What's covered

This document can help you resolve problems that interrupt the installer for Flash CS4 Professional on Mac OS X. These problems can manifest themselves in many different ways, including (but not limited to) a frozen cursor or screen, or an error.

Different factors can cause system errors, including conflicts among device drivers, software, and hardware, and corrupt elements in specific files. Although a system error may occur only when you work with Flash CS4 Professional, Flash CS4 may not necessarily be the cause--it may be the only application that uses enough memory or processor cycles to expose the problem.

Please note that this document does not address problems related to serial numbers. For these problems, contact Adobe Customer Services. To contact Adobe Customer Service in your region for assistance, visit the Adobe website at http://www.adobe.com/, select your region from the menu at the top of the page, and then click Contact Us.

To get the most from this document, perform the tasks in order. Keep a log of 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, should you need to call.

Beginning troubleshooting

The tasks in this section can help you resolve the most common system errors. Before performing any of these tasks, back up all personal files (for example, Adobe Creative Suite files you created). Always restart the computer after a system error occurs to refresh its memory. Continuing to work without restarting the computer may compound the problem.

1. Make sure that the system meets the minimum requirements for Flash CS4 Professional.

Flash CS4 Professional may not run correctly on a system that doesn't meet the following requirements:

  • PowerPC G5 or multicore Intel processor
  • Mac OS X v10.4.1110.5.4
  • 1GB of RAM
  • 4GB of available hard-disk space for installation; additional free space

    required during installation (cannot install on a volume that uses a

    case-sensitive file system or on flash-based storage devices)
  • 1,024x768 display (1,280x800 recommended) with 16-bit video card
  • DVD-ROM drive
  • QuickTime 7.1.2 software required for multimedia features
  • Broadband Internet connection required for online services

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. On board video cards may share system memory. Flash CS4 Professional cannot be installed if the remaining amount of system memory does not meet system requirements.

2. Delete previously installed application files.

You should perform these steps after each failed installation to avoid further problems that partially installed components can cause.

  1. First, follow the procedures in How to Uninstall Creative Suite 4 and Point Products (Mac OS) (TechNote kb405509).
  2. To manually delete files from a previous Flash CS4 Professional installation attempt:

    If you are using Creative Suite 4, then run the Acrobat Uninstaller found in the Adobe Acrobat 9 Professional folder in the Applications folder. If you are using the Flash CS4 Professional standalone, ignore this step and step 3.

    1. Check for the following folders and remove them if found:
      • Applications/Adobe Acrobat 8 Professional
      • Library/Application Support/Adobe PDF
      • Users/[User]/Library/Application Support/Adobe
      • Users/[User]/Library/Preferences/Acrobat
    2. Check for the following files and remove them if found:
      • Users/ [User]/Library/Preferences/com.adobe.Acrobat.Pro.plist
      • Users/[User]/Library/Preferences/com.adobe.Acrobat.Pro_ppc_8.0.plist
      • Users/[User]/Library/Preferences/com.adobe.Acrobat.80.sh.plist
      • Library/Preferences/com.adobe.acrobat.pdfviewer.plist
      • Library/Preferences/com.adobePDFSettings.plist
  3. Check to see if the following folders are installed in the Applications folder or other location:
    • Adobe Acrobat 9.0 Professional
    • Adobe After Effects CS4
    • Adobe Bridge CS4
    • Adobe Contribute CS4
    • Flash CS4 Professional
    • Adobe Dreamweaver CS4
    • Adobe Encore CS4
    • Adobe Flash Professional CS4
    • Adobe Fireworks CS4
    • Adobe Help Center
    • Adobe Illustrator CS4
    • Adobe InDesign CS4
    • Adobe Photoshop CS4
    • Adobe Premiere Pro CS4
    • Adobe Soundbooth CS4
    • Adobe Soundbooth Scores
    • Adobe Stock Photos CS4
    • Adobe Version Cue
  4. Drag each application folder to the Trash.
  5. If you don't have other Adobe applications installed on your computer, open the Library/Application Support folder, and drag the Adobe folder to the Trash.
  6. Empty the Trash. If you receive a message that a file is in use and can't be deleted, restart the computer, then empty the trash.

3. Check the installation discs and disc drive.

Sometimes dust or dirt on a DVD can interfere with an installation and prevent your drive from recognizing the media. Examine the Flash CS4 Professional installation discs 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 disc drive can read other discs. 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 discs, contact the drive manufacturer or Apple Computer.

4. Log in as a user with administrator access privileges.

If you lack administrator access privileges, then Adobe Creative Suite may be unable to access necessary files. To determine if limited privileges cause the problem, log in as a user with access privileges, and try to re-create the problem. If the problem doesn't recur, then the account you were previously using lacks access privileges. Contact your system administrator to grant you access privileges.

See "Log in as a user with administrator privileges (Mac OS X)" (TechNote kb404926) for details.

5. Install current Mac OS X updates.

Updates to the Mac OS X operating system can improve its performance and compatibility with applications. You can obtain Mac OS X 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 Flash CS4 Professional to ensure compatibility. If the update isn't listed,then contact Adobe or the manufacturer of your third-party software or hardware.

6. Run Flash CS4 Professional while no other applications are running.

To maximize available RAM and reduce the chance that another application may conflict with Flash, quit open applications, and then restart Flash CS4 Professional.

If applications don't quit as expected, then force quit them.

To force quit open applications:

  1. Choose Force Quit from the Apple menu.
  2. In the Force Quit Applications dialog box, select an application, and then click Force Quit.

    Note: Don't select the Finder, which is the core Mac OS component.

  3. Click Force Quit again when Mac OS returns the alert "Do you want to force Adobe Creative Suite to quit?"
  4. Restart Adobe Creative Suite, try to re-create the error, and continue as follows:
    • If the error doesn't occur, then the application you selected in step 2 conflicts with Adobe Creative Suite.
    • If the error occurs, then repeat steps 3-4; or, if you've quit all open applications, then proceed to the next task.

7. Install Flash CS4 Professional in Safe Boot.

Starting up in Safe Boot does the following to assist troubleshooting your computer:

  • It forces a directory check of the startup volume.
  • It loads only required kernel extensions (some of the items in /System/Library/Extensions).
  • It disables all fonts other than those in /System/Library/Fonts.
  • It moves to the Trash all font caches normally stored in /Library/Caches/com.apple.ATS/(uid)/, where (uid) is a user ID number such as 501.
  • It disables all startup items and any Login Items.

Shut down the computer and startup in Safe Boot:

  1. Shut down the computer.
  2. Press the power button.
  3. Immediately after you hear the startup tone, press and hold the Shift key.

    Note: Press the Shift key as soon as possible after the startup tone but not before.

  4. Release the Shift key when you see the gray Apple and progress indicator..

8. Install Flash CS4 Professional from within a new user account.

See "Install or run the Adobe application from within a new user account (Mac OS X)" (TechNote kb404927) for details.

9. Install Flash CS4 Professional from within a root user account.

For instructions on enabling and logging into the root account on Mac OS X, see "Enabling the root user" in Macintosh online Help.

Intermediate troubleshooting

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

10. Install Flash CS4 Professional from the desktop.

Some system components--for example, device drivers and virus protection utilities--can conflict with the Flash CS4 Professional installer and result in an incomplete or failed installation. To prevent these conflicts, install Flash CS4 Professional from the desktop.

To copy the Flash CS4 Professional install files to the desktop:

  1. Insert the first Flash CS4 Professional disc into your disc drive.
  2. Create a folder on your desktop named "Flash CS4 Professional".
  3. Copy the contents of the Adobe Flash CS4 Professional folder to the folder you created on the desktop.
  4. Open the Flash CS4 Professional folder on the desktop.
  5. Double-click the Setup file, and follow the on-screen instructions.

11. Repair disk permissions by running Disk Utility.

See "Repair disk permissions by running Disk Utility (Mac OS X)" (TechNote kb404928) for details.

12. Troubleshoot fonts.

A system error can occur if Flash CS4 Professional accesses a damaged font. You can troubleshoot fonts to determine if they cause the problem.

See "Troubleshoot fonts (Mac OS X)" (TechNote kb405153) for details

13. 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, Alsoft DiskWarrior, or Micromat Drive 10.

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.
  3. Select the disks to be checked, and then click the First Aid tab.
  4. Click Repair to check and, if necessary, repair selected disks.

14. Temporarily disable any virus scanner.

Virus scan software can interfere with software installation. Temporarily disabling anit-virus software can allow software to install successfully. The steps below are common procedures use to disable anti-virus software. If the steps below do not allow you to disable the anti-virus software refer to its documentation.

  1. Click on the anti-virus icon in the Menu Bar.
  2. Select the disable Anti-Virus option.
  3. Attempt the installation again.
  4. Re-enable the anti-virus software after the installation completes successfully.

Advanced troubleshooting

If the tasks in the previous section don't resolve the problem, then you may be able to resolve the problem by reformatting your hard disk or by determining if hardware is conflicting with Flash CS4 Professional.

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 may 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.

15. Use the Console utility to identify software conflicts.

  1. If the problem causes the installer to freeze, the Console utility can identify software that causes the conflict.
  2. Choose Go > Applications, open the Utilities folder, and then double-click Console.
  3. Click the Logs tab.
  4. Expand ~/Library/Logs, and then expand CrashReporter.
  5. Select the [[crash log name for flash unknown]]
  6. Restart the installer, and try to re-create the problem. If the problem recurs, remove or update the software identified in the crash log.

16. Use the Activity Monitor to identify and quit processes that may be using large amounts of system resources.

See "Use the Activity Monitor to identify and quit processes that may be using large amounts of system resources (Mac OS X)" (TechNote kb404933) for details.

17. 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 Flash CS4 Professional 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.

18. Check for damaged PCI or PCX cards.

Damaged or incompatible PCI or PCX cards can cause system errors. To check PCI or PCX cards, turn off your computer, remove any processor accelerator cards, video cards, or other installed expansion cards, and then restart the computer.

19. Disconnect peripheral devices.

Disconnect peripheral devices one at a time. Peripheral devices include devices connected by FireWire, USB, Serial ATA, IDE, or SCSI. If an error doesn't occur when an external device is disconnected, then there may be a problem with the device, the cable, or the connection. Contact the manufacturer of the device for troubleshooting steps for the device.

20. Check for problems with RAM DIMMs.

See "Check for problems with RAM DIMMs" (TechNote kb404980) for details.

21. Run Flash CS4 Professional on a different hard drive or computer.

Install and run Flash CS4 Professional 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 may be the cause. For assistance, contact the manufacturer.

Troubleshoot installation problems (Adobe Creative Suite 4.x on Mac OS X) (TechNote kb403986)

How to Uninstall Creative Suite 4 and Point Products (Mac OS) (TechNote kb405509)

Keywords: kb405655

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