Troubleshoot installation problems in Adobe Photoshop CS3 on Windows Vista

• Beginning troubleshooting
• Intermediate troubleshooting
• Advanced troubleshooting

This document can help you to resolve system errors that occur while you install Adobe Photoshop CS3 on Windows Vista. System errors can manifest in many different ways, including (but not limited to) the following:

• A blank or flickering dialog box
• A frozen cursor or screen
• A blue screen
• An unexpected restart
• An error such as the following:

  "This program has performed an illegal operation and will be shut down. If the problem persists, contact the program vendor."
  
  "MS Setup Toolkit API Error, Bad Arg 3:AddSectionFiles to CopyList."
  
  "Not enough disk space on target drive while decompressing to [pathname]."
  
  "Setup is unable to initialize the setup program. There may be a scripting error."
  
  "Setup is unable to load the installation script file."
  
  "Unable to create a directory under C:\Windows\System. Please check write-access to the directory."
  
  "X:\ unavailable." (where "X" is the drive letter for your CD-ROM drive)
  
  "Device not ready."
  
  "Error reading CD-ROM."
  
  "Error reading device X:\" (where "X" is the drive letter for your CD-ROM drive.)
  
  

Different factors can interfere with installation of Adobe Photoshop CS3, including conflicts among device drivers, software, and hardware, and corrupt elements in specific files. System variables can also interfere with installation. Make sure that your computer meets the system requirements for Adobe Photoshop CS3.

Following the tasks in this document can help resolve these issues, and can help you identify the source of installation problems.

The troubleshooting section begins with solutions for the most common problems and progresses to solutions for less common problems (hardware conflicts, for example). You should work through the solutions in the order presented to eliminate possible sources of the problem. 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, should you need to call.

If none of the suggested solutions resolve the problem, the Advanced troubleshooting section provides tips and references for further troubleshooting.

You must be logged on as an administrator to perform some of the procedures in this document.

Important: Some of the procedures in this document may initiate a User Access Control dialog that asks for your permission to continue. Read the details in the dialog to determine if you want to continue. If you choose to cancel the dialog, then you will not be able to continue with that troubleshooting step.

Note: The procedures in this document are based on the default interface of Windows Vista. If the interface is customized, then 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.

The steps in this document that refer to the Control Panel are in reference to the Classic view.

To switch to Classic View:

Some of these procedures require you to locate hidden files and hidden folders. Some procedures require you to locate files by their full file names, which include extensions (for example, example_filename.ini). By default, Windows Explorer doesn't show hidden files, hidden folders, and file name extensions that it recognizes.

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

Complete these tasks to resolve issues that occur when you install Adobe Photoshop CS3. Retest the installation after each step to see whether the problem has been resolved.

Photoshop CS3 may not run correctly in Windows Vista on a system that doesn't meet the following requirements:

• Intel Pentium 4, Intel Centrino, Intel Xeon, or Intel Core Duo (or compatible) processor
• Windows Vista Home Premium, Business, Ultimate, or Enterprise (certified for 32-bit editions)
• 512 MB of RAM
• 1 GB of available hard disk space (additional free space required during installation)
• DVD-ROM drive
• 1024 x 768 monitor resolution with 16-bit or greater video card
• Some 3D features in Photoshop CS3 Extended require a DirectX 9 capable graphics card with at least 64 MB of VRAM

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

2. Troubleshoot activation problems.

If you are experiencing any problems with activation, please refer to "Troubleshoot activation problems (Creative Suite 3.0 on Windows)" (TechNote kb400905).

If the Adobe application installer returns the error message "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 CD case, in the registration e-mail, or on the registration website.
• 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.
• For contact information, 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.

4. Check the DVD and DVD-ROM drive.

Dust or dirt on a DVD can interfere with an installation and prevent the DVD-ROM drive from recognizing the DV. Examine the Photoshop CS3 DVD for dirt, dust, or fingerprints. Gently wipe the bottom of the 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.

5. Turn off virus protection software.

Virus protection software is designed to prevent viruses from installing. When you install Photoshop CS3, the virus protection software can think that a virus is being installed and cause problems with the installation. If you previously attempted to install Photoshop CS3 while your virus protection program was on, remove Photoshop CS3 and reinstall it after disabling your virus software.

6. Delete previously installed application files.

Files that are installed during a failed installation use hard disk space and can cause problems the next time you run the installer. If an attempt to install Photoshop CS3 fails, remove the program and then try to reinstall it. If you attempt to reinstall Photoshop CS3 without first removing the previous installation, then the installer may not be able to overwrite the existing files, and the hard disk may not have enough free space for the application. If reinstalling still does not work, manually remove Photoshop CS3.

To remove previous Photoshop CS3 installation attempts:

Some system components--for example, device drivers and virus protection utilities--can conflict with the Photoshop CS3 installer and result in an incomplete or failed installation. To prevent these conflicts, install Photoshop CS3 from the desktop.

Some applications or services may cause system errors or freezes when running concurrently with Photoshop CS3. Before starting Photoshop CS3, disable other applications, including startup items and services (items that start automatically with Windows).

To disable startup items and non Microsoft services:

Then, try to re-create the problem:

• If the problem no longer occurs, one of the startup items is the cause of the problem.
• If the problem recurs, startup items are not the cause of the problem and you can re-enable them:
  1. Choose Start, type msconfig in the Search text box, and press Enter.
  2. Click the General tab, and choose Normal Startup.
  3. Deselect any items that you wrote down in Step 3 of the previous section.
  4. Click Apply, and restart Windows for the changes to take effect.

Updates to the Windows operating system improve its performance and compatibility with applications. You can obtain Windows service packs and other updates from the Microsoft website at www.windowsupdate.com. For assistance installing service packs and other updates, contact Microsoft technical support.

Important: Before you install a system update, check the system requirements for Photoshop CS3 (and any third-party software or hardware you may use with Photoshop CS3) to ensure compatibility. If the update isn't listed, then contact Adobe or the manufacturer of your third-party software or hardware.

If you've reinstalled an application or installed the Windows operating system after installing the latest Windows update, then reinstall the update. Some applications install commonly used system files, overwriting the updated versions installed by the Windows update.

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

10. Install Photoshop CS3 to a folder at the root level of the drive.

Create a new folder at the root level of the drive, and make sure that the folder name has eight or fewer characters (for example, C:/ Pshop) and doesn't include special characters, such as "#." Also, make sure that the path name to where Windows is installed doesn't contain special characters.

Create a new user account that has the same permissions as the account that you use when the problem occurs. If the problem doesn't recur, then the original user account may be damaged. For instructions on creating a new user account, see "To add a new user to the computer" in Windows Help or contact your system administrator.

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 or manually. Make sure that at least 1 GB of free space is available on the hard disk to which temporary files are written. To start Disk Cleanup, choose Start > All 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. 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 > 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 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.

If the tasks in the previous section don't resolve the problem, then you may be able to resolve the problem by reinstalling Windows Vista and Photoshop CS3, reformatting your hard disk and reinstalling Windows Vista and Photoshop CS3, or by determining if hardware is conflicting with Photoshop CS3.

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 warranty for your computer.

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

If updating the video card driver doesn't resolve the problem, then verify that all other device drivers are compatible with Windows Vista. Device drivers are software files that allow Windows to communicate with devices such as scanners, mouse devices, and keyboards. Contact the device manufacturer to make sure that you are using the latest driver for it.

To check for device driver problems:

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