Adobe Creative Cloud Enterprise Deployment Issues using SCCM 2012 R2

Report · Mar 08, 2015

Hi,

I have been trying to deploy Adobe Creative Cloud Enterprise to Windows 8.1 machines that are identical, using SCCM 2012 R2.

The Adobe package seems fine, because it seems to deploy successfully to some machines. And SCCM 2012 R2 has been configured correctly, as I can deploy other software using it, and again, it deploys Adobe CC successfully to some of the machines.

I have tried comparing the package that is downloaded on the test machine/client machine, with the original package on the distribution point, using Beyond Compare, and there are no differences.

I have contacted Adobe Enterprise Support, and they asked me to send to them log files from Event Viewer, the msi installer, and other Adobe logs, from the machine that failed the deployment. However, after Adobe studying them, they told me that they could not identify any problems... Strange, because I could have sworn that I saw error 1603 pop up over 20 times on different machines indicating that the 'Set-up.dat' file had a problem with it.

After all the testing on over 20 identical machines (same hardware/same software), using different configurations on SCCM 2012 R2 and the client machines, I still can't seem to have a reliable solution to deploying Adobe CC.

The fact that it deploys successfully on one machine and fails on another, or sometimes deploy to two machines and fail on another (simultaneously), is something that I don't understand.

Another thing is that, if I retry the deployment 10-15 times after it failed the first time, it might go through...

Adobe Enterprise Support asked me if they could remote into a machine that failed the deployment to have a look at it and I agreed to that option, but it seems like my issue has been ignored because they never got back to me.

Has anyone had this kind of problem or anything similar before?

I need to be able to deploy this remotely to 100+ machines. So installing manually is not an option.

Any help is appreciated.

This was posted in the wrong section a few days ago. I'm hoping I can get some help here.

Case Number: 1862659812

UPDATE: I spoke to Adobe Customer Support and after 1.5 hours on the phone with a remote session going on, problem was still not solved or identified. Additional log files have been sent and now I'm waiting for a call back.

Report · Mar 11, 2015

Hi,

I am the Product Manager for CCP. Apologies that you have not been able to get this issue resolved despite sending us the logs and speaking with support. Can you please e-mail me direct karl.gibson@adobe.com. If you can include the names of the folks from support you have been dealing with thus far that would be great.

Cheers

Karl

Report · Mar 11, 2015

Hi,

Thanks for replying. I spoke to Customer Support yesterday afternoon, and the person that I spoke to, seemed very supportive.

Now that I have spoken to him a couple of times, it seems that he is doing his best to solve the issue, and I appreciate that.

However, I will email you some more details about this case.

Thanks.

Robert Mito.

Report · Apr 13, 2015

Hi Robert,

We seem to be having a very similar issue. Our installs would randomly fail with error code 1603 and an error message about a fault in Set-up.dat. Failure rate was near 95% on our 900 machines. Adobe Support and Karl having been looking into our issues but so far no solution has been found.

Having done a lot of investigating we've managed to deploy our package using a schedule task running as a domain admin. This is a nasty solution and we don't intend on using this permanently, but we needed to get the package out.

Are you seeing any of the following:

Entries in PDApp.log:

Event Log:

Faulting application name: Set-up.dat, version: 2.9.1.474, time stamp: 0x54e11f94

Faulting module name: Set-up.dat, version: 2.9.1.474, time stamp: 0x54e11f94

Exception code: 0xc0000005

Fault offset: 0x000d7c52

Faulting process id: 0xb40

Faulting application start time: 0x01d072a073861622

Faulting application path: \\server.name.path\Adobe CC\FullPackage\Build\ASU\Set-up.dat

Faulting module path: \\server.name.path\Adobe CC\FullPackage\Build\ASU\Set-up.dat

Report Id: c86d9216-de93-11e4-8284-782bcb99e284

Faulting package full name:

Faulting package-relative application ID:

Installer Log

Indicates it can't find the Media_db. We noticed that the folder C:\Program Files (x86)\Common Files\Adobe\caps doesn't get created on the machines were the install fails, so error message is correct in that there isn't a Media_db.db. Sysinterals Process Monitor seems to show that the setup tried to create the folder/files but they don't actually get created. Copying a Media_db into the folder from another machine seems to allow the installation to almost finish, but unsurprisingly you end up with problems later on.

Report · Apr 23, 2015

Hi,

Package Installer is failing because of ASU installation failure. Way to resolve this problem is –

1. Stop any Adobe products processes running on client machine. It includes – Creative cloud App, Adobe Update notifier or any other AAM application. If this doesn’t solve the installation problem, then

2. PDApp folder should be renamed on client machine and then run the package installer.

Also can you create the package with latest CCP (1.9). it will reduce the probability of package installation failing because of bootstrapper error.

Cheers

Karl Gibson | Product Manager | Enterprise IT Tools

Report · Jun 03, 2015

Hi networka30972364,

Apologies for the late reply.

The error that we got was a 1603 error. Event Viewer indicated that there was a problem with Set-up.dat and and media.db.

I was in contact with an Adobe Engineer about this issue. But he couldn't help.

I still need to deploy Adobe CC to a few hundred machines more. However, since we don't yet have a reliable solution, we have decided to put the deployment on hold.

I have seen the same messages in the same log files that you mentioned.

An Adobe Support Tech that I spoke to a few months ago said that it might be a permissions issue, as the setup isn't able to create the necessary folders, like you mentioned. However, we did have a remote session and the Tech guy tried giving the correct permissions to the right folders and retried the installation (manually & through sccm) on multiple machines, and the deployment was still failing.

I have sent many log files to Adobe and have tried many methods and possible solutions that Adobe has asked me to try, and have tried themselves through multiple remote sessions. But the deployment still fails and isn't reliable at all.

Have you found any solution to this other than the scheduled task option?

Thanks.

Robert Mito

ASG IT Support

Report · May 10, 2015

Hi,

Apologies for the late update. I have been in contact with an Adobe Engineer regarding the issue.

The following are the latest things that we have tried:

* Use the latest CCP (1.9).

* Disable all non Microsoft services.

* Disable all Adobe services in background.

* Manual installation on client machines.

* Automated deployment through SCCM 2012 R2.

* Deployment using multiple packages instead of one whole package.

We still get some machines going through on the first try, and some machines failing, until we retry the installation at least 5 times.

We have sent multiple log files to Adobe and the latest response was that the log files are not showing much about the cause of the issue.

We were told that it could be related to a video editing software (from the CC Package). But we are not yet sure.

I am still testing the deployment, hoping to find a reliable solution to automate it through SCCM.

Thanks.

Robert Mito

ASG IT Support

Report · Jun 22, 2015

Just an update,

I have been in contact with Mick Leigh, who is the Customer Success Manager at Adobe.

He tracked down this support case, and found out that the case number had been changed.

The new case number is: 0186304452.

I have forwarded to Mick, some of the emails that I exchanged with the Adobe Technicians that were working on the case.

He is contacting them to give me an update on the case and to try and solve the deployment issues.

He suggested that we provide Adobe with a copy of the OS image that we use on our machines, for Adobe to carry out the necessary tests.

I am currently waiting for an update from him regarding the issue.

Thanks,

Robert Mito

ASG IT Support

Report · Oct 21, 2015

Any update? We are having similar troubles.

Report · Oct 23, 2015

I can tell you that in the above case the issue was solved by using the latest version of Creative Cloud Packager.