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avalantis
avalantis
Participant
November 26, 2019
Question

After Effects update fail

  • November 26, 2019
  • 1 reply
  • 419 views

Trying to update After Effects, it is stucked to 55% for the last two days, apart this, my internet connection works as usual... 

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1 reply

Jeffrey_A_Wright
Jeffrey_A_Wright
Legend
November 27, 2019

Avalantis, sorry you are facing problems updating After Effects.  Do you ever receive a specific error?  If not, then please locate the error within the log files.  You can find information on how to locate and interpret the log files at  https://helpx.adobe.com/creative-cloud/kb/troubleshoot-download-install-log-files.html.

avalantis
avalantisAuthor
Participant
November 27, 2019

I found only a txt file named install. There are not fatal errors/errors/warnings from November 25, when I've started my attempts to update, but there are some from July 25, a time when I was not using After Effects. This is it:

 

07/25/18 02:51:27:862 | [INFO] | 4724 | HDSetup | HDSetup | AppContext | | HDSetup | 12660 | Exit Code: 0
-------------------------------------- Summary --------------------------------------
- 0 fatal error(s), 3 error(s), 1 warnings(s)

ERROR: Cannot load AMT config file 'C:\Program Files (x86)\Adobe\Adobe Sync\application.xml'
ERROR: Source file does not exist in CopyFileFromSourceToDestination
ERROR: Unable to copy AMT config file 'C:\Program Files (x86)\Adobe\Adobe Sync\application.xml' to pcf folder 'C:\Program Files (x86)\Common Files\Adobe\PCF\{COSY-3.0.3-32-ADBEADBEADBEADBEADBEAD}.V7{}CoreSync-2.4.1-Win-GM.xml'
WARN: Failed to load xml C:\Program Files (x86)\Adobe\Adobe Sync\application.xml. system error:2

 

Also, it shows me twice the applications for update, like this:

Jeffrey_A_Wright
Jeffrey_A_Wright
Legend
November 27, 2019

Thanks for the update, Avalantis, but I am sorry there are no specific errors in the excerpt of the log you posted.  Please download the CC Log Collector Tool from http://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html.  Once you have run the Log Collector Tool, you will then want to take note of the file name and contact our chat support team at https://helpx.adobe.com/contact.html so that the log files can be reviewed directly.

 

Regarding why two versions of the applications are showing in the Creative Cloud desktop app, this is by design.  You can access different versions of the applications through the Creative Cloud desktop app.  If you no longer wish to have the old versions installed, then you can use the process listed in https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html to remove them.

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