Troubleshoot installation problems Adobe Creative Suite 4 or point product on Windows Vista
What's covered
This document can help you resolve problems that interrupt the installer for Adobe Creative Suite 4 on Windows Vista. These problems can manifest themselves in many different ways, including (but not limited to) a frozen cursor or screen, or an error.
Please note that this document does not address problems related to serial numbers. For these problems, contact Adobe Customer Service.
Different factors can interrupt the installation of an application, including the AutoPlay feature in Windows, a conflicting application, incorrect data in the Windows registry, or hardware problems.
Before you begin
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 most 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.
Note: The procedures in this document are based on the default interface of Windows, with the exception of the Control Panel. The steps in this document that refer to the Control Panel are in reference to the Classic view. The Control Panel can be switched to the Classic view using the appropriate option located on the left side of the Control Panel. 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 Common Microsoft Windows Vista procedures (Technote kb401275).
Some of these procedures may require you to locate hidden files, hidden folders, or 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. For information on showing hidden files and folders in Windows, see "Show hidden files, hidden folders, and all file name extensions in Windows Explorer (Windows Vista)" (Technote kb404880).
Beginning troubleshooting
The tasks in this section can help you resolve the most common installation problems. Before performing any of these tasks, back up all personal files.
1. Make sure that the system meets the minimum requirements for Adobe Creative Suite 4 or Point Product.
Adobe Creative Suite 4 or Point Product may not run correctly on a system that doesn't meet the system requirements. For system requirements, please refer to, "System Requirements for Adobe Creative Suite 4 or Point Products" (TechNote kb406240).
To check basic system information, such as processor speed and how much RAM is installed, choose Start > Control Panel > System.
2. Install current Windows service packs and other updates.
See "Install current Windows service packs and other updates (Windows Vista)" (TechNote kb405107) for details.
3. Check the DVD and DVD-ROM drive.
Dust or dirt on a DVD can interfere with installation and prevent the DVD-ROM drive from recognizing the DVD. Examine the Adobe Creative Suite DVDs for dirt, dust, or fingerprints. Gently wipe the bottom of each 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.4. Check the knowledgebase for any specific error during installation.
If you encounter a specific error message during the installation check the Adobe Installation Support Center for knowledgebase articles on installation errors. We have developed a tool to anaylze your installation and provide TechNotes for your issue. We recommend you download and run the Adobe Install Support Utility, which will assist you to find the cause and solution for errors which occur during the installation process.
Intermediate troubleshooting
If the tasks in the previous section don't solve the problem, then try the following intermediate troubleshooting tasks.
5. Install Adobe Creative Suite 4 or Point Product in a simplified mode from the desktop
Software and services that load automatically with Windows (for example, virus protection utilities) can conflict with the Creative Suite 4 installer and cause problems in Creative Suite 4. To prevent conflict, reinstall Creative Suite 4 while Windows is in modified mode doesn't resolve the issue, try installing and running Creative Suite 4 on a different computer, or on a different hard drive.
- Create a desktop installation point for the Adobe Creative Suite 4 or Point Products.
- Insert the first Creative Suite 4 disc into your DVD-ROM drive.
Note: The Design and Web Suites have only one disc for installation.
- Create a folder on your desktop named "Adobe CS4 Install".
- Choose Start > Computer.
- Using Windows Explorer, right click on your DVD-ROM drive and click Explore.
- Copy the Adobe CS4 folder from the DVD to the folder you created on your desktop.
- If there are multiple discs to your installation, please refer to, "Install Adobe Creative Suite 4 and Point Products from the desktop (Windows XP and Vista)" (TechNote kb403963.)
- Insert the first Creative Suite 4 disc into your DVD-ROM drive.
- Start Windows Vista in a simplified mode. For additional information, please refer to "Restart Windows in a modified mode (Windows Vista)" (TechNote kb404913).
- Start the Adobe Creative Suite 4 or Point Product installation from the desktop.
- After the restart, double click the Adobe CS4 Install folder.
- Double click Adobe CS4, then double click Setup.exe.
6. Run Adobe Creative Suite 4 or Point Product 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.
7. Disable UAC (User Account Control).
See "Disable User Account Control (Windows Vista)" (TechNote kb404888) for details.
8. 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.
See "Delete temporary files using the Disk Cleanup utility (Windows Vista)" (TechNote kb404917) for details.
9. Repair and defragment hard disks.
System errors can occur if hard disks contain damaged sectors or fragmented files. To repair and defragment hard disks, see "Repair and defragment hard disks (Windows Vista)"(TechNote kb405363) for details.
10. Scan the system for viruses.
Use current anti-virus software (for example, Symantec Norton AntiVirus or McAfee VirusScan) 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.
11. 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
12. Troubleshoot the Adobe Creative Suite 4 installation log file.
The Adobe Creative Suite 4 installer is designed to create an installation log of the actions performed on the machine.
- Locate and identify errors in the Adobe Creative Suite 4 installation log. For additional information, please refer to, "Find and read installation logs for Adobe Creative Suite 3 and 4 products" (TechNote kb400593.)
- Search the Adobe Installation Support Center for solutions to the errors.
13. Install Adobe Creative Suite 4 on a different computer.
Try to install Adobe Creative Suite 4 on a different computer to determine if the problem is unique to your computer. If you are able to install Adobe Creative Suite 4 on a different computer, contact the computer manufacturer. If the problem occurs on multiple computers, contact Adobe Technical Support.
14. Visit the Adobe User to User Forums.
You can see if other Adobe customers have a similar problem by visiting the User-to-User Forums. If you confirm that other users have experienced the same problem, then Adobe Technical Support may be able duplicate and research the problem.
15. Contact Adobe Technical Support.
If none of the above steps has resolved the error or freeze that you are experiencing with Adobe Creative Suite 4 or Point Product, then you need to contact Adobe Technical Support. You can find the support options at the Adobe Support Center.
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