Issue

When you extract Adobe Creative Suite 4 or a CS4 point products using the downloaded executable, you receive the following error message:

"A problem occurred while extracting the archive. Please try downloading the Adobe CS4 Design Premium [or your specific product] again."

Solutions

Solution 1: Temporarily disable any Antivirus software.

Antivirus programs can prevent other applications from accessing files while they are being scanned for viruses. Attempting to run the executable file while this process occurs can generate this error message. Temporarily disabling antivirus software can allow the executable file to extract the contents of the 7z file.

  1. Close the error message.
  2. Disable the antivirus program.
  3. Double-click the downloaded executable again.

Solution 2: Use a cable Internet connection and redownload the ESD files for Adobe Creative Suite 4 or CS4 point product.

Note: Also try using a different browser.

A wireless Internet connection can cause the 7z file to not download fully or to become corrupted during the download process.

  1. Close the error message.
  2. Connect to the Internet using a cable (preferably a high-speed connection).
  3. Use a different browser. If you used Internet Explorer for your previous download, use Mozilla Firefox for the new download.
  4. Go to the Adobe website.
  5. Choose the region from the top of the web page.
  6. Click Your Account at the top of the Adobe home page.
    • If necessary, enter the Adobe ID and password.
  7. Click View Order History.
    • If the order number starts with PON, then click Purchased In Another Store near the top of the page.
    • If necessary, enter the Adobe ID and password.
  8. Click the link for your order number.
  9. Click your download link located under your Adobe Creative Suite 4 or CS4 point product.
  10. Double-click the downloaded executable again.

Solution 3: Download Adobe Creative Suite 4 or CS4 product to another machine.

A program on the current computer can prevent Adobe Creative Suite 4 or a CS4 point product from downloading correctly. Downloading the product to another computer and then transferring it to the original computer can prevent this issue.

  1. Close the error message.
  2. Download the Adobe Creative Suite 4 or CS4 point product on another computer.
    1. Go to the Adobe website.
    2. Choose the region from the top of the web page.
    3. Click Your Account at the top of the Adobe home page.
      • If necessary, enter the Adobe ID and password.
    4. Click View Order History.
      • If the order number starts with PON, then click Purchased In Another Store near the top of the page.
      • If necessary, enter the Adobe ID and password.
    5. Click the link for your order number.
    6. Click your download link located under your Adobe Creative Suite 4 or Point Product.
  3. Copy the executable and 7z file back to the original computer.
  4. Doubl- click the downloaded executable again.

Solution 4: Contact Adobe Customer Service to obtain physical media.

If you can't complete the download after multiple attempts using a cable connection to the Internet, request physical media by calling 1-800-642-3623.

For residents outside North America, visit the Adobe Support website for Customer Service contact information.

 Additional information

The Adobe Creative Suite 4 or CS4 point product downloadable installer consists of two components. First, there is an executable file (.exe) that extracts the contents of the installation. Then, there is a 7z file, which is an archive file that contains the product installation files. The downloadable installer is also called an electronic software download (ESD.) The error message occurs when the 7z file has not downloaded completely, the file is in use, or the contents are corrupted.

 There are two main reasons why an extraction is unsuccessful:

  1. The download itself did not complete successfully.
  2. The download was successful, but a conflict on the local machine prevents successful extraction.

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