There was a problem installing Premiere Pro CC

Report · Apr 13, 2014

Hi, folks,

I've tried probably 10 times in the last few days to update Premiere Pro CC. It has consistently failed since Thursday last week. The window I see reads: There was a problem installing Premiere Pro CC - for more informatio see the specific error below. - then below: Installation failed - Errors encountered during installation.(7)

When I click through for more information, I have this on a new web screen:

Exit Code: 7

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

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

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

ERROR: Updating driver data failed. Driver entry was notadded. ARP estimated size 219566KB

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

In the past, I have uninstalled Adobe Cloud CC then re-installed. But it didn't help this time. I have reverted to using my laptop to make deadline on projects but I have to re-render projects, which is taking a lot of time.

Can anyone help?

Thanks,

Nadia

Report · Apr 14, 2014

Nadia what specific error are you seeing within your installation log files? The installation log file summary you posted does not provide sufficient information to determine where the file permission failure you are facing is located.

For information on how to locate and interpret your installation log files please see Troubleshoot install issues with log files | CC - http://helpx.adobe.com/creative-cloud/kb/troubleshoot-install-logs-cc.html. You are welcome to post the specific error you discover to this discussion.

Finally for information on how to adjust your file permissions please see Error "Exit 6" or "Exit 7" | Install log | Read, write, system file errors | CS5, CS5.5 - http://helpx.adobe.com/creative-suite/kb/error-exit-6-exit-7.html.

Report · Apr 14, 2014

Hi, Jeff,

Thanks for getting back with me.

I found the log file and opened it. Here is the block I think you need:

Report · Apr 14, 2014

Jeff, if I didn't send enough information, here is the entire log file.

Thanks,

Nadia

Report · Apr 14, 2014

Nadia please be aware you are posting in a public forum. If responding via e-mail your attachment will not be seen. I believe you attempted to attach your log file but it is not visible within your discussion.

Also it is not necessary to post the entire log file. You will want to perform a search on the words "Error," and, "Fatal," to locate the specific errors within your log files. If you can post the area of the log file surrounding Error and Fatal then it will be possible to see the cause of the installation failure.

Report · Apr 14, 2014

Hi, Jeff,

My apologies for attaching a file. Did you see the data block I sent earlier? Can you please help me understand next steps. I've been a proud Adobe user with thousands of dollars invested in your software before the move to CC. I love the idea of CC but am frustrated with setbacks like these. Can you help?

Thanks,

Nadia

Here is the end of my log file:

Report · Apr 14, 2014

Nadia I am sorry I am still unable to see your log file. If you view your discussion within your web browser you should see the applicable options for interacting with your forum discussion. If you click on the link for View the fill discussion the discussion will open within your default web browser.

You are also welcome to contact our support team to work with a member of our team directly. For the best assistance, I recommend our chat support at http://adobe.ly/yxj0t6. Our chat representatives can provide a personalized experience to resolve the issue you have described.

Report · Apr 14, 2014

Thanks, Jeff,

I'll contact chat support instead. I appreciate your guidance sincerely.

Nadia