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Pixated
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Cannot install purchased Photoshop CS6, Error 16

May 7, 2012 3:30 PM

I checked permissions on the two Library folders indicated in a previous Adobe help post,, permissions appear as indicated by Adobe.

Uninstalled CS6, tried again, same result

Downloaded version, not disk

I had some issues with CS6 beta, but not inititially, so I removed it, waiting for the official version

 

ideas?

16472 Views   11 Replies   Latest reply: Jeff A Wright, May 8, 2012 7:47 AM
 
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  • Manish-Sharma
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    1. Manish-Sharma,
    May 7, 2012 3:41 PM   in reply to Pixated
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    We would like to know your OS and the exact error message?

     

    Would appreciate if you could provide the crash log:- Adobe INSTALL Logs ,

     

    NOTE:- DONT PUT THE LOG HERE, USE "Pastebin.com" website AND PASTE THE LINK HERE>

     
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  • Pixated
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    2. Pixated,
    May 7, 2012 4:08 PM   in reply to Manish-Sharma
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    OS X, 10.7.3

     

    It installs successfully according to installer

     

    Error box when I try to launch PS CS6:

     

    Configuration Error

    Please uninstall and reinstall the product.

     

    If this problem still occurs, please contact Adobe technical support for help, and mention the error code shown at the bottom of this screen.

     

    Error: 16

     

    http://www.adobe.com/support/

     

    (I know nothing about pastebin but I can read or search the log file

     
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  • Jeff A Wright
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    3. Jeff A Wright,
    May 7, 2012 4:12 PM   in reply to Pixated
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    Pixated please utilize the Adobe Support Advisor - http://www.adobe.com/support/loganalyzer/ to review your installation logs.  Also can you provide details regarding the issues you had with the beta and how exactly you removed the beta from your computer.  Also if you can let us know which operating system you are using it would be beneficial.

     
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  • Pixated
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    4. Pixated,
    May 7, 2012 4:29 PM   in reply to Jeff A Wright
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    OS is in my last post

     

    CS6 beta would not launch smart object from Lightroom 4, Nikon D800 RAW file

     

    I assume I used uninstaller, beta is gone

     
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  • Jeff A Wright
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    5. Jeff A Wright,
    May 7, 2012 4:31 PM   in reply to Pixated
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    What did the Adobe Support Advisor reveal when you ran it?  Sorry for missing the OS info busy day with the CS6 launch.

     
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  • Pixated
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    6. Pixated,
    May 7, 2012 4:41 PM   in reply to Jeff A Wright
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    Support Advisor says

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

     

    is that because I once more uninstalled CS6?

     

    The log files are still there

     

    Again, installer was successful, it is only when I try to launch CS6 that I get the error 16

     
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  • Jeff A Wright
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    7. Jeff A Wright,
    May 7, 2012 4:44 PM   in reply to Pixated
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    Would you mind using the Package for support option and responding with your token number.  This will allow me to view your complete install log.

     
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  • Pixated
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    8. Pixated,
    May 7, 2012 4:48 PM   in reply to Jeff A Wright
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    here it is, thanks

    00-03631-164807052012

     
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  • Jeff A Wright
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    9. Jeff A Wright,
    May 7, 2012 5:08 PM   in reply to Pixated
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    You have error DW063 and DF037.  For the DW063 error you will want to remove any previous versions of Creative Suite you have installed.  For the DF037 you will want to utilize the steps listed 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 to update the appropriate permissions.  It appears the installer has problems writing to your Applications folder so you may even want to try creating a new user account and trying the install there.

     
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  • Pixated
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    10. Pixated,
    May 7, 2012 7:07 PM   in reply to Jeff A Wright
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    Yikes, sounds like a mess, -so for instance you are suggesting I have to uninstall Photoshop CS5?

     

    Sent from my iPad

     
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  • Jeff A Wright
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    11. Jeff A Wright,
    May 8, 2012 7:47 AM   in reply to Pixated
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    Yes both issues are actually permission related.  When you install you are unable to write to locations where your other Creative applications have previously installed too.  By removing the software it should restore write permissions.  Honestly I would remove your previous Adobe apps and then log into a newly created local Administrator account and try the install there.  If that still doesn't work then proceed with the document for Exit 6 and 7.

     
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