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Emyn-Muil
Currently Being Moderated

Impossible to install Photoshop CS6 on Mountain Lion

Aug 12, 2012 10:43 AM

Tags: #photoshop #lion #cs6 #mountain

Hello,

 

I'm trying to install Photoshop CS6 (trial version) on my Macbook Pro (OS Mountain Lion) but I keep getting an error message at the end of the installation. I tried redownloading the DMG but no success.

I have uninstalled all my adobe programs (even the folder in Library/Application Support) and I'm running out of option now. Do you have any idea ?

 

Here's the summary of the message error :

 

Exit Code: 6

Please see specific errors and warnings below for troubleshooting. For example,  ERROR: DF024, DW063 ... WARNING: DS012 ...

 

 

-------------------------------------- Summary --------------------------------------

- 0 fatal error(s), 10 error(s), 6 warning(s)

 

 

----------- Payload: {0C4E7429-E920-4125-980E-029A87AE0A4D} AdobeColorCommonSetCMYK CS6 4.0.0.0 -----------

WARNING: DS012: LocalizeFile: Localized string not found for locale 'fr_FR' try fetching for en_US(Seq 21)

WARNING: DS012: LocalizeFile: Localized string not found for locale 'fr_FR' try fetching for en_US(Seq 22)

----------- Payload: {C7B1C1B3-368D-4C32-A818-83F1554EB398} AdobeColorCommonSetRGB CS6 4.0.0.0 -----------

WARNING: DS012: LocalizeFile: Localized string not found for locale 'fr_FR' try fetching for en_US(Seq 11)

WARNING: DS012: LocalizeFile: Localized string not found for locale 'fr_FR' try fetching for en_US(Seq 12)

----------- Payload: {48623899-C152-457D-9B30-1F957332AC2F} AdobeColorPhotoshop CS6 4.0.0.0 -----------

WARNING: DS012: LocalizeFile: Localized string not found for locale 'fr_FR' try fetching for en_US(Seq 3)

----------- Payload: {78E38D75-4D92-4F6E-B631-17A436BED680} AdobeColorVideoProfilesCS CS6 4.0.0.0 -----------

WARNING: DS012: LocalizeFile: Localized string not found for locale 'fr_FR' try fetching for en_US(Seq 5)

----------- Payload: {DE7C6FA1-AF75-48A8-B495-CFAD529BCC3D} Recommended Common Fonts Installation 2.0.0.0 -----------

ERROR: DF024: Unable to preserve original file at "/Library/Application Support/Adobe/SavedFonts/current/ACaslonPro-Bold.otf" (Seq 3)

ERROR: DW063: Command ARKDeleteFileCommand failed.(Seq 3)

----------- Payload: {311CDC89-AC18-4344-9EC9-0225328C73D3} Required Common Fonts Installation 2.0.0.0 -----------

ERROR: DF024: Unable to preserve original file at "/Library/Application Support/Adobe/SavedFonts/current/AdobeArabic-Bold.otf" (Seq 3)

ERROR: DW063: Command ARKDeleteFileCommand failed.(Seq 3)

----------- Payload: {9124DF4E-617D-486B-A970-8FA632244F24} Adobe Photoshop CS6 Core 13.0.0.0 -----------

ERROR: DF024: Unable to preserve original file at "/Library/Application Support/Adobe/HelpCfg/de_DE/goURL_lr_photoshop_de.csv" (Seq 2191)

ERROR: DW063: Command ARKDeleteFileCommand failed.(Seq 2191)

 

 

ERROR: DW050: The following payload errors were found during install:

ERROR: DW050:  - Required Common Fonts Installation: Install failed

ERROR: DW050:  - Adobe Photoshop CS6 Core: Failed due to Language Pack installation failure

ERROR: DW050:  - Adobe Photoshop CS6 French Language Pack_AdobePhotoshop13-fr_FR: Install failed

ERROR: DW050:  - Recommended Common Fonts Installation: Install failed

---------------------------------------------------------------------- ---------------

System Requirements

 

 

Thanks in advance !

 
Replies
  • Currently Being Moderated
    Aug 12, 2012 11:16 AM   in reply to Emyn-Muil

    Manually remove the fonts listed in teh errors before attempting another install and turn off any font mangers you may use.

     

    Mylenium

     
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  • Currently Being Moderated
    Aug 13, 2012 5:40 PM   in reply to Emyn-Muil

    It maybe having problems writing to that location then because it should be there.  Try adjusting the permissions on the parent directory and Apply to Enclosed objects.  If you need additional details on how to do this please feel free to respond to this thread.

     
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  • Currently Being Moderated
    Aug 14, 2012 8:16 AM   in reply to Jeff A Wright

    I'm having the same issue... I was able to download the whole program minus the photoshop, which is why I wanted to try out in the first place. can some one please assist?

     
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  • Currently Being Moderated
    Aug 14, 2012 10:29 AM   in reply to gcoop7711

    Gcoop7711 if you have exactly the same error message then please try the steps listed in message #3.

     

    If your error message however is different at all then I would recommend either starting a new thread with your error message or contacting our support team.

     
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  • Currently Being Moderated
    Aug 14, 2012 11:11 AM   in reply to Jeff A Wright

    I saw the instruction just not sure how to execute can you offer any steps or list?

     

    Thank you,

                Grant L. Cooper

     
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  • Currently Being Moderated
    Aug 14, 2012 11:21 AM   in reply to Jeff A Wright

    I have also tried contacting the support team via phone... That was honestly the worest experiance of my life. Hold time was longer that predicted which is understandable, however trying to charge someone $40.00 for a trial install issue is bad business flat out! I wanted to install the trial to see if I even wanted to buy the program...If I cannot even install the trial why would I spend $$$$ for the real thing, this is terrible marketing and leaves cutomers angry and feeling used.

     
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  • Currently Being Moderated
    Aug 14, 2012 11:22 AM   in reply to Jeff A Wright

    can you please provide the steps to this solution? I would greatly appriciate it.

     
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  • Currently Being Moderated
    Aug 14, 2012 11:45 AM   in reply to Emyn-Muil

    @gcoop7711 I apologize for the experience you had with our support team.  We actually don't charge for support for installing the trial software.  If you have a case number from your interaction it would be appreciated.  This will allow me to review the case history and provide the appropriate feedback.

     

    As for how to adjust please see solution #2 in Error "Exit 6" or "Exit 7" | Install log | Read, write, system file errors | CS5, CS5.5 - http://helpx.adobe.com/creative-suite/kb/error-exit-6-exit-7.html.  For Emyn_Muil I would recommend adjusting the permission on /Library/Application Support/Adobe/ and then make sure to complete step #6 for applying the permission changes to the enclosed items.

     

    For gcoop7711 please adjust the permissions as is appropriate for your particular error message.

     
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  • Currently Being Moderated
    Aug 14, 2012 12:39 PM   in reply to Emyn-Muil

    Emyn_Muil then you will want to review your installation log in it's entirety to see if you have any other directories which you are having permissions issues on.  You can find directions 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.

     
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  • Currently Being Moderated
    Aug 14, 2012 12:58 PM   in reply to Jeff A Wright

    Can I just uninstall cs6 and re install? Or would I run into the same issue?

     

    Thank you,

                Grant L. Cooper

     
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  • Currently Being Moderated
    Aug 14, 2012 4:36 PM   in reply to Emyn-Muil

    Not with the amount of information currently available.  Typically you will want to review the PDApp.log file if you are not able to initialize the installer.  Can you please run the Adobe Support Advisor - http://www.adobe.com/support/loganalyzer/ and choose the package for support option.  Please then respond to this thread with your token number.  Myself or another Adobe employee can then review your installation logs in it's entirety.

     
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  • Currently Being Moderated
    Aug 17, 2012 6:05 PM   in reply to Jeff A Wright
     
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  • Currently Being Moderated
    Aug 17, 2012 8:48 PM   in reply to Emyn-Muil

    Interestingly , we have just the PDApp.log file in the Token , no install logs

     

    Navigate to the log files in at 

    • Mac OS: /Library/Logs/Adobe/Installers/

     

       The log filename includes the product name and install date, followed by ".log.gz." The extension .gz indicates a compressed format.

     

    You can put it on the pastebin.com and share the link here.

     

    BTW , as per the discussion and Install log snap shot , please try the below steps and check :-

     

    Please Run following commands on "Terminal" on the machine (this will remove the corrupt fonts and should allow you to run the installer successfully) -

     

    sudo mv "/Library/Application Support/Adobe/SavedFonts/current/ACaslonPro-Bold.otf" /tmp/

    sudo mv "/Library/Application Support/Adobe/HelpCfg/de_DE/goURL_lr_photoshop_de.csv" /tmp/

     
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  • Currently Being Moderated
    Aug 18, 2012 11:46 AM   in reply to Emyn-Muil

    My mistake for missing this , "mv" command can be used to move or rename the file however I wanted to move the file to the temp folder and not rename it but took it for rename becuase of the syntax of the command.

     

    Please retry the below command one more time :-

     

    sudo mv "/Library/Application Support/Adobe/SavedFonts/current/ACaslonPro-Bold.otf" "/tmp/abc"

    sudo mv "/Library/Application Support/Adobe/HelpCfg/de_DE/goURL_lr_photoshop_de.csv" "/tmp/abc"

     

    Secondly , Please run the Adobe cleaner tool and then login with the root user account and then try to install it.

     
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  • Currently Being Moderated
    Aug 18, 2012 12:50 PM   in reply to Emyn-Muil

    Can you try the same command without inverted comma.

     

    Also , Please run the Adobe cleaner tool and then login with the root user account and then try to install it.

     
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  • Currently Being Moderated
    Aug 18, 2012 12:59 PM   in reply to Emyn-Muil

    Yes, it looks like.

     
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  • Currently Being Moderated
    Aug 18, 2012 10:11 PM   in reply to Emyn-Muil

    Can you share the Token number from ASA now.

     
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  • Currently Being Moderated
    Aug 21, 2012 9:21 PM   in reply to Emyn-Muil

    Run the mentioned command on terminal(this will remove the corrupt profiles)

     

    sudo mv /Library/ColorSync/Profiles/Profiles/Library/ColorSync/Profiles/Profi les_bkup

     

    else

     

    Rename the following folders on your machine:

     

    /Library/ColorSync/Profiles/Profiles

    /Library/ColorSync/Profiles/Recommended

     

    Restart the computer and start the installation.

     
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  • Currently Being Moderated
    Sep 3, 2012 10:09 AM   in reply to Emyn-Muil

    Emyn-Muil please contact our support team when they are open on Tuesday.

     
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  • Currently Being Moderated
    Nov 15, 2012 7:39 PM   in reply to Emyn-Muil

    I recently had to install CS6 suite onto my Macbook pro. Indesign was no problem. Photoshop and Illustrator downloaded OK but would not launch!!! The adobe tech's spent hours trying to solve the problem, I chucked stuff out, I used adobe cleaner, I re-installed, and re-installed, I nearly went bald with the stress of it all ... then one brilliant tech suggested I check that my Macbook was "a Multicore Intel processor with 64-bit support". BINGO! That was the problem. PS and Illustrator need 64bit support. Indesign can run on older macbook pro's 32bit. Fortunately for me my husbands newer 64bit mac can run all 3 programs! I hope this will help your situation... if not it may stop someone else from prematurely going bald

     
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