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grahamp57
grahamp57
Known Participant
November 25, 2018
Question

Install Elements 2019 on MacOS Mojave fails

  • November 25, 2018
  • 2 replies
  • 1888 views

I've just tried to install (from DVD) Elements 2019 onto my Mac running Mojave and it fails to install (Error 1).

The recommendation is to download the latest version from the Adobe website (done) & it still fails to install (same error message).

I've tried turning off the Firewall but it made no difference.

Unimpressed!

If there is a solution (short of returning it to Am....n for a refund), I would be grateful for suggestions.

Graham

This topic has been closed for replies.

2 replies

B
bhumikau28642346
Participant
December 21, 2018

Hello,

Sorry for the inconvenience. We are looking into this issue actively. Some logs were not their in the last attachment you send us.

It would be very helpful in our investigation if you can share the logs present at "/Library/Logs/Adobe/" on Mac and on Windows "C:\Program Files (x86)\Common Files\Adobe\Installers".

VipinGupta
Adobe Employee
VipinGupta
Adobe Employee
November 26, 2018

Could you please share the below details:

1) Screenshot of the error message that you get when you install from DVD, and from the setup installed from Adobe.com

2) Your system RAM details

Thanks

Vipin

grahamp57
grahamp57Author
Known Participant
November 26, 2018

Hi Vipin,

details below:

This is pretty much identical whichever media source is used for the install - the background image may be slightly different but the message is the same.

Regards,

Graham

VipinGupta
Adobe Employee
VipinGupta
Adobe Employee
November 26, 2018

Thanks for sharing the details Graham,

Could you please use the Log Collector Tool  and collect logs.

Please see the install.log file inside the logs folder, if you could see any errros logged at the end of the file.

In case if you are not able to see any errros, will share the details of a dropbox in private message, where you can share the logs.

Thanks

Vipin

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