17 Replies Latest reply: Oct 16, 2013 10:09 PM by ShefaliG RSS

    Can Not Install Photoshop Elements 12:  Error

    GreatPhotography

      When I try to install Photoshop Elements 12 I get an error early on in the install. 

       

      Installing on Mac.  OS 10.8.5. 

       

      The log is...

       

      Exit Code: 15

      Please see specific errors below for troubleshooting. For example,  ERROR:

       

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

      - 0 fatal error(s), 1 error(s)

       

      ERROR: Media DB Error : 12

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

       

       

      What causes this error and how can I fix it.

       

      Thanks..

      Rob

        • 1. Re: Can Not Install Photoshop Elements 12:  Error
          Ned Murphy MVP

          See the following help document:

           

          Exit code 15 installing | CCM, CS6 -

          http://helpx.adobe.com/creative-suite/kb/exit-code-15-installing-ccm.html

          • 2. Re: Can Not Install Photoshop Elements 12:  Error
            GreatPhotography Community Member

            Ned, thanks for the swift reply.  Regarding the link you referenced, it has three suggestions.  I tried #1 - repairing permissions - but no success.  I'm a little hesitant to try solution #2 since it means removing every preference file on my machine, regardless of the application.  I have a lot of application installed and this seems to be a very high risk "shot in the dark".  Option #3 is simply to contact Adobe - which brought me to this forum. 

             

            Thanks...

            Rob

            • 3. Re: Can Not Install Photoshop Elements 12:  Error
              ShefaliG Adobe Employee

              Hi,

               

              Could you please re-start your machine & try installing again?

               

              If that doesn't work, would you please share the following information:

              1. Are you installing from an ESD (downloaded media) or a DVD? If it is an ESD, what is the size of the installer? With this one, I just wanted to be sure that the media was downloaded correctly.

              2. Do you have other Adobe products installed on your machine?

               

              Thanks.

              ~ Shefali

              • 4. Re: Can Not Install Photoshop Elements 12:  Error
                GreatPhotography Community Member

                Shefali,

                 

                Thanks for your note. 

                 

                I re-started the machine and still get the same error.

                 

                I reference to your questions...

                 

                1.  I am using DVD to install.  Just FYI, I installed it on my laptop with no issues.

                 

                2.  Yes, I do have quite a few Adobe Products installed on my machine.

                 

                Acrobate 9 Pro, 10 Pro

                Bridge CS3, 4, 5, 6

                Device Central CS4, 5

                Configurator

                Dreamweaver CS4

                Drive CS4

                Elements 8, 9, 10, 11

                Extension Manager CS4, 5, 6

                Fireworks CS4

                Flash CS4

                Help Viewer 1.1

                Illustrator CS4, 6

                InDesign CS4, 5, 6

                Lightroom, 2, 3, 4, 5

                Media Encoder CS4, 5, 6

                Media Player

                Photoshop CS3, 4, 5, 6

                Premiere Elements 11

                Stock Photos Cs3

                Support Advisor

                 

                Thanks

                Rob

                • 5. Re: Can Not Install Photoshop Elements 12:  Error
                  ShefaliG Adobe Employee

                  Hi GreatPhotography,

                   

                  That's a good big list

                   

                  Could you please share the following logs and files for us to figure out the exact issues here?

                  1. /library/logs/Installers/Adobe Photoshop Elements 12 12.0 <latest date>.log.gz,

                  2. /library/logs/Installers/Adobe Setup Error*.log.gz

                  3. Please send all the contents of the folder: /library/pplication Support/Adobe/caps

                       (you might like to compress it before sending)

                  4. /Users/<user name>/Library/Logs/PDApp.log

                       (Since this library is a hidden folder, you could easily reach this one by opening a Finder window. Click Menu Go > Go To Folder. Write ~/libray and press enter. Go to logs in this ~/library folder now & you'd see PDApp.log)

                   

                  Thanks much.

                   

                  ~ Shefali

                  • 6. Re: Can Not Install Photoshop Elements 12:  Error
                    GreatPhotography Community Member

                    Not going to be much help today.

                     

                    1.  Can not locate  (See attached screen shot)

                    2.  Can not locate

                    3.  Can not locate

                    4.  See attached

                     

                    2013-10-8-001.jpg

                     

                    Don't know how to add a data file to this forum so am including link for download.

                    PDApp.log link:  (file zipped up 370k)

                    https://www.filesanywhere.com/fs/v.aspx?v=8b6b678a60666fb9a766

                    • 7. Re: Can Not Install Photoshop Elements 12:  Error
                      ShefaliG Adobe Employee

                      Hi GreatPhotography,

                       

                      Not to worry. I'd then request you to run the following commands one by one on terminal. This would simply copy required logs to a folder in /Applications.

                      Here are the exact steps to follow:

                      1. Open terminal (Applications > Utilities > Terminal); please copy & paste each of the following commands one by one on to the terminal and click enter each time after pasting:

                      mkdir -pv /Applications/AdobeLogs

                      cp -R /library/logs/Adobe/Installers /Applications/AdobeLogs

                      cp -R "/library/Application Support/Adobe/caps" /Applications/AdobeLogs/caps

                       

                      You'd notice that AdobeLogs is created in Applications

                      2. Please share the following files from /Applications/AdobeLogs:

                      ( i) Installers\Adobe Photoshop Elements 12 12.0 <latest date>.log.gz

                      (ii) Installers\Adobe Setup Error*.log.gz

                      (iii) Whole of caps folder

                      3. You may later delete AdobeLogs folder from Applications

                       

                      Thanks.

                      ~ Shefali

                      • 8. Re: Can Not Install Photoshop Elements 12:  Error
                        GreatPhotography Community Member

                        Shefali,

                         

                        Per your request, I'm unable to send you the Adobe Photoshop Elements 12 12.0 .log.gz file.  It does not exist.

                         

                        There are Photoshop Elements logs for version 6, several for version 8, two for version 9 and one each for version 10 and 11. I can only assume the install process crashes even before a log is started.

                         

                        Please see attached...

                         

                         

                         

                         

                        Thanks...

                        Rob

                        • 9. Re: Can Not Install Photoshop Elements 12:  Error
                          ShefaliG Adobe Employee

                          Hi GreatPhotography,

                           

                          I couldn't find any attachment but that's ok because I understood that there are no Adobe Photoshop Elements 12 12.0 .log.gz logs.

                          How about the rest of the two points:

                          (ii) Installers\Adobe Setup Error*.log.gz

                          (iii) Whole of caps folder

                           

                          Would you please send these across? If there's something we could make right in your caps folder, we'd like to see it. If that doesn't work, I'm afraid you might have to use the cleaner tool: http://helpx.adobe.com/creative-suite/kb/cs5-cleaner-tool-installation-problems.html & install product(s) again.

                           

                          thanks.

                          ~ Shefali

                          • 10. Re: Can Not Install Photoshop Elements 12:  Error
                            GreatPhotography Community Member

                            Shefali,

                             

                            Aparently this forum email does not support attachments and if I go onto the online forum the only thing I see is a way to attach an image file.  How can I send a zip or log file to you?

                             

                            Thanks.

                            Rob

                            • 11. Re: Can Not Install Photoshop Elements 12:  Error
                              ShefaliG Adobe Employee

                              Hi GreatPhotography,

                               

                              Would you be able to share the files the way you shared pdapp.log with me?

                              Alternatively, please send it on to my adobe id.

                               

                              thanks.

                              ~ Shefali

                              • 13. Re: Can Not Install Photoshop Elements 12:  Error
                                ShefaliG Adobe Employee

                                Hi GreatPhotography,

                                 

                                Thanks for sharing the files. The media_db file in the folder you shared is empty (it is just 1 KB in size). So, something has gone wrong corrupting the file. Do you have Casper Sky installed on your machine or any other third party software that you think might have caused this damage?

                                 

                                Just to be sure that this couldn't be a copy paste error, would you please check the size of the media_db.db file in the following path on your machine:

                                "/library/Application Support/Adobe/caps"?

                                 

                                If it is sure that the afrementioned file is corrupted, then installation/uninstallation of any adobe product could cause you trouble. Then, our options are:

                                1. Uninstalling adobe products & installing again on a cleaned up machine & take a back of the required folders for any such future instance

                                2. rename this folder and try intsalling PSE 12 & live with install/uninstall problems of rest of the products; the corruption of this file might also mean issues with updates for some.

                                 

                                thanks.

                                ~ Shefali

                                • 14. Re: Can Not Install Photoshop Elements 12:  Error
                                  GreatPhotography Community Member

                                  Shefali,

                                   

                                  I verified that the media_db.db file is only 1 byte. 

                                   

                                  I don't know what Casper Sky is?  Possibly Kaspersky Antivirus.  Either way, there is a Kaspersky.app file in the Applications folder but it was a trial version that was installed in 2010 and has not been active since.

                                   

                                  The only thing that I think may have damaged this file is Adobe CC.

                                   

                                  I subscribed to Adobe CC and initially installed one application.  A new version of the Application Manager was downloaded and since that time I have not been able to install any Adobe CC product or this Elements 12 product. 

                                   

                                  Can I assume that these are related? 

                                   

                                  Also, if the fix is deleting all the Adobe products and reinstalling I'll need a clear explanation on how to clean the machine up.  I don't understand your step 1 below. 

                                   

                                  Thanks..

                                  Rob

                                  • 15. Re: Can Not Install Photoshop Elements 12:  Error
                                    ShefaliG Adobe Employee

                                    Hi Rob,

                                     

                                    We're not sure why this media db corruption happened on your machine. We can have a connect session with you to figure our what might've caused the issue (Adobe connect is: http://my.adobeconnect.com/). I'll send you the invite once we decide upon the timings.

                                     

                                    Would you be available anytime between 9:30 AM IST to 6:30 PM IST for the session? If not, what time before/after this time slot be ok with you?

                                     

                                    thanks.

                                    ~ Shefali

                                    • 16. Re: Can Not Install Photoshop Elements 12:  Error
                                      GreatPhotography Community Member

                                      Hummm, let's see.

                                       

                                      IST. 

                                       

                                      It can either be Irish Summer Time, Israeli Standard Time, Iran Standard Time or India Standard Time. 

                                       

                                      I can only assume it's India Standard Time.  If so, that would be 11:00pm to 8:00am my time (Central Standard Time).

                                       

                                      Can you give me some idea as to how long you think such a session would take and, knowing that the file is corrupt, what real outcome can there be aside from trashing every Adobe application and starting from scratch. 

                                       

                                      Also, if I delete all the Adobe applications, will this give me a clean machine to reinstall?

                                       

                                      Rob

                                      • 17. Re: Can Not Install Photoshop Elements 12:  Error
                                        ShefaliG Adobe Employee

                                        Hi Rob,

                                         

                                        You're right. It'll be Indian Standard Time

                                         

                                        This session should take 30-45 minutes. In the session, Adobe installer expert team would try to find out the root cause of the problem. Also, taking a closer look at the machine would help understand if there's another/better work-around than just cleaning up the previous installations.

                                         

                                        Deleting all Adobe Applications might not mean a clean machine because there might be other softwares installed on your machine and anyways we dont need to completley clean the machine of all softwares

                                         

                                        thanks.
                                        ~ Shefali