About Creative Suite product install logs

The installers for Adobe Creative Suite 3 and Adobe Creative Suite 4 record their actions in a log. These logs can be useful in determining if certain errors occurred during an installation. For silent installations, the log file is the only place that records error messages.

Have a newer version of Creative Suite?

For help with CS5, CS5.5, and CS6 log files, see Troubleshoot install issues with log files | CS

Have Creative Cloud?

For help with Creative Cloud log files, see Troubleshoot install issues with log files | CC

Analyze Creative Suite 3 and Creative Suite 4 product install logs

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

    • Windows 32-bit (XP, Vista, 7): \Program Files\Common Files\Adobe\Installers\
    • Windows 64-bit (XP, Vista, 7): \Program Files (x86)\Common Files\Adobe\Installers\
    • Mac OS: /Library/Logs/Adobe/Installers/

    The log filename includes the product name and install date (CS4) or just the product name (CS3), followed by “.log.gz.” The extension .gz indicates a compressed format.

  2. Use a decompression utility such as WinZip or StuffIt to decompress the .gz file. Once uncompressed, the log file is a plain text file.

  3. Open the .log file in a text editor such as WordPad (Windows) or TextEdit (Mac OS).

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

  4. Search for the following values:

    • Return value 3
    • ERROR
    • FATAL

    Note: The search values ERROR and FATAL are case sensitive. The “Return value 3” value applies only Windows-based troubleshooting.

    You sometimes find multiple errors. Error messages look like the following (emphasis added):


    Return value 3:
    Contact your technical support group. Action ended 9:14:12: RemoveExistingProducts. Return value 3.

    The error description appears before the value Return value 3.

    ERROR:
    Default installation language not valid, falling back to first supported language.

    The error description appears after the value ERROR.

    FATAL:
    [ Exiting from installation due to blocking error. Exit code: 7

    The error description appears after the value FATAL.
     

     

  5. Search the Adobe Support page for a solution for each error message.

    Omit paths and machine-specific information from the search string. For the preceding errors, for example, you would search on “Error 1714. The older version of Adobe Flash Player 9 ActiveX cannot be removed.” “Default installation language not valid, falling back to first supported language,” or “Exiting from installation due to blocking error. Exit code: 7.”

Still need help?

If you cannot find a solution on the Adobe Support page, contact Adobe Support.

You can also visit the Adobe product forums.

 

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