Troubleshoot installation problems (Photoshop CS2 on Windows)

What's covered

* Beginning troubleshooting
* Intermediate troubleshooting
* Advanced troubleshooting

This document can help you to resolve system errors that occur while you use Adobe Photoshop CS2 on Windows XP. System errors can manifest in many different ways, including (but not limited to) the following:

* A blank or flickering dialog box
* A frozen cursor or screen
* A blue screen
* An unexpected restart
* An error such as
o "X:\ unavailable." (where "X" is the drive letter for your CD-ROM drive)
o "Device not ready."
o "Error reading CD-ROM."
o "Error reading device X:\" (where "X" is the drive letter for your CD-ROM drive.)
o "General File Transfer error."
o "Isset_se caused a General Protection Fault in Setup.exe."
o "MS Setup Toolkit API Error, Bad Arg 3:AddSectionFiles to CopyList."
o "Not enough disk space on target drive while decompressing to [pathname]."
o "Setup is unable to initialize the setup program. There may be a scripting error."
o "Setup is unable to load the installation script file."
o "Unable to create a directory under C:\Windows\System. Please check write-access to the directory."
o "_INS0432 caused an invalid pagefault in module kernel32.dll at [memory location]."
o "_INS5576 caused an Invalid Page Fault in zdatai51.dll."

Note: If you attempt to install Photoshop CS2 to a drive that doesn't have the minimum required space available, the installation will fail. You must then completely reinstall to another location that has sufficient free space.

Many different factors can cause system errors, including conflicts among device drivers, applications, operating system settings, hardware, and corrupt elements in specific files. Although a system error may occur only when you work with Photoshop CS2, Photoshop CS2 may not necessarily be the cause--it may be the only application that uses enough memory or processor cycles to expose the problem.

To benefit most from this document, perform the tasks in order. Keep track of the tasks that you perform and the results of each, including errors and other problems. Adobe Technical Support can use this information to better assist you if you need to call.

Note: The Windows XP procedures in this document are based on the default interface of Windows XP. If the interface is customized, some procedures may vary. For example, a commonly encountered difference is the navigation to Control Panel from the Start menu: You may navigate Start > Settings > Control Panel instead of Start > Control Panel.
Beginning troubleshooting

The tasks in this section can help you resolve the most common system errors. Before performing any of these tasks, back up all personal files (for example, Photoshop CS2 files you created). Always restart the computer after a system error occurs to refresh system memory. Continuing to work without restarting the computer may compound the problem.

Note: Some of these procedures require you to locate hidden files and hidden folders. Some procedures require you to locate files by their full file names, which include extensions (for example, example_filename.ini). By default, Windows Explorer doesn't show hidden files, hidden folders, and file name extensions that it recognizes.

To show hidden files, hidden folders, and all file name extensions in Windows Explorer:

1. In Windows Explorer, choose Tools > Folder Options.
2. Click the View tab in the Folder Options dialog box.
3. In Advanced Settings, select Show Hidden Files And Folders.
4. Deselect Hide Extensions For Known File Types.
5. Click OK.

1. Make sure that the system meets the minimum requirements for Photoshop CS2.

Photoshop CS2 may not run correctly on a system that doesn't meet the following requirements:

Photoshop CS2 (purchased as a stand alone product)

* Intel Xeon, Xeon Dual, Centrino, Pentium class III or 4 processor
* Microsoft Windows XP with Service Pack 1 or 2 or Windows 2000 with Service Pack 4
* 320 MB of RAM (384 MB recommended) *
* 650 MB of available hard-disk space
* 1024 x 768 monitor resolution with 16-bit video card
* CD-ROM drive
* Internet or phone connection required for product activation

Photoshop CS2 (purchased as part of Adobe Creative Suite 2)

* Intel Xeon, Xeon Dual, Centrino, Pentium class III or 4 processor
* Microsoft Windows XP with Service Pack 1 or 2 or Windows 2000 with Service Pack 4 *
* 384 MB of RAM to run any one creative application with Adobe Bridge & Version Cue Workspace
* Additional RAM required to run multiple applications simultaneously (512 MB to 1 GB recommended)
* 2 GB (Standard Edition) and 3 GB (Professional Edition) of available hard-disk space to install all applications
* 1024x768 monitor resolution with 16-bit or greater video card
* CD-ROM drive
* For Adobe PostScript printers: Adobe PostScript Level 2 or PostScript 3
* Internet or phone connection required for product activation
* Broadband internet connection required for Adobe Stock Photos and additional services
* QuickTime 6.5 required for multimedia features

* To check how much RAM is installed, right-click on My Computer and go to Properties. RAM is listed in the General tab.

**For help troubleshooting installation problems for the entire Creative Suite CS2 refer to document 331298 , "Troubleshoot installation problems (Adobe Creative Suite 2.0 on Windows)."

2. Troubleshoot activation problems.

If you are experiencing any problems with activation, please refer to document 331419 , "Troubleshoot activation problems (Acrobat 7.0, Adobe Creative Suite 2.0 on Windows)."

3. Delete previously installed application files.

To delete files from a previous Adobe Photoshop CS2 installation attempt.

1. Remove all personal files (for example, images or third-party plug-ins) from the Photoshop CS2 folder and its subfolders.
2. Choose Start > Settings > Control Panel, double-click Add/Remove Programs, select Photoshop CS2*, and then click Change/Remove.
3. . Delete the Photoshop CS2 folder, Adobe Help Center, Adobe Bridge and the Adobe Stock Photos folder (for example, the Program Files\Adobe\Photoshop CS2 folder) if the installer didn't delete it.**
4. Click Yes in the Confirm Folder Delete dialog box.
5. Empty your recycling bin and restart your computer.

* If you installed Photoshop CS2 as part of the Adobe Creative Suite 2, then do the steps as described above, but in the Add/Remove Programs select the Adobe Creative Suite 2 and click Change/Remove. This will take you to a screen where you can choose which applications to remove. Choose the Photoshop CS2 program and proceed with the removal described above.

**For more information on manually removing Photoshop CS2 from your machine, please refer to Document 331405 , "Manually remove Photoshop CS2 (Windows)."

4. Log in as Administrator before installing Photoshop CS2.

In Windows XP or 2000, you must be logged in with local (that is, machine) Administrator rights to install Photoshop CS2. If you don't have administrator rights, contact your system administrator for assistance.

5. Check the CD and CD-ROM drive.

Dust or dirt on a CD can interfere with an installation and prevent the CD-ROM drive from recognizing the CD. Examine the Photoshop CS2 CD for dirt, dust, or fingerprints. Gently wipe the bottom of the CD from the center outward with a soft, lint-free cloth.

Verify that the CD-ROM drive can read other CDs. If it can't, examine the CD caddy or loading tray for dirt, and clean it with a lint-free cloth. If it still can't read other CDs, contact the CD-ROM drive manufacturer or the computer manufacturer.

6. Install Photoshop CS2 from the desktop.

1. Create a new folder on the desktop and name it Photoshop CS2 .
2. Put the Photoshop CS2 CD in the CD-ROM drive, and then hold down the shift key to disable autoplay.
Note: If autoplay starts, click cancel to close the autoplay window.
3. Browse to the CD drive on My Computer, right-click on the CD drive, and then choose Open.
4. Drag the contents of the CD and drop them into the Photoshop CS2 folder that you created on the desktop.
5. Close the CD and remove it from the CD drive.
6. Double-click Setup.exe in the Photoshop CS2 folder on the desktop to run the installer.

7. Disable Autoplay, and install Photoshop CS2 manually.

Autoplay is a program that starts a CD-ROM automatically when you insert it into a CD-ROM drive. An installation can fail if an installer's Autoplay program conflicts with a system component.

To disable Autoplay and install Photoshop CS2 manually:

1. While you insert the Photoshop CS2 CD into the CD-ROM drive, press the Shift key for ten seconds. If you release the key too soon and Autoplay starts, click Quit to exit Autoplay. You may need to click Next and advance to the next screen to access the Quit button.
Note: In Windows XP, if a FilterKeys window appears, release the Shift key and click Cancel. FilterKeys is a Windows Accessibility option that displays a dialog box when the right Shift key is held down for eight seconds.
2. Right-click the CD-ROM drive on the computer, and choose Explore from the pop-up menu. (Don't double-click the drive, or AutoPlay will start.)
3. Double-click the Setup.exe file in the Adobe Photoshop CS2 folder on the CD, and follow the on-screen instructions to install Photoshop CS2.

8. Install the latest version of Photoshop CS2.

The latest version of Photoshop CS2 may be more compatible with the operating system and drivers. Before you install an update or upgrade, make sure that the system meets the requirements for the update. Adobe Photoshop CS2 installs the Adobe Update Manager which checks for updates each month through your internet connection. The Update Manager will alert you when there is an update available for your application on adobe.com. If your machine is not normally connected to the internet , you should check the Adobe web site periodically for updates to Photoshop CS2.

Free Photoshop CS2 updates may be available from the Adobe website at www.adobe.com/support/downloads. An upgrade, however, may solve a wider range of problems. (You may prefer to try the tasks in the rest of this document before upgrading.) You can purchase upgrades from Adobe Authorized Resellers and from Adobe directly:

-- To locate an Authorized Reseller, visit the Adobe website at http://partners.adobe.com/resellerfinder/na/reseller.jsp .

-- To purchase an upgrade from Adobe, visit the Adobe Store at http://store.adobe.com/store .

9. Install current Windows service packs and other updates.

Updates to the Windows operating system improve its performance and compatibility with applications. You can obtain Windows service packs and other updates from the Microsoft website at www.windowsupdate.com . For assistance installing service packs and other updates, contact Microsoft technical support.

If you've reinstalled an application or the Windows operating system after installing the latest Windows update, reinstall the update. Some applications install commonly used system files, overwriting the updated versions installed by the Windows update.

10. Re-create the Photoshop CS2 preferences file.

Re-create the Photoshop CS2 preferences file to eliminate problems that a damaged preferences file might cause.

To re-create the Photoshop CS2 preferences file:

1. Quit Photoshop CS2.
2. Rename the Adobe Photoshop CS2 Prefs.psp file (for example, to Photoshop CS2 .old) in the Photoshop 9 folder which will usually be located at C:\Documents and Settings\ [user name] \Application Data\Adobe\Photoshop\9.0\Adobe Photoshop CS2 Settings
3. Start Photoshop CS2. Photoshop CS2 creates a new preferences file.

If the problem continues, the preferences file isn't the cause. To restore custom settings, delete the new preferences file and restore the original name of the previous preferences file.

11. Run Photoshop CS2 while no other applications are running.

Some applications may cause system errors or freezes when running concurrently with Photoshop CS2. Before starting Photoshop CS2, disable other applications, including startup items (items that start automatically with Windows).

To disable startup items:

1. Quit all applications.
2. Choose Start > Run, and type msconfig in the Open text box. Click OK.
3. Click the Startup tab, and click Disable All.
4. Select any startup items that are essential for testing the problem. If you are unsure whether an item is essential, leave it deselected (disabled).
5. Click OK, and restart Windows.
6. Right-click to close or disable any items in the Notification Area (called the System Tray in earlier versions of Windows).

Then, try to re-create the problem:

* If the problem doesn't occur, one of the disabled startup items conflicts with Photoshop CS2. Reenable startup items one at a time, testing each time until you determine which item conflicts with [product]. Then contact that item's developer for an update, if available.
* If the problem does occur, startup items aren't the cause and you can reenable them:
1. Choose Start > Run, and type msconfig in the Open text box. Click OK
2. Click the Startup tab, and click Enable All.
3. Click OK, and restart Windows.

12. Install Photoshop CS2 to a different hard disk after disabling startup items and installing from the hard disk.

Hard disk problems can prevent Photoshop CS2 from installing correctly. By installing Photoshop CS2 to a different physical hard disk, you can verify if the original hard disk is preventing installation. First, completely remove temporary files and Photoshop CS2 from the hard disk.

To install Photoshop CS2 to a different hard disk after disabling startup items:

1. Complete steps 1-7 in task 9.
2. Open the Photoshop CS2 folder on the hard disk, and double-click the Setup.exe file. Follow the on-screen instructions until you reach the Adobe Photoshop CS2 Components window.
3. Click Browse in the Destination folder section, and select a different hard disk in the Choose Folder window. Click OK, and then follow the on-screen instructions.

13. Install Photoshop CS2 to a folder at the root level of the drive.

Create a new folder at the root level of the drive, and make sure that the folder name has eight or fewer characters (for example, C:/ Photoshop) and doesn't include special characters, such as "#." Also, make sure that the path name to where Windows is installed doesn't contain special characters. (See task 6 for instructions.)

14. Set a PostScript printer as the default.

To determine if the printer driver for the current default printer conflicts with Photoshop CS2, install a printer that uses a PostScript printer driver, and then set that printer as the default. (In Windows, you can install a printer that isn't a physical piece of hardware.) If the problem doesn't recur, the printer driver that you were using previously conflicts with Photoshop CS2; contact the printer manufacturer for an updated driver.

To install a printer that uses a PostScript printer driver:

1. Download the installer for the Adobe PostScript printer driver (AdobePS) from the Adobe website at www.adobe.com/support/downloads/pdrvwin.htm .
2. Double-click the installer file, and then follow the on-screen instructions.

To set a printer as the default:

1. Choose Start > Printers and Faxes.
2. Right-click the printer, and then choose Set as Default Printer from the pop-up menu.

15. Troubleshoot third-party plug-ins.

Remove third-party plug-ins from the Photoshop CS2 plug-ins folder, and then restart Photoshop CS2. If the problem recurs, move the plug-ins back to the Photoshop CS2 plug-ins folder and proceed to the next section of this document, Intermediate Troubleshooting . If the problem doesn't recur, identify and address conflicting plug-ins.

To identify and address conflicting plug-ins:

1. Move one third-party plug-in back to the Photoshop CS2 plug-ins folder.
2. Restart Photoshop CS2, and try to re-create the problem.
3. If the problem doesn't recur, begin again at step 1. If the problem does recur, contact the developer of the plug-in that you last moved, and inquire about an update.

Intermediate troubleshooting

If the tasks in the previous section don't solve the problem, try the following intermediate troubleshooting tasks.

16. Run Photoshop CS2 in a new user account.

Create a new user account that has the same permissions as the account that you use when the problem occurs. If the problem doesn't recur, the original user account may be damaged. For instructions on creating a new user account, see To add a new user to the computer in Windows Help or contact your system administrator.

17. Update the video card driver.

Many video card manufacturers frequently update their software drivers. If you haven't recently updated the video card driver, contact the video card manufacturer for an updated driver, or download one from the manufacturer's website. (To determine the manufacturer of a video card, view the card's properties in Device Manager.) You can often determine if the video driver is outdated by changing the color depth and resolution of the video card or by disabling graphics hardware acceleration.

To change the color-depth and resolution:

1. Choose Start > Control Panel (Windows XP) or Start > Settings > Control Panel (Windows 2000), and then double-click Display.
2. Click the Settings tab.
3. Change the color depth using the Color quality menu:
* - If the current color depth is 16-bit or 32-bit, choose True Color (which may be designated as 24-bit color; 16,777,216 colors; or millions of colors).
* - If the current color depth is True Color, choose 16-bit or 32-bit color.
4. Change the resolution using the Screen resolution menu:
* - If the current resolution is 1024 x 768, move the slider to a different resolution, such as 800 x 600 or 1280 x 1024.
* - If the current resolution is not 1024 x 768, move the slider to 1024 x 768.
Note: Although Photoshop CS2 requires a screen resolution of at least 1024 x 768, you may test your video card driver by temporarily using the resolution of 800 x 600. At this setting, however, you won't see the entire Options bar. Many new video display cards do not support 800 x 600 resolution.
5. Click Apply, and then click OK.
6. Restart Windows and Photoshop. If changing the color-depth and resolution of the video card fixes the problem, contact the video card manufacturer for an updated driver.

To disable graphics hardware acceleration:

1. Choose Start > Control Panel > Display.
2. Click the Settings tab.
3. Click Advanced.
4. Click the Troubleshoot tab.
5. Move the Hardware Acceleration slider to None.
6. Click Apply and then click OK to accept the new setting and close the dialog box
7. Click OK to close the Display Properties dialog box.
8. Restart Windows and Photoshop CS2. If the problem no longer occurs, contact the video card manufacturer for an updated driver.

18. Verify that other device drivers are compatible with Windows.

If updating the video card driver doesn't resolve the problem and you are running Windows XP, verify that all other device drivers are compatible with Windows XP. Device drivers are software files that allow Windows to communicate with devices such as scanners, mouse devices, and keyboards. Contact the device manufacturer to make sure that you are using the latest driver for it.

To check for device driver problems:

1. Choose Start > Control Panel (Windows XP) or Start > Settings > Control Panel (Windows 2000), and then double-click System.
2. Click the Hardware tab, and then click Device Manager.
3. Click the plus sign (+) to the left of each device type.
4. If a device appears with a black exclamation mark (!) in a yellow circle, right-click that device, and choose Properties from the menu.
5. Note the properties for the device:

-- Check the Device Status field: If the device isn't working properly, information in this field can help you troubleshoot the problem.

-- If the Properties dialog box has a Driver tab, click it. If the Driver tab doesn't indicate the driver provider, click Driver Details. If Microsoft is the provider, a generic driver is probably installed; contact the device manufacturer to obtain the most recent driver that they provide.

19. Check for font problems.

To determine whether a font causes the problem, reduce the number of active TrueType fonts by moving the font files to another location:

Note: Don't move the TrueType fonts installed by Windows. For a list of these fonts, see document 326402 , "TrueType Fonts installed by Windows XP."

1. Create a new folder (for example, C:\TrueType).
2. Open the Windows\Fonts folder.
3. Move TrueType font files--excluding those installed by Windows--from the Windows\Fonts folder to the folder you created in step 1.
4. Restart Windows.
5. Move some of the fonts moved in step 3 back to the Windows\Fonts folder.
6. Restart Windows.
7. Start Photoshop CS2, and try to re-create the problem.
8. If the problem doesn't recur, repeat steps 5-7, testing different fonts. If the problem recurs, one of the fonts you moved in step 5 may be the cause. Remove those fonts from the Windows\Fonts folder, and repeat steps 4-6, this time adding only one font at a time. When the problem recurs, do one or more of the following:

-- If you use a font utility other than the Windows Fonts folder (for example, FontMaster 6.0, included with CorelDRAW 6.0), remove the fonts using that utility. For instructions, refer to the documentation for the utility.

-- Remove the font and reinstall it from the original media.

-- Contact the font manufacturer to obtain an updated version of the font.

20. Optimize handling of temporary files by Windows.

Windows and applications store working data in temporary (TMP) files that they create on the hard disk. Excessive or outdated temporary files can interfere with performance of Windows or applications. Delete temporary files, and make sure that at least 650 MB of free space is available on the hard disk to which temporary files are written.

To delete temporary files:

Note: Repeat this procedure periodically. Windows deletes temporary files when Windows and applications close normally. When Windows or an application crashes, however, temporary files can accumulate on the hard disk.

1. Quit all applications.
2. Choose Start > Search, and then click All Files or Folders.
3. Type *.tmp in the All or Part of the File Name text box.
4. Choose Local Hard Drives from the Look In pop-up menu, and then click Search.
5. After the search results appear, choose Edit > Select All.
6. Choose File > Delete. Click Yes to confirm that you want to send the files to the Recycle Bin.
7. Remove any files you don't want to delete from the Recycle Bin, and then empty the Recycle Bin. Windows deletes all temporary files not in use.

To make sure that at least 650 MB of free space is available on the hard disk to which temporary files are written:

1. Quit all applications.
2. Choose Start > Control Panel (Windows XP) or Start > Settings > Control Panel (Windows 2000), and then double-click System.
3. Click the Advanced tab, and then click Environment Variables.
4. In the User Variables For [user profile] section, locate TEMP in the Variable column, and note the folder listed in the Value column. If the complete pathname for the folder isn't visible, double-click TEMP in the Variable column, and note the folder name in the Variable Value text box.
Note: If a TEMP variable doesn't exist, contact your system administrator for assistance.
5. In Windows Explorer, verify that the folder you noted in step 4 exists on a non-compressed disk partition that has at least 650 MB of free space:

-- If the folder doesn't exist, then create it: Right-click the drive, choose New Folder from the pop-up menu, and type the folder name you noted in step 4 (for example, Temp).

-- If the disk doesn't have enough free space, then create additional space by removing unnecessary files. To determine the amount of free space, right-click the drive and choose Properties from the pop-up menu.

21. Set the virtual memory paging file to the default size.

Virtual memory allows the system to use hard disk space to store information normally stored in RAM. Windows XP manages virtual memory by using a paging file. You specify the minimum and maximum size of this file. If the size is different from the default in Windows XP, applications may return errors. However, some applications may require a non-default size for the paging file. Change the size only if other applications aren't adversely affected.

To set the paging file to the default size:

Note: You must be logged on as an administrator to change the size of the paging file.

1. Quit all applications.
2. Choose Start > Control Panel > System.
3. Click the Advanced tab, and then click Settings in the Performance section.
4. Click the Advanced tab, and then click Change in the Virtual Memory section.
5. From the Drive list, select a hard disk partition that has free space equal to at least three times the amount of the computer's installed RAM. To determine the amount of space available on a hard disk partition, click the drive letter; the amount of space available appears in the Paging File Size for Selected Drive section.
6. In the Initial Size text box, enter a value equal to one and a half times the amount of the computer's installed RAM.
7. In the Maximum Size text box, enter a value equal to twice the amount of the Initial Size value.
8. Click Set, and then click OK to close the Virtual Memory dialog box.
9. Click OK to the alert "The changes you have made require you to restart your computer . . ."
10. Click OK to close the Performance Options dialog box, and then click OK to close the System Properties dialog box.
11. Click Yes in the System Settings Change dialog box. Windows restarts.

22. Optimize scratch disks.

When insufficient RAM is available for bitmap image editing, Photoshop uses a scratch disk file--temporary disk space used for storing data and performing computations. Photoshop CS2 can create four scratch disk files. Each scratch disk file must be on a separate partition.

The partition you specify as the primary scratch disk should have free space equal to three to five times the size of the average image file; specify a secondary scratch disk if you have an additional partition. If disk space is insufficient, delete temporary files (see task 18) or remove other files from the hard disks.

To specify a scratch disk in Photoshop CS2, choose Edit > Preferences > Plug-ins & Scratch Disk.

23. Repair and defragment hard disks.

System errors can occur if hard disks contain damaged sectors or fragmented files. Repair and defragment hard disks, either by using the Error-checking tool and Disk Defragmenter utility included with Windows or by using a third-party disk utility (for example, Symantec Norton Utilities). You should run such utilities on each hard disk or partition. More information about the Error-checking tool and Disk Defragmenter appears below; for more information about a third-party disk utility, refer to the documentation for the utility.

The Error-checking tool repairs bad sectors, lost allocation units and file fragments, cross-linked files, and invalid file names. To access the Error-checking tool, choose Start > My Computer (or double-click on My Computer) , right-click the desired hard disk, and choose Properties from the menu. In the Local Disk Properties dialog box, click the Tools tab, and then click Check Now in the Error-checking section.

Note: To prevent Disk Defragmenter from moving files to bad sectors of a disk, run the Error-checking tool before running Disk Defragmenter.

Disk Defragmenter rearranges the files and free space on your computer so that files are stored in contiguous units and free space is consolidated in one contiguous block. To access the Disk Defragmenter utility, choose Start > All Programs > Accessories > System Tools > Disk Defragmenter.

24. Scan the system for viruses.

Use current anti-virus software (for example, Symantec Norton AntiVirus or McAfee VirusScan) to check the system for viruses. Virus infections can damage software and cause system errors. For more information, see the documentation for the anti-virus software.

25. Identify the file that causes the problem.

If an error indicates which file causes the problem, reinstall the application to which that file belongs. If that file is damaged and causes problems in Photoshop CS2, reinstalling the associated application can correct the problem.

If an error indicates a Windows file, contact Microsoft for help replacing that file.

26. Try to install Photoshop CS2 on a different computer.

Try to install Photoshop CS2 on a different computer to determine if the problem is unique to your computer. If the problem is unique to your computer, contact the computer manufacturer; if the problem occurs on multiple computers, contact Adobe Technical Support.
Advanced troubleshooting

If the tasks in the previous section don't resolve the problem, you may be able to resolve the problem by reinstalling Windows XP and Photoshop CS2, reformatting your hard disk and reinstalling Windows XP and Photoshop CS2, or by determining if hardware is conflicting with Photoshop CS2.

Disclaimer: Adobe doesn't support hardware and provides these procedures as a courtesy only. For further assistance, contact the hardware manufacturer or an authorized reseller. If you troubleshoot hardware problems yourself, you may void the warranty for your computer.

Note: Before you remove or rearrange hardware, turn off and disconnect power to the computer and any peripheral devices.

27. Perform a clean installation of Windows XP, and reinstall Photoshop CS2.

Perform a clean installation of Windows XP, and install Photoshop CS2 from the original installation media. Perform this procedure particularly if you've upgraded to Windows XP and overwrote the previous version of the operating system.

After you reinstall Windows and Photoshop CS2, try to re-create the problem:

-- If the problem no longer occurs, install other applications one at a time and try to re-create the problem after each installation. If the problem occurs after an installation, the recently installed application may be the cause.

-- If the problem occurs when only Windows and Photoshop CS2 are installed, proceed to task 27.

For instructions on performing a clean installation of Windows XP, see How to perform an in-place upgrade (reinstallation) of Windows XP on the Microsoft website at http://support.microsoft.com/default.aspx?scid=kb;en-us;315341&Product=winxp .

28. Reformat the hard disk, and reinstall only Windows XP and Photoshop CS2.

Reformat the hard disk, and then install only Windows XP and Photoshop CS2 from the original installation media.

Important: Reformatting the hard drive erases all contents on the hard disk, so be sure to back up any files that you want to save to an external drive, CD, or DVD.

Note: Don't install additional software or hardware until you're sure that the problem is resolved. Don't back up the hard disk and restore Windows and Photoshop CS2 instead of reinstalling them. If the problem is caused by an application or Windows, and either one is restored instead of reinstalled, the problem may recur.

After you reformat the hard disk and reinstall Windows and Photoshop CS2, try to re-create the problem:

-- If the problem no longer occurs, install other applications one at a time and try to re-create the problem after each installation. If the problem occurs after an installation, the recently installed application may be the cause.

-- If the problem occurs when only Windows and Photoshop CS2 are installed, the cause may be hardware-related, and you should contact the hardware manufacturer or an authorized reseller for assistance. Before contacting the manufacturer or reseller, however, you may want to try one or more tasks in this section.

29. Check for SCSI problems.

If you have a SCSI card for internal or external SCSI devices, verify that the settings for the card are correct, ensure that the SCSI chain is properly terminated, update SCSI drivers, and check for hardware or cable damage. For instructions, contact the SCSI card manufacturer.

To check for SCSI problems by using the System Properties dialog box:

1. Choose Start > Control Panel > System.
2. Click the Hardware tab, and then click Device Manager.
3. Click the plus sign (+) to the left of the SCSI and RAID Controllers line.
4. For each adapter listed, right-click the name, and then choose Properties from the menu. If the Device Status section indicates that the SCSI adapter isn't working correctly, reinstall SCSI device drivers. Contact the SCSI card manufacturer for further help.

30. Check for problems with RAM DIMMs.

Ensure that the RAM DIMMs (dual inline memory modules) are installed properly and are not the cause of your problem. Do one or more of the following:

-- Change the order of the installed DIMMs.

-- Remove all but the minimum number of DIMMs needed to run Windows and Photoshop CS2, and test to see if the problem persists. If it does, replace the DIMMs you removed and remove the others, testing again to see if the problem recurs. If it doesn't, then one or more of the removed DIMMs are the cause. For assistance, contact the RAM DIMM manufacturer.

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