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betterthangreens
Participating Frequently
February 4, 2016
Answered

Getting an ERROR message when trying to INSTALL, can someone please take over my computer and help me install?

  • February 4, 2016
  • 2 replies
  • 361 views

Getting an ERROR message when trying to INSTALL, can someone please take over my computer and help me install?  I am on a MAC  Version 10.13.3.  Thanks for the help!

    This topic has been closed for replies.
    Correct answer kglad

    for that you'll need to contact adobe support during pst business hours by clicking here and, when available, click 'still need help', https://helpx.adobe.com/contact.html

    but they may refer you back here for help and no one here will (or should) take over your computer.  if they do or someone offers to contact you via skype, you're about to be defrauded.

    2 replies

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    betterthangreensAuthor
    Participating Frequently
    February 4, 2016

    The ERROR message says, "We've encountered the following issues - Installer failed to initialize. Please download Adobe Support Advisor to detect the problem."  And it give me a link, but when I go to the link, it says that is no longer available.

    kglad
    Community Expert
    kgladCommunity ExpertCorrect answer
    Community Expert
    February 4, 2016

    for that you'll need to contact adobe support during pst business hours by clicking here and, when available, click 'still need help', https://helpx.adobe.com/contact.html

    but they may refer you back here for help and no one here will (or should) take over your computer.  if they do or someone offers to contact you via skype, you're about to be defrauded.

    B
    betterthangreensAuthor
    Participating Frequently
    February 4, 2016

    Yesterday someone from CHAT here on ADOBE helped me to get it downloaded...I just need a little more help to get it installed...

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    February 4, 2016

    start at the top and work your way down applying applicable fixes until your problem is resolved.

    if cc (win):  https://helpx.adobe.com/creative-cloud/kb/creative-cloud-desktop-application-failed.html

    if, your error is:

    "Installer failed to initialize. File not found." or "Installer failed to initialize. This could be due to missing files."

    first, rename OOBE Folder to OOBE.old.

    to find OOBE:

    64 bit win OS: Program Files x86\Common Files\Adobe\OOBE

    32 bit win OS: Program Files \Common Files\Adobe\OOBE

    mac os: HD>library>application support>adobe>caps

    mac os: USER>library>application support>adobe>OOB

    if that fails or isn't the exact error you see, uninstall, clean (http://www.adobe.com/support/contact/cscleanertool.html) and reinstall.

    if you're using a dvd to install:

    copy the disc contents to a desktop directory and install from that directory.

    if you're using a mac:

    1. Try to Create a new user account in Mac with Administrator Priviledges.

    2. Login to the New user, Navigate to Mac HD> Application> Utilities> Adobe Installer folder, Locate products like Adobe Reader, Adobe Flash, Adobe Air and un-install them

    3. Navigate to User Library> Application Support> Adobe and move Adobe to Trash.

    4. Navigate to Mac HD> Library> Application Support> Adobe and move Adobe to Trash.

    5. Start the installation again.

    if everything applicable above fails, check your installation logs:

    http://helpx.adobe.com/photoshop-elements/kb/troubleshoot-install-using-logs-elements.html

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