Troubleshoot and fix installation errors

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Premiere Elements User Guide

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Applies to: Premiere Elements 13

某些 Creative Cloud 应用程序、服务和功能在中国不可用。

Important: If you already have an exit code, proceed to Step 3.

Photoshop Elements 13 Installation Failed Screen
Installation Failed screen — Click error summary

An HTML page opens in your default web browser. This page contains information related to the error.

Step 2: Note the exit code or error code

On the HTML page, find the exit code, error code, and error text. This information can help you determine the cause of the error.

Photoshop Elements 13 Error Summary in the Browser
Error summary in a browser

Check installation log file (if the error summary file is not available)

If the "summary.htm" file does not open in your browser, you can check the installation error code or exit code in the installation log file.  

  1. Do the following:

    • On Windows, go to C:\Program Files(x86)\Common Files\Adobe\Installers\
    • On Mac OS, go to //Library/Logs/Adobe/Installers/ 

  2. Do one of the following:

    • Search for "install.log" file. 
    • If you don't find the "install.log" file, search for the file that includes the product name and installation date, followed by ".log.gz". For example, "Adobe Photoshop Elements 15 15.0 01-12-2017.log.gz". 

    Note:

    The extension .gz indicates a compressed file format.

    Open the compressed file and extract the log file. An example of the log file is "Adobe Photoshop Elements 15 15.0 01-12-2017.log".

  3. Open the log file in a text editor and go to the end of the file.

  4. To find the exit code, search for "Exit Code:" in the log file.

    The value after "Exit Code:" is the exit code you are looking for.

  5. Proceed to Step 3.

Step 3: Select an exit code

Do one of the following:

  • Exit code: 6 or 7 

Operating system or hardware constraints can cause errors 6 and 7.

To diagnose and fix the problem, see Installation errors | Exit Code: 6 and 7 suberrors.

  • Exit code: 15

For solutions, see Installation errors | Exit code: 15.

  • Exit code: 30 or 31

For solutions, see Exit code 30 and exit code 31 "low disk space" errors.

Photoshop Elements users: Still need help? Contact us.

Premiere Elements users: Still need help? Contact us.