When you install Adobe Creative Suite 3 or individual Creative Suite 3 applications, you get the error message: "Some problems occurred during installation," "Component install failed," and/or "Shared components failed to install."
These errors occur for different reasons, depending on which application you are installing. This document contains solutions that might work for all applications, but if there are links in this document to the application you are trying to install, follow those links before you try the steps in this document.
Possible reasons for these errors include, but are not limited to:
- You may have insufficient disk space on the drive that you are installing to.
- Your virus protection or firewall software might have invalidated the installation.
- You have fonts that are locked.
- You removed a CS3 pre-release version or the beta version of Photoshop by moving the application to the trash, rather than using the uninstaller.
- You have left over files from a previous installation.
Solutions 1-4 are valid for all installation issues. The Adobe Creative Suite installer creates installer log files which can be viewed to narrow down the cause of the installation failure. After completing solution 4 please review the Adobe Creative Suite 3 installation log.
The CS5 Cleaner Tool can clean up CS3 installations, as well. For instructions, see Resolve installation problems with CS5 Cleaner Tool (cpsid_82947).
Tip: Start out at Level 2 and advance to Level 3 only if you continue to have issues installing your CS3 applications.
Note: Running this script removes folders created during the installation of CS3 applications.
To determine if the CS5 Cleaner Tool ran successfully, see Remove CS3 prereleases (kb401574).
Running the installation in a clean user environment eliminates a number of the common elements that can prevent installation issues. Unfortunately performing the following steps together does prevent you for determine which solution providing the solution. You can perform one step at a time to attempt to isolate the cause of the installation issue.
Solution 3:Disable your virus-protection software and all firewall applications before you install Creative Suite 3, or any of its point products.
Virus-protection software exists to stop errant applications from installing on your system. If your virus-protection software believes your Adobe application is a virus, it will affect the installation, and the product will not be installed correctly. If you haven't turned your virus-protection software off before you installed, uninstall your Adobe product, disable your virus-protection software and firewall, and reinstall.
Additionally, you might experience a conflict between the Apple Bonjour service and McAfee virus-protection software. If you are running McAfee software, then disable it before you begin the installation. If the installation still produces errors, then uninstall the McAfee software, and then install the Suite or point product. If the Suite installation is successful, then reinstall your McAfee software.
The Version Cue installer installs a service called Bonjour, which searches the network for other Bonjour-enabled machines. If your firewall is unaware of this protocol and blocks it, then installation can fail. Turning off your firewall while installing prevents this from occurring.
Solution 4: Verify that you have sufficient hard disk space and if not, clear disk space on the target drive or install to a drive with sufficient disk space.
Refer to the System Requirements information for the Creative Suite you are installing. Make sure you are installing to a hard disk that meets the minimum requirements. System requirement information is listed on the product pages on the Adobe website at http://www.adobe.com/products.
Creative Suite 3 installs fonts, and versions of some of these fonts might already be on your computer. Before it installs the fonts, the installer checks to make sure the font being installed is newer than the font already present, so an older version does not overwrite a newer version of the font. If the installer cannot read the font because it is locked or damaged, the installer fails. Refer to Adobe Creative Suite Installation log for information on locating and reading the installation log. The following is a sample from the Adobe Creative Suite Installation log:
Run the CS5 Cleaner Tool to unlock the fonts. See Solution 1: Run the CS5 Cleaner Tool. If the Cleaner Tool does not correct the problem, you can unlock system fonts on the Macintosh following the steps below.
To identify the fonts in the installation log:
Using the sample above identify all of the fonts that presented the error during the installation.
Note: Refer to Adobe Creative Suite Installation log for information on locating and reading the installation log.
Ctrl+Click on the font and choose Get Info.
Important: If the Locked check box in the General section of the Info dialog box is checked, proceed to continue to the unlock fonts section. If it is not checked, proceed to Get Info on the next font in installer log file.
Note: Fonts can become damaged, and damaged fonts also can cause this problem. If your installer log indicates a font problem, but your fonts are no locked, or if this problem still occurs after you've unlocked them, then move the font(s) specified in the log to the desktop or a temporary folder, and reinstall.
The Adobe Captivate demonstration below illustrates how to unlock fonts.
Creative Suite 3 installer may fail if the Creative Suite 3 installer DVD is bad or damaged or if the computer drive is defective.
If your DVD is damaged or your drive is defective, the following is a sample from the Adobe Creative Suite Installation log:
[ 8] Wed May 2 10:28:26 2007 INFO Completing installation for payload at /Volumes/Adobe CS3 Design Premium/Adobe CS3 Design Premium/payloads/AdobePhotoshop10en_US/AdobePhotoshop10en_US.dmg [ 8] Wed May 2 10:28:26 2007 DEBUG InstallPayload failed.
To check the installation media:
Try installing on a different computer. If it is successful, then the issue could be with the filesystem or disk drive on your original computer. Run a disk utility, such as Apple Disk Utility to determine if there's a problem with your hard disk. If the installation fails, then contact Adobe Customer Services at 1-800-833-6687 for replacement media.
The error, "Unexpected directory found instead of a file or symlink at <directory name>" appears in the installation log. The installer attempting to set permissions on a symbolic link but a actual folder exists instead. Refer to Adobe Creative Suite Installation log for information on locating and reading the installation log. To solve this issue, move the unexpected folder out of its location.
The following is a sample from the Adobe Creative Suite Installation log:
To move the unexpected directory:
Note: Folder or directory name may vary.
The Adobe Creative Suite installation log may indicate it was unable to read or write a file to the hard disk drive. Refer to Adobe Creative Suite Installation log for additional information on locating and reading the installation log.
The following is a sample from the Adobe Creative Suite Installation log or Event Viewer:
If none of the solutions allow you to install Creative Suite 3, contact Adobe Technical Support. You may be asked to send your installer log file to support. Refer to Adobe Creative Suite Installation log for additional information about the location of the log.
The Adobe Creative Suite installer log is the tool that may help you to determine the cause of the problem.
The Creative Suite 3 installer log contains verbose messages on why the installation failed (or succeeded). Reading and understanding the log will help you diagnose the problem faster. Installer information is added to the logs you currently have on your computer; which means a new log file is not created each time you install.
The log file is archived using a compression utility called gzip, and consequently has a .gz file extension. To uncompress the file, double-click on the .gz file. Mac OS X will automatically uncompress the file.
The log file for Creative Suite 3 Design Premium, as an example, is: Adobe Creative suite 3 Design Premium 1.0.log.gz
Depending on the application you install, there might be two log files whose names are slightly different. You may need to look in both log files to find your data, so do not delete either file. For example, Photoshop CS3 has two log files:
- Adobe Photoshop CS3 10.log.gz
- Adobe Photoshop CS3 10.0.log.gz
Logs are located in the /Library/Logs/Adobe/Installers folder.
Note: Do NOT review the logs under your user name, for example: [Username]/Library/Logs/Adobe/Installers.
Search the log file(s) for the following keywords: FATAL, DEBUG, and ERROR.
See Troubleshoot installation with install logs | CS3, CS4 (kb400593) for additional information.
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 or run the Adobe application.
Starting up in Safe Boot does the following to assist troubleshooting your computer:
- It forces a directory check of the startup volume.
- It loads only required kernel extensions (some of the items in /System/Library/Extensions).
- It disables all fonts other than those in /System/Library/Fonts.
- It moves to the Trash all font caches normally stored in /Library/Caches/com.apple.ATS/(uid)/, where (uid) is a user ID number such as 501.
- It disables all startup items and any Login Items.
Shut down the computer and startup in Safe Boot:
First Aid is a utility included in Mac OS X for checking and repairing file system errors. This utility can repair a number of common file system and permissions issues. You can run disk utilities to verify the integrity of the hard disk drive. Damaged sectors, cross-linked files, or other file corruptions can cause installation failures. Run these utilities to help correct problems with the hard disk or identify issues.
To launch First Aid:
The Adobe Captivate demonstration below illustrates how to repair disk permissions using Disk Utility.
Some system components--for example, device drivers and virus protection utilities--can conflict with the Adobe Creative Suite 3 installer and result in an incomplete or failed installation. To prevent these conflicts, install Adobe Creative Suite from the desktop.
To copy the Creative Suite 3 install files to the desktop:
Copy the appropriate folder (see below) from the DVD to the folder you created on your desktop. If you are installing Production Premium or Master Collection you will also need to copy the Adobe Flash Video Encoder folder from the installation DVD to this folder.
Suite version Installation folder Design Standard Adobe Creative Suite 3 Design Standard Design Premium Adobe Creative Suite 3 Design Premium Web Standard Adobe Creative Suite 3 Web Standard Web Premium Adobe Creative Suite 3 Web Premium Production Premium Adobe Creative Suite 3 Production Premium Master Collection Adobe Creative Suite 3 Master Collection
Note: If you are installing Production Premium or Master Collection you should not copy the install files for OnLocation CS3 as it uses a separate installer.