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akus42433514
Participant
January 20, 2025
Question

Creative cloud installation fails "Machine is not HP"

  • January 20, 2025
  • 1 reply
  • 214 views

I created a Creative Cloud deployment package that includes all possible applications. The installation process starts smoothly, and some applications install successfully. However, after a while, the installer uninstalls everything. I have tested this on multiple devices.

Upon reviewing the ACC.log, I found the following line:

01/20/25 09:52:25:397 | [INFO] | | ASU | PIM | PIM | | | 6484 | Machine is not HP, mode is not OEM_ESD and no TS entry exists

After this, the installer begins to uninstall all applications.

Interestingly, when I created a package containing only Photoshop, everything worked perfectly.

1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
January 20, 2025

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.



<"moved from download & install">
A
Community Manager
Anshul_NautiyalCommunity Manager
Community Manager
January 20, 2025

Hi  @akus42433514,

 

Thanks for reaching out. After reviewing your concern, it appears that the issue may be related to the deployment package or the specific configuration of the machine. Please follow these steps to troubleshoot and resolve the problem:

 

 

Use the Adobe Admin Console to recreate the package. This helps rule out the possibility of a corrupted installer. Ensure you are using the latest version of the Adobe Creative Cloud Packager or the Admin Console. Outdated tools can cause compatibility issues.

 

Confirm that all target devices meet the system requirements for the Creative Cloud applications included in the package. Refer to the latest system requirements here: System Requirements for Creative Cloud.

 

Run the Adobe Creative Cloud Cleaner Tool to remove any previous installations and residual files. This helps resolve conflicts that could be causing installation failures.

 

Deploy the package on a completely different device or environment to determine if the issue is specific to certain machines or configurations.

 

Consider using Adobe Package Templates for a simplified installation process. These templates are pre-configured and can help mitigate setup issues.

 

 

Additionally, check out the following document: Failed Installations for Creative Cloud Desktop.

 

If the issue persists after completing these steps, please provide the following information for further analysis:

  1. A copy of the ACC.log file to review detailed error messages.
  2. Specific details about the deployment package settings.
  3. The exact steps and environment where the issue occurs.

Please don’t hesitate to reach out with any additional questions.

 

 

Regards,
^AN

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