This document can help resolve problems that interrupt the installer for Adobe Creative Suite 4 products on Windows Vista. These problems can manifest themselves in many different ways, including (but not limited to) a frozen cursor, a frozen screen, or an error message.

Different factors can cause system errors, including conflicts among device drivers, software, and hardware, and corrupt elements in files. Although a system error may occur only when you work with Adobe Creative Suite 4, Adobe Creative Suite may not necessarily be the cause—it may be the only application that uses enough memory or processor cycles to expose the problem.

Before you begin

Perform the following tasks in order. Keep track of 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 need to call.

You must be logged on as an administrator to perform most of the procedures in this document.

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

Note: The procedures in this document are based on the default interface of Windows, with the exception of the Control Panel. The steps in this document that refer to the Control Panel are in reference to the Classic view. The Control Panel can be switched to the Classic view using the appropriate option located on the left side of the Control Panel. The steps in this document that refer to 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 Microsoft Windows Vista procedures (kb401275).

Some of these procedures may require you to locate hidden files, hidden folders, or files by their full file names, 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, hidden folders, and all file name extensions in Windows Explorer (Windows Vista)" (kb404880).

1. Make sure your system meets the minimum requirements.

Adobe Creative Suite 4 or Point Product may not run correctly on a system that doesn't meet the system requirements. For system requirements, see, "System Requirements for Adobe Creative Suite 4 or Point Products" (TechNote kb406240).

To check basic system information, such as processor speed and how much RAM is installed, choose Start > Control Panel > System.

2. Install current Windows service packs and other updates.

See "Install current Windows service packs and other updates (Windows Vista)" (kb405107) for details.

3. Check the installation discs and disc drive.

If you're installing from discs, examine the Adobe Creative Suite 4 product installation discs 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 disc drive can read other discs. If it can’t, clean the disc caddy or loading tray with a lint-free cloth. If it still can’t read other discs, contact the drive manufacturer.

4. Check the knowledgebase for error documentation.

If you encounter an error message during the installation, search this knowledgebase for troubleshooting articles on the specific error message.

5. Run the Adobe Creative Suite 4 product installer while no other applications are running.

To maximize available RAM and reduce the chance that another application is conflicting with your Adobe product, quit all open applications and then restart the installer: Right-click applications in the task bar and choose Close. If applications don't quit as expected, press Ctrl+Alt+Del to open the Task Manager, select the nonresponsive application, and choose End Task. You can also close unessential processes in the Processes tab of the Task Manager.

6. Perform a clean boot

To eliminate potential conflicts on the startup volume, perform a clean boot and then try to reinstall your Adobe Creative Suite 4 product. See How to troubleshoot a problem by performing a ‘clean boot’ in Windows Vista or Windows 7 on the Microsoft support website.

7. Install the Creative Suite 4 product from the desktop

System components can conflict with the Adobe Creative Suite installer and result in an incomplete or failed installation. System components can include a numerous hardware and software devices such as DVD-ROMs, device drivers, and virus protection utilities. To prevent these conflicts, install Adobe Creative Suite from the desktop. See "Install Adobe Creative Suite 4 and Point Products from the desktop (Windows XP and Vista)" (kb403963.)

8. Install the Adobe Creative Suite 4 product from a new user account.

Occasionally, a user account can become corrupted and prevent the installer from accessing or creating the necessary files and folders. Create a new account with administrative permissions, log in to it, and then rerun the installer. See Create a new user account in Windows Vista on the Microsoft support website.

9. Disable UAC (User Account Control).

See "Disable User Account Control (Windows Vista)" (kb404888).

10. Optimize handling of temporary files by Windows Vista.

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. See "Delete temporary files using the Disk Cleanup utility (Windows Vista)" (kb404917).

11. Review errors in the installation log file.

The Adobe Creative Suite 4 installer records its actions in a log. These logs can be useful in determining if certain errors occurred during an installation. For instructions on reviewing log files see, "Troubleshoot install erros using Creative Suite 3 and 4 install logs" (kb400593). Or, use the Adobe Support Advisor to analyze the files and point you to documentation for known errors. See “Using the Adobe Support Advisor” (kb405816).

12. Install Adobe Creative Suite 4 on a different computer.

Try to install Adobe Creative Suite 4 on a different computer to determine if the problem is unique to your computer. If you are able to install Adobe Creative Suite 4 on a different computer, contact the computer manufacturer. If the problem occurs on multiple computers, contact Adobe Technical Support.

13. Visit the Adobe user forums.

You can see if other Adobe customers have a similar problem by visiting the user forums. If you confirm that other users have experienced the same problem, then Adobe Support may be able to duplicate and research the problem.

14. Contact Adobe Technical Support.

If none of the above steps has resolved the error or freeze that you are experiencing with Adobe Creative Suite 4 or Point Product, then contact Adobe Technical Support. Have your serial number ready. If you can’t locate your serial number, see “Find a product serial number” (tn_15290).

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