TechNote

Troubleshoot installation problems on After Effects CS3 (Mac OS X)

What's covered

Beginning troubleshooting
Intermediate troubleshooting
Advanced troubleshooting

This document can help you resolve errors that occur while you install Adobe After Effects CS3 on Mac OS X. Installation 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, "An error occurred during the installation process. A required file is missing."

Different factors can cause installation errors, including problems with operating system components, conflicting start-up items, and hardware conflicts.

To benefit most from this document, perform the tasks in order. 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, if you need to call.

Beginning troubleshooting

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

1. Make sure that the system meets the minimum requirements for After Effects.

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

PowerPC G4 or G5 or multicore Intel processor
Mac OS X v.10.4.9
1GB of RAM for DV; 2GB of RAM for HDV and HD
3GB of available hard-disk space plus 2GB of space for optional content (additional free space required during installation)
1024x768 monitor resolution with 32-bit video card; Adobe recommended graphics card for GPU-accelerated playback
For OpenGL support: Adobe After Effects supported OpenGL 2.0 card (NVIDIA recommended)
DVD-ROM drive
QuickTime 7.1.5 software required to use QuickTime features
Internet or phone connection required for product activation

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 (Adobe Creative Suite 3.0 on Mac OS X)" (TechNote kb400874).

3. Troubleshoot serial number problems.

If the After Effects installer returns the error "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 DVD case, in the registration e-mail, or on the registration web-page.
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.
Contact Customer Service at 800-833-6687 (United States and Canada). In regions outside of the United States or Canada, 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 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 DVD-ROM drive can read other 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 DVDs, contact Apple.

5. Remove 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 After Effects fails, remove the program, then try to reinstall. If you attempt to reinstall After Effects 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.

To remove previous After Effects installation attempts:

Insert the Adobe After Effects CS3 DVD into your DVD-ROM drive.
Double-click the DVD-ROM, and double-click Setup.
Select Remove Adobe After Effects 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 After Effects.

6. Install After Effects 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.

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

If you lack administrator access privileges, then After Effects may be unable to install necessary files. To determine if limited privileges cause the problem, log in as a user with access privileges, and try to re-create the problem. If the problem doesn't recur, then the account you were previously using lacks access privileges. Contact your system administrator to grant you access privileges.

To log in as a user with access privileges:

From the Apple menu, choose Log Out.
Click Log Out when the system returns the message "Are you sure you want to quit all applications and log out now?"
When the log in screen appears, select a user with access privileges, type the appropriate password, and then press Return.

8. Install After Effects 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 After Effects.

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.

9. Install After Effects from the desktop.

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

Copy the After Effects folder from the After Effects DVD-ROM to the desktop.
Open the After Effects folder on the desktop.
Double-click the Setup file, and follow the on-screen instructions

10. 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 After Effects CS3 (and any third-party software or hardware you may use with After Effects) 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.

11. Repair disk permissions by running Disk Utility.

If you log in to an account with administrator privileges, but are still unable to install or run After Effects, 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.
Select the volume on which you want to install After Effects, and then click Repair Disk Permissions.
Click the First Aid tab.

12. Optimize hard disks.

Installation or application 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 Symantec Norton Utilities, to optimize (defragment) each hard disk. For instructions on using a utility, refer to the documentation included with the utility.

13. 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):

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.

14. Remove fonts from the Fonts folder in the Library folder before installing After Effects.

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

15. Scan for viruses.

Use current anti-virus software, such as McAfee Virex or Symantec Norton AntiVirus, 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 After Effects.

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.

16. 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 After Effects to the new hard disk.

To specify the startup disk:

Choose System Preferences from the Apple menu.
Select Startup Disk from the System selections.
Select the drive to which you reinstalled the system software.
Restart the computer.

17. Install After Effects on a different hard drive or computer.

Install After Effects to 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 hardware manufacturer.

18. Contact Adobe Technical Support.

If none of the above steps has resolved the error or freeze that you are experiencing with After Effects, then you need to contact Adobe Technical Support. You can find the support options at the Support Center.