Troubleshoot install using logs | Elements

Adobe Premiere Elements (PRE) and Photoshop Elements (PSE) record their actions during the install process in log files. When an installation fails, these log files can be useful in determining the reason why. For silent installations, the log file is the only place where error messages are reported.

Note: To troubleshoot PRE/PSE errors that occurred before you click Install in the installer user interface, see Analyze the PDapp log.

Analyze the Main Installation Log manually

If the Adobe Support Advisor couldn't provide a solution automatically, troubleshoot an installation issue for PRE/PSE by manually analyzing the Main Installation Log (MIL). Analyzing the MIL can consist of the following step. Proceed until you've located an installation error to troubleshoot.

Analyze the log Summary

The PRE/PSE installer reports most of the errors in the Summary section of your installation log file.

  1. Navigate to the log files in one of the following folders:

    • Windows 32 bit: C:\Program Files\Common Files\Adobe\Installers\
    • Windows 64 bit: C:\Program Files(x86)\Common Files\Adobe\Installers\
    • Mac OS: //Library/Logs/Adobe/Installers/

    The log file can be found in the above location with the filename "install.log".

  2. Open the .log file using WordPad (Windows) or TextEdit (Mac OS).

    Note: By default, .log files open in Console on Mac OS. Select all of the text by pressing Command+A, and then copy and paste it into a text editor before continuing.

  3. Scroll to the bottom of the log and look at the Summary section for lines that start with "Error" or "FATAL."

    If you find any of the following, see Visual Studio runtimes install fail | CS5, CS5.5 | Windows.

    • Error: - Microsoft_VC80_ATL_x86: Install failed
    • Error: - Microsoft_VC80_CRT_x86: Install failed
    • Error: - Microsoft_VC80_MFC_x86: Install failed
    • Error: - Microsoft_VC80_MFCLOC_x86: Install failed
    • Error: - Microsoft_VC90_ATL_x86: Install failed
    • Error: - Microsoft_VC90_CRT_x86: Install failed
    • Error: - Microsoft_VC90_MFC_x86: Install failed
  4. For all other errors, search the Adobe knowledgebase for a documentation that provides a solution. When you search, omit file paths and machine-specific information from search strings. For a list of possible errors that can appear, see Installation and launch errors in Creative Suite 5.

Analyze the PDapp log

If you are troubleshooting install errors for PRE/PSE and the error occurred before you clicked Install, analyze the PDapp.log file.

  1. Navigate to the PDapp.log file in one of the following folders:

    Note: Some of the following folders are hidden by default. If necessary, see Show hidden files, folders, filename extensions | Windows 10 | Windows 11.

    • Windows 10 and 11: C:\Users\[User Name]\AppData\Local\Temp\
    • Mac OS: //Users/[User Name]/Library/Logs/
  2. Open PDapp.log in a text editor such as WordPad (Windows) or TextEdit (Mac OS).

    PDapp.log records installation attempts sequentially. Each line in the log starts with a date and time stamp, which indicates when the installation was attempted. Each attempt starts with a Build Version number.

    Analyze only the most recent attempt. If you can’t determine which build attempt is the most recent, delete PDapp.log and run the installer again.
     

  3. In the most recent installation attempt, look for lines identified with [Error] or [FATAL]. For example:

    5/1/2010 13:49:48.847 [Error] DWA.SystemRequirement SystemRequirements check FAILED for payload - Adobe Premiere Elements PCI wrapper

    5/1/2010 13:49:20 [FATAL] PIM - Error could not create PIM Common FolderPath... F:\Program Files (x86)\Common Files\Adobe\OOBE\PDApp\

Type

Error Message

Solution

FATAL

End Adobe Setup. Exit Code: -5

FATAL

Failed to create backup folder [File path]

Replace the setup.xml file

  1. Copy the Adobe Photoshop Elements or Adobe Premiere Elements folder from the disc to the desktop.

    NOTE: If you have downloaded Elements, skip this step.

  2. Open the Photoshop Elements or Adobe Premiere Elements folder on the desktop.

  3. Download the following file:

    Изтегляне

  4. Copy setup.xml to the following folders, replacing the existing file:

    ..\[Elements installation folder]\SupportFiles\packages\

    ..\[Elements installation folder]\ElementsOrganizer\SupportFiles\packages\

    ..\[Elements installation folder]\ElementsSTIInstaller\packages\

  5. Double-click the Setup.exe file in the root installation folder, and follow the onscreen instructions.

Still need help?

If there are no TechNotes in the knowledgebase for your errors, contact Adobe support.

You can also visit the Adobe product forums.

 Adobe

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