Re: Dimensions does not start after install - Adobe Community - 9793431

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2Pop

Community Beginner ,

Hello,

Same trouble here. Launching Dimension and it failled everytime. It just pop-up for a second or two in the Mac dock bar, and then vanished and nothng happens : no report, no message... nothing

I uninstall and reinstall Dimension a couple of time with no effects.

I'm using a lot of CC softwares on a daily basis (Photoshop, InDesign, Illustrator, Premiere, After Effect...) with no problems

Any ideas? I really need to have Dimension working now for professional purpose.

Here's a brief summary of my computer :

Mac Pro

MacPro 6,1

8-Core Intel Xeon E5 / 3 GHz

64 Go RAM

AMD FirePro D500

Mac Os Sierra 10.12.6

Waiting to hear from you... I've tried all I could by myself

757

5 Replies 5

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Jeffrey_A_Wright

Adobe Employee ,

Branching to a new discussion.

2Pop the discussion you responded to the individual was facing difficulty opening Dimensions CC on Windows 10. Your post states you are using Mac OS so the majority of that discussion is not relevant to you.

Please begin by checking the install log for any error messages which occurred during the installation process of Dimensions CC. Info on how to find the install log can be found at Creative Cloud download and install errors .

2Pop AUTHOR

Community Beginner ,

Hi Jeff,

Thanks for your [very] quick reply! I've found this [see below]. Hope it's revealant because it's Alien langage to me...

04/11/18 00:14:01:026 | [WARN] | | HDSetup | OOBEUtils | CommBridge | | OOBEUtils | 185806 | Writing info packet to pipe failed with error code -1

04/11/18 00:14:01:027 | [INFO] | | HDSetup | HDSetup | AppContext | | HDSetup | 185778 | ************************* END Adobe Setup *************************

04/11/18 00:16:35:251 | [INFO] | | HDSetup | HDSetup | AppContext | | HDSetup | 15834 | ************************* START Adobe Setup *************************

04/11/18 00:16:35:252 | [INFO] | | HDSetup | HDSetup | AppContext | | HDSetup | 15834 | Adobe Setup Version: 4.4.1.298

04/11/18 00:16:35:252 | [INFO] | | HDSetup | OOBEUtils | CommandLineParser | | OOBEUtils | 15834 | Parsing the command line provided. Number of command line arguments is 2

04/11/18 00:16:35:255 | [INFO] | | HDSetup | OOBEUtils | CommBridge | | OOBEUtils | 15834 | Write pipe already exists.

04/11/18 00:16:35:255 | [INFO] | | HDSetup | OOBEUtils | CommBridge | | OOBEUtils | 15834 | Read pipe already exists.

04/11/18 00:16:37:672 | [INFO] | | HDSetup | HDPIM | HDPIMSessionManager | | HDPIM | 15840 | Inside hdpimCreateSession

04/11/18 00:16:37:672 | [INFO] | | HDSetup | HDPIM | HDPIMSessionManager | | HDPIM | 15840 | Entering into 'createHDPIMSession'

04/11/18 00:16:37:672 | [INFO] | | HDSetup | HDPIM | HDPIMSessionManager | | HDPIM | 15840 | new session '272279A0-D3F1-4486-A91A-12C3D724BC1F' created

04/11/18 00:16:37:672 | [INFO] | | HDSetup | HDPIM | HDPIMSessionManager | | HDPIM | 15840 | Exiting hdpimCreateSession, new session ID is '272279A0-D3F1-4486-A91A-12C3D724BC1F'

04/11/18 00:16:37:700 | [INFO] | | HDSetup | HDPIM | HDPIMSessionManager | | HDPIM | 15840 | Inside hdpimInstallProduct with request <?xml version="1.0" encoding="UTF-8"?>

<DriverInfo>

<ProductInfo>

<SAPCode>ESHR</SAPCode>

<CodexVersion>1.1</CodexVersion>

<Platform>osx10-64</Platform>

<BuildVersion>1.1.0.721</BuildVersion>

</ProductInfo>

<RequestInfo>

<ClientWorkingDirectory>/tmp/524DF526-83C7-4E8F-B963-38EABB0B9CCD</ClientWorkingDirectory>

<InstallLanguage>fr_FR</InstallLanguage>

<InstallDir></InstallDir>

<PackageServiceURL>https://cdn-ffc.oobesaas.adobe.com/core/v2/applications</PackageServiceURL>

<x-api-key>CreativeCloud_v4_4</x-api-key>

<prefMigration>FALSE</prefMigration>

<PreserveInstallData>true</PreserveInstallData>

<ConflictXML>/tmp/524DF526-83C7-4E8F-B963-38EABB0B9CCD/F9178566-008C-464A-9CED-68FB229A6A41</ConflictXML>

<workflowType>install</workflowType>

</RequestInfo>

</DriverInfo>

04/11/18 00:16:37:704 | [INFO] | | HDSetup | HDPIM | HDPIMSessionManager | | HDPIM | 15840 | Exiting hdpimInstallProduct with status '0'

04/11/18 00:16:39:315 | [INFO] | | HDSetup | OOBEUtils | FileUtils | | OOBEUtils | 15949 | Successfully deleted directory from path: /tmp/EAB62621-C046-4581-A9B2-A2B6D2C1AD04. Recursive: 1

04/11/18 00:16:39:316 | [INFO] | | HDSetup | HDPIM | ApplicationManager | | HDPIM | 15949 | Populating install data from Application JSON

04/11/18 00:16:39:319 | [INFO] | | HDSetup | HDPIM | ApplicationManager | | HDPIM | 15949 | Sanitizing data for product-'Dimension CC'

04/11/18 00:16:39:319 | [INFO] | | HDSetup | HDPIM | ApplicationManager | | HDPIM | 15949 | HD Packager Version-'0.0.167'

04/11/18 00:16:39:322 | [INFO] | | HDSetup | HDPIM | ApplicationManager | | HDPIM | 15949 | Final Install Directory for the workflow is /Applications/Adobe Dimension CC

04/11/18 00:16:39:322 | [INFO] | | HDSetup | HDPIM | ApplicationManager | | HDPIM | 15949 | Sorting packages to install

04/11/18 00:16:39:323 | [INFO] | | HDSetup | HDPIM | ApplicationManager | | HDPIM | 15949 | Package (Name: AdobeDimension1-core Version: 1.1.0.721) selected for install

04/11/18 00:16:39:385 | [INFO] | | HDSetup | HDPIM | TaskManager | | HDPIM | 15996 | Starting 'DOWNLOAD' task for Package (Name: AdobeDimension1-core Version: 1.1.0.721)

04/11/18 00:16:39:388 | [INFO] | | HDSetup | HDPIM | DownloadManager | | HDPIM | 15996 | Package (Name: AdobeDimension1-core Version: 1.1.0.721) Download info - DownloadSize: 1108595299, DownloadPath:'/tmp/A238505D-3B25-4C00-99E0-CF2657EE963F'

04/11/18 00:19:19:240 | [INFO] | | HDSetup | HDPIM | TaskManager | | HDPIM | 15997 | Starting 'EXTRACT' task for Package (Name: AdobeDimension1-core Version: 1.1.0.721)

04/11/18 00:19:19:240 | [INFO] | | HDSetup | HDPIM | TaskManager | | HDPIM | 15996 | Completed 'DOWNLOAD' task for Package (Name: AdobeDimension1-core Version: 1.1.0.721), Time taken '160' sec

04/11/18 00:19:19:240 | [INFO] | | HDSetup | HDPIM | ExtractManager | | HDPIM | 15997 | Package (Name: AdobeDimension1-core Version: 1.1.0.721) Extract info - ExtractSize: 1999857353, ExtractPath:'/.adobeTemp/8A80D0CB-CBD6-439B-9642-8692F6BC25D2'

04/11/18 00:19:19:284 | [INFO] | | HDSetup | HDPIM | HDZIPHelper | | HDPIM | 15997 | starting decompression of file /tmp/A238505D-3B25-4C00-99E0-CF2657EE963F/AdobeDimension1-core.zip to folder /.adobeTemp/8A80D0CB-CBD6-439B-9642-8692F6BC25D2 with type Zip-Deflated

04/11/18 00:19:33:277 | [INFO] | | HDSetup | HDPIM | HDZIPHelper | | HDPIM | 15997 | completed decompression of file /tmp/A238505D-3B25-4C00-99E0-CF2657EE963F/AdobeDimension1-core.zip at folder /.adobeTemp/8A80D0CB-CBD6-439B-9642-8692F6BC25D2 with type Zip-Deflated with status code 0

04/11/18 00:19:33:315 | [INFO] | | HDSetup | OOBEUtils | FileUtils | | OOBEUtils | 15997 | Successfully deleted directory from path: /tmp/A238505D-3B25-4C00-99E0-CF2657EE963F. Recursive: 1

04/11/18 00:19:33:315 | [INFO] | | HDSetup | HDPIM | TaskManager | | HDPIM | 15998 | Starting 'INSTALL' task for Package (Name: AdobeDimension1-core Version: 1.1.0.721)

04/11/18 00:19:33:315 | [INFO] | | HDSetup | HDPIM | TaskManager | | HDPIM | 15997 | Completed 'EXTRACT' task for Package (Name: AdobeDimension1-core Version: 1.1.0.721), Time taken '14' sec

04/11/18 00:19:33:736 | [INFO] | | HDSetup | OOBEUtils | FileUtils | | OOBEUtils | 15998 | Successfully deleted directory from path: /.adobeTemp/8A80D0CB-CBD6-439B-9642-8692F6BC25D2. Recursive: 1

04/11/18 00:19:33:736 | [INFO] | | HDSetup | HDPIM | TaskManager | | HDPIM | 15998 | Completed 'INSTALL' task for Package (Name: AdobeDimension1-core Version: 1.1.0.721), Time taken '0' sec

04/11/18 00:19:35:266 | [INFO] | | HDSetup | HDSetup | AppContext | | HDSetup | 15948 | Exit Code: 0

-------------------------------------- Summary --------------------------------------

- 0 fatal error(s), 0 error(s), 0 warnings(s)

-------------------------------------------------------------------------------------

04/11/18 00:19:37:781 | [INFO] | | HDSetup | HDPIM | HDPIMSessionManager | | HDPIM | 15840 | Inside hdpimTerminateSession

04/11/18 00:19:37:784 | [INFO] | | HDSetup | HDPIM | HDPIMSessionManager | | HDPIM | 15840 | Exiting hdpimTerminateSession, successfully closed session '0'

04/11/18 00:19:37:802 | [WARN] | | HDSetup | OOBEUtils | CommBridge | | OOBEUtils | 15840 | Aborting write on pipe 5 , errno: 32

04/11/18 00:19:37:802 | [INFO] | | HDSetup | HDSetup | AppContext | | HDSetup | 15834 | Exit Code: 0

-------------------------------------- Summary --------------------------------------

- 0 fatal error(s), 0 error(s), 0 warnings(s)

-------------------------------------------------------------------------------------

04/11/18 00:19:37:802 | [WARN] | | HDSetup | OOBEUtils | CommBridge | | OOBEUtils | 15840 | Writing info packet to pipe failed with error code -1

04/11/18 00:19:37:803 | [INFO] | | HDSetup | HDSetup | AppContext | | HDSetup | 15834 | ************************* END Adobe Setup ************************

Jeffrey_A_Wright

Adobe Employee ,

2Pop I am sorry I am not seeing any errors in the log you have posted. If you are not finding any errors, using the Find command on the Install log, then please contact our support team at Contact Customer Care so the exact cause of why Dimensions CC failing to launch on macOS 10.12.6 can be determined.

2Pop AUTHOR

Community Beginner ,

Problem solved thanks to Adobe customer care. For info it was a read/write permission access on Mac Os that cause trouble

Thanks again for your help!

Jeffrey_A_Wright

Adobe Employee ,

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Thanks for the update, 2Pop!

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