooting section provides tips and references for further troubleshooting.

Note: When you install and the dialog displays "configuring installation," the installation can take a couple of minutes to finish configuring.

Beginning troubleshooting

Work through these tasks to resolve issues that occur when you install Adobe Photoshop CS2. Retest the installation after each step to see whether the problem has been resolved.

Note: To install Adobe Photoshop CS2, and to perform most of the following troubleshooting tasks, you must have administrator privileges. If you lack administrator privileges, the Adobe Photoshop CS2 installer will be unable to access necessary files.

1. Make sure that the system meets the requirements for Adobe Photoshop CS2.

You may encounter problems installing Adobe Photoshop CS2 if your system doesn't meet the following minimum requirements.

Photoshop CS2 (stand alone)

-- PowerPC processor (G3, G4, or G5)

-- Mac OS X version 10.2.8 through 10.3.8 (10.3.4 through 10.3.8 recommended)

-- 320 MB of RAM (384 MB recommended)

-- 750 MB of available hard-disk space

-- 1024 x 768 monitor resolution with 16-bit video card

-- CD-ROM drive

-- Internet or phone connection required for product activation

Photoshop CS2 (Adobe Creative Suite 2.0)

-- PowerPC G4 or G5

-- Mac OS X v.10.2.8 through v.10.3.8 (10.3.4 through 10.3.8 recommended; G5 requires v.10.3 or later), Java Runtime Environment 1.4.1

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

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

-- QuickTime 6.5 required for multimedia features

-- 4 GB of available hard-disk space to install all applications*

-- 1024x768 monitor resolution with 16-bit or greater video card (24-bit screen display recommended)

-- CD-ROM drive

-- For PostScript printing: Adobe PostScript Language Level 2 or PostScript 3

-- Internet or phone connection required for product activation

-- Broadband internet connection required for Adobe Stock Photos and additional service

* 4 GB of hard-disk space required to install all applications wtih Adobe Creative Suite 2.0 Premium, 3 GB required with Adobe Creative Suite 2.0 Standard.

2. Reinstall Adobe Photoshop CS2 on top of the previous installation.

If you installed Photshop CS2 as part of the full Adobe Creative Suite 2.0 you will not be able to reinstall Photoshop CS2 over the existing installation, so skip this step. For more information about the Photoshop CS2 installation process, see document331299 , "Troubleshoot installation problems (Adobe Creative Suite 2.0 on Mac OS X)" or 331296 , "Understanding the Photoshop CS2 installation and removal process."

3. Install Adobe Photoshop CS2 from the desktop.

To install Adobe Photoshop CS2 from the desktop in Mac OS X:

1. Insert Adobe Photoshop CS2 Disk 1 in your CD-ROM drive.

2. Go to Applications/Utilities and start Disk Utility

3. Select the Adobe Photoshop CS2 icon from the left hand pane

4. Choose Images > New > Image from Photoshop CS2 Disk 1.

5. In the Convert Image dialog box, name your disk image Adobe Photoshop CS2 Disk 1 and save it to the desktop with default settings (that is, read-only format).

Note: Disk Image files have an extension of DMG.

6. Repeat steps 1-4 for Adobe Photoshop CS2 Disk 2.

7. Double-click on both of the disk images on the desktop file to mount them. You will see an Opening dialog box.

8. Double-click the Adobe Installer file inside the Adobe Photoshop CS2 Disk 1 window and begin the installation process.

9. Follow the on-screen instructions until the Install Adobe Photoshop CS2 window appears and follow the on-screen instructions to complete the installation.

4. Delete previously installed application files.

Files that are installed during a failed installation take up hard disk space and can cause problems the next time you run the installer. If an attempt to install Adobe Photoshop CS2 fails, check for any files that did install and then delete them. If you attempt to reinstall Adobe Photoshop CS2 without first deleting these files, the installer may not be able to overwrite the existing files and the hard disk may not have enough free space for the entire application.

Note: 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 Photoshop CS2 installation attempt:

1. Drag the Adobe Photoshop CS2 application folder from the Application folder to the Trash.

2. Drag the Adobe Bridge, Adobe Help Center, Adobe Utilies, Adobe Updater and Contents/Resources folder from the Application folder to the Trash.

3. Drag the Users/[ user name ]/Library/Preferences/Adobe Photoshop CS2 Settings folder to the Trash

4. Empty the Trash. If you receive a message that items are locked and cannot be deleted, press Option as you choose Special > Empty Trash to override the lock.

5. Log in as a user with administrator access privileges.

To log in with administrator 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 login screen appears, select a user with administrator 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.

6. Check the CD 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 CD. Examine the Photoshop CS2 CDs for dirt, dust, or fingerprints. Gently wipe the bottom of the 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 Apple Computer.

Intermediate troubleshooting

7. Troubleshoot serial number problems.

If the Adobe Photoshop CS2 installer returns the error "Invalid Serial Number" after you enter the serial number or during startup, do one or more of the following:

-- Delete the serial number from the Serial Number text box, and then reenter it exactly as it appears on the back of the Photoshop CS2 CD case or in the registration guide.

-- Reenter the serial number using different numeric keys. For example, use the numeric keys above the alpha characters instead of the numeric keys on the keypad.

-- Make sure you typed the number zero (0) correctly, not as the letter "O."

8. Troubleshoot activation problems.

If you are experiencing any problems with activation, please contact customer service.

9. 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 First Aid tab.

3. Select the volume on which you want to install Adobe Photoshop CS2, and then click Repair Disk Permissions.

10. Install Adobe Photoshop CS2 with the Login Items disabled for the user account.

To disable nonessential extensions 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.

11. Reinstall Adobe Photoshop CS2 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 Adobe Photoshop CS2.

To create a new user account:

1. From the Apple menu, choose System Preferences.

2. Click Accounts.

3. Click the Users tab, and then click New User.

4. Create a new user account. Make sure to remember the new password and to give the account administrative privileges by selecting Allow user to administer this computer.

5. Click OK and close the Accounts window.

6. Choose Log Out from the Apple menu.

12. Install Adobe Photoshop CS2 from the desktop.

If you purchased Photoshop CS2 a stand alone program:

1. Insert the Adobe Photoshop CS2 CD into the CD-ROM drive.

2. Double click on the Adobe Photoshop CS2 CD icon on the desktop.

3. Drag the Adobe Photoshop CS2 folder to the desktop.

4. After the folder is copied to the hard disk, double click the Install Adobe Photoshop CS2 icon, and then follow the on-screen instructions to install Photoshop CS2.

If you purchased Photoshop CS2 as a part of Adobe Creative Suite 2.0:

1. Create two new folders on the desktop named Adobe Creative Suite 2.0 and Adobe Creative Suite 2.0 Disk 2 .

2. Insert the Adobe Creative Suite 2.0 CD into the CD-ROM drive.

3. Drag the contents of the Adobe Creative Suite 2.0 CD to the Adobe Creative Suite 2 folder on the desktop.

4. Insert the Adobe Creative Suite 2.0 Disk 2 CD into the CD-ROM drive.

5. Drag the contents of the Adobe Creative Suite 2.0 Disk 2 CD to the Adobe Creative Suite 2.0 Disk 2 folder on the desktop.

6. Open the Adobe Creative Suite 2.0 folder on the desktop, double-click Install Adobe Creative Suite 2.0, and then follow the on-screen instructions to install Photoshop CS2, or any other part of the Creative Suite 2.0,

13. Remove fonts from the Fonts folder in the Library folder before installing Adobe Photoshop CS2.

1. Drag all fonts from the Fonts folder in the Library folder to a new folder on the desktop.

2. Restart the computer.

3. Install Adobe Photoshop CS2.

4. Move all fonts back to the Fonts folder in the Library folder after installation is complete.

14. Optimize hard disks.

Installation errors can occur if the hard disk is very fragmented. Optimizing the hard disk rearranges files to minimize future fragmenting. It also restores fragmented files into single contiguous blocks, making hard disk space more accessible to the installer.

Use a disk-optimizing utility, such as Norton SpeedDisk, MacTools Pro Optimizer, or AlSoft Disk Express, to optimize (defragment) each hard disk. For instructions on using a utility, refer to the utility's documentation.

15. Check hard disks for damage.

A damaged hard disk can cause installation errors. Check hard disks using a disk utility, such as Apple Disk Utility, Symantec Norton Utilities, or Micromat Drive 10.

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

16. 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.

Advanced troubleshooting

The previous section contains all the solutions to system-related installation problems known to Adobe Technical Support. If these solutions don't solve your problem, a hardware or an operating system variable is probably conflicting with the Adobe Creative Suite installer.

17. Install Adobe Photoshop CS2 on a different computer.

You can try installing Adobe Photoshop CS2 on a different computer to determine whether the problem is unique to your computer.

18. Reinstall the system software.

Run 4 CD Software Restore, which installs with Mac OS X v10.2 or later.

Important: Running Software Restore erases all contents on the hard disk, so be sure to back up any files that you want to save to an external drive, CD, or DVD.

For more information on running Software Restore, see its documentation or visit the Apple support page at www.info.apple.com.

19. Install to a different hard disk designated as the startup disk.

Install the Mac OS system software on a different hard disk (not a different partition on the same disk) and then make it the startup disk. Then, install Adobe Photoshop CS2 to the new hard disk.

To change the startup disk:

Choose System Preferences from the Apple menu.

Select Startup Disk from the System selections.

Select the drive on which you reinstalled the system software.

Restart the 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 .