Photoshop: Horribly broken installation

  • 1
  • Problem
  • Updated 6 years ago
  • (Edited)
Task at hand: Invert a color on a screenshot

Expected time to complete: 5 minutes

Actual time to complete: 2+ hours (so far)

Steps to reproduce:

- Launch CS5 Extended on MacBookPro 17"
-- Processor 2.2 GHz Intel Core i7, Memory 8 GB 1333 MHz DDR3, Graphics AMD Radeon HD 6750M 1024 MB, Software Mac OS X Lion 10.7.4 (11E53)

- Crash after startup (roughly 1 or 2 minutes of use)
-- Process: Adobe Photoshop CS5 [17283]
-- Path: /Applications/Adobe Photoshop CS5/Adobe Photoshop CS5.app/Contents/MacOS/Adobe Photoshop CS5
-- Identifier: com.adobe.Photoshop
-- Version: 12.0.4 (12.0.4x20110407.r.1265] [12.0.4)
-- Code Type: X86-64 (Native)
-- Parent Process: launchd [226]
-- Report Version: 9
-- Crashed Thread: 0 Dispatch queue: com.apple.main-thread
-- Exception Type: EXC_BAD_ACCESS (SIGSEGV)
-- Exception Codes: KERN_INVALID_ADDRESS at 0x0000000000000068

- Discover that there is an update (CS6)
-- Quickly realize that it's yet another upgrade

- Dutifully purchase update
-- $199 poorer
- Download update
-- 1 Gb, 3MBps connection, takes a long, long time
-- Work on a project in Xcode waiting for download to complete.

- Launch update
-- "Unable to install"
-- "This application cannot be installed because this installer has been mis-configured. Please contact the application author for assistance."
-- No crash report, nothing in the logs, useless error message
-- Told to "install Adobe Support Application"
--- Annoyed

- Download Adobe Support Application

-- Launch Adobe Support Application Installer
-- "Unable to install, misconfigured"
-- No crash report, nothing in the logs, useless error message
--- Very annoyed

- Reminded that a lot of Adobe stuff is poluted with their Air.
- Decide that perhaps Adobe Air is borked
- Download Adobe Air Installer
- Launch Adobe Air Installer
-- "This version of Adobe Air is already installed on this system"
--- Still just very annoyed

- Find that the FAQs and support docs aren't covering this situation

- Read some more forum posts

- Delete old Air installation as per instructions on the forum (RM -Rf, baby)
- Satisfied (for only a moment) that Air has been scrubbed

- Launch AA installer
-- Chuckle at the irony of the abbreviation
- "This version of Adobe Air is already installed on this system"
--- Reaching limit of very annoyed

- Unable to find original Disk Image (downloaded via the clunky in-app browser help support thing, which is still stylish).
-- Chuckle again at the "stylish" irony

- Go back to the [BLEEP]ing Adobe site (for the dozen-time this morning).

- Navigate to "recent" orders.
-- More chuckling
- Click link to download CS6 "Akami Installer" (the smaller size, hopefully with some P2P support that will speed up download process.
-- CAUGHT IN A [bleep]ING ENDLESS CYCLE OF "Where do you want to save the file?" DIALOG BOXES.
--- Angry

- Play the "click the 'OK' button and try to hit Command-Q hotkey fast enough to quit the application and not have the dialoging box appear again.

- Attempt to contact support
-- "Chat agent is busy and button will be shown when they are available."
-- Button doesn't ever appear
--- Not surprised

-- Shunted to "forum support"
-- Finally find "Contact tech support and report a bug" after dozens of dead-end links.

- Express extreme dissatisfaction in: paying for a product, not being able to install it, jump through a lot of unnecessary hoops trying to get it working (from only the instructions given during the installation process / web site - this doesn't include my own attempts by checking permissions, log files, etc.), and..

..spending TWO [BLEEP]ING HOURS TRYING TO INVERT A COLOR ON A SCREENSHOT.

- Kicks self and should have gone with his gut reaction and just stuck to GraphicConverter or Gimp in the first place.

- Copy and paste this "Community-powered support for Photoshop Family" posting to Google+ simply because it gives me a false sense of great entitlement coupled with a false belief that others will be angry (or at least think twice) when supporting Adobe's "mission" in the future.
-- Of which 90% of it has already been copied to the clipboard, over and over again while typing, as I'm fully expecting the "Post" button to erase this message.

- Anger levels increased when reflecting on the fact that I'm: not a pirate, trying to pay full retail price for an upgrade (of which I have regularly bought since >PHOTOSHOP 4 again.
Photo of Glenn Sugden

Glenn Sugden

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  • now laughing after my UPDATE, prior to that very close to nerd rage.

Posted 6 years ago

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Photo of Glenn Sugden

Glenn Sugden

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Here's the link for the complete post:

https://plus.google.com/1065715013844...
Photo of Jeffrey Tranberry

Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hey Glenn,

Looking through your posts on Google+, it looks like you're having multiple failures. My guess - and this is just a guess - is that there are permissions problems on your system. A quick and easy way to determine if this is the cause is to create a new Admin user and try and install and run Photoshop from the new user account.