Troubleshooting extensions is not my forte, but I'll give it one more try.
The problem is that it's a third party extension and Adobe is not privy to the developer's code and testing. The error message while appearing to be generated from Photoshop, may be an error message generated by the extension.
What leads me to say this is Adobe is very specific about their error messages and they supply a number you can look up. Scripts generate their own error messages and I wonder if the developer gave out a old link.
To test out my theory, open the .jsx in Extendscript CC
It should lay out the code including the error text.
There is also a forum for extensions I just found. If you submit a question and ask your customer to send a screengrab of the error, they may be able to help you find
the correct link.
Adobe Exchange Panel
Yes, the error is generated by the Extension. However, the link is generated by Photoshop.
Meanwhile, I resolved the issue.
I believe that the DVD that was sent to the customer was defective.
I sent the customer a "CLEAN" version using Adobe Send and Track and was successful in completing the install.
Thanks for all you effort on this.
Dennis
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