Animate May 2023 update <exit code 198 added for clarification - kglad>

[nerdgirl5000]

Hi--I just tried installing the update (23.02) and I keep getting an error message. Everything else has installed fine and works great. I'm on a mac and using Big Sur 11.74. It says "works on this device" and below is the error message. What can I do to so it will updated? 

Exit Code: 198
-------------------------------------- Summary --------------------------------------
 - 1 fatal error(s), 1 error(s), 2 warnings(s) 

FATAL: Error occurred in install product workflow with error code 198 error message Source: /Library/Application Support/Adobe/Animate HLAN 2023; Destination: /System/Volumes/Data/.adobeTemp/9FDAC16F-0CB3-46EA-9BF6-AFBB6A5C34ED; ErrorDesc: Error Domain=NSCocoaErrorDomain Code=260 "The file “Animate HLAN 2023” couldn’t be opened because there is no such file." UserInfo={NSFilePath=/Library/Application Support/Adobe/Animate HLAN 2023, NSUnderlyingError=0x7f82f96c3be0 {Error Domain=NSPOSIXErrorDomain Code=2 "No such file or directory"}}
ERROR: Failed to backup folder /Library/Application Support/Adobe/Animate HLAN 2023 with error Source: /Library/Application Support/Adobe/Animate HLAN 2023; Destination: /System/Volumes/Data/.adobeTemp/9FDAC16F-0CB3-46EA-9BF6-AFBB6A5C34ED; ErrorDesc: Error Domain=NSCocoaErrorDomain Code=260 "The file “Animate HLAN 2023” couldn’t be opened because there is no such file." UserInfo={NSFilePath=/Library/Application Support/Adobe/Animate HLAN 2023, NSUnderlyingError=0x7f82f96c3be0 {Error Domain=NSPOSIXErrorDomain Code=2 "No such file or directory"}}, aborting installation.
WARN: Error Failed to copy src file '/Library/Application Support/Adobe/Animate HLAN 2023' to dst file '/System/Volumes/Data/.adobeTemp/9FDAC16F-0CB3-46EA-9BF6-AFBB6A5C34ED'.
WARN: CopyFile failed: Error Domain=NSCocoaErrorDomain Code=260 "The file “Animate HLAN 2023” couldn’t be opened because there is no such file." UserInfo={NSFilePath=/Library/Application Support/Adobe/Animate HLAN 2023, NSUnderlyingError=0x7f82f96c3be0 {Error Domain=NSPOSIXErrorDomain Code=2 "No such file or directory"}} for Source: /Library/Application Support/Adobe/Animate HLAN 2023, Destination: /System/Volumes/Data/.adobeTemp/9FDAC16F-0CB3-46EA-9BF6-AFBB6A5C34ED
-------------------------------------------------------------------------------------

[kglad]

@nerdgirl5000 

https://helpx.adobe.com/creative-cloud/kb/troubleshoot-download-install-logs.html#error198

<moved from animate>

[nerdgirl5000]

Thanks. So since the file isn't updated, do I click on the previous version and change the settings there?

Thanks for any help. 

[nerdgirl5000]

And...just did that. My Animate *does* have read/write priviledges. 

Any other suggestions, greatly appreciated. Do you think it has to do with my system? Is it too old?

[kglad]

no, check the error log to see which file is the problematic file.

[nerdgirl5000]

Thanks!

[nerdgirl5000]

It says: 

"The file “Animate HLAN 2023” couldn’t be opened because there is no such file." UserInfo={NSFilePath=/Library/Application Support/Adobe/Animate HLAN 2023

So...what do I do? 

[kglad]

are you using a mac computer?

[nerdgirl5000]

Yes.

[kglad]

contact adobe support. there are 2 ways to contact adobe; chat and twitter:

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...

[nerdgirl5000]

Thanks! I'll try the chat or will call customer support on Monday. Many thanks for all your help!

[kglad]

you're welcome.

if you have time, update after contacting support.