CS4 Critical errors were found in setup (Win7 64)

[Guest]

I have a brand new HP Z1 workstation (Win7 64b, 32GB).

I cannot install CS4. I get the common message  "Critical errors were found in setup. See setup log for details."

- I tried from my original DVD.

- I downloaded new install files from Adobe. Same problem.

- I tried the Adobe CS Cleaner Tool. No luck.

- I tried the Adobe Support Adviser log analyzer , which told me I had no issues.

Here are the ERROR and FATAL lines from the install setup log ("Adobe Creative Suite 4 Design Premium 4.0 07-10-2012.log"):

(there are lots of other "errors"  too if they would be helpful)

ERROR

Log of: object

isRunning {string}: 0Log of: string          0 {LOOP}: Reference to object up 0 percentComplete {string}: 100 Log of: string           0 {string}: 1 Log of: string                     0 {LOOP}: Reference to object up 0           1 {string}: 0

Log of: string                     0 {LOOP}: Reference to object up 0           2 {string}: 0 Log of: string                     0 {LOOP}: Reference to object up 0 message {object}: [object Object] Log of: object           code {string}: 0  Log of: string 0 {LOOP}: Reference to object up 0           args {object}: [object Object]

FATAL

Critical errors were found in setup

undefined:DOM Exception: HIERARCHY_REQUEST_ERR (3)

Please see the Setup log file for details.

Please help, I am about to break something.

[Jeffrey_A_Wright]

Mattcall I would recommend reviewing Troubleshoot with install logs | CS5, CS5.5, CS6 - http://helpx.adobe.com/creative-suite/kb/troubleshoot-install-logs-cs5-cs5.html as it provides some examples of what you are looking for within the log file.

Alterantely if you can use the Adobe Support Advisor's package for support option and respond to this thread with your token number I can review the log in it's entirety.

[Guest]

Ok, thanks. But is everything on that page also relevant to CS4?

I didn't see anything that seemed relevant in the examples. Also, it says "To troubleshoot Creative Suite 5 or CS5.5 errors that occur before you click Install in the installer user interface, see Analyze the Creative Suite 5, CS5.5, CS6 PDapp log."  I think this might be me becuase I never get to an Install button, I just execute setup.exe and then it analyzes the system and reports the error. But I did not find a  PDapp log in \Users\[username]\AppData\Local\Temp

Anyway, I did the package. Token #00-01493-124410072012. Is this all you need to access the log?

Thanks for the help.!

[Jeffrey_A_Wright]

This thread is a great example of how far we have progressed in error reporting within the log files since the release of Creative Suite 5.  Mattcall I didn't find anything more specific in your install log than what you already discovered.

Your next step will be to review the Event Viewer on your system to identify what maybe causing your difficulties.  Please follow the directions which are relevant for Windows Vista.  Windows 7 was not released when these directions and Creative Suite 4 was released.

Windows Event Viewer

Event Viewer is a Microsoft utility that collects data about errors that occur as you run Windows. The Adobe Creative Suite 3 or 4 installer uses a number of Windows installers during the installation of any products. Windows Event Viewer can be used to diagnose issues with the Windows installer.

Launch the Event Viewer.

1. On Windows XP
2. Click Start > Run and type in Event Viewer
3. Click OK.

On Windows Vista

1. Click Start.
2. Type Event Viewer into the search window and press Enter.
3. Select Application.
4. Look for yellow warnings and red errors in the Type column that also contain MsiInstaller in the Source column.

Note: This data might point you to an application or service that is conflicting with the installer and causing installer failure.

[Guest]

Hi  Jeff - I checked the event viewer.

The only warnings associated with Msinstaller occurred about 1 month ago. There are about 40 lines in a row that all say:

Warning

6/13/2012 11:40:54 AM

MsiInstaller

1015

None

This may correspond to the first time I tried to install CS4, but I am not sure.  There are no warnings or errors since then (that are associated with Msinstaller).

Is this a clue?

This forum (and your help) is great, but would I get more direct and immediate handholding to help me figure this out by contacting adobe support directly? 

-Matt

PS: The online help gives this detail about a 1015 warning:  EVENTLOG_TEMPLATE_CANNOT_CONNECT_TO_SERVER and refers to the windows installer service.  Just for kicks I checked that service and found was not running for some reason. So I started itmanually and tried again (no luck), I restarted the computer, checked the service and tried again (still no luck). I have not had any problems installing other software.

[Jeffrey_A_Wright]

Mattcall per http://support.microsoft.com/kb/911682 you may want to try the following steps:

Event ID 1015

You receive Event ID 1015 only if you use a Terminal Server session to start the Office program. Therefore, you have to perform this procedure on the Terminal Server console.

1. Start a Terminal Server client session, and then log on as a user.
2. Click Start, click Run, type msiexec /unreg in the Open box, and then click OK.
3. Click Start, click Run, type msiexec /regserver in the Open box, and then click OK.

You can use the Command prompt to perform these commands.

As for support we no longer provide one to one support for Creative Suite 4 products unless you are facing an issue with our activation technology.