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HenrikRasmussen
Inspiring
July 12, 2016
Answered

Creative Cloud Destop update crashes (SIGTERM) - Macbook Pro

  • July 12, 2016
  • 1 reply
  • 1312 views

For a while I have been trying to update Creative Cloud Desktop, as I have been notified by CC Desktop every day, but every time the progress bar reaches about 71% and then jumps to 100% and the update window disappears (see attached video).

Debug history:

I do not have any CC apps running while updating. I have tried work around it by killing all the Adobe processes I could find, (ps -afe | grep -i adobe) using sudo to the one I couldn't kill, but to no avail. There is no registration in /var/run, but the installer still complains that another Creative Cloud Desktop is still running (error 86).

When the CC Desktop app is running (after a reboot), accepting the update notification, the log indicate that the AdobeUpdateService proces receives some kind of SIGTERM, terminating the update.

06/23/16 21:08:50:553 | [INFO] |  | AdobeUpdateService | AdobeUpdateService |  |  |  | 31401 | Service exe Started

06/23/16 21:08:50:554 | [TRACE] |  | AdobeUpdateService | AdobeUpdateService |  |  |  | 31401 | Initializing1 Connection Channel with Service with pipename: F7C71944B49B446081C0603DE90E4855

06/23/16 21:08:50:712 | [TRACE] |  | AdobeUpdateService | AdobeUpdateService |  |  |  | 31401 | Success:Initializing Connection Channel with Service with pipename: F7C71944B49B446081C0603DE90E4855

06/23/16 21:08:50:742 | [INFO] |  | AdobeUpdateService | AdobeUpdateService |  |  |  | 31401 | Sent IPC packet to ACC with data: <?xml version="1.0" encoding="UTF-8" standalone="no"?>

<message>

    <output><actionType>INIT_COMM</actionType>

        <result>success</result>

        <retCode>hVVcuWtcXu06R7cVoVLCe96uoIlxvaJ9pgH1A9t1if4v1YTwaZIl3VFNUHOvpIwJy8HfJtCnppNFXh03hQGDT1iTVTxzQ16xTXW3Z+uaxjesUY6cLoz1iRtrRQ0KK0j1p5JOjpJCTP4LzDrUR/nrCiWAJUzCt1fODK8QM2uocV8=</retCode>

    </output>

</message>

06/23/16 21:08:50:742 | [INFO] |  | AdobeUpdateService | AdobeUpdateService |  |  |  | 31401 | Sent communnication ID packet to the client

06/23/16 21:08:50:742 | [TRACE] |  | AdobeUpdateService | AdobeUpdateService |  |  |  | 31401 | Initializing Communication Channel with ACC with pipename: 19A52068-DC41-473E-B8C1-B0D4712BCEBB

06/23/16 21:08:51:028 | [INFO] |  | AdobeUpdateService | AdobeUpdateService |  |  |  | 31401 | Successfully created the client thread

06/23/16 21:08:51:028 | [INFO] |  | AdobeUpdateService | AdobeUpdateService |  |  |  | 31401 | Successfully initiated communication

06/23/16 21:08:51:028 | [INFO] |  | AdobeUpdateService | AdobeUpdateService |  |  |  | 31401 | Communication is open on the other pipe. Closing the static guid and re-opening for new clients...

06/23/16 21:08:51:028 | [TRACE] |  | AdobeUpdateService | AdobeUpdateService |  |  |  | 31411 |

06/23/16 21:08:51:035 | [TRACE] |  | AdobeUpdateService | AdobeUpdateService |  |  |  | 31401 | Initializing1 Connection Channel with Service with pipename: F7C71944B49B446081C0603DE90E4855

06/23/16 21:08:53:242 | [INFO] |  | AdobeUpdateService | AdobeUpdateService |  |  |  | 31411 | received ipc packet to handle on commpipe = 19A52068-DC41-473E-B8C1-B0D4712BCEBB

06/23/16 21:08:53:245 | [INFO] |  | AdobeUpdateService | AdobeUpdateService |  |  |  | 31411 |

06/23/16 21:08:53:290 | [INFO] |  | AdobeUpdateService | AdobeUpdateService |  |  |  | 31411 |

06/23/16 21:08:53:471 | [INFO] |  | AdobeUpdateService | AdobeUpdateService |  |  |  | 31411 | sendMessagetoClient for guid 19A52068-DC41-473E-B8C1-B0D4712BCEBB

06/23/16 21:08:53:471 | [INFO] |  | AdobeUpdateService | AdobeUpdateService |  |  |  | 31411 | Write packet on guid pipee 19A52068-DC41-473E-B8C1-B0D4712BCEBB and message <?xml version="1.0" encoding="UTF-8" standalone="no"?>

<output>

    <result>Success</result>

    <retCode>0</retCode>

    <actionType>createProcess</actionType>

</output>

06/23/16 21:09:31:918 | [INFO] |  | AdobeUpdateService | AdobeUpdateService |  |  |  | 31401 | SIGTERM received, sending signal to release the event lock

I am out of ideas. How do I work around this?

/Henrik

This topic has been closed for replies.
Correct answer HenrikRasmussen

Thanks, but unfortunately, the uninstaller provided from the page you linked to in #4 complains what it is still busi and that I need to wait a while and try again.


Problem solved. As it was impossible to uninstall CC Desktop, I ran the CC Cleaner Tool for Mac OS, but without prior uninstallation and accepted to clean even still installed. I selected to clean all including Lightroom CC and Photoshop CC. After that I reinstalled the CC Desktop and from there I reinstalled Lightroom CC and Photoshop CC. When starting Lightroom CC, I selected the photo library and all seems to work find now.

1 reply

Bani Verma
Bani Verma
Legend
July 12, 2016

Hi HenrikRasmussen,

It seems that one of the processes related to Adobe Creative Cloud desktop app are still running in the background, i would request you to force quit the below mentioned processes from the activity monitor of your machine, see: Use Activity Monitor on your Mac - Apple Support

  • Creative Cloud
  • Core sync & Core sync Helper
  • CC library & CCX processes
  • Adobe Desktop Common
  • Adobe Update daemon
  • Adobe IPC Broker
  • Any Adobe application (if running)

Kindly also check and confirm that your Mac gate keeper is set to allow installs from anywhere. To do this:

Go to Apple icon> System Preferences > Security & Privacy > General > Allow apps downloaded from anywhere.

( to make these changes click on the padlock on the bottom left corner and enter your Mac password )

These changes are temporary, you can revert these back to normal later.

Please try the update again and share the results with us, awaiting your response.

H
HenrikRasmussenAuthor
Inspiring
July 17, 2016

After trying to identifying the processes you mentioned, the AdobeIPCBroker keeps starting up, though killing some other Adone processes made it silent.

I did Allow apps downloaded from anywhere.

I've killed alle the adobe processes, the "creativecloud" processes, cc proceses and all other I could associate with Adobe. I think I've got all the processes, but I still get the message that another CC Desktop is running, even I stopped the Desktop icon and killed the Desktop proces.

As I have stopped the Desktop proces, I cannot choose Update so I have to download and install by overwriting ther existing Desktop app. Still I get the Already running.

H
HenrikRasmussenAuthor
Inspiring
July 21, 2016

Henrik please utilize the Adobe Creative Cloud desktop application uninstaller utility available at Uninstall the Adobe Creative Cloud desktop application to remove the current installation of the Creative Cloud desktop app.  The utility will automatically close any Adobe related processes as part of the uninstall process.


Unfortunately the uninstaller complains that there are still apps (Lightroom and Photoshop I guess) that needs the Desktop app. The only option is an Ok-button. So I can't uninstall the Desktop app. I would think that uninstalling Lightroom would destroy the photo database so I am not likely to do that. I was told to run the cleaner tool, but that also involve uninstalling the Desktop app, which is still not possible as other apps needs it.

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