CS5 "a problem occured while extracting some files...."

New Here ,
May 02, 2010

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I used both Firefox and IE to download the update for CS5. All seemed to successfully download to my desktop where I wanted them. When I double clicked on the .exe file, it began to extract and got to 99% (sometimes 100%) before giving me the error "A problem occured while extracting some files. Check availabile space on your computer and the write privilages on the destination folder."

I am using Windows XP, I'm the admin so I'm not sure what privilages I need.

I have 66 G of free space

*I tried using 7zip to extract the files, did not work.

*I tried to just get into the folder which was created during the extract and clicked on set-up.exe - it gave me the message "We've encountered the following issues: Installer failed to initialize. File not found. Please download Adobe Support Advisor to detect the problem." including a link to where I can do that. I did that and so far, it is stuck on "please wait while the application initializes." I'm thinking it's not going to happen so I've come here.

Any ideas would be appreciated!

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New Here ,
May 09, 2010

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As it turns out, the problem is that I have Windows XP home edition. You will need 'professional edition' in order to download and install the update to CS5. A disc has been sent to me and they said it should work.

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New Here ,
May 15, 2010

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cs5.JPG

  1. I have redownloaded 3 times and teh ckecksum was same.
  2. I tried every admin powered privillaeg troubleshooting and other stuff too
  3. I put the files in root folder of my drive
  4. I have tried Winrar - latest ( x64 ) , Winzip 14, AlZIP, and 7zip

***But still my problem not solved and still the same ERROR .. I am using Windows 7 x64 and I am currenly using CS4 too.

PLEASE SOME ONE HELP US >...........

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New Here ,
Jun 16, 2010

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I am having this problem too, but only on one of my computers. No solution presented on

this page seems to work.

It would appear that this problem is quite real. I sure hope Adobe takes it seriously.

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Guru ,
Jun 16, 2010

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Take the downloaded folder from the good computer, burn it to a DVD, then use that good copy to put it on the other computer (you did burn the folder to a DVD just incase you need to reinstall later?)

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New Here ,
Jun 16, 2010

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Thanks dec9, I'm way ahead of you.

I only posted because it worries me that Adobe has not posted a fix for this yet.

I have the files (already extracted) on my office workstation and will take them home and install those. If I had time I'd download again here at work and see if the problem might be updated and wonky download files. Unfortunately I don't have the original downloaded 7zips to compare to the ones I got last night.

Anyway, let it be known that the problem on my home computer is only going to be solved because I had the foresight to keep my original downloads on one of my comps, not because someone from Adobe has solved the problem.

<looks sternly at Adobe>

K

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Jun 16, 2010

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The installer and downloads work for almost everyone else.

So what is Adobe supposed to do about your bad download?

How can Adobe post a fix for something that works for most people, and only fails for you?

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New Here ,
Jun 16, 2010

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First, Adobe could state that downloading this will not work for people who have Windows XP Home Edition (only professional).

Second, if Adobe support cannot help a person to fix the problem, then I suggest they send the disc and only charge shipping.

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New Here ,
Jun 16, 2010

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First of all, let me correct an incongruency in your post, Mr. Cox: you say it works for "almost everyone" yet also state that it fails "only" for me. These can't both be correct, and of course we all know the latter is clearly incorrect because we can see from this thread that someone else has also had the problem.

Also, I am not sure that the problem has been attributed with absolute certainty to a "bad download", although I tend to agree that it's the most likely explanation. Has it?

Now consider this: I posted here for the exact reason that Adobe needs to know this is not a problem with only one computer and one user. I took some time out of my work day because I appreciate Adobe.

They might want to know that I had the problem on a fresh install on my home computer, one that was only days ago running CS5 from ym first install, which went without a hitch. In solving this, I am happy to post any system information, error logs, checksums, or ANYTHING that Adobe would like to see that would result in the resolution of this problem. As you know I can solve the problem myself because I have the original uncorrupted files here at work. But, really, being as Adobe has decided to use a special download and installation package, which I know can be somewhat quirky from past experience, I think it is Adobe's responsibility to listen to download/installation problems. AND as their customer service has never been anything but exemplary in the past, Mr. Cox, this is exactly why I posted here. Because they do listen.

What should they do? It seems to me, although I'm no programmer, that in this day and age there is no reason that a download should be completed and still not function. There are solutions aplenty that ensure data is transmitted without error, and I quite frankly do not understand why they have not already used such a solution (if bad download is in fact the problem here). For example, can they not make a downloader that runs a checksum for us, and tells us if we have a bad download, or runs packets through one to make sure that everything is coming in correctly as we download? Can corrupted packets be discarded and redownloaded automatically so that crappy connections still get their software in pristine condition, and nobody has to post or call in about stuff like this?


That would seem to be a good idea.

Cheers,

o.0

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New Here ,
Jun 16, 2010

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Incidentally, Mr. Cox, I just noticed that your tag says you are an Adobe employee. I confess that you are the most impolite and least helpful Adobe representative that I have ever met. I promise to not hold this against the company, and only you personally.

Again, cheers,

o.0

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New Here ,
Jun 16, 2010

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I'm on Windows 7.

My suspicion that this is a downloading problem arises fromt he fact that there were a couple of hangs during the download, and it was on my slow and packet loss plagued home connection. It took me ten hours to download the apparently faulty 2.5G installation package.

Also, I'm downloading CS5 Design Premium. Yours was Photoshop?

Anyway, at work I've got huge bandwidth, rarely any packet loss and had no problem at all.

Good Luck,

o.0

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Jun 16, 2010

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First, Adobe could state that downloading this will not work for people who have Windows XP Home Edition (only professional).

But that isn't true.  So why would Adobe say that?

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Jun 16, 2010

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Even 2 people with bad downloads does not indicate a problem that could be fixed on the source side.  If there was a problem on the Adobe servers, we would be seeing tens of thousands of bad downloads, at a minimum.

It is possible for checksums to pass in some circumstances with corrupt data -- it's maybe a one in 10 million chance, but it can happen.  TCP/IP already should discard corrupt packets and handle missing packets, and the Akamai downloader is supposed to do additional error detection.  But with tens of millions of downloads, some of them are bound to be corrupt due to circumstances beyond our control.

So, what exactly can Adobe do about your bad download?

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New Here ,
Jun 16, 2010

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Cox - to answer your question.... one of the tech support guys at the "highest" level (after spending hours on the phone with them spanning 3 days) told me that was the problem. He said it.... not me.

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New Here ,
Jun 16, 2010

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Here's a little nugget about customer service for you Chris. If two people report the problem, there are a whole lot more out there that haven't reported it yet, or they solved it without your help (haha, your "help", that's rich, I'm quite the comedian). And in customer service, it's not up to the customer to suggest what YOU AT  ADOBE can do about it, it's up to YOU to be helpful, to help us find a solution if one can be found.

Chris wrote: "Even 2 people with bad downloads does not indicate a problem that could  be fixed on the source side.  If there was a problem on the Adobe  servers, we would be seeing tens of thousands of bad downloads, at a  minimum."

Adobe is delivering an application, and Adobe has a responsibility to ensure that the application runs on a properly installed system. So it IS Adobe's concern if their installer isn't working, and at the very least it should involve some good troubleshooting questions for the person having the problem.

And BTW, I'm calling total BS on the checksums passing bad data at 1 in 10 million. Computers would all be totally useless if that were true because to a computer 1 in 10 million happens all the time. If Akami is running functioning error detection, then the problem is  in the extraction, or in our operating systems.

And I am sure now that my problem can't be checksum. I've been talking this over with the programmer next to me and I just remembered that after I reinstalled my OS last night, I tried to install CS5 with the same ORIGINAL zip package I used a month earlier at work and home. Yes, the first time it worked, but when I reinstalled it didn't. So I can only conclude that (most probably) the issue is not with a corrupted download. It's probably something with the operating system and the extractor. In other words nothing is broken, but something is screwing a normally simple process.

BTW, Chris, when a company asks "what should we do about it" I know they're just being lazy and aren't interested in helping... or they might be stupid and incapable of helping. Again, as I hold Adobe customer service in some regard,  especially the dudes in the call center (in India it sounds like) who have been great, I'm  just gonna reckon that this is you're own problem, not Adobe's.

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Jun 16, 2010

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Sonja - I'm sorry you got bad information from Tech Support (if you have a case number, we can try to follow up).  Any version of XP should be able to download and install the trials.

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Jun 16, 2010

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Observer - see post #40 for more details about downloads.

after I reinstalled my OS last night, I tried to install CS5 with the same ORIGINAL zip package...the first time it worked, but when I reinstalled it didn't.

It could also be something wrong with the OS install, something wrong with the hard disk, something wrong with the RAM or CPU, some additional software you installed, some additional software you didn't realize was installed (shovelware or malware), etc.  Yes, something is conflicting that wasn't there before, or at least worked before (even some hardware factors could appear random).

Of course it is our concern if the installer isn't working, or the downloads don't work reliably for most people -- which is why we are investigating such problems.  But when you describe a bad download, or a problem specific to your system and demand that Adobe do something about it.... well, what can we do?  It's almost like yelling at the weatherman to do something about the rain.

I know they're just being lazy and aren't interested in helping.

Or they are asking an open ended question of someone who is being hostile to the people trying to help them, in an effort to get more specific details.

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New Here ,
Jun 16, 2010

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I no longer have my case number, Adobe resolved it by sending me a DVD and they didn't charge for shipping because of all of the trouble I went through. I now have CS5 and everything works as it should.

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New Here ,
Jun 16, 2010

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Thank you, Chris I've already seen post 40, and I'd say that post is more characteristic of the excellent Adobe service that I've mentioned several times in my posts and I appreciate it (Karen).

For the record, you have things out of order, I became pointed after you did nothing but ask open ended questions and tried turn this back on us, not before. Your questions, you might have noticed, were not helping.

Also, did I demand Adobe do anything for me? I can't see it. I was just explaining the cirucumstances of a problem which I've already worked around in the hope that it might help someone else, or in the hope that someone on your end might ask me for some information that might help us determine what really is happening. So the facts are completely contrary to how you want them colored, sir: I am demanding nothing, and giving some of my time to see if my experience with this issue may be helpful to someone on your end.

Apparently it is not helpful, and in fact all I get is some guy who likes to turn things back on the customers.

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New Here ,
Jun 16, 2010

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I had finally figured out the problem. Place the files in a low level folder like c:\cs5. Apparently the unzip that cs5 does can not handle long directory paths. Previously it was on my desktop which is a long path and wasn't working. It will successfully extract to your desktop as long as it starts from simple directory...

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Jun 16, 2010

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Scattered - thanks for the update.

Sorry you ran into a problem, but glad you managed to find a way around it.

And we probably need to make sure first line tech support knows about that.

And now that we know about that limitation, hopefully the installer team can fix it.

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Jun 16, 2010

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Sonja - glad that you got the DVD and the install worked.

And the tech support process... well, we're still working to improve that.

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New Here ,
Jun 16, 2010

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Ok I tried unzipping TO my root from my download folder, but not FROM my root. Will try this when I get home and then hopefully Adobe can put at least one "confirmed" on this solution.

Thanks!

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Adobe Employee ,
Jun 16, 2010

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Hi Everyone,

Couple comments:

1.  Both the store and trials teams are taking download issues very  seriously and focusing a lot of effort on improving this area for  customers.  So please know that we are listening and working hard on  this area.

2. With very large downloads and slow and/or  problematic connections there is a small potential for a file to be  corrupted and not download completely due to packet loss etc.  So the  longer the download takes, the more chance there is for a connection  issue or packet loss. This should be a rare occurance and TCP/IP  protocols and the download manager should handle those conditions, but I  would recommend always downloading over the fastest and more reliable  connection that you may have.  This would include using a hardline  connection rather than wireless since that might degrade your download  speed and make the download take longer.  Wireless connections and  protocols have improved over the years so the reliability of wireless  shouldn't really be an issue, just the time to download gives more  opportunity for your connection to drop etc. and potentially cause  problems.

3. We are in the process of evaluating the latest version  of the Akamai download manager v3.0.  The store is currently using v2.x.  This newer version 3.0 is in use currently  on the trials download site for CS5 products and suites, so you can download the main product  installers for CS5 products and suites using that version of the  download manager.  That download manager version does integrity checks  (checksums) as it downloads chunks of the file to the client system and  will re-execute a download of a chunk of the file that fails integrity  check.  So if you want better integrity checking, try the v3.0 download  experience on the trials site for the CS5 product of interest.

4. we have also recently added the option to download  without the Akamai download manager in your store download center.  This  is shown as "Alternate Download Method" in your download area for the  store and it gives you access to direct HTTP download links in case you  want to bypass the Akamai Download Manager altogether.  Note: for files  over 2Gb, it is recommended that you use either Firefox or Internet  Explorer 8 if you are downloading on Windows with HTTP, due to HTTP  limitations with some versions of Internet Explorer (see  http://support.microsoft.com/kb/298618).   Please note that this option  is not yet available on the HTML versions of our stores (which you will  get if you dont have the Flash Player installed) but it will be very  soon.

5. as I posted a while back, you can confirm the  checksum of your downloaded Photoshop files by running a checksum.

You   can use a free utility called Fastsum  ( http://www.fastsum.com/ ) to  generate the checksum which should match these values:

For the Windows English files the checksums would be:

Photoshop_12_LS1.7z      should be    193b13bac6b850a62c75460cbed42b35 

Photoshop_12_LS1.exe  should be   431864652903c33049d352a9e0c0991b 

here are all of the files for all languages Mac and Windows

NAMESIZE(bytes)MD5 CHECKSUM
Photoshop_12_LS1.dmg1222161289a43cadc3707d8e21a9defa3d6e87f58b
Photoshop_12_LS1.7z1026293791193b13bac6b850a62c75460cbed42b35
Photoshop_12_LS1.exe1228400431864652903c33049d352a9e0c0991b
Photoshop_12_LS2.dmg1189718921af14786c77b7d486a7b4d019601e43cb
Photoshop_12_LS2.7z1027269416d51dec472d34afa49cd45138e86b6356
Photoshop_12_LS2.exe1228400f7db62b33b0060234b244e9b240f9f5e
Photoshop_12_LS4.dmg15718286179ad3c91a772b2610dfffc34c46913b19
Photoshop_12_LS4.7z105220537555c94bf72e9f05301349be8aea68932e
Photoshop_12_LS4.exe12284008fe1a5dac5d47c7a9d5a5501644b25b2

If you find that your checksum doesn't match, here are a couple of recommendations/options not necessarily listed in any preferred order:

- try downloading on another computer or connection (like at work) and transferring the downloaded files to your other computer

- try another browser

- try downloading the files from the trials site and use the newer version of the DLM 3.0

- try the direct HTTP download links

If the checksum does match and you are still having issues, then it might be related to an extraction issue with the .7z file or something.  I have to admit, I am having trouble determining from this thread how many of you are saying the checksum matchs and you have issues and how many are saying the checksum doesn't match.  Just to clarify as well how the .7z file and .exe file are supposed to work, you should have both of those files in the same directory and then you should run/execute the .exe file.  You should not be trying to uncompress the .7z file with some compression tool.  Just run the .exe file which should unpack the .7z and start your installation. Just want to make it very clear that you should not be trying to "uncompress" or "run" the .7z file.

Lastly, I am not aware of an issue with Windows XP Home and downloads or installation.  I'm sure who stated at that was an issue...but Windows XP Home should be supported.

I hope this info helps in some way.

Regards,

Karen

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Adobe Employee ,
Jun 16, 2010

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Hi Scattered,

I will escalate this up to a few people in the appropriate areas, but I wanted to get some clarificaition.

So what behavior/error do you see when the path is too long?

Do you get an error message that there was a problem extracting?

Please also send your system information:  OS version, path where you had the files and failed to extract, etc

Thanks

karen

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New Here ,
Jun 17, 2010

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Hi Karen,

As suggested by Scattered I tried putting the download in my C root, and opening into it, as well as both in and into other combination of root directories. The problem persists. Just like it says in the OP, the message reads "A problem occured while extracting some files. Check availabile space  on your computer and the write privilages on the destination folder."

I tried everything suggested on this thread (and more) and nothing has worked. Both the original download over broadband from a month ago (which worked a month ago on this computer), and yesterday's download give me the same error message.

I'm running a sparkling and fresh install of Windows 7 Ultimate on an mostly empty 128G OCZ SS main drive and have minimal software (I think only MS Office 2007, Winzip 14.5, VLC, Daemon Tools Lite, Flashget3, Firefox and AVG Internet Security installed so far). I'm installing CS5 Design Premium. Insterestingly, the Adobe Acrobat installer worked fine.

As I said several times, I've got the install files extracted from my office workstation and I'm going ahead with the install now, so I don't require any additional help from Adobe. I just came in to let you guys know the problem wasn't unique.

Hopefully someone will figure this out.

Cheers!

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New Here ,
Jun 17, 2010

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Jeez! It is so frustrating! Must be more than one reason generating this behavior.

T

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