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A
AnitaLaLo
Participant
October 22, 2020
Question

Re: I tried to update photoshop to v22 but it fails at 75%.

  • October 22, 2020
  • 4 replies
  • 2024 views

Also having the exact sme problem installing Photoshop v22. Gets to between 73 and 75%, and then fails. Tried restarting, still fails.

 

And since I work for a company that sets the firewall and Antivirus software, I not only can't uninstall it, but I can't even turn it off. 

 

You need to fix this, and not expect your customers to jump through hoops trying to make it work. It's obviously a bug.

 

As it stands, I can't use Photoshop at all at this point. 

      This topic has been closed for replies.

      4 replies

      D
      default9raknad5q9fz
      Participant
      October 22, 2021

      this is the problem with always online garbage. Let me buy a product once and be done with it.  to constantly pay monthly to have the product down is insane.

      B
      BRAD5E23
      Participant
      October 27, 2020

      If you have somebody that administers Cylance at an Enterprise level have them whitelist PhotoshopPrefsManager.exe. I worked with my security group to look at the problem and once that change was made I was able to install Photoshop. I have also expressed to Adobe that they to correct this problem by fixing their code. 

        D
        DilbertIsMyHero
        Known Participant
        October 27, 2020

        After spending some time with what masquerades as Adobe support this morning, the only way to install Photoshop 2021 is to disable your virus protection software. The problem with this for enterprise users is that we don't have control over our computers most of time (i.e. we do not have administrator accounts which is needed to disable things like virus protection). I am sorry but this is a RIDICULOUS SOLUTION. A software company such as Adobe, should not have released an update with this type of installation bug in it. How did this big of a bug not get caught during the testing phase?

        I passed the information regarding disabling the virus protection along to our IT team and our virus protection is not easily disabled. They are having to research how and if this is even possible. Adobe, you should be ashamed releasing an update that many of us can't install. I hope you know that there are now other software options available to us that weren't several years ago. From what I have heard and read, the alternative software packages are every bit as powerful as what you are offering. With the lack of customer service I have experienced from you, those alternatives are starting to look better and better. 

        Has Adobe become so big that they have forgotten who keeps their lights on? If they don't remember who that is, it is your customers...the people who have been with you for years and years. Please start treating us better before we all start dumping you for the alternatives that are gaining ground on you...quickly.

          K
          kjlkjl
          Participant
          November 17, 2020

          I agree.  Adobe support told me to disable my AV.  I replied so you want me to disable my AV so potential malware can run...they said yes.  It is ridiculous that this is their solution!

          K
          KenichiM
          Participating Frequently
          October 23, 2020

          Experiencing the exact same issue and situation  From Creative Cloud desktop, attempted to upgrade to Photoshop 2021 (v22) on Windows 10 but fails..  I uninstalled and tried again.  Install fails at 86% with Error 183.  I was able to install Phtotshop 2020 (v21) without issues.

           

          The anti-virus software is Cylance and becauses its a company machine I can't turn it off or uninstall it.

           

          I talked with Adobe Chat support  They even logged remotely into my computer and could not resolve the issue (they just disconnected after an hour)

           

          Here is the error 183 encountered while installing Photoshop 2021 (v22)

          FATAL: Error (Code = 183) executing in command 'RunProgramCommand' for package: 'AdobePhotoshop22-Core_x64', version:22.0.0.35
FATAL: Error occurred in install of package (Name: AdobePhotoshop22-Core_x64 Version: 22.0.0.35). Error code: '183'
ERROR: CreateProcess failed! Error: 5
WARN: Unable to run program "C:\Program Files\Adobe\Adobe Photoshop 2021\PhotoshopPrefsManager.exe"

           

           

          D
          DilbertIsMyHero
          Known Participant
          October 26, 2020

          I am receiving the same error. 

           

          Does anyone from Adobe monitor this forum??? If so, please provide a solution to those of us who are Enterprise users. Not being able to update Photoshop is ridiculous. I have tried running as Adminitrator but there isn't a way to run the Adobe CC applicaiton as an Administrator. It just eventually quits trying to load since it is taking too long.

          I have also tried setting the PhotoshopPrefsManager.exe file to run with Admin privledges but no joy.

           

          I have tried setting the entire PHotoshop 2021 folder and all its files and subdirectories to non-Read-only privledges. 

           

          I need a fix and so do several others. Please help your enterprise customers!!!!

           

          GeoCourt
          GeoCourt
          Participant
          October 27, 2020

          Part of the new Photoshop v22 installation process is getting flagged by security software:

           

          The application C:\ProgramFiles\Adobe\PhotoshopPrefsManager.exe was determined to be unsafe.

           

          This then hangs the install process at around 90% completion.

           

          Checking to see if I can get it unblocked by our antivirus/security application.

          A
          AnitaLaLoAuthor
          Participant
          October 22, 2020

          Additionally, I can't open files by double clicking them in InDesign anymore, I get the "How do you want to open this .indd file?" message every time, even after I have converted it to the newest version. The icon in my folders is also just a blank page, not like the old .indd logo that indicated it was an InDesign file. This seems to be another bug. 

           

          Unfortunately I have already updated Illustrator too, so will probably have issues with that now?

           

          I've stopped updating any of my programs to the new version at this point. Was there no testing done before this update was shipped out? I've not seen any other new versions with as many issues as I am having with this.

          A
          AnitaLaLoAuthor
          Participant
          October 23, 2020

          OK, so I posted this yesterday and it was movced from the original threa (apparently I was posting it in the wrong place and it needed to be in enterprise teams), but there has been NO RESPONSE from anyone. 

           

          I know I am not the only person with this issue. WHAT DOES ADOBE INTEND TO DO TO FIX THIS ISSUE? Is there somewhere else I should be sending COMPLAINTS related to this? My Adobe Creative Suite is not very useful since I updated, and I am not very happy with the complete lack of response.

          S
          Community Manager
          SuJoshiCommunity Manager
          Community Manager
          October 23, 2020

          I apologize for the inconvenience caused to you. In this scenario, I would recommend you to contact the support team directly so that they can check the settings and the logs to find the root cause of the issue. You can initiate a chat session, click on the chat icon on the bottom right corner of this page: https://helpx.adobe.com/support.html.

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