Important: This document helps you fix Photoshop Elements installation issues with specific exit codes 6 or 7. If you are unsure of the exit/error code generated when installation failed, first see Fixing Photoshop Elements Installation errors.

Error code

If you do not have an error code, check No error code below.

No error code

An exit code 6 or 7 error occurs when you install Elements

Exit codes 6 and 7 indicate that the installation was interrupted or has finished with errors. Try these solutions to resolve an exit code 6 or 7 error.

Solution 1: Restart your computer in a minimized state

  1. Restart your computer following the instructions in one of these documents:

  2. Restart the installation process.

Solution 2: Uninstall Adobe AIR and then reinstall AIR and Adobe Help

  1. Uninstall Adobe AIR:

    • Windows 8.1, 8, 7: Choose Start > Control Panel, double-click Programs And Features, and select Adobe AIR. Click Uninstall.
    • Mac OS: Drag the AIR application to the Trash.
  2. Navigate to the AdobeHelp payloads folder. For example:

    • Windows: C:\Photoshop Elements\13\Payloads\AdobeHelp
    • Mac OS: /Volumes/Adobe Photoshop Elements/13/Payloads/AdobeHelp
  3. Double-click AIRInstallerRunner.exe (Windows) or Adobe AIR Installer.app (Mac OS).
  4. Follow the onscreen instructions.
  5. Return to the Payloads folder.

  6. Double-click the file AdobeHelp.air.
  7. Follow the onscreen instructions.

DW046

Error DW046 is caused when a conflicting process interrupts the installation process.

  1. Use the error text to identify which process interfered with the installation process.
  2. Terminate the cause of the error.
  3. Restart the installation process.

DW023

Error DW023 is caused when the installation files are corrupt. Download the installation files again and retry installing the software.

DW028

The Adobe Creative Cloud (CC) Cleaner Tool helps resolve installation problems for several Adobe products, including Photoshop Elements and Adobe Premiere Elements. The tool removes installation records for prerelease installations of products and does not affect installations of previous versions of a product.

Follow these steps to use the Creative Cloud Cleaner Tool.

1. Back up files in Adobe product directories

Back up files

Back up all files stored in Adobe product directories, including custom plug-ins or profiles that you have installed.

2. Uninstall Photoshop Elements or Premiere Elements

Windows

  1. On Windows 8.1/8/7, choose Start > Control Panel > Programs > Programs and Features.

  2. Select the product that you want to remove, and click Remove or Uninstall.

    Programs and Features window - Click Uninstall
  3. Follow the onscreen instructions to complete the uninstallation.

  4. Restart your computer.

Mac OS

  1. In the Finder, navigate to Applications/Utilities/Adobe Installers.

    Finder - double-click uninstaller
  2. Double-click the uninstaller of the product you want to remove.

  3. Follow the onscreen instructions to complete the uninstallation.

  4. Restart your computer.

3. Run the Adobe CC Cleaner Tool  

Windows

  1. Download the Adobe Creative Cloud Cleaner Tool for Windows.

    Download

  2. Use Windows or a zip utility, such as WinZip, to extract the AdobeCreativeCloudCleanerTool.zip file.

    Extract zip file
  3. Double-click the Adobe_Creative_Cloud_Cleaner_Tool folder, and then double-click the Win folder.

  4. Right-click AdobeCreativecloudCleanerTool.exe and choose Run As Administrator.

    Note:

    If Run As Administrator is not available when you right-click, double-click AdobeCreativeCloudCleanerTool.exe to run it.

    Choose Run as administrator
  5. Follow the onscreen instructions:

    1. Choose your language: Type E for English or J for Japanese, and then press Enter.
    2. Review the Adobe End-User License Agreement: Type Y to accept or N to decline (if you decline, the script stops). Press Enter.
    3. Select the product you want to remove: Type the number that corresponds to the product name, and then press Enter.
    4. Type Y to confirm that you want to remove the product, and then press Enter.
  6. When you see the message "Adobe Creative Cloud Cleaner Tool completed successfully," press Enter and restart your computer.

Mac OS

  1. Download the Adobe Creative Cloud Cleaner Tool for Macintosh.

    Download

  2. Double-click AdobeCreativeCloudCleanerTool.zip to extract the AdobeCreativeCloudCleanerTool.dmg.

  3. Double-click the AdobeCreativeCloudCleanerTool.dmg file.

    Double-click the .dmg file
  4. You are shown a message prompting you to confirm whether you want to open the file. Click Open.  

    file-open-warning-message
  5. As Adobe Creative Cloud Cleaner Tool require permissions to make changes on your computer, you are prompted to enter the user name and password.

    Enter the user name and password of a user account with administrative privileges.  

    user-authentication
  6. On the License Agreement screen, choose your preferred language, read the license agreement, and click Accept

    license_agreement

    Note:

    The End-User License Agreement is displayed in English or Japanese depending on the language setting of the Root user account.

  7. On the Adobe Creative Cloud Cleaner Tool window, select the version of the product you want to remove from the menu in the upper-right corner of the script window.

    choose-cc-product
  8. Select the product you want to clean up from the table, and then click Cleanup Selected. (Click Clean All to clean up all installer-related files for the version of the CC or CS product you chose in Step 7.)

  9. When you see the message "Adobe Creative Cloud Cleaner Tool completed successfully," click Quit and restart your computer.

4. Verify that the Adobe CC Cleaner Tool completed successfully

Windows

  1. In a text editor, such as WordPad, open Adobe Creative Cloud Cleaner Tool.log. The location of this file depends on your operating system:

    • Windows Vista or 7: C:\Users\[user name]
    • Windows XP: C:\Documents and Settings\[user name]
  2. Review the log file entries. If any of the entries indicate failure, contact us.

Mac OS

  1. In a text editor, such as TextEdit, open /Users/[user name]/Adobe Creative Cloud Cleaner Tool.log.

  2. Review the log file entries. If any of the entries indicate failure, contact us.

5. Install your application

Install your application

Once you've successfully run the Creative Cloud Cleaner Tool, install your product.

DW040

The Adobe Creative Cloud (CC) Cleaner Tool helps resolve installation problems for several Adobe products, including Photoshop Elements and Adobe Premiere Elements. The tool removes installation records for prerelease installations of products and does not affect installations of previous versions of a product.

Follow these steps to use the Creative Cloud Cleaner Tool.

1. Back up files in Adobe product directories

Back up files

Back up all files stored in Adobe product directories, including custom plug-ins or profiles that you have installed.

2. Uninstall Photoshop Elements or Premiere Elements

Windows

  1. On Windows 8.1/8/7, choose Start > Control Panel > Programs > Programs and Features.

  2. Select the product that you want to remove, and click Remove or Uninstall.

    Programs and Features window - Click Uninstall
  3. Follow the onscreen instructions to complete the uninstallation.

  4. Restart your computer.

Mac OS

  1. In the Finder, navigate to Applications/Utilities/Adobe Installers.

    Finder - double-click uninstaller
  2. Double-click the uninstaller of the product you want to remove.

  3. Follow the onscreen instructions to complete the uninstallation.

  4. Restart your computer.

3. Run the Adobe CC Cleaner Tool  

Windows

  1. Download the Adobe Creative Cloud Cleaner Tool for Windows.

    Download

  2. Use Windows or a zip utility, such as WinZip, to extract the AdobeCreativeCloudCleanerTool.zip file.

    Extract zip file
  3. Double-click the Adobe_Creative_Cloud_Cleaner_Tool folder, and then double-click the Win folder.

  4. Right-click AdobeCreativecloudCleanerTool.exe and choose Run As Administrator.

    Note:

    If Run As Administrator is not available when you right-click, double-click AdobeCreativeCloudCleanerTool.exe to run it.

    Choose Run as administrator
  5. Follow the onscreen instructions:

    1. Choose your language: Type E for English or J for Japanese, and then press Enter.
    2. Review the Adobe End-User License Agreement: Type Y to accept or N to decline (if you decline, the script stops). Press Enter.
    3. Select the product you want to remove: Type the number that corresponds to the product name, and then press Enter.
    4. Type Y to confirm that you want to remove the product, and then press Enter.
  6. When you see the message "Adobe Creative Cloud Cleaner Tool completed successfully," press Enter and restart your computer.

Mac OS

  1. Download the Adobe Creative Cloud Cleaner Tool for Macintosh.

    Download

  2. Double-click AdobeCreativeCloudCleanerTool.zip to extract the AdobeCreativeCloudCleanerTool.dmg.

  3. Double-click the AdobeCreativeCloudCleanerTool.dmg file.

    Double-click the .dmg file
  4. You are shown a message prompting you to confirm whether you want to open the file. Click Open.  

    file-open-warning-message
  5. As Adobe Creative Cloud Cleaner Tool require permissions to make changes on your computer, you are prompted to enter the user name and password.

    Enter the user name and password of a user account with administrative privileges.  

    user-authentication
  6. On the License Agreement screen, choose your preferred language, read the license agreement, and click Accept

    license_agreement

    Note:

    The End-User License Agreement is displayed in English or Japanese depending on the language setting of the Root user account.

  7. On the Adobe Creative Cloud Cleaner Tool window, select the version of the product you want to remove from the menu in the upper-right corner of the script window.

    choose-cc-product
  8. Select the product you want to clean up from the table, and then click Cleanup Selected. (Click Clean All to clean up all installer-related files for the version of the CC or CS product you chose in Step 7.)

  9. When you see the message "Adobe Creative Cloud Cleaner Tool completed successfully," click Quit and restart your computer.

4. Verify that the Adobe CC Cleaner Tool completed successfully

Windows

  1. In a text editor, such as WordPad, open Adobe Creative Cloud Cleaner Tool.log. The location of this file depends on your operating system:

    • Windows Vista or 7: C:\Users\[user name]
    • Windows XP: C:\Documents and Settings\[user name]
  2. Review the log file entries. If any of the entries indicate failure, contact us.

Mac OS

  1. In a text editor, such as TextEdit, open /Users/[user name]/Adobe Creative Cloud Cleaner Tool.log.

  2. Review the log file entries. If any of the entries indicate failure, contact us.

5. Install your application

Install your application

Once you've successfully run the Creative Cloud Cleaner Tool, install your product.

Others (error text available)

Exit code 6 or 7 with additional error text

An installation error with exit code 6 or 7 occurs, with error text available in the dialog box. The exit text is similar to one of the following errors:

Installation error text
Compare the error text in your installation dialog box with the strings listed below.

  • Unable to preserve owner and group of <filepath>
  • Unable to set owner and group of <filepath> to <uid> and <gid>
  • Unable to get permissions of <path>
  • Unable to preserve owner and group of <path>
  • Unable to delete directory <path>
  • Unable to set permissions of "<filepath>" to <mode>
  • Unable to restore permissions of "<filepath>" to <mode>
  • Unable to copy file from "<source>" to "<destination>"

Solution 1: Rename Adobe folders in the Applications (Mac OS) or Program Files (Windows) folder

Note: Before attempting this solution, make sure that you have attempted to uninstall the programs you are trying to install.

Often, files left over from previous install attempts are unexpected by the installer, and can lead to read or write file system errors. Check the Applications (Mac OS) or Program Files (Windows) folders for leftover folders from a previous installation or update attempt.

  1. Navigate to:

    • Mac OS: /Applications
    • Windows: C:\Program Files\Adobe\
  2. Look inside for folders that are clearly named for the applications you are trying to install, and rename them. For example, rename Adobe Photoshop CS5 to Adobe Photoshop CS5 old.

  3. Check for the existence of a folder named AdobePatchFiles and rename it.

  4. (Mac OS only) In the Applications folder, rename the folder named Adobe.

  5. Attempt to install your software again.
  6. If your installation is complete, confirm that your other Adobe applications are working as expected, and then you can delete the renamed folders.

Solution 2: Verify file permissions

These errors can indicate a problem with file permissions. To resolve them, verify your file permissions.

The file path in the error messages appears immediately in place of the word <filepath> or <path>. The parent file folder is the folder immediately before the last folder referenced in the error. In the sample error message below, the parent directory is Adobe. Follow the instructions below for the next folder in the path.

Sample error message:

Unable to delete directory C:\Program Files\Common Files\Adobe\Installers...

  1. Close all Adobe applications.
  2. Follow the instructions below for your operating system to modify permissions.

    Note: This solution requires administrative privileges on your computer. Log in with an administrative user account.

Windows 8.1, 8, or 7

  1. Choose Start > Computer > Organize > Folder and Search Options, and then click the View tab.
  2. In the Advanced Settings section, deselect Use Sharing wizard (Recommended) and click OK.
  3. Navigate to the parent folder.
  4. Right-click the next folder, and then choose Properties.
  5. In the Attributes section, deselect Read-Only. Click Apply, and then click OK.

  6. In the Security tab, make sure that Administrators And System is listed and permissions for security are set to Full Control. If not, do the following:

    1. Click Edit.
    2. If the User Account Control (UAC) elevation prompt appears, follow the instructions to accept it.
    3. Change the settings as necessary.
  7. Click Advanced, and in the Owner tab click Edit. Accept the UAC elevation prompt if it appears.
  8. In the Change owner section, click Administrators and select Replace owner on subcontainers and objects. Then click Apply.

  9. In the Permissions tab, click Edit. Accept the UAC elevation prompt if it appears.
  10. Select Replace permission entries on all child objects with entries shown here that apply to child objects.

  11. Click OK and Yes until you've closed the Installers Properties dialog box.
  12. Repeat the process on any additional file paths.
  13. Launch your Adobe application.

Mac OS X

  1. Navigate to the parent folder.
  2. Control-click the folder and choose Get Info.
  3. In the Sharing & Permissions section, click the Details option to show owner and group options.
  4. Click the lock icon in the lower-right corner. Type in your administrator user name and password as prompted.

  5. Give Read & Write permissions to your username, admin, and everyone.
  6. Click the Gear icon and choose Apply To Enclosed Item.
  7. Close the Get Info window.
  8. Repeat the process on the remaining paths.
  9. Launch your Adobe application.

If your exit/error code is not listed here:

If the troubleshooting information does not fix the problem and you cannot install Photoshop Elements or Premiere Elements, contact us.

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