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michaelr29271271
Participant
March 11, 2016
Answered

Photoshop CC install fails with "ASU has quit unexpectedly"

  • March 11, 2016
  • 4 replies
  • 1114 views

Since desktop Creative Cloud application [Windows 7] failed with a continuously spinning wheel I have been trying the various solutions found here. These have involved uninstalling everything, running cleaner, re-installing desktop CC... Attempting to then re-install Photoshop CC 2015 then fails, [stops at some percentage]. I've tried the more precise operations found here [Errors "Exit Code 6" and "Exit Code 7" installing Adobe Creative Cloud, CS6, CS5.5, Premiere Elements, and Photoshop Ele…] without any success. [Though cannot claim all the redistributable repairs and modified startups were done correctly.]

The relevant portion of the log appears to be:

03/10/16 18:54:43:215 | [INFO] |  | OOBE | DE |  |  |  | 1060 | *=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*

03/10/16 18:54:43:215 | [INFO] |  | OOBE | DE |  |  |  | 1060 | Installer Operation: PayloadInstaller

03/10/16 18:54:43:215 | [INFO] |  | OOBE | DE |  |  |  | 1060 | *=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*

03/10/16 18:54:43:215 | [INFO] |  | OOBE | DE |  |  |  | 1060 | Request to install payload

03/10/16 18:54:43:215 | [INFO] |  | OOBE | DE |  |  |  | 1060 | Payload Adobe Photoshop CC 2015 Core_16.1.2_AdobePhotoshop16-Core_x64 16.1.2.0 {F217525B-30EB-42F2-A730-F61139264DB5}: Calling ARKEngine from path C:\Program Files (x86)\Common Files\Adobe\OOBE\PDApp\DECore\DE6\resources

03/10/16 18:54:43:386 | [INFO] |  | OOBE | DE |  |  |  | 1060 | Extracting asset:C:\Users\Misha\AppData\Local\Temp\Adobe\AAMUpdater\AdobePhotoshopCC2015-16.0\16.1.2\setup\payloads\AdobePhotoshop16-Core_x64-130116074228\Assets2_1.zip

03/10/16 18:54:43:386 | [INFO] |  | OOBE | DE |  |  |  | 1060 | Setting file open option to false in the unzipper

03/10/16 18:54:43:449 | [INFO] |  | OOBE | DE |  |  |  | 1060 | Extracting asset:C:\Users\Misha\AppData\Local\Temp\Adobe\AAMUpdater\AdobePhotoshopCC2015-16.0\16.1.2\setup\payloads\AdobePhotoshop16-Core_x64-130116074228\Assets1_1.zip

03/10/16 18:54:43:449 | [INFO] |  | OOBE | DE |  |  |  | 1060 | Setting file open option to false in the unzipper

03/10/16 18:57:05:420 | [ERROR] |  | OOBE | DE |  |  |  | 1480 | ASU has quit unexpectedly.

03/10/16 18:57:29:740 | [INFO] |  | OOBE | DE |  |  |  | 1060 | Extracting assets complete. Number assets: 2

03/10/16 18:57:29:740 | [INFO] |  | OOBE | DE |  |  |  | 1060 | CustomizedPatch property not found in database

03/10/16 18:57:29:740 | [INFO] |  | OOBE | DE |  |  |  | 1060 | Beginning installation for payload at C:\Users\Misha\AppData\Local\Temp\Adobe\AAMUpdater\AdobePhotoshopCC2015-16.0\16.1.2\setup\payloads\AdobePhotoshop16-Core_x64-130116074228\Install.db

03/10/16 18:58:32:952 | [INFO] |  | OOBE | DE |  |  |  | 1060 | Setting permission for: C:\Program Files\Adobe\Adobe Photoshop CC 2015\Presets\Deco\Picture Frame.jsx Group/User:BuiltinGuests Access:GENERIC_ALL(Seq 1450)

03/10/16 18:58:32:952 | [INFO] |  | OOBE | DE |  |  |  | 1060 | Setting permission for: C:\Program Files\Adobe\Adobe Photoshop CC 2015\Presets\Deco\Picture Frame.jsx Group/User:BuiltinUsers Access:GENERIC_ALL(Seq 1451)

03/10/16 18:58:33:607 | [INFO] |  | OOBE | DE |  |  |  | 1060 | Setting permission for: C:\Program Files\Adobe\Adobe Photoshop CC 2015\Presets\Deco\_Deco Menu.jsx Group/User:BuiltinGuests Access:GENERIC_ALL(Seq 1472)

03/10/16 18:58:33:607 | [INFO] |  | OOBE | DE |  |  |  | 1060 | Setting permission for: C:\Program Files\Adobe\Adobe Photoshop CC 2015\Presets\Deco\_Deco Menu.jsx Group/User:BuiltinUsers Access:GENERIC_ALL(Seq 1473)

03/10/16 18:58:34:325 | [INFO] |  | OOBE | DE |  |  |  | 1060 | Evaluating condition# 1(Seq 1500)

03/10/16 18:58:34:325 | [INFO] |  | OOBE | DE |  |  |  | 1060 | Condition failed(Seq 1500)

03/10/16 18:58:34:325 | [INFO] |  | OOBE | DE |  |  |  | 1060 | Evaluating condition# 1(Seq 1501)

03/10/16 18:58:34:325 | [INFO] |  | OOBE | DE |  |  |  | 1060 | Condition failed(Seq 1501)

03/10/16 18:58:48:271 | [INFO] |  | OOBE | DE |  |  |  | 1060 | Evaluating condition# 1(Seq 1834)

03/10/16 18:58:48:271 | [INFO] |  | OOBE | DE |  |  |  | 1060 | Condition failed(Seq 1834)

03/10/16 18:58:48:271 | [INFO] |  | OOBE | DE |  |  |  | 1060 | Evaluating condition# 1(Seq 1835)

03/10/16 18:58:48:271 | [INFO] |  | OOBE | DE |  |  |  | 1060 | Condition failed(Seq 1835)

The Assets1_1.zip  file is present in the correct path. To test the integrity of the file I can un-zip it manually. The un-zip appears to work without error.

Attempting to launch Photoshop then fails with components not found.

It seems that a fair number of folks are having similar issues. Any solutions or work-arounds?

This topic has been closed for replies.
Correct answer michaelr29271271

Again, responding to my own post. Success! [Though not certain exactly why...] kglad's and Brucgovn's suggestions were helpful. Thanks! Repairing, or re-installing any Microsoft Visual C++ redistributables helped some.

Finally, out of desperation, I removed any items even vaguely smelling of "Adobe," [not including Acrobat documents.] These included any applications, services, anything in AppData Local or Roaming Adobe folders, and the C:\Users\Misha\AppData\Local\Temp\{708A6B05-0886-43ED-9EB0-A6E346EE3A1F} folder. This requires re-booting to remove services already running.

Next, I upgraded from Windows 7 to Windows 10. Not certain this was necessary, but needed to be done anyway.

Then re-installed AdobeAIR, making certain to run the installer in Admin mode.

Then re-installed Creative Cloud desktop app, again making certain of Admin mode. CC app asks for user name and password, and immediately goes to application install window.

Photoshop installed correctly.

Lightroom installed correctly.

Both Photoshop and Lightroom launch.

Seven log files are created:

03/12/2016  03:32 PM        14,457 Adobe Export Assets 2 (64 bit) 2.4 03-12-2016.log
03/12/2016  04:05 PM        33,642 Adobe Lightroom 6.0 03-12-2016.log
03/12/2016  04:08 PM        13,706 Adobe Lightroom 6.4 03-12-2016.log
03/12/2016  03:29 PM       174,575 Adobe Photoshop CC 2015 16.0 03-12-2016.log
03/12/2016  03:34 PM        55,948 Adobe Photoshop CC 2015 16.1.2 03-12-2016.log
03/12/2016  03:36 PM        14,232 Adobe Preview CC 1.1.3 03-12-2016.log
03/12/2016  03:37 PM        25,083 Photoshop Camera Raw 8 9.4 03-12-2016.log

I hope all of these steps are not really necessary for every user, nor will be needed again on every upgrade, but I was getting desperate.

4 replies

M
michaelr29271271AuthorCorrect answer
Participant
March 12, 2016

Again, responding to my own post. Success! [Though not certain exactly why...] kglad's and Brucgovn's suggestions were helpful. Thanks! Repairing, or re-installing any Microsoft Visual C++ redistributables helped some.

Finally, out of desperation, I removed any items even vaguely smelling of "Adobe," [not including Acrobat documents.] These included any applications, services, anything in AppData Local or Roaming Adobe folders, and the C:\Users\Misha\AppData\Local\Temp\{708A6B05-0886-43ED-9EB0-A6E346EE3A1F} folder. This requires re-booting to remove services already running.

Next, I upgraded from Windows 7 to Windows 10. Not certain this was necessary, but needed to be done anyway.

Then re-installed AdobeAIR, making certain to run the installer in Admin mode.

Then re-installed Creative Cloud desktop app, again making certain of Admin mode. CC app asks for user name and password, and immediately goes to application install window.

Photoshop installed correctly.

Lightroom installed correctly.

Both Photoshop and Lightroom launch.

Seven log files are created:

03/12/2016  03:32 PM        14,457 Adobe Export Assets 2 (64 bit) 2.4 03-12-2016.log
03/12/2016  04:05 PM        33,642 Adobe Lightroom 6.0 03-12-2016.log
03/12/2016  04:08 PM        13,706 Adobe Lightroom 6.4 03-12-2016.log
03/12/2016  03:29 PM       174,575 Adobe Photoshop CC 2015 16.0 03-12-2016.log
03/12/2016  03:34 PM        55,948 Adobe Photoshop CC 2015 16.1.2 03-12-2016.log
03/12/2016  03:36 PM        14,232 Adobe Preview CC 1.1.3 03-12-2016.log
03/12/2016  03:37 PM        25,083 Photoshop Camera Raw 8 9.4 03-12-2016.log

I hope all of these steps are not really necessary for every user, nor will be needed again on every upgrade, but I was getting desperate.

M
michaelr29271271Author
Participant
March 11, 2016
Please download the attached file to view this post
Govardhan.V
Govardhan.V
Participating Frequently
March 11, 2016

It will be good for reference , if you post exact complete error message you are getting on Adobe Creative Cloud app .

Does the Installation process is getting error around like 42 or 43 % ?? Or around 75 or 80% ..etc??

Are you able to install any other Adobe apps or are you getting same error for other Apps as well ?

Uninstalling everything included deleting Adobe related folders from C: > Program FIles(x86) > Common Files > Adobe ?

C: > Users > Appdata > Local >Adobe ???

Let us know if you had already tried that , if you haven't tried, please post error message I requested earlier.

kglad
Community Expert
kgladCommunity Expert
Community Expert
March 11, 2016

https://helpx.adobe.com/creative-suite/kb/error-exit-6-exit-7.html

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