TechNote

Troubleshoot installation problems in Adobe Photoshop CS3 on Mac OS X

What's covered

Beginning troubleshooting
Intermediate troubleshooting
Advanced troubleshooting

This document can help you resolve system errors that occur while you install Adobe Photoshop CS3 in 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 message such as, "The application 'Photoshop CS3' has unexpectedly quit. The system and other applications have not been affected."

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: When you install Photoshop CS3, and the dialog displays "configuring installation," the installation may take several minutes to finish configuring.

Beginning troubleshooting

Work through 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.

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:

PowerPC G4 or G5, or Intel-based Macintosh
Mac OS X v.10.4.8
512 MB of RAM
2 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 About This Mac from the Apple menu. The Memory value indicates the amount of installed RAM.

2. Troubleshoot activation problems.

If you are experiencing any problems with activation, please refer to "Troubleshoot activation problems (Acrobat 7.0, Creative Suite 3 on Mac OS X) (TechNote kb400874).

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 the DVD-ROM drive.

Sometimes dust or dirt on a CD or DVD can interfere with an installation and prevent your CD-ROM or DVD-ROM drive from recognizing the media. Examine the application CD or DVD 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-ROM or DVD-ROM drive can read other CDs or DVDs. 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 or DVDs, contact the drive manufacturer or Apple Computer.

5. 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 Photoshop CS3 fails, remove the program, then try to reinstall. If you attempt to reinstall Photoshop CS3 without first removing previously installed files, then the installer may not be able to overwrite the existing files, and the hard disk may not have enough free space to install the application. If reinstalling still does not work, manually remove Photoshop CS3.

To remove previous Photoshop CS3 installation attempts:

Insert Adobe Photoshop CS3 Disk 1 into your DVD-ROM drive.
Double-click the DVD-ROM, and double-click Setup.
Select Remove Adobe Photoshop CS3 Components, and follow the on-screen instructions.
On the Remove Installed Components screen, select Remove All Application Preferences.
After the removal is complete, restart your computer and install Photoshop CS3.

If errors persist, refer to "Manually remove Photoshop CS3 public beta (Mac OS X)" (TechNote kb401502) for instructions on how to manually remove Photoshop CS3.

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

7. Install current Mac OS X updates.

Updates to the Mac OS X operating system can improve its performance and compatibility with applications. You can obtain Mac OS X updates from the Apple website at www.apple.com/downloads/macosx/, or choose Software Update from the Apple menu. For assistance installing updates, contact Apple 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.

Intermediate troubleshooting

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

8. Install Photoshop CS3 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.

9. Install Photoshop CS3 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 into the new account, and then try to install Photoshop CS3.

To create a new user account:

From the Apple menu, choose System Preferences.
Click Accounts.
Click the lock icon if it's closed, and log in to make changes.
Click the plus sign.
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.
Click Create Account and close the Accounts window.
Choose Log Out from the Apple menu.
Log into the new user account.

10. Repair disk permissions by running Disk Utility.

If you log into an account with administrator privileges but are still unable to install or run Photoshop CS3, then your disk permissions may be damaged.

To repair your permissions using the Disk Utility:

Choose Go > Applications, open the Utilities folder, and then double-click Disk Utility.
Click the First Aid tab.
Select the volume on which you want to install Photoshop CS3, and then click Repair Disk Permissions.

11. Remove fonts from the Fonts folder in the Library folder before installing Photoshop CS3.

Drag all fonts from the Fonts folder in the Library folder to a new folder on the desktop.
Restart the computer.
Install Photoshop CS3.
Move all fonts back to the Fonts folder in the Library folder after installation is complete.

12. 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.

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):

Start the computer from the system CD.
Choose Installer > Open Disk Utility.
Select the disks to be checked, and then click the First Aid tab.
Click Repair to check and, if necessary, repair selected disks.

13. Scan for viruses.

Use current anti-virus software to check the 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 unexpected system behavior, including installation errors. Running virus-detection software regularly (for example, daily) prevents viruses from damaging software on the system. For instructions on running or obtaining the latest updates to the virus-detection software, refer to its documentation.

Advanced troubleshooting

If the tasks in the previous section don't resolve the problem, then you may be able to resolve the problem by reformatting your hard disk 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 computer's warranty.

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

14. Run Photoshop CS3 on a different hard drive or computer.

Install and run Photoshop CS3 from a different hard drive installed in the same computer or the same hard drive installed in a different computer. If the problem doesn't recur, then the hard drive or the motherboard you were using previously may be the cause. For assistance, contact the manufacturer.

15. Install to a different hard disk that is designated as the startup disk.

Install the system software on a different hard disk (not a different partition on the same disk) and then specify that disk as the startup disk. Then, install Photoshop CS3 to the new hard disk.

To specify the startup disk: