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What's covered

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

Please note that this document does not address problems related to serial numbers. For these problems, contact Adobe Customer Service.

Different factors can interrupt the installation of an application, including the AutoPlay feature in Windows, a conflicting application, incorrect data in the Windows registry, or hardware problems. 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

To benefit most from this document, perform the 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.

Note: The procedures in this document are based on the default interface of Windows XP. If the interface is customized, some procedures may vary. For example, a commonly encountered difference is the navigation to Control Panel from the Start menu: You may navigate Start > Settings > Control Panel instead of Start > Control Panel. Additionally, the procedures in this document assume you are using the Classic View of the Control Panel: To view the Control Panel in the Classic View, click Switch To Classic View on the Control Panel navigation bar on the left side of the window.

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.

See Show hidden files, folders, and filename extensions in Windows for details.

Beginning troubleshooting

The tasks in this section can help you resolve the most common installation problems. Before performing any of these tasks, back up all personal files.

1. Make sure that the system meets the minimum requirements for Adobe Creative Suite 4.

Adobe Creative Suite 4 may not run correctly on a system that does not meet the system requirements. For system requirements, please refer to System requirements for Adobe CS4 and point products.

2. Install current Windows service packs and other updates.

3. Check the DVD and DVD-ROM drive.

Dust or dirt on a DVD can interfere with installation and prevent the DVD-ROM drive from recognizing the DVD. Examine the Adobe Creative Suite DVDs for dirt, dust, or fingerprints. Gently wipe the bottom of each DVD from the center outward with a soft, lint-free cloth.

Verify that the DVD-ROM drive can read other DVDs. If it can't, examine the DVD caddy or loading tray for dirt, and clean it with a lint-free cloth. If it still can't read other DVDs, contact the DVD-ROM drive manufacturer or the computer manufacturer.

4. Review installation logs.

To determine the exact error causing the installation to fail, please review the installation log files. For details on how to locate and interpret the installation log files, see Troubleshoot installation with install logs | CS3, CS4.

Intermediate troubleshooting

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

5. Install Creative Suite 4 in a simplified mode from the desktop.

Software and services that load automatically with Windows (for example, virus protection utilities) can conflict with the Creative Suite 4 installer and cause problems in Creative Suite 4. To prevent conflict, reinstall Creative Suite 4 while Windows is in simplified mode doesn't resolve the issue, try installing and running Creative Suite 4 on a different computer, or on a different hard drive.

  1. Create a desktop installation point for the Adobe Creative Suite 4 or Point Products.
    1. Insert the first Creative Suite 4 disc into your DVD-ROM drive.

      Note: The Design and Web Suites have only one disc for installation.

    2. Create a folder on your desktop named "Adobe CS4 Install".
    3. Choose Start > My Computer.
    4. Using Windows Explorer, right click on your DVD-ROM drive and click Explore.
    5. Copy the Adobe CS4 folder from the DVD to the folder you created on your desktop.

  2. Start Windows XP in a simplified mode. For additional information, please refer to Disable startup items and services (Windows).

  3. Start the Adobe Creative Suite 4 or Point Product installation from the desktop.
    1. After the restart, double click the Adobe CS4 Install folder.
    2. Double click Adobe CS4, then double click Setup.exe.

6. Run Adobe Creative Suite 4 or Point Product in a new user account.

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

7. Optimize handling of temporary files by Windows XP.

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 files by using the Disk Cleanup utility included with Windows. To start Disk Cleanup, choose Start > Programs > Accessories > System Tools > Disk Cleanup. For information about Disk Cleanup, see Windows Help.

8. Repair and defragment hard disks.

9. Scan the system for viruses.

Use current anti-virus software (for example, Symantec Norton AntiVirus or McAfee VirusScan) 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

10. Troubleshoot the Adobe Creative Suite 4 installation log file.

The Adobe Creative Suite 4 installer is designed to create an installation log of the actions performed on the machine.

  1. Locate and identify errors in the Adobe Creative Suite 4 installation log. For additional information, please refer to Troubleshoot installation with log files | CS3, CS4.

  2. Search Adobe Creative Suite Learn & Support for solutions to the errors.

11. 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.

12. Still facing difficulties?

See Download and installation help. If you find that your question is still unanswered, then ask our experts at the Downloading, Installing, Setting Up forum. Search to see if your question has already been asked—if not, post a new inquiry.

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