Can't find or start the installer after you download Photoshop Elements 6 or Premiere Elements 4 (Windows Vista)Products affected

Akamai Download Manager 3 has been released for some of the the Adobe Creative Suite 4 product trials.  If you are encountering a problem with an Adobe Creative Suite 4 product trial download, please refer to, “Features of Akamai Download Manager 3” to verify whether the product is using Akamai Download Manager 2 or 3.

For troubleshooting information for Akamai Download Manager 3 please refer to, “Troubleshoot download issues with Akamai Download Manager 3.”

Issue

After you download Adobe Photoshop Elements 6 or Adobe Premiere Elements 4 on Windows Vista, the installer does not start and you can't find the downloaded file in the folder to which you downloaded it. The Launch button in the Akamai Download Manager window does not do anything.

Reason

You started the download from Microsoft Internet Explorer 7, and Protected Mode is enabled in the Security settings.

Solution

Do one of the following solutions:

Solution 1: Locate the installer file in the Virtualized folder, and run it as an administrator.

When Protected Mode is enabled in Internet Explorer 7, downloaded files are redirected to a secure Virtualized folder. This folder replicates the folder structure on your computer but keeps the files isolated from the rest of your computer to protectyou from malicious software.

For the following steps you need to know which folder to which you set the Akamai Download Manager to download.

Note: The procedures in this document are based on the default interface of Windows Vista. 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.

Note: These procedures require you to locate hidden files and hidden folders, and to locate files by their full file names that 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 and folders, and to show extensions for known file types:

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

To locate the installer file in the Virtualized folder and run it as an administrator:

1. Choose Start > Computer.
2. Navigate to the C:\Users\<user name>\AppData\Local\Microsoft\Windows\Temporary Internet Files\Virtualized folder.
3. In the Virtualized folder, navigate to the same relative folder that you set the Akamai Download Manager to save your files to. For example, if you set the Akamai Download Manager to download files to your desktop, navigate to Virtualized\C\Users\<username>\Desktop.
4. Right-click on the downloaded installer file (for example, PRE4_WWEFGJ.exe) and choose Run As Administrator.

Solution 2: Disable Protected Mode in Internet Explorer, and then redownload the installer file.

1. In Internet Explorer, choose Tools > Internet Options.
2. Click the Security tab.
3. DeselectEnable Protected Mode, and click OK.
4. Close and restart Internet Explorer.
5. Log into the Adobe Store and redownload the installer file.

Warning: Protected Mode can protect your computer from malicious software. You should turn on Protected Mode again after you have completely downloaded your Adobe product.

Solution 3: Download the installer file using a different browser.

Use a different web browser (such as Mozilla Firefox or Netscape Navigator) to download the installer file from the Adobe Store.

Additional Information

For more more information, see "Find files downloaded with the Akamai Download Manager" (ServiceNote cpsid_56055).

Products affected