Adobe products not opening on Windows 7 64-bit Dell Laptop

Servant-Leggie
Servant-Leggie used Ask the Experts™
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I have a new (ish) Dell laptop which came with Windows 7 64-bit. Loaded on the programs I needed, including an Adobe CS3 (I believe it's CS3) Suite which includes Photoshop, Indesign, etc.
It has worked perfectly for the last month or two. When I went to access Indesign last Friday, nothing happened. By nothing, I mean that I clicked on the icon on the desktop, the mouse cursor changed to the circle for a moment, and then the mouse cursor reverted to the arrow and no process showed in task manager under processes or applications when investigated.

To my knowledge, no hardware/ software updates have occurred recently.

I have tried accessing each program via its shortcut and through the start menu, but the same result occurs.

I have also tried going into properties>compatibility and running the program in Win XP (SP3) mode, even disabling visual themes, but no change.

Help?!

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Commented:
Problem might be caused by unwanted program at startup.

Try clean boot.

Clean boot process

Start-type - msconfig- click on startup tab- click disable all...then click services tab- put a check on hide all microsoft services ...and then click disable all....click ok and then restart the computer in normal mode.

If everything works fine in clean boot then enable five startup items and services at a time to find the faulty software.


Launch app in clean boot mode.



Ded9
Have you tried updating the suite with the adobe updater. Although CS3 is great it is not really made for W7 and might therefore need some upgrades to run.

Top Expert 2014

Commented:
One of the most consistent fixes I've found for when Adobe apps won't start or are behaving erratically is to clear their preferences.   You can do this by press CTRL+SHIFT+ALT while starting InDesign (or Photoshop or whatever).
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Author

Commented:
Thanks guys, I'll get a chance to try these fixes tomorrow so will let you know how I go. Footech, do you mean that you hold down CTRL + SHIFT + ALT and then open InDesign, etc?
Top Expert 2014

Commented:
I don't remember clearly if it matters whether you press them before clicking on the icon to launch or right after (I think after).  But just hold them down until a prompt comes up asking to if you want to delete the preferences.

Author

Commented:
ded9, gave this a shot but no change.

grotejoost, is there a way to update Adobe other than through the program that I can't open? Sorry if this is a stupid question, but I'm not in front of the PC in question atm.

Footech, I gave this a shot but didn't get a message asking me whether I wanted to clear/ delete the preferences. In fact, no message at all.

I remember now that it was actually a long while back that I installed this onto the PC (let's say 12 -18 months ago) and have had absolutely no hiccups until now. While the suite is often recognised as CS3, I think it is actually CS2 Premium or something which got rebadged as CS3. Of the three main programs in this suite (Photoshop, Indesign &... ah, I've gone blank now), Photoshop seems to almost be able to load up but the a Windows message comes up saying that the programs needs to be shut down, but the others won't start at all.

Hope the extra info helps to pin this issue down.

Commented:
Might be account corruption issue...did u try new user account.


Ded9
Top Expert 2014

Commented:
If you have task manager (or better yet Process Explorer) open when you try to start the program, do you see the process open and then close/crash?  If the process closes too quickly you may not even get to the point where you can clear the preferences.  You can delete the files manually, but there are different files for different preference areas, so it'd take a bit of investigation to locate the right ones.  Since you say Photoshop gets the furthest, you might try the CTRL+ALT+SHIFT combo (launch program then hold) with it.

A quick run of "chkdsk /f" is never a bad idea in these situations.

Another idea, how about running a repair of the install from Control Panel > Programs?

Author

Commented:
ded9, there is another profile on the PC and I did try opening the programs through that same program with the same results.

Footech, I'll give Photoshop a go again and will let you know. Same goes for checkdisk /f (or /r which is my preference). Program has been uninstalled and reinstalled since the issue occurred, but I'm will to try a straight repair as I know Adobe products can be... interesting... in the way they do/ n't respond as you expect/ wish.

Commented:
Download trial version of youruninstaller

http://www.ursoftware.com/dlds/yusetup.exe

Select super mode ...it will go through three stages..complete them..restart the computer and then install the application.


Ded9

Author

Commented:
Thanks, ded9, I'll give that a go shortly and will let you know the result.

Author

Commented:
ded9, gave this a try, but no change.

Commented:
Might be account corruption...create a new user account...reboot the computer..login under the new account and check.


Ded9

Author

Commented:
Just created a new account and tried to access... sorry, no change. I feel as through a repair reinstall of Windows 7 is in order..., except that Windows 7 doesn't have the repair reinstall function (only an 'install over itself and name the windows folder to windows.old' function).

Do you think that that's my next, best step? I feel it's a bit drastic, although now I'm finding that Acrobat isn't working either (Grrr, ADOBE!!)

Commented:
Windows 7 has a repair option

Steps on how to do repair install

Boot to desktop...insert the windows 7 disc...launch setup...click upgrade option....this will repair your windows install... complete the repair install.

You will not loose any data or programs during the repair install process



Ded9

Commented:
Before u try repair....did u uninstall your security software..reboot the computer and then launch adobe.


Ded9

Author

Commented:
ded9, Champ! Thanks for the info on repair reinstall - this one stumped me 'til now! Out of curiosity, and off-main topic, is there a wayto run a repair reinstall of Win7 if your PC is toast and you can't boot into windows?

Re: AV, no, I didn't uninstall before Adobe un-/ re-install. I use NOD32 which is awesome and has never conflicted with any software, but you're right to say that I should give it a try. I'll have a go tonight and will let you know how I fare.

Commented:
From vista to win7 u have to boot to desktop..in order to perform repair....only in xp u can boot from cd to perform repair.

There are lots of steps u can perform if u are not able to boot win7...


I think... uninstalling  all security software ...then restart the computer.. now launch adobe...this should fix your problem...make sure you have uninstall security software that u have installed.



Ded9

Author

Commented:
Ded9, I uninstalled the security software, restarted, reinstalled Adobe and the same result occurred. I've settled on a repair reinstall and will let you know how it has gone (from experience, something would have to be pretty broken for this not to work!).

Author

Commented:
As an update, I ran the repair install and no change was seen. This is bizarre!! As follow-up to that, I have installed & run the CS5 suite and it's now working like a charm... as a trial, at this stage. Surely that wouldn't be necessary after if having worked so well for 1-2 years. I keep wondering whether the fact that it's a 64-bit copy of Windows running a 32-bit copy of Adobe software has something to do with it, but I feel like I'm clutching at straws at that point.

Thoughts?

Commented:
If its 64bit or 32bit issue then u can try to install the old program in compatibility mode.

Uninstall the program first...reboot..then right click on the program setupfile...properites...compatibility..select xp from the list..click ok...then install the software.



Ded9

Author

Commented:
ded9, tried starting Photoshop CS3 (CS2 Premium) in compatibility mode, but same result.

Since I have installed the CS5 trial and it's working a treat, here's my question. As I have CS3 (CS2 Premium), would installing the CS5 update (US$300, compared with the full version @ $1600-or-so, be recommended? Would it be likely that I see the same issues appear after the upgrade? I understand that this is just best-guess territory until we isolate the exact problem with the existing CS3 software, but I'd be interested in your thoughts as I quite like CS5 over CS3 (no surprise with extra features and the usual refinements) and am prepared to upgrade.

Commented:
I would recommend using the old version ...sounds like registry corruption...backup data and reinstall windows.

Do not install any spyware or unwanted security software after clean install...you can install microsoft security essentials which is free....it wont corrupt your registry.



Ded9

Author

Commented:
ded9, I do want to upgrade to the newer version, so will do that regardless. Do you think the registry would have been fixed, however, through a repair reinstall? I would have thought so.
Commented:
You can upgrade to a new version...dont worry about registry corruption because it will get fixed automatically ...when u install the new version.


Ded9

Author

Commented:
Hi ded9, thanks for your efforts - I will do this and the end of the trial which I am currently using and which is working brilliantly so far.

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