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6
6ixgun
Known Participant
December 20, 2012
Question

CS6 updater fails to update PS Extended

  • December 20, 2012
  • 1 reply
  • 867 views


We are  **Really ** tired of this nonsense -  this has happened at one time or another with every suite product we've ever  owned since CS4 and I have to say it gets VERY OLD..    We were  able to fix the issue with  INDD and AI by uninstalling and re-installing  then applying the update manually to make it work  - I am not terribly confident the next update won't crash it out again:

With photoshop we are stuck on Photoshop 13.0 and have not been able to update -  because nothing we try  seems to allow us to update it.   Uninstalling at this point would take out all our extensions and plugins and frankly  I don't have half a day to waste re-installing everything or chasing down serial numbers.   The fact that we have to remove and re-install it is complete BS.  There has to be a less intrusive way. 

All this  has really got to stop -  at some point this shows up on every computer we have it installed on (MAC) - with the cost of this software and profit being made  you would think the basic process of updating the core code would not crash it. 


Sorry if I am ranting,  but we have a $10K investment in Adobe products,  we should not have to waste our time chasing this crap.

Suggestions anyone ?

Here is the install message - we used the updater and attempted to install manually -  nothing worked. 

Adobe Photoshop 13.0.3

Installation failed. Error Code: U44M2P7
Why even bother assigning  an error code if it is not explained anywhere ? 




This topic has been closed for replies.

1 reply

Jeffrey_A_Wright
Jeffrey_A_Wright
Legend
December 20, 2012

The error indicates a general installer error.  To find more details it will be necessary to review the installation logs.  You can find information on how to locate and interpret the installation logs at Troubleshoot with install logs | CS5, CS5.5, CS6 - http://helpx.adobe.com/creative-suite/kb/troubleshoot-install-logs-cs5-cs5.html.

Please feel free to respond to this thread if you have any questions regarding the errors which you discover within the log.

6
6ixgunAuthor
Known Participant
December 21, 2012

Thanks for the reply Jeff -  we examined the logs - apparently the update did not like the language packs and said there was a mismatch.  We've never touched a thing with any of our installs so not sure what was up.   There are no other obvious issues in the log.  

We resolved the problem by doing the following: 

We  did an "in place" install of Photoshop only using the original installer.  (i.e. we did not uninstall then re-install, we simply forced an over-write of what was already there using the original install package downloaded from our purchase in May 2012)   The installer replaced PS, Bridge,  and some of the other components of CS6. Although we only chose to install PS, it essentially downgrading all suite apps  to the original released rev  (May 7, 2012).   Fortunately all the plug-ins, actions and extensions were left intact so that was half the battle.

We then downloaded the latest version of Adobe Updater, ran it it manually and successfully updated all apps to the latest revision.   We are all good now.  I went into the OSX system info and verified all CS6 suite products are at the latest revision.

We have noticed that in the OSX system profiler there is only one version of each adobe app listed with its current revision, however there are 5 instances of InDesign CS6 - that seems odd to us. 

It is very obvious there is a serious bug with the installer / updater -  the adobe boards are flush with examples of this failure mode and in versions dating back to CS4 as I had mentioned.    We took a risk and reloaded PS despite the possibility of wiping out our entire installed plug-in and action library - thankfully,   it worked.   We lost two hours instead of two days. 

There also are issues whereby the the updater runs,  fails and then later reports that the software is up to date even though it is  not.   We were having issues with 3D that were supposedly  addressed  - and we were about to submit a bug report. For the heck of it we checked the system profiler and we discovered our software was still at 13.0    

We'd really  expect that the updating process would not be an issue.   I suspect we are also not alone in our discovery.    We hope that Adobe puts some priority on these failures and fixes them down the road.   I'd send you our log file, but it was purged / overwritten when we re-installed.    If there is anything else we can submit that will help, let me know - anything I can do to prevent this in the future is fine by me. 

Best regards,

Mark Kilian

President, 6IXGUN.COM

Jeffrey_A_Wright
Jeffrey_A_Wright
Legend
December 21, 2012

Thanks for the information Mark.  So far the growing trend I have been noticing is regarding the language files as well.  There are several utilities available for Mac OS users which apparently will modify the contents of the Adobe applications in an effort to free up disk space.  This is what ends up leading to installation failures such as the one you discovered.

Removing and reinstalling seems to resolve the issue as the updates need the language files to be intact in order to apply properly.  At least this is what I have seen from the installation log files so far and seems to be the most common root cause of the update failures.

This topic has already been brought up to our engineering team and they are aware of this possible cause for update failures.

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