Issue

When you install an Adobe CS3, CS4, or CS5 product, the installer returns one of the following error messages:

  • "The feature you are trying to use is on a network resource that is unavailable. Click OK to try again, or enter an alternate path to a folder containing the installation package 'Adobe [product] .msi' in the box below."
  • "Error 1714. The older version of Adobe [product] cannot be removed. Contact your technical support group."

The example below demonstrates how the error appears in the installation log:

[ 2784] Thu Dec 13 15:55:53 2008 INFO 1: 0 2: acropro.msi 3: {AC76BA86-1033-F400-7760-100000000002}; 5: 0 6: 1 7: 1 8: 0 Error 1714.The older version of Adobe Acrobat 8 cannot be removed. Contact your technical support group. Action ended 15:55:53: RemoveExistingProducts. Return value 3. Action ended 15:55:53: INSTALL. Return value 3.

Solutions

Do one or more of the following solutions:

Solution 1: Remove all previous versions of the Adobe Creative Suite products installed, then install again.

  1. Launch Add Or Remove Programs (Windows XP) or Programs And Features (Windows Vista):
    • On Windows XP
    1. Choose Start > Run, type appwiz.cpl in the Open textbox, then click OK.
    • On Windows Vista/7
    1. Type appwiz.cpl in the search dialog and press Enter.
  2. Select an installed Adobe Creative Suite product and click Remove or Uninstall.
  3. Follow the onscreen instructions to remove the Adobe Creative Suite product.
  4. Repeat the above procedure for all installed versions of an Adobe Creative Suite product.
  5. Restart the computer, and then install Adobe CS3, CS4, or CS5.

Solution 2: Run the CS5 Cleaner Tool.

The Adobe CS5 Cleaner Tool helps resolve installation problems for CS5, CS 4, and CS 3 software. The tool can clean up install records for prerelease installations of Creative Suite products. The Adobe CS5 Cleaner Tool does not interfere with existing installations of previous versions of Adobe Creative Suite products. For more information, see Resolve installation problems with CS5 Cleaner Tool (cpsid_82947).

Select all CS5, CS4, and CS3 products when running the CS5 Cleaner Tool.

Additional information

These errors occur when the CS3, CS4, or CS5 installer is unable to access the installer package that was required for installation. Portions of CS3, CS4, or CS5 products use registry keys to store the installation path information. When the registry keys become damaged, then this error can be generated. Applications that repair registry files often remove source file information which can also generate this error.

It is not necessary to know the problem package to resolve this issue. Although, this issue can be identified in the Adobe Creative Suite installation log. For additional information on finding and reading the installation log, see the following documents:

 The solutions above reference the most common locations of the errors.

 

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