The following are some symptoms of system errors:
To correct these problems, perform the numbered tasks that follow. For best results, perform the tasks in the order listed. Keep a record of the tasks you perform and the results of each, including errors and other problems. If you later contact Adobe Technical Support, this information can help the support staff resolve the problem.
Before performing any of these tasks, back up all personal files (for example, Photoshop or InDesign files you created). Always restart the computer after a system error occurs to refresh its memory. Continuing to work without restarting the computer can make the problem worse.
Make sure that the system meets the minimum requirements for the software. For the most up-to-date system requirements for your product, search the knowledgebase for "system requirements" and the product name.
To check basic system information, such as processor speed and how much RAM is installed, choose About This Mac from the Apple menu. For more information about your system, click More Info to open the System Profiler.
Log in as a user with administrator access privileges
Install the latest version of the Adobe software
Install current Mac OS X updates
Re-create the preferences files
Ensure that your OS language setting matches the language version of your Adobe product
Run the application while no other applications are running
Run the Adobe application with the Login Items disabled
Install the Adobe application from the desktop
Install or run the Adobe application from within a new user account
Update the video card driver
Verify that you are using the latest driver and PPD file for the printer
Remove third-party plug-ins
Disable extensions using Extensions Manager
If you lack administrator access privileges, the Adobe application could be unable to access 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, 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:
Note: If your computer automatically logs you, but you want to log in as another user, hold Shift when the Mac OS X Startup Screen appears. Release the Shift key when the login screen appears. If you don't have access to an account with administrator privileges, contact your system administrator.
The latest version of the Adobe software could be more compatible with the operating system and drivers. Before you install an update or upgrade, make sure that the system meets the requirements. For the latest product updates and upgrades, visit Adobe - Downloads. An upgrade could solve a wider range of problems than a free update. Install any free updates before trying the rest of the tasks in this document. Complete the tasks listed here before you consider purchasing an upgrade.
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 the Adobe software to ensure compatibility. (Also check any third-party software or hardware you use with the Adobe software.) If the update isn't listed, contact Adobe or the manufacturer of your third-party software or hardware.
Re-create the Adobe application preferences file to eliminate problems that a damaged preference file caused. For specific instructions, search the application Help system for "restore preferences" or "re-create preferences."
Important: The user library folder is hidden by default in Mac OS X 10.7. To access files in that folder for troubleshooting, see Access hidden user library files.
Some Adobe applications are only designed to run on an OS that has the language configured to match the language of the Adobe product. To change the language on your Mac OS X system, do the following:
To maximize available RAM and reduce the chance that another application conflicts with the Adobe application, quit open applications (including virus-protection utilities). Then restart the Adobe application. If applications don't quit as expected, force quit them by choosing Force Quit from the Apple menu.
Note: Don't force quit the Finder, which is the core Mac OS component.
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.
Some system components--for example, device drivers and virus protection utilities--can conflict with the Adobe application installer and result in an incomplete or failed installation. To prevent these conflicts, install the application from the desktop.
Occasionally, a user account can become corrupted and prevent the installer from accessing or creating the necessary files and folders. Create an account, log in to the new account, and then try to install or run the Adobe application. For information on creating a user account, see "Creating a new user account" in the Mac OS X Help.
Many video card manufacturers frequently update their software drivers. If you haven't recently updated the video card driver, contact the video card manufacturer for an updated driver, or download one from the manufacturer's website.
If the problem occurs when printing, verify that you are using the latest driver and PPD file for the printer. Download and install the latest driver and PPD file from the printer manufacturer's website.
Applies to Acrobat, Adobe Reader, Adobe Premiere Pro, Adobe Premiere Elements, After Effects, Adobe Bridge, Fireworks, Illustrator, InDesign, Photoshop, Photoshop Elements, and Photoshop Lightroom.
Remove third-party plug-ins from the application plug-ins folder, and restart the application. If the problem recurs, move the plug-ins back to the application plug-ins folder. If the problem doesn't recur, identify conflicting plug-ins.
To identify conflicting plug-ins:
Applies to Adobe Bridge, Contribute, Dreamweaver, Fireworks, Flash, Illustrator, InDesign, and Photoshop.
Extensions are Adobe Flex- and ActionScript-based modules that enhance the functionality of the Adobe applications listed above. For more information about extensions, see the Extension Manager CS5 Release Notes.
Disable extensions to eliminate problems that a damaged or incompatible extension could cause:
An incorrect installation can cause errors when you work in an Adobe application. To reinstall the application:
Note: If you previously installed an update to the Adobe application, reinstall the update after you reinstall the application.
If you log in to an account with administrator privileges, but you can't install or run the Adobe application, then your disk permissions could be damaged. To repair your permissions by using the Disk Utility:
Note: If you're having trouble repairing disk permissions from Disk Utility, try booting from the OS install disc and running Disk Utility from that disc. Choose to repair permissions on the drive that contains your Adobe software.
To check for a damaged hard disk, which can cause installation errors, use Apple Disk Utility. Mac OS X defragments small files as you work; for more robust defragmentation, use a third-party utility such as Micromat Tech Tool Pro.
Applies to Acrobat, Adobe Premiere Pro, After Effects, Encore, Adobe OnLocation, Photoshop, Photoshop Elements, Illustrator, and Soundbooth. If your application isn't listed here, skip to the next step.
When insufficient RAM is available for bitmap image editing, Photoshop and Adobe Premiere use a scratch disk file. (A scratch disk file is a temporary disk space used for storing data and performing computations.) Maximizing scratch disk performance could help resolve some performance issues. Search for “scratch disk” in your Adobe application Help system for more information.
See Optimize Illustrator Performance on Mac OS X (kb403884).
Use current anti-virus software, such as McAfee AntiVirus 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, see its documentation.
See the printer's documentation for instructions on installing the printer driver. See Mac OS X Help for instructions on how to set up a default printer. If you don't have a printer connected to the computer, create a virtual PostScript printer that you can select as a default printer.
For more information, see Set up a default printer in the Print Center (Mac OS X) (kb404931).
A system error can occur if the Adobe application accesses a damaged ICC profile. Troubleshoot ICC profiles to determine if they cause the problem:
Quit processes that use large amounts of system resources
Install to a different hard disk that is designated as the startup disk
Reformat the hard disk using HFS+ formatting, and install only Mac OS and the Adobe application
Check for damaged expansion cards
Check for problems with RAM modules
Run the Adobe application on a different hard drive or computer
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, you could 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.
To ensure that [product] has enough system resources, use the Process Viewer to quit processes that use more than 30% of the system resources.
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 the application to the new hard disk.
To specify the startup disk:
Reformat the hard disk using HFS+ formatting, and then install only Mac OS and [product] from the original installation media. Reformatting a disk erases all files it contains, so be sure to back up all personal files first. Also make sure that you have all application and system disks.
Note: Don't install additional software or hardware until you're sure that the problem is resolved. Don't back up the hard disk and restore Mac OS and the application instead of reinstalling them. If an application or Mac OS causes the problem, and either one is restored instead of reinstalled, the problem could recur.
After you reformat the hard disk and install only Mac OS and the application, try to re-create the problem:
Disconnect peripheral devices one at a time. Peripheral devices include devices connected via FireWire, USB, Serial ATA, IDE, or SCSI. If an error doesn't occur when an external device is disconnected, there could be a problem with the device, the cable, or the connection. Contact the manufacturer of the device for troubleshooting steps for the device.
Damaged or incompatible PCI or PCI-X expansion cards can cause system errors. To check PCI or PCX cards, turn off your computer. Remove any processor accelerator cards, video cards, or other installed expansion cards, and then restart the computer.
Ensure that the RAM modules are installed properly and are not the cause by doing one or more of the following:
Install and run Adobe application from 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, the hard drive or the motherboard you were using previously could be the cause. For assistance, contact the manufacturer.
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