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SausalitoDog
SausalitoDog
Inspiring
January 16, 2014
Answered

PS CC update failed and app will not work at all

  • January 16, 2014
  • 1 reply
  • 587 views

I'm on a mac (mavericks, updated)

iMac late 2013

CC update starts downloading but quits at the 55-60% level with error that update failed.

I really didn't care about the new features and tried to use the existing app...no joy at all..nothing... my worst fears about this auto update stupid subscription idea have come to pass.

adobe chat is backed up llike crazy...

anyone know how to restart the app on a mac???

thanks

tom

This topic has been closed for replies.
Correct answer SausalitoDog

Jeff-

After a fairly short wait, I finally received a phone call from an adobe call center and sorted the issue out. It took almost 2 hours on the phone.

The final resolution was to uninstall and use the adobe cleaner tool to remove all traces of the original PS intstall and then reinstall the app.

Not pretty, but back up running.

Thanks for your input.

Cheers,

Tom

1 reply

Jeffrey_A_Wright
Jeffrey_A_Wright
Legend
January 16, 2014

Tom what error specifically are you receiving when you try to apply the update?  I would recommend reviewing your installation log for the exact error.  You can find details on how to review the installation log file at Troubleshoot install issues with log files | CC - http://helpx.adobe.com/creative-cloud/kb/troubleshoot-install-logs-cc.html.  Please feel free to post any specific errors you discover to the discussion.

SausalitoDog
SausalitoDogAuthor
Inspiring
January 16, 2014

Thanks, Jeff

I finally had to go out for a bit and stop obsessing on this stupid thing (why do I believe it's all related to their dumb subscription scam?)

The adobe chat folks finally picked up after 46 minutes, referred me to a higher level of support and told me I had to uninstall and reinstall everything - including all 3P plugin apps.

That just seems plain extreme to me.

The error in the log seems to be this:

- 0 fatal error(s), 1 error(s)

01/15/14 22:26:40:747 | [INFO] |  | OOBE | DE |  |  |  | 538548 | OSX version: 10.9.1 

01/15/14 22:26:40:747 | [INFO] |  | OOBE | DE |  |  |  | 538548 |

01/15/14 22:26:40:747 | [INFO] |  | OOBE | DE |  |  |  | 538548 | ----------- Payload: Adobe Photoshop CC Core_14.2_AdobePhotoshop14-Core 14.2.0.0 {41C7F331-50D0-4F5A-BCEF-C9598DE72962} -----------

01/15/14 22:26:40:747 | [INFO] |  | OOBE | DE |  |  |  | 538548 | ERROR: DF022: File corruption detected. Re-install the product & then apply the patch again. (Original file has invalid checksum "f5fc52283409f42c251d41c66b5b7a15")(Seq 136)

01/15/14 22:26:40:747 | [INFO] |  | OOBE | DE |  |  |  | 538548 |

01/15/14 22:26:40:747 | [INFO] |  | OOBE | DE |  |  |  | 538548 | Please search the above error string(s) to find when the error occurred.

01/15/14 22:26:40:747 | [INFO] |  | OOBE | DE |  |  |  | 538548 | These errors resulted in installer Exit Code mentioned below.

I'm wondering what would happen if I just downloaded a trial version and installed it over the existing one...or went to the page that someone mentioned a while back that has the manual downloads and tried it from that.

I just don't have the time or inclination to reload all the plugins etc - I would be better off spending that time learning to use Capture One better as I have a bunch of work to do...actually what it means over the near term is that I'm stuck doing all the work on my laptop.

If this error log means anything to you, I'd appreciate deciphering it...

Thanks again,

Tom

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