This document can help you to resolve general issues that occur while you uninstall Adobe Adobe Creative Suite 4 or Point Product on Windows Vista.

Many different factors can cause system errors, including conflicts among device drivers, applications, operating system settings, hardware, and corrupt elements in specific files. Although a system error may occur only when you work with Adobe Creative Suite 4 or Point Product, Adobe Creative Suite 4 or Point Product 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.

You must be logged on as an administrator to perform some 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" (TechNote 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)" (TechNote kb404880).

Adobe Creative Suite 4 or Point Product is designed to be removed using the Adobe Creative Suite 4 or Point Product uninstaller. Following the on screen instructions and selecting Uninstall should allow you to remove Adobe Creative Suite 4 or Point Product. A few User specific files and folders are left by the installer. If possible, the Adobe Creative Suite 4 or Point Product Installer should be used in place of manual removal documentation.

A variety of knowledgebase articles have been created for uninstallation issues. After completing these steps check the knowledgebase for applicable documentation. This information can also be extremely useful if you need to contact Adobe Technical Support. Furthermore, we highly recommend performing each of the following steps in order and cumulatively. For example after disabling startup items and services left them disabled for the next solution. After the product successfully uninstalls you can revert all of the changes.

1. Install current Windows service packs and other updates.

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

2. Run Adobe Creative Suite 4 or Point Product uninstaller while no other applications are running.

Some applications or services may cause system errors or freezes when running concurrently with Adobe Creative Suite 4 or Point Product uninstaller. Before starting Adobe Creative Suite 4 or Point Product uninstaller, disable other applications, including startup items and services (items that start automatically with Windows).

  1. Disable startup items and non Microsoft services.
    1. Quit all applications.
    2. Choose Start, type msconfig in the Search text box, and press Enter.
    3. Write down all unselected items under the Startup and Services tabs.
    4. Click the General tab, and choose Selective Startup.
    5. Click the Startup tab and select Disable All.
    6. Click the Services tab, and check Hide All Microsoft Services.
    7. Click Apply, and restart Windows for the changes to take effect.



      Note: Upon restart, you'll be notified that the System Configuration utility has made changes to the way that Windows starts up. Click OK. When the System Configuration utility appears click Cancel.

       
    8. Right-click icons in the Notification Area and close or disable any startup items that are still active.
  2. Uninstall the Adobe Creative Suite 4 or Point Product.
    1. Click Start > Control Panel.
    2. Double click Programs and Features.
    3. Select the Adobe Creative Suite 4 or Point Product and remove the application.
    4. Click Uninstall and follow the on screen instructions.
    • If the problem no longer occurs, one of the startup items is the cause of the problem.
    • If the problem recurs, startup items are most likely not the cause of the problem.

To re-enable startup items and services:

  1. Choose Start, type msconfig in the Search text box, and press Enter.
  2. Click the General tab, and choose Normal Startup.
  3. Deselect any items that you wrote down in Step 3 of the previous section.
  4. Click Apply, and restart Windows for the changes to take effect.

3. Run Adobe Creative Suite 4 or Point Product in a new local administrative.

  1. Create a new local administrator account
    1. Right click My Computer and select Manage.
    2. Expand Local Users and Groups, right click Users, and choose New User.
    3. Fill in User name and full name.
    4. Deselect User Must Change Password At Next Logon and select Password Never Expires.
    5. Choose create and click Close.
    6. Right click on the user account name and choose Properties.
    7. Choose Add on the Members Of tab.
    8. Type Administrators and click OK.



      Note: If the user is currently logged into a domain, then you may need to change the location to the local computer using the Locations... button.

       
    9. Log out as the current user and log into the user account you just created.
    10. Click Start > Right Arrow, and select Log Off.
  2. Uninstall the Adobe Creative Suite 4 or Point Product.
    1. Click Start > Control Panel and double click Programs and Features.
    2. Select the Adobe Creative Suite 4 or Point Product and click Uninstall.
    3. Follow the on screen instructions

4. Disable UAC (User Access Control).

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

5. Disable Windows Aero.

See "Disable Windows Aero (Windows Vista)" (TechNote kb404886) for details.

6. Optimize handling of temporary files.

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)" (TechNote kb404917) for details.

7. Repair and defragment hard disks.

See "Repair and defragment hard disks (Windows Vista)" (TechNote kb405363)" for details.

8. Scan the system for viruses.

Use current anti-virus software (for example, Symantec Norton Antivirus or McAfee Virus Scan) 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.

9. Identify the file that causes the problem.

The Adobe Creative Suite 4 or Point Product installation log may indicate an additional problem that is causing the source of the failure.

  1. Run the Adobe Support Advisor to attempt to identify the source of the uninstallation failure. For additional information, please refer to, "Using the Adobe Support Advisor (ASA)" (TechNote kb405816).
  2. Analyze the Adobe Creative Suite 4 or Point Product installation log. For additional information, please refer to, "Find and read installation logs for Adobe Creative Suite 3 and 4 products" (TechNote kb400593).

10. 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 you need to contact Adobe Technical Support. You can find the support options at the Support Center.

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