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cannot install InDesign CS6 Trial - please help

May 7, 2012 8:06 AM

I get the following error.

 

Exit Code: 15

Media DB Error: 11

 

running Windows XP SP3

 

D@JH

 

Message was edited by: David_JH

 
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  • Currently Being Moderated
    May 7, 2012 8:17 AM   in reply to David_JH

    David_JH did you have a CS6 beta installed previously?  Please run the Adobe Support Advisor - http://www.adobe.com/support/loganalyzer/ to see if it can identify what is causing your difficulties.

     
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    May 7, 2012 8:37 AM   in reply to David_JH

    Ok there will be an option to package support.  Can you please choose that option and respond to this thread with the token number it will provide you.

     
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    May 7, 2012 9:08 AM   in reply to David_JH

    Thanks David_JH.  I wasn't able to see much in the installation logs either.  Can you please delete the contents of \Program Files\Common Files\Adobe\Installers\ and try the installation again.  Once done can you please utilize the Package for Support option again and respond with your updated token number.  This will give us a fresh install log to look at as opposed to the current series of logs which is available at the moment.

     
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    May 7, 2012 9:21 AM   in reply to David_JH

    I am sorry David_JD but I am still seeing references to installations as early as 4/30.  Were you able to locate \Program Files\Common Files\Adobe\Installers\ successfully and delete it's contents?   Are you receiving your original error prior to being able to click on the installation button?

     
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    May 7, 2012 10:41 AM   in reply to David_JH

    Yes I see references to 5/7 but 4/30 still persists even with your most recent token number.  You are welcome to follow the process detailed in Troubleshoot with install logs | CS5, CS5.5 - http://helpx.adobe.com/creative-suite/kb/troubleshoot-install-logs-cs5 -cs5.html as the process to review the logs has not changed with CS6.

     

    Otherwise I would recommend contacting our support team.  For the best assistance, I recommend our chat support at http://adobe.ly/yxj0t6.  Our chat representatives can provide a personalized experience to resolve the issue you have described.

     
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    May 7, 2012 10:41 AM   in reply to Jeff A Wright

    Also to add to my previous post the information I am seeing under 5/7 is not providing the errors which are occuring when you try to install.

     
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    May 7, 2012 10:53 AM   in reply to David_JH

    Nope it should be grabbing from that location.  Yea without getting the proper install logs I am unable to diagnose exactly what is going on.  The errors provided so far are not actionable.  One to one support through chat has more options as they can work with you directly.  If you wouldn't mind posting what the resolution is though David_JH I would be interested to know the results.

     
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    May 7, 2012 10:11 PM   in reply to David_JH

    I was having a problem installing cs6 design web premium on my new macbook pro. I kept getting the error 'designwebpremium_c invalid checksum'. It was attempting to mount with the default 'DiskImageMounter' but when I tried mounting through the Disk Utility it did mount. Maybe the same issue with your pc?

     
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    Aug 9, 2012 3:21 PM   in reply to David_JH

    Hi David_JH

     

    I had the same issue with the exit code.

    The following worked for me - deleting all files in the following folders

     

    C:\Program Files\Common Files\Adobe\caps

    C:\Program Files\Common Files\Adobe\backup

     

    rerun the installer

     
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    Aug 9, 2012 3:25 PM   in reply to j3susl!ves

    Please if trying j3susl!ves solution insure you have removed any Adobe Creative software first.  These folders contain part of the licensing information.

     
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    Aug 9, 2012 3:31 PM   in reply to Jeff A Wright

    If the same happens to David as happened to me, uninstall does not work for any adobe software currently installed. Oleder versions of Creative Suite did not update either due to the Exit Code 15 error. Once the files were removed, updates for the CS5 were successfully applied and programs opened.

     

    And I was then able to install Dreamweaver CS6 without issue.

     

    I had no licensing or activation issues.

     
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    Aug 16, 2012 11:50 PM   in reply to Jeff A Wright

    Amazing. Today is Aug 16, 2012. I am having the same exact issues downloading CS6 Design and Web Premium on my Mac OSX 10.7.4. You would think Adobe would include the recommended clean-up routines in the installer by now. This is very frustrating something as simple as a Mac would require such technical steps to install an application.

     

    I encountered installation issues on my Windows box installing CS3 years ago. I thought it was just a MS issue. Go figure.

     
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