This document can help you to resolve system errors that occur while you use Adobe Audition 3 on Windows Vista or XP. 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 message such as one of 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.)

Many different factors can cause installation problems, including problems with the AutoPlay feature, conflicting start-up items, incorrect data in the Windows registry, and hardware conflicts.

Before you begin

To benefit most from this document, perform the tasks in order. Record the tasks that you perform and the results of each, including errors and other problems. Adobe Technical Support can use this information to better assist you if you call.

It's necessary to log on as an administrator to perform some of the procedures in this document.

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

Note: The procedures in this document are based on the default interface of Windows. If the interface is customized, the procedures can vary. For example, a commonly encountered difference is the navigation to the Contol Panel from the Start menu. You can choose Start > Settings > Control Panel instead of Start > Control Panel. Additionally, the steps in this document that mention the Control Panel are in reference to the Classic view. For information on switching the Control Panel to the Classic view and many other common OS procedures, see Common OS procedures | Windows XP, Vista, Windows 7 | Mac OSX.

Some of these procedures require you to locate hidden files, hidden folders, or files by their full filenames, 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. For information on showing hidden files and folders in Windows, see Show hidden files, folders, filename extensions | Windows XP, Vista, Windows 7.

Beginning troubleshooting

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, Audition 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.

1. Make sure that the system meets the minimum requirements for Audition.

Audition won't run correctly on a system that doesn't meet the following requirements:

  • Intel Pentium 3, 4, Centrino, or equivalent SSE2-enabled processor
  • Microsoft Windows XP Professional or Home Edition with Service Pack 2 or Windows Vista Home Premium, Business, Ultimate, or Enterprise (certified support for 32-bit editions only)
  • 512 MB of RAM
  • 10 GB of available hard-disk space (when used with Loopology DVD)
  • CD-ROM drive (DVD-ROM drive required for installation of Loopology DVD content)
  • 1,280 x 900 monitor resolution with 32-bit video card and 16 MB of VRAM
  • Microsoft DirectX or ASIO compatible sound card
  • QuickTime 7.0 required to use QuickTime features
  • Internet or phone connection required for product activation

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, see Activation, deactivation | Adobe products.

3. Troubleshoot serial number problems.

If the Audition 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. 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 that 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.

4. Check the CD and the CD-ROM drive.

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 CD 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 CD-ROM drive can read other CDs. 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 CDs, contact the drive manufacturer or computer manufacturer.

5. Remove 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 Audition fails, remove the program and then try to reinstall it. If you reinstall Audition without first removing the previous installation, it's likely that the installer can't overwrite the existing files. It's also possible that the hard disk won't have enough free space for the application.

To remove previous Audition installation attempts, do the following:

  1. Choose Start > Control Panel (Windows Vista) or Start > Settings > Control Panel (Windows XP).
  2. Do one of the following:
  • (Windows Vista) Double-click Programs and Features.
  • (Windows XP) Double-click Add Or Remove Programs.
  1. Select Adobe Audition 3, and click Uninstall (Windows Vista) or Change/Remove (Windows XP).
  2. After the removal is complete, restart your computer, and install Audition.

6. Install Audition while no other applications are running.

Some applications or services can cause system errors or freezes when running concurrently with Audition. Before installing Audition, disable other applications, including startup items and services (items that start automatically with Windows).

To disable startup items and non Microsoft services, do the following:

  1. Quit all applications.
  2. Do one of the following:
  • (Windows Vista) Choose Start, type msconfig in the Search text box, and press Enter.
  • (Windox XP) Choose Start > Run, type msconfig and click OK.
  1. Write down all unselected items under the Startup and Services tabs.
  2. Click the General tab, and choose Selective Startup.
  3. Click the Startup tab and select Disable All.
  4. Click the Services tab, and check Hide All Microsoft Services.
  5. Select Disable All. In Windows XP, reselect FLEXnet LIcensing Service. If you are unsure whether an item is essential, then leave it deselected (disabled).
  6. Click Apply, and restart Windows for the changes to take effect.


    Note: Upon restart, you are notified that the System Configuration utility has changed the way that Windows starts up. Click OK. When the System Configuration utility appears click Cancel.

  7. Right-click icons in the Notification Area and close or disable any startup items that are still active.

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. Do one of the following:
    • (Windows Vista) Choose Start, type msconfig in the Search text box, and press Enter.
    • (Windows XP) Choose Start > Run, type msconfig and click OK.
    1. Click the General tab, and choose Normal Startup.
    2. Deselect any items that you wrote down in Step 3 of the previous section.
    3. Click Apply, and restart Windows for the changes to take effect.

7. Log in as a user with administrative privileges (Windows XP)

If you lack administrator access privileges, then it's possible that Audition can't 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.

8. Install Audition in a new user account.

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

9. Install Audition from the desktop.

If you can't install Audition from your CD-ROM drive, copy the installation files to the desktop and rerun the installer.

  1. Copy the Audition folder from the Audition disc to the desktop.
  2. Open the Audition folder on the desktop.
  3. Double-click the Setup.exe file, and follow the onscreen instructions.

10. Install current Windows service packs and other updates.

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 Audition 3. (Also check any third-party software or hardware you use with Audition) 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 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.

Intermediate troubleshooting

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

11. Disable UAC (User Access Control) in Windows Vista.

Important: This procedure involves disabling User Access Control. This feature is intended to prevent administrative accounts from performing undesired actions that can affect the system. Disabling UAC removes these notifications. Restart your system after you disable or re-enable UAC.

For more information on UAC, see the Microsoft Windows Vista support site.

  1. Choose Start > Control Panel.
  2. Double click User Accounts.
  3. Select Turn User Account Control On Or Off.
  4. Deselect Use User Account Control (UAC) To Help Protect Your Computer and click OK.
  5. Click Restart Now.

To re-enable UAC, do the following:

  1. Choose Start > Control Panel.
  2. Double click User Accounts.
  3. Select Turn User Account Control On Or Off.
  4. Select Use User Account Control (UAC) To Help Protect Your Computer and click OK.
  5. Click Restart Now.

12. Optimize handling of temporary files by Windows.

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 filesby using the Disk Cleanup utility included with Windows. 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.

13. Repair and defragment hard disks.

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). 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, see 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.

14. Check for font problems (Windows XP).

To determine whether a font causes the problem, reduce the number of fonts installed using the Fonts utility in the Windows Control Panel:

  1. Choose Start > Settings > Control Panel.
  2. Double-click the Fonts icon.
  3. Select all of the fonts in the Fonts folder.
  4. Move the selected fonts to a temporary folder on the desktop.
  5. Restart Windows.
  6. Try to install Audition. If the problem occurs, then it may be related to a font installed by Windows. If the problem doesn't occur, then move a small group of fonts back into the Fonts folder, and then restart Windows.

    Note: For instructions on how to check font integrity, see Troubleshoot font problems | Windows.
  7. Try to install Audition. If the problem occurs, then remove some of the fonts from the Fonts folder. If the problem doesn't occur, then add a few more fonts to the Fonts folder.
  8. Restart Windows.
  9. Repeat steps 7-8 until you isolate each problem font.
  10. Delete each problem font from the hard disk and reinstall it from its original disks or CD. If a font continues to cause problems after you reinstall it, then contact the font manufacturer for assistance.

To reduce the number of fonts that are installed through a font utility, see the utility manufacturer's instructions.

15. Scan the system for viruses.

Use current anti-virus software (for example, Symantec Norton Antivirus or McAfee Virus Scan) 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.

Advanced troubleshooting

If the tasks in the previous section don't resolve the problem, then try reinstalling Windows Vista and Audition. You can also try to resolve the issue by reformatting your hard disk, reinstalling Windows and Audition, or by determining if hardware is conflicting with Audition.

Disclaimer: Adobe doesn't support hardware and provides these procedures 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 power to the computer and any peripheral devices.

16. Log in using the built-in Administrator account (Windows Vista).

The built-in Administrator account has a higher access level to the system than a normal local administrator account. By default the built-in Administrator account is disabled. For information about enabling and logging in to the built-in Administrator account, contact your system administrator. You can also refer to this support document on the Microsoft support website: http://support.microsoft.com/kb/926183/en-us?spid=11737&sid=73.

17. Verify that other device drivers are compatible with Windows.

If updating the video card driver doesn't resolve the problem, then verify that all other device drivers are compatible with Windows. 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, do the following:

  1. Do one of the following:
  • Choose Start > Control Panel and double-click System. (Windows Vista).
  • Choose Start > Control Panel > System (Windows XP).
  1. Click Device Manager in the Tasks pane (Widows Vista) or click the Hardware pane, and then click Device Manager (Windows XP).
  2. Click the plus sign (+) to the left of each device type.
  3. If a device appears with a black exclamation mark (!) in a yellow circle, then right-click that device, and choose Properties from the menu.
  4. Note the properties for the device:
    • Check the Device Status field: If the device isn't working properly, information in this field can help you troubleshoot the problem.
    • If the Properties dialog box has a Driver tab, then click it. If the Driver tab doesn't indicate the driver provider, then click Driver Details. If Microsoft is the provider, then a generic driver is probably installed; contact the device manufacturer to obtain the most recent driver that they provide.

18. Perform a clean installation of Windows XP, and reinstall Audition.

Perform a clean installation of Windows XP, and install Audition from the original installation media. Perform this procedure particularly if you've upgraded to Windows XP and overwrote the previous version of the operating system.

After you reinstall Windows and Audition, try to re-create the problem:

  • If the problem no longer occurs, then install other applications one at a time and try to re-create the problem after each installation. If the problem occurs after an installation,then the recently installed application may be the cause.
  • If the problem occurs when only Windows and Audition are installed, then proceed to task 22.

For instructions on performing a clean installation of Windows XP, see How to perform an in-place upgrade (reinstallation) of Windows XP on the Microsoft website at http://support.microsoft.com.

19. Reformat the hard disk, and reinstall only Windows and Audition.

Reformat the hard disk, and then install only Windows and Audition 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.

For instructions on performing a clean installation of Windows Vista, see document 918884, "How to install Windows Vista" on the Microsoft website at http://support.microsoft.com.

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 Windows and Audition instead of reinstalling them. If the problem is caused by an application or Windows, and either one is restored instead of reinstalled, the problem may recur.

After you reformat the hard disk and reinstall Windows and Audition, try to re-create the problem:

  • If the problem no longer occurs, then install other applications one at a time and try to re-create the problem after each installation. If the problem occurs after an installation, then the recently installed application may be the cause.
  • If the problem occurs when only Windows and Audition are installed, then the cause may be hardware-related, and you should contact the hardware manufacturer or an authorized reseller for assistance.

20. Contact Adobe Technical Support.

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

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