Participating Frequently

Question

Installing Photoshop through CC on an iMac (Mavericks) fails at 90 percent - ASU has quit unexpectedly.

Forum|Forum|11 years ago
January 8, 2015
5 replies
2136 views

Trying to install Photoshop CC 2014 through Creative Cloud on an iMac running Yosemite. I have the CC Photography plan, although I first attempted the install during the demo period and the end result was identical to now.

The install stops at 90%.

It seems that the main installer actually succeeds (Photoshop is left in a usable state) but maybe fails to register itself properly with CC.

If I restart CC, Photoshop shows as installed, but with an upgrade available. If I try to upgrade then it stalls at 50%.

The failure in /Library/Logs/Adobe/Installers/Adobe Photoshop CC 2014 15.0 01-07-2015.log.gz is "ASU has quit unexpectedly."

~/Library/Logs/PDapp.log says:

01/07/15 22:47:45:465 | [INFO] | | ASU | vulcanEventDispatcher | vulcanEventDispatcher | | | 145752 | Build Version - 8.0.0.156

01/07/15 22:47:45:465 | [INFO] | | ASU | vulcanEventDispatcher | vulcanEventDispatcher | | | 145752 | Logging Level verbosity Set to 4

01/07/15 22:47:45:465 | [INFO] | | ASU | vulcanEventDispatcher | vulcanEventDispatcher | | | 145752 | Taking appId as default in broadcastVulcanEventForLicenseRefresh

01/07/15 22:47:45:466 | [INFO] | | ASU | Vulcan5EventHandler | Vulcan5EventHandler | | | 145752 | Build Version - 8.0.0.156

01/07/15 22:47:45:466 | [INFO] | | ASU | Vulcan5EventHandler | Vulcan5EventHandler | | | 145752 | Logging Level verbosity Set to 4

01/07/15 22:47:45:466 | [ERROR] | | ASU | Vulcan5EventHandler | Vulcan5EventHandler | | | 145752 | Inside sendVulcan5MessageForLicenseRefresh.

If I uninstall and re-install it stops at 90% again.

Rebooting doesn't help, either in normal mode or into safe mode with no other apps running.

I've logged out of CC and back in again.

So far the problem is consistent and reproducible every time.

Lightroom installed with no errors.

This topic has been closed for replies.

GavinLucasAuthor

Participating Frequently

Just a little update.

Adobe have just silently withdrawn my support issue with no update or explanation. Just changed from 'awaiting response from Adobe' to 'Withdrawn' with not so much as a courtesy email.

Adobe support is a joke and a bad one at that. It's something that you should be thoroughly ashamed of.

How do you expect professionals rely on your software when you offer no support if they encounter issues with your software.

Completely disgusted.

GavinLucasAuthor

Participating Frequently

I was hoping to get a solution from Adobe support that I could post here for everyone's benefit, but I'm now of the opinion that I'm not going to get a solution to this before the end of my CC subscription.

Someone from support requested logs from me about 2 weeks ago, which I supplied same day. A week later he then emailed me saying that he was going to close the support issue if I didn't reply within 2 days. I responded and he replied to that response asking a couple of questions that he would have answers to if he had actually read my opening post above. I've been emailing the logs to him several times a day since with a request that he acknowledge receipt, but a week later I still have had no response or acknowledgement.

My CC subscription's first month will be up in a couple of days so it now looks almost certain that I'll be cancelling the subscription before I get a response from support. I may keep an eye on the forums just in case a solution appears and, if so, consider re-subscribing, but given how bad my experience has been, I'm now more inclined to look elsewhere.

I'd like to know where complaints should be directed. The level of support that I have received should be something that Adobe are ashamed and embarrassed about. The support person that I have been in contact with is especially worthy of criticism, although, having worked in support for another extremely well know IT company, I know that the management of his team may also share the blame, e.g. insufficient headcount or high staff turnover causing a lack of expertise in the team.

Jeff, if you could supply me with the details of the complaints process, it would be much appreciated.

If I have any update, I'll post it here.

Jeffrey_A_Wright

Legend

Gavin I am sorry that you are continuing to face a frustrating experience resolving the current errors. I did speak with Varun and I would encourage you to allow the Connect session so that Varun can assist you directly. I do understand your concern regarding remote connections to your computer. He would be providing guidance on the steps performed or if you would prefer he could guide you through the steps.

If you can please send a fresh copy of the log files to Varun as he has requested it would be appreciated. This will allow Varun to have the most up to date information to review to best determine the exact resolution to your error.

GavinLucasAuthor

Participating Frequently

I'd already forwarded the logs to Varun.

It seems your mail system is also not fit for purpose. If an email containing a zip file generated by one of your own tools is silently dropped then how is that usable by support?

As I explained to Varun on the phone, I use this computer for work and I'm connected to a corporate VPN so for company confidentiality reasons I'm not willing to give him access. However I'm happy to be guided through any steps sensible required outside of office hours...

So to that end I spent over an hour on the phone with Varun to no avail.

I do not feel that anyone I have spoken to has any real expertise. No one has looked at the log files that I have supplied. Varun hadn't read up on the case history or forum post. He started off asking me to download Creative Cloud as if I hadn't already done that already. His main suggestion was to install the software as root, which is dumb for a couple of reasons as a) OS X does not allow the root user to have a graphical session for security reasons, root privileges are accessed via sudo. b) the installer uses sudo anyway to install as root:admin rendering his suggestion meaningless.

For the record, and so that other people know what DOESN'T help, the other suggestions that Varun asked me to try are:

1) changing the permissions of /Library/Application Data/Adobe/ and ~/Library/Application Data/Adobe/ and all the folders bellow so that everyone has read and write access (doing so for the latter directory also makes no sense since all the files and directories below it are owned by my and the only users involved are my user and root and both already had full access). Needless to say the upgrade stalled at 50% as before and the same failures were reported in the logs.

2) launching the update from within Photoshop itself (from the 'Help' menu, click [Update..]). The install won't proceed as it says that 'Adobe Application Manager' is running. I can see that the Adobe Application Manager is launched when Photoshop is started, but at Varun's insistence I still rebooted my machine and tried again. Surprise, surprise, Adobe Application Manager was launched when Photoshop started and the upgrade refused to proceed in the same way.

3) downloading the Photoshop installer outside of CC and installing that. The install succeeds, but CC still says that an update is pending. Clicking update results in the same hang at 50%.

That was the sum total of the suggestions I received. I need someone who understands the logs (ideally someone who at least has source code access) to have a read through as I feel all the key information is there. I don't think that having a 1st line support person hacking around on my machine without reference to the information I've already supplied is of any benefit to anyone. I don't like having my time wasted.

Varun agreed to escalate the issue last night, but I've not heard anything since, and tomorrow is that day that I have to cancel my subscription if this is not resolved.

Given that I've not had any use out of these products over the last month (why invest time in a product that you're likely to throw out of the window?), the idea of paying a month's for the last month's subscription would be rather galling. I don't like the general concept of software as a service anyway, but especially as I have received no service even with an active subscription, this appears to be the nail in the coffin for me.

I've asked several times now, but can you please give me the details of how I can make a complaint.

Thanks,

Gavin.

johnp75564942

Participant

Hey Gavin,

Having the same problem here except with any update I attempt, and all error logs have the same 'ASU has quit unexpectedly' error. If you got yours working, It'd much much appreciated if you'd let me know what fixed it.

Thanks!

GavinLucasAuthor

Participating Frequently

The only error in that log is as per my original post "ASU has quit unexpectedly". That's the last line in the log. There are no other errors or failures.

I'm surprised you are asking about that log, the contents of PDapp.log strike me as being much more interesting since it shows where ASU is falling over. Since I don't have source code access I don't know what sendVulcan5MessageForLicenseRefresh does, but from the name of the function I'm guessing it's trying to communicate with another host or process with regards to licensing.

Although the install fails, Photoshop is left in a usable state and appears to be correctly licensed.

Ta,

Gavin.

Jeffrey_A_Wright

Legend

Gavin the PDApp log is most the most beneficial prior to the installer initializing. After the installer has initialized typically the error messages will be located within the installer log file for that installation/update.

If you are not finding any specific error messages within the installer log then please contact our support team for direct assistance. You can contact our support team directly at Contact Customer Care. You are welcome to reference this discussion.

GavinLucasAuthor

Participating Frequently

O.K.

Given that I've now wasted a lot of time over the last two days trying to start a support 'chat' which is supposedly open 24/7 (the one time that it wasn't saying that 'Chat is unavailable right now', I simply never received any reply to my query) and given that the only other option is telephone support during office hours, which is not possible for me to access given the fact that I have a day-job...

This forum is all very well but, if as it appears, there is no escalation path then it's shouldn't be listed as a support option.

Can you please give me information on how I submit a complaint?

Many thanks,

Gavin.

Jeffrey_A_Wright

Legend

GavinLucas what error messages did you locate within the Adobe Photoshop CC 2014 15.0 01-07-2015.log file? You can find additional guidance on how to review installation log files at Troubleshoot install issues with log files | CC - http://helpx.adobe.com/creative-cloud/kb/troubleshoot-install-logs-cc.html.

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded