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SteveDr
Known Participant
January 15, 2014
Question

Creative Cloud updates failed

  • January 15, 2014
  • 2 replies
  • 2329 views

Hi,

I have been having the same problem with updates to CC software that many others have - namely the updates to certain packages fail with the message: "Installation failed. Error Code: U44M1P7"

The so called "solution" posted here http://helpx.adobe.com/creative-suite/kb/error-u44m1p7-installing-updates-ccm.html does not solve it for me. I am experiencing exactly the same scenario with updates for Dreamweaver CC, Photoshop CC, Illustrator CC, and Premiere Pro CC.  It seems the same update applies to each package.

FYI I am running fully updated Windows 8.1 with Bitdefender Total Security 2014.  This is a HP G6 laptop,  I don't have this problem on my other laptop which is also running 8.1 but with no additional  AV software.  Incidentally, I disabled the AV on the HP but this did not resolve the error with the updates.

Here is an extract containing the last few line of  the install log for the update to DW: -

CustomHook_Helperx64 ---- Start ----------

01/15/14 09:54:21:709 | [ERROR] |  | OOBE | DE |  |  |  | 6564 | 01/15/14 09:54:21:703 | [ERROR] |  | OOBE | DE |  |  |  | 1944 | Cannot load function name 'CSInstallerCustomHookProc' from library C:\Program Files (x86)\Common Files\Adobe\Installers\uninstall\{45C5DE59-4DB4-4A96-84E1-93C59BD5C4AE}.data. Error 0

01/15/14 09:54:21:709 | [ERROR] |  | OOBE | DE |  |  |  | 6564 |

01/15/14 09:54:21:710 | [INFO] |  | OOBE | DE |  |  |  | 6564 | Custom action return code: -4

01/15/14 09:54:21:710 | [INFO] |  | OOBE | DE |  |  |  | 6564 | :: END TIMER :: [System check :{45C5DE59-4DB4-4A96-84E1-93C59BD5C4AE}] took 67.7926 milliseconds (0.0677926 seconds) DTR = 118.007 KBPS (0.115241 MBPS)

01/15/14 09:54:21:710 | [ERROR] |  | OOBE | DE |  |  |  | 6564 | System check returned with error : -4

01/15/14 09:54:21:711 | [INFO] |  | OOBE | DE |  |  |  | 6564 | :: END TIMER :: [Total Timer] took 5271.69 milliseconds (5.27169 seconds) DTR = 3.79385 KBPS (0.00370493 MBPS)

01/15/14 09:54:22:713 | [INFO] |  | OOBE | DE |  |  |  | 6564 | -------------------------------------- Summary --------------------------------------

01/15/14 09:54:22:713 | [INFO] |  | OOBE | DE |  |  |  | 6564 |  - 0 fatal error(s), 2 error(s)

01/15/14 09:54:22:713 | [INFO] |  | OOBE | DE |  |  |  | 6564 | Win OS version: 6.2.0.0 64 bit Type: 1

01/15/14 09:54:22:713 | [INFO] |  | OOBE | DE |  |  |  | 6564 |

01/15/14 09:54:22:713 | [INFO] |  | OOBE | DE |  |  |  | 6564 | ERROR: 01/15/14 09:54:21:701 | [INFO] |  | OOBE | DE |  |  |  | 1944 | ---------- CustomHook_Helperx64 ---- Start ----------

01/15/14 09:54:22:713 | [INFO] |  | OOBE | DE |  |  |  | 6564 | 01/15/14 09:54:21:703 | [ERROR] |  | OOBE | DE |  |  |  | 1944 | Cannot load function name 'CSInstallerCustomHookProc' from library C:\Program Files (x86)\Common Files\Adobe\Installers\uninstall\{45C5DE59-4DB4-4A96-84E1-93C59BD5C4AE}.data. Error 0

01/15/14 09:54:22:713 | [INFO] |  | OOBE | DE |  |  |  | 6564 |

01/15/14 09:54:22:714 | [INFO] |  | OOBE | DE |  |  |  | 6564 | ERROR: System check returned with error : -4

01/15/14 09:54:22:714 | [INFO] |  | OOBE | DE |  |  |  | 6564 |

01/15/14 09:54:22:714 | [INFO] |  | OOBE | DE |  |  |  | 6564 | Please search the above error string(s) to find when the error occurred.

01/15/14 09:54:22:714 | [INFO] |  | OOBE | DE |  |  |  | 6564 | These errors resulted in installer Exit Code mentioned below.

01/15/14 09:54:22:714 | [INFO] |  | OOBE | DE |  |  |  | 6564 | -------------------------------------------------------------------------------------

01/15/14 09:54:22:714 | [INFO] |  | OOBE | DE |  |  |  | 6564 |

01/15/14 09:54:22:714 | [INFO] |  | OOBE | DE |  |  |  | 6564 | Exit Code: 7 - Unable to complete Silent workflow.

01/15/14 09:54:22:714 | [INFO] |  | OOBE | DE |  |  |  | 6564 | *=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*

01/15/14 09:54:22:714 | [INFO] |  | OOBE | DE |  |  |  | 6564 | END - Installer Session

- any more ideas other than re-install my software?.  I tried this with Photoshop but it did not help.  I can't understand why an installer can't record the cause of a failure and give some more meaningful information rather than the unhelpful U44M1P7. ??

This topic has been closed for replies.

2 replies

P
plv
Participant
February 4, 2014

If you have Kaspersky running on your computers pause it, its the only way I can get the Adobe CC updates to insatl

S
SteveDrAuthor
Known Participant
February 4, 2014

Thanks for the suggestion plv - I have Bitdefender but that's not the problem.

I have reinstalled Dreamweaver CC and Photoshop CC - and it works!

Finally, the updates installed and the Illustrator and Premier Pro updates disappeared from the desktop app so probably they were waiting for the same update.

Now, is that the problem solved or will I get the same problem next time there are updates?  We'll see ..

Thanks to Jeff and all who offered suggestions.

SD

Mandeep5062
Mandeep5062
Participating Frequently
January 15, 2014

Hi Steve,

Please Refer : http://forums.adobe.com/message/5391508

http://helpx.adobe.com/creative-suite/kb/error-u44m1p7-installing-updates-ccm.html

For Exit Code 7 : http://helpx.adobe.com/creative-suite/kb/errors-exit-code-6-exit.html

S
SteveDrAuthor
Known Participant
January 15, 2014

Thanks Mandeep5062,

I tried disabling everything Adobe along with any other non-essential items.  Unfortunately, it made no difference to the update results.

Will keep on trying ...

S
SteveDrAuthor
Known Participant
January 17, 2014

Anyone listening at Adobe?  I am still getting exactly the same errors every time I attempt to update as mentioned in my post 2 days ago.  So far NONE of the procedures offered have resolved this issue, and I'm not the only one experiencing this. 

How come Adobe don't seem to understand how their installer can fail?  It should be a simple process to include error trapping into their software so it doesn't fail,  or, at least, can inform the user what went wrong.  If this is a system fault (i.e windows 8) or a problem with the installer Adobe don't seem to have worked out why its failing ....

I am waiting for a proper solution to this.  I guess I'll just have to manage without these updates until someone sorts out these failures.  Reading all the other posts on this problem -is the only solution REALLY to uninstall ALL adobe software and reinstall ??

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