Troubleshoot installation | Photoshop Elements, Premiere Elements | macOS

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Fix issues that occur when you install Photoshop Elements or Premiere Elements on macOS.

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Installation issues

This document can help you resolve errors or freezes that occur when you install Photoshop Elements and Adobe Premiere Elements on macOS. System errors can manifest themselves in many different ways, including (but not limited to) the following:

  • An error such as "The application has unexpectedly quit. The system and other applications have not been affected."
  • A frozen cursor or screen
  • A blank or flickering dialog box

Different factors can interfere with installation, including conflicts among device drivers, software, hardware, and corrupt elements in specific files. System variables can also interfere with installation. Make sure that your computer meets the system requirements for the version that you're installing.

Following the tasks in this document can help you resolve these issues and identify the source of installation problems.

Note:

Disable your screensaver before you start the installation. If your screensaver is set to require a password and the screensaver starts while the installation is in progress, a known issue can prevent the password dialog from appearing. If this issue occurs, it's necessary to restart your computer and restart the installation.

The troubleshooting sections begin with solutions for the most common problems and progress to solutions for less common problems (hardware conflicts, for example). Work through the solutions in the order presented to eliminate possible sources of the problem. Record the tasks you perform and the results of each task, including errors or problematic behavior. Adobe Technical Support can use this information to better assist you, if you find it necessary to call.

If none of the suggested solutions resolve the problem, the Advanced troubleshooting section provides tips and references for further troubleshooting.

Note:

If a dialog box with the message "configuring installation" or "Checking System Profile..." appears during installation, the installation can take several minutes to finish this step.

Before you begin

  • Temporarily disable firewalls, antivirus software, and third-party security software. Disabling them speeds up the installation process.
  • Make sure that no OS update or application update is running in background.
  • Make sure that you have administrator privileges for your computer.

Work through these tasks to resolve issues that occur during installation. Retry the installation after each step to see whether the problem has been resolved.

1. Make sure that your computer meets the minimum requirements for the product you are trying to install.

Use the ReadMe file for information on minimum system requirements. The ReadMe folder is part of the installation files.

If you are installing the latest version of the product, check the system requirements for Photoshop Elements and Premiere Elements.

Note:

To check how much RAM is installed, choose About This Mac from the Apple menu. The Memory value indicates the amount of installed RAM.

2. Try & Buy only troubleshooting.

If you installed the trial version and purchased a serial number for it, you are required to activate the software.

If you are experiencing any problems with activation, see Troubleshoot activation problems | Mac OS X (kb404115).

3. Troubleshoot serial number problems.

If the installer returns the error message "Invalid Serial Number" after you enter the serial number or during startup, then do one or more of the following:

  • Delete the serial number from the Serial Number text box. Then reenter it exactly as it appears on the back of the application CD case, in the registration email, or on the registration website.
  • Reenter the serial number using different numeric keys. For example, use the numeric keys above the alpha characters instead of the numeric keys on the keypad.
  • Make sure that you typed the number zero (0) correctly, not as the letter O.

4. Check the DVD and the DVD-ROM drive.

Sometimes dust or dirt on a CD or DVD can interfere with an installation and prevent your CD-ROM or DVD-ROM drive from recognizing the media. Examine the application CD or DVD 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 CD-ROM or DVD-ROM drive can read other CDs or DVDs. If it can't, examine the disc caddy or loading tray for dirt and clean it with a lint-free cloth. If it still can't read other CDs or DVDs, contact the drive manufacturer or Apple Computer.

5. Delete previously installed application files.

Files that are installed during a failed installation take up hard disk space and can cause problems the next time you run the installer. If an attempt to install fails, remove the program, then try to reinstall. If you attempt to reinstall without first removing previously installed files, then it's possible that the installer can't overwrite the existing files. Also, it's possible that the hard disk doesn't have enough free space to install the application. If reinstalling still does not work, manually remove the product.

To remove previous product installation attempts:

  1. Go to Applications > Utilities > Adobe Installers or Applications > <Product version>.

  2. Double-click Uninstall <Product version>.

  3. When prompted, enter your administrative password.

  4. Follow the onscreen instructions, then click Uninstall.

  5. After the removal is complete, restart your computer and install the product.

6. Install product from the desktop.

Some system components--for example, device drivers and virus protection utilities--can conflict with the installer and result in an incomplete or failed installation. To prevent these conflicts, install the product from the desktop.

  1. Insert the installation disk into your DVD-ROM drive.
  2. Copy the installation folder from the disk to the desktop.
  3. Open the installation folder on the desktop.
  4. Double-click the Setup file, and follow the onscreen instructions.
    Note:

    If you still face problem, restart your computer and then retry the installation to check if the problem is resolved.

7. Install current macOS updates.

Updates to the macOS operating system can improve its performance and compatibility with applications. You can obtain macOS updates from the Apple website, or choose Software Update from the Apple menu. For assistance installing updates, contact Apple technical support.

Important: Before you install a system update, check the system requirements for your product to ensure compatibility. (Also check any third-party software or hardware you use with your product.) If the update isn't listed, then contact Adobe or the manufacturer of your third-party software or hardware.

Intermediate troubleshooting

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

8. Install your product with the Login Items disabled for the user account.

To disable nonessential extensions located in the user accounts Login Items folder, hold Shift while you restart the computer. Holding Shift disables any applications that are in the Login Items folder.

9. Install your product from within 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 an account, log in to the new account, and then try installing the product.

To create a user account:

  1. From the Apple menu, choose System Preferences.

  2. Click Accounts.

  3. Click the lock icon if it's closed, and log in.
  4. Click the plus sign.
  5. Create a user account. Make sure to remember the new password and to give the account administrative privileges by selecting Allow User to Administer This Computer. In Mac OS X 10.6, choose Administrator in the New Account pop-up menu.
  6. Click Create Account and close the Accounts window.
  7. Choose Log Out from the Apple menu.
  8. Log in to the new user account.

10. Repair disk permissions by running Disk Utility.

If you log in to an account with administrator privileges but are still unable to install or run the product, then your disk permissions could be damaged.

To repair your permissions using the Disk Utility:

  1. Select Go > Applications > Utilities and double-click the Disk Utility application.

  2. Click the First Aid tab.

  3. Select the volume on which you want to install your product, and then click Repair Disk Permissions.
    Note:

    If you still face problem, restart your computer and then retry the installation to check if the problem is resolved.

11. Remove fonts from the Fonts folder in the Library folder before installing your product

  1. Copy all fonts from the Fonts folder in the Library folder to a new folder on the desktop.
  2. Restart the computer.
  3. Install your product.
  4. Move all fonts back to the Fonts folder in the Library folder after installation is complete.

Alternatively, you can deactivate fonts in Mac OS X:

Note: If you use an earlier version of macOS than 10.4.8, the Font Book options and menus could be slightly different.

  1. Deactivate all font management utilities, such as Extensis Suitcase.
  2. Start Font Book from the Applications folder.
  3. Click Computer in the Collection column.
  4. Select one of the font names in the font column, and choose Edit > Select All.
  5. Click Disable under the Font column. (This button has a box with a checkbox in it, and is next to the button with the plus sign in it.)
  6. Click Disable when asked to confirm.
  7. Retest the problem you were having with the product installer. If the problem recurs, it's unlikely the problem is due to a damaged font. If the problem doesn't recur, the problem font is one of the ones you disabled. In Font Book, enable one font at a time in the collection or computer and try to reproduce problem until you find the damaged font.

After you're done testing, perform the following steps to return Fontbook back to its original state:

  1. Click Computer in the Collection column.
  2. Select one of the font names in the font column, and choose Edit > Select All.
  3. Click Enable under the Font column (this button contains a box, without a checkmark).

12. Check hard disks for damage.

A damaged hard disk can cause installation errors. Check hard disks using a disk utility, such as Apple Disk Utility.

Disclaimer: Adobe doesn't support third-party disk utilities but provides the following instructions as a courtesy. For support, contact the developer of the disk utility.

To check for damage by using Apple Disk Utility (included on the system CD):

  1. Start the computer from the system CD.
  2. Choose Installer > Open Disk Utility. On macOS 10.6, choose Utilities > Disk Utility.
  3. Select the disks that you want to check, and then click the First Aid tab.
  4. Click Repair to check and, if necessary, repair selected disks.

13. Scan for viruses.

Use current anti-virus software to check the system for viruses. Make sure that you have the latest virus definitions for the anti-virus software you use. Although virus infections are rare, they can cause unexpected system behavior, including installation errors. Running virus-detection software regularly (for example, daily) prevents viruses from damaging software on the system. For instructions on running or obtaining the latest updates to the virus-detection software, see its documentation.

Advanced troubleshooting

If the tasks in the previous sections don't resolve the problem, then you could be able to resolve the problem by reformatting your hard disk. You can also try to determine if hardware is conflicting with your product.

Disclaimer: Adobe doesn't support hardware and provides these tasks as a courtesy only. For further assistance, contact the hardware manufacturer or an authorized reseller. If you troubleshoot hardware problems yourself, then you could void the computer's warranty.

Note: Before you remove or rearrange hardware, turn off and disconnect the power to the computer and any peripheral devices.

14. Run your product on a different hard drive or computer.

Install and run your product from a different hard drive installed in the same computer or the same hard drive installed in a different computer. If the problem doesn't recur, then the hard drive or the motherboard you were using previously could be the cause. For assistance, contact the manufacturer.

15. Install to a different hard disk that is designated as the startup disk.

Install the system software on a different hard disk (not a different partition on the same disk) and then specify that disk as the startup disk. Then, install your product to the new hard disk.

To specify the startup disk:

  1. Choose System Preferences from the Apple menu.
  2. Select Startup Disk from the System selections.
  3. Select the drive to which you reinstalled the system software.
  4. Restart the computer.

16. Reinstall the system software.

Reinstall the operating system, or run a system restore.

Important: Running a system restore erases all contents on the hard disk. Be sure to back up any files that you want to save to an external drive, CD, or DVD.

For more information on running Software Restore, see its documentation or visit the Apple support page and search for "System Restore."

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