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mikeh_es
Participating Frequently
May 7, 2012
Answered

Can't install CS6 properly

  • May 7, 2012
  • 5 replies
  • 22588 views

I downloaded the Master Collection trial.  I then uninstalled the previous version.  The Application Manager would not run at first. I had to restart my computer and then run it to get the uninstall to work.

and tried installing this new one and it won't install. It just hangs on "Preparing for Install..." Finder shows it's not responding so I force quit. When I try running the installer again nothing happens. I restart the computer and try installing again and get the same thing.

I finally just let it sit on the "Preparing for Install" screen and it appears to actually be installing. I noticed the applications start appearing in the Applications folder.  I waited as long as I felt was necessary for a proper install (about 30 minutes) and force quit the installer. The apps all report damaged installations when I run them. The Adobe Application Manager also will not run. It says it's damaged and gives a link to install the manager again, which doesn't seem to fix anything.

So now I can't uninstall the damaged installation to try reinstalling again.

I'm using an early 2011 MacBook Pro 17" i7 with OS X 10.7.3.  Everything else with my computer works perfectly.

    This topic has been closed for replies.
    Correct answer Jeffrey_A_Wright

    Just to let you guys know that I am having the same problem. I am using Lion 10.7.3 on an early 2011 MacBookPro

    I have to force restart my computer everytime I run the installer, will try the shift reboot approach but I do think it is related to the installer as I downloaded it twice and I get the same results over and over.


    We have documentation on this error code now.  You can find more information at Exit code 15 installing | CCM, CS6 - http://helpx.adobe.com/creative-suite/kb/exit-code-15-installing-ccm.html.

    5 replies

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    devfrombeyond
    Participant
    May 11, 2012

    I am also having a problem installing Photoshop CS6. I have the same computer as mikeh_es, an early 2011 Macbook Pro 17" i7 with OSX 10.7.3. I had installed the Photoshop CS5.5 trial a while back and then uninstalled it. The Adobe Application Manager seems to download entirely, but then fails at installation. The error is "The download appears corrupted. Press Cancel, wait a few minutes and try again. (-60)" I have retried about 5 times thinking it was due to a server issue, but I have had no luck.

    D
    devfrombeyond
    Participant
    May 11, 2012

    I just checked the DLM_Native.log in the OSX console and found a bunch of errors like the following

    [ERROR] | E09E5FF1-8F30-4791-A1D9-0DC7A59434FF |  |  |  |  |  | Checksum validation failed for segment 510

    It appears there may actually be some kind of file corruption with the installer. I have over 60GB of free space on the hard drive so that should not be an issue. Perhaps there is a corrupted download file on one of Adobe's servers so it only affects certain people. I am located in Minnesota. Anyone else in the area having an issue?

    mfiorentino
    mfiorentino
    Participating Frequently
    May 10, 2012

    I suspect a font cache problem. Try activating only the system fonts, then clear all font caches (I use FontExplorer Pro to do this but any other means can be used). Clear your install session via the Adobe Creative Suite Cleaner Tool and try again. Cheers.

    B
    bryanrowland
    Known Participant
    May 7, 2012

    I am experiencing the same problem with CS6 Production Premium as well. I am going to use the direct download link and try again.  I tried using the adobe cleanup program with no success. I tried this on my 2 systems (desktop and laptop) and had the exact same issues. Frustrating.

    M
    mikeh_esAuthor
    Participating Frequently
    May 7, 2012

    I found a folder in Utilities called "Adobe Application Manager" which contained various folders including "core" which contained an app called "RemoveAAM", among Adobe Application Manager.  The "Adobe Application Manager" appears to be the updating app for the suite, yet in the "Adobe Installers" folder in Utilities there's the "Adobe CS6 Master Collection" alias which links to another Adobe Application Manager app (named with random characters) that is an uninstaller for the suite.  Not sure why there's so many different apps that show as "Adobe Application Manager" when they are run.

    Anyways, I ran the RemoveAAM and it ran in Terminal and seemed to work.  I then Ran the Adobe CS6 Master Collection alias and tried to uninstall.  I kept getting a uninstallation cancelled error.  I restarted and then ran it again.  This time it appears to have uninstalled.  I'm going to wait until I get a response about this from Adobe so I don't get stuck again.

    M
    mikeh_esAuthor
    Participating Frequently
    May 7, 2012

    I just tried running the installer again without uninstalling first.  The progress bar on the "Preparing for Install" screen starting moving this time, but I quickly got an installation error.

    Your installation encounted errors.

    Inconsistency in the installer database.  Please restart your computer and install again. The error summary file may help you identify the issue.

    Here's what's in that file:

    Exit Code: 15

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

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

    ERROR: ASU has quit unexpectedly.

    ERROR: Media DB Error : 18

    -------------------------------------------------------------------------------------

    Vikrant R
    Vikrant R
    Inspiring
    May 7, 2012

    Another user has posted the following solution:

    Here is how to solve that problem on Mac Lion

    1) ShutDown you Mac

    2) Boot the Mac while holding down the shift key untill the Login Window appears

    3) Login and open the CS6 Disk Image

    4) Copy the contents of the disk image (Blue PS Icon) to the desktop

    5) Launch the installer from the desktop NOT the Disk Image

    6) In my case it installed just fine....

    7) Reboot the Mac so that the without the Shift key to re-enable the system extensions

    Let us know if this helps.

    M
    mikeh_esAuthor
    Participating Frequently
    May 7, 2012

    Mikeh_es and Bryanrowland I am curious did either of you install the beta for Photoshop CS6 or participate in the pre-release program for Creative Suite 6?


    There was a link to download CS6 Master Collection trial last week that I found on another forum.  I didn't find out it wasn't the official version until after I had installed it.  Adobe shouldn't put things like that on their servers if they shouldn't be downloaded and installed.  Anyway, I uninstalled it before trying to install the official trial.  Is there any instructions to manually uninstall that?  I'm concerned there's some files the uninstaller didn't remove that's causing the problem.

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