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Popwebz2
Participant
September 10, 2013
Question

Creative cloud update always fails (Mac)

  • September 10, 2013
  • 2 replies
  • 3008 views

I am on Mac OS X Lion and Creative Cloud updates always fail to install. They get to 100% downloaded when it always consistently fails. This is rather annoying that the update always fails and that I have to download the entire update again when it does fail.

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    2 replies

    E
    Ed Merrin
    Known Participant
    September 28, 2013

    OK, I'm in on this also. I have a Mac running 10.8.5 and every time I get an update message for Photoshop there's a problem. It's getting annoying to say the least. Twice, with the help of the chat line, I've had to do some variation of uninstalling photoshop, reinstalling, shutting down Creative Cloud and restarting so the Photoshop icon is there for me to click on and redownload. This is a lot of trouble for updates, which seem to be frequent. I ahd the U44M1P7 thing last time, now there's another update message and this time the download of the update fails; it doesn't even get to the update installation process itself. The "learn more" window just says to try again or contact support. So this time my inclination is to pass on the update. I don't need to spend more time hassling over updates than using the app itself.

    Ed Merrin

    Jeffrey_A_Wright
    Jeffrey_A_Wright
    Legend
    September 30, 2013

    Ed did you check your log file for the specific error message which is causing the update to fail?  Please remember U44M1P7 means nothing more than the Update has failed.  To diagnose the exact cause of the failure you will want to open and review the relevant installation log file.

    E
    Ed Merrin
    Known Participant
    September 30, 2013

    Well, Jeff. Two answers to that. First, I didn't. Second, I don't know where the log file is! But I'd be glad to look.

    Ed

    Jeffrey_A_Wright
    Jeffrey_A_Wright
    Legend
    September 10, 2013

    Popwebz2 which specific update are you trying to apply?  Do you receive any specific error messages?  Finally which version of Mac OS 10.7 are you using?

    H
    hnbennett23
    Participant
    September 11, 2013

    Hey Jeff,

    I have the same issue happening. It happens with almost all my apps...been happening since I started using Adobe Cloud quite a while ago. At one point I uninstalled everything and started from scratch. That seemed to help, but the errors started again.

    Running OSX 10.8.4, Error messages below. 

    Here are some screen shots:


    I found one of the error logs:

    09/11/13 14:35:38:568 | [INFO] |  | OOBE | DE |  |  |  | 1483772 | DEVersion: 5.0.0.0

    09/11/13 14:35:38:569 | [INFO] |  | OOBE | DE |  |  |  | 1483772 | Loading library from /Applications/Utilities/Adobe Application Manager/DECore/DE5/Setup.dylib

    [       0] Wed Sep 11 14:35:38 2013  INFO

    ::START TIMER:: [Total Timer]

    CHECK: Single instance running

    CHECK : Credentials

    Load Deployment File

    CHECK : Another Native OS installer already running

    Create Required Folders

    Assuming uninstall mode

    Lookup for master payload

    [       0] Wed Sep 11 14:35:38 2013 ERROR

    DW040: The product "{7F311193-9368-453B-989F-939FEBF374CC}" is not installed. Cannot proceed with the uninstall

    [       0] Wed Sep 11 14:35:38 2013  INFO

    :: END TIMER :: [Total Timer] took 90 milliseconds (0.09 seconds)

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

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

    ERROR: DW040: The product "{7F311193-9368-453B-989F-939FEBF374CC}" is not installed. Cannot proceed with the uninstall

    Please search the above error/warning string(s) to find when the error occurred.

    These errors resulted in installer Exit Code mentioned below.

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

    Exit Code: 33 - The product is not installed, cannot uninstall.

    Please see specific errors and warnings for troubleshooting. For example, ERROR: DW040 ...

    H
    hnbennett23
    Participant
    September 11, 2013

    I read this:

    http://helpx.adobe.com/creative-suite/kb/error-u44m1p7-installing-updates-ccm.html

    Looks like I have to locate some lost language files

    So is uninstalling and reinstalling the best solution?

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