What's covered

• Beginning troubleshooting
• Intermediate troubleshooting
• Advanced troubleshooting

This document can help you to resolve system errors that occur while you use Director 11 and Director 11.5 on Windows Vista. 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 message such as one of 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.)

Many different factors can cause installation problems, including problems with the AutoPlay feature, conflicting start-up items, incorrect data in the Windows registry, and hardware conflicts.

To benefit most from this document, perform the tasks in order. Keep track of the tasks that you perform and the results of each, including errors and other problems. Adobe Technical Support can use this information to better assist you if you need to call.

You must be logged on as an administrator to perform some of the procedures in this document.

Important: Some of the procedures in this document may initiate a User Access Control dialog that asks for your permission to continue. Read the details in the dialog to determine if you want to continue. If you choose to cancel the dialog, then you will not be able to continue with that troubleshooting step.

The steps in this document that refer to the Control Panel are in reference to the Classic view.

For information on switching the Control Panel to the Classic view and many other common OS procedures, see document kb401275, âœCommon Microsoft Windows Vista proceduresâ.

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 file name extensions in Windows Explorer:

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

Note: The procedures in this document are based on the default interface of Windows Vista. 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

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, Director 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 Director.

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

• Intel Pentium IV 600MHz or higher
• Microsoft® Windows® XP Service Pack 2 or later
• Microsoft Windows Vista
• Microsoft Internet Explorer 6.0 or later
• 512 MB of RAM
• 500 MB of available hard-disk space (additional free space required during installation)
• DVD-ROM drive
• Microsoft® Speech Application Programming Interface (SAPI) 4.0 or later
• Internet or phone connection required for product activation

To check basic system information, such as processor speed and how much RAM is installed, choose Start > Control Panel > System.

2. Troubleshoot activation problems.

If you are experiencing any problems with activation, please refer to, "Troubleshoot Activation Problems" (TechNote kb404115).

3. Troubleshoot serial number problems.

If the Director 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 applicationCD 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 applicationCD 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 or DVD-ROM drive can read other CDs. 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, contact the drive manufacturer or computer manufacturer.

5. Remove 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 Director fails, remove the program and then try to reinstall it. If you attempt to reinstall Director 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.

To remove previous Director installation attempts:

1. Choose Start > Control Panel.
2. Double-click Programs and Features
3. Select Director 11.5, and click Uninstall.
4. After the removal is complete, restart your computer, and install Director.

6. Install Director while no other applications are running.

Some applications or services may cause system errors or freezes when running concurrently with Director. Before installing Director, disable other applications, including startup items and services (items that start automatically with Windows).

To disable startup items and non Microsoft services:

1. Quit all applications.
2. Choose Start, type msconfig in the Search text box, and press Enter.
3. Write down all unselected items under the Startup and Services tabs.
4. Click the General tab, and choose Selective Startup.
5. Click the Startup tab and select Disable All.
6. Click the Services tab, and check Hide All Microsoft Services.
7. Select Disable All.
8. Click Apply, and restart Windows for the changes to take effect.
   
   Note: Upon restart, you'll be notified that the System Configuration utility has made changes to the way that Windows starts up. Click OK. When the System Configuration utility appears click Cancel.
    
9. Right-click icons in the Notification Area and close or disable any startup items that are still active.

Then, try to re-create the problem:

• If the problem no longer occurs, one of the startup items is the cause of the problem.
• If the problem recurs, startup items are not the cause of the problem and you can re-enable them:
  1. Choose Start, type msconfig in the Search text box, and press Enter.
  2. Click the General tab, and choose Normal Startup.
  3. Deselect any items that you wrote down in Step 3 of the previous section.
  4. Click Apply, and restart Windows for the changes to take effect.

7. Install Director 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.

8. Install Director from the desktop.

If you are unable to install Director from your CD or DVD-ROM drive, you should copy the installation files to the desktop and re-run the installer.

1. Copy the Director folder from the Director disc to the desktop.
2. Open the Director folder on the desktop.
3. Double-click the Setup.exe file, and follow the on-screen instructions.

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 Director 11 (and any third-party software or hardware you may use with Director) 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.

10. Disable UAC (User Access Control).

Important: This procedure involves disabling User Access Control. This feature is intended to prevent administrative accounts from performing undesired actions that may affect the system. Disabling UAC removes these notifications. You must restart your system after you disable or re-enable UAC.

For more information on UAC, see the Microsoft Windows Vista support site.

1. Choose Start > Control Panel.
2. Double click User Accounts.
3. Select Turn User Account Control On Or Off.
4. Deselect Use User Account Control (UAC) To Help Protect Your Computer and click OK.
5. Click Restart Now.

To re-enable UAC:

1. Choose Start > Control Panel.
2. Double click User Accounts.
3. Select Turn User Account Control On Or Off.
4. Select Use User Account Control (UAC) To Help Protect Your Computer and click OK.
5. Click Restart Now.

11. Optimize handling of temporary files by Windows Vista.

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 filesby using the Disk Cleanup utility included with Windows. Make sure that at least2.5 GB of free space is available on the hard disk to which temporary files are written. To start Disk Cleanup, choose Start > All Programs > Accessories > System Tools > Disk Cleanup. For information about Disk Cleanup, see Windows Help.

12. 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 (for example, Symantec Norton Utilities). 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 > 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.

13. Scan the system for viruses.

Use current anti-virus software (for example, Symantec Norton Antivirus or McAfee Virus Scan) 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 Vista and Director, reformatting your hard disk and reinstalling Windows Vista and Director, or by determining if hardware is conflicting with Director.

Disclaimer: Adobe doesn't support hardware and provides these procedures 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 power to the computer and any peripheral devices.

14. Log in using the built-in Administrator account.

The built-in Administrator account has a higher access level to the system than a normal local administrator account. By default the built-in Administrator account is disabled. For information about enabling and logging in to the built-in Administrator account, contact your system administrator. You can also refer to this support document on the Microsoft support website: http://support.microsoft.com/kb/926183/en-us?spid=11737&sid=73.

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

If updating the video card driver doesn't resolve the problem, then verify that all other device drivers are compatible with Windows Vista. 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:

1. Choose Start > Control Panel.
2. Double click System.
3. Click Device Manager in the Tasks pane.
4. Click the plus sign (+) to the left of each device type.
5. If a device appears with a black exclamation mark (!) in a yellow circle, then right-click that device, and choose Properties from the menu.
6. 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, then 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.

16. Contact Adobe Technical Support.

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

Products affected