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TomLevin
TomLevin
Participant
September 7, 2017
Answered

Adobe CC Download Issue

  • September 7, 2017
  • 1 reply
  • 520 views

Hey there!

I bought a new Windows 10 laptop and go trouble installing the CC App directly or any other software or update.

I already tried all those steps:

Troubleshoot Adobe Creative Cloud download and install issues

But it didn't work. After downloading for example Premiere with the direct link I was not able to update it or download further software in the CC App.

When I am trying to install the CC-App I get the 201 Error. When installing an app the -60 Error.

When updating the 117 error.

What am I doing wrong? My other system works perfectly fine. I have tried Wifi and LAN.

Thanks!

This topic has been closed for replies.
Correct answer Jeffrey_A_Wright

Have not tried it yet.

Do you mean those:

10/05/17 19:57:05:189 | [INFO] |  |  |  |  |  |  | 7304 | The file to be downloaded is http://ccmdl.adobe.com/AdobeProducts/KCCC/1/win32/packages/ProvApp_AdobeGCClient_10_0_Library_159/provapp-AdobeGCClient.zip ?


Yes Tom so the server in this case would be ccmdl.adobe.com.  The Ping command will tell you if there is any packet loss.  The Traceroute command can tell you which servers maybe causing difficulty reaching ccmdl.adobe.com.

You can find a complete list of the required servers at https://helpx.adobe.com/content/dam/help/attachments/Creative_Cloud_for_enterprise_Service_Endpoints.pdf​.

1 reply

Jeffrey_A_Wright
Jeffrey_A_Wright
Legend
September 7, 2017

TomLevin both Error 201 and Error 117 indicate that the downloaded files are facing stabilities issues that can not be corrected for with the current Internet connection.  You can find more details on Error 117 at Error 117 occurred during download .

I would recommend you review the settings of any installed security software.  If you continue to experience difficulties then please utilize an alternate Internet connection.

You can also review the DLM.log for specific details regarding which files, and server addresses are failing.

TomLevin
TomLevinAuthor
Participant
October 5, 2017

Nothing helped yet.

I tried 3 different networks and providers via LAN and Wi-Fi.

I still get this error (excerpt from the DLM.log file):

10/05/17 19:54:23:877 | [INFO] |  |  |  |  |  | ProcessUtils | 13592 | In changeThreadContextToExplorerContext. Active user sessionID:: 7

10/05/17 19:54:23:888 | [INFO] |  |  |  |  |  | ProcessUtils | 13592 | In changeThreadContextToExplorerContext.explorer process ID: 11948.

10/05/17 19:54:23:889 | [INFO] |  |  |  |  |  | ProcessUtils | 13592 | In changeThreadContextToExplorerContext. Success in changingContext.

10/05/17 19:54:23:970 | [INFO] |  |  |  |  |  |  | 8656 | some intermittent error. Retrying now. Error code is 417 and error type is -60

10/05/17 19:54:24:026 | [INFO] |  |  |  |  |  | ProcessUtils | 13592 | In revertThreadContextToProcessContext. Success in RevertToSelf.

10/05/17 19:54:24:470 | [ERROR] |  |  |  |  |  |  | 9080 | download job: failed to validate the segment (0)

10/05/17 19:54:24:470 | [ERROR] |  |  |  |  |  |  | 9080 | the download job (0) failed to execute. The job state is STOPPED_STATE

10/05/17 19:54:24:471 | [INFO] |  |  |  |  |  | ProcessUtils | 9080 | In changeThreadContextToExplorerContext. Active user sessionID:: 7

10/05/17 19:54:24:477 | [INFO] |  |  |  |  |  | ProcessUtils | 9080 | In changeThreadContextToExplorerContext.explorer process ID: 11948.

10/05/17 19:54:24:477 | [INFO] |  |  |  |  |  | ProcessUtils | 9080 | In changeThreadContextToExplorerContext. Success in changingContext.

10/05/17 19:54:24:609 | [INFO] |  |  |  |  |  | ProcessUtils | 9080 | In revertThreadContextToProcessContext. Success in RevertToSelf.

10/05/17 19:54:24:709 | [INFO] |  |  |  |  |  |  | 9844 | some intermittent error. Retrying now. Error code is 417 and error type is -60

Never had those problems on other devices. Are there certain settings in Windows 10 that could cause this issue? Apart from the firewall and anti-virus?

Would love to show my laptop to a certified Adobe-Support in my area as I am frustrated. Only Adobe software has those network-problems on my computer. Where would be the next service? I am in Stuttgart, Germany.

Greetings Tom

Jeffrey_A_Wright
Jeffrey_A_Wright
Legend
October 5, 2017

Thanks for the update Tom.  Direct support is always available at Contact Customer Care .  By choosing that chat option it is possible for direct control to be taken to help resolve the error.

Have you tried running a Traceroute or Ping command on the server addresses listed in the DLM.log Tom?  A failure in either one help verify that you are facing a network or software failure that is preventing the download from occurring.

If the Traceroute is completed successfully, and there is no packet loss when running the Ping command, then I would review any installed security software that might be interfering with the download process locally on the computer.

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