Adobe Premiere Elements (PRE) and Photoshop Elements (PSE) record their actions during the install process in log files. When an installation fails, these log files can be useful in determining the reason why. For silent installations, the log file is the only place where error messages are reported.
Note: To troubleshoot PRE/PSE errors that occurred before you click Install in the installer user interface, see Analyze the PDapp log.
The Adobe Support Advisor is a free, AIR-based application that reads installation log files and provides links to solutions documents. For more information, see Adobe Support Advisor | Install troubleshooting app.
If the Adobe Support Advisor couldn't provide a solution automatically, troubleshoot an installation issue for PRE/PSE by manually analyzing the Main Installation Log (MIL). Analyzing the MIL can consist of the following four steps. Proceed through each until you have located an installation error to troubleshoot.
The PRE/PSE installer reports most of the errors in the Summary section of your installation log file.
Navigate to the log files in one of the following folders:
- Windows 32 bit (XP, Vista, 7): C:\Program Files\Common Files\Adobe\Installers\
- Windows 64 bit (XP, Vista, 7): C:\Program Files(x86)\Common Files\Adobe\Installers\
- Mac OS: //Library/Logs/Adobe/Installers/
The log filename includes the product name and install date, followed with ".log.gz." An example for a log filename is "Elements STI Installer 1.0 01-12-2011.log.gz."
Note: The extension .gz indicates a compressed format.
Scroll to the bottom of the log and look at the Summary section for lines that start with "Error" or "FATAL."
If you find any of the following, see Visual Studio runtimes install fail | CS5, CS5.5 | Windows.
- Error: - Microsoft_VC80_ATL_x86: Install failed
- Error: - Microsoft_VC80_CRT_x86: Install failed
- Error: - Microsoft_VC80_MFC_x86: Install failed
- Error: - Microsoft_VC80_MFCLOC_x86: Install failed
- Error: - Microsoft_VC90_ATL_x86: Install failed
- Error: - Microsoft_VC90_CRT_x86: Install failed
- Error: - Microsoft_VC90_MFC_x86: Install failed
For all other errors, search the Adobe knowledgebase for a documentation that provides a solution. When you search, omit file paths and machine-specific information from search strings. For a list of possible errors that can appear, see Installation and launch errors in Creative Suite 5.
The PRE/PSE installer uses a few Windows installers. These installers can produce error codes that don't appear in the Summary section of the log file.
Note: These steps continue from Solution 1 above, working with the Main Installation Log (MIL).
The PSE/PRE installer creates multiple application components and logs each separately in the Main Installation Log (MIL).
The log for each component installation starts with the following text:
Installer Operation: <Component name> *=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*==*=*
The log for each component installation ends with the following text:
*=*=*=*=*=*=*=*=*=* Operation complete. Setting status: [Status Number] =*=*=*=*=*=*=*=*=*=*
Search the Adobe Knowledgebase for any errors found.
If the component installation that failed is "Search for Help," "Adobe Media Player (AMP)," or "Adobe AIR," see AIR component fails when installing Creative Suite 5 products.
If no error messages are found, determine what the component is trying to install, then search the Adobe Knowledgebase for specific troubleshooting. For example, if the failed component is a font pack, see Troubleshoot font problems | Windows or Troubleshoot fonts | Mac OS X.
Depending on which of the Elements products you are installing, you can have an additional installation log to check for error codes.
If you are troubleshooting install errors for PRE/PSE and the error occurred before you clicked Install, analyze the PDapp.log file.
Navigate to the PDapp.log file in one of the following folders:
Note: Some of the following folders are hidden by default. If necessary, see Show hidden files, folders, filename extensions | Windows XP, Vista, Windows 7.
- Windows XP: C:\Documents and Settings\[User Name]\Local Settings\Temp\
- Windows Vista and Windows 7: C:\Users\[User Name]\AppData\Local\Temp\
- Mac OS: //Users/[User Name]/Library/Logs/
Open PDapp.log in a text editor such as WordPad (Windows) or TextEdit (Mac OS).
PDapp.log records installation attempts sequentially. Each line in the log starts with a date and time stamp, which indicates when the installation was attempted. Each attempt starts with a Build Version number.
Analyze only the most recent attempt. If you can’t determine which build attempt is the most recent, delete PDapp.log and run the installer again.
In the most recent installation attempt, look for lines identified with [Error] or [FATAL]. For example:
5/1/2010 13:49:48.847 [Error] DWA.SystemRequirement SystemRequirements check FAILED for payload - Adobe Premiere Elements PCI wrapper
5/1/2010 13:49:20 [FATAL] PIM - Error could not create PIM Common FolderPath... F:\Program Files (x86)\Common Files\Adobe\OOBE\PDApp\