TechNote

Troubleshoot installation problems in Adobe Photoshop CS3 on Windows XP

What's covered

Beginning troubleshooting
Intermediate troubleshooting
Advanced troubleshooting

This document can help you to resolve system errors that occur while you install Adobe Photoshop CS3 on Windows XP. System errors can manifest in many different ways, including (but not limited to) the following:

A blank or flickering dialog box
A frozen cursor or screen
A blue screen
An unexpected restart
An error such as the following:
"This program has performed an illegal operation and will be shut down. If the problem persists, contact the program vendor."
"MS Setup Toolkit API Error, Bad Arg 3:AddSectionFiles to CopyList."
"Not enough disk space on target drive while decompressing to [pathname]."
"Setup is unable to initialize the setup program. There may be a scripting error."
"Setup is unable to load the installation script file."
"Unable to create a directory under C:\Windows\System. Please check write-access to the directory."
"X:\ unavailable." (where "X" is the drive letter for your CD-ROM drive)
"Device not ready."
"Error reading CD-ROM."
"Error reading device X:\" (where "X" is the drive letter for your CD-ROM drive.)

Different factors can interfere with installation of Adobe Photoshop CS3, including conflicts among device drivers, software, and 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 CS3.

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: The procedures in this document are based on the default interface of Windows XP. If the interface is customized, some procedures may vary. For example, a commonly encountered difference is the navigation to Control Panel from the Start menu: You may navigate Start > Settings > Control Panel instead of Start > Control Panel. Additionally, the procedures in this document assume you are using the Classic View of the Control Panel: To view the Control Panel in the Classic View, click Switch To Classic View on the Control Panel navigation bar on the left side of the window.

Beginning troubleshooting

Complete these tasks to resolve issues that occur when you install Adobe Photoshop CS3. Retest the installation after each step to see whether the problem has been resolved.

Note: To install Adobe Photoshop CS3, and to perform most of the following troubleshooting tasks, you must have administrator privileges. If you lack administrator privileges, the Adobe Photoshop CS3 installer will be unable to access necessary files.

Some of these procedures require you to locate hidden files and hidden folders. Some procedures require you to locate files by their full file names, which include extensions (for example, example_filename.ini). By default, Windows Explorer doesn't show hidden files, hidden folders, and file name extensions that it recognizes.

To show hidden files, hidden folders, and all filename extensions in Windows Explorer:

In Windows Explorer, choose Tools > Folder Options.
Click the View tab in the Folder Options dialog box.
In Advanced Settings, select Show Hidden Files And Folders.
Deselect Hide File Extensions For Known File Types.
Click OK.

1. Make sure that the system meets the minimum requirements for Photoshop CS3.

Photoshop CS3 may not run correctly on a system that doesn't meet the following requirements:

Intel Pentium 4 or higher or equivalent
Microsoft Windows XP with Service Pack 2 or Windows Vista Home Premium, Business, Ultimate, or Enterprise
512 MB of RAM
1 GB of available hard-disk space (additional free space required during installation)
1024 x 768 monitor resolution with 16-bit video card
DVD-ROM drive
QuickTime 7.1 software required for multimedia features
Internet or phone connection required for product activation
Broadband Internet connection required for Adobe Stock Photos and other services

Note: To check how much RAM is installed, choose Start > Control Panel > System. The amount of RAM appears on the lower half of the General tab in the System Properties dialog box.

2. Troubleshoot activation problems.

If you are experiencing any problems with activation, please refer to "Troubleshoot activation problems (Creative Suite 3.0 on Windows)" (TechNote kb400905).

3. Troubleshoot serial number problems.

If the Adobe application installer returns the error message "Invalid Serial Number" after you enter the serial number or during startup, then 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 application CD case, in the registration e-mail, or on the registration website.
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.
For contact information, visit the Adobe website at www.adobe.com, select your region from the menu at the top of the page, and then click Contact Us.

4. Check the DVD and DVD-ROM drive.

Dust or dirt on a DVD can interfere with an installation and prevent the DVD-ROM drive from recognizing the DV. Examine the Photoshop CS3 DVD for dirt, dust, or fingerprints. Gently wipe the bottom of the DVD from the center outward with a soft, lint-free cloth.

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

5. Turn off Virus Protection software.

Virus protection software is designed to prevent viruses from installing. When you install Photoshop CS3, the virus protection software can think that a virus is being installed and cause problems with the installation. If you previously attempted to install Photoshop CS3 while your virus protection program was on, remove Photoshop CS3 and reinstall it after disabling your virus software.

6. Delete previously installed application files.

Files that are installed during a failed installation use hard disk space and can cause problems the next time you run the installer. If an attempt to install Photoshop CS3 fails, remove the program and then try to reinstall it. If you attempt to reinstall Photoshop CS3 without first removing the previous installation, then the installer may not be able to overwrite the existing files, and the hard disk may not have enough free space for the application. If reinstalling still does not work, manually remove Photoshop CS3.

To remove previous Photoshop CS3 installation attempts:

Choose Start > Settings > Control Panel.
Double-click Add or Remove Programs, select Adobe Photoshop CS3, and click Change/Remove.
After the removal is complete, restart your computer, and install Photoshop CS3.

If errors persist, refer to " Manually remove Photoshop CS3 public beta (Windows XP)" (TechNote kb401492) for instructions on how to manually remove Photoshop CS3.

7. Install Photoshop CS3 from the desktop.

Some system components--for example, device drivers and virus protection utilities--can conflict with the Photoshop CS3 installer and result in an incomplete or failed installation. To prevent these conflicts, install Photoshop CS3 from the desktop.

Insert Photoshop CS3 Disk 1 into your DVD-ROM drive.
Copy the Adobe CS3 folder from the Photoshop CS3 DVD-ROM to the desktop.
Open the Adobe CS3 folder on the desktop.
Double-click the Setup.exe file, and follow the on-screen instructions.

8. Run Photoshop CS3 in a simplified mode.

Some applications or services may cause system errors or freezes when running concurrently with Photoshop CS3. Services are specialized programs that perform functions to support other programs. Before starting Photoshop CS3, disable other applications, including startup items (items that start automatically with Windows) and services.

To disable startup items and services:

Quit all applications.
Choose Start > Run, and type msconfig in the Open box. Click OK.
Click the Startup tab, and record all unselected items
Click the General tab, and choose Selective startup.
Deselect Load Startup Items. Verify that Process System.ini File, Process WIN.INI File, and Load System Services are selected (checked).
Click the Services Tab, and select Hide All Microsoft Services.
Click Disable All.
Click OK, and restart Windows.
Right-click icons in the Notification Area (called the System Tray in earlier versions of Windows) to close or disable any startup items that are still active..

Note: When you restart, you'll be notified that the System Configuration Utility has made changes to the way that Windows starts up. Click OK, and when the System Configuration Utility appears, click Cancel.

To identify which startup item is causing the issue:

Determining which startup item is generating the problem can be a tedious process. After determining that startup items are the problem's cause, break the list of items into halves. Test each half of the list to determine if a problem startup item is present. Continue to break the list in half until you determine what startup items are generating the issue. Do not leave any half untested. Multiple startup items may exhibit the same behavior.

Attempt to replicate the issue with all items disabled. If the issue does not occur, then proceed to the next section. Reenable startup items after all steps have been completed.
Restore half of the items that were disabled.
Attempt to replicate the issue.
- If the issue occurs, then divide the startup items in half and determine which half the issue occurs within.
- If the issue is not reproducible, then enable half of the remaining startup items. Continue dividing the items in halves until you have determined what startup item(s) are generating the issue.
Once the problem startup item has been isolated. Contact the startup item's manufacturer for updates or configuration information.

To reenable startup items and services:

Choose Start > Run, type msconfig, and click OK.
Choose Normal Startup on the General tab, click OK, and restart the computer.

Note: If unselected items were present on the Services or Startup tab, then you will need to deselect them again.

9. Install current Windows service packs and other updates.

Updates to the Windows operating system improve its performance and compatibility with applications. You can obtain Windows service packs and other updates from the Microsoft website at www.windowsupdate.com. For assistance installing service packs and other updates, contact Microsoft technical support.

Important: Before you install a system update, check the system requirements for Photoshop CS3 (and any third-party software or hardware you may use with Photoshop CS3) to ensure compatibility. If the update isn't listed, then contact Adobe or the manufacturer of your third-party software or hardware.

If you've reinstalled an application or installed the Windows operating system after installing the latest Windows update, then reinstall the update. Some applications install commonly used system files, overwriting the updated versions installed by the Windows update.

Intermediate troubleshooting

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

10. Install Photoshop CS3 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 eight or fewer characters (for example, C:/ Photoshop) and doesn't include special characters, such as "#." Also, make sure that the path name to where Windows is installed doesn't contain special characters.

11. Install Photoshop CS3 in a new user account.

Create a new user account that has the same permissions as the account that you use when the problem occurs. If the problem doesn't recur, then the original user account may be damaged. For instructions on creating a new user account, see "To add a new user to the computer" in Windows Help or contact your system administrator.

12. Optimize handling of temporary files by Windows XP.

Windows and applications store working data in temporary (.tmp) files that they create on the hard disk. Excessive or outdated temporary files can interfere with performance of Windows or applications.

Delete temporary files by using the Disk Cleanup utility included with Windows. Make sure that at least 1 GB of free space is available on the hard disk to which Photoshop is installed. If this disk is the same as the one set for your temporary files, you may need to delete your temporary files to create enough room to install Photoshop CS3. To start Disk Cleanup, choose Start > Programs > Accessories > System Tools > Disk Cleanup. For information about Disk Cleanup, see Windows Help.

13. Repair and defragment hard disks.

System errors can occur if hard disks contain damaged sectors or fragmented files. Repair and defragment hard disks, either by using the Error-checking tool and Disk Defragmenter utility included with Windows or by using a third-party disk utility. You should run such utilities on each hard disk or partition. More information about the Error-checking tool and Disk Defragmenter appears below; for more information about a third-party disk utility, refer to the documentation for the utility.

The Error-checking tool repairs bad sectors, lost allocation units and file fragments, cross-linked files, and invalid file names. To access the Error-checking tool, choose Start > My Computer, right-click the desired hard disk, and choose Properties from the menu. In the Local Disk Properties dialog box, click the Tools tab, and then click Check Now in the Error-checking area.

Note: To prevent Disk Defragmenter from moving files to bad sectors of a disk, run the Error-checking tool before running Disk Defragmenter.

Disk Defragmenter rearranges the files and free space on your computer so that files are stored in contiguous units and free space is consolidated in one contiguous block. To access the Disk Defragmenter utility, choose Start > All Programs > Accessories > System Tools > Disk Defragmenter.

14. Scan the system for viruses.

Use current anti-virus software to check the system for viruses. Virus infections can damage software and cause system errors. For more information, see the documentation for the anti-virus software.

Advanced troubleshooting

If the tasks in the previous section don't resolve the problem, then you may be able to resolve the problem by reinstalling Windows XP and Photoshop CS3, reformatting your hard disk and reinstalling Windows XP and Photoshop CS3, or by determining if hardware is conflicting with Photoshop CS3.

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, then you may void the warranty for your computer.

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

15. Verify that other device drivers are compatible with Windows XP.

If updating the video card driver doesn't resolve the problem, then verify that all other device drivers are compatible with Windows XP. Device drivers are software files that allow Windows to communicate with devices such as scanners, mouse devices, and keyboards. Contact the device manufacturer to make sure that you are using the latest driver for it.

To check for device driver problems:

Choose Start > Control Panel > System.
Click the Hardware tab, and then click Device Manager.
Click the plus sign (+) to the left of each device type.
If a device appears with a black exclamation mark (!) in a yellow circle, right-click that device, and choose Properties from the menu.
Note the properties for the device:
- Check the Device Status field: If the device isn't working properly, information in this field can help you troubleshoot the problem.
- If the Properties dialog box has a Driver tab, then click it. If the Driver tab doesn't indicate the driver provider, click Driver Details. If Microsoft is the provider, then a generic driver is probably installed; contact the device manufacturer to obtain the most recent driver that they provide.