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Answered

Can't Update CC Applications - Error Code 190

Forum|Forum|7 years ago
February 15, 2018
10 replies
30524 views

I have a continuing problem with my Windows 10 computer. Every time I attempt to update one of my Adobe CC applications, the update fails and the get the following message:

Exit Code: 190

-------------------------------------- Summary --------------------------------------

- 2 fatal error(s), 0 error(s), 0 warnings(s)

FATAL: Sanity check for installation failed. Current OS version 6.0.6000 doesn't satisfy OS requirements.

FATAL: Error occured in install product workflow with error code 190 error message

-------------------------------------------------------------------------------------

This has happened with disappointing regularity. In the past I have called Adobe technical support and they have been able to resolve the issue. However, today they failed. I still have ticket number ADB-1066209-B2L0 open and I have been advised to speak with Microsoft technical support.

In today's episode the Adobe technicians used the Adobe cleaner and cleaned all my Adobe files. They confirmed that I have all the Windows updates and they updated all six Microsoft Visual C++ 2017 folders, (11.0.6103, 12.0.30501,14.12.25810 each in x86 and x64). All of my Adobe applications were deleted and Lr, PS and ACR were all reloaded. All will run but none of them will update using the CC interface.

Following my second call with Adobe I was able to reach a tech support person at Microsoft. She looked a few items but I was not confident that she really knew what she was looking for. At one point she started a system save point recovery but it became apparent that this was not going to work and she stopped it. She then started a synchronization (of something, I’m not sure what), which showed its progress in the CC interface. She told me this would take a long time but she would call me back. The process finished in about 45 minutes but I did not get a call back.

After waiting for two hours and not getting a call, and I had no trouble ticked number from Microsoft, I went ahead and tried to run the Adobe updater again. When I went to do this I noticed that Lr was not installed, though the Adobe tech had reinstalled it earlier in the day. I tried to use the updater to install Lr and it failed with the standard 190 error message. I tried updating PS and got the same error. I then reinstalled Lr, as the files were still in my downloads folder. Once that was done I noticed that my Lr catalog was missing from the C:/users/name/Lr folder where it is normally kept. Fortunately, I have a backup and I was able to move a copy back to the correct folder and Lr does run correctly – but not with the latest updates.

Can anyone tell me what you have to do to get around this error 190 issue so that the CC updater tool will run correctly and updates can be applied?

This topic has been closed for replies.

Correct answer RemoNonaz

I understand, Homer. I have had great success using a similar process with resolving persistent errors on my own computer.

OK, at last good news. I've completed the Windows 10 re-load with out applications. Upon completion of the Windows 10 load, I loaded Chrome (so I have my passwords) then downloaded the Adobe Creative Cloud Desktop. Once this was installed, I used it to download Lightroom Classic CC. Lightroom loaded, so I went on to load Photoshop, which also loaded without issue. No more error 190!

Now, I need to start loading all my other applications and I suspect one of them creates the problem that leads to the error 190. Since I've not loaded Lightroom CC I'll use that to test the Creative Cloud after each software load. I can start an upload, and if it gets past 5% where the error 190 occurs, I can cancel the install and then check again after the next application installation. If I start getting the error 190 I'll know that the last application installed is the culprit.

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Tùng272706854mv8

Participant

If you are using win 10. Then upgrade to the highest version of Win 10 which is 22H2, and fully implement Microsoft's updates. Then you can install two applications that add codes to windows, which are K-lite and Irfanview-64bit. Then you can install After effects normally.

Link : https://www.codecguide.com/

elliotd75320849

Participant

I have the same problem - I have tried all the suggestions in this forum (including a full clean up by an adobe technician and toggling compatibility modes) and the only way I have been able to work around this is by using direct download links.

Amr_inc

Participant

Hello i solve this problem by Turn On the compatibility mode. in Set-up.exe From Aodobe Photoshop file in windows 10 and it work with me

i hope this will help you

Thanks

D

derom3159570

Participant

Just okay open it as win 8

go to properties then compatibility tab

and then run this program as win8

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RemoNonazAuthor

Inspiring

It is now April 3rd and case ADB-1131085-M3W9 is still open with no resolution to this problem. Adobe has had all my log files for over two weeks and they've never called back. In fact, in this whole episode they have never called me once, though they say they will do so. I have to call them. I am quite displeased with this service. It has been broken for months and there has been no fix for it.

Jeffrey_A_Wright

Community Manager

Homer, I am sorry you continue to face Error 190. I am showing that case ADB-1131065-M3W9 is still open and under investigation. Your most recent updates are showing in the case details.

You may want to consider reinstalling Windows 10, and applying any available updates, if you are unable to overcome the current system requirement check, Homer.

cherishyn12122954

Adobe Employee

Could you please verify that compatibility mode is disabled for below processes as well:

1. Adobe Installer.exe at "C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\ElevationManager"

2. Adobe Desktop Service.exe at "C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\ADS"

3. Creative Cloud.exe at "C:\Program Files (x86)\Adobe\Adobe Creative Cloud\ACC"

Please don't skip machine restart if you modify the properties of any process.

Regards

Cherishy

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RemoNonazAuthor

Inspiring

Cherishy:

This is what I have found:

In the folder "C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\ElevationManager" there are three application files, AdobeUpdaterService, AdobeInstallerService and Adobe Installer. The first two were not in compatibility mode. The third, Adobe Installer is in compatibility mode, Vista.

The folder "C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\ADS" has one application in it, Adobe Desktop Services and it is not in compatibility mode.

The folder "C:\Program Files (x86)\Adobe\Adobe Creative Cloud\ACC" has one application, Creative Cloud, and it is not in compatibility mode.

I'm going to send this message then change the settings in the AdobeInstallerService, reboot and come back to let you know what happens.

Homer

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RemoNonazAuthor

Inspiring

Cherishy:

Changing the compatibility mode in the application Adobe Installer is not an option. The feature is grayed out and locked in the Windows Vista compatibility setting. I changed nothing. I did not reboot the computer.

Homer

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RemoNonazAuthor

Inspiring

So I called Adobe technical support again on Tuesday 2/27. I worked with a tech for two hours and made no progress. I was given a ticket number and told that my situation would be escalated. Adobe said I would be contacted on Thursday, 3/1. It's 3/5 and I've not heard anything back at all. I will be away for a few week and probably won't be home if they do call. I suppose they will close the ticket and I'll have to start over again.

Jeffrey_A_Wright

Community Manager

RemoNonaz I am sorry that you continue to face Error Code 190 when applying the Adobe CC updates. To confirm you are continuing to work with our support team under case ADB-1066209-B2L0?

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RemoNonazAuthor

Inspiring

I don't think so. I have a case number of ABD-1131085-M3W9.

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RemoNonazAuthor

Inspiring

Kglad:

I took up your idea and called Adobe technical support again during business hours, west coast time. I got the usual Indian help desk. The very courteous technician went through three Adobe cleanings of my computer and brought in a higher level technician who did the same thing. After two hours the problem still persisted and the technician said that he would have to stop. He did not give me a ticket number and he said that someone would be getting back to me by email. It's been two days and I've not heard anything yet. I am getting frustrated with Adobe technical support. They seem incapable of solving this issue.

kglad

Community Expert

you may (or may not) succeed by resetting your computer to a previous date. you almost certainly would succeed by reformatting your c drive and then reinstalling windows and then updating windows and then installing the cc desktop app.

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RemoNonazAuthor

Inspiring

Not going to do that! There must be a simple fix for this.

cherishyn12122954

Adobe Employee

Kindly try below steps:

Navigate to “C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\HDBox”
Right-click on “Set-up.exe” and choose Properties.
On the Compatibility tab, deselect the Run this program in compatibility mode for option.
Follow the same process for "Setup.exe" present in the same folder.
Restart computer and launch the Creative Cloud desktop app.

Thanks

Cherishy

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RemoNonazAuthor

Inspiring

Cherishy:

I followed your instructions but they made no difference. When you say to run "in compatibility mode", what mode should I be selecting? I chose Windows 7 because I never had this problem when I was running Windows 7, but there are options going back to Windows 95. What is the correct choice?

cherishyn12122954

Adobe Employee

Please uncheck the "Run in compatibility option". You need to disable the compatibility mode.

Kanikas

Community Manager

Moving to Creative Cloud Download & Install

kglad

Community Expert

if you're certain you have win 10, use compatibility mode (win 10) to start your cc desktop app.

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RemoNonazAuthor

Inspiring

Not sure what you are referring to. I certainly have Windows 10, but isn't compatibility mode designed to allow older, non Windows 10 applications to run under Windows 10? The CC interface IS designed to run under Windows 10. Why would it help to run it in compatibility mode?

How would I do this?

kglad

Community Expert

you have an os recognition issue: FATAL: Sanity check for installation failed. Current OS version 6.0.6000 doesn't satisfy OS requirements.

use compatibility mode to force win 10.

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