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Participant
December 3, 2013
Answered

Photoshop CC Installation Failed

  • December 3, 2013
  • 2 replies
  • 1051 views

The installation failed and i got this summary

Exit Code: 7

Please see specific errors below for troubleshooting. For example,  ERROR:

-------------------------------------- Summary --------------------------------------

- 0 fatal error(s), 2 error(s)

ERROR: 12/03/13 12:34:50:178 | [INFO] |  | OOBE | DE |  |  |  | 7148 | ---------- CustomHook_Helperx64 ---- Start ----------

12/03/13 12:34:50:180 | [ERROR] |  | OOBE | DE |  |  |  | 7148 | Cannot load function name 'CSInstallerCustomHookProc' from library C:\Program Files (x86)\Common Files\Adobe\Installers\uninstall\{5F816B76-62F3-41C9-B651-27F49F25F50B}.data. Error 0

ERROR: System check returned with error : -4

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    2 replies

    Participating Frequently
    December 23, 2013

    Hope this will help others save the amount of time troubleshooting this error that I spent.  I would a similar error to the one below when installing Adobe InCopy CC, Adobe InDesign CC, Adobe Photoshop CC, Adobe Prelude CC and Adobe Premiere Pro CC on a Windows 8.1 Pro laptop.  Other installations of Adobe Acrobat XI Pro, Adobe Affect Effects CC, Adobe Audition CC, Adobe Bridge CC, Adobe Illustrator CC, Adobe Lightroom 5 and Adobe SpeedGrade CC installed without error.  I ran through this testing with a new, clean build of the operating system to help isolate the issue.

    12/23/13 16:33:04:372 | [INFO] |  | OOBE | DE |  |  |  | 912 | 12/23/13 16:33:03:368 | [ERROR] |  | OOBE | DE |  |  |  | 6316 | Cannot load function name 'CSInstallerCustomHookProc' from library C:\Program Files (x86)\Common Files\Adobe\Installers\uninstall\{5F816B76-62F3-41C9-B651-27F49F25F50B}.data. Error 0

    I ran a minimal load of the operating system by stopping all non-Microsoft services by running MSCONFIG.EXE and disabling them and disabling all Startup items in Task Manager, Startup tab.  After rebooting the laptop I was then able to successfully install Adobe Photoshop CC and Adobe Premiere Pro CC.  However, Adobe InCopy CC, Adobe InDesign CC, and Adobe Prelude CC still failed.  I needed to boot into Safe Mode and disable the BitDefender Virus Shield and BitDefender Desktop Update Service and then reboot into Normal mode (the services were still disabled). I continued and completed the installations of Adobe InCopy CC, Adobe InDesign CC, and Adobe Prelude CC.

    It appears that BitDefender was flagging the process to load that function as a trojan horse virus and stopping the installation. 

    kglad
    Community Expert
    kgladCommunity ExpertCorrect answer
    Community Expert
    December 3, 2013