Troubleshoot installation problems with Director 11.5 (Mac OS)

This document can help you resolve errors that occur while you install Director 11.5 and Director 11.0on Mac OS X. Installation errors can manifest themselves in many different ways, including (but not limited to) the following:

• A blank or flickering dialog box
• A frozen cursor or screen
• An error message such as, "An error occurred during the installation process. A required file is missing."

Different factors can cause installation errors, including problems with operating system components, conflicting start-up items, and hardware conflicts.

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

The tasks in this section can help you resolve the most common system errors. Before performing any of these tasks, back up all personal files (for example, Director files you created). Always restart the computer after a system error occurs to refresh its memory. Continuing to work without restarting the computer may compound the problem.

Director 11.5 may not run correctly on a system that doesn't meet the following requirements:

• Mac OS X 10.4 and 10.5 with Intel processor
• Safari
• 512 MB of RAM
• DVD-ROM drive
• Internet or phone connection required for product activation

Note: To check how much RAM is installed, choose About This Mac from the Apple menu. The Memory value indicates the amount of installed RAM.

If you are experiencing any problems with activation, please refer to "Troubleshoot activation problems" (TechNote kb400874).

If the Director installer returns the error "Invalid Serial Number" after you enter the serial number or during startup, then do one or more of the following:

• Delete the serial number from the Serial Number text box, and then reenter it exactly as it appears on the back of the application DVD case, in the registration e-mail, or on the registration web-page.
• Reenter the serial number using different numeric keys. For example, use the numeric keys above the alpha characters instead of the numeric keys on the keypad.
• Make sure you typed the number zero (0) correctly, not as the letter O.
• Contact Customer Service at 800-833-6687 (United States and Canada). In regions outside of the United States or Canada, visit the Adobe website at www.adobe.com, select your region from the menu at the top of the page, and then click Contact Us.

Sometimes dust or dirt on a CD or DVD can interfere with an installation and prevent your CD-ROM or DVD-ROM drive from recognizing the media. Examine the application DVD for dirt, dust, or fingerprints. Gently wipe the bottom of the disc 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 disc caddy or loading tray for dirt and clean it with a lint-free cloth. If it still can't read other DVDs, contact Apple.

Files that are installed during a failed installation take up hard disk space and can cause problems the next time you run the installer. If an attempt to install Director fails, remove the program, then try to reinstall. If you attempt to reinstall Director without first removing previously installed files, then the installer may not be able to overwrite the existing files, and the hard disk may not have enough free space to install the application.

To remove previous Director installation attempts:

To disable nonessential extensions located in the user accounts Login Items folder: Press Shift while you restart the computer. Pressing Shift disables any applications that are in the Login Items folder.

If you lack administrator access privileges, then Director may be unable to install necessary files. To determine if limited privileges cause the problem, log in as a user with access privileges, and try to re-create the problem. If the problem doesn't recur, then the account you were previously using lacks access privileges. Contact your system administrator to grant you access privileges.

To log in as a user with access privileges:

Occasionally, a user account can become corrupted and prevent the installer from accessing or creating the necessary files and folders. Create a new account, log in to the new account, and then try to install Director.

To create a new user account:

Some system components--for example, device drivers and virus protection utilities--can conflict with the Director installer and result in an incomplete or failed installation. To prevent these conflicts, install Director from the desktop.

Updates to the Mac OS X operating system can improve its performance and compatibility with applications. You can obtain Mac OS X updates from the Apple website at www.apple.com/downloads/macosx/, or choose Software Update from the Apple menu. For assistance installing updates, contact Apple technical support.

Important: Before you install a system update, check the system requirements for Director 11 (and any third-party software or hardware you may use with Director) to ensure compatibility. If the update isn't listed,then contact Adobe or the manufacturer of your third-party software or hardware.

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

If you log in to an account with administrator privileges, but are still unable to install or run Director, then your disk permissions may be damaged.

To repair your permissions using the Disk Utility:

Installation or application errors can occur if the hard disk is very fragmented. Optimizing the hard disk rearranges files to minimize future fragmenting. It also restores fragmented files into single contiguous blocks, making hard disk space more accessible to the installer.

Use a disk-optimizing utility, such as Symantec Norton Utilities, to optimize (defragment) each hard disk. For instructions on using a utility, refer to the documentation included with the utility.

A damaged hard disk can cause installation errors. Check hard disks using a disk utility, such as Apple Disk Utility, Symantec Norton Utilities, or Micromat Drive 10.

Disclaimer: Adobe doesn't support third-party disk utilities but provides the following instructions as a courtesy. For support, contact the developer of the disk utility.

To check for damage by using Apple Disk Utility (included on the system CD):

Use current anti-virus software, such as McAfee Virex or Symantec Norton AntiVirus, to check the system for viruses. Make sure that you have the latest virus definitions for the anti-virus software you use. Although virus infections are rare, they can cause unexpected system behavior, including installation errors. Running virus-detection software regularly (for example, daily) prevents viruses from damaging software on the system. For instructions on running or obtaining the latest updates to the virus-detection software, refer to its documentation.

If the tasks in the previous section don't resolve the problem, then you may be able to resolve the problem by reformatting your hard disk or by determining if hardware is conflicting with Director.

Disclaimer: Adobe doesn't support hardware and provides these tasks as a courtesy only. For further assistance, contact the hardware manufacturer or an authorized reseller. If you troubleshoot hardware problems yourself, then you may void the computer's warranty.

Note: Before you remove or rearrange hardware, turn off and disconnect the power to the computer and any peripheral devices.

Install the system software on a different hard disk (not a different partition on the same disk) and then specify that disk as the startup disk. Then, install Director to the new hard disk.

To specify the startup disk:

Install Director to a different hard drive installed in the same computer or the same hard drive installed in a different computer. If the problem doesn't recur, then the hard drive or the motherboard you were using previously may be the cause. For assistance, contact the hardware manufacturer.

If none of the above steps has resolved the error or freeze that you are experiencing with Director, then you need to contact Adobe Technical Support. You can find the support options at the Support Center.