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Adobe Remote Update Manager RUM downloads all fail

Community Beginner ,
Nov 02, 2020 Nov 02, 2020

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Installed the latest CC App with RUM enabled but it fails to download any updates. This is on Mac OSX 10.14. I have hundreds of Macs to update. I made the package with the latest RUM from the Admin Console and want to push this out with MUNKI. RUM runs but just says it is failing to download updates.

Following Updates failed to Download :

(AEFT/17.0/17.5/osx10-64)

(AME/14.0/14.5/osx10-64)

(AUDT/13.0/13.0.11/osx10-64)

(CHAR/3.0/3.4/osx10-64)

(ESHR/3.0/3.4/osx10-64)

(LRCC/1.0/4.0/osx10-64)

(LTRM/8.3/10.0/osx10-64)

(PHSP/21.0/21.2.4/osx10-64)

(PPRO/14.0/14.5/osx10-64)

(RUSH/1.5/1.5.34/osx10-64)

(SPRK/18.0.12/34.2.12/osx10-64)

**************************************************

RemoteUpdateManager exiting with Return Code (2)

 

Please help!

Best,

Carl

TOPICS
Deploy and package apps , Enterprise , Troubleshooting

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Adobe Employee ,
Nov 04, 2020 Nov 04, 2020

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Hi Carl,

Are you using RUM with AUSST or is RUM dialing home to Adobe servers to get these updates? It would be worth noting that if RUM is downloading the updates directly from Adobe servers, you need to add the Adobe URLs to your firewall exceptions to ensure it is able to download the updates from there. Please go through the list of endpoints below and make sure they're allowed: https://helpx.adobe.com/enterprise/kb/network-endpoints.html 

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Community Beginner ,
Nov 11, 2020 Nov 11, 2020

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Solved? Actually from what I can make out this is not a general problem people run into and networks are set up with these open by default rather than having to specifically "open" parts of the firewall. Not enough time was given for me to consult our IT department about this before the post was marked as solved. Our firewall is not blocking any of these endpoints. RUM was set up during packaging but does not respond in any way.

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Adobe Employee ,
Nov 11, 2020 Nov 11, 2020

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Exit Code 2 is a fairly generic error code and is returned if any update fails. The most common reason being that the apps were running. If yes, can quit all running apps and then retry.

 

Can you provide some more details about how this is set up in your organization?

 

1.  Are you using AUSST and RUM or are the updates downloaded directly from Adobe servers? If you're using AUSST, you can remove the overrides file from a test machine to eliminate if the problem is caused by AUSST.  

2. You can also try updating one machine/program manually to see if it updates successfully.

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Community Beginner ,
Nov 11, 2020 Nov 11, 2020

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LATEST

No Apps running. We are using RUM with adobe servers not AUSST. Just re-packaged the CC app with RUM installed on one Mac and this is the output of running remoteupdatemanager with no user logged in (I assume CC is not running while nobody is logged in?). The output seems to know what it wants to update and starts to download but fails. Its says at the beggining that no updates are available for Acrobat Reader but then installs an update

remoreupdatemanager

**************************************************

No new updates are available for Acrobat/Reader

**************************************************

Following Updates are applicable on the system :

(AME/14.5.0.48/osx10-64)

(AUDT/13.0.11.38/osx10-64)

(AICY/15.1.3.302/osx10-64)

(CHAR/3.4.0.185/osx10-64)

(ESHR/3.4.0.2791/osx10-64)

(ACR/13.0.2.2/osx10-64)

(AEFT/17.5.0.40/osx10-64)

(PHSP/21.2.4.323/osx10-64)

(PPRO/14.5.0.51/osx10-64)

(RUSH/1.5.34.48/osx10-64)

(IDSN/15.1.3.302/osx10-64)

(LRCC/4.0.0.202010070818/osx10-64)

(LTRM/10.0.0.202010011851/osx10-64)

(SPRK/34.4.12.3/osx10-64)

**************************************************

Following Updates are to be downloaded :

(AME/14.5.0.48/osx10-64)

(AUDT/13.0.11.38/osx10-64)

(AICY/15.1.3.302/osx10-64)

(CHAR/3.4.0.185/osx10-64)

(ESHR/3.4.0.2791/osx10-64)

(ACR/13.0.2.2/osx10-64)

(AEFT/17.5.0.40/osx10-64)

(PHSP/21.2.4.323/osx10-64)

(PPRO/14.5.0.51/osx10-64)

(RUSH/1.5.34.48/osx10-64)

(IDSN/15.1.3.302/osx10-64)

(LRCC/4.0.0.202010070818/osx10-64)

(LTRM/10.0.0.202010011851/osx10-64)

(SPRK/34.4.12.3/osx10-64)

**************************************************

*** Downloading (AME/14.5.0.48/osx10-64) ...

*** Failed to download (AME/14.5.0.48/osx10-64) ...

*** Downloading (AUDT/13.0.11.38/osx10-64) ...

*** Failed to download (AUDT/13.0.11.38/osx10-64) ...

*** Downloading (AICY/15.1.3.302/osx10-64) ...

*** Failed to download (AICY/15.1.3.302/osx10-64) ...

*** Downloading (CHAR/3.4.0.185/osx10-64) ...

*** Failed to download (CHAR/3.4.0.185/osx10-64) ...

*** Downloading (ESHR/3.4.0.2791/osx10-64) ...

*** Failed to download (ESHR/3.4.0.2791/osx10-64) ...

*** Downloading (ACR/13.0.2.2/osx10-64) ...

*** Successfully downloaded (ACR/13.0.2.2/osx10-64) ...

*** Downloading (AEFT/17.5.0.40/osx10-64) ...

*** Failed to download (AEFT/17.5.0.40/osx10-64) ...

*** Downloading (PHSP/21.2.4.323/osx10-64) ...

*** Failed to download (PHSP/21.2.4.323/osx10-64) ...

*** Downloading (PPRO/14.5.0.51/osx10-64) ...

*** Failed to download (PPRO/14.5.0.51/osx10-64) ...

*** Downloading (RUSH/1.5.34.48/osx10-64) ...

*** Failed to download (RUSH/1.5.34.48/osx10-64) ...

*** Downloading (IDSN/15.1.3.302/osx10-64) ...

*** Failed to download (IDSN/15.1.3.302/osx10-64) ...

*** Downloading (LRCC/4.0.0.202010070818/osx10-64) ...

*** Failed to download (LRCC/4.0.0.202010070818/osx10-64) ...

*** Downloading (LTRM/10.0.0.202010011851/osx10-64) ...

*** Failed to download (LTRM/10.0.0.202010011851/osx10-64) ...

*** Downloading (SPRK/34.4.12.3/osx10-64) ...

*** Failed to download (SPRK/34.4.12.3/osx10-64) ...

Some Updates failed to download ...

**************************************************

*** Installing (ACR/13.0.2.2/osx10-64) ...

*** Successfully installed (ACR/13.0.2.2/osx10-64) ...

All Updates installed successfully ...

**************************************************

Following Updates failed to Download :

(AEFT/17.0/17.5/osx10-64)

(AICY/15.0/15.1.3/osx10-64)

(AME/14.0/14.5/osx10-64)

(AUDT/13.0/13.0.11/osx10-64)

(CHAR/3.0/3.4/osx10-64)

(ESHR/3.0/3.4/osx10-64)

(IDSN/15.0/15.1.3/osx10-64)

(LRCC/1.0/4.0/osx10-64)

(LTRM/8.3/10.0/osx10-64)

(PHSP/21.0/21.2.4/osx10-64)

(PPRO/14.0/14.5/osx10-64)

(RUSH/1.5/1.5.34/osx10-64)

(SPRK/18.0.12/34.4.12/osx10-64)

**************************************************

Following Updates were successfully installed :

(ACR/9.6/13.0.2/osx10-64)

**************************************************

RemoteUpdateManager exiting with Return Code (2)

 

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