Unable to install package in Citrix environment

Question

Hi, we are trying to install the package in Citrix but there are error messages. Can someone explain to us what the problem is?

12/09/24 14:49:36:190 | [INFO] | | ASU | MSIInvoker | MSIInvoker | | | 6644 | Build Version - 2.2.0.6
12/09/24 14:49:36:190 | [INFO] | | ASU | MSIInvoker | MSIInvoker | | | 6644 | Logging Level verbosity Set to 4
12/09/24 14:49:36:199 | [INFO] | | ASU | MSIInvoker | MSIInvoker | | | 6644 | Successfully fetched the optionXML content from MSI database ...
12/09/24 14:49:36:216 | [INFO] | | ASU | MSIInvoker | MSIInvoker | | | 6644 | The OS language detected for Acrobat (nl_NL)
12/09/24 14:49:36:216 | [INFO] | | ASU | MSIInvoker | AAMEEUtilities | | | 6644 | Path to Process :C:\WINDOWS\system32\msiexec.exe Process Directory :C:\WINDOWS\system32 arguments being passed : /i "C:\Install\Adobe Creative Cloud\Build\Adobe Creative Cloud.msi" /qn
12/09/24 14:49:38:285 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 3060 | Build Version - 2.2.0.17
12/09/24 14:49:38:285 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 3060 | Logging Level verbosity Set to 4
12/09/24 14:49:38:285 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 3060 | Executing immediate custom action for install mode.
12/09/24 14:49:38:285 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 3060 | The CustomActionData string is : mode=install;sourceDir=C:\Install\Adobe Creative Cloud\Build\;installDir=;origDB=C:\Install\Adobe Creative Cloud\Build\Adobe Creative Cloud.msi;installLang=
12/09/24 14:49:38:286 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 3060 | Successfully executed the immediate custom action for install mode .
12/09/24 14:49:43:854 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Build Version - 2.2.0.17
12/09/24 14:49:43:854 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Logging Level verbosity Set to 4
12/09/24 14:49:43:854 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Executing the deferred custom action.
12/09/24 14:49:43:857 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Obtained the following as CustomActionData
12/09/24 14:49:43:857 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | (mode=install;sourceDir=C:\Install\Adobe Creative Cloud\Build\;installDir=;origDB=C:\Install\Adobe Creative Cloud\Build\Adobe Creative Cloud.msi;installLang=)
12/09/24 14:49:43:857 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | (mode=install;sourceDir=C:\Install\Adobe Creative Cloud\Build\;installDir=;origDB=C:\Install\Adobe Creative Cloud\Build\Adobe Creative Cloud.msi;installLang=)
12/09/24 14:49:43:857 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Original database path is : C:\Install\Adobe Creative Cloud\Build\Adobe Creative Cloud.msi
12/09/24 14:49:43:864 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | OptionXML saved at location :: C:\Users\ctxrh\AppData\Local\Temp\{2AFF85E5-E916-4CA9-96E2-2656DC265412}\\{CB4A2C25-7A44-4762-A30F-19B6E47B3C49}
12/09/24 14:49:43:890 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Build Version - 2.2.0.17
12/09/24 14:49:43:890 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Logging Level verbosity Set to 4
12/09/24 14:49:43:890 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | CustomAction Parameters obtained...
12/09/24 14:49:43:890 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | optXMLPath :: C:\Users\ctxrh\AppData\Local\Temp\{2AFF85E5-E916-4CA9-96E2-2656DC265412}\\{CB4A2C25-7A44-4762-A30F-19B6E47B3C49}
12/09/24 14:49:43:890 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | setupBasePath :: C:\Install\Adobe Creative Cloud\Build\
12/09/24 14:49:43:890 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | installDirPath ::
12/09/24 14:49:43:890 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | installLang ::
12/09/24 14:49:43:890 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Initializing Custom Action Data from parameters
12/09/24 14:49:43:890 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Provisioning Tool path is (C:\Users\ctxrh\AppData\Local\Temp\{2AFF85E5-E916-4CA9-96E2-2656DC265412}\\{F21D48CB-4C22-40CC-B9BE-1D0C7D69290F}).
12/09/24 14:49:43:892 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Starting to run the custom action for install mode
12/09/24 14:49:43:892 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | STEP 1: Starting to parse Option XML.
12/09/24 14:49:43:906 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Match OS lang option selected
12/09/24 14:49:43:907 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Added OS Language (nl_NL) to the install language fallback.
12/09/24 14:49:43:907 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Install language fallback contains following languages :
12/09/24 14:49:43:907 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | (nl_NL)
12/09/24 14:49:43:907 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | (nl_NL)
12/09/24 14:49:43:907 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | The target architecture of the package is WIN
12/09/24 14:49:43:907 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Self-Update BootStrapper Relative Path doesn't exist.
12/09/24 14:49:43:907 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Packaging style not found
12/09/24 14:49:43:907 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | RemoteUpdateManager deploy Path doesn't exist.
12/09/24 14:49:43:907 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | No of updates found (0).
12/09/24 14:49:43:907 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | No of HD products found (13).
12/09/24 14:49:43:907 | [ERROR] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Failed to get value for conflicting processes...
12/09/24 14:49:43:907 | [WARN] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Failed to parse the conflictProcessInfo for HD media (COSY7.2.0)...
12/09/24 14:49:43:910 | [ERROR] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Failed to get value for conflicting processes...
12/09/24 14:49:43:910 | [WARN] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Failed to parse the conflictProcessInfo for HD media (COCM1.0)...
12/09/24 14:49:43:913 | [ERROR] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Failed to get value for conflicting processes...
12/09/24 14:49:43:913 | [WARN] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Failed to parse the conflictProcessInfo for HD media (LIBS4.6.4)...
12/09/24 14:49:43:923 | [ERROR] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Failed to get value for conflicting processes...
12/09/24 14:49:43:923 | [WARN] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Failed to parse the conflictProcessInfo for HD media (COPS1.0)...
12/09/24 14:49:43:933 | [ERROR] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Failed to get value for conflicting processes...
12/09/24 14:49:43:933 | [WARN] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Failed to parse the conflictProcessInfo for HD media (CORG1.1)...
12/09/24 14:49:43:937 | [ERROR] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Failed to get value for conflicting processes...
12/09/24 14:49:43:937 | [WARN] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Failed to parse the conflictProcessInfo for HD media (CORE1.0)...
12/09/24 14:49:43:945 | [ERROR] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Failed to get value for conflicting processes...
12/09/24 14:49:43:945 | [WARN] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Failed to parse the conflictProcessInfo for HD media (UXPW1.2.0)...
12/09/24 14:49:43:949 | [ERROR] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Failed to get value for conflicting processes...
12/09/24 14:49:43:949 | [WARN] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Failed to parse the conflictProcessInfo for HD media (KANC6.0.0)...
12/09/24 14:49:43:952 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Custom deployment path doesnt exist in options XML
12/09/24 14:49:43:952 | [WARN] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Failed to find Royalty Bearing attribute info.
12/09/24 14:49:43:952 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Found the AppsPanel attribute info (false)
12/09/24 14:49:43:952 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Found the AdminPrivilege attribute info (false)
12/09/24 14:49:43:952 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Number of Medias found = 0

12/09/24 14:49:43:952 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Deployment Manager is running in Install Mode.
12/09/24 14:49:43:953 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | STEP 2: Starting to launch ASU AAM.
12/09/24 14:49:43:953 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Going to install C:\Install\Adobe Creative Cloud\Build\ASU_6.4.0
12/09/24 14:49:43:955 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Latest AAM version with the package is (6.4.0.361)...
12/09/24 14:49:43:955 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Bootstrapper launch location is :: C:\Install\Adobe Creative Cloud\Build\ASU_6.4.0\Set-up.dat
12/09/24 14:49:43:955 | [INFO] | | ASU | DeploymentManager | AAMEEUtilities | | | 7668 | Path to Process :C:\Install\Adobe Creative Cloud\Build\ASU_6.4.0\Set-up.dat Process Directory :C:\Install\Adobe Creative Cloud\Build\ASU_6.4.0 arguments being passed :"C:\Install\Adobe Creative Cloud\Build\ASU_6.4.0\Set-up.dat" --mode=silent --action=install --edtWorkFlow=1
12/09/24 14:50:25:287 | [INFO] | | ASU | DeploymentManager | AAMEEUtilities | | | 7668 | Process creation completed.
12/09/24 14:50:25:287 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Build Version - 2.2.0.17
12/09/24 14:50:25:287 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Logging Level verbosity Set to 4
12/09/24 14:50:25:287 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | The return code from the Bootstrapper Process is (21).
12/09/24 14:50:25:287 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Going to install C:\Install\Adobe Creative Cloud\Build\ASU_5.5.0
12/09/24 14:50:25:289 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Latest AAM version with the package is (5.5.0.617)...
12/09/24 14:50:25:289 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Bootstrapper launch location is :: C:\Install\Adobe Creative Cloud\Build\ASU_5.5.0\Set-up.dat
12/09/24 14:50:25:289 | [INFO] | | ASU | DeploymentManager | AAMEEUtilities | | | 7668 | Path to Process :C:\Install\Adobe Creative Cloud\Build\ASU_5.5.0\Set-up.dat Process Directory :C:\Install\Adobe Creative Cloud\Build\ASU_5.5.0 arguments being passed :"C:\Install\Adobe Creative Cloud\Build\ASU_5.5.0\Set-up.dat" --mode=silent --action=install --edtWorkFlow=1
12/09/24 14:52:58:736 | [INFO] | | ASU | DeploymentManager | AAMEEUtilities | | | 7668 | Process creation completed.
12/09/24 14:52:58:736 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Build Version - 2.2.0.17
12/09/24 14:52:58:736 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Logging Level verbosity Set to 4
12/09/24 14:52:58:736 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | The return code from the Bootstrapper Process is (0).
12/09/24 14:52:58:738 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Created file with ACC Panel Masked C:\Program Files (x86)\Common Files\Adobe\OOBE\Configs\ServiceConfig.xml
12/09/24 14:52:58:738 | [INFO] | | ASU | DeploymentManager | Native-Utils | | | 7668 | Skipping custom installs, either path does not exist or not directory (C:\Install\Adobe Creative Cloud\Build\pre)
12/09/24 14:52:59:461 | [INFO] | | ASU | DeploymentManager | HDPIMWrapper | | | 7668 | Conflict processes not running or killed successfully ...
12/09/24 14:53:00:349 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Build Version - 2.2.0.17
12/09/24 14:53:00:349 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Logging Level verbosity Set to 4
12/09/24 14:53:00:349 | [ERROR] | | ASU | DeploymentManager | HDPIMWrapper | | | 7668 | Failed to read error string from file path.
12/09/24 14:53:00:349 | [FATAL] | | ASU | DeploymentManager | HDPIMWrapper | | | 7668 | The HDPIM Setup Process return code is (195).Stopping the installation process.
12/09/24 14:53:00:349 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Error subcode details (, , ) send to ingest...
12/09/24 14:53:00:349 | [ERROR] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Product Media (IDSN, 20.0.1) installation failed ...
12/09/24 14:53:00:354 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Starting to clean the partially installed payloads.
12/09/24 14:53:00:356 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | No payloads are required to be cleaned up. So Adobe Installer is not invoked.
12/09/24 14:53:00:361 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Skipping Product Media (IDSN, 20.0.1) uninstallation, product not installed ...
12/09/24 14:53:00:362 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Skipping Product Media (PHSP, 26.1) uninstallation, product not installed ...
12/09/24 14:53:00:363 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Uninstaller location is :: C:\Program Files (x86)\Adobe\Adobe Creative Cloud\Utils\Creative Cloud Uninstaller.exe
12/09/24 14:53:00:401 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Uninstaller launch location changed to temp location :: C:\Users\ctxrh\AppData\Local\Temp\Creative Cloud Uninstaller.exe
12/09/24 14:53:00:401 | [INFO] | | ASU | DeploymentManager | AAMEEUtilities | | | 7668 | Path to Process :C:\Users\ctxrh\AppData\Local\Temp\Creative Cloud Uninstaller.exe Process Directory :C:\Users\ctxrh\AppData\Local\Temp arguments being passed :"C:\Users\ctxrh\AppData\Local\Temp\Creative Cloud Uninstaller.exe" -u
12/09/24 14:53:47:989 | [INFO] | | ASU | DeploymentManager | AAMEEUtilities | | | 7668 | Process creation completed.
12/09/24 14:53:47:989 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | The CCDA uninstallation process return code is (0).
12/09/24 14:53:47:995 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | inside updat report
12/09/24 14:53:47:995 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | PkgID node not found
12/09/24 14:53:47:995 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | creating other nodes of report
12/09/24 14:53:47:995 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Inside Get deployment guid
12/09/24 14:53:47:995 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | Deployment GUID generated is {426DD76E-D8CC-4F0D-BCC7-2C36AAE6A9FB}
12/09/24 14:53:47:995 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | setting deploymetn GUID
12/09/24 14:53:47:995 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 7668 | saving report at C:\Program Files (x86)\Common Files\Adobe\OOBE\DeploymentReports\fcf0a991-bb41-4de2-82ad-7815eaa23ff9.xml
12/09/24 14:53:48:137 | [INFO] | | ASU | DeploymentManager | AAMEEUtilities | | | 7668 | The output of process received in execWithOutput :
Microsoft Windows [Version 10.0.17763.6530]

12/09/24 14:53:48:140 | [INFO] | | ASU | DeploymentManager | | | | 7668 | Event Guid generated is: '79693e7c-9b80-49b8-86ae-0f297aab868b'
12/09/24 14:53:48:141 | [INFO] | | ASU | DeploymentManager | | | HTTPConnector | 7668 | Sending HTTP request message: Method: POST || URL: na1e-acc.services.adobe.com/hsmessaging/rest || Timeout: 30 || Compression: false || Request headers: Content-Type : text/xml

Anshul_Nautiyal · Accepted Answer

Hi @martijn_5116,Thank you for reaching out. Upon reviewing the most recent PDApp log you shared, I have identified some errors. I’ve highlighted these issues and shared the details with you in the previous message. Could you please confirm if you have reviewed them?If you have already done so, I recommend attempting to install flat packages. You can also explore the following resources for comprehensive guidance on package creation and deployment: Create Named User Licensing packageshttps://adobe.ly/3ZrGz70 Additionally, in the context of your virtual environment, please note that Adobe officially supports only Acrobat in such setups. While other Adobe applications may be installed in virtualized environments, this is not officially recommended and may lead to challenges. Should you require further assistance, feel free to reach out. Regards,^AN

Anshul_Nautiyal · Answer

Hi @martijn_5116,Thank you for reaching out. Upon reviewing the logs, I observed the following error:12/09/24 14:49:43:907 | [ERROR] | ASU | DeploymentManager | 7668 | Failed to get value for conflicting processes...This may suggest that there are other Adobe applications or software running in the background, potentially conflicting with the installation. I recommend closing any unnecessary applications during the installation process.Additionally, I found the following error:The return code from the Bootstrapper Process is (21).To resolve this, please ensure that you are using the latest version of the installer.Another error is as follows:12/09/24 14:49:43:952 | [INFO] | ASU | DeploymentManager | 7668 | Found the AppsPanel attribute info (false). The "AdminPrivilege" attribute is marked as "false," which indicates that the installer may not be running with the required administrative privileges.To address this, please run the installer with administrative privileges to ensure sufficient permissions.If the issue persists, I recommend performing a clean reinstall using the Adobe Creative Cloud Cleaner Tool to ensure that no remnants of previous installations are interfering with the process.Please also note that Adobe officially supports only Acrobat in virtual environments. While other applications can be installed, please be aware that doing so may lead to challenges, as Adobe does not officially recommend running them in such environments. Please check the following documentation for this.  Should you need further assistance, feel free to reach out. Regards,^AN

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