Troubleshoot installation problems | Technical Communication Suite | Windows Vista

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

This document does not address problems related to serial numbers. For these problems, contact Adobe Customer Service. To contact Adobe Customer Service in your region, visit the Adobe website at www.adobe.com. Select your region from the top of the page, and then click "Contact."

Different factors can interrupt the installation of an application. These factors include the AutoPlay feature in Windows, a conflicting application, incorrect data in the Windows registry, or hardware problems. Although a system error occurs only when you work with Technical Communication Suite, Technical Communication Suite isn't necessarily the cause. It could be the only application that uses enough memory or processor cycles to expose the problem.

To get the most from this document, perform the tasks in order. Record the tasks you perform and the results of each, including errors or problematic behavior. Adobe Technical Support can use this information to better assist you, if you call.

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

To show hidden files, hidden folders, and all filename extensions in Windows Explorer:

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 Technical Communication Suite.

Adobe Technical Communication Suite won' run correctly on a system that doesn't meet the following requirements:

• Intel Pentium 4 or equivalent processor.
• Microsoft Windows XP or Windows Vista
• 1 GB of RAM (2 GB recommended)
• 3 GB of available hard-disk space
• DVD-ROM drive
• 1,024 x 768 screen resolution
• Some 3D features in Acrobat 3D require a video card with pixel shader support and DirectX 8.1 for video hardware acceleration (recommended for optimal performance)
• Adobe PostScript, PCL, or GDI printer (Adobe PostScript printer recommended)

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

2. 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 Technical Communication 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.

Intermediate troubleshooting

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

3. Install Adobe Technical Communication Suite in a simplified mode from the desktop.

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

To copy the Technical Communication Suite install files to the desktop:

To start Windows Vista in a simplified mode:

To reenable startup items and services:

4. 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.

Delete temporary files by using the Disk Cleanup utility included with Windows. To start Disk Cleanup, choose Start > All Programs > Accessories > System Tools > Disk Cleanup - choose "Files from all users on this computer." For information about Disk Cleanup, see Windows Help.

5. Repair and defragment hard disks.

System errors can occur if hard disks contain damaged sectors or fragmented files. Repair and defragment hard disks. Use either the Error-Checking tool and Disk Defragmenter utility included with Windows or a third-party disk utility (for example, Symantec Norton Utilities). Run such utilities on each hard disk or partition. More information about the Error-Checking tool and Disk Defragmenter appears below; for more information about a third-party disk utility, see the documentation for the utility.

The Error-Checking tool repairs bad sectors, lost allocation units and file fragments, cross-linked files, and invalid filenames. To access the Error-Checking tool, choose Start > Computer, right-click the desired hard disk, and choose Properties from the menu. In the Local Disk Properties dialog box, click the Tools tab, and then click Check Now in the Error-Checking area.

Note: To prevent Disk Defragmenter from moving files to bad sectors of a disk, run the Error-Checking tool before running Disk Defragmenter.

Disk Defragmenter rearranges the files and free space on your computer. Files are stored in contiguous units and free space is consolidated in one contiguous block. To access the Disk Defragmenter utility, choose Start > All Programs > Accessories > System Tools > Disk Defragmenter.

6. Scan the system for viruses.

Use current antivirus 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 antivirus software.

Advanced troubleshooting

7. Install Adobe Technical Communication Suite on a different computer.

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

8. Visit the Adobe User to User Forums.

You can see if other Adobe customers have a similar problem by visiting the User to User Forums at https://community.adobe.com. If you confirm that other users have experienced the same problem, Adobe Technical Support can sometimes duplicate and research the problem. Otherwise, refer to the system-related or hardware-related help.

9. Contact Adobe Technical Support.

If none of the above steps has resolved the error or freeze that you are experiencing with Technical Communication Suite, then contact Adobe Technical Support. You can find the support options at the Support Center.