5 Replies Latest reply: Jul 25, 2012 11:05 AM by Jeff A Wright RSS

    Trial will not install

    ashlandt78

      Windows 7, fully downloaded, it freezes at 14% during the install every single time.  I have had to force restart my computer 5 times, I'm finally not going to do it anymore.  I've been using Photoshop CS1 for a very long time, I want to see if it's worth spending the money for a newer version... but if I can't install it I can't try it.  I have no problems with any other downloads, installs, or programs on my computer.  There are no error messages, it just freezes my entire computer during install.  No other programs running.

        • 1. Re: Trial will not install
          Vikrant Rai Adobe Employee

          Difficult to figure out what could be going wrong.

          Did you have the Photoshop CS6 Beta installed on your computer? That has caused some issues in the past.

          If you didn't uninstall properly, you can use the Adobe Creative Suite Cleaner Tool to remove the Photoshop CS6 beta from your system:http://www.adobe.com/support/contact/cscleanertool.html

           

           

           

          Other than that, you could have a look at the install logs and figure out what could be going wrong. Information here: http://helpx.adobe.com/creative-suite/kb/troubleshoot-install-logs-cs5-cs5.html

          • 2. Re: Trial will not install
            ashlandt78 Community Member

            None of this provided anything.  I followed all steps-no errors found, and just for fun I decided to check prior to pressing install button as well, but that folder system does not exist with the path provided in Adobe Support.  The last section of my install log reads:

            Request to install payload

            Payload {539AEF15-3A2B-4A31-A587-7E90F7D9C700} Camera Profiles Installer 7.0.0.0: Calling ARKEngine from path C:\Users\Ashland\AppData\Local\Adobe\OOBE\PDApp\DECore\DE6\resources

            [    4808] Wed Jul 25 00:48:22 2012  INFO

            Extracting assets...

            [    6032] Wed Jul 25 00:49:37 2012  INFO

            :: END TIMER :: [Bootstrap] took 233336 milliseconds (233.336 seconds) DTR = 65.4851 KBPS (0.0639502 MBPS)

            [    4808] Wed Jul 25 00:50:06 2012  INFO

            Extracting assets complete. Number assets: 1

            Beginning installation for payload at C:\Users\Ashland\Downloads\Adobe Photoshop CS6\Adobe CS6\payloads\AdobeCameraRawProfile7.0All\Install.db

             

            Then it just ends, no error codes, no fails, nothing.

            • 3. Re: Trial will not install
              Jeff A Wright Adobe Employee

              Did you do a search of the log for ERROR and FATAL?  You can also utilize the Adobe Support Advisor - http://www.adobe.com/support/loganalyzer/ to automatically review your installation logs.

              • 4. Re: Trial will not install
                ashlandt78 Community Member

                I just completed this process and it found no errors.  I submitted the results to Adobe via the automatic service.

                • 5. Re: Trial will not install
                  Jeff A Wright Adobe Employee

                  What is the token number which you received when you choose package for support?  The package for support option isn't an automatic process btw.  You can either contact our support team to manually review the install log for you or post it here and myself or another Adobe employee will be able to review the install log.

                   

                  If you need an immediate response btw I would recommend contacting our support team.