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Resolve installation issues

Resolve startup issues

Different factors can interfere with installing or starting Adobe Encore DVD, including conflicts among device drivers, software, and hardware, and corrupt elements in specific files. Follow the tasks in this document to resolve these issues. Keep track of the tasks you perform and the results of each, including errors or other problems. Adobe Technical Support can use this information to better assist you, should you need to call.

Note: Some of these tasks require you to locate hidden files or folders, or to locate files by their extensions (for example, *.ini). By default, Windows Explorer doesn't show hidden files, hidden folders, and filename extensions that it recognizes.

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

1. Choose Tools > Folder Options.

2. Click the View tab in the Options dialog box.

3. Select Show Hidden Files And Folders.

4. Deselect Hide File Extensions For Known File Types.

5. Click OK.

Resolve installation issues

Work through the following tasks to resolve issues that occur when you install Encore DVD.

1. Make sure that the system meets the minimum requirements for Encore DVD.

Encore DVD may not install or start correctly on a system that doesn't meet the following requirements:

-- Intel Pentium 4 processor, 1.4GHz

-- Microsoft Windows XP Professional Edition or Windows XP Home Edition, with Service Pack 2

-- 512MB of RAM (1GB or more recommended)*

-- 1GB of available hard-disk space for basic installation

-- 5GB of additional hard-disk space recommended for installing extra content

-- 10GB or larger hard disk or disk array recommended for ongoing work

-- DVD-ROM drive required for installation

-- DVD -/+ R burner required for DVD creation

-- 1280x1024 or greater color monitor resolution, 32-bit display adapter

-- Sound card with ASIO or Microsoft DirectX drivers

-- QuickTime 6.5 required to support import of QuickTime files

-- Internet or phone connection required for product activation and Internet-related services

* To check how much RAM is installed, choose Start > Control Panel > System. The amount of RAM appears on the lower half of the General tab in the System Properties dialog box.

2. Troubleshoot activation problems.

If you are experiencing any problems with activation, please refer to document 330627, "Troubleshoot activation issues in Adobe Production Studio applications (Windows)."

3. Troubleshoot serial number problems.

If Encore DVD returns the error "Invalid Serial Number" after you enter the serial number during the initial start up, then do on e or more of the following tasks:

-- Delete the serial number from the Serial Number field, and then reenter it exactly as it appears on the back of the Encore DVD installation disc case, including the dashes. If you are installing an upgrade to Encore DVD 2.0, enter the 24-digit serial number included with the upgrade, and then enter the previous version serial number when you are prompted.

-- Remove any spaces before you enter the serial number: Place the cursor at the far right edge of the Serial Number field and press the Backspace key until the cursor is at the left edge of the field.

-- 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.

-- Be sure to type zeros as zeros, not as the letter "O".

4. Log in as Administrator before installing Encore DVD.

You must be logged in with local (that is, machine) Administrator rights to install Encore DVD. If you don't have administrator rights, contact your system administrator for assistance.

5. If the installation is slow or appears to hang, disable System Restore.

The Encore DVD installation may take as long as an hour when System Restore is enabled.

Note: Disabling System Restore deletes previously stored restore information. For more information about System Restore, see Windows Help.

To disable System Restore:

1. Choose Start > Control Panel > System, and then click the System Restore tab.

2. Select Turn Off System Restore.

6. Reinstall Encore DVD in diagnostic mode.

Device drivers and software that loads automatically with Windows (for example, screen savers and virus protection utilities) can conflict with the Encore DVD installer and cause problems in Encore DVD. To prevent conflict, reinstall Encore DVD while Windows is in diagnostic mode. In diagnostic mode, nonstandard device drivers and startup software are disabled.

Note: The following troubleshooting steps will revert the system to Normal Startup conditions (all services and startup items turned on). If you have previously customized your system startup you will need to implement those changes again.

To install Encore DVD in diagnostic mode:

1. Log on to the system with an Administrator account and insert the Encore DVD installation DVD into the DVD-ROM drive.

2. Copy the Adobe Encore DVD 2.0 folder on the installation DVD to the desktop.

3. Disable startup items, and restart Windows:

a. Choose Start > Run.

b. Type msconfig in the Open box, and then press Enter.

c. On the General tab, click Diagnostic Startup.

d. Choose the Services tab and select Windows Installer and System Restore Service.

e. Click OK and choose Restart in the System Configuration dialog box.

4. Start the Encore DVD installer (Setup.exe) in the Encore DVD 2.0 folder, and then follow the on-screen instructions.

5. Restart the system after you install Encore DVD.

6. When the System Configuration Utility Window appears, select Normal Startup and restart the system a final time.

If reinstalling in diagnostic mode doesn't resolve the issue, try installing and running Encore DVD on a different computer, or on a different hard drive.

7. Optimize handling of temporary files by Windows.

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, and make sure that at least 650 MB of free space is available on the hard disk to which temporary files are written.

To delete temporary files:

Note: Repeat this procedure periodically. Windows deletes temporary files when Windows and applications close normally. When Windows or an application crashes, however, temporary files can accumulate on the hard disk.

1. Quit all applications.

2. Choose Start > Search, and then click All Files or Folders.

3. Type *.tmp in the All or Part of the File Name text box.

4. Choose Local Hard Drives from the Look In pop-up menu, and then click Search.

5. After the search results appear, choose Edit > Select All.

6. Choose File > Delete. Click Yes to confirm that you want to send the files to the Recycle Bin.

7. Remove any files you don't want to delete from the Recycle Bin, and then empty the Recycle Bin. Windows deletes all temporary files not in use.

To make sure that at least 650 MB of free space is available on the hard disk to which temporary files are written:

1. Quit all applications.

2. Choose Start > Control Panel, and then double-click System.

3. Click the Advanced tab, and then click Environment Variables.

4. In the User Variables For [user profile] section, locate TEMP in the Variable column, and note the folder listed in the Value column. If the complete pathname for the folder isn't visible, double-click TEMP in the Variable column, and note the folder name in the Variable Value text box.

Note: If a TEMP variable doesn't exist, contact your system administrator for assistance.

5. In Windows Explorer, verify that the folder you noted in step 4 exists on a non-compressed disk partition that has at least 650 MB of free space:

-- If the folder doesn't exist, then create it: Right-click the drive, choose New Folder from the pop-up menu, and type the folder name you noted in step 4 (for example, Temp).

-- If the disk doesn't have enough free space, then create additional space by removing unnecessary files. To determine the amount of free space, right-click the drive and choose Properties from the pop-up menu.

Resolve startup issues

Work through these tasks to resolve problems that occur when you try to start Encore DVD.

1. Disable emulated audio drivers or universal audio capture and playback utilities.

Encore DVD 2.0 requires a standard Direct Sound audio driver or a compatible ASIO 2.0 audio driver. If Encore DVD 2.0 returns the error, "Adobe Encore DVD has encountered an error and needs to close" when you try to start, there may be an emulated audio driver or universal audio capture and playback utility installed on the system, such as High Criteria's Total Recorder.

To disable emulated audio drivers or universal audio capture and playback utilities:

1. Choose Start > Control Panel.

2. Double-click Sounds and Audio Devices.

3. Click the Audio tab.

4. Choose an installed audio device from the Sound Playback and Sound Recording menus.

Note: If an emulated audio device is the only option, contact the sound card manufacturer to see if a Direct Sound or ASIO driver is available.

5. Click OK.

2. Update or install a new display card driver.

Many display card manufacturers frequently update their software drivers. If you haven't recently updated the display card driver, contact the display card manufacturer for an updated driver, or download one from the manufacturer's website. (To determine the manufacturer of a video card, view the card's properties in the Windows Device Manager.) Remove the old driver before you install a new driver to avoid continued problems.

To remove drivers from the system in Windows:

1. Download the latest driver for the display card.

2. Download Driver Cleaner from the Driver Heaven website at www.drivercleaner.net.

3. Restart the computer in Safe mode. For instructions, see Windows Help.

4. Remove the current driver using the Add Or Remove Programs utility.

5. Restart the computer in Safe mode.

6. Run Driver Cleaner. For instructions, see the documentation included with Driver Cleaner.

7. Restart the computer in Safe mode.

8. Install the new driver you downloaded in step 1.

9. Restart the computer in Normal mode.

10. Set the color depth to 32 bit:

a. Choose Start > Settings > Control Panel, and double-click Display.

b. Click the Settings tab.

c. Choose Highest (32 bit) from the Color Quality menu.

11. Start Encore DVD.

3. Re-create the Encore DVD preferences file.

Many startup problems are caused by a damaged preferences file. You can re-create the preferences file to eliminate these problems.

To automatically re-create the Encore DVD preferences file:

1. Hold down the Ctrl and Shift keys while choosing Start > Programs > Adobe Encore DVD 2.0. Release the keys after several seconds. The application will not start at this point, but the preferences file will have been deleted.

Note: The you must hold down the Ctrl and Shift keys before the Adobe Encore DVD title screen appears. If you press the keys too late, then Adobe Encore DVD will not re-create the preferences , and you may see the Choose An Additional Plug-Ins Folder dialog box . If this occurs, then click Cancel in the dialog box, exit Adobe Encore DVD and try again, making sure to hold Ctrl and Shift before you click the Adobe Encore DVD 2.0 icon.

2. Choose Start > Programs > Adobe > Adobe Encore DVD again to start the application. A new preferences file is created when the application starts.

Note: This procedure will not re-create the preferences for workspaces or zoom levels. To do so, manually re-create the Encore DVD preferences files.

To manually re-create the Encore DVD preferences files:

1. Delete the C:\Documents and Settings\ [user name] \Application Data\Adobe\Adobe Encore DVD 2.0 folder.

2. Choose Start > Programs > Adobe Encore DVD 2.0 to start the application. A new preferences file is created when the application starts.

4. Run Encore DVD 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.

5. Troubleshoot third-party plugins.

Because Encore DVD 2.0 shares the Premiere Pro playback engine, it scans for VST plug-ins when you start Encore DVD, even though Encore DVD does not use them. Some third-party VST plug-ins may prevent Adobe Encore DVD 2.0 from starting. If Encore DVD 2.0 crashes during the launch sequence while scanning VST plugins, refer to document 330023, "Crash on startup while scanning VST plug-ins (Encore DVD 2.0)".

6. Troubleshoot QuickTime.

An outdated version of Apple QuickTime or a damaged QuickTime file may prevent Encore DVD from starting. To update QuickTime, install the most recent version from the Apple website at www.apple.com/quicktime/download/ . To replace damaged QuickTime files, remove QuickTime and delete any QuickTime files or folders remaining on the system, and then reinstall QuickTime. For instructions, see document 332237, "Remove and reinstall QuickTime to run Adobe Premiere Pro (on Windows XP)."

7. Run Encore DVD while no other applications are running.

Some applications may cause system errors or freezes when running concurrently with Encore DVD. Before starting Encore DVD, disable other applications, including startup items (items that start automatically with Windows).

To disable startup items:

1. Quit all applications.

2. Choose Start > Run, and type msconfig in the Open box. Click OK.

3. Click the Startup tab, and click Disable All.

4. Select any startup items that are essential for testing the problem . If you are unsure whether an item is essential, leave it deselected (disabled).

5. Click OK, and restart Windows.

Note: Depending on settings in the System Configuration utility, a System Configuration utility dialog box may appear after the restart, asking you if you want to continue in Selective Startup mode. If this occurs, click OK once to close the message dialog box. Click OK again to quit the System Configuration utility. Click Exit Without Restart.

6. Right-click icons in the Notification Area (called the System Tray in earlier versions of Windows) to close or disable any startup items that are still active.

Then, try to re-create the problem:

-- If the problem doesn't occur, one of the disabled startup items conflicts with Encore DVD. Reenable startup items one at a time, testing each time until you determine which item conflicts with Encore DVD . Then contact that item's developer for an update, if available.

-- If the problem does occur, startup items aren't the cause and you can reenable them:

a. Choose Start > Run, and type msconfig in the Open box. Click OK.

b. Click the Startup tab, and click Enable All.

c. Click OK, and restart Windows.

8. Install current Windows service packs and other updates.

Updates to the Windows operating system improve its performance and compatibility with applications. You can obtain Windows service packs and other updates from the Microsoft website at www.windowsupdate.com. For assistance installing service packs and other updates, contact Microsoft technical support.

Important: Before you install a system update, check the system requirements for Encore DVD 2.0 (and any third-party software or hardware you may use with Encore DVD) to ensure compatibility. If the update isn't listed, contact Adobe or the manufacturer of your third-party software or hardware.

If you've reinstalled an application or the Windows operating system after installing the latest Windows update, reinstall the update. Some applications install commonly used system files, overwriting the updated versions installed by the Windows update.

9. Reinstall Encore DVD in diagnostic mode.

Device drivers and software that load automatically with Windows (for example, screen savers, virus protection utilities) can conflict with the Encore DVD installer. To prevent conflicts, reinstall Encore DVD while Windows is in a simplified mode, which disables some non-standard device drivers. For instructions, see task 6 in "Resolve installation issues" in this document.

10. 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.

11. Reformat the hard disk, and reinstall only Windows and Encore DVD.

Reformat the hard disk, and then install only Windows and Encore DVD from the original installation media. Reformatting a disk erases all files it contains, so be sure to back up all personal files first. Also make sure that you have all application and system disks.

Note: Don't install additional software or hardware until you're sure that the problem is resolved. Don't back up the hard disk and restore Windows and Encore DVD instead of reinstalling them; if the problem is caused by an application or Windows, and either is restored instead of reinstalled, the problem may recur.

After you reformat the hard disk and reinstall Windows, try to re-create the problem. Then do one of the following:

-- If the problem no longer occurs, install other applications one at a time and try to re-create the problem after each installation. If the problem occurs after an installation, the recently installed application may be the cause.

-- If the problem occurs when only Windows and Encore DVD are installed, the cause is hardware-related, and you should contact the hardware manufacturer or an authorized reseller for assistance.

12. Check for problems with RAM modules.

Ensure that the RAM modules are installed properly and are not the cause of your problem. Do one or more of the following:

-- Change the order of the installed RAM modules.

-- Remove all but the minimum number of RAM modules needed to run Windows and Encore DVD, and test to see if the problem persists. If it does, replace the RAM modules you removed and remove the others, testing again to see if the problem recurs. If it doesn't, then one or more of the removed RAM modules are the cause. For assistance, contact the RAM module manufacturer.

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