Skip to main content
T
tome95947198
Participant
May 20, 2016
Answered

Unable to install Lightroom CC. Unknown error.

  • May 20, 2016
  • 2 replies
  • 1642 views

Hi -

So I just bought CC and started to download Lightroom, but it failed to install. I clicked to learn more and it just says an error was encountered when installing and the 'more information' button sends me to a web browser with a blank page.

Any ideas on what the cause could be? I haven't got a clue.

This topic has been closed for replies.
Correct answer kglad

it says your installer download is corrupt.

try a different browers and/or wired connect or use a download manager.

or download from prodesigntools.com

if you follow all 7 steps you can directly download from prodesigntools:  Adobe CC 2015 Direct Download Links: Creative Cloud 2015 Release | ProDesignTools

if you have a problem starting the download, you didn't follow all 7 steps, or your browser does not accept cookies. 

the most common problem is caused by failing to meticulously follow steps 1,2 and/or 3 (which adds a cookie to your system enabling you to download the correct version from adobe.com). 

failure to obtain that cookie results in an error page being displayed after clicking a link on prodesigntools.com or initiates the download of an incorrect (eg, current) version.

2 replies

owentozer
owentozer
Participant
May 31, 2017

Hi

I've had the same problem as above. All the other apps install perfectly but Lightroom fails at around 40%.

I've tried everything I can see on forums - signing in and out again being the most common solution. I've uninstalled the desktop app and run their cleanup software, tried direct download of Lightroom and still it fails to install. Every option I select on the adobe help/contact section of the site refers me to the forums and never gives me a contact option.

I'd appreciate any suggestions, but mostly I'd appreciate some form of contact from Adobe support. Not being able to contact them when you've tried everything else is really bad form on their part I think.

Hope there's somebody that can help.

Cheers

kglad
Community Expert
kgladCommunity Expert
Community Expert
May 31, 2017

using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'still need help', http://helpx.adobe.com/x-productkb/global/service-ccm.html

kglad
Community Expert
kgladCommunity Expert
Community Expert
May 20, 2016

you could check your install logs for information about the install failure, Troubleshoot install issues with log files in Adobe Creative Suite (CS6, CS5.5, CS5), PS Elements, and Premiere Elements

T
tome95947198Author
Participant
May 21, 2016

I have two error logs from trying to install Illustrator. The first one says everything installed corrected, which is odd as it didn't... Here's the summary from the second error log:

03/13/16 20:46:59:733 | [INFO] |  | OOBE | DE |  |  |  | 224194 | -------------------------------------- Summary --------------------------------------

03/13/16 20:46:59:733 | [INFO] |  | OOBE | DE |  |  |  | 224194 |  - 1 fatal error(s), 1 error(s)

03/13/16 20:46:59:733 | [INFO] |  | OOBE | DE |  |  |  | 224194 | OSX version: 10.11.0 

03/13/16 20:46:59:733 | [INFO] |  | OOBE | DE |  |  |  | 224194 |

03/13/16 20:46:59:733 | [INFO] |  | OOBE | DE |  |  |  | 224194 | ----------- Payload: Adobe Illustrator CC 2015_19.2.0_AdobeIllustrator19-mul 19.2.0.0 {19C7F1EF-7C7A-4F84-AF18-2BB22290B7AA} -----------

03/13/16 20:46:59:733 | [INFO] |  | OOBE | DE |  |  |  | 224194 | ERROR: DS003: Cannot zip '/Applications/Adobe/AdobePatchFiles/{19C7F1EF-7C7A-4F84-AF18-2BB22290B7AA}'. Error:

03/13/16 20:46:59:733 | [INFO] |  | OOBE | DE |  |  |  | 224194 | ----------- Payload: Adobe Illustrator CC 2015_19.2.0_AdobeIllustrator19en_GBLanguagePack 19.2.0.0 {9307BE46-3FA6-4F32-9503-FD6DBEDD1982} -----------

03/13/16 20:46:59:733 | [INFO] |  | OOBE | DE |  |  |  | 224194 | FATAL: DS003: Installer package might be corrupt. Re-download the installer and try again. (Cannot extract '/Volumes/Adobe_Illustrator_CC_2015_19_2_0/payloads/AdobeIllustrator19en_GBLanguagePack-251115143951/AdobeIllustrator19en_GBLanguagePack-251115143951.zip' to '/Library/Application Support/Adobe/Installers/adobeTemp/{9307BE46-3FA6-4F32-9503-FD6DBEDD1982}'. Error: )

03/13/16 20:46:59:733 | [INFO] |  | OOBE | DE |  |  |  | 224194 |

03/13/16 20:46:59:733 | [INFO] |  | OOBE | DE |  |  |  | 224194 | Please search the above error string(s) to find when the error occurred.

03/13/16 20:46:59:733 | [INFO] |  | OOBE | DE |  |  |  | 224194 | These errors resulted in installer Exit Code mentioned below.

03/13/16 20:46:59:733 | [INFO] |  | OOBE | DE |  |  |  | 224194 | -------------------------------------------------------------------------------------

03/13/16 20:46:59:733 | [INFO] |  | OOBE | DE |  |  |  | 224194 |

03/13/16 20:46:59:733 | [INFO] |  | OOBE | DE |  |  |  | 224194 | Exit Code: 6 - Silent workflow completed with errors.

03/13/16 20:46:59:733 | [INFO] |  | OOBE | DE |  |  |  | 224194 | Please see specific errors for troubleshooting. For example, ERROR: DS003 ...

03/13/16 20:46:59:733 | [INFO] |  | OOBE | DE |  |  |  | 224194 | *=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*

03/13/16 20:46:59:733 | [INFO] |  | OOBE | DE |  |  |  | 224194 | END - Installer Session

03/13/16 20:46:59:733 | [INFO] |  | OOBE | DE |  |  |  | 224194 | *=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*

kglad
Community Expert
kgladCommunity ExpertCorrect answer
Community Expert
May 21, 2016

it says your installer download is corrupt.

try a different browers and/or wired connect or use a download manager.

or download from prodesigntools.com

if you follow all 7 steps you can directly download from prodesigntools:  Adobe CC 2015 Direct Download Links: Creative Cloud 2015 Release | ProDesignTools

if you have a problem starting the download, you didn't follow all 7 steps, or your browser does not accept cookies. 

the most common problem is caused by failing to meticulously follow steps 1,2 and/or 3 (which adds a cookie to your system enabling you to download the correct version from adobe.com). 

failure to obtain that cookie results in an error page being displayed after clicking a link on prodesigntools.com or initiates the download of an incorrect (eg, current) version.

Terms & ConditionsAccessibility statement
Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices