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mikeh_es
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Can't install CS6 properly

May 7, 2012 2:22 AM

I downloaded the Master Collection trial.  I then uninstalled the previous version.  The Application Manager would not run at first. I had to restart my computer and then run it to get the uninstall to work.

 

and tried installing this new one and it won't install. It just hangs on "Preparing for Install..." Finder shows it's not responding so I force quit. When I try running the installer again nothing happens. I restart the computer and try installing again and get the same thing.

 

I finally just let it sit on the "Preparing for Install" screen and it appears to actually be installing. I noticed the applications start appearing in the Applications folder.  I waited as long as I felt was necessary for a proper install (about 30 minutes) and force quit the installer. The apps all report damaged installations when I run them. The Adobe Application Manager also will not run. It says it's damaged and gives a link to install the manager again, which doesn't seem to fix anything.

 

So now I can't uninstall the damaged installation to try reinstalling again.

 

I'm using an early 2011 MacBook Pro 17" i7 with OS X 10.7.3.  Everything else with my computer works perfectly.

13062 Views   24 Replies   Latest reply: Jeff A Wright, Jun 7, 2012 7:55 AM
 
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  • mikeh_es
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    1. mikeh_es,
    May 7, 2012 2:29 AM   in reply to mikeh_es
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    I just tried running the installer again without uninstalling first.  The progress bar on the "Preparing for Install" screen starting moving this time, but I quickly got an installation error.

     

    Your installation encounted errors.

     

    Inconsistency in the installer database.  Please restart your computer and install again. The error summary file may help you identify the issue.

     

     

    Here's what's in that file:

     

    Exit Code: 15

    -------------------------------------- Summary --------------------------------------

    - 0 fatal error(s), 2 error(s), 0 warning(s)

     

    ERROR: ASU has quit unexpectedly.

    ERROR: Media DB Error : 18

    ---------------------------------------------------------------------- ---------------

     
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  • mikeh_es
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    2. mikeh_es,
    May 7, 2012 2:51 AM   in reply to mikeh_es
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    I found a folder in Utilities called "Adobe Application Manager" which contained various folders including "core" which contained an app called "RemoveAAM", among Adobe Application Manager.  The "Adobe Application Manager" appears to be the updating app for the suite, yet in the "Adobe Installers" folder in Utilities there's the "Adobe CS6 Master Collection" alias which links to another Adobe Application Manager app (named with random characters) that is an uninstaller for the suite.  Not sure why there's so many different apps that show as "Adobe Application Manager" when they are run.

     

    Anyways, I ran the RemoveAAM and it ran in Terminal and seemed to work.  I then Ran the Adobe CS6 Master Collection alias and tried to uninstall.  I kept getting a uninstallation cancelled error.  I restarted and then ran it again.  This time it appears to have uninstalled.  I'm going to wait until I get a response about this from Adobe so I don't get stuck again.

     
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  • Vikrant Rai
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    3. Vikrant Rai,
    May 7, 2012 2:56 AM   in reply to mikeh_es
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    Another user has posted the following solution:

    Here is how to solve that problem on Mac Lion

     

    1) ShutDown you Mac

    2) Boot the Mac while holding down the shift key untill the Login Window appears

    3) Login and open the CS6 Disk Image

    4) Copy the contents of the disk image (Blue PS Icon) to the desktop

    5) Launch the installer from the desktop NOT the Disk Image

    6) In my case it installed just fine....

    7) Reboot the Mac so that the without the Shift key to re-enable the system extensions

     

    Let us know if this helps.

     
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  • mikeh_es
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    4. mikeh_es,
    May 7, 2012 3:10 AM   in reply to Vikrant Rai
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    I am redownloading the DMG with a direct link instead of using the download manager in case it was a corrupted installation image.  I don't trust the download managers, even though the DMG passes the check.  I'm also going to just try Production Premum instead of Master Collection since that's all I need.

     

    To be honest, we shouldn't have to jump through hoops like staring in safe mode to properly install an application, as I feel the instructions you provided do.  However, if the installation fails again with this new download I'll give it a shot.  Thanks.

     
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  • bryanrowland
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    5. bryanrowland,
    May 7, 2012 5:02 AM   in reply to mikeh_es
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    I am experiencing the same problem with CS6 Production Premium as well. I am going to use the direct download link and try again.  I tried using the adobe cleanup program with no success. I tried this on my 2 systems (desktop and laptop) and had the exact same issues. Frustrating.

     
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  • bryanrowland
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    6. bryanrowland,
    May 7, 2012 7:17 AM   in reply to Vikrant Rai
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    This worked for me- Thanks.

     
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  • Jeff A Wright
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    7. Jeff A Wright,
    May 7, 2012 7:50 AM   in reply to bryanrowland
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    Mikeh_es and Bryanrowland I am curious did either of you install the beta for Photoshop CS6 or participate in the pre-release program for Creative Suite 6?

     
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  • bryanrowland
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    8. bryanrowland,
    May 7, 2012 8:27 AM   in reply to Jeff A Wright
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    No. I had production premium 5.5 on my computers before trying to install CS6 this morning. I was finally able to get it to install after holding down the shift key while restarting.

     
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  • Jeff A Wright
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    9. Jeff A Wright,
    May 7, 2012 8:40 AM   in reply to bryanrowland
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    Thanks for the response Byranrowland!  It appears you were able to install successfully in Safe Boot mode.  This indicates you have a problem with a third-party extension, start-up item, or a font.  Often times though there is not a reason to go beyond this step as the conflict only occurs when trying to install the software.

     
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  • mikeh_es
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    10. mikeh_es,
    May 7, 2012 3:07 PM   in reply to Jeff A Wright
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    There was a link to download CS6 Master Collection trial last week that I found on another forum.  I didn't find out it wasn't the official version until after I had installed it.  Adobe shouldn't put things like that on their servers if they shouldn't be downloaded and installed.  Anyway, I uninstalled it before trying to install the official trial.  Is there any instructions to manually uninstall that?  I'm concerned there's some files the uninstaller didn't remove that's causing the problem.

     
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  • Jeff A Wright
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    11. Jeff A Wright,
    May 7, 2012 3:09 PM   in reply to mikeh_es
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    Mikeh_es I don't know what you downloaded last week but you should be able to use the uninstaller located in Applications/Utilities/Adobe Installers to remove the software.  You can also utilize the cleaner tool located at http://www.adobe.com/support/contact/cscleanertool.html if you still have problems removing the software.

     
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  • mikeh_es
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    12. mikeh_es,
    May 7, 2012 6:14 PM   in reply to Jeff A Wright
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    I did that.  Master Collection still does not install properly.  The installer hangs on the "Preparing for Install" screen but seems to still copy files to the Applications and Library folders.  The apps all say they are damaged installations.  Uninstalled again and tried the Production Premium installer and that works fine.  I did a direct download of Production Premium and used the Download Assistant for Master Collection.  There's either something wrong with the Download Assistant damaging the installation DMG or the Master Collection installer is bad.

     
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  • andy-mario
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    13. andy-mario,
    May 8, 2012 4:35 AM   in reply to mikeh_es
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    For me too, I downloaded with Adobe Download manager the Master Collection trial but the installer hangs (with spinning beach ball) immediately after clicking "install" showing the screen I attached.

    Also to close it I have to restart the macbook, can't force quit.

    I still have 5.5 installed.

     

     

    screen.png

     
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  • Jeff A Wright
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    14. Jeff A Wright,
    May 8, 2012 8:01 AM   in reply to andy-mario
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    Oh I will try to duplicate the behavior today on virtual machine for trying to download and install the Master Collection.  I will report back to this thread regarding the results.

     
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  • andy-mario
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    15. andy-mario,
    May 8, 2012 8:21 AM   in reply to Jeff A Wright
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    Jeff, I solved it following Vikrant steps: rebooted in safe mode, extracted all the files from .DMG and then install went smooth. After that I removed cs5.5 with Adobe cleaner.

    Now CS6 Master trial is working for me.

     

    For sure, there are some problems with the master collection installer, as you have to be in safe mode to get it working, you'd better check!

     
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  • Jeff A Wright
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    16. Jeff A Wright,
    May 8, 2012 8:48 AM   in reply to andy-mario
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    Ok yea I have the Master Collection downloading now so I will still verify there is not a probelm with the install files.  From what you just described though it sounds like the download and install files are ok.  Thanks for the update Andy-mario

     
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  • Jeff A Wright
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    17. Jeff A Wright,
    May 8, 2012 10:05 AM   in reply to Jeff A Wright
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    Just an update was able to download and install successfully.  So it appears the download is fine.  As Andy-Mario posted the difficulties are with something system specific which is why he was able to install in Safe Boot mode.

     
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  • paulalynnlarson
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    18. paulalynnlarson,
    May 8, 2012 2:58 PM   in reply to Jeff A Wright
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    download cs6 master collection today.  when I do start programs (cs6) I get a list that doesn't include photoshop

     
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  • Jeff A Wright
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    19. Jeff A Wright,
    May 8, 2012 4:06 PM   in reply to paulalynnlarson
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    Paulalynnlarson were you able to install the software successfully?  Also if you wouldn't mind starting a new topic for your inquiry in the Download, Installation, Set up Forum - http://forums.adobe.com/community/download_install_setup.  I temporarily don't have the ability to move your post and I don't think your issue will be exactly the same as the one posted above.

     
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  • mfiorentino
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    20. mfiorentino,
    May 10, 2012 7:12 AM   in reply to mikeh_es
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    I suspect a font cache problem. Try activating only the system fonts, then clear all font caches (I use FontExplorer Pro to do this but any other means can be used). Clear your install session via the Adobe Creative Suite Cleaner Tool and try again. Cheers.

     
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  • devfrombeyond
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    21. devfrombeyond,
    May 11, 2012 8:42 AM   in reply to mikeh_es
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    I am also having a problem installing Photoshop CS6. I have the same computer as mikeh_es, an early 2011 Macbook Pro 17" i7 with OSX 10.7.3. I had installed the Photoshop CS5.5 trial a while back and then uninstalled it. The Adobe Application Manager seems to download entirely, but then fails at installation. The error is "The download appears corrupted. Press Cancel, wait a few minutes and try again. (-60)" I have retried about 5 times thinking it was due to a server issue, but I have had no luck.

     
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  • devfrombeyond
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    22. devfrombeyond,
    May 11, 2012 8:52 AM   in reply to devfrombeyond
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    I just checked the DLM_Native.log in the OSX console and found a bunch of errors like the following

     

    [ERROR] | E09E5FF1-8F30-4791-A1D9-0DC7A59434FF |  |  |  |  |  | Checksum validation failed for segment 510

     

    It appears there may actually be some kind of file corruption with the installer. I have over 60GB of free space on the hard drive so that should not be an issue. Perhaps there is a corrupted download file on one of Adobe's servers so it only affects certain people. I am located in Minnesota. Anyone else in the area having an issue?

     
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  • JAHnoOtoko
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    23. JAHnoOtoko,
    Jun 6, 2012 6:29 PM   in reply to Jeff A Wright
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    Just to let you guys know that I am having the same problem. I am using Lion 10.7.3 on an early 2011 MacBookPro

    I have to force restart my computer everytime I run the installer, will try the shift reboot approach but I do think it is related to the installer as I downloaded it twice and I get the same results over and over.

     
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  • Jeff A Wright
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    24. Jeff A Wright,
    Jun 7, 2012 7:55 AM   in reply to JAHnoOtoko
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    We have documentation on this error code now.  You can find more information at Exit code 15 installing | CCM, CS6 - http://helpx.adobe.com/creative-suite/kb/exit-code-15-installing-ccm.h tml.

     
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