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Elements 2024 installation fault: 'An unknown error has occurred' (4% into installation)

Community Beginner ,
Mar 03, 2024 Mar 03, 2024

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I purchased Photoshop Elements 2024 (from a store and received a card with registration number in the mail) but am unable to install it.  I've seemed to have successfully downloaded and unzipped it but installation fails at 4% completion with the message 'An unknown error has occurred'.  There's no further information and I have to then force quit the window.

I have an older computer but believe it meets the specs (Windows 10 with 10GB RAM, >13 GB free space and a AMD A10-6800K APU Radeon graphics card).  I've read various help threads, downloaded the installer from different browsers, run it as administrator, run it from the desktop, restarted my computer, ... but with no success as of yet.

I'm not very computer savy so any suggestion is most welcome.  Thanks in advance.

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Download and install , How to , Problem or error

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Mentor ,
Mar 04, 2024 Mar 04, 2024

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Turn off your anti virus, then try the install.     

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Community Beginner ,
Mar 04, 2024 Mar 04, 2024

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Thank you Glenn.  I failed to mention I tried that.  I tried again but am not confident it's truly all off.

I initially had Sophos but now seem to have both Sophos and Windows Defender installed.  I don't know when I got the latter.  Nonetheless, I'm struggling to discern their status (both report problems) and how to disable them both.  I suspect I need to either take my computer into a shop, purchase a new one (and have them install photoshop), or seek a refund and ...?? (return to my abacus and film camera).  Thanks anyway, I appreciate your effort.

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Community Beginner ,
Mar 04, 2024 Mar 04, 2024

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Sorry, I neglected to clarify that no matter what I try I get the same generic error at 4% installed.

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Mentor ,
Mar 05, 2024 Mar 05, 2024

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Here's a wild idea:   plug your computer into your router using a network cable, not just using wifi

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Community Beginner ,
Mar 06, 2024 Mar 06, 2024

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Thanks Glenn.  My computer doesn't have WiFi so I was directly plugged in. 

Anyway, it was old so I spent a day updating everything (including the OS), cleared more space, tried again, and this time it succeeded.  So all's good! 

Thanks again!

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Community Expert ,
Mar 05, 2024 Mar 05, 2024

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quote

>13 GB free space


By @Brent358414422vrq

 

What size is the hard drive, and how much free space is there?

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Community Beginner ,
Mar 06, 2024 Mar 06, 2024

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Thanks everyone.!  Updating the OS and clearing some conflicts seemed to have resolved the issue. 

I recall reading one other thread with the same action and outcome, so I would suggest this as a first action to anyone who experiences an immediate installation fault where no specific error number or definition given.

Anyway, I appreciate your help / responses!  I now intend to happily familiarize myself with the changes.

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