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cannot install premiere elements 10 on my new macbook pro

Forum|Forum|14 years ago
December 1, 2011
3 replies
13980 views

cannot install premiere elements 10 on my new macbook pro. keep getting exit code 7 half way through installation and disc ejects. running OS X 10.7.2 (lion). have installed acrobat reader, flash player, tried safe start mode...nothing works...HELP!

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Correct answer Kim Isola

Not trying to "dog pile" on this thread, but Adobe aggressively priced the Elements 10 product lines on Black Friday (that's when I bought it) and I would imagine a LOT of people purchased too. So, I believe their support team will be swamped with frustrated customers. I would expect that with this newly-found issue that there should be a warning on Adobe's support Web page as early as today.

I just looked: http://www.adobe.com/support/premiereelements/. Nothing at all. Also, the list of most active support items is with Premiere Elements 7 which is how old?

I've had issues before with Adobe software on Windows (msi temporary folders can't be written to) or where deactivation and concurrent installation limits cause issues, but I never would have thought a date would be the culprit.

I have it installed now. Thank goodness.

On behalf of Adobe, I'm really sorry about this. For anyone else encountering this issue, here is a summary of solutions, direct from the product development team:

Cannot install Premiere Elements 10 on Mac OS

If this does not solve the problem, please do post and let us know.

B

Bill_Padley

Participating Frequently

SUCCESS

So theworkaround is indeed to roll back your computer date to BEFORE Nov 30 2011 (which is when the certificates for smartsound expired!!!)

It appears this was too tricky for your own tech guys to spot, despite having been firmly pointed in the direction of smartsound by the thread here many times...

Thanks to the community we now have a workaround...

as for my faith in Adobe....well thats another matter ....

I would suggest you compensate in some small way , the people who have wasted over a day doing your job for you Adobe...

VERY dissapointed by all this

Bill P

R

Redtoad-Design

Participant

SUCCESS AS WELL

I can confirm that Bill Padley's solution works.

After having the exact same problems as everyone else above. I finally rolled the system date on my Macbook Air with Lion back to 11/27/2011 and attempted to reinstall Premiere elements 10. The program installed without errors, and I was then able to install Photoshop elements 10 without issues.

Once I confirmed that both programs installed and opened with success, I changed the date back to 12/1/2011 and the programs continued to work successfully.

Clearly Adobe screwed up something in the installer, probably associated with the certificates as Bill suggested. Thanks Adobe support for coming up with all the wrong solutions.

Hope this helps everyone else that was as frustrated as I was until I came across Bill's suggestion.

Thanks Bill!!!

B

Bill_Padley

Participating Frequently

Good to hear it worked.. !

i cant take credit for the fix , only for pointing out that it was CLEARLY to do with the smartsound install, and not some black magic as adobe were practically implying LOLOL

thanks to NEWMACNERD for the actual rollback suggestion

we got there in the end, what a shame Adobe could not ! :-)

I pity others less computer literate who are stuck with a useless installer program and when they turn to support are being asked to become installer debuggers!

cheers

BP

B

Bill_Padley

Participating Frequently

Jeff/Adobe

I already TRIED all you suggest AND provided my logs which are above for all to see ...What more do you want?

Please stop Re- suggesting things that those of us who are technically literate have ALREADY told you we tried..that is NOT support .

As for the "personal experience" , your chat support gave up and said it was too complex for them to solve, and sent me to telephone support, which after waiting 30 MINUTES (at my expense) I gave up .

It is already obvious (as I have pointed out ) that it fails installing SMARTSOUND.. try looking there for a clue!

In fact I am going to try what Mac nerd above suggested, as those certificates ARE out of date (please sort this for a start) IF rolling back my computer date gets round that issue, you clearly have a major installer problem , which NONE of your documents or "fixes" even acknowledge..

I expect this kind of bumbling around in the dark from a tiny software company, NOT from a respected GIANT in this industry..

NOT good at all , I feel quite patronised by your responses so far , and let down totally.

I will report back if the date fix works, but why I should even have to try it is beyond me

Thanks

Bill p

Preran

Legend

Use this doc and let us know if it solved your problem.http://kb2.adobe.com/cps/843/cpsid_84332.html (Install error "Exit Code: 6" or "Exit Code: 7" | Creative Suite 5, CS5.5)

B

Bill_Padley

Participating Frequently

exactly the same problem here install fails at 51% while trying to install smartsound ...then quits..

Mac osx 10.7.2 LION

i have tried every step in that document..no joy

here is the log...can someone help as i now have purchased a program i cant get to install...I am a pretty experienced Mac/Pc user , so believe me its nothing obvious!

Exit Code: 7

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

- 0 fatal error(s), 8 error(s), 7 warning(s)

WARNING: DW031: Payload:{3F023875-4A52-4605-9DB6-A88D4A813E8D} Camera Profiles Installer 6.0.0.0 has been updated and has been selected for repair. The patch {FEA75AFB-4905-43BB-B1D5-5B44D681BFE7} Camera Profiles Installer_6.4_AdobeCameraRawProfile6.0All 6.4.0.0 will be uninstalled now.

----------- Payload: {68FE2517-2E45-4B03-8241-D0634F43878B} Smartsound1 1.0.0.0 -----------

ERROR: DW006: Apple Package failed to install successfully.

WARNING: DW036: Payload cannot be installed due to dependent operation failure

ERROR: DW050: The following payload errors were found during install:

ERROR: DW050: - Smartsound3: Install failed

ERROR: DW050: - Photoshop Camera Raw for Elements 10: Install failed

ERROR: DW050: - Smartsound1: Install failed

ERROR: DW050: - Adobe Premiere Elements 10: Failed due to Language Pack installation failure

ERROR: DW050: - Adobe Premiere Elements 10_LangPacken_US: Install failed

ERROR: DW050: - Smartsound2: Install failed

Thanks

Bill P

London

Jeffrey_A_Wright

Legend

acrwil16 <forums@adobe.com> wrote:

acrwil16 created the discussion
"Re: cannot install premiere elements 10 on my new macbook pro"
To view the discussion, visit: http://forums.adobe.com/message/4056869#4056869

Grandma4c we do have a support team which will be able to help you. For the best assistance, I recommend our chat support at http://adobe.ly/tl8Vx7. Our chat representatives can provide a personalized experience to resolve the issues you describe. They are very technical and will be happy to help you with your difficulties.

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