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ivandazed
Known Participant
April 15, 2022
Answered

Users suddenly can't find our extension in Manage plugins on CC App

  • April 15, 2022
  • 1 reply
  • 2313 views
I am the developer of an extension for Illustrator which is listed for years on Adobe Exchange. In the manifest.xml we already state the extension is compatible from 21.0 up to 26.9.
 
But recently in these 2 days, we got reports from several users that Specees disappear in Window  > Extensions after updating to Illustrator 26.2.1. They even can’t find it in the CC desktop APP  (Stock & Marketplace > Plugins > Manage plugins). And they cannot download the extension (They reported with error code 1001) nor they can install it with .zxp downloaded from Adobe Exchange. One user contacted Adobe support and they reply him with the answer that saying the extension is not compatible with his Illustrator.
 
We have tried install and reinstall our extension on both Mac and Windows with Illustrator 26.2.1 and we found no issue so we don’t think compatibility would not be an issue. Please advice on how our user can fix this, or in case you think that’s our problem in our code, pleasegive us  advise on how to fix it.
    This topic has been closed for replies.
    Correct answer erinferinferinf

    Email sent to ccintrev@adobe.com and CC you. I haven't got every users' information but some of them are on 5.7 version of the CC app. I will also ask them to try uninstall and reinstall CC app and see if that works.


    Hi Adam and Ivan,

     

    The Exchange team worked on this issue over the weekend, and reports:

    quote

    ...we did a thorough analysis over the weekend and restored another 1250 entitlements. This time we are pretty sure we got all of them so please reach out to Adam and tell him one more time to have any users that complain to try reloading.

     

    We also have a permanent fix in place so no new renewals will be missed.

     

    [...] feel free to forward email addresses of any users who continue to have problems despite one more reload (and I will analyze).   As you can see from the other email it is possible that some users actually did cancel their subscription and will have to pay again while others may not have realized that the plugin was entitled to different AdobeID credentials than they are using for CCD.

     

    Send any users that are still stuf to me, finnegan@adobe.com and CC ccintrev@adobe.com 

     

    I'm also going to check, in the long term, if the customer support people could alert us any time 10 or more users are getting sent back to the developer for support, particularly right after a Creative Cloud desktop app roll out.

    1 reply

    erinferinferinf
    Adobe Employee
    erinferinferinf
    Adobe Employee
    April 15, 2022

    Hi there!

     

    Yikes! That sounds bad.

     

    Please reach out to wwds@adobe.com and ccintrev@adobe.com and tell them about the problem, with a link to your listing on https://exchange.adobe.com/creativecloud.html

     

    Today is a "Global Wellbeing Day" so it might be Monday or Tuesday before anyone gets back to you. (Some

    countries have an "Easter Monday" as well...)

     

    Can you send your customers ZXP files outside of the Exchange? (Looks like it's a paid extension though...)

     

    Does your extension use the XMP Script Library? That dropped out of Illustrator 25.4, but it's been restored in 25.4.5_525. (And later versions.)

     

    In a developer Slack someone else was asking:

     

    Is anyone aware of any issues with Illustrator 26.1 on Windows 11 with CEP? I have an extension I wrote that has worked great for a couple of years but a customer recently upgraded to Windows 11 and now it seems some functions are no longer working.  I don’t have access to Windows 11 so can’t debug.

     

    It installs fine for me, and I'm still given the option to download the ZXP from here: https://exchange.adobe.com/creativecloud/install-instructions.100740.html

     

    I'm on an M1 Mac, with Illustrator 25.4.1, Creative Cloud desktop app 5.7.

     

    The -1001 error is  "EXMAN_FAILED_ELEVATE_START_TIMEOUT = -1001," which I think means that there was a permissions error of some sort.

     

    I take it you can't replicate the users' problems, right?

      I
      ivandazedAuthor
      Known Participant
      April 16, 2022

      Thanks for the conatct and I will ask them for help!

      Right, it's a paid extension ao I can't send them the .zxp. We have used the XMP Script Library to save some information to the .ai file. Yes, I remember the related function didn't work for some older version (probably 25.4 as you mentioned) but that doesn't affect user to use our extension at all. So I guess that's not related to the current issue. Both Mac and Windows (Windows 10)  users reported the same issue so there's no clue for us. And you are right, I can't replicate the error on Mac and Windows.... 

      Adam DeHaven
      Adam DeHaven
      Participating Frequently
      April 19, 2022

      @ivandazedhow were you able to resolve this?

       

      I have the exact same issue 

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