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Exit code 6, ERROR: DF036 and Link to Adobe Support Fails

Apr 9, 2012 10:21 PM

Tags: #code #6 #exit #installation

Why does to link to customer support on the CS6 installation error fail?  It is pointing to www.stage.adobe.com but that link continues to fail?  I tried getting a chat engineer but he just refers me to these discussion forums.  How do you get help in getting this software installed?

 
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  • Currently Being Moderated
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    Apr 8, 2012 10:06 AM   in reply to 123spencer

    Adobe does not yet support CS6 because it is in beta tryout, thus the free version.  It will have bugs and problems.  Some of the links are written in anticipation of the paid version when the flaws in the beta version are fixed.  Post your problem in this forum so that employees of Adobe can see what the problem is and offer a solution or work on the problem for you.  This is a major reason why Adobe offers a beta version to the public.  Be patient.

     
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  • Noel Carboni
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    Dec 23, 2006
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    Apr 8, 2012 10:47 AM   in reply to 123spencer

    123spencer wrote:

     

    How do you get help in getting this software installed?

     

    Putting up your error information and asking specific questions here is a good way.

     

    What's going wrong?

     

    -Noel

     
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  • Noel Carboni
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    Apr 8, 2012 1:40 PM   in reply to 123spencer

    I suspect you caused the problems with the DLL by trying to integrate your old plug-ins into Photoshop CS6.

     

    At this point, I'd run whatever uninstall may be listed (if any) in the Programs and Features menu.

     

    Then I'd search your sysetm for remnants of folders that say "CS6" on them exist.  Remove any folders that have CS6 in the names.  A search on my system (on which Photoshop CS6 is working) turned up 83 different folders with CS6 in the name:

     

    Edit:  I had originally listed the files here, but this forum software inserts blanks sometimes, so here's the file separately:

     

    http://Noel.ProDigitalSoftware.com/ForumPosts/PhotoshopCS6Folders.txt

     

    -Noel

     
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  • Noel Carboni
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    Apr 8, 2012 2:50 PM   in reply to 123spencer

    The error message implies a file adbeapecore.dll is already present that it didn't expect and it gives you the path.  Can you succeed the install if you delete that too?

     

    -Noel

     
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  • Noel Carboni
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    Apr 8, 2012 3:12 PM   in reply to 123spencer

    Outside of Adobe updating their Creative Suite Removal tool in the interim, that's probably your best bet.

     

    -Noel

     
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    Apr 8, 2012 8:33 PM   in reply to 123spencer

    Since you have installed and uninstalled several times, can you give us a quick summary that makes following your trail it a bit easier?

    Include error messages for each and how you extracted files, etc.Also mention any manual removal that you may have done.

     

    Is this a 32 bit windows installation?  I did not see for sure here what type of computer you are using , OS, etc either and whether you pointed to another folder for plugins or not. That also may help to know.  We can get the installation team to take a look once you provide a bit more information.

     

    Thanks,

    Pattie

     
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  • Noel Carboni
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    Apr 9, 2012 12:02 PM   in reply to 123spencer

    I don't know whether that folder is one that's entirely Photoshop CS6-specific, but my inclination would be to rename the folder to something else so it's just not there and see if the installer can continue.

     

    Honestly, at this point you kind of have a bit of a mess of things, so be very methodical and careful to make sure you don't make it any worse, and can recover if you need to go back (e.g., to make your older Adobe software work again).

     

    -Noel

     
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  • Noel Carboni
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    Apr 9, 2012 8:29 PM   in reply to 123spencer

    It's a shame you've ended up in a Catch-22 type of situation.  You may have to wait for the "CS6 Complete Removal Tool".  Adobe should probably have had that done by the time of the beta.

     

    123spencer wrote:

     

    It started acting up after about 2 weeks with an error message related to a C++ DLL.  So I uninstalled it

     

    It occurred to me that what originally may have caused the problem might have been that you either copied plug-ins from the older version of Photoshop, or set the Extra Plug-ins Folder to point to the older version's plug-ins.

     

    -Noel

     
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  • Currently Being Moderated
    Apr 9, 2012 11:24 PM   in reply to 123spencer

    Hi,

    Please provide us with the installer logs.
    You can find them at:

    For Mac
    Library\Logs\Adobe\Installer
    For Win
    Program Files\Common Files\Adobe\Instaler

    This would help us in resolving the issue. You can send them to asnigam@adobe.com

    Regards,
    Ashutosh

     
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  • Currently Being Moderated
    Apr 10, 2012 1:25 AM   in reply to 123spencer

    123Spencer-

     

    Thanks so much for the summary and the additional information. I have forwarded all this to our installation specialist to evaluate.

    He will sift through it and see if he can figure out what the deal is with your particular  situation.  Sorry you are having such difficulty. I assure you that this is the exception rather than the rule.  Please provide him with the requested files.

     

    Pattie

     
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