CustomHook_Helperx64 error while trying install trial Illustrator in windows 8.1 please help me!!!

[angelinadb]

Exit Code: 7

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

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

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

ERROR: 12/12/13 11:45:04:147 | [INFO] |  | OOBE | DE |  |  |  | 4376 | ---------- CustomHook_Helperx64 ---- Start ----------

12/12/13 11:45:04:147 | [ERROR] |  | OOBE | DE |  |  |  | 4376 | 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

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

Don't know what to do, please help!!!

[Jeffrey_A_Wright]

Angelinadb the Exit Code 7 error indicates that your file permissions under your current user account have become compromised.  Please see Troubleshoot install issues with log files | CC - http://helpx.adobe.com/creative-cloud/kb/troubleshoot-install-logs-cc.html for information on how to review your installation log file and determine the directories which you are unable to write too.

Once you have identified the directories please see Error "Exit 6" or "Exit 7" | Install log | Read, write, system file errors | CS5, CS5.5 - http://helpx.adobe.com/creative-suite/kb/error-exit-6-exit-7.html for information on how to adjust your file permissions.

[Mark Wirth]

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. 

[angelinadb]

Thank you so much Mark.  I will ask my friend who know how to disable the Bitdefender (which I have) and those services the way you said it, and to run it.  I tried to stop the bitdefender while on the interface on windows 8 normal mode but it looks it's not enough. Sigh... agghrrr

Have a good holiday!

[Jeffrey_A_Wright]

Thanks for the update Mark.  What version of BitDefender have you been utilizing?  Have you been in contact with BitDefender to make them aware of this behavior?  I was able to locate their support site at http://www.bitdefender.com/support/.

[Mark Wirth]

Hi Jeff,

Sorry for the holiday delay.  I did not submit a ticket with BitDefender but did validate that BitDefender does cause this issue.  If I boot in safe mode and set the BitDefender Virus Shield and BitDefender Desktop Update Service to Manual and reboot in normal mode (both of those services will then be stopped), I am able to run through all of the installation without an issue.  If those services are running and I suspect it is just the BitDefender Virus Shield service causing the issue then a number of the installations fail as listed above.

I have replicated this with both BitDefender Sphere and BitDefender Total Security.   Hope this helps.

[Jeffrey_A_Wright]

Thank you for this information Mark!