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Adobe Application Manager Errors

Forum|Forum|8 years ago
February 18, 2018
5 replies
11802 views

For the last week or so I'm seeing an error message in my Windows 10 Application log on every boot, and then repeated at random intervals.

The error is this -

Faulting application name: AAM Updates Notifier.exe, version: 9.0.0.281, time stamp: 0x5776ade0

Faulting module name: UpdaterCore.dll, version: 9.0.0.30, time stamp: 0x5773799f

Exception code: 0xc0000005

Fault offset: 0x0006287e

Faulting process ID: 0x2a30

Faulting application start time: 0x01d3a8c7ece02e87

Faulting application path: C:\Program Files (x86)\Common Files\Adobe\OOBE\PDApp\UWA\AAM Updates Notifier.exe

Faulting module path: C:\Program Files (x86)\Common Files\Adobe\OOBE\PDApp\UWA\UpdaterCore.dll

Report ID: 6e36136e-8581-4762-aa2c-41421964a69a

Faulting package full name:

Faulting package-relative application ID:

I have tried to uninstall and reinstall AAM, but there seems to be no uninstall option for it.

I downloaded the latest version and just reinstalled it, which seemed to work OK, but the error messages are still there.

I'm not 100% sure, but they may have started when Windows 10 was last updated on "Patch Tuesday" last week.

Is this a known issue?

Things do seem to be still working OK apart from the error messages.

AAM Updates Notifier.exe is not shown as running in my Windows Task Manager. Should it be?

This is the standalone version of AAM, not the version included with the Creative Cloud App, which I don't use as it constantly nags me to update an application I haven't got installed. This is due to a bug triggered by the presence of Premiere Pro CS6 on the system, which has never been resolved.

I only have one actual CC application installed (Muse) so I've never seen any need to have the CC App installed anyway.

Any help gratefully received!

Cheers,

Dave.

Creative Cloud

This topic has been closed for replies.

Correct answer DaveH5

Hi David. Sorry that didn't help.

I found this at windows - What is the servicing stack and how does it work? - Super User

"the servicing stack which seems to fulfill the role of a package manager. I don't understand it very well, only that it seems that Component-Based Servicing (CBS), Windows Installer, Windows Update, and WinSxS are part of the servicing stack or are otherwise involved in servicing."

"Servicing is the act of installing a role, feature, service pack or windows update against a Windows OS. Most of the time servicing is done in an online state. In this case, online means that the operating system is up and running when a change is made. Online servicing is what most people do and is usually done via Windows Update or double clicking a downloaded update. There is also an offline state. Offline, of course, means that the installation is happening against a non-running version of Windows. This is what a lot of larger corporations and OEMs do with their image files, they mount them with IMAGEX or DISM and then install hotfixes or other updates against those images to reduce their patch time when the image is rolled into production."

It doesn't sound like that the culprit and again it was installed on my PC a day after the errors began.

I sure hope Adobe Help is interested enough to bump this up the line to a software engineer.

Cheers,

Bob R.

Hi again guys!

I had my chat with Adobe support yesterday, and was passed to the Muse support team.

The guy tried to persuade me that I needed to have the Creative Cloud Desktop app installed, and said that CC applications don't work with the standalone Adobe Application Manager, which isn't true!

When I made it clear that I wasn't going to have him put that back, because of previous problems, he went away to consult, and then came back and renamed a folder to disable it.

The folder appeared to be empty apart from a "1.0" subfolder which also appeared to be empty, so I really didn't think this would do any good, but lo and behold, the errors then went away, and I haven't seen one since!

The folder concerned is C:\ProgramData\Adobe\AAMUpdater.

The guy renamed it to AAMUpdater_old.

When the Updater scheduled task was run again, the folder was re-created, but no error message!

The new folder is still empty, apart again from a subfolder called "1.0", which is also empty.

I asked the guy how on earth just effectively deleting and recreating an empty folder could have cured the fault, and he said there were actually hidden files in it.

This is quite bizarre to me, as when I checked more thoroughly after the chat session was over, both the original folder and the new folder definitely have no files in them, or their "1.0" subfolders, not even "super hidden" ones!

So, give this a try and see if it fixes it for you as well!

If it does, I have absolutely no clue as to why it has!

Cheers, Dave.

Steven_Day

Participating Frequently

while looking at what was and wasnt causing this I found that reader DC updater in addition to the scheduled task entry also runs from the startup set in msconfig and has a running update service which can be seen in the services menu. so if i were you i would check if your version has these too.

in mine its called adobe updater in services,

its like trying to turn off a damned virus this stuff.

DaveH5Author

Inspiring

Just to pass on that I've now finished working with Adobe technical support about this.

I got the impression that they had finally reproduced the problem locally.

They closed the case saying that it had been referred on as a bug, and should be fixed in a future update to the Creative Cloud Desktop app. I assume that the standalone Application Manager will get the fix at the same time.

We'll just have to wait and see!

Cheers,

Dave.

robertr40042824

Participating Frequently

Hi Dave, thanks for the update and for working with Adobe support. It looks promising.

A few thing have happened on my end as well. Yesterday morning I noticed that the Adobe Creative Cloud icon was active on my quick start menu. There were 3 updates available, Photoshop CC, Lightroom Classic CC and Camera Raw CC. The updates took a significant amount of time to download and install, indicating that they contained significant changes. Then after reading your update of yesterday I went to task scheduler and enabled the AAM Updater and set it to run at 9:00AM today. It did not produce an error.

This tells me that the Creative Cloud update process does not need the AAM updater to run on a scheduled basis, which is interesting.

Another thing that I am curious about is did the recent update reset whatever it is that was causing the AAM failures or are we seeing a repeat on the short term fix by virtue of the updates? I suppose that its possible that Abode squashed the bug already but the timing of their response to you appears to be too close to the update to allow sufficient time for that to happen.

I guess time will tell. I'll post back if the AAM error returns.

Bob R.

UPDATE: 2018-04-26

A few minutes ago the Creative Cloud Desktop App updated on my desktop. Maybe this is the log awaited fix for the AAM Updater?

Did you notice this as well?

Bob R.

Steven_Day

Participating Frequently

guys this I am pretty certain this isnt a windows update issue its an adobe issue.

The reason I know this is because I am running win7 on a desktop AND a laptop that have both started flagging this exact error in the events log on the dates you confirm.

I also know for definite that its not a windows update issue that is causing this for me because my windows auto updates are off on both machines and have been for several months. The only thing thats updating under windows is Defender.

however I would ask if you have acrobat reader DC running as this little beauty is a master of stealthily updating adobe apps without you knowing. the activation of the genuine validation checker and the like. It wouldnt surprise me in the slightest to find that this little b*****r had changed something on or around the 14th feb.

Strangely I have one that appears to run the updater but flags the error in events with no popup and the other does the whole popup thing and does not successfully run the app. both error at 2am and both generate the same error to eventlog. also can i say that the desktop is only running CS5 apps with no CC installed. the laptop has one CC app installed and the rest are CS5.

DaveH5Author

Inspiring

Thanks Steven. I'm actually now working again with Adobe technical support on this, and I'm also pretty convinced that it's nothing directly to do with any Windows updates now, although it is strange that the errors suddenly started appearing when there had been no obvious update to any of my Adobe software.

I am waiting for a response from technical support at the moment, and I do get the impression that they have acknowledged the problem.

I now have the full Creative Cloud Desktop app installed again, and the error is still there with that.

Now of course there is a much bigger issue for me in that they've just announced that they are discontinuing Adobe Muse!

robertr40042824

Participating Frequently

Hi Steven_Day and DaveH5. Thanks for the updates and glad to see that Adobe Tech support is working on this. Sorry that Muse is being retired - very aggravating.

I suspected that this issue is wide spread. Note that I do not have Reader DC installed. I have Reader XI along with Acrobat 9 Standard. I also have the acrobat updater disabled in Task Scheduler to avoid Reader DL being installed. FYI, installing Reader DL hoses the file associations for Acrobat 9 and unfortunately Reader DL then prevents Acrobat 9 from being set as the default PDF reader.

Please keep us updated on any developments.

Bob R.

Bob Dunkley

Participating Frequently

Hi Dave, many thanks for that - although I should point out that the folder C:\ProgramData\Adobe\AAMUpdater is hidden and needs to be enabled to view.

Regards

BobD

DaveH5Author

Inspiring

Thanks Bob R and Bob D!

I hadn't realised it was a symbolic link, that makes perfect sense.

It looks like it just needed to be removed and recreated, why I can't imagine, but at least it fixed it, and Adobe support are obviously aware of the problem as the support guy went straight to it once he was made aware of it.

I wonder what it was that caused it to malfunction. I still think it's likely that the Windows 10 update changed something that stopped it working properly, and which reversing out the update did not correct, but I guess we'll now never know!

All's well that ends well anyway!

Cheers,

Dave.

DaveH5Author

Inspiring

Well sorry to report that the errors are back again!

They started again on Thursday evening (15th), which was after the latest Patch Tuesday updates to Windows 10, which I suspect was no coincidence, although the updates happened for me on Tuesday 13th, and it did seem OK for a couple of days after that, so I really don't know whether the updates are relevant to the problem or not.

I've tried doing what the Adobe support guy did to apparently fix it last time, removing the C:\ProgramData\Adobe\AAMUpdater folder, but it doesn't fix it now. If I run the scheduled task manually, the folder is recreated, but the error is thrown, and is thrown again every time the task runs.

Are any of you seeing this again too?

Cheers, Dave.

Bob Dunkley

Participating Frequently

I too am having problems with the AAM crashing on a daily basis, and I disabled it in Services and in the Task Scheduler. All was OK for a couple of days and then I installed Bridge from the Creative Cloud app and the errors began again. I note that people are putting the event down to a possible Win10 error that appeared after the 13-2-18 update for Windows photos. I did some digging and I found out how to remove Win 10 apps. It is done via the Power Shell app. here is an article about it:

How to Uninstall Windows 10’s Built-in Apps (and How to Reinstall Them)

I use photographic tools on Windows, so I am a bit loathe to do it, but it a simple process - I uninstalled Windows Phone as I don't have any need of the app, but it might be worth a try?

Regards

BobD

DaveH5Author

Inspiring

Thanks BobD.
I had a brief online chat with Adobe support yesterday, but apparently the team that deals with this area doesn't work at weekends, so I'm going to try again tomorrow!

It would be very strange IMO if an update to one Windows 10 app would have caused the problem, I was assuming that the last "Patch Tuesday" update to the Windows system files would have been much more likely to have triggered it.

I'll wait and see what the support guys say tomorrow.

This is not unknown in my experience, I have had other background programs start to malfunction and crash after Windows 10 updates, and the problem has had to be addressed with an update to the programs concerned. I suspect that will be the case this time too.

robertr40042824

Participating Frequently

Hi Dave. I'm looking forward to your call to Adobe support. I have some info that might help.

Yesterday I installed LR, PS, and the Creative Suite Manager on a another PC that is very similar to the one I'm having the issues with (both are Dell XPS 8700). Both are Win10, same version/build and both are up to date. FYI, the second one is used just for gaming. This morning there was no AAM Updates Notifier error on the 2nd PC. This points to Win10 app patches and the last major updates not being the cause.

Further the last 2 MS updates (KB890803 Malicious Software Removal Tool and, KB4074588 2018-02 Cumulative Update) did not install on my PC until (2/14) the day after the AAM Updates Notifier errors began (2/13). I got the updates one day after Patch Tuesday because I had my PC on early on 2/13 and for just an hour so which was before the MS servers released the patches to my area. I do know that KB4074588 was buggy and caused problems. MS quickly pulled it and released a new version later in the day so I probably got the corrected version. This makes me think that MS Updates are not the issue, if so it would be much more wide spread and my second PC was show the same issue.

FYI, I've had no responses to my request for help on the Win10 Forum and no response to the message that I sent to a forum member who had the same issue back in 10/17.

Until I read your post this morning I was thinking of doing an in place upgrade of Win10 but now not so much. I'm thinking its another piece of software that's installed a DLL or modified a registry setting. I've been wondering if maybe Acrobat Standard V9.5.5 that I have installed might be the problem. For several years I had the the Adobe Acrobat Update in Task Scheduler disabled to avoid problems with the new Reader DL installing. Maybe that has something to do with it, although its probably a long shot?

FYI, I discovered that Adobe has a great tool called LogCollectorTool.exe that gathers info on issues. You can run it and email the zip file to Adobe support. I looked through mine yesterday and can definitely see the errors with the AAM Notifier but I'm not skillful enough to trace the contributing events by the Adobe software engineers would be. You can get the tool here if you interested:

Log Collector Tool

Here's the text of the link in case the forum strips the link out:

“https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html”

I'd be willing to send my results to Adobe if they are interested.

Let me know what happens tomorrow.

Bob R.

Govardhan.V

Participating Frequently

Follow below steps :

If installed, Uninstall Adobe Creative Cloud .

Creative Cloud Help | Uninstall the Creative Cloud desktop app

Disable Firewall Temporarily.

Step 1 :

Open C:drive and navigate to C:\Program Files (x86)\ " Common Files" \Adobe.

Open Adobe folder and delete folders named Adobe Application Manager and OOBE.

Step 2:

Navigate to C:\Program Files (x86)\Adobe.

Open Adobe folder and if present delete Adobe Creative Cloud folder. [**important]

Unable to delete??? rename it to Adobe Creative Cloud-old.

Step 3 :

Press Windows button (located between Ctrl and Alt buttons) along with R button together at a time , you will get a run command window.

Type in below command and hit 'Enter' key.

appdata

Then navigate to Local>Adobe.

Open Adobe folder and delete folders named AAMUpdater and OOBE.

Step 4 :

Make sure Adobe Creative Cloud is not listed under Control Panel > Program and Features. list.

Click on the below link and download Adobe Application manager and install the same :

http://download.adobe.com/pub/adobe/creativesuite/cc/win/ApplicationManager10.0_all.exe

Once the installation process is completed, locate Adobe Application Manager launch icon on Desktop and double click on it .

It will start update process.

once it is completed,

it shud launch Adobe Creative Cloud app.

DaveH5Author

Inspiring

Thanks!

I've been through the steps detailed.

As I said, I don't have the Creative Cloud Desktop App installed, and haven't had for a very long time.

In step 1, there was no Adobe Application Manager folder present, but I deleted the OOBE folder.

In step 2, there was no Adobe Creative Cloud folder, as expected because the Desktop App isn't installed.

Everything else seemed to be fine, and I reinstalled the standalone Adobe Update Manager apparently successfully.

There are no more error messages, which is good!

However, I now have another issue, I cannot use Muse any more!

When I run it, it asks me to sign it, as expected, but when I try to sign in I get an error message saying -

"Please connect to the Internet and retry. Either your computer is offline or the clock on your computer is set incorrectly, causing a connection error."

Needless to say, my computer clock is correct, and I am online, or I wouldn't be able to submit this!

Any ideas? I now can't use anything!

Dave.

DaveH5Author

Inspiring

Update!

I just looked in my error log, and one AAM Updates Notifier.exe error had appeared again.

I then tried running Muse again, and this time it did log in successfully, so at least I can now use it again!

I rebooted and the log error did not immediately reappear, so I'll keep and eye on it and see what now happens.

incidentally, when I click on "Updates..." in the help menu of Muse, nothing apparently happens.

Is that what would be expected if there were no updates available?

I would expect to get some sort of message at least.

Cheers, Dave.

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