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CS 6 Photoshop Error:1 on startup - no installer error

Aug 11, 2012 6:13 PM

Tags: #cs5 #cs6 #photoshop_launch_error #adobe_installer

I have a case number and I have been working with Kris in Adobe Tech Support. My problem started when CS5 Bridge stopped working. In fact, when you double click on the bridge.exe.file, it would show up in the Windows Task Manager and then promptly dissapear without a splash screen. Yes, we reset the prefs on the three check boxes, and we did clean installs... multiple times. It came to my attention that none of the 64 bit programs in CS5 were working, so Kris suggested that I download CS6 because it uses a different installer. Previously the CS 5 installer was not placing files where it should have. It was placing 90%in the Program Files and not the program files (x86) folder. With CS6 we hoped that this issue would be fixed, however it is not. Currently if I try and open the Photoshop 64  in CS6 or open Illustrator in CS6 I get an Error:1. However Bridge 64 runs perfectly. Kris and I have checked through every scrap of the system and program files and can not find a reason that this is happening.

 

Today I discovered that in C:\Program Files\Common Files\Adobe\Startup Scripts CS6\Adobe Photoshop\photoshop there is a file missing. There should be a "photoshop_en_US.dat" file and there is not. The same is true for Illustrator. Bridge DOES have this dat. file and is working fine. Now it is my understanding that picking the correct language on the installer is as important as a successful install because Adobe uses the Language selected as part of the individual activation number.

 

The root of the problem(s) I have been experiencing all relate to the Installer for CS 5 and CS 6. Adobe stated that I am the first person to have this specific kind of problem with the installer. My case number is 6183449198. I have  sent multiple log files to the escilation team a week ago and still have not heard anything from them.

 

Also, Kris L in the Philippines Call center has been great to work with on this problem.  We have worked together to try and discover exactly what is going wrong and how to fix it. Without his help, I know that I would have no idea even where the problem could be. As it is, the installer for CS5 is $#@% and the installer for CS6, while marginally better, still needs to be taken back tothe drawing board as it is still not delivering all the files that are needed to run the all of the programs in CS6. Kris statedthat Chris Cox (of Adobe Systems) may be the person to talk to about this issue, but I do not have his email address and this may be the only way to contact him.

 

Any suggestions (from ANYONE) for help would welcome.

 
Replies
  • Noel Carboni
    21,324 posts
    Dec 23, 2006
    Currently Being Moderated
    Aug 11, 2012 4:38 PM   in reply to WVU Mtn Dude

    As you've probably noticed Chris Cox frequents this forum, and he'll probably see your note.

     

    Regarding:

     

    the installer ... still needs to be taken back tothe drawing board

     

    It's hard not to agree with you there.  To this day an uninstall of one version of Photoshop will mess things up for another version still installed.

     

    -Noel

     
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  • Noel Carboni
    21,324 posts
    Dec 23, 2006
    Currently Being Moderated
    Aug 12, 2012 1:31 PM   in reply to WVU Mtn Dude

    WVU Mtn Dude wrote:

     

    What files, specifically are supposed to be in C:/Program Files/Common Files/Adobe/Startup Scripts CS 6 - for Ps and Il? (a screen shot of open folders and sub-folders would be great).

     

    Microsoft Windows [Version 6.1.7601]
    Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

     

    C:\TEMP>dir "C:\Program Files\Common Files\Adobe\Startup Scripts CS6" /s

    Volume in drive C is C - NoelC4 SSD
    Volume Serial Number is 00ED-C11E

     

    Directory of C:\Program Files\Common Files\Adobe\Startup Scripts CS6

     

    05/07/2012  06:43 AM    <DIR>          .
    05/07/2012  06:43 AM    <DIR>          ..
    05/07/2012  06:43 AM    <DIR>          Adobe Bridge
                   0 File(s)              0 bytes

     

    Directory of C:\Program Files\Common Files\Adobe\Startup Scripts CS6\Adobe Bridge

     

    05/07/2012  06:43 AM    <DIR>          .
    05/07/2012  06:43 AM    <DIR>          ..
    03/13/2012  10:39 AM            13,038 bridge-5.jsx
                   1 File(s)         13,038 bytes

     

         Total Files Listed:
                   1 File(s)         13,038 bytes
                   5 Dir(s)  1,118,521,094,144 bytes free

     

    I have Photoshop CS6 only.

     

    -Noel

     
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