CS4 upgrade install won't run on Mac

kathyp · 10-26-2009, 10:12 PM

CS4 upgrade install won't run on Mac

Hi. I need to upgrade CS4 (Design Premium) (upgrade from CS3) on an iMac. However, when I put in the Application 2 DVD, it gets as far as the "Preparing to install..." screen, with "Quit" and "Install" buttons at the bottom. No error messages, it just stops.I've left it for more than 20 minutes now and it's still at this stage. No error messages or other hints of any kind.

I can still move the arrow/cursor so I don't think the Mac is locking up.

This has happened with upgrades both on DVD, and downloaded from Adobe's site right after purchasing them. I purchased the upgrade online last week, hoping to upgrade fast. But when the downloaded installer didn't work, Adobe agreed to send me the upgrade on DVD in case the downloaded installer had been corrupted or otherwise screwed up.

The iMac is running OS X 10.5.8. Processor is 3.06 GHz Intel Core 2 Duo. Memory is 2 GB 800 MHz DDR2 SDRAM (all from "About This Mac")

CS3 has run with no problems on this machine and I am not aware of any other issues that this Mac is having. I just need to upgrade so I can handle CS4 files from clients or vendors.

I have a MacBookPro that I can try installing on but I use the MacBookPro more than the iMac. I'd really rather not have it disabled or tied up with an upgrade that takes a long time to install.

Twenty minutes and counting on hold with Adobe's phone support. VERY frustrating and disappointing.

Any help or advice would be much appreciated. Thanks.

Audentia · 10-26-2009, 10:41 PM

Adobe's phone support is some of the best around in my opinion. I know it sucks to stay on hold but it is your best bet.

Craig B · 10-26-2009, 10:53 PM

I'd see what tech support says but this clean script may help. I dug around because my first thought was you may have had a trial version interfering with the install.

**garricks** · 10-27-2009, 12:29 AM

The exact same thing happened to me when I tried to upgrade...it turned out the optical drive was going bad. Once I replaced it (thanks, AppleCare!) it was fine.

kathyp · 10-27-2009, 06:31 PM

Hi. I need to upgrade CS4 (Design Premium) (upgrade from CS3) on an iMac. However, when I put in the Application 1 DVD, it gets as far as the "Currently installing Adobe AIR" step and then appears to stop. I've left it for more than an hour now and it's still at this stage. No error messages or other hints of any kind.

I can still move the arrow/cursor so I don't think the iMac is locking up.

This has happened with upgrades both on DVD, and downloaded from Adobe's site right after purchasing them. I purchased the upgrade online last week, hoping to upgrade fast. But when the downloaded installer didn't work, Adobe agreed to send me the upgrade on DVD in case the downloaded installer had been corrupted or otherwise screwed up.

The iMac is running OS X 10.5.8. Processor is 3.06 GHz Intel Core 2 Duo. Memory is 2 GB 800 MHz DDR2 SDRAM (all from "About This Mac")

CS3 has run with no problems on this machine and I am not aware of any other issues that this Mac is having. I just need to upgrade so I can handle CS4 files from clients or vendors.

I have a MacBookPro that I can try installing on but I use the MacBookPro more than the iMac. I'd really rather not have it disabled or tied up with an upgrade that takes a long time to install or won't work properly.

Can't get through to Adobe's phone tech support or even customer service. On-hold times upwards of 45 minutes. VERY frustrating and disappointing.

Any help or advice would be much appreciated. Thanks.

Audentia · 10-27-2009, 06:37 PM

Didn't you post the same problem on this thread yesterday?

http://www.graphicdesignforum.com/fo...ad.php?t=49380

**garricks** · 10-27-2009, 06:48 PM

Merged, to avoid confusion.

Audentia · 10-27-2009, 08:15 PM

Thanks Badger Mod!

Kathy - I know you're frustrated with Adobe support, but they really are the best equipped to deal with this problem for you.
The only other thing I can think of to suggest is uninstall your CS3, assuming it's the first, original install and then try your upgrade again after that reinstall. But that is time consuming and may not even work...

**PrintDriver** · 10-27-2009, 08:34 PM

http://kb2.adobe.com/cps/497/cpsid_49755.html

According to this, if your machine doesn't meet the minimum requirements on the box (have 2 gigs of ram,) it stalls and will not load. You get a blank error message depending on your version of Safari.

Craig B · 10-27-2009, 08:57 PM

PD the OP mentioned they have 2Gb of ram. Kathy did you try the clean install script I linked to?