Photoshop CS6 won't open. Something about an application manager. I have the disks for CS6 Master Collection. Should I do a repair or uninstall and reinstall?

[MWHT]

Since Photoshop CS6 won't work on my laptop

maybe I can apply for a refund?

[Anupriya Khare]

Could you please provide the screenshot of the error message. This will help us a lot with resolution.

Regards,

Anupriya Khare

[MWHT]

Dear Anupriya,

I have decided to uninstall CS6 Master Collection--I can live without it. However I had to use a powerful uninstall program to get rid of it.

Thank you for your time and concern.

Mary Tryer

[Anupriya Khare]

You are most welcome.

Please let us know if the issue still persists.

[MWHT]

The email was not helpful. Perhaps I should get a partial refund since the software won't work on my laptop?

Mary Tryer

[Del Z]

Hi Mary,

If you received CS6 from Adobe within the last 30 days, you may return the software for a refund: Return, cancel, or exchange an Adobe order‌. If you purchased it from a reseller, you will have to contact them directly.

If you are outside the 30-day return window, we can certainly try to help you get the software installed and working on your laptop. It will help us troubleshoot if you can provide some more information:

• What is your laptop's operating system? Does it meet the requirements for CS6: Adobe Creative Suite 6 system requirements?
• What is the exact error message you receive when you try to open Photoshop CS6? Providing a screenshot as Anupriya suggests is ideal: How to post a screenshot in the forum‌.

Best,

Del

[MWHT]

Thank you for your reply. I have an Ailenware laptop that meets the system requirements. It runs Windows 7.

My husband has had a struggle with cancer for several years so I haven't been traveling with my laptop and did not notice that my CS6 software was not working properly on my laptop. I bought the CS6 Master Collection disks from Adobe when CS6 came out; at that time the software worked properly.

When CC came out I tried it for a month on my main desktop computer, but noticed it was not backward compatible with some of my work, so I decided not to use CC. I think CC somehow got on my laptop and this is causing the problem.

The message states: "Adobe Application Manager, required to verify your license, is missing or damaged. Please download a new copy of "AAM" from http://wwwadobe.com/go/applicationmanager." The downloaded AAM patch does not fix the problem. I get another message :"We've encountered the following issues. Installer failed to initialize. Please download Adobe Support Advisor to detect the problem." Adobe Support Advisor does not exist. I have downloaded and used the CC cleaner which did not help.

My time is limited so probably the best thing to do is give up on this problem. You are kind to respond--this type of issue will probably require loads of time to fix and still might not work or I could format my hard drive to get rid of the problem. Not enough time for this. Perhaps you can send me a link for an AAM that works with CS6? It would be worth a try but still might not work.

Best wishes,

Mary Tryer

[Del Z]

Hi Mary,

I understand your time is limited, so hopefully we can get your software working again quickly.

If you followed all the steps in Use the Adobe Creative Cloud Cleaner Tool to solve installation problems document, and it didn't solve the issue, you may want to try the troubleshooting offered in this forum discussion, in which the user experienced similar behavior: Adobe Application Manager, required to verify your license, is missing or damaged.

Let us know how it goes.

Best,

Del

[MWHT]

This is not helpful and a big waste of time. I cannot even uninstall this stuff because of the "application manager" spyware. Please send me an uninstall link!

[Del Z]

Hi Mary,

I'm sorry we weren't able to provide a solution that meets you expectations.

There is not an uninstall link. Uninstallation takes place through your computer. The Application Manager is just an installation assistant and shouldn't interfere with uninstalling your CS6 programs. For Windows 7 the steps are as follows:

1. Choose Start > Control Panel > Programs And Features.
2. Select a Creative Suite 6 edition or product like Photoshop from the list and click Uninstall/Change.
3. Select the items that you want to remove.
4. Choose whether you want to remove preferences or deactivate your product. Deactivation is recommended if you think you may want to install CS6 on another computer in the future. An internet connection is required for deactivation.
5. Click Uninstall.
6. Restart your computer.

To ensure all programs, including the Application Manager are completely removed, run the CC Cleaner tool AdobeCreativeCloudCleanerTool.exe. As you may know since you mention using this program before, after clicking this link, save the file to your computer and then right click the downloaded file to run the program as an administrator.

Once the CC Cleaner is up and running, follow these steps in order:

1. Choose your language: Press E for English or J for Japanese, and then press Enter.
2. Review the Adobe End-User License Agreement and press Y to accept. Press Enter.
3. Select the application you want to remove, in this case any CS6 applications that remain as well as the AAM: Press the number that corresponds to the app name and then press Enter.
4. Confirm that you want to remove the product: Press Y, and then press Enter.
5. When you see the message “Adobe Creative Cloud Cleaner Tool completed successfully,” press Enter and restart your computer.
6. If you wish, you can verify that the CC Cleaner Tool completed successfully by launching a text editor like Notepad and opening the Adobe Creative Cloud Cleaner Tool.log located under : C:\Users\[user name]. Review the log file entries and if any indicate failure, let us know.

Best,

Del

[MWHT]

You need to know about the malicious Adobe Application Manager. The first thing that happened, I went through the steps to uninstall as you described below and the AAM came up and said I needed to use it before I could do the uninstall. The AAM prevented the uninstall. The applications are taking up space on my computer; do you have another suggestion? I'll try to reinstall with my disks--maybe there is a repair tool. Don't see how I could even deactivate if I can't open anything.

Mary Tryer

[MWHT]

I found some time this afternoon (Tuesday) to work with the CC cleaner again. Your instructions were most helpful and the CC cleaner stated that it was successful. I can't seem to find the path to the log it created.

It would seem that my CS6 apps are still on my laptop but can't be opened because of the AAM. Would it be possible to reinstall my CS6 software again? If not perhaps I can use my CS5.5 Master Collection apps or would the Application Manager shut me down?

Thank you for the help. All this is beyond me and I thought I knew something about software?!

Mary Tryer

[Del Z]

Hi Mary,

It certainly wouldn't hurt to try reinstalling CS6. This is the first time I have encountered a situation where the AAM persistently blocks any action.

As an FYI, I am transitioning to a new job at the end of the week and will no longer be working in the forums. I am going to forward this thread to a colleague to make sure your issue continues to get attention.

Best,

Del

[MWHT]

Thank you, Del. I very much appreciate your time and patience. Good luck with your new job; I'm sure it will be a big success.

Mary Tryer

[Bani Verma · Accepted solution]

Hi MWHT,

I have marked a personal message to you please check.

If the issue still persist kindly contact customer support. Contact Customer Care