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blog:cs4 [2009/11/19 01:02]
moleski
blog:cs4 [2017/07/13 20:33] (current)
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 +====== The Problem: Adobe CS4 installers fail ======
 +This article is an effort to share what I learned from 12.5 hours of debugging. It was a long, hard day's work.  I hope I can spare others some of the anguish I went through.
  
 +===== The situation =====
 +  * **Goal:** Install Dreamweaver CS4 and Flash CS4.
 +  * **Hardware:​** Intel Core 2 Duo CPU @ 2.53 GHz, 6 GB RAM, 480 GB free on a RAID array.
 +  * **OS:** Vista x64, SP2, fully updated as of 17 November 2009.
 +
 +===== The hateful and practically useless error message =====
 +It took a while, but after several failed installations of Dreamweaver and Flash, I had bollixed up my machine so badly that the installer wouldn'​t even get started. ​ After checking the environment,​ it would fail with one of the least informative error messages I've ever seen in my life: //"​Setup has encountered an error and cannot continue. ​ Contact Adobe Customer Support for assistance."//​
 +
 +===== Read the @#$%*&! error log =====
 +After six or seven hours of trying many things that didn't work (see below), I found the error logs for the Adobe installers.
 +
 +They are kept in ''​C:​\Users\moleski\AppData\Local\Temp\''​ and have a file name that ends in "​.LOG"​. ​ Here are the logs from that Temp folder:
 +<​code>​
 +MSI18f82.LOG
 +MSI1b955.LOG
 +MSI1d0a8.LOG
 +MSI2339d.LOG
 +MSI2affd.LOG
 +MSI2de9b.LOG
 +MSI31ae0.LOG
 +MSI31d02.LOG
 +MSI3250f.LOG
 +MSI32510.LOG
 +MSI3f620.LOG
 +MSI5400c.LOG
 +MSI57a4d.LOG
 +MSI5f69d.LOG
 +MSI69fb8.LOG
 +MSI6aed5.LOG
 +MSI7703f.LOG
 +MSI83978.LOG
 +MSI84c12.LOG
 +MSI85caf.LOG
 +MSI87290.LOG
 +MSI91d70.LOG
 +MSI93755.LOG
 +MSIb2a69.LOG
 +MSIb335f.LOG
 +MSIb66cd.LOG
 +MSIcacc3.LOG
 +MSIda256.LOG
 +MSIe20e8.LOG
 +MSIff141.LOG
 +</​code>​
 +
 +The very first line of the logs invariably looked something like this:
 +<​code>​
 +Error 1402.
 +
 +Could not open key: 
 +UNKNOWN\Components\DA42BC89BF25F5BD0AF18C3B9B1A1EE8\142EFA41E6CFBDF4CB0AA76D4F791417.  ​
 +
 +System error 5.  Verify that you have sufficient ​
 +access to that key, or contact your support personnel.
 +</​code>​
 +
 +**So this was the cause of the problem:** //The installers could not complete the installation because they could not access or modify certain keys in the registry.//
 +
 +====== The Solution: fix registry key ownership/​permissions ======
 +A [[http://​www.google.com/​search?​hl=en&​q=%22Error+1402%22+%22Could+not+open+key%22&​sourceid=navclient-ff&​rlz=1B3GGGL_enUS300US300&​ie=UTF-8|Google search for "Error 1402" and "Could not open key"]] ultimately led to the final solution. ​ [[http://​www.wissamidrissi.com/​2008/​02/​error-1402-could-not-open-key-solution.html|The very first page from the search (Wissam'​s Blog)]] actually contained the solution, but I made a mistake trying to get it to work (view the [[http://​screencast.com/​t/​YzA1YTM4N|podcast]] now if you can't stand the excitement).
 +
 +I tried several other suggestions found in the Google Search along the way that I've pretty much forgotten about--re-registering some .dlls was the one that I thought might be the silver bullet, but it wasn'​t.  ​
 +
 +===== Things that didn't work for me =====
 +==== Trying different installation media ====
 +  * My first attempt to install the software used two CDs made for me by ITS.  I got Dreamweaver installed with some errors in support software from the first CD; the CD for Flash never succeeded at all.
 +  * I then downloaded demo versions of the programs from Adobe. ​ I tried extracting the files to various and sundry locations when the preceding experiment failed. ​ I can remember at least four locations I tried, although I fooled around with some other permutations,​ too:
 +    * Desktop.
 +    * ''​c:​\bin\backup\Adobe''​.
 +    * ''​c:​\tmp\''​.
 +    * A new DVD constructed especially for the Flash installation files.
 +
 +==== Adobe Support Adviser ====
 +Early in the day, I had installed [[http://​www.adobe.com/​support/​loganalyzer/​|Adobe'​s log analyzer.]] ​ Not once did it provide any useful information to me whatsoever. ​ It did send reports to Adobe each time I ran it.  I stopped running it after a while. ​ It just slowed things down on my end.  I didn't need Sancho Panza agreeing with me that I had a problem and volunteering to send that message off into the void.  I needed some information.
 +
 +==== Windows Installer Clean Up Utility ​ ====
 +  * [[http://​support.microsoft.com/​kb/​290301]]
 +  * Didn't help.
 +
 +==== Adobe CS4 Clean Script ====
 +  * [[http://​www.adobe.com/​support/​contact/​cs4clean.html|CS4InstallerDatabaseUtility.exe]]
 +  * Didn't help.
 +
 +==== Adobe Customer Support ====
 +  * The chat room sent me to the ALV folks.
 +  * The ALV folks sent me to tech support.
 +  * Tech support had me try a number of experiments. ​ We got disconnected and I had to go back to ALV to get reconnected to the techies. ​ No joy:
 +    * Delete various and sundry files.
 +    * Restart services with msiexec.
 +    * Create a new user with admin privileges and try reinstalling as that new user.
 +    * Turn off firewall and reboot (I had done that way early in the day--my firewall was off the whole time after the first failure).
 +    * Download and extract fresh copies of the software (888 MB for Flash; I did this three or four times).
 +    * Attempt installation of [[http://​www.microsoft.com/​downloads/​details.aspx?​familyid=5A58B56F-60B6-4412-95B9-54D056D6F9F4&​displaylang=en|Microsoft Windows Inaller 4.5]] (none of the versions worked on my setup).
 +
 +The second techie threw in the towel. ​ He guessed that there was something wrong with trying to run the installers on a 64-bit OS.  I didn't fight him.  It seemed like a reasonable hypothesis and it was dinner time.
 +
 +==== Enable Vista Administrator account ====
 +[[http://​lifehacker.com/​341521/​enable-vistas-administrator-account]]
 +At a command prompt, enter the following:
 +
 +<​code>​
 +net user administrator /active:yes
 +</​code>​
 +
 +Vista will allow at least one login as Administrator after this command is run.
 +
 +In order to keep the "​real"​ Administrator account active, all other accounts have to be stripped of administrator privileges.  ​
 +
 +Even under the "​real"​ Administrator account, I couldn'​t install the software--not even when running the installer as administrator on top of BEING the Administrator.
 +
 +As things turned out, I'm not sure this step was necessary. ​ I did do most of my registry fixing logged in as the real Administrator and also opening regedit with administrator privileges.
 +
 +==== secedit ====
 +I ran both the [[http://​support.microsoft.com/​Default.aspx?​id=313222#​FixItForMe|"​Fix it for me"]] utility and the [[http://​support.microsoft.com/​Default.aspx?​id=313222#​LetMeFixItMyself|manual method]]. ​ "Fix it for me" worked better than the command line, but neither one affected the broken installation keys.  ​
 +<​code>​
 +secedit /configure /cfg %windir%\inf\defltbase.inf /db defltbase.sdb /verbose
 +</​code>​
 +I remain convinced that this //should have worked// and I am suspicious that I did something that prevented secedit from resolving the situation. ​ I'm not going to rebreak my system in order to give secedit a third time at bat.  Maybe it will work on your system.
 +
 +===== What worked for me =====
 +==== Find the broken key ====
 +Once I stumbled across the raw error logs and started reading them, the trail to the summit came into view.  The error logs quite plainly explained what the error was--inaccessible registry keys.  All I had to do was learn how to fix the keys and all would be well.
 +
 +Which, in the event, turned out to be something like saying, "All you have to do is keep taking one step at a time in order to get to the top of Mt. Everest."​
 +
 +=== Open regedit with admin privileges ===
 +  * Click on Start icon.
 +  * Type ''​regedit''​ into the command field.
 +  * Wait.
 +  * Right-click on ''​regedit.exe''​.
 +  * Click on ''​Run as administrator''​.
 +{{:​blog:​ap-02.png|}}
 +=== Search for the key ===
 +The ID of the broken key is the last string in the error log.  From the example above, it is ''​142EFA41E6CFBDF4CB0AA76D4F791417''​. ​ The parent of the broken key is ''​DA42BC89BF25F5BD0AF18C3B9B1A1EE8''​.
 +
 +**To search:**
 +  * Edit
 +  * Find
 +  * Paste in one string or the other.
 +  * Click on ''​Find next''​.
 +{{:​blog:​ap-03.png|}}
 +
 +=== Take ownership of the registry key ===
 +
 +This turned out to be a little tricky. ​ The first time I tried it, I failed because I clicked on the box that said "​replace owners on subcontainers and objects." ​ Dave Bagwell says that didn't work because the keys I wanted to modify didn't HAVE any subcontainers or objects. ​ Hours later, I came back and tried again, this time leaving that check box alone. ​ The installers started to work a little longer before throwing in the towel with the **World'​s Most Useless @#$%*&! Error Message**.
 +
 +[[http://​screencast.com/​t/​YzA1YTM4N| A video tutorial showing how to gain ownership and change permissions.]]
 +
 +=== Rinse and repeat ... ===
 +... over and over and over again.
 +
 +Each time the installer failed, I'd find the most recent log, read the first line, and go looking for another broken key.  It took a while, but eventually I corrected them all by hand, one at a time, and both Dreamweaver and Flash and all their component parts installed successfully.
 +
 +**There MUST be a better way.** ​ I just didn't find it.  This is what worked for me this time.  It's kind of a proof of concept. ​ The problem was in the registry; changing ownership and permissions on the registry keys allowed the installers to run.  There should be a way to automate the process.
 +
 +====== Feedback welcome ======
 +
 +[[moleski@canisius.edu|Send me an e-mail]] if you have comments or suggestions.
 
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