Mike Southby

Hello Mike,
Your information was forwarded to me following my question on the David Rowley Forum.
I have a new 64 bit computer. I installed CS3, the error message is “photoshop has stopped working, Windows will close the programme”
Strangely Bridge works OK.
I tried to follow your instructions.

C:\Windows\System\cmd.exe

2 After I type cd..\SysWOW64

The message is System cannot find the path specified.
I know the typed message should be exact. I tried it with one and two dots. I tried it using cmd instead of cd.
But still no luck.
If I manage to carry out your instructions does this copy the .dll files to the correct directory.
Thanks for taking the time to post this info, I am going crazy trying to install this programme.
Mairi Maxwell

Hi Mairi,

A couple of things, firstly you don’t mention which OS you are using, only that it is 64-bit. This could have a bearing.

Generally speaking, the problem most people are having is during the installation stage, i.e. in so much as the installer for CS3 products – including Photoshop – is a 32-bit application so will not run on a 64-bit system without having the corresponding 32-bit dll’s registered, registering the dll’s as above is the answer here.

The error I would expect to see is ‘Setup has encountered an error and cannot continue. Contact Adobe Customer Support for assistance. Internal Error 2739.‘ Obviously you are experiencing a different error so I’m not sure these steps will necessarily help.

By the sounds of it you have somehow managed to install the application and are having an issue when executing Photoshop itself. At what stage do you get the error message? Does Photoshop load or fail trying?

When you first open the command prompt, you’ll need to navigate back to root or c:\ before trying to navigate to c:\windows\system\syswow64. Usually you’ll start at c:\users\$username so in this instance you’d need to issue the cd.. command twice. I’m sure you had done this but just trying to cover all bases. I am not sure why your system says it cannot find the SysWOW64 folder; it should be there if it’s a 64-bit environment. Have you checked all of the various error logs to see if the system has any more specific information on the error? This would be my first port of call.

If you still cannot rework through the steps and make progress, it may be worth completely uninstalling CS3 and ensuring all remnants of it are gone and then reinstalling afresh using the above method.

Let me know how you get on, I do not have a 64-bit Windows system running at the moment on my test machine but if you continue to have problems I’ll see if I can replicate the issue for you.

Thanks.

Hello Mike,
I really appreciate you taking the time to provide all of this info.
My 4 year old computer died and I was forced to replace it.
My local computer dealer was forced out of business by the big guys, So I purchased from Future Shop [Canada] HP P6153 Intel Core 2 Quad 8GB Ram ! Terabyte. Windows 7 OS.
I will print out the instructions and try to finally open CS3 a programme I have used for almost 2 years.
The installation completed successfully I can open Bridge. When I try to Open PSCS3 immediately the error message appears “Photoshop has stopped working”
I did find the SysWOW64 folder when I did a search, it was right next to the SyS32 folder. So you are correct, it is a mystery why it could not be found.
I will keep you advised of my progress.
We are 8 hours behind the UK. This is now day 4 trying to solve this problem.
Thanks again.
Mairi

Hi Mairi,

Certainly if you have been able to locate the SysWOW64 folder then that confirms that you are using Windows 7 64-bit.

Hopefully by navigating from c:\ to that folder, you should be able to register the 32-bit dll’s in a clean install and have more success.

Hope to hear good news soon :- )

Hello Mike,
I have had no success with the cmd prompt. I navigated back to the C:\> [unable to backspace and remove > ]
Message reads– “Windows system wow64 not recognized as internal or external command, operable program or batch file.”
The SysWOW64 folder is in Computer\HPC\Windows\SysWOW64
I created a System Restore in case I fouled things up.
I copied the jscript.dll from Sys 32 folder and pasted to Wow 64 folder. It indicated the file was already there, so I canceled the process.
I am afraid to uninstall CS3 once more, seems others have not even been able to complete the install.

Mairi

Hi Mairi,

When you are at the c:\ prompt, type cd hpc\windows\syswow64 which based on the syntax above for your system should take you to the correct folder, but, it also seems from what you have said that the correct dll’s are already in the folder so that may well be pointless. Next thing to do would be to check they are registered properly.

My concern it that this will still not resolve your issue, as like I mentioned above these steps are to be able to install CS3 products in an x64 environment, which you have already done; your problem being in running Photoshop itself seems to be a different issue. Another question to throw in the air; as your system is running a non standard file hierarchy i.e. c:\hpc\windows\ which I would assume is from a standard HP image, I wonder if anything else is non-standard i.e. customised for HP. This could even explain why you were able to install CS3 initially and/or why the application is failing. Obviously the file structure itself is not a problem at all, it’s perfectly ‘normal’ to install windows this way but it is a good indicator that the base build has been customised. It’s just one more thing to rule out.

Did you manage to check for any more details in the application error logs?

Mike

“Did you manage to check for any more details in the application error logs?
Mike”

I don’t know how to check error logs.

“your system is running a non standard file hierarchy i.e. c:\hpc\windows\ ”

When I searched this is the exact file location
‘Computer HP[C:]windows SysWOW64′
At the CD prompt I typed Computer\HP[C:]\windows\SysWOW64
I tried numerous variations still can’t find the SysWOW64 folder.
Do you think I should return to the store where they installed Windows 7 when I purchased the computer?
Mairi

Hello Mike,
I installed WN 7 Professional , that solved the problem.
thanks for your help.
Mairi

Hi Mairi,

Thanks for the update; sorry for the slow response have been ill for the past few days.

I’m pleased that you have finally been able to get Photoshop working, just a shame that you had to purchase another copy of Windows 7 in order to do it. I’m not a fan of Home editions generally of Windows operating systems, they lack certain core features which – more often in networking – can cause headaches. At least now having the Professional Edition you can be sure that you have a decent OS that will last and do everything you need, both currently and in the future.

It would have been good to have been able to pull off your error logs so that I could have tried to replicate your problem to see if we could have found a solution, as I mentioned before the steps above are more targeted towards actually installing CS3 in the x64 environment, which of course you had already done; the error was whilst executing Photoshop.

Just out of interest, did you go for Windows 7 Professional x86 or x64?

Happy Photoshopping :- )

Hello Mike,
Glad you are feeling better.
I bought WN 7 Prof. 64 bit
It does not say X64
What is X86 version?
Mairi

Hi Mairi,

x86 is the technical term for 32-bit architecture and x64 is 64-bit. It’d have been easier if they simply referred to 32-bit as x32 :- )

Glad everything is working OK for you now.

Your are right. I did find an X86 folder and wondered what is was.
So far I like Wn7.
Mairi

I was running CS4 Master Suite on my Windows 7 32-Bit installation and decided to start over with a 64-Bit install. I wiped my machine and loaded Windows 7 64-Bit Enterprise. When I tried to install CS4, I kept receiving the same message “setup has encountered an error and cannot continue. contact adobe customer support for assistance”. I could not find any help on the web but I did find a lot of other people experiencing the same issue. Finally, I turned off the “User Account Control Settings”, rebooted the PC and CS4 installed without issue.

Hi Mike,
I have this problem for 3 days now.
Finally found this article and did everything you suggested.
Everything went fine with cmd – no errors. But Photoshop still doesn’t install.
Same thing – I’m running installation from DVD – it’s running for 5 minutes – then gives me Summary:
Photoshop CS3 – Component install failed.

I just purchased this new laptop “emachines” – Windows 7 Home Premium – 64-bit, 3 GB RAM.
Do you have any ideas what could cause this problem?
From earlier comments (by Mairi) I see he solved this issue only by upgrading OS to Professional – do you think that is the only way?

Any thoughts would be very appreciated.
Thanks
Jim

I’ve been running Windows 7 Ultimate x64 for about a month now, and for the most part I haven’t had any trouble installing my applications, but Photoshop CS3 is still giving me uphill. When running the setup from the DVD, I get the same scenario as Jim; the setup runs through and apears to be working properly, but right at the end it says ‘Component install failed’.

Checking Start menu shortcuts and Program Files folder, it’s just Photoshop that didn’t install, Bridge is there and runs fine, and the app data is added to the ‘Remove Programs’ list.

I have managed to get around it by using ‘XP Mode’ (available on the MS website), but even though it runs, it’s not exactly optimal…

Would registering the x86 DLLs help with my issue (the setup itself is actually running)? Also, would I need to re-register the x64 DLLs afterwards or does this process not replace the 64-bit files?

Regards,
Andre.

Your fix for error 2739 when installing CS3 worked perfectly. I went through all of the ADOBE online help to no avail and was in an Adobe telephone que for 45 minuites when I stumbled upon your fix. I implemented your fix before they answered

Thanks very much

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The commands worked, I just have to try the installation. :) — Just wanted to clarify to some of the people trying out the commands… that after you type the “regsvr32″ part, you have to press the space bar, then type the “jscript.dll” part. Hope that helps. Now I am off to try the installations. Fingers crossed. Thank you.

i tryed to install photoshop cs3 on my new computer from my old computer. it transfer but on the new computer the program dont work. the program opens but closes right back up with a error tellin me to reinstall and i dont have the cd.

I’m still getting Component Installation failed for all the CS3 programs. The only thing it has been able to install is Acrobat 8 and shared components. Any ideas?

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