After Effects CC 2015 | Can't install | Error: DF024

Report · Apr 18, 2016

Hi,

I tried to install the latest update of Adobe After Effects CC 2015.

To no avail. So I uninstalled Adobe After Effects CC 2015, booted again and tried a totally new installation from scratch.

Again I couldn't complete the installation:

file:////tmp/0646E11E-DEF8-4ACA-AFD8-60D65E5F5934/Summary.htm

Exit Code: 7

Please see specific errors below for troubleshooting. For example, ERROR: DF024 ...

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

- 0 fatal error(s), 1 error(s)

----------- Payload: Adobe After Effects CC 2015 13.5.0.0 {147EC100-14BE-45EF-AB42-35BAEE7D02F0} -----------

ERROR: DF024: Unable to preserve original file at "/Applications/Adobe After Effects CC 2015/

Adobe After Effects CC 2015.app/Contents/Frameworks/

ArriRawSDK.framework/ArriRawSDK" (Seq 2099)

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

I looked up Error DF024 and found this:

https://helpx.adobe.com/creative-cloud/kb/error-df024-installing-creative-cloud.html

Issue
When you install a Creative Cloud application on Mac OS, you receive the following error:
"DF024: Unable to preserve original file at "/Library/ColorSync/Profiles/Recommended."
Solution
Make sure that there isn't a folder (instead of a symbolic link) in the location listed below.

…etc.pp.

I don't think this help text is helpful in my case.

My error message is pointing clearly to a folder inside of the Adobe After Effects CC 2015.app.

Should I "remove" or "rename" that folder and try again? Or should I uninstall again?

But what then? I already tried to uninstall and reinstall…

And here the state of the installation right now shown in a series of screenshots:

Starting download:

After the error message listed above here a view of my applications folder:

A view inside of the Adobe After Effects CC 2015.app :

And yes, the ArriRawSDK symbolic link is there. If I click it the console pops up with this message:

Mac OSX 10.7.5 German (EDIT)

Mac OSX 10.10.3 German

CC Desktop app version 3.6.0.248

Thank you for all the help,

Uwe

Report · Apr 18, 2016

Hi,

Exit Code: 6, Exit Code: 7 Installation Errors - http://helpx.adobe.com/creative-suite/kb/errors-exit-code-6-exit.html

Troubleshoot with install logs | CS5, CS5.5, CS6 - http://helpx.adobe.com/creative-suite/kb/troubleshoot-install-logs-cs5-cs5.html for information on how to review your installation logs.

Let us know if this helps!

Report · Apr 18, 2016

Hi Tanusree,

thank you for the links.

I wonder: The "Products Affected" on the linked pages are not showing any CC apps.

Just the old CS ones. So I'm a little uneasy with that.

Is that ok for me to restart in Safe Boot mode and install Adobe After Effects CC 2015 "again" ?

Does that imply an uninstall before I restart?

( Never had to start a Mac in Safe Boot mode, I think. At least not with OSX. )

Thanks,

Uwe

Report · Apr 18, 2016

Its okay , you can use the same steps mentioned for both CS and CC.

To load your Mac in Safe Mode, press and hold the Shift key while it boots. You can stop holding the Shift key when you see an Apple logo and progress bar. To leave Safe Mode, just reboot your Mac without holding the Shift ,

I hope this helps for Mac

Report · Apr 18, 2016

Alright, I'll try and let you know how it went…

Uwe

Report · Apr 18, 2016

A restart in Safe Boot mode didn't help.
After restarting:

1. I could not uninstall. CC Desktop App didn't show Adobe After Effects CC 2015 as installed.

2. And it didn't show "Adobe After Effects CC 2015" as installable.

There was no trace of "Adobe After Effects CC 2015" in the available apps.

I signed out of CC Desktop App, signed in again.
Then "Adobe After Effects CC 2015" was listed as not installed.

Tried to install, but around 85% of the progress bar the error message with Exit Code 7 popped up again.

What I will try next:

1. Reboot the Mac without holding the SHIFT key.

2. Uninstall Adobe After Effects CC 2015

3. Boot again in Safe Boot mode and try again to install the Adobe After Effects CC 2015.

Or are there any caches I can empty before doing all this?

Remnants and traces of failed installs somewhere in my User Library perhaps?

Uwe

Report · Apr 18, 2016

Hi,

Please try to clean everything from Trash (empty trash).

If issue still persists, feel free to contact our support here https://helpx.adobe.com/contact.html

Report · Apr 18, 2016

Hm. Cleaning the trash bin…
Indeed there are some PNG files in it, screenshots I did before.

In the meanwhile:

After restart I went to OSX Console app trying to find some traces what went wrong.
I could find some info for a successful installation of Adobe After Effects CC 2015 13.7.0 on 6th of February 2016.

Another one that was not successful for an update to 13.7.2 on 12th of April. Some quotes from the end of the installation process:

04/12/16 15:18:14:639 | [INFO] | | OOBE | DE | | | | 177814 | ::START TIMER:: [Payload Operation :{149CC110-81BD-4AE1-BE30-0BED863DEA0D}]
04/12/16 15:18:14:643 | [INFO] | | OOBE | DE | | | | 179975 | *=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*
04/12/16 15:18:14:643 | [INFO] | | OOBE | DE | | | | 179975 | Installer Operation: PayloadInstaller
04/12/16 15:18:14:643 | [INFO] | | OOBE | DE | | | | 179975 | *=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*
04/12/16 15:18:14:643 | [INFO] | | OOBE | DE | | | | 179975 | Request to install payload
04/12/16 15:18:14:656 | [INFO] | | OOBE | DE | | | | 179975 | Payload Adobe After Effects CC 2015_13.7.2_AdobeAfterEffects13.5AllTrial 13.7.2.0 {149CC110-81BD-4AE1-BE30-0BED863DEA0D}: Calling ARKEngine from path /Applications/Utilities/Adobe Application Manager/DECore/DE6/resources
04/12/16 15:18:14:676 | [INFO] | | OOBE | DE | | | | 179975 | Extracting asset:/Users/MB-2-2/Library/Caches/Adobe/AAMUpdater/AdobeAfterEffects-13.5.0-Trial/13.7.2/payloads/AdobeAfterEffects13.5AllTrial-050416025242/AdobeAfterEffects13.5AllTrial-050416025242.zip
04/12/16 15:18:14:676 | [INFO] | | OOBE | DE | | | | 179975 | Setting file open option to false in the unzipper
04/12/16 15:19:21:744 | [INFO] | | OOBE | DE | | | | 179975 | Extracting assets complete. Number assets: 1
04/12/16 15:19:21:744 | [INFO] | | OOBE | DE | | | | 179975 | CustomizedPatch property not found in database
04/12/16 15:19:21:744 | [INFO] | | OOBE | DE | | | | 179975 | Beginning installation for payload at /Users/MB-2-2/Library/Caches/Adobe/AAMUpdater/AdobeAfterEffects-13.5.0-Trial/13.7.2/payloads/AdobeAfterEffects13.5AllTrial-050416025242/Install.db
04/12/16 15:20:15:740 | [INFO] | | OOBE | DE | | | | 179975 | Completing installation for payload at /Users/MB-2-2/Library/Caches/Adobe/AAMUpdater/AdobeAfterEffects-13.5.0-Trial/13.7.2/payloads/AdobeAfterEffects13.5AllTrial-050416025242/Install.db
04/12/16 15:20:16:138 | [INFO] | | OOBE | DE | | | | 179975 | UninstallDBPath=/Library/Application Support/Adobe/Uninstall/{149CC110-81BD-4AE1-BE30-0BED863DEA0D}.db
04/12/16 15:20:59:416 | [ERROR] | | OOBE | DE | | | | 177835 | ASU has quit unexpectedly.

What amazes me is the part of the path name where the log was saying "AdobeAfterEffects-13.5.0-Trial". And the one saying "ASU has quit unexpectedly".

My first try to install the update today was logged this way:

04/18/16 16:52:08:997 | [INFO] | | OOBE | DE | | | | 16688 | -------------------------------------- Summary --------------------------------------
04/18/16 16:52:08:998 | [INFO] | | OOBE | DE | | | | 16688 | - 0 fatal error(s), 1 error(s)
04/18/16 16:52:08:998 | [INFO] | | OOBE | DE | | | | 16688 | OSX version: 10.10.3
04/18/16 16:52:08:998 | [INFO] | | OOBE | DE | | | | 16688 |
04/18/16 16:52:08:998 | [INFO] | | OOBE | DE | | | | 16688 | ----------- Payload: Adobe After Effects CC 2015_13.7.2_AdobeAfterEffects13.5AllTrial 13.7.2.0 {149CC110-81BD-4AE1-BE30-0BED863DEA0D} -----------
04/18/16 16:52:08:998 | [INFO] | | OOBE | DE | | | | 16688 | ERROR: DS015: Unable to read symlink target of source file "/Applications/Adobe After Effects CC 2015/Adobe After Effects CC 2015.app/Contents/Frameworks/filter_graph.framework/Resources"(Seq 113)
04/18/16 16:52:08:998 | [INFO] | | OOBE | DE | | | | 16688 |
04/18/16 16:52:08:998 | [INFO] | | OOBE | DE | | | | 16688 | Please search the above error string(s) to find when the error occurred.
04/18/16 16:52:08:998 | [INFO] | | OOBE | DE | | | | 16688 | These errors resulted in installer Exit Code mentioned below.
04/18/16 16:52:08:998 | [INFO] | | OOBE | DE | | | | 16688 | -------------------------------------------------------------------------------------
04/18/16 16:52:08:998 | [INFO] | | OOBE | DE | | | | 16688 |
04/18/16 16:52:08:998 | [INFO] | | OOBE | DE | | | | 16688 | Exit Code: 7 - Unable to complete Silent workflow.
04/18/16 16:52:09:208 | [INFO] | | OOBE | DE | | | | 16688 | Please see specific errors for troubleshooting. For example, ERROR: DS015 ...
04/18/16 16:52:09:209 | [INFO] | | OOBE | DE | | | | 16688 | *=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*
04/18/16 16:52:09:209 | [INFO] | | OOBE | DE | | | | 16688 | END - Installer Session
04/18/16 16:52:09:252 | [INFO] | | OOBE | DE | | | | 16688 | *=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*

Another error code: ERROR: DS015.

Could it be, that my hardware will not allow for an install?

MacBook Pro 15" Early 2011

2 GHz Intel Core i7

8 GB 1333 MHz DDR3

AMD Radeon HD 6490M 256 MB

Mac OSX 10.10.3

If all will fail I'll stay with Adobe After Effects 2014 on the second boot volume with OSX 10.7.5.

Uwe

Report · Apr 18, 2016

It should not be creating any problem. As per the system requirement you should have

Multicore Intel processor with 64-bit support
Mac OS X versions 10.9, 10.10, or 10.11
4GB of RAM (8GB recommended)
6GB of available hard-disk space for installation; additional free space required during installation (cannot install on a volume that uses a case-sensitive file system or on removable flash storage devices)
Additional disk space for disk cache (10GB recommended)
1440x900 display
OpenGL 2.0-capable system

Before you decide to stay with 2014 , please contact our phone support.

Report · Apr 18, 2016

Hi Tanusree,

finally I was able to install the latest version of After Effects CC 2015.

1. I rebooted the Mac not in Safe Boot mode.

2. I zipped the "Adobe After Effects CC 2015" in the application folder to hide it from the installation routine

3. In the CC Desktop App I pressed install

The installation went through without a glitch.

So what can we learn from that?
If an installation of an update has failed, first hide* or remove the already installed folder of the application.
And then try again.

* hiding the folder by creating a zip archive is better, because if the second attempt will fail, you can make available the failed installation files to Adobe's support team.

I did not remove the failed and zipped installation.
If you or someone else of the After Effects team would like to have a look or like to have the console logs of the failed installation processes, let me know.

Thank you,
Uwe

After Effects CC 2015 | Can't install | Error: DF024

1 Correct answer