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ambeexx
Currently Being Moderated

Installing the trial of Master Collection CS6 on mountain lion

Aug 5, 2012 10:59 PM

Tags: #error #x #adobe #lion #mac #install #apple #fail #collection #master #failed #installation #os #support #advisor #mountain #10.8

i keep having this problem no matter how many times i reinstall and redownload.

i keep getting the installation failed message.

I have followed everything i can find to try and fix the problem and nothing is working

i have been trying to download the trial for almost a week now.

here's the message that comes up:

Screen Shot 2012-08-06 at 06.50.00.png

 
Replies
  • Currently Being Moderated
    Aug 6, 2012 10:54 AM   in reply to ambeexx

    It appears you are having installation difficulties as opposed to problems downloading.  I would recommend reviewing your installation logs manually.  You can find details on how to accomplish this at Troubleshoot with install logs | CS5, CS5.5, CS6 - http://helpx.adobe.com/creative-suite/kb/troubleshoot-install-logs-cs5 -cs5.html.

     

    If you are still having difficulty please use the Package for Support option and respond to this thread with your token number.  I would strongly recommend though reviewing your installation logs first though as myself or other Adobe employees would be completing the identical steps as what is listed in the document.

     
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  • Currently Being Moderated
    Feb 3, 2013 7:13 AM   in reply to ambeexx

    I am having the same problem.

     
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  • Currently Being Moderated
    Feb 3, 2013 9:50 AM   in reply to bobbieturner

    Bobbieturner what error messages did you uncover when you reviewed your installation logs?

     
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  • Currently Being Moderated
    Feb 4, 2013 8:51 AM   in reply to Jeff A Wright

    Jeff I get as far as MAC HD/Library/Logs and then I dont see adobe...

     
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  • Currently Being Moderated
    Feb 4, 2013 2:04 PM   in reply to bobbieturner

    Bobbieturner I would recommend contacting our support team then if you are facing difficulties with locating the installation log files.

     
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  • Currently Being Moderated
    Feb 5, 2013 8:19 AM   in reply to Jeff A Wright

    2/5/2013 08:56:24.791 [INFO] PDAPP.AppletManager Loading progress1048576 out of 1280212

    2/5/2013 08:56:24.792 [INFO] PDAPP.AppletManager Loading progress1114112 out of 1280212

    2/5/2013 08:56:24.812 [INFO] PDAPP.AppletManager Loading progress1179648 out of 1280212

    2/5/2013 08:56:24.814 [INFO] PDAPP.AppletManager Loading progress1245184 out of 1280212

    2/5/2013 08:56:24.815 [INFO] PDAPP.AppletManager Loading progress1280212 out of 1280212

    2/5/2013 08:56:25.146 [INFO] Deployment.D6FlexApplication Application load complete. Initializing the application

    2/5/2013 08:56:25.149 [INFO] Deployment.ApplicationStartup Processing the application startup

    2/5/2013 08:56:25.151 [INFO] PDApp.ExternalGateway Recieved Applet Loading Completion

    2/5/2013 08:56:25.152 [INFO] Deployment.ApplicationStartup Communication Manager initialized. Loading ZString

    2/5/2013 08:56:25.154 [INFO] ZStringLoader Trying to load ZString for preferred locale - en_US

    2/5/2013 08:56:25.180 [INFO] ZStringLoader Locale set to - en_US

    2/5/2013 08:56:25.180 [INFO] Deployment.ApplicationStartup ZString initialized with locale: 'en_US'. Starting deployment workflow.

    2/5/2013 08:56:25.190 [INFO] Deployment.ApplicationStartup Font fallback applied is applicationFonts 'Lucida Grande, Segoe UI, Tahoma, _sans' inputControlFonts: 'Lucida Grande, Segoe UI, Tahoma, _sans'

    2/5/2013 08:56:25.193 [INFO] Deployment.FetchMediaInformation Start fetching the payloads data

    Tue Feb  5 08:56:25 2013    [INFO] PDApp.AppletManager - Loading Applet - DWA_Native for WindowID - 1

    Tue Feb  5 08:56:25 2013    [INFO] DWANative - Build Version - 6.0.335.0

    Tue Feb  5 08:56:25 2013    [INFO] DWANative - Logging Level verbosity Set  to 4

    2/5/2013 08:56:25.284 [INFO] DeploymentNativeApplet Media Signature found as {74EB3499-8B95-4B5C-96EB-7B342F3FD0C6}

    2/5/2013 08:56:25.285 [INFO] Deployment.FetchMediaInformation Summary file created for troubleshooting at path: file://///tmp/E8CFBF49-4B0A-4BFC-AAB2-4665AD34A932/summary.htm

    2/5/2013 08:56:25.290 [INFO] DeploymentNativeApplet Setting System statistics data...

    2/5/2013 08:56:25.292 [INFO] Deployment.DirectoryTokens Extracting tokens for mac

    2/5/2013 08:56:25.294 [INFO] Deployment.DirectoryTokens Adding a token with name [AdobeProgramFiles] and value /Applications

    2/5/2013 08:56:25.294 [INFO] Deployment.DirectoryTokens Adding a token with name [AdobeCommon] and value /Library/Application Support/Adobe

    2/5/2013 08:56:25.295 [INFO] Deployment.DirectoryTokens Adding a token with name [Common] and value /Library/Application Support

    2/5/2013 08:56:25.295 [INFO] Deployment.DirectoryTokens Adding a token with name [ProgramFiles] and value /Applications

    2/5/2013 08:56:25.296 [INFO] Deployment.DirectoryTokens Adding a token with name [SharedApplicationData] and value /Library/Application Support

    2/5/2013 08:56:25.296 [INFO] Deployment.DirectoryTokens Adding a token with name [SharedDocuments] and value /Users/Shared

    2/5/2013 08:56:25.296 [INFO] Deployment.DirectoryTokens Adding a token with name [Utilities] and value /Applications/Utilities

    2/5/2013 08:56:25.297 [INFO] Deployment.DirectoryTokens Adding a token with name [FontsFolder] and value /Library/Fonts

    2/5/2013 08:56:25.297 [INFO] Deployment.DirectoryTokens Adding a token with name [Library] and value /Library

    2/5/2013 08:56:25.298 [INFO] Deployment.DirectoryTokens Adding a token with name [LibraryPreferences] and value /Library/Preferences

    2/5/2013 08:56:25.298 [INFO] Deployment.DirectoryTokens Adding a token with name [ScriptingAdditions] and value /Library/ScriptingAdditions

    2/5/2013 08:56:25.299 [INFO] Deployment.DirectoryTokens Adding a token with name [UserPreferences] and value /Users/turtlebobbie/Library/Preferences

    2/5/2013 08:56:25.299 [INFO] Deployment.DirectoryTokens Adding a token with name [UserCommon] and value /Users/turtlebobbie/Library/Application Support

    2/5/2013 08:56:25.300 [INFO] Deployment.DirectoryTokens Adding a token with name [UserHome] and value /Users/turtlebobbie

    2/5/2013 08:56:25.301 [INFO] DeploymentNativeApplet Checking whether the media with signature '{74EB3499-8B95-4B5C-96EB-7B342F3FD0C6}' has been run on this system

    Tue Feb  5 08:56:25 2013    [WARN] DWANative - Could not retrieve media signature from the arguments.

    2/5/2013 08:56:25.304 [INFO] DeploymentNativeApplet Fetching the setup manifest from media

    Tue Feb  5 08:56:25 2013    [WARN] DWANative - Error in getting pdbGetInstallState 4

    2/5/2013 08:56:25.599 [ERROR] DeploymentNativeApplet Payload list has no result top level tag: Return value is <error>Error in getting data from MDB</error>

    2/5/2013 08:56:25.602 [INFO] AAMShared.DynamicViewMediator Showing screen with screenID : SCREEN_INSTALL_FAILURE

    2/5/2013 08:56:25.674 [INFO] DeploymentNativeApplet Launch Successful

    2/5/2013 08:56:25.684 [INFO] Deployment.ScreenNavigationCommand Approximate total time taken in startup is 531 milliseconds

    Tue Feb  5 08:56:25 2013    [INFO] Setup - TimeLog: PDApp window came. Exiting

    Tue Feb  5 08:56:25 2013    [INFO] Setup - =================  Exiting Installer with Code: 0  =================

     

     

    Tue Feb  5 08:56:25 2013    [INFO] PIM - PIMSqlite closeDB status 0

    Tue Feb  5 08:56:25 2013    [INFO] PIM - FREE PIM Instance ...

    2/5/2013 08:57:49.517 [INFO] PDApp.HostMessageHandler Front applet found

    Tue Feb  5 08:57:49 2013    [INFO] PDApp.AppletManager - Un-loading Applet - DWA_Native for window ID - 1

    Tue Feb  5 08:57:49 2013    [INFO] PDApp.ExternalGateway - Callng the finalize function of the applet ID - DWA_Native

    2/5/2013 08:57:49.546 [INFO] PDApp.HostMessageHandler Recieved force window close message

    2/5/2013 08:57:49.547 [INFO] PDApp.HostMessageHandler Sending message to native

    Tue Feb  5 08:57:49 2013    [INFO] PDApp.WindowManager - Destroying window with ID - 1

    Tue Feb  5 08:57:49 2013    [WARN] PDApp.WindowManager - GetAPEWindowIDString failed, Unable to find PlayerRef!

    Tue Feb  5 08:57:49 2013    [INFO] PDApp - Last window destroyed quiting as event. Quiting application as an event (async)...

    Tue Feb  5 08:57:49 2013    [INFO] PDApp.WindowManager - Destroying PDApp main window with ID - 1

    Tue Feb  5 08:57:49 2013    [INFO] PDApp.WindowManager - DestroyAllAPEWindow failed, APE Window count is zero while destroying all APEWindow's

    Tue Feb  5 08:57:49 2013    [INFO] PDApp - Terminating MessageQueueManager

    Tue Feb  5 08:57:49 2013    [INFO] PDApp.AsyncMsgProcessor - Terminating AsyncMsgProcessor Message Queue

    Tue Feb  5 08:57:49 2013    [INFO] PDApp.AsyncMsgProcessor - Terminating AsyncMsgProcessor

    Tue Feb  5 08:57:49 2013    [INFO] PDApp.MessageQuequeManager - Message Queue Manager destructed

    Tue Feb  5 08:57:49 2013    [INFO] PDApp - Terminating AppletManager

    Tue Feb  5 08:57:49 2013    [INFO] PDApp.AppletManager - AppletManager destructed

    Tue Feb  5 08:57:49 2013    [INFO] PDApp - Terminating WindowManager

    Tue Feb  5 08:57:49 2013    [INFO] PDApp - Terminating NativeCommandHandler

    Tue Feb  5 08:57:49 2013    [INFO] PDApp.ExternalGateway - NativeCommandHandler destructed

    Tue Feb  5 08:57:49 2013    [INFO] PDApp - Terminating NativePlatformHandler

    Tue Feb  5 08:57:49 2013    [INFO] PDApp.ExternalGateway - NativePlatformHandler destructed

    Tue Feb  5 08:57:49 2013    [INFO] PDApp - Terminating ExternalGateway

    Tue Feb  5 08:57:49 2013    [INFO] PDApp.ExternalGateway - ExternalGateway destructed

    Tue Feb  5 08:57:49 2013    [INFO] PDApp - Terminating APE

    Tue Feb  5 08:57:49 2013    [INFO] PDApp - Releasing all locks acquired

    Tue Feb  5 08:57:49 2013    [INFO] PDApp - Quiting Application

     
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