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PSE8 will not install on Mac Snow Leopard 10.6.1

Oct 28, 2009 4:01 PM

This question is far from being answered.  I've been trying for three days to install PSE8 on my Macbook Pro - no luck.  The installation bars go to about 90% of the installation, then the program quits and the disc is ejected.  The message says "Failed Installation."  Error type 2.  Go figure.  I tried removing other Adobe products - Acrobat Pro & Lightroom - still can't install PSE8.  I've followed the suggestions made on another post - no better.  I've contacted Adobe support several times (with very long periods on hold), and have been told that the incident report has been escalated to another group of technicians.  I haven't heard back from them.  To make things worse, I also uninstalled PSE6 from my machine, thinking that perhaps it was causing  a problem.  Now, I can't reinstall it.

 

I think that there must be something about PSE8 that isn't compatible with Mac OS 10.6.1.  I certainly hope that the problem can be fixed, or this may be the last Adobe product I'll ever purchase.

 

Mark

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    Adobe Employee
    Oct 28, 2009 11:01 PM

    Hi Mark,

     

    Could you please confirm if you have ever upgraded the OS from Tiger/Leopard to Snow Leopard?

    I have seen the issues being reported on the forum that PSE 8 is not being compatible to Snow Leopard which is not the case. Different users upgrade their OS in different ways which is corrupting Adobe database files which is causing these issues.

    Could you please confirm if this is the case?

     

    Currently, what all other Adobe products are installed on your machine?

     

    Regards,

    Ankush

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    Adobe Employee
    Oct 29, 2009 1:15 AM

    Could you please join me in a net meeting and then we can dig more into your issue?

    I have also sent you a private message with the same request...this way it will be easy to visualize the issue and hopefully, resolve it.

     

    Thanks,

    Ankush

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    Oct 31, 2009 11:21 AM

    I have almost exactly the same problem. I cannot install Photoshop Elements 8 om my new Macbokk Pro with Snow Leoperd.

    Some info:

    Snow Leopard is upgraded from Tiger

    I have uninstalled all my Adobe products from the Mac (using Adobe installer)

     

    I start the setup.app, enter my serial number, and it keeps hanging on the "preparing to install". Nothing happens.

    Also: the "install"-button in the setup turn "white" and "click-able" almost immidiately after starting the install. There is no progress bar, nothing.

     

    Please help!

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    Nov 1, 2009 6:50 AM

    I also could not get PSE8 to install on SL 10.6.1, which was upgraded from Leopard and had never had any previous versions of PSE or PS installed. Having inserted the DVD, entered the serial number and run the setup application, the installer froze at about 90% of the way through inspecting the system. After several attempts (during one of which Disk Utility had to be used to eject the PSE DVD) I decided to see if there were any files to clean up from the previous attempts, and then try once more. I found an uninstall folder and clicked the only icon there, which actually started an INSTALLATION rather than an uninstallation. This time, there was a message to insert the DVD, which I did. The installation then started, ran to completion in about fifteen minutes, and finally displayed a product registration screen. PSE 8 now seems to run as expected.

     

    Hope this helps someone.

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    Community Member
    Nov 1, 2009 10:30 AM

    Addendum to my previous post:

     

    After remaining at about 90% of the way through inspecting the system for several minutes, the installer did actually fail with an error message, rather than just remaining frozen. However, the error simply stated that the installer had encountered an error and was exiting, so was presumably a timeout in response to an underlying error.

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    Adobe Employee
    Nov 2, 2009 2:39 AM

    Hi Heidi,

     

    After you have uninstalled all the Adobe applications installed on the machine, delete the following folders from the disk:

    Library\Application Support\Adobe\caps\

    Library\Application Support\Adobe\backup\

     

    Once done, try to install PSE 8 again. If you need to install some Adobe application of CS3 version or PSE 6, then please install them before installing PSE 8.

     

    Actually we have seen these issues getting reported only when users are upgrading their OS which is somehow corrupting Adobe installer database file. If the issue doesnt get resolved please get back to me.

     

    Thanks,

    Ankush

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    Nov 2, 2009 11:22 AM

    I'm having a similar issue! Whenver I put the installation disc in, "Checking system profile" pops up,  and it gets 95% done then stops. I've tried reinserting the disc several times, but it never gets beyond the 95%. I'm running Snow Leopard on my Macbook and have never had any version of Adobe Photoshop on my machine prior to this install. HELP!!

     

    -Chelsea

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    Community Member
    Nov 2, 2009 11:56 AM

    Also, I just ran disk utility on the photoshop disc and it says: "The volume Adobe Photoshop Elements 8 was found to be corrupt and needs to be repaired."

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    Adobe Employee
    Nov 2, 2009 10:40 PM

    Hi Chelsea,

     

    What all Adobe products are installed on your machine currently? Did you upgraded your OS recently from Tiger/Leopard to Snow Leopard?

     

    Regards,

    Ankush

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    Community Member
    Nov 2, 2009 11:12 PM

    I do not have any Adobe products installed on my computer at all. I upgraded from Tiger to Snow Leopard last month.

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    Adobe Employee
    Nov 3, 2009 3:17 AM

    Hi Clogan,

     

    Will it be possible for you to join me in a net meeting, I can look into your machine on what is happening?

    I will be sending the meeting URL in private message. Let me know otherwise.

     

    Thanks,

    Ankush

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    Community Member
    Nov 3, 2009 7:14 AM

    I'm clicking on the URL to access the net meeting and starts running Adobe Connect Pro but nothing else happens.

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    Community Member
    Nov 3, 2009 2:15 PM

    You might want to try what worked for me - check if there are any files from the initial PSE8 install attempts, and run uninstall if you can. This might then enable a successful installation to take place. See my original post for details.

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    Nov 3, 2009 8:25 PM

    I can get PSE 8 installed on my Snow Leopard machine. HOWEVER I cannot install Bridge. I get a file corrupted message when I try to run Bridge. I did have PSE 6 installed which I removed, but Bridge CS3 is still on the machine. The Adobe apps that I have install are Lightroom 3 Beta and Adobe Air. For now I can use Lightroom 3 to Catalogue my photos, but that is not a fix.

     

    Thanks for any help

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    Nov 10, 2009 10:17 AM

    Ankush--you appear to be the man who is solving all the pse8 installation problems.  I upgraded to snow leopard on my imac. I bought the pse8 program and inserted the disc and nothing happened.  I clicked on the icon. It asked for my password and nothing happened.  What should I do?  Thanks

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    Community Professional
    Nov 10, 2009 10:19 AM

    I'm not ankush, but are you double clicking Setup?

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    Adobe Employee
    Nov 10, 2009 11:05 PM

    Barbara is the Star over here. I have just started my stint at helping users.

    Let us know in case you need any other help.

     

    Regards,

    Ankush

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    Dec 18, 2009 6:43 PM

    Ankush,

     

    I've been trying to Install PSE8 on a Mac with Snow Leopard 10.6.2 for several months without success.  I've been getting as far as the Install Screen but then nothing.  I used your advice of deleting:

     

    Library\Application Support\Adobe\caps\

    Library\Application Support\Adobe\backup\

     

    but without deleting the PSE6 already installed.  Now the installation was completely successful.

     

    Thanks for the advice

     

    John

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    Adobe Employee
    Dec 20, 2009 11:38 PM

    Hi John,

     

    It would have been much better if you would have uninstalled PSE6 first before deleting those two databse files. Those files contains installer database information and that contained the information for PSE6 and now that they have been deleted, the new database file which PSE8 installer must have created will now have information for PSE6 so now, whenever in the future you will try to reinstall/uninstall PSE6 you might be recieved with an installer error message. I am sorry to say but there is no workaround known to me to fix that error.

    In future, whenever you have to uninstall PSE6 try to search for a kb article to instruct you how to remove all the files installed by PSE6. I would also suggest to keep both the versions installed on the machine for ever because manually removing files sometimes leaves traces behind and that starts conflicting the applications.

     

    Regards,

    Ankush

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    Community Member
    Dec 21, 2009 2:21 AM

    Ankush,

     

    Thanks for the tip.  I shall keep both installed until update my Mac in Feb/Mar.  I plan to do a complete fresh install of all programs then.  Something I have't done since 10.1..........

     

    PSE is working fine so thanks once again.

     

     

    John

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    Dec 27, 2009 9:48 AM

    Hi Ankush!

    I have the same problem. I bought my imac 2 weeks ago and at the same time I bought  Elements 8.0 for Mac. I have not installed any programs - this is the first. After 95% of the installation it stops and " Error 2" causes the problem. I have tried for a week now and I´m not getting any wiser. Can you help me?

     

    Terry

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    Dec 28, 2009 9:33 PM

    I also posted about this on 12/25 about 10am. 

    Brand new imac with Snow Leopard.  PSE8 was the first thing i installed.  Exact same error about corrupted or locked font.

    Error message did not say which font - the kb article suggests a font.  It's not locked.

     

    What I did was to download the trial version and then apply the product key.  Haven't had time to call adobe, but this is a workaround.

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    Feb 26, 2010 4:16 PM

    I have a new iMac 21.5 screen with OSX Snow Leopard.  I installed IWork and turbo tax with no problem.  Nothing else. 

    PSE 8 installation fails after about 80% installation just as install for PSE 8 starts. I've spent hours on the phone with Adobe and they blame it on OSX   Error analysis states:   "Uncaught JavaScript exception: Unable to read Adobe file version for path /Library/Fonts/MinionPro-Bold.otf  Apple techs have also tried."   The latest communications from Adobe instructs me on validating fonts.  We have also tried  CS3 Clean Script since the install failed several times. Case # is 0181442609.    Nothing works and Apple techs are still researching.  Any suggestions from an Adobe professional?  I am new to the Mac environment so any complicated actions may require some "hand holding".

    Thanks to all!

    Doc

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    Adobe Employee
    Feb 27, 2010 2:51 AM

    Thanks Barbara for chiming in. Luckily, I was connected today and saw this post.

     

    Doc, I would suggest go to the font location which from your post is: <Macintosh HD>/Library/Fonts/MinionPro-Bold.otf. There should be a font file with this name. If it exists, just "cut" it from this location and paste it on the desktop for some time and then try to install PSE again and see if that works.

    If the font file doesnt exist and instead an empty folder names "MinionPro-Bold.otf" exists, then delete the folder and then try to install PSE again.

     

    In either case, please do attach the installer log file in the forum thread so that I can have a look at it. They can be located at the below location:

    <Macintosh HD>/Library/Logs/Adobe/Installer/"...Adobe Photoshop Elements 8.0...."

     

    If there are multiple copies of the installer log files, then please delete them and then try to install PSE 8 again. If it fails, quit the installer and attach the new log files which are generated to this thread.

     

    Regards,

    Ankush

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    Community Member
    Feb 27, 2010 7:17 AM

    I also could not get PSE8 to install on SL 10.6.1, which was upgraded from Leopard and had never had any previous versions of PSE or PS installed

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    Adobe Employee
    Feb 28, 2010 2:07 AM

    What is the exact error which the installer is giving and where it is failing exactly?

    If it is failing at checking system profile progress bar at around 80-90%, then please refer my post and let me know if that helps:

    http://forums.adobe.com/message/2620265#2620265

     

    Regards,

    Ankush

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    Mar 14, 2010 10:09 AM

    Hi all,

     

    I got the same problem.  new macbook pro.  had PSE 6 and uninstalled it.  bought 8 on online download and installation got stuck on "preparing to install."  got help to no avail.  just got the disk as a present.  tried to install.  same thing.  stuck on "preparing to install."  Here are the adobe products i have installed.

     

    Screen shot 2010-03-14 at 12.07.53 PM.png

     

    Tried a bunch of solutions here but to no avail...

     

    Suggestions?  Help!

     

    Scott

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    Community Professional
    Mar 14, 2010 12:56 PM
    Tried a bunch of solutions here

    What, exactly, have you tried?

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    Community Member
    Mar 14, 2010 1:02 PM

    I had the same problem and Ankush helped me resolve.   In addition to getting "error code 2", you have the capability to run a more specific error code report.  I forget where you click on the adobe error page, but there is a provision for getting more information on the error code.  Mine indicated a problem with the font, "prominion bold.otf."   I ran the font validation, which did not identify any issues.  I then inactivated that font in font book, but that did not help either. Then Ankush advised me to "remove" the font from font book and save it on the desk top.  I did that and it worked. 

    Good luck

    Doc

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    Adobe Employee
    Mar 15, 2010 1:13 AM

    Hi Scott,

     

    Can you please look at my posts in the below thread? That should help you out...

     

    http://forums.adobe.com/thread/585466?tstart=0

     

    Regards,

    Ankush

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    Community Member
    Mar 15, 2010 8:45 AM

    Thanks Ankush.  Very clear but it didn't work.    This is what I got from Terminal:

     

    Last login: Mon Mar 15 09:41:50 on console

    Macintosh-6:~ ScottLukas$ sudo /Library/Application\ Support/Adobe/Installers/R2/Setup.app/Contents/MacOS/Setup --installerParent=/Library/Application\ Support/Adobe/Installers/3b1331aad15bdbfd433fca85c1cf8bc

     

    WARNING: Improper use of the sudo command could lead to data loss

    or the deletion of important system files. Please double-check your

    typing when using sudo. Type "man sudo" for more information.

     

    To proceed, enter your password, or type Ctrl-C to abort.

     

    Password:

    Begin Adobe Setup

    UI mode: Full GUI

    terminate called after throwing an instance of 'std::runtime_error'

      what():  Invalid path passed to FileSystemPath constructor.

    Abort trap

    Macintosh-6:~ ScottLukas$

     

     

    My problem is that is doesn't get past "Preparing to install."  Same workaround?

     

    Help!

     

    Scott

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    Adobe Employee
    Mar 15, 2010 8:51 AM

    Hi Scott,

     

    Can you join me in internet meeting session right now? I can quickly look at the machine and see what's going wrong? Would appreciate if you can respond quickly as its already time for me to leave for home.

     

    Regards,

    Ankush

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    Community Member
    Mar 15, 2010 8:53 AM

    Just tried Ankush's Terminal workaround.

     

    Deleted the items suggested in the adobe folder in app support folder.

     

    Don't remember the rest.

     

    Scott

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    Adobe Employee
    Mar 15, 2010 9:13 AM

    Also, can you please attach the installer log file to this thread? You can locate it inside below location:

    <Macintosh HD>/Library/Logs/Installers/Adobe/

     

    please attach the latest logs. If there are multiple log files, please delete them all and them perform the installation through Terminal again and when it fails, obtain the new log files.

     

    Regards,

    Ankush

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    Adobe Employee
    Mar 15, 2010 9:16 AM

    ok. I think I got your issue.

    Scott, what do you do when the installer hangs on "Preparing to install.." dialog? Do you Force Quit the installer?

    If yes, then before running the terminal command can you please locate if the below folder exists on your machine and is having a Setup.app inside it?

    /Library/Application\  Support/Adobe/Installers/3b1331aad15bdbfd433fca85c1cf8bc

     


    Regards,

    Ankush

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    Community Member
    Mar 15, 2010 12:10 PM

    Sorry not to get back sooner.  Just got these now.

     

    I don't technically force quit.  I just quit out.  It gives me a message saying "quit while installing" and I say yes and I'm out.

     

    Here's what i have in library/applications support/adobe/installers.  I couldn't find that exact file/foler.

     

    Screen shot 2010-03-15 at 2.09.07 PM.png

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    Mar 15, 2010 12:12 PM

    I went into the installers file as you suggested and there were many logs.  I deleted them all.  I ran Terminal again.  Same error.  Hmmmm.

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    Mar 15, 2010 12:39 PM

    I fiddled around trying you different options but no success yet.  Please let me know when we can connect.  help!

     

    Scott

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    Adobe Employee
    Mar 15, 2010 10:21 PM

    Hi Scott,

     

    The cases where the tech doc was applicable were the ones in which installer doesnt even give an error message and just hangs at 80-90% during the Preparing to install... process. Can you please confirm whether you are able to see the installer welcome screen/install option screen, etc? Or it is just after this initialization process after which the installer is giving error dialog?

    The folder, I suggested to look for, will not exist in cases where you havent Force Quit the installer. Can you attach the log file to this thread or send it over to me in email? I will send you a private message with my email ID in it.

     

    Regards,

    Ankush

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    Community Member
    Mar 16, 2010 7:44 AM

    I double click the disk and use the setup.app to install.

     

    It checks the sys profile.  I then put in my serial number, etc.

     

    Then it just stays on “Preparing to install”.  (How long is it meant to do this?  Maybe I am not waiting long enough?)

     

    I click the install button.  It goes grey and then back to white.

     

    Eventually I lose patience and quit out.

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    Mar 16, 2010 7:46 AM
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    Mar 16, 2010 7:49 AM

    I don't know how to attach a file.  See everything else but that.

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