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Any Problems Downloading or Installing Adobe CS5 or CS5.5?

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Any Problems Downloading or Installing Adobe CS5 or CS5.5?

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237 thoughts on “Any Problems Downloading or Installing Adobe CS5 or CS5.5?”

  1. You can also ask questions or provide feedback directly to the Creative Suite installer team at:

    http://blogs.adobe.com/OOBE/

    We have been working hard to improve the installer and general “out of box experience” but are always looking for ways to improve. Your feedback is welcomed.

    Reply
  2. At the end of the first disc for my upgrade, I received a message “There were problems with your installation.” It advised me to restart, close all programs, & repeat the install. It generated the same results.

    Then some help programs started appearing, which were confusing. One program said it was downloading help files, but I can’t find them, & they’re probably over my head anyway. Another program indicated it found nothing it could help me with. As it closed, it popped up a message

    “Creative Suite Product Install Inspector has identified the issue(s) that needs attention. An issue report has been generated. Adobe will use this issue report to help address the issue(s) in the future.”

    The message appeared to upload & disappear. It doesn’t sound like it’s going to benefit me.

    Don’t know where I’ll go from here.

    Reply
    • Hi Lou, after a few search queries there appears to be nothing at all out there on the error message you received with CS5, so you may be dealing with an unusual situation… If you’ve tried the techniques given in this article, then the next step would be to visit Adobe Technical Support. Since you’re upgrading from a paid product you should definitely be entitled to full support to resolve the problem.

  3. @Barry, on feedback and ways to improve – I’d say make it work without having to search the web, Adobe forums, knowledgebase, and this site get some of these new trials installed. Now, that would significantly improve the “out of the box” experience. Nothing like software actually installing out of the box to make one more apt to actually purchase it!

    Reply
  4. @Darrin…

    >> I’d say make it work without having to search the web, Adobe forums, knowledgebase, and this site get some of these new trials installed.

    Are you having trouble with a Trial version or the actual release?

    If so, please send me more of the details at [email protected] and I will get one of our senior support folks to help you get up and running. Without specifics, we can’t improve the software.

    Thanks,
    Barry

    Reply
  5. I want to first apologize to those who thought I posted an issue, left it in your laps, and disappeared. I was versed in Photoshop better than average, until ten years ago, when some medical problems began to creep up without me even being aware. I appeared absent for two reasons:

    – What I’m seeing happen in Photoshop is so different, I can’t distinguish if it’s because the product has changed that much in ten years, or because of the problem install;
    – I’ve been spending time going to medical appointments at Johns Hopkins.

    There are more reports that were generated at the end of the install. I didn’t post them because I didn’t see any provisions for attachments, and I didn’t think anyone would’ve appreciated me typing three pages of error logs into their forum. I’ll take up Barry’s offer and email him tonight. Problem is I can’t figure out anyway to get you three pages of error logs unless I retype them into an email. I’ll explain what I can, but one message indicates it has discovered a solution, then uploads and disappears. I’ll try to look closer at that, and I’ll also read the Knowledge Base article Anonymous refers me to.

    My biggest question is… who are you folks? I’m not accustomed to people taking an interest in someone else’s problems. Are you all Adobe employees? I just found “About” at the bottom of this page which answers a lot.

    To answer Barry’s question, it’s not a trial version. I bought CS4 Web Premium when it came out. I couldn’t use it, so I didn’t install it until about two months ago with no problems. I just bought the CS5 Web Premium upgrade, which brings you up to date.

    I’ll see what I can do and get back.

    Thanks again,
    Lou Messina
    Bel Air, MD

    Reply
    • Hi Lou,
      Barry is definitely an Adobe employee, and this site is an official Adobe Affiliate. I’ll let Barry and his team at Adobe work through the remaining issues with you… Thanks to you for the update, and thanks to Barry for stepping up here, it’s much appreciated.

  6. Hi Lou-

    >>My biggest question is… who are you folks? I’m not accustomed to people taking an interest in someone else’s problems. Are you all Adobe employees?

    Yes, I am VP of Engineering for the Creative Suite. I am very interested in understanding issues CS5 customers are having and to help get them resolved (and determine if there is a broader issue we need to address in the software).

    I can assure you that the changes you see in Photoshop over the past 10 years is the result of some amazing innovation by the team and once you spend some more time with it I think you will be pleased.

    Here is a tech doc that helps you understand the Installer log if errors occurred.

    https://helpx.adobe.com/creative-suite/kb/troubleshoot-install-logs-cs5-cs5.html

    This is another tool that will help you analyze the installer log file to determine what the issue is:

    https://www.adobe.com/support/loganalyzer/

    As I mentioned above, please feel free to contact me directly and I will make sure we get you up and running.

    Thanks,
    Barry

    Reply
  7. @Barry Hills
    Hello Barry,

    I found your post while I was searching for a solution to my CS5 download problem. I purchased an upgrade from CS4 to CS5. I downloaded the CS5 dmg from the order site. The dmg file downloaded, but I could not mount it on my MacPro running OS X 10.6.3. Get a failed checksum error. Downloaded the dmg once more, same problem. The third time, I downloaded the dmg file on a Gateway laptop running Windows 7 64-bit. Again the download worked, but after copying the file to my Mac, I again get the checksum error.

    I talked to Adobe technical support, who set up a connection to my desktop. After 3/4 hour of trying, the tech support person said it could not be fixed – and arranged to have a CD send me via FEDEX. He said it will take 10 to 15 business days. Wondering why so long? Even the post office can do better.

    Anyhow, have you got any suggestion as to why I might be getting the persistent checksum error with the CS5 dmg, and what can be done about it?

    Have a nice day,
    James

    Reply
  8. Hi James-

    It looks like there are two issues here:

    1. Checksum problem with the download – what application or Suite upgrade were you downloading?

    2. Why it takes 10-15 business days to get the DVD out to you (not sure if they are being conservative of if that is the actual expectation).

    Do you have the case #? I would like to follow up with Tech Support and referencing the case number expedites the process.

    Please email me the info at [email protected] and I will check out both issues and be back in touch.

    Thanks,
    Barry

    Reply
  9. @James Ludtke
    Update to my post on Photoshop CS5 download problem. To confirm that it is not my Mac, I downloaded the Adobe Flash Player dmg. It downloaded OK, and mounted OK. So the problem is definitely with the Photoshop CS5 dmg.

    New problem. I can no longer download another copy of Photoshop_12_LS1.dmg. Log-in to Adobe works, and the Akamai Download Manager launches. Akamai keeps displaying “Waiting…”, but the download never starts.

    I thought AKAMAI might be corrupted, and I wanted to delete it, but I can not find where it is hidden on my Mac. Any suggestions?

    Akamai was certainly not designed by a Mac user, or somebody who knew about Mac conventions. I know that for the Windows OS it is accepted practice to hide files and applications in the most unlikely places. But it is frowned on by Mac users.

    How can I download Photoshop_12_LS1.dmg without AKAMAI on my Mac?

    Reply
  10. Another update to my post on Photoshop CS5 download problem.
    Found a way to uninstall Akamai. This did not help. Still can not download Photoshop_12_LS1.dmg using Akamai.

    Finally, I went back to my Adobe account, looked up order status, and started the download process from there. Downloading the installation Instruction PDF crashed Firefox. Had to force quit Firefox from the Activity monitor.

    Relaunches Firefox, which remembered my recent pages. Went to the order status page, and started the download of Photoshop_12_LS1.dmg. Download is in progress as I write this. I have no idea if I will be able to mount this dmg once download is complete.

    BTW, when downloading from the order page, get the Adobe Download Manager, which looks quite different from the Akamai Download Manager window. The Adobe Download manager works, the Akamai Download manager does not.

    Have a nice day,
    James

    Reply
  11. Hopefully the last update on my post about the Photoshop CS5 download problem.

    The Adobe Downloader downloaded the Photoshop_12_LS1.dmg. However, the dmg did not mount because of a checksum error.

    This time I went further and attempted to repair the Photoshop_12_LS1.dmg:

    1. Launched Apple Disk Utility.
    2. Ran Repair Disk on Photoshop_12_LS1.dmg. Result: “disk appears to be OK”
    3. Ran a checksum comparison. Result: “calculated CRC32 as $7F98D61E, expected CRC32 $0C8EA763”.
    4. Created a new blank disk image with 1.25GB capacity, named it “photoshop_dmg_restore.dmg”.
    5. Selected Photoshop_12_LS1.dmg in left column.
    6. Clicked Restore button on top right.
    7. Dragged Photoshop_12_LS1.dmg from left column into Source text box.
    8. Dragged newly created Disk Image to Destination text box.
    9. Checked “Erase Destination” box.
    10. Clicked Restore button on bottom right.
    11. Mounted the photoshop_dmg_restore.dmg.
    12. The new disk image contained the Adobe Photoshop CS5 installer, and the Photoshop CS5 ReadMe PDF.
    13. Installed Photoshop CS5 without a hitch.

    I hope these steps will help others who may run in the same problem.

    I also hope somebody at Adobe will investigate, and fix the checksum error on the “Photoshop_12_LS1.dmg”.

    It would also be a good idea to pass this procedure to their customer help representatives to know what to do in the case of dmg checksum errors

    Have a nice day,
    James

    Reply
  12. James Ludtke :

    How can I download Photoshop_12_LS1.dmg without AKAMAI on my Mac?

    Hi James, thank you very much for your input and for sharing what you’ve learned about the checksum problem… It’s sure to help others here, and hopefully Barry and Adobe have been in touch with you about your case, or will be shortly.

    Regarding a more straightforward way to download all the Adobe CS5 products without using the Akamai Download Manager, last week we wrote a post on this for folks looking for the older CS4 and CS3 trial downloads, and now by popular demand we’ve just put together a new article on the same topic for CS5, which could be helpful to you… Thanks again.

    Reply
  13. Hi James-

    Thanks for the additional info. There are several people from engineering and support looking at this issue and your additional information will be very helpful.

    I am glad to see you have Photoshop CS5 up and running. I think you will find it one of the best releases yet.

    Thanks,
    Barry

    Reply
  14. James,

    Thank you for the steps you provided that resolved your issue, we will research this a bit more. The DVD set is also on its way, and should get to you within the next couple of days. If you ever need to reinstall, using the DVD would be a faster option that re-downloading the electronic build, since you have a slow internet connection.

    Regards,
    Kirsten Harris

    Reply
  15. I have downloaded the trial version, and the download completes and then Install Now comes up. It then prompts me to select a folder it “extracts the download files” and then nothing. This seems to be where I get stuck – there is no icon for the software anywhere, just a folder that keeps extracting these files. Is there something else I should be doing?

    Thank you!

    Reply
    • Hi Emily, the folder you need to find is typically put on your Desktop, or under My Documents or Downloads in Windows…

      Within that folder is a Setup.exe file that you just double-click to launch.

  16. I have been trying to install Photoshop Extended CS5 onto my netbook without success. I have been in touch with tech support, but they have been unable to help so far, so I’m posting this here in the hope that someone here may be able to advise me.

    Here’s what I have done so far:
    I downloaded Photoshop CS5 from the Adobe online store directly onto my netbook using the Akamai download manager; no error messages. I did a clean boot according to Microsoft’s instructions. The Windows Installer Service was started manually. The installation keeps failing at the same point, 10% in, as it was installing PS5. The error message is always the same: “cpsid_83570: Conflicting processes running while installing – Creative Suite 5”. I just cannot identify any conflicting processes.

    I have uploaded the support log file generated by the Adobe Support Manager, the key is: 00-39370-111030052010.

    Any help would be appreciated.

    System is:
    Acer Aspire 1410-2990 Netbook computer
    Intel Celeron SU2300 dual core processor (1.2 GHz, 800 MHz FSB)
    Intel GMA 4500MHD video
    2GB RAM
    250 GB HDD
    Windows 7 Home Premium 64 bit OS (with all updates as of today)

    Is there another way to install CS5? The installation went fine on my desktop, and CS2 runs fine on this netbook, it just doesn’t look like CS5 likes my netbook for some reason.

    I would be open to any other ideas to try.

    Thank you!
    Dave

    Reply
  17. This is a follow up to my post of May 30th, 2010 at 16:17.

    Update 5/31/10:

    I tried to install all of the Microsoft_VC*.msi files in the payloads subdirectory manually by clicking them and selecting install. Two of them worked, but the others all failed with an error message referencing a (non-existant) key in the registry. I searched the registry for all keys containing “Microsoft_VC” and set the permissions to include me as “administrator” specifically with full control, as opposed to “administrators” (note the “s”). As you can guess, the Microsoft_VC*.msi files still did not install, nor did the CS5 installer work when run the regular way, even when run as an administrator. Note that my login is part of the administrator group.

    :-(

    Reply
  18. how can i download cs5 without akamai? if that’s not possible, what folder do i select for a download folder? i’ve tried them all and none work

    Reply
  19. @Barry and @Kirsten,

    I am posting here because I’m not sure what to do next. I am trying to install the Adobe CS5 trial and get the following error message:

    Adobe Application Manager is needed to start your trial.
    Adobe Application Manager is required to resolve this problem. However, it is missing or damaged.
    Download a new copy from adobe.com or install the application again.

    I couldn’t find this Application Manager and didn’t know where to get it. But I did find this knowledgebase article on Adobe, and it says:

    https://helpx.adobe.com/creative-suite/kb/error-application-manager-needed-cs5.html

    Solution 1: Install the AAM patch
    The AAM patch installs the correct version of the Adobe Application Manager. Select the patch from your operating system below:
    * Windows
    AAM_1.0_mul.exe
    * Mac
    AAM_1.0_mul.dmg

    However, there are no AAM patches linked there. The filenames are just plain text, and don’t go anywhere; nothing can be downloaded. And I can find no other solution that works, like some other people:
    https://forums.adobe.com/thread/669891

    Please help, what do I do?
    Thank you!

    Reply

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