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cannot install InDesign CS6 Trial - please help

New Here ,
May 07, 2012 May 07, 2012

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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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Adobe Employee ,
May 07, 2012 May 07, 2012

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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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New Here ,
May 07, 2012 May 07, 2012

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no CS6 beta previously installed, only InDesign CS5 (not CS5.5)

after running ASA:

Inspection could not identify any issues. Please contact Adobe Support for further assistance. http://www.adobe.com/support

David

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Adobe Employee ,
May 07, 2012 May 07, 2012

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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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New Here ,
May 07, 2012 May 07, 2012

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Hi Jeff, here it is:

00-07357-085507052012

David.

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Adobe Employee ,
May 07, 2012 May 07, 2012

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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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New Here ,
May 07, 2012 May 07, 2012

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00-36273-091607052012

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Adobe Employee ,
May 07, 2012 May 07, 2012

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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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New Here ,
May 07, 2012 May 07, 2012

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I deleted all the contents of C:\Program Files\Common Files\Adobe\Installers\.

I click the Install button and it begins to install. Approximately 20 to 30 seconds later I get the original error.

Are you looking at the correct log? I just took a look at it and all the references I see are for Mon May 07 12:14:54 2012.

I'll run ASA and package again. Here's the new token number:

00-62694-100607052012

David.

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Adobe Employee ,
May 07, 2012 May 07, 2012

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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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Adobe Employee ,
May 07, 2012 May 07, 2012

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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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New Here ,
May 07, 2012 May 07, 2012

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Are we looking at different things?

Does the ASA Package gather data from somewhere else?

I'll start a chat with support to see if they can help.

From C:\Program Files\Common Files\Adobe\Installers\Adobe Setup Error.log.gz\Adobe Setup Error.log

[    2364] Mon May 07 12:13:45 2012  INFO
DEVersion: 6.0.0.0
Loading library from C:\~\Local Settings\Application Data\Adobe\OOBE\PDApp\DECore\DE6\Setup.dll
[    2364] Mon May 07 12:13:45 2012  INFO
::START TIMER:: [Total Timer]
CHECK: Single instance running
CHECK : Credentials
Load Deployment File
CHECK : Another Native OS installer already running
Create Required Folders
Assuming install mode
Looking up install source path
[    4992] Mon May 07 12:13:45 2012  INFO
::START TIMER:: [Bootstrap]
Perform Bootstrapping ...
[    2364] Mon May 07 12:13:45 2012  INFO
Sync Media DB ...
::START TIMER:: [Sync Media DB]
[    2364] Mon May 07 12:13:45 2012 ERROR
Media DB Error : 11
[    2364] Mon May 07 12:13:45 2012  INFO
:: END TIMER :: [Sync Media DB] took 138.959 milliseconds (0.138959 seconds)
:: END TIMER :: [Total Timer] took 203.882 milliseconds (0.203882 seconds) DTR = 19.6192 KBPS (0.0191594 MBPS)
Waiting for Bootstrapping to finish...
[    4992] Mon May 07 12:14:54 2012  INFO
:: END TIMER :: [Bootstrap] took 68967.3 milliseconds (68.9673 seconds) DTR = 1084.34 KBPS (1.05893 MBPS)
-------------------------------------- Summary --------------------------------------
- 0 fatal error(s), 1 error(s), 0 warning(s)

ERROR: Media DB Error : 11

Please search the above error/warning string(s) to find when the error occurred.
These errors resulted in installer Exit Code mentioned below.
-------------------------------------------------------------------------------------
[    2364] Mon May 07 12:14:55 2012  INFO
Exit Code: 15 - Media DB Sync failed.

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Adobe Employee ,
May 07, 2012 May 07, 2012

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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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New Here ,
May 07, 2012 May 07, 2012

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I will let you know what happens.

David.

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New Here ,
May 07, 2012 May 07, 2012

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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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New Here ,
Aug 09, 2012 Aug 09, 2012

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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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Adobe Employee ,
Aug 09, 2012 Aug 09, 2012

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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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New Here ,
Aug 09, 2012 Aug 09, 2012

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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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New Here ,
Aug 16, 2012 Aug 16, 2012

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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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