App Installer Freezes at "Initializing Installer"

[gmangel23-8I6AFT]

App doesn't crash, just stops there and does nothing.  I forced quit it and couldn't run it again without a reboot.  After the reboot it ran again but it is frozen in the same place and isn't doing anything.  Past 20 min at this point.  Also, running on Mac Lion.

[bobstur]

I am having the same problem. I have tried to uninstall CS6 PS Beta using the uninstall app as a suggestion I saw in an earlier thread but I am unable to launch the uninstaller.  It just sits down on the lauch bar.  I am using Lion 10.7.3.

[Arpit Kapoor]

Lets first just update you MAC Lion to 10.7.4 using Finder menu and then follow the below link to remove the application and re-install.

http://helpx.adobe.com/creative-suite/kb/cs5-cleaner-tool-installation-problems.html

[ledvinh]

I have the same problem. My Mac is running 10.7.4. I am stuck at "Downloading Adobe Application Manager" The progress bar has been staying at around 7% for the past few minutes.

[saurabhGupta1403]

Can you please share the following log file:

~/Library/Logs/AdobeDownload/LBS.log

[bobstur]

Please see attached.

[gmangel23-8I6AFT]

05/11/12 08:52:28:855 | [INFO] |  | Download | LBS | LBSApplicationFacade |  |  | ****************Starting LBS workflow*******************

05/11/12 08:52:28:932 | [INFO] |  | Download | LBS | LBSWorkflowManager |  |  | initializing screen

05/11/12 08:52:28:969 | [INFO] |  | Download | LBS | ProductInfo |  |  | Product Sap Code not specified in the product information file

05/11/12 08:52:28:969 | [INFO] |  | Download | LBS | ProductInfo |  |  | Product locale not specified in the product information file

05/11/12 08:52:28:970 | [INFO] |  | Download | LBS | ProductInfo |  |  | Product name not specified in the product information file

05/11/12 08:52:28:970 | [INFO] |  | Download | LBS | LBSWorkflowManager |  |  | Bootstraping Passed

05/11/12 08:52:28:980 | [INFO] |  | Download | LBS | LBSWorkflowManager |  |  | LBS lock acquired

05/11/12 08:52:28:993 | [INFO] |  | Download | LBS | SystemCheck |  |  | System OS Version - major = 10, minor = 7, bugFix = 4

05/11/12 08:52:28:993 | [INFO] |  | Download | LBS | LBSWorkflowManager |  |  | System requirements check passed

05/11/12 09:47:39:089 | [INFO] |  | Download | LBS | LBSApplicationFacade |  |  | ****************Starting LBS workflow*******************

05/11/12 09:47:39:157 | [INFO] |  | Download | LBS | LBSWorkflowManager |  |  | initializing screen

05/11/12 09:47:39:200 | [INFO] |  | Download | LBS | ProductInfo |  |  | Product Sap Code not specified in the product information file

05/11/12 09:47:39:200 | [INFO] |  | Download | LBS | ProductInfo |  |  | Product locale not specified in the product information file

05/11/12 09:47:39:200 | [INFO] |  | Download | LBS | ProductInfo |  |  | Product name not specified in the product information file

05/11/12 09:47:39:200 | [INFO] |  | Download | LBS | LBSWorkflowManager |  |  | Bootstraping Passed

05/11/12 09:47:39:211 | [INFO] |  | Download | LBS | LBSWorkflowManager |  |  | LBS lock acquired

05/11/12 09:47:39:224 | [INFO] |  | Download | LBS | SystemCheck |  |  | System OS Version - major = 10, minor = 7, bugFix = 4

05/11/12 09:47:39:224 | [INFO] |  | Download | LBS | LBSWorkflowManager |  |  | System requirements check passed

05/11/12 10:57:20:554 | [INFO] |  | Download | LBS | LBSApplicationFacade |  |  | ****************Starting LBS workflow*******************

05/11/12 10:57:20:631 | [INFO] |  | Download | LBS | LBSWorkflowManager |  |  | initializing screen

05/11/12 10:57:20:677 | [INFO] |  | Download | LBS | ProductInfo |  |  | Product Sap Code not specified in the product information file

05/11/12 10:57:20:678 | [INFO] |  | Download | LBS | ProductInfo |  |  | Product locale not specified in the product information file

05/11/12 10:57:20:678 | [INFO] |  | Download | LBS | ProductInfo |  |  | Product name not specified in the product information file

05/11/12 10:57:20:678 | [INFO] |  | Download | LBS | LBSWorkflowManager |  |  | Bootstraping Passed

05/11/12 10:57:20:689 | [INFO] |  | Download | LBS | LBSWorkflowManager |  |  | LBS lock acquired

05/11/12 10:57:20:703 | [INFO] |  | Download | LBS | SystemCheck |  |  | System OS Version - major = 10, minor = 7, bugFix = 4

05/11/12 10:57:20:703 | [INFO] |  | Download | LBS | LBSWorkflowManager |  |  | System requirements check passed

[gmangel23-8I6AFT]

And this is what it keeps stopping at.  Just FYI.

[ledvinh]

I get a little furthur. But it stops right here.

[saurabhGupta1403]

Thanks for the information gmangel.

however seeing the log files, it seems that it is unable to initiate any download process on your system. Can you do the following so that we can generate the detailed logs:

1. Clean the folder : ~/Library/Logs/AdobeDownload

2. create a file named "asu.trace" in the folder - "~/Library/Logs/"

3. Run AdobeApplicationManager again and observe the behavior for some minutes. (2 to 3 minutes)

4. Share the following logs: "~/Library/Logs/AdobeDownload/DLM.log"

Thanks,

[gmangel23-8I6AFT · Accepted solution]

I actually think I figured it out.  I did what you said to create the logs but also did one other different thing.  When you open the file 'AdobeApplicationManager.dmg' it opens as usual.  Then when I run 'AdobeApplicationManager' the program is comes up with a dialog box asking if I should trust all accesses to that disk.  Normally as I have been I wouldn't check that.  This time I did and it ran fine.  Do you still want the logs?

[gmangel23-8I6AFT]

Even stranger I didn't check that on my second computer my MacBookPro and it installed fine.

[saurabhGupta1403]

It is great that it solved the problem. So, it appears that if you dont give access to this process, it fails to fetch data from server and write on your disk.

No need to send the logs. I am happy that you are now able to use AAM to download and install CS6 apps.

[ledvinh]

Not too sure if I know how to perform all the steps to get the detailed logs without messing something up or deleting a file I might need to keep.

I've restarted my computer and also did the same things that gmangel23, did, but I am still stuck on the previous screen shot I posted earlier.

[saurabhGupta1403]

you can skip the step of deleting the folder and do the following. I would be better able to debug the problem if i get the detailed logs.

[ledvinh]

Ok Sorry to ask, but how do I create a file named asu.trace?

[saurabhGupta1403]

you can either copy any file in that folder and rename it to asu.trace or create a new text file and then rename it. For renaming, open the file info properties using "Cmd + i" and then change the file name to "asu.trace".

[ledvinh]

05/11/12 08:46:34:313 | [INFO] |  |  |  |  |  |  | GDE Version is 6.1.44.0 (BuildVersion: 6.0; BuildDate: Wed May 02 2012 03:00:11 )

05/11/12 09:07:37:428 | [INFO] |  |  |  |  |  |  | GDE Version is 6.1.44.0 (BuildVersion: 6.0; BuildDate: Wed May 02 2012 03:00:11 )

05/11/12 09:25:41:887 | [INFO] |  |  |  |  |  |  | GDE Version is 6.1.44.0 (BuildVersion: 6.0; BuildDate: Wed May 02 2012 03:00:11 )

05/11/12 09:36:21:155 | [INFO] |  |  |  |  |  |  | GDE Version is 6.1.44.0 (BuildVersion: 6.0; BuildDate: Wed May 02 2012 03:00:11 )

05/11/12 10:11:13:181 | [INFO] |  |  |  |  |  |  | GDE Version is 6.1.44.0 (BuildVersion: 6.0; BuildDate: Wed May 02 2012 03:00:11 )

05/11/12 10:37:50:554 | [INFO] |  |  |  |  |  |  | GDE Version is 6.1.44.0 (BuildVersion: 6.0; BuildDate: Wed May 02 2012 03:00:11 )

05/11/12 10:50:23:409 | [INFO] |  |  |  |  |  |  | GDE Version is 6.1.44.0 (BuildVersion: 6.0; BuildDate: Wed May 02 2012 03:00:11 )

05/11/12 11:14:57:952 | [INFO] |  |  |  |  |  |  | GDE Version is 6.1.44.0 (BuildVersion: 6.0; BuildDate: Wed May 02 2012 03:00:11 )

[ledvinh]

That's the DLM log. Doesn't seem to say much.

[saurabhGupta1403]

I have sent you private message for putting the asu.trace file with more instructions. These are not detailed logs.

[saurabhGupta1403]

So, it appeared that due to server overload initially, it downloaded Adobe Application Manager a bit slow. So, please try giving it some time and see if it still doesn;t work for you.

[bobstur]

After I was able to uninstall CS5, PS6 Beta, and use the CleanUpTool I was able to Use the App Installation Manager with no problems. So it looks like the previous versions were the problem.

Thank You for your assistance.

Bob Sturdevant

[Darko.Ibr]

Add me to the list, the weird thing is tho it worked fine the first night and the next day. The first night i installed AE, and photoshop.. In the morning I installed Premiere and it was all fine. Today I am trying to open it and nothing happens stuck on "Initialzing Installer"  I am not understanding all that code stuff above, is there a clear way of fixing this..??

[saurabhGupta1403]

Hi,

Do you mean that when you try to launch AdobeApplicationManager which you downloaded for a products, it gets stuck on the initializing installer screen. Please confirm your Os versions. Also, if you have already installed any product via AdobeApplicationManager, you can simply launch it using this shortcut: "/Applications/Adobe Application Manager"

[Robert L Brown]

Hello,

The problem has been resolved. The exact procedure is as follows, though some Adobe engineers feel that steps 1-4 are not necessary.

1. Go to Adobe Downloads, not the Creative Cloud Apps page, but the standalone downloads.

2. Choose any of the applications, preferably a small one.

3. Request a download.

This will cause a fresh clean Adobe Download Assistant to be downloaded.

4. After the application has been downloaded and extracted, do not run it.

5. Immediately shutdown and power down the Mac. Wait about a minute.

I know, this sounds like voodoo, but I am not arguing with success.

6. After restart, open your web browser, log in to the Adobe Creative Cloud Applications page.

5. Click download on one of the subscription applications.

6. A fresh clean Adobe Application Manager will be downloaded, extracted, and run.

7. From the Adobe Application Manager, you can now download any of the Creative Cloud CS6.

This has worked for me. I have used the Adobe Application Manager to download the desired Creative Cloud subscription applications, on both a home computer and a laptop computer, and have run each successfully. I have closed (fully quit) the Application Manager, then re-opened it, and found it stll worked correctly.

From what I have read, it seems that the distribution servers at Adobe were heavily overloaded on Friday. Perhaps downloads were simply not completing and the connections were being lost. It seems that if you can force the downloading of a fresh copy of the Application Manager, then fully power down and restart, everything will be okay. I believe there is an Adobe clean up script, which I did not need to use and have not used, that can remove the Application Manager so that it can be freshly downloaded.

-- Robert Brown