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.

Use Adobe Support Advisor to inspect install logs automatically

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.

Analyze the Main Installation Log manually

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.

1. Analyze the log Summary

The PRE/PSE installer reports most of the errors in the Summary section of your installation log file.

  1. 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.

  2. Use a decompression utility such as Winzip (Windows) or StuffIt (Mac) to uncompress the .gz file. Once uncompressed, you have a new file without the .gz extension. The filename could now be something like "Elements STI Installer 1.0 01-12-2011.log."

  3. Open the .log file using WordPad (Windows) or TextEdit (Mac OS).

    Note: By default, .log files open in Console on Mac OS. Select all of the text by pressing Command+A, and then copy and paste it into a text editor before continuing.

  4. 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
  5. 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.

2. Analyze MSI errors (Windows only)

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).

  1. Search the MIL for "Return value 3."

  2. Search the Adobe Knowledgebase for any errors found. Omit any file or registry paths from the search.

  3. Repeat the search until you have reached the end of the log file.

3. Analyze advanced failures

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] =*=*=*=*=*=*=*=*=*=*

  1. Scroll to the Summary section of the MIL.

  2. Scroll up to check the end of each component installation log for a "Setting status" that is not 0 (zero). For example:

    *=*=*=*=*=*=*=*=* Operation complete. Setting status: 7 =*=*=*=*=*=*=*=*=*=*

  3. Once you have identified the component installation that failed, scroll to the top of that component's log and read each line to check for errors.

  4. 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.

4. Analyzing the supplemental log (Windows only)

Depending on which of the Elements products you are installing, you can have an additional installation log to check for error codes.

  1. Navigate to the Temp folder: 

    • Windows XP: C:\Documents and Settings\[User Name]\Local Settings\Temp\
    • Windows Vista or 7: C:\Users\[User Name]\Local\Temp\

    Note: You can also get to this folder by going to Start > Run and type in "%temp%" (without quotes), then clicking OK.

  2. Find one of the following files:

    • PRE[Version Number]Installer.log
    • PSE[Version Number]Installer.log
    • Elements[Version Number]Organizer.log
  3. Open the .log file in WordPad.

  4. Search for "error" or "fatal."

  5. Search the Adobe knowledgebase for a TechNote that provides a solution to each error message. Omit paths and machine-specific information from search strings. 

Analyze the PDapp log

If you are troubleshooting install errors for PRE/PSE and the error occurred before you clicked Install, analyze the PDapp.log file.

  1. 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/
       
  2. 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.
     

  3. 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\

Type Error Message Solution
FATAL End Adobe Setup. Exit Code: -5 Replace the setup.xml file
FATAL Failed to create backup folder [File path] Replace the setup.xml file

Replace the setup.xml file

  1. Copy the Adobe Photoshop Elements or Adobe Premiere Elements folder from the disc to the desktop.

    NOTE: If you have downloaded Elements, skip this step.

  2. Open the Photoshop Elements or Adobe Premiere Elements folder on the desktop.

  3. Download the following file:

    Download

  4. Copy setup.xml to the following folders, replacing the existing file:

    ..\[Elements installation folder]\SupportFiles\packages\

    ..\[Elements installation folder]\ElementsOrganizer\SupportFiles\packages\

    ..\[Elements installation folder]\ElementsSTIInstaller\packages\

  5. Double-click the Setup.exe file in the root installation folder, and follow the onscreen instructions.

Still need help?

If there are no TechNotes in the knowledgebase for your errors, contact Adobe support.

You can also visit the Adobe product forums.

This work is licensed under a Creative Commons Attribution-Noncommercial-Share Alike 3.0 Unported License  Twitter™ and Facebook posts are not covered under the terms of Creative Commons.

Legal Notices   |   Online Privacy Policy