Unable to Install Macromedia Shockwaver Player

[TheRealEricJay]

I have installed Macromedia Shockwaver Player before without any problems.
However, when I tried to install it on my laptop computer with Windows 2000
Professional, it got an error while it was installing. The error states "Could
not load the DLL library C:\WINNT\system32\Kernel32.dll
(GetSystemWow64DirectoryA). The specified procedure could not be found." Now, I
have just installed Shockwave the day before on this very same computer with
everything the same on it. I had to reformat my hardrive and reinstall Windows,
but again, I did the reformat and reinstall couple times before and installed
Shockwave Player without having run into this problem. I'd like anyone to
suggest what the problem might be and help me resolve it.

[TheRealEricJay]

Now I just found an interest thing. I went to my desktop computer, which has
the same OS and has Shockwave Player installed on it. I tried to install
Shockwave Player on there, and got the SAME error. Now, on this computer, I
have an old installer of Shockwave Player for Mozilla Firefox, I tried to
install Shockwave with it, it was successful. Then I went to the "Test
Macromedia Web Players page" ([url]http://www.adobe.com/shockwave/welcome/[/url]) to check
if Shockwave is really installed. It was confirmed with "10.2r23 Installation
Complete". Afterwards, I went back to the Shockwave install page and downloaded
the installer, and when I tried to open this new installer, I get that original
DLL error. Now this really suggests to me that there is a definite problem on
Adobe's behalf. I hope someone from Adobe would look into this.

[therainking]

Ditto.

Windows 2000 Pro Install message like above.

Re-installed after noticing *r24* on a new Windows XP 32-bit box.

What's up Adobe?

[diakun]

I can concur the same on Windows 2000 All updates. I belive is added support for 64 bit systems that need to be skipped for Windows 2K.

[diakun]

I went with the previous version 10.2.0.022 versys 10.2.0.023


[url]http://fpdownload.adobe.com/get/shockwave/default/english/win95nt/10.2.0.022/Sho[/url]
ckwave_Installer_Full.exe

And was succesfull, All the best, phil

[TheRealEricJay]

Since the download from Shockwave's page causes the dll error, I downloaded
10.2.0.023 from filehippo and was successful in installing it, but when I went
to any shockwave page, it then say currently installing, and then the dll error
again. I believe you are right in saying Shockwave player has added support for
64-bit systems like WinXP and Vista. However, it certainly looks like it has
stopped support for older systems like Win98, WinME, and Win2k. This is quite
unfortunate since many people still prefer using Windows 2000 Professional. I
hope Adobe will reverse their decision and continue have support for older
systems.

[diakun]

Hi Eric,

Thanks for the filehippo reference. that version of 10.2.0.023 worked for me
as well (W2KPro) I could understand maybe dropping suppor for Win98 and Winme.
But not quite yet for Win2K. I agree with you though that I hope they will
reverse or correct this decision and fix the file. At least the file should be
noted on the adobe site that this is WinXp and up.

All the best, Phil

[therainking]

[q]Originally posted by: therainking
Ditto.

Windows 2000 Pro Install message like above.

Re-installed after noticing *r24* on a new Windows XP 32-bit box.

What's up Adobe?
[/q]
So 10.3.r24 is not supported on Windows 2000 SP4.
[url]http://www.adobe.com/products/shockwaveplayer/productinfo/systemreqs/[/url]

But -- Oh My G-d -- 10.3r24 IS supported on Windows 98 (see page above ...
until Adobe changes it).

No changelog, no information on whether 10.2r23 is an acceptable alternative
at the moment.

Adobe support was not helpful .... Waiting for a more helpful response.

[TheRealEricJay]

Well, Adobe obviously has done all their versions of Shockwave Player to not
support Win2k any more, because it was just last week I was able to visit sites
that requires Shockwave Player without getting the DDL error. Now, I'm not able
to either install or visit sites that requires Shockwave. The following is what
I requested of Adobe and got from them and then requested again:

"Notes from Customer
Friday, January 11, 2008 6:06:21 AM PST
Hi, I have installed Macromedia Shockwaver Player before without any problems.
However, when I tried to install it on my laptop comp
uter with Windows 2000 Professional, it got an error while it was installing.
The error states "Could not load the DLL library C:\WI
NNT\system32\Kernel32.dll (GetSystemWow64DirectoryA). The specified procedure
could not be found." Now, I have just installed Shockw
ave the day before on this very same computer with everything the same on it.
I had to reformat my hardrive and reinstall Windows, b
ut again, I did the reformat and reinstall couple times before and installed
Shockwave Player without having run into this problem.
I'd like anyone to suggest what the problem might be and help me resolve it.
Please reply, thank you.

Notes to Customer
Monday, January 14, 2008 2:26:26 AM PST
Hello Eric,

Thank you for contacting Adobe Customer Service.

Due to the Support Portal being closed on weekends, we were unable to
respond to your e-mail. We sincerely regret any inconvenience this may
have caused and appreciate your patience.

I understand that when you installed Shockwave Player on your Windows
2000 Professional laptop you received the error "Could not load the DLL
library C:\WINNT\system32\Kernel32.dll (GetSystemWow64DirectoryA). The
specified procedure could not be found."

Eric, it would have been a pleasure to assist you with this issue.
However, I am unable to do so, as this issue cannot be resolved via this
support portal.

This is to inform you that you need to visit the URLs below for support:

Shockwave Player FAQ:

[url]http://www.adobe.com/support/shockwave/faq_index.fhtml[/url]

Shockwave Player Support Site:

[url]http://www.adobe.com/support/shockwave/[/url]

Shockwave Player User-to-User Forums:

[url]http://www.adobe.com/cfusion/webforums/forum/categories.cfm?catid=185[/url]
<(>&<)>forumid=44

You may also open Technical Support Web case. To open a Technical
Support Web case, kindly refer the link below:

[url]http://www.adobe.com/go/supportportal/[/url]

We apologize for any inconvenience this may cause.

Eric, for your records, your customer ID number is 153247422. The
customer ID number is the easiest way for us to access your account in
our database. In the future, please provide this number when you contact
Adobe. Your case number is 200571719.

The Web Support Portal Representatives are available from Monday to
Friday. For your convenience, on weekends we have a dedicated phone
support for Customer Service related queries. Please feel free to
contact our phone support at 1 (800) 833-6687 from 6:00am-8:00pm PST, 7
days a week.

I hope you find these resources helpful .We wish you continued
satisfaction in our products.

Best Regards,

Samuel V.
Adobe Customer Service


Notes from Customer
Monday, January 14, 2008 3:02:28 PM PST
I find the response from Samuel really useless. To start with, I am pretty
sure that this problem is due to Adobe's fault, for I hav
e successfully able to install and use Adobe Shockwave just a week ago. Now
this new problem started occuring late last week, and I
have posted my problem on Adobe's Shockwave forum. One can visit it at
[url]http://www.adobe.com/cfusion/webforums/forum/messageview.cfm?[/url]
forumid=44&catid=185&threadid=1328948&enterthread= y . As someone who reads, it
was just not me who was having the problem, and I was
able to make the conclusion that Adobe has suddenly stopped support for any
Windows OS prior to XP. However, that forum is only vis
isted by web users who are not really able to solve specific problem except
maybe at giving some pointers. Now Mr. Samuel V. has als
o given me links to Shockwave FAQ and Shockwave Player Support Site. I want to
now emphasize that I have visited both those sites an
d read thoroughly the contents there, but was unable to solve my current
problem, and that was why I made a contact Customber Servic
e. As for Samuel's help, I kindly appreciate. However, I am displeased at this
response since it does get me anywhere near my soluti
on. I hope he or someone would kindly contact Adobe for someone who can help
in getting this solved. Since he has given me an ID num
ber, Adobe staffs can easily view my original issue, furthermore, I hereby
have given the link to the Shockwave forum page where I p
osted my original problem and where others are having the same issue. For now,
I wait for a satisfactory reply from anyone who is wi
lling to help.

Sincerely,

Eric Jay"

[uscmatty]

Add me to the list of users with the same problem.

[diakun]

Dear Eric Jay,

Sorry you have had so much hard work and frustration.

I wounder if the source of the issue started on 1/7/2008 1:54 am with the
release of 10.2.0.3 at the following link

[url]http://sdc.shockwave.com/shockwave/download/triggerpages_mmcom/default.html[/url]

I am still running the filehippo version of 10.2.0.023 noted above. I wonder
if we will have to wait to some big corporation reports the issue.

Best of Luck (for us all), Phil

[TheRealEricJay]

Here's the new reply I got from them:
"Notes to Customer
Monday, January 14, 2008 8:46:50 PM PST
Hello Eric,

Thank you for contacting Adobe Customer Service.

Eric, it would have been a pleasure to assist you with this issue.
However, I am unable to do so, as we are unable to provide answers to
technical support questions via this form submission. This comment form,
and email address are not for technical support questions or issues.

If you are unable to find solution to your issue, you may open Technical
Support Web case. To open a Technical Support Web case, kindly refer the
link below:

[url]http://www.adobe.com/go/supportportal/[/url]

We apologize for the inconvenience caused to you.

Eric, for your records, your customer ID number is 153247422. The
customer ID number is the easiest way for us to access your account in
our database. In the future, please provide this number when you contact
Adobe. Your case number is 200571719.

The Web Support Portal Representatives are available from Monday to
Friday. For your convenience, on weekends we have a dedicated phone
support for Customer Service related queries. Please feel free to
contact our phone support at 1 (800) 833-6687 from 6:00am-8:00pm PST, 7
days a week.

We wish you continued satisfaction in our products.

Best Regards,

Samuel V.
Adobe Customer Service"

I shall open a new web case with the link he provided, yet I felt I'm going in
circles since I believe I did that already. Of course, I will tell them this
problem by referring to the ID number and this forum. Hopefully, someone will
help in a helpful way.

EJ

[TheRealEricJay]

For reference, here's the message I posted in my new case to them:
"Dear Sir or Madam:

I have recently run into installation and running issues of Adobe Shockwave
Player and I have opened a case for it on customer support. However, Mr. Samuel
V. has politely replied that he cannot assist me in customer service and
referred me to technical support. He also noted that I can give you the ID
number for my case, which is 153247422; and a case number, which is 200571719.
Also, I have started a thread on your Adobe Shockwave Forum stating my problem,
you may find it at
[url]http://www.adobe.com/cfusion/webforums/forum/messageview.cfm?forumid=44&catid=18[/url]
5&threadid=1328948&enterthread=y
(please copy the whole link in case it gets cut off, or you can go to a
shortened link, [url]http://tinyurl.com/2h6bfg[/url] ).

Since I have stated my problems many times over at customer service and the
forum, I will just here briefly tell you the issue. It seems to me that Adobe
Shockwave has stopped support for Windows 2000. Just a week ago, I was able to
run websites that require Shockwave, but now I am both unable to run it or
install it. Now, as you can read from the forum post, all people who has
Windows 2000 running are having the same issue, and would like Adobe to look
into it. I sincerely hope that Adobe has not stopped support for Windows 2000
for good since many still use it. I hope someone will assist me and others in
getting this problem solved. Thank you.

Sincerely,
Eric Jay"

By the way, diakun, or Phil, I don't recall them just upgraded Shockwave to a
newer version. On their download page,
[url]http://www.adobe.com/shockwave/download/[/url], it still says 10.2.0.023, which I
think is what I had before. Plus it says "Date Posted: 8/22/2007". Anyways, I
hope to get a reply soon.

EJ

[TheRealEricJay]

Well, it's been a while now, but I still yet to receive any replies from Adobe.
In addition, the other person has closed my earlier case on the customer
support page. Hopefully, after the long weekend, a Adobe staff would look both
at my case and the issues put out here on this forum.

[Nonthawat]

I too have this problem. No matter what I do it will not install on my
Win200SP4 system. I have resolved the problem for now by downloading and
installing the Firefox browser. firefox has no problem installing and using the
latest Shockwave player on Win2000SP4. :grin;

[TheRealEricJay]

Finally, Adobe has replied back to my case today.

"Notes to Customer
Monday, January 21, 2008 10:52:17 AM PST
Hi Eric,

Thank you for contacting Adobe Technical Support.

Please accept our apologies for the delay of our response. I understand
that you have technical issues with Shockwave Player on Windows 2000. We
are able to reproduce the exact problem you have experienced on your
side. Let me verify this with the engineers and I'll contact you as soon
as I have receive feedback.

I appreciate your patience regarding this matter.

Best regards,

Jay Abania
Senior Technical Support Engineer
Adobe Systems, Incorporated"

This reply brings hopeful news to users like me others who use Windows 2000
who are trying to install and run Adobe Shockwave. It seems that the engineers
of Adobe can fix this issue in the near future, but oly time will tell.

[collinlahay]

I know 72 hours isn't a huge amount of time... but any update from them TheRealEricJay?

[TheRealEricJay]

Well after receiving an update in my email, I went straight to the Shockwave
download page, thinking that the problem is finally fixed, but it still showed
the same error after the download bar reached full. So then I directed myself
to their support portal to see what the person said to me...

"Notes to Customer
Thursday, January 24, 2008 9:17:07 AM PST
Hi Eric,

The engineers are still investigating this issue. I'll contact you again
once I receive feedback about this issue.

Best regards,

Jay Abania
Senior Technical Support Engineer
Adobe Systems, Incorporated"

After seeing this, I'm sure you are very disappointed, because I certainly
felt so. However, from the tone of this new message, it does still sound
hopeful that they can come up with a fix for it in the near future, so I
replied with my best wishes to them...

"from Customer
Thursday, January 24, 2008 1:02:47 PM PST
Once again, thank you for your timed response. It really helps me and others
to be still hopeful while the engineers are working on
the issue. We hope the enginners can smoothly solve this problem, and await
your next response. Thank you.

Sincerely,

Eric"

And so again, people on Windows 2000 having this issue have to wait probably a
few more days to see the light of the day.

[michcotter]

Hello.
Any news, TheRealEricJay?
I also would like to see the light. :grin;

[diakun]

Thank you Eric, for taking time out of your day to update us and spearheading the issue for the group.

All the best, sincerely, Phil