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Smaranda
Smaranda
Participating Frequently
March 3, 2014
Answered

Illustrator CC installation failure

  • March 3, 2014
  • 1 reply
  • 4324 views

Dear Adobe support,

Let me start by saying that you currently have a VERY dissatisfied customer on your hands at the moment. After trying to get support from your live chat I realized you introduced this very "flattering" feature that only allows you to access the chat if you have a US address. That's plain discrimination. I pay just as much money as a US customer does. I then tried to go to your phone support which left me on hold for 15 minutes. All of this after 3 hours of trying to troubleshoot your damn installer issues that shouldn't be there in the first place - all this for Illustrator CC that I absolutely need to do my work on a tight schedule, I might add. So, dear support enginner handling this case, now is that time to do your absolute best and save the face of your company. Not kidding.

Issue is with installation of Illustrator CC. The update wouldn't install. I got the famous

Error U44M1P7 error.

Uninstalled and reinstalled illustrator CC twice, then tried to update it with no effect every time. The last time, i troubleshooted the error log and found that the isntaller apparently couldn't access some temporary files in an adobe installation folder. Went to Windows Explorer and made sure there were no read-only files in that folder. Tried again (twice), this time it has gone from bad to worse, because the product won't even install properly anymore. This is what I get as errors after installation. 

Exit Code: 6 Please see specific errors below for troubleshooting. For example,  ERROR: DF045, DS003,D ...   -------------------------------------- Summary --------------------------------------  - 0 fatal error(s), 15 error(s)    ----------- Payload: Adobe CSXS Extensions 4_4.0.1_AdobeCSXSExtensions4-mul 4.0.1.0 {0F60BFC9-8764-4554-B222-2B55089F395D} -----------  ERROR: DS003: Installer package might be corrupt. Re-download the installer and try again. (Cannot extract 'C:\Program Files (x86)\Common Files\Adobe\CEPServiceManager4\\Adobe\AdobePatchFiles\{0F60BFC9-8764-4554-B222-2B55089F395D}.zip'. Error: Error 0 )  ----------- Payload: Adobe CSXS Extensions 4_4.0.1_AdobeCSXSExtensions4-mul 4.0.1.0 {0F60BFC9-8764-4554-B222-2B55089F395D} -----------  ERROR: DS003: Cannot zip 'C:\Program Files (x86)\Common Files\Adobe\CEPServiceManager4\\Adobe\AdobePatchFiles\{0F60BFC9-8764-4554-B222-2B55089F395D}'. Error: Error 183 Cannot create a file when that file already exists.  ----------- Payload: ShareOnBehance_1.0.1_ShareOnBehance1-mul 1.0.1.0 {DE9B086C-67C4-4EB7-9786-9531AD8FEAE8} -----------  ERROR: DS003: Installer package might be corrupt. Re-download the installer and try again. (Cannot extract 'C:\Program Files (x86)\Common Files\Adobe\CEPServiceManager4\\Adobe\AdobePatchFiles\{DE9B086C-67C4-4EB7-9786-9531AD8FEAE8}.zip'. Error: Error 0 )  ----------- Payload: ShareOnBehance_1.0.1_ShareOnBehance1-mul 1.0.1.0 {DE9B086C-67C4-4EB7-9786-9531AD8FEAE8} -----------  ERROR: DS003: Cannot zip 'C:\Program Files (x86)\Common Files\Adobe\CEPServiceManager4\\Adobe\AdobePatchFiles\{DE9B086C-67C4-4EB7-9786-9531AD8FEAE8}'. Error: Error 183 Cannot create a file when that file already exists.  ----------- Payload: Adobe CSXS Infrastructure 4_4.0.1_AdobeCSXSInfrastructure4-mul 4.0.1.0 {9EEE0750-879F-4EA8-89F7-329C866B572B} -----------  ERROR: DF045: File corruption detected. Re-install the product & then apply the patch again. (Can not repair file "C:\Program Files (x86)\Common Files\Adobe\CEPServiceManager4\CEPServiceManager.exe")(Seq 13)  ERROR: Failed to apply patch to file at "C:\Program Files (x86)\Common Files\Adobe\CEPServiceManager4\VulcanControl.dll", Patcher tool returned error: 32769(Seq 11)  ERROR: DW063: Error rolling back command ARKPatchCommand(Seq 11)  ERROR: Failed to apply patch to file at "C:\Program Files (x86)\Common Files\Adobe\CEPServiceManager4\adobe_caps.dll", Patcher tool returned error: 32769(Seq 9)  ERROR: DW063: Error rolling back command ARKPatchCommand(Seq 9)  ERROR: Failed to apply patch to file at "C:\Program Files (x86)\Common Files\Adobe\CEPServiceManager4\ssleay32.dll", Patcher tool returned error: 32769(Seq 7)  ERROR: DW063: Error rolling back command ARKPatchCommand(Seq 7)  ERROR: Failed to apply patch to file at "C:\Program Files (x86)\Common Files\Adobe\CEPServiceManager4\lib\ServiceManager-Launcher.dll", Patcher tool returned error: 32769(Seq 5)  ERROR: DW063: Error rolling back command ARKPatchCommand(Seq 5)  ERROR: Failed to apply patch to file at "C:\Program Files (x86)\Common Files\Adobe\CEPServiceManager4\zlib1.dll", Patcher tool returned error: 32769(Seq 3)  ERROR: DW063: Error rolling back command ARKPatchCommand(Seq 3)  -------------------------------------------------------------------------------------

Please provide assistance asap. I would be happy to provide you with any other reference files you might nees, including full installation log from latest install, but I really can't find the right button to attach it to this post.

Thanks,

Smaranda

    This topic has been closed for replies.
    Correct answer Jeffrey_A_Wright

    Hi Jeff,

    Sorry for answering sporadically, i am racing against a deadline at work but it is however important to me that this issue is sorted out. Notbeing able to update is really not ok.

    I am looking at the latest installation log file and seeing erros in regrad to "installer package might be corrupt... " and a few others.

    I've made a dropbox with the 2 installation files - first the errors I got after installation of Illustrator CC (in safe mode) and then the log file that I got after attempting to install the update halft an hour later (and failing). I think this is easiest.

    https://www.dropbox.com/sh/iahw41oa3jjf9nv/uRt1A83WzK

    let me know if you can access it. You are also welcome to email or contact me directly if you feel that we should take the conversation offline.

    Thanks.

    Smaranda


    Smaranda you are facing difficulties updating the CSXS Infrastructure update 4.0.2.  I would recommend contacting our support team so they can provide a replacement for the damaged files.  For the best assistance, I recommend our chat support at http://adobe.ly/yxj0t6.  Our chat representatives can provide a personalized experience to resolve the issue you have described.

    As an alternative you can remove all software affected by this update.  This includes Photoshop, Illustrator, InDesign, Dreamweaver, Premiere Pro, After Effects, Flash Pro, and Prelude.  When you reinstall then it is likely the update will be downloaded and applied successfully.  Updates are applied automatically as part of the installation process.  So if your deadline primarily is with Illustrator you could start with installing Illustrator only.

    1 reply

    Mylenium
    Mylenium
    Legend
    March 3, 2014

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

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

    http://www.adobe.com/support/contact/cscleanertool.html

    Mylenium

    Smaranda
    SmarandaAuthor
    Participating Frequently
    March 4, 2014

    Hi.

    Thanks for the help. One problem: I am running Windows 8.1. Tried to go through the steps in the first link - unistalled Illustrator CC and then reinstalled it in Safe Mode but I am still getting a Error Code 6. It seems there's no redistributable package for to fix Windows Installer for Windows 8 (and there hasn't been one since after Vista). Have no idea how I could fix that. Thoughts? Tried googling without much success.

    Regarding the article on error code u44m1p7. Initial error was caused by this. Again, tried to follow the steps. I can't however locate Illustrator CC or any other CC software on the Adobe download page that it points to. Everything seems to stop at CS6. Am I missing something? So solution 1 from there doesn't work for me. I conseuently switched to solution 2 which brought me to this point

    Regarding the cleaner - I ran that both for Creative Cloud desktop app, then for Illustrator CC upon reinstallation.

    /Smaranda

    Smaranda
    SmarandaAuthor
    Participating Frequently
    March 4, 2014

    Tried to update agiain, got the same error. Situation right now is that Illustrator CC seems to be working but

    a) it has installed with errors and

    b) I can't update it

    ... and I am half expecting it to consequently blow up on me any time now )) or something like that... after all the troubble that I've had.

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