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mopable
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Photoshop CS6 trial installation freezes my Macbook Pro

May 10, 2012 6:46 PM

Tags: #macbook #pro #cs6 #installation #freezing

Hey all, a question here for you.

 

I have a 2.4Ghz Macbook Pro with 4GB or RAM running 10.7.4. Whenever I try to install the Photoshop CS6 (or any other trial for that matter), the install stops halfway through and freezes my computer.

 

I've made sure that I uninstalled all of my other CS5.5 stuff and even downloaded the Adobe Cleaner to clean my system out. I even went through AppZapper to get rid of all other CS5.5 stuff too and yet this still happens to me.

 

Any idea what's going on?

4474 Views   16 Replies   Latest reply: Senator16, Oct 28, 2012 5:04 PM
 
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  • Jeff A Wright
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    1. Jeff A Wright,
    May 11, 2012 9:49 AM   in reply to mopable
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    Mopable I would recommend running the Adobe Support Advisor - http://www.adobe.com/support/loganalyzer/ to review your installation logs and discover what maybe causing your difficulties.

     
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  • mopable
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    2. mopable,
    May 11, 2012 10:32 AM   in reply to Jeff A Wright
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    Thanks Jeff, I tried that.

     

    But, there is a problem. I tried running the ASA during the installation process and after when I have to restart my computer due to freezing. Unfortunately, I can't run it during the installation because then my computer freezes and I when I run it when I restart, it just tells me that "Inspection could not identify any issues".

     

    I spoke with a few people both over the internet and on the phone and I've tried installing it in Safe Mode, under a different Admin, turning off my antivirus... I don't know what's wrong. I really don't want to have to try and repartition and wipe my entire computer as a last resort to get CS6 to work...

     

    It's pretty frusturating...

     
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  • Jeff A Wright
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    3. Jeff A Wright,
    May 11, 2012 10:43 AM   in reply to mopable
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    Mopable your next step would be to review your installation log manually.  You can find details on how to do this at Troubleshoot with install logs | CS5, CS5.5 - http://helpx.adobe.com/creative-suite/kb/troubleshoot-install-logs-cs5 -cs5.html.

     

    Alternately you can choose the package for support option and respond to this thread with your token numbers.  I would ask that before you do this you delete the contents of /Library/Logs/Adobe/Installers/ and run the install again.  This will make it easier to determine what is currently happening on your computer.

     

    Also we do have a bit of volume coming into the forums today with the Creative Cloud release so you may still want to review the installation logs yourself as I would be following the identical process when I review them.

     
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  • mopable
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    4. mopable,
    May 11, 2012 10:53 AM   in reply to Jeff A Wright
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    Unfortunately, I deleted everything a long time ago when I tried to clear my computer of everything Adobe trying to see if that was the problem. I've probed my logs folder and the only log I have now is the Adobe Reader Update.log... Yes, even my PDApp.log is gone now too. I've rechecked in multiple system locations, there's nothing.

     

    :/

     
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  • Jeff A Wright
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    5. Jeff A Wright,
    May 11, 2012 11:11 AM   in reply to mopable
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    That is probably why the Adobe Support Advisor could not identify anything.  Try your install again and then run the Adobe Support Advisor if you continue to have difficulties.

     
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  • mopable
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    6. mopable,
    May 11, 2012 3:55 PM   in reply to Jeff A Wright
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    I could try to do that, but it'll yield the same result I'm achieving currently, which is the installer hanging and then freezing my computer.

     

    After I deleted everything Adobe on my computer, including the logs, I've tried to reinstall again and run the ASA but I keep getting the same result.

     

    I know that without the logs it's nearly impossible to tell what's happening on the inside, but there doesn't seem a way to work this. I'll try redownloading the trial and then reinstalling it again. Hopefully something helps with that.

     

    EDIT -- I redownloaded the installer for the trial of PS CS6, tried to install it, but the same thing happened. Checked the log files, no additional log files there, except for a folder named Log Transport 2.

     

    If this helps out at all, the points at which the installer usually gets stuck is when it's installing "Adobe Dynamic Link Media Server" and "Adobe Fonts Recommended".

     

    EDIT EDIT -- Just tried the trial for Dreamweaver, it actually installs completely, no problem. I wonder why Photoshop isn't working then.

     
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  • mopable
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    7. mopable,
    May 12, 2012 4:13 PM   in reply to mopable
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    Sorry for the double post, but I'd like to bring attention to this again.

     

    So I've been able to install the trial for Dreamweaver without a hitch. I tried Photoshop, Illustrator and InDesign, but they all freeze up. I hope this sheds some clues.

     

    Rechecked the directory for the logs, still no logs there.

     
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  • Jeff A Wright
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    8. Jeff A Wright,
    May 13, 2012 7:45 AM   in reply to mopable
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    Mopable if you are unable to locate your log files then I would recommend contacting a member of our support team.  We have extended coverage this weekend due to the release of Creative Suite 6 and Creative Cloud.  Please go to Help and choose contact us.  You will then want to select Creative Cloud and Downloading, Installing, and Setting up as the topic.  Finally click on the I still need help option.

     
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  • mopable
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    9. mopable,
    May 14, 2012 1:04 PM   in reply to Jeff A Wright
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    See, I know where the log files are located, it's just that they aren't there.

     

    Have you ever encountered a problem like this before where the installer has frozen on someone?

     
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  • Jeff A Wright
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    10. Jeff A Wright,
    May 14, 2012 1:59 PM   in reply to mopable
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    Is it freezing prior to being able to click on the install button?  If so you would want to look for the PDApp.log file which will help explain why you would not have log files.  The same document I referenced earlier will provide you details on how to accomplish this.

     
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  • mopable
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    11. mopable,
    May 14, 2012 2:27 PM   in reply to Jeff A Wright
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    No, it freezes during installation. That and there's no PDApp.log or log files in the log directory.

     
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  • Jeff A Wright
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    12. Jeff A Wright,
    May 14, 2012 3:19 PM   in reply to mopable
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    Ok Mopable again I would encourage you to contact our support team.  This will allow you to work directly with a technician.  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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  • Manish-Sharma
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    13. Manish-Sharma,
    May 14, 2012 4:26 PM   in reply to Jeff A Wright
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    try these solution and then check:-

     

    If you are running Snow Leopard or Lion OSX, navigate to Disk

    utility->Preferences. Uncheck "verify checksums". Then try installing the

    content from the other 3 discs.

     

    If they install successfully, please go back to the Disk utility->

    Preferences option and reselect "verify checksums".

     

    or

     

    Contact Support

     
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  • mopable
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    14. mopable,
    May 14, 2012 5:31 PM   in reply to Manish-Sharma
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    Thanks.

     

    I finally got it to work. I tried to load them through Safe Mode one last time and it worked.

     
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  • thunderfromdownunder
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    15. thunderfromdownunder,
    May 17, 2012 2:10 AM   in reply to mopable
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    Hi Chaps

     

     

    I had the same issues as most of you I have both a 27'' and a macbook pro 17''.

     

    I Rang adobe support and the only thing I got out of it was being disconnected all of the time.

     

    I had no issues installing on my 27'' but I had freezing on my macbook pro so I read all the ways you tried to install cs6 and this is the method I got ps6 installed.

     

    my config for macbook pro is the icore 7 and 8 gig ram

     

    1. I unistaled photoshop previous versions and any left over folders associated with photoshop I deleted.

    2 I went in to disk utility and turned of under preferences ""verify checksum"

    3 I put my mac into safeboot mode and I had no issue instaslling ps cs6

    4.rebooted my back and turned on verify checksum in disk utility preferences.

     

    I hope this helps you out I have only just converted over to mac so I am not that technical with them yet.

     

    Good luck and looking forward to hearing that what I did helped you

     

     

    Cheers

     
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  • Senator16
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    16. Senator16,
    Oct 28, 2012 5:04 PM   in reply to mopable
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    I had the same problem with the freezing on a new Macbook Pro 15".  After reading this forum I started in safe mode and the install went as it should.

     

    It only took about 5 or so hours to figure this all out.

     

    NOT THE WAY IT SHOULD BE! 

     
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