Solved CS5 Won't Install on Windows 7. Adobe or Windows Problem?

[lambojack]

For the past three days, I have been trying unsuccessfully to install an upgrade of Photoshop from CS4 to CS5. I keep getting to the 28% point right after the DVD installs the Photoshop Help files and begins to install CS5.1. At that point, everything stops and I get a message "There were problems with your Installation, exit code 6." I have tried running all the "fixes" proposed on the Adobe web sites and no luck.
This includes running Windows in Modified Mode (no Services and now Startup files), repairing the Microsoft Installer, logging on as a new user (Administrator), copying the install files from the DVD to the C: drive and running install from there, uninstalling reinstalling Adobe AIR, etc. All with no luck. I spent hours dealing with the Adobe live chat tech assist (a total waste of time) and finally, more hours on the phone with several people who tried to walk me through the same steps I had already performed. I had a big problem understanding the tech people. Right now, I don't know if it is an Adobe issue or a Windows issue. Has anybody else experienced this issue? Any ideas? I am at the point where I am ready to return the software for a refund and forget the whole thing.

Thanks,

Jack

 

[logicearth]

I usually just reinstall windows to a clean slate and install the suite as the first thing I do. Sadly it is the best way I found to deal with the **** adobe installer.

 

[fseal]

Well Photoshop CS5 installs and works fine (upgrade too) on Win7 normally no problems.

If we pretend that your disk may be damaged in one spot. you can try DLing the installer from adobe (the trial version) and install that. Then apply your CS5 key that went with the disk.

 

[Julian Strange]

CS5.1 isn't an update to CS4, it's a different beast. Before going down logicearth's very sensible, and probably the best way to really do it is to try the Adobe CS* Clean up tool.
Do a google, The one I found removes CS$ and CS5 stuff. Hopefully that'll give you a clean slate to install on.

 

[lambojack]

Hi Julian,

I looked at that tool (I downloaded it to my computer) but it appears in the Readme file that the cleaner will uninstall all the previous version of Photoshop in the process. So if CS5 then fails to install, I have no backup. Is that not the case?
The idea of doing a clean install by wiping my hard drive is definitely not an option. I have too many type of software on there and it would take about a week to get the system back up an running. I do have backup in the form of a terabyte external drive though.

Thanks for the response,

Jack

 

[PaulSoebekti]

Hello Jack: is restoring to a time before the problematic attempt(s) an option?
I'm trying to arrive at a safe starting point (to keep CS4 in working state) - research why it won't upgrade (and research what "exit code 6" really meant ...)

Paul

 

[seavixen32]

This link suggests you may need to repair the Windows Installer.

Install error "Exit Code: 6" or "Exit Code: 7" | Creative Suite 5, CS5.5

 

[lambojack]

Hi Paul (and Seavixen),

I spent over two hours this afternoon on a live chat with an Adobe technical representative going though every conceivable troubleshooting step related to this problem. I already repaired the Windows installer (twice) and tried every other step on the Adobe help pages on the website. I always try the steps recommended on a product web site before I call or chat with the customer service folks. Anyway, following today's exercise in futility, the representative decided to "escalate" my case to a higher technical level. One of the techs looked at my install logs and believes the problem is related to my .NET Framework files, but he got "unplugged" before we were able to pursue the issue. So maybe it is a Windows 7 issue after all. I will continue to post as this unfolds.

Thanks for all the replies,

Jack

 

[seavixen32]

You're very welcome, Jack.

I do hope Adobe can get to the bottom of this. Their software is not cheap and it just seems crazy you're having these problems.

Probably a stupid question, but is there any way you can do a clean install instead of an upgrade?

 

[lambojack]

Hi again,

A clean install would require that I purchase an entire new suite which (I think) costs over $700.00 right now. I have been using Adobe Photoshop for many years and have had no problem in the past using the much less expensive upgrades. I will perservere on this one if only for the fact that I am pretty stubborn

Cheers,

Jack

 

[PaulSoebekti]

'I am pretty stubborn '

Good for you! Hope Adobe can help.

Paul

 

[Zepher]

The upgrades are Clean installs, they just check to make sure that there is a valid version installed prior to installing.
If he does get it to install correctly, he'll have a CS4 and CS5.1 folder and both versions will still function.

 

[lambojack]

Hi Zephyr,

That is the way it is supposed to work. Besides, being an upgrade, the first thing the install does is validate the serial number of the previous version. All my software is legal, so that has never been an issue.

Thanks,

Jack

 

[lambojack]

Just an update on the CS5 Install problem. After a week of frustration dealing with the Adobe customer support system, I finally gave it up and returned the software to Amazon for a refund. I posted a note on Amazon outlining all the absurdities I was subjected to during the "help" process. Then I received an e-mail from an Adobe manager named Jeff Tranberry. He agreed that I had been though a totally unsatisfactory process in trying to get the Photoshop software installed and offerred a free CS5 package and a promise to hook me up with an experienced tech rep to get the software installed properly. A very classy act which reaffirms my faith in Adobe. I did receive one final note from the live chat rep I had been dealing with (a week later!). He thinks the problem is a Windows 7 issue related to .NET Framework files and recommended a hotfix. Here is the hotfix he specified:

Article ID: 946927 - Last Review: October 8, 2011 - Revision: 2.0
FIX: An installation may fail with error 1935 when an .msi file tries to install many policy files on a computer that has the .NET Framework 2.0 installed

I just received the new software in this morning's mail and I am tempted to try this but I can't figure out how to acquire this hotfix. Any suggestions???

Thanks,

Jack

 

[fseal]

Just an update on the CS5 Install problem. After a week of frustration dealing with the Adobe customer support system, I finally gave it up and returned the software to Amazon for a refund. I posted a note on Amazon outlining all the absurdities I was subjected to during the "help" process. Then I received an e-mail from an Adobe manager named Jeff Tranberry. He agreed that I had been though a totally unsatisfactory process in trying to get the Photoshop software installed and offerred a free CS5 package and a promise to hook me up with an experienced tech rep to get the software installed properly. A very classy act which reaffirms my faith in Adobe. I did receive one final note from the live chat rep I had been dealing with (a week later!). He thinks the problem is a Windows 7 issue related to .NET Framework files and recommended a hotfix. Here is the hotfix he specified:

Article ID: 946927 - Last Review: October 8, 2011 - Revision: 2.0
FIX: An installation may fail with error 1935 when an .msi file tries to install many policy files on a computer that has the .NET Framework 2.0 installed

I just received the new software in this morning's mail and I am tempted to try this but I can't figure out how to acquire this hotfix. Any suggestions???

Thanks,

Jack

FIX: An installation may fail with error 1935 when an .msi file tries to install many policy files on a computer that has the .NET Framework 2.0 installed



Basically, for any MS hotfix just google the number (Usually has "KB" in front of it, but just the number works too. Or remember the above URL format.

 

[lambojack]

Hi fseal,

I used the KB number and it led to FIX: An installation may fail with error 1935 when an .msi file tries to install many policy files on a computer that has the .NET Framework 2.0 installed. But now it looks like I will have to pay $39.00 to Microsoft to gain access to the hotfix. Somehow, that doesn't seem right.

Jack

 

[fseal]

Hi fseal,

I used the KB number and it led to FIX: An installation may fail with error 1935 when an .msi file tries to install many policy files on a computer that has the .NET Framework 2.0 installed. But now it looks like I will have to pay $39.00 to Microsoft to gain access to the hotfix. Somehow, that doesn't seem right.

Jack

I have never seen a hotfix that required you to contact MS and pay for it before!!!

?!? I dunno what's up with that. in EVERY case I've seen you just DL and install it.

Although looking at the hotfix again it's old and not for Windows 7 anyway so it's likely that that is not really the problem or the solution though...

 

[fseal]

It's entirely possible that with a computer full of software already that something has already damaged a random part of your system (Installed Vista or even XP drivers or DLLs etc).

So a clean install of 7 may be the only real solution (I know it was suggested and rejected before).

I can't remember what the setup screen looks like, can you maybe skip installing the help files? The rest of it may install fine.

 

[lambojack]

Hi Fseal,

I am supposed to be contacted this afternoon by a senior Adobe tech guru. Hopefully, he can pin down the problem. The idea of a re-install of Windows 7 is just not an option. I have a lot of software on my PC that I use as part of my consultancy and I would be down for a good week just bringing everything back on line. Besides, re-installs always involve having to convince the software makers that I am indeed a legal owner of the software and it is a reinstall caused by a problem. I have run into these issues in the past when I had to replace a hard drive and use my Image software to create a replacement. No fun.

I will post again when this is finally (hopefully) solved.

Jack

 

[fseal]

Oh, "hey" from San Diego