Adobe CC - Managed Package Install - .msi Installer Fails

[ChimiChangaAlabama]

I have created a managed package in the Adobe Admin Portal for the Adobe Creative Cloud client. Wheen I download the package .zip and extract the contents, I am only able to install the package via the setup.exe file, not the included <package name>.msi file.

I contacted Adobe Support, who reviewed the issue and requested a copy of the PDAP.log file which I provided. I was then told that the "backend team" said that this is not something that Adobe provides support with despite Adobe creating/providing the MSI file.

How can I get assistance in reviewing the PDAP.log and any other logs to determine what the specific issue is as accurately as possible?

[Bani Verma]

Hi there, 

It sounds like you're working on installing the package on your client's machine. To better assist you, please share which deployment tool you use for this process.

In the meantime, you might find the following document helpful for guidance on MSI installers or packages: Adobe Admin Guide on Command Line Installation.

^BS

[ChimiChangaAlabama]

Hi there. Please note, I am not using any deployment tool at this point. I have downloaded the managed package generated by the Adobe Admin Console. I have unzipped the package and am attempting to install locally with the provided .msi file, as shown in this screenshot.

[Anshul_Nautiyal]

Hi there,
Apologies for the frustrating experience. 

Can you please create a fresh package and try to install it on a similar or different machine to rule out whether it is not a corrupt package or a machine issue? If you still need help, please open a case or start a chat from the Support tab in the Adobe Admin console.
See: https://helpx.adobe.com/enterprise/using/support-and-expert-services.html

Thank you.

A.N

[ChimiChangaAlabama]

Hi Anshul,

I have tried with a fresh package and experience the same result.

I have also previously opened a support case for this issue. I was told the following:

"I apologize as per the discussion with backend team, professional support is not available for installing MSI.
So we recommend you either contact Microsoft Support or to go to Adobe Community Forums and post your query there so that senior techincal team can reach you out and resolve the issue."

Which does not make sense to me as the .msi file is being generated by and provided by Adobe. So yes, you are correct that this is a very frustrating experience. I'm being sent around in circles and getting no result.

Are you able to help me further here? I am not confident that another support case would be handled appropriately. 

[Anshul_Nautiyal]

Hi there,

Sorry for the trouble.

I have some follow-up questions for this issue. Have you tested this similar package on any different machine?  What error are you getting while trying to install this MSI file for installation? Is this issue centric to this particular MSI file or it is the same for all MSI installers? What error is being recorded in the event viewer log for this particular installation?  

Please let us know if you have any queries.  

Thank you.

Regards,

A.N

[ChimiChangaAlabama]

I've tested all packages created on multiple machines both within and outside of my network. Same result.

There is no specific error being shown. The installer opens, progresses, a command window is briefly shown, and then the process "rewinds" and closes.

I see two errors in the event logs that dont appear to provide much context.

Event 11729 MsiInstaller

Product: Test - Winx64 - Managed w Self Service -- Configuration failed.

and

Event 1035 MsiInstaller

Windows Installer reconfigured the product. Product Name: Test - Winx64 - Managed w Self Service. Product Version: 1.0.0000. Product Language: 1033. Manufacturer: Adobe Systems Incorporated. Reconfiguration success or error status: 1603.

[SuJoshi]

Hi @ChimiChangaAlabama 

I would like to inform you that Adobe provides an MSI file for installation. However, it uses the Microsoft Installer service to install the package/app on the machine, which is also applied to all other installers/packages.

Could you please confirm how you are running the MSI file? Additionally, is there any specific reason for using the MSI file when the package can be installed using setup.exe?

[ChimiChangaAlabama]

I am running the .msi by double-clicking the file to run it. I have also tried running from command line using msiexec.exe. I have performed both in an administrator context on multiple devices and networks.

I have a requirement to deploy this as an .msi file. I need to be able to use return codes to manage deployment results. I have not yet decided on what method or tool I will be using to deploy this as my business has a number available.

Are there Adobe log files from the setup.exe process that we can review to narrow down the cause of the failed installation?

[SuJoshi]

To run an MSI file silently and install the package without any user interaction, you can use the msiexec command with specific parameters. Here’s the command you need:

msiexec /i "Path\To\Your\Package.msi" /qn

/i: This switch tells msiexec to install the specified package.
/qn: This switch sets the user interface level to “no UI,” making the installation process run silently.
For example, if your MSI file is located at C:\Installers\MyPackage.msi, the command would be:

msiexec /i "C:\Installers\MyPackage.msi" /qn

If you want to create a log file for troubleshooting, you can add the /l*v switch followed by the path to the log file:

msiexec /i "C:\Installers\MyPackage.msi" /qn /l*v "C:\Logs\InstallLog.txt"

This command will install the MSI package silently and generate a detailed log file at the specified location.

Note: run CMD or Powershell as an admin.

You can also check the "PDApp.log" file to find the errors when running the "setup.exe". The location is "%temp%>> CreativeCloud >> ACC".

https://helpx.adobe.com/creative-cloud/kb/troubleshoot-install-logs-cc.html

[ChimiChangaAlabama]

The msi logs seems to only provide that the process terminated abnormally. Hence why I am pressing for assistance from Adobe on this request.

The PDApplog is as follows:

09/11/24 13:16:35:654 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 8104 | Build Version - 2.2.0.15
09/11/24 13:16:35:654 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 8104 | Logging Level verbosity Set  to 4
09/11/24 13:16:35:654 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 8104 | Executing immediate custom action for install mode.
09/11/24 13:16:35:654 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 8104 | The CustomActionData string is : mode=install;sourceDir=C:\Users\XXX\XXX\Apps\Test - Winx64 - Managed w Self Service_en_US_WIN_64\Test - Winx64 - Managed w Self Service\Build\;installDir=;origDB=C:\Users\XXX\XXX\Apps\Test - Winx64 - Managed w Self Service_en_US_WIN_64\Test - Winx64 - Managed w Self Service\Build\Test - Winx64 - Managed w Self Service.msi;installLang=
09/11/24 13:16:35:654 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 8104 | Successfully executed the immediate custom action for install mode .
09/11/24 13:16:39:797 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Build Version - 2.2.0.15
09/11/24 13:16:39:797 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Logging Level verbosity Set  to 4
09/11/24 13:16:39:797 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Executing the deferred custom action.
09/11/24 13:16:39:807 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Obtained the following as CustomActionData
09/11/24 13:16:39:807 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | (mode=install;sourceDir=C:\Users\XXX\XXX\Apps\Test - Winx64 - Managed w Self Service_en_US_WIN_64\Test - Winx64 - Managed w Self Service\Build\;installDir=;origDB=C:\Users\XXX\XXX\Apps\Test - Winx64 - Managed w Self Service_en_US_WIN_64\Test - Winx64 - Managed w Self Service\Build\Test - Winx64 - Managed w Self Service.msi;installLang=)
09/11/24 13:16:39:807 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | (mode=install;sourceDir=C:\Users\XXX\XXX\Apps\Test - Winx64 - Managed w Self Service_en_US_WIN_64\Test - Winx64 - Managed w Self Service\Build\;installDir=;origDB=C:\Users\XXX\XXX\Apps\Test - Winx64 - Managed w Self Service_en_US_WIN_64\Test - Winx64 - Managed w Self Service\Build\Test - Winx64 - Managed w Self Service.msi;installLang=)
09/11/24 13:16:39:807 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Original database path is : C:\Users\XXX\XXX\Apps\Test - Winx64 - Managed w Self Service_en_US_WIN_64\Test - Winx64 - Managed w Self Service\Build\Test - Winx64 - Managed w Self Service.msi
09/11/24 13:16:39:817 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | OptionXML saved at location :: C:\Users\XXX\AppData\Local\Temp\{D2D365F1-3294-458B-AF3A-26BFDF78D080}\\{7D87E65D-F16D-425A-9673-692612015744}
09/11/24 13:16:39:848 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Build Version - 2.2.0.15
09/11/24 13:16:39:848 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Logging Level verbosity Set  to 4
09/11/24 13:16:39:848 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | CustomAction Parameters obtained...
09/11/24 13:16:39:848 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 |  optXMLPath :: C:\Users\XXX\AppData\Local\Temp\{D2D365F1-3294-458B-AF3A-26BFDF78D080}\\{7D87E65D-F16D-425A-9673-692612015744}
09/11/24 13:16:39:848 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 |  setupBasePath :: C:\Users\XXX\XXX\Apps\Test - Winx64 - Managed w Self Service_en_US_WIN_64\Test - Winx64 - Managed w Self Service\Build\
09/11/24 13:16:39:848 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 |  installDirPath :: 
09/11/24 13:16:39:848 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 |  installLang :: 
09/11/24 13:16:39:848 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Initializing Custom Action Data from parameters
09/11/24 13:16:39:849 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Provisioning Tool path is (C:\Users\XXX\AppData\Local\Temp\{D2D365F1-3294-458B-AF3A-26BFDF78D080}\\{102A4717-73CE-4B4E-AE8C-1BF8279A5408}).
09/11/24 13:16:39:852 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Starting to run the custom action for install mode
09/11/24 13:16:39:852 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | STEP 1: Starting to parse Option XML.
09/11/24 13:16:39:867 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Match OS lang option selected
09/11/24 13:16:39:867 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Added OS Language (en_US) to the install language fallback.
09/11/24 13:16:39:867 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Install language fallback contains following languages :
09/11/24 13:16:39:867 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 |     (en_US)
09/11/24 13:16:39:867 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 |     (en_US)
09/11/24 13:16:39:867 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | The target architecture of the package is WIN
09/11/24 13:16:39:867 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Self-Update BootStrapper Relative Path doesn't exist.
09/11/24 13:16:39:867 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Packaging style not found
09/11/24 13:16:39:868 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | No of updates found (0).
09/11/24 13:16:39:868 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | No of HD products found (4).
09/11/24 13:16:39:870 | [ERROR] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Failed to get value for conflicting processes...
09/11/24 13:16:39:870 | [WARN] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Failed to parse the conflictProcessInfo for HD media (LIBS4.6.2)...
09/11/24 13:16:39:876 | [ERROR] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Failed to get value for conflicting processes...
09/11/24 13:16:39:876 | [WARN] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Failed to parse the conflictProcessInfo for HD media (KANC6.0.0)...
09/11/24 13:16:39:879 | [ERROR] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Failed to get value for conflicting processes...
09/11/24 13:16:39:879 | [WARN] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Failed to parse the conflictProcessInfo for HD media (COSY7.2.0)...
09/11/24 13:16:39:883 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Custom deployment path doesnt exist in options XML
09/11/24 13:16:39:883 | [WARN] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Failed to find Royalty Bearing attribute info.
09/11/24 13:16:39:883 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Found the AppsPanel attribute info (true)
09/11/24 13:16:39:884 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Found the AdminPrivilege attribute info (true)
09/11/24 13:16:39:884 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Number of Medias found = 0

09/11/24 13:16:39:884 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Deployment Manager is running in Install Mode.
09/11/24 13:16:39:884 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | STEP 2: Starting to launch ASU AAM.
09/11/24 13:16:39:884 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Going to install C:\Users\XXX\XXX\Apps\Test - Winx64 - Managed w Self Service_en_US_WIN_64\Test - Winx64 - Managed w Self Service\Build\ASU_6.3.0
09/11/24 13:16:39:889 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Latest AAM version with the package is (6.3.0.207)...
09/11/24 13:16:39:890 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Bootstrapper launch location is :: C:\Users\XXX\XXX\Apps\Test - Winx64 - Managed w Self Service_en_US_WIN_64\Test - Winx64 - Managed w Self Service\Build\ASU_6.3.0\Set-up.dat
09/11/24 13:16:39:890 | [INFO] |  | ASU | DeploymentManager | AAMEEUtilities |  |  | 22472 | Path to Process :C:\Users\XXX\XXX\Apps\Test - Winx64 - Managed w Self Service_en_US_WIN_64\Test - Winx64 - Managed w Self Service\Build\ASU_6.3.0\Set-up.dat Process Directory :C:\Users\XXX\XXX\Apps\Test - Winx64 - Managed w Self Service_en_US_WIN_64\Test - Winx64 - Managed w Self Service\Build\ASU_6.3.0 arguments being passed :"C:\Users\XXX\XXX\Apps\Test - Winx64 - Managed w Self Service_en_US_WIN_64\Test - Winx64 - Managed w Self Service\Build\ASU_6.3.0\Set-up.dat" --mode=silent --action=install --edtWorkFlow=1 
09/11/24 13:16:40:077 | [INFO] |  | ASU | DeploymentManager | AAMEEUtilities |  |  | 22472 | Process creation completed.
09/11/24 13:16:40:078 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Build Version - 2.2.0.15
09/11/24 13:16:40:078 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Logging Level verbosity Set  to 4
09/11/24 13:16:40:078 | [FATAL] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | The Bootstrapper Process return code is (-67).Stopping the installation process.
09/11/24 13:16:40:599 | [INFO] |  | ASU | DeploymentManager | AAMEEUtilities |  |  | 22472 | The output of process received  in execWithOutput : 
Microsoft Windows [Version 10.0.19044.4529]

09/11/24 13:16:40:604 | [INFO] |  | ASU | DeploymentManager |  |  |  | 22472 | Event Guid generated is: 'e6b2951e-bb68-4e3f-8108-3a7d1bbb68b4'
09/11/24 13:16:40:608 | [INFO] |  | ASU | DeploymentManager |  |  | HTTPConnector | 22472 | Sending HTTP request message: Method: POST || URL: na1e-acc.services.adobe.com/hsmessaging/rest || Timeout: 30 || Compression: false || Request headers: Content-Type : text/xml

09/11/24 13:16:40:625 | [INFO] |  | ASU | DeploymentManager |  |  | HTTPConnector | 22472 | Proxy detected: WPAD
09/11/24 13:16:40:627 | [WARN] |  | ASU | DeploymentManager |  |  | HTTPConnector | 22472 | GetIEProxyInfo - Failed to get proxy for the url, error:12167
09/11/24 13:16:40:627 | [INFO] |  | ASU | DeploymentManager |  |  | HTTPConnector | 22472 | No default proxy present on the user machine
09/11/24 13:16:41:298 | [INFO] |  | ASU | DeploymentManager |  |  | HTTPConnector | 29956 | HTTP Request Status code 200.
09/11/24 13:16:41:298 | [INFO] |  | ASU | DeploymentManager |  |  | HTTPConnector | 22472 | The http request returned HTTP_Status:0 HttpCommunicator error:0 
09/11/24 13:16:41:298 | [INFO] |  | ASU | DeploymentManager |  |  | HTTPConnector | 22472 | Received HTTP response:
URL = na1e-acc.services.adobe.com/hsmessaging/rest
Response code = 200
Response headers:
Age :  0
Connection :  close
Content-Length :  165
Date :  Wed, 11 Sep 2024 17:16:41 GMT
X-Request-ID :  79556805-f05b-4a13-9fdc-346024d97820

09/11/24 13:16:41:302 | [INFO] |  | ASU | DeploymentManager |  |  |  | 22472 | Waiting for the async thread to get the task completed
09/11/24 13:16:41:302 | [INFO] |  | ASU | DeploymentManager |  |  |  | 28192 | Async thread is completed. Now exiting from function.
09/11/24 13:16:41:597 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | Analytics sent to ingest successfully
09/11/24 13:16:41:628 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 22472 | The install workflow is terminating.

It appears there may be "conflicting processes," however I am seeing this in all install failure logs. I have tried with new Windows installations to rule out a configuration issue. Please advise on next steps.

[SuJoshi]

I reviewed the logs and got Fatal error -67, which is a Microsoft error. 
09/11/24 13:16:40:078 | [FATAL] | | ASU | DeploymentManager | DeploymentManager | | | 22472 | The Bootstrapper Process return code is (-67).Stopping the installation process.
The error code (-67) during installation indicates a failure in the bootstrapper process, which is responsible for initiating and managing the installation process. This error typically occurs due to issues related to permissions, system conflicts, or package corruption.

[ProjectionArtworks]

If it's any help you need to run the setup.exe file in the build folder NOT the msi directly.

[SuJoshi]

We provide EXE and MSI to the admins, and it is up to the org's preferences. Kindly help me with the ticket number so I can coordinate with the concerned team and resolve this issue for you.

[ChimiChangaAlabama]

Thanks @SuJoshi, I have sent you the case number in a PM.

[defaultwqzlq95wzj9q]

I am also having problems installing by clicking on the MSI. I have tried all of the same methods as the OP. Error 1603 is always reported.

[defaultwqzlq95wzj9q]

I'm also seeing  The Bootstrapper Process return code is (-67) in the pdapp.log

[ChimiChangaAlabama]

Out of curiousity, are you installing from a network or cloud location? Or use a roaming profile? Moving the installer out of either/or and to the local C:\ seems to have corrected the issue for me, for now.

[defaultwqzlq95wzj9q]

Im installing directly from the C:\

My process is: Download the Creative Cloud template package from the admin console to my downloads folder on C:\ -> Unzip the package -> Double click on the MSI.

The MSI installer opens, runs for about 5 seconds then closes.

I am using windows 10, can't think of anything else that could have a negative impact on the installer.

[SuJoshi]

The package will NEVER install if you are running the MSI file by double-clicking on it. You have to run a command on CMD or Powershell in order to install the package using the MSI file: msiexec /i “path\setup.msi".

Or, use the "setup.exe" file for installation by double-clicking on it.

[defaultwqzlq95wzj9q]

Double clicking on the msi or running msiexec /i “path/Creative Cloud Desktop Application.msi" has the exact same outcome. The installer opens, runs for 5 seconds, then shuts down. The same error message is recorded in the pdapp.log file: " The Bootstrapper Process return code is (-67)"

[ChimiChangaAlabama]

The package will NEVER install if you are running the MSI file by double-clicking on it. You have to run a command on CMD or Powershell in order to install the package using the MSI file: msiexec /i “path\setup.msi".

Or, use the "setup.exe" file for installation by double-clicking on it.

By SuJoshi

That is simply untrue. Double-clicking an msi file will trigger msiexec to install an msi package. This has been a function of Windows Installer for 25 years now.

It's only the Adobe package that is having issues in my environment. I was able to resolve this on my end by moving the unzipped package contents, retaining the folder structure and contents, to a local drive. For whatever reason, running this package from a network or cloud location simply does not work.

This is the only msi I have in my environment that does this. It seems as though something with how Adobe Admin Console is creating the package and relying on it's dependcies is the cause of this.

[Anshul_Nautiyal]

Hi there, apologies for the frustrating experience.

As you mentioned encountering issues with installation from network locations, please ensure that the network location has the necessary permissions and that there are no restrictions or blocks that could interfere with the MSI installation. Additionally, check if any group policies might be preventing MSI installations from non-local drives.

Thanks & Regards,
A.N

[ChimiChangaAlabama]

There are no restrictions or blocks from Group Policy, etc. that could be affecting this as I'm storing this in my application repository. As mentioned, this is the only msi installer I am having an issue with under the same criteria.

[Bani Verma]

Hi there, 

I have sent you a personal message. Please check and respond.

Thanks, 

B.S