TechNote

Troubleshoot installation problems with Adobe eLearning Suite 1.0 (Windows XP)

What's covered

Beginning troubleshooting
Intermediate troubleshooting
Advanced troubleshooting

This document can help you resolve problems that interrupt the installer forAdobe eLearning Suite 1.0on Windows XP. Adobe eLearning Suite 1.0 applications include:

Adobe Captivate 4
Adobe Flash CS4 Professional
Adobe Photoshop CS4 Extended
Adobe Dreamweaver CS4
Adobe Acrobat 9 Pro
Adobe Soundbooth CS4
Adobe Presenter 7
Adobe Bridge CS4
Adobe Device Central CS4

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 Services. To contact Adobe Customer Service in your region for assistance, visit the Adobe website at http://www.adobe.com/, select your region from the menu at the top of the page, and then click Contact Us.

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. Although a system error may occur only when you work withAdobe eLearning Suite 1.0 ,Adobe eLearning Suite 1.0 may not necessarily be the cause--it may be the only application that uses enough memory or processor cycles to expose the problem.

To get the most from this document, perform the tasks in order. Keep a log of the tasks you perform and the results of each, including errors or problematic behavior. Adobe Technical Support can use this information to better assist you, should you need to call.

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.

See "Show hidden files, hidden folders, and all file name extensions in Windows Explorer (Windows XP)" (TechNote kb404856) for details.

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 eLearning Suite 1.0.

eLearning Suite 1.0 may not run correctly on a system that doesn't meet the following requirements:

Intel Pentium 4, Intel Centrino, Intel Xeon, or Intel Core Duo (or compatible) processor (2GHz or faster processor)
Microsoft Windows XP with Service Pack 2 (Service Pack 3 recommended) or Windows Vista Home Premium, Business, Ultimate, or Enterprise with Service Pack 1; (certified for 32-bit Windows XP and Windows Vistaâ)
1GB of RAM or more recommended
7.5 GB of available hard-disk space for installation; additional free space required during installation (eLearning Suite cannot be installed on flash-based storage devices.)
1,024x768 display (1,280x800 recommended) with 16-bit or greater video card
DVD-ROM drive
Some features in Adobe Bridge rely on DirectX9 capable graphics card with at least 64MB of VRAM
Some GPU-accelerated features in Adobe Photoshop Extended require graphics support for Shader Model 3.0 and OpenGL 2.0
QuickTime 7.4.5 software required to use QuickTime features
Shader Model 3.0
Microsoft Office 2003 or above required for Adobe Presenter
Broadband Internet connection required for online services

â Adobe Photoshop Extended natively supports 64-bit Windows Vista, and Acrobat Pro natively supports 64-bit Windows XP and Windows Vista. Soundbooth is certified on 64-bit Windows Vista. Visit www.apple.com for information about QuickTime compatibility with 64-bit editions of Windows.

â¡ For updates to system requirements and more detailed information about video hardware compatibility, visit http://www.adobe.com/products/elearningsuite

This product may allow you to access certain features that are hosted online (âœonline servicesâ), provided you have a high-speed Internet connection. The online services, and some features thereof, may not be available in all countries, languages, and/or currencies and may be discontinued in whole or in part without notice. Use of the online services is governed by separate terms of use and by the Adobe Online Privacy Policy, and access to these services may require user registration. Some online services, including services that are initially offered at no charge, may be subject to additional fees. For more details and to review the terms of use and Online Privacy Policy, visit www.adobe.com.

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. 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 theAdobe eLearning Suite 1.0 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.

Intermediate troubleshooting

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

3. Install Adobe eLearning Suite 1.0in a simplified mode from the desktop.

Software and services that load automatically with Windows (for example, virus protection utilities) can conflict with the Adobe eLearning Suite 1.0installer and cause problems in Adobe eLearning Suite 1.0. To prevent conflict, reinstall Adobe eLearning Suite 1.0while Windows is in simplified mode doesn't resolve the issue, try installing and running Adobe eLearning Suite 1.0on a different computer, or on a different hard drive.

To copy the Adobe eLearning Suite 1.0install files to the desktop:

Insert the Adobe eLearning Suite 1.0disc into your DVD-ROM drive.
Click the Start button, and then click Computer.
Right-click on your DVD-ROM drive, and then click Explore.
Copy theAdobe eLearning Suite 1.0folder from the DVD to your desktop. If you are asked to confirm replacing any folders with the same name, select "Yes".
Click the Start button, and then click Computer.

To start Windows XP in a simplified mode:

Choose Start > Run.
Type msconfig in the Open text box, and then press Enter.
On the Startup tab, click Disable All.
On the Services tab, select Hide All Microsoft Services, click Disable All, then reselect FLEXnet Licensing Service, and then click OK.
In the System Configuration dialog box, click OK then Restart.

Note: Upon reboot, 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.
Start the Adobe eLearning Suite 1.0installer "setup.exe" in the Adobe eLearning Suite 1.0 Install\Adobe eLearning Suite 1.0 folder, and then follow the on-screen instructions.

To re-enable 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.

4. 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.

See "Delete temporary files using the Disk Cleanup utility (Windows XP)" (TechNote kb404871) for details

5. Repair and defragment hard disks.

See "Repair and defragment hard disks (Windows XP)" (TechNote kb404981) for details.

6. 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.

Advanced troubleshooting

7. InstallAdobe eLearning Suite 1.0on a different computer.

Try to installAdobe eLearning Suite 1.0on a different computer to determine if the problem is unique to your computer. If you are able to installAdobe eLearning Suite 1.0on a different computer, contact the computer manufacturer. If the problem occurs on multiple computers, contact Adobe Technical Support.

8. 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 at http://www.adobeforums.com/. If you confirm that other users have experienced the same problem, then Adobe Technical Support may be able duplicate and research the problem. Otherwise, refer to the system-related or hardware-related help.