Troubleshoot installation problems (Adobe Creative Suite 3.x on Windows XP)

This document can help you resolve problems that interrupt the installer for Adobe Creative Suite 3 on Windows XP. These problems can manifest themselves in many different ways, including (but not limited to) a frozen cursor or screen, or an error.

Please note that this document does not address problems related to serial numbers. For these problems, contact Adobe Customer Services. To contact Adobe Customer Service in your region for assistance, visit the Adobe website at http://www.adobe.com/, select your region from the menu at the top of the page, and then click Contact Us.

Different factors can interrupt the installation of an application, including the AutoPlay feature in Windows, a conflicting application, incorrect data in the Windows registry, or hardware problems. Although a system error may occur only when you work with Adobe Creative Suite 3, Adobe Creative Suite may not necessarily be the cause--it may be the only application that uses enough memory or processor cycles to expose the problem.

To get the most from this document, perform the tasks in order. Keep a log of the tasks you perform and the results of each, including errors or problematic behavior. Adobe Technical Support can use this information to better assist you, should you need to call.

Note: The procedures in this document are based on the default interface of Windows XP. If the interface is customized, some procedures may vary. For example, a commonly encountered difference is the navigation to Control Panel from the Start menu: You may navigate Start > Settings > Control Panel instead of Start > Control Panel. Additoinally, the procedures in this document assume you are using the Classic View of the Control Panel: To view the Control Panel in the Classic View, click Switch To Classic View on the Control Panel navigation bar on the left side of the window.

To show hidden files, hidden folders, and all filename extensions in Windows Explorer:

The tasks in this section can help you resolve the most common installation problems. Before performing any of these tasks, back up all personal files.

Adobe Creative Suite 3 may not run correctly on a system that doesn't meet the following requirements:

Design and Web

• Intel Pentium 4, Intel Centrino, Intel Xeon, or Intel Core Duo (or compatible) processor
• Microsoft Windows XP with Service Pack 2 or Windows Vista Home Premium, Business, Ultimate, or Enterprise (certified for 32-bit editions)
• 1GB of RAM
• 5GB of available hard-disk space (additional free space required during installation)
• 1,024x768 monitor resolution with 16-bit video card
• DVD-ROM drive
• QuickTime 7.1.2 software required for multimedia features
• Some 3D features in Adobe Photoshop CS3 Extended require a Microsoft DirectX 9 capable graphics card with at least 64MB of VRAM
• Internet or phone connection required for product activation
• Broadband Internet connection required for Adobe Stock Photos and other services

Production Premium and Master Collection

• Intel Pentium 4 (1.4GHz processor for DV; 3.4GHz processor for HDV), Intel Centrino, Intel Xeon (dual 2.8GHz processors for HD), or Intel Core Duo (or compatible) processor; SSE2-enabled processor required for AMD systems
• Microsoft Windows XP with Service Pack 2 or Windows Vista Home Premium, Business, Ultimate, or Enterprise (certified for 32-bit editions)
• 1GB of RAM for DV; 2GB of RAM for HDV and HD; more RAM recommended when running multiple components
• 23.5GB of available hard-disk space to install all core components (up to 1GB of additional free space may be required during installation); custom installing select components requires less space
• Dedicated 7,200 RPM hard drive for DV and HDV editing; striped disk array storage (RAID 0) for HD; SCSI disk subsystem preferred
• Microsoft DirectX or ASIO compatible sound card
• 1,280x1,024 monitor resolution with 32-bit video card; Adobe recommended graphics card for GPU-accelerated playback
• Some 3D features in Adobe Photoshop CS3 Extended require a Microsoft DirectX 9 capable graphics card with at least 64MB of VRAM; for OpenGL support, an Adobe After Effects supported OpenGL 2.0 card (NVIDIA recommended)
• For SD/HD workflows, an Adobe certified card for capture and export to tape
• DVD-ROM drive
• Blu-ray burner required for Blu-ray Disc creation
• DVD+-R burner required for DVD creation
• OHCI compatible IEEE 1394 port for DV and HDV capture, export to tape, and transmit to DV device
• QuickTime 7.1.5 software required to use QuickTime features
• Internet or phone connection required for product activation
• Broadband Internet connection required for Adobe Stock Photos and other services

Note: To check basic system information, such as processor speed and how much RAM is installed, choose Start > Control Panel > System.

Dust or dirt on a DVD can interfere with installation and prevent the DVD-ROM drive from recognizing the DVD. Examine the Adobe Creative Suite DVDs for dirt, dust, or fingerprints. Gently wipe the bottom of each DVD from the center outward with a soft, lint-free cloth.

Verify that the DVD-ROM drive can read other DVDs. If it can't, examine the DVD caddy or loading tray for dirt, and clean it with a lint-free cloth. If it still can't read other DVDs, contact the DVD-ROM drive manufacturer or the computer manufacturer.

If the tasks in the previous section don't solve the problem, then try the following intermediate troubleshooting tasks.

Software and services that load automatically with Windows (for example, virus protection utilities) can conflict with the Creative Suite 3 installer and cause problems in Creative Suite 3. To prevent conflict, reinstall Creative Suite 3 while Windows is in simplified mode doesn't resolve the issue, try installing and running Creative Suite 3 on a different computer, or on a different hard drive.

To copy the Creative Suite 3 install files to the desktop:

Note: If you are installing Production Premium or Master Collection, then you should not copy the install files for OnLocation CS3 or Ultra CS3 as those applications use separate installers .

To start Windows XP in a simplified mode:

To re-enable startup items and services:

Windows and applications store working data in temporary (.tmp) files that they create on the hard disk. Excessive or outdated temporary files can interfere with performance of Windows or applications.

Delete temporary files by using the Disk Cleanup utility included with Windows. To start Disk Cleanup, choose Start > Programs > Accessories > System Tools > Disk Cleanup. For information about Disk Cleanup, see Windows Help.

System errors can occur if hard disks contain damaged sectors or fragmented files. Repair and defragment hard disks, either by using the Error-checking tool and Disk Defragmenter utility included with Windows or by using a third-party disk utility (for example, Symantec Norton Utilities). You should run such utilities on each hard disk or partition. More information about the Error-checking tool and Disk Defragmenter appears below; for more information about a third-party disk utility, refer to the documentation for the utility.

The Error-checking tool repairs bad sectors, lost allocation units and file fragments, cross-linked files, and invalid file names. To access the Error-checking tool, choose Start > My Computer, right-click the desired hard disk, and choose Properties from the menu. In the Local Disk Properties dialog box, click the Tools tab, and then click Check Now in the Error-checking area.

Note: To prevent Disk Defragmenter from moving files to bad sectors of a disk, run the Error-checking tool before running Disk Defragmenter.

Disk Defragmenter rearranges the files and free space on your computer so that files are stored in contiguous units and free space is consolidated in one contiguous block. To access the Disk Defragmenter utility, choose Start > All Programs > Accessories > System Tools > Disk Defragmenter.

Use current anti-virus software (for example, Symantec Norton AntiVirus or McAfee VirusScan) to check the system for viruses. Virus infections can damage software and cause system errors. For more information, see the documentation for the anti-virus software.

Try to install Adobe Creative Suite 3 on a different computer to determine if the problem is unique to your computer. If you are able to install Adobe Creative Suite 3 on a different computer, contact the computer manufacturer. If the problem occurs on multiple computers, contact Adobe Technical Support.

You can see if other Adobe customers have a similar problem by visiting the User to User Forums at www.adobeforums.com. If you confirm that other users have experienced the same problem, then Adobe Technical Support may be able duplicate and research the problem. Otherwise, refer to the system-related or hardware-related help.