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terrymasters07
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INSTALLATION FAILURE CS6

Mar 1, 2013 10:12 AM

Tags: #cs6 #installation_fail

Downloaded, serial # accepted, failure.

Repeated process 8 times, disabling firewall, enabling Java, created another user, etc etc etc.

 

Waited for DVD.  That came and same INSTALL FAILURE.

 

Had been on support w/ first series of failures - they had absolutely no idea of a solution.

 

HELP

 

Thanks

 
Replies
  • Currently Being Moderated
    Mar 1, 2013 1:47 PM   in reply to terrymasters07

    Terrymasters07 which Adobe software are you trying to install?  Which operating system are you using?  Do you receive any particular error messages?  You mentioned you spoke with the support team do you have a case number which myself or another Adobe employee can reference?

     
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    Mar 1, 2013 4:52 PM   in reply to terrymasters07

    Terrymasters07 when you state the log is empty are you checking the following locations:

     

    Windows 32 bit (XP, Vista, 7): \Program Files\Common Files\Adobe\Installers\

    Windows 64 bit (XP, Vista, 7): \Program Files(x86)\Common Files\Adobe\Installers

     

    If you are receiving an Installation Failed message then you should be able to locate the applicable log in this location.  Without reviewing the log and identifying the error message it will be difficult to discover the cause of your installation difficulties.  You can find details on how to locate and interpret your log files 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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    Mar 2, 2013 11:03 AM   in reply to terrymasters07

    Is there any actionable error messages?  The current error message could indicate a failure to extract the install payload.  You have tried both download and DVD however so I doubt it is a problem with the installation media.

     

    You mentioned that you previously had Flash installed.  Did you utilize the Programs & Features control panel to remove Flash?  What other Adobe Creative software do you currently have installed?

     
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    Mar 2, 2013 1:46 PM   in reply to terrymasters07

    Terrymasters07 for your difficulties with Adobe AIR I would recommend reviewing Troubleshoot AIR installation | Windows - http://helpx.adobe.com/air/kb/troubleshoot-air-installation-windows.ht ml.

     

    For the failure with the Adobe Creative software please run any applicable uninstallers which are still available in the Programs & Features control panel.  Once this is complete then please run the CS Cleaner tool.  You can find details on how to download and use the Cleaner tool at  CS Cleaner Tool for installation problems | CCM, CS6, CS5.5, CS5, CS4, CS3- http://forums.adobe.com/thread/981369.

     
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  • Currently Being Moderated
    Mar 4, 2013 8:30 AM   in reply to terrymasters07

    Terrymasters07 the Cleaner tool should have removed any additional entries.  At this point I would recommend working directly with our support team.  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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    Mar 4, 2013 8:48 AM   in reply to terrymasters07

    TerryMasters07 I have sent you a private message.  In regards to your inquiry for a document which contains the locations of the DLLs we do not have such documentation available.

     
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