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wfzen
wfzen
Inspiring
December 19, 2016
Answered

Can't install, update with Adobe Creative Cloud

  • December 19, 2016
  • 2 replies
  • 3159 views

We can't upgrade to Adobe CC 2017 through Adobe Creative Cloud. We can install from a offline installer (only 7 applications there), but once installed we can't update. It would stop from 2% to 20%.) Our security team checked traffic and couldn't find the reason it would stopped. I have the log file saved. I can send that to support.

What are the reasons that may cause this problem?

Thanks,

    This topic has been closed for replies.
    Correct answer alisterblack

    Thank you for the info, Jeff. I've forwarded the info to our Security team. We use IronPort. Do  you have any info to make it work with that?

    Where is the enterprise dashboard? Is it this URL? Adobe Enterprise Dashboard


    Regarding IronPort and your proxy configuration, see the following link at Cisco support.

    https://supportforums.cisco.com/discussion/12300431/adobe-creative-cloud-application-installs-fail-when-going-through-ou…

    2 replies

    Jeffrey_A_Wright
    Community Manager
    Jeffrey_A_WrightCommunity Manager
    Community Manager
    December 20, 2016

    Wfzen did you discover any specific error messages in either installation or DLM log files?  If so can you please post any errors you discovered to this discussion.

    You can find details on how to locate the installation log files at Creative Cloud download and install errors .  For complete information on how to locate the DLM log file see Error downloading or updating Adobe Creative Cloud apps​.

    wfzen
    wfzenAuthor
    Inspiring
    December 20, 2016

    Jeff,

    Thanks for the helpful info.

    I think 113 was the error code which has something to do with firewall and network. Our security team checked but couldn't see any connections getting blocked. I think the PDF linked with servers need to access can be helpful. I forwarded it to our security team.

    On the log file, below is the last couple of lines: I can't find the meaning of the codes referred.

    Thanks,

    12/19/16 16:09:01:607 | [INFO] |  |  |  |  |  |  | 4204 | some intermittent error. Retrying now. Error code is 12002 and error type is -45

    12/19/16 16:09:01:731 | [INFO] |  |  |  |  |  |  | 9156 | resetting intermitent error 9 from to 8 to 0

    12/19/16 16:09:12:268 | [INFO] |  |  |  |  |  |  | 4204 | decrementing the thread count. now the active thread count is 13

    12/19/16 16:09:14:938 | [INFO] |  |  |  |  |  |  | 4204 | decrementing the thread count. now the active thread count is 12

    12/19/16 16:09:17:599 | [INFO] |  |  |  |  |  |  | 4204 | decrementing the thread count. now the active thread count is 11

    12/19/16 16:09:19:942 | [INFO] |  |  |  |  |  |  | 4204 | decrementing the thread count. now the active thread count is 10

    12/19/16 16:09:21:114 | [ERROR] |  |  |  |  |  |  | 6856 | The windows error code is - 12002

    12/19/16 16:09:21:115 | [ERROR] |  |  |  |  |  |  | 7132 | The windows error code is - 12002

    12/19/16 16:09:21:118 | [ERROR] |  |  |  |  |  |  | 11492 | The windows error code is - 12002

    12/19/16 16:09:21:119 | [ERROR] |  |  |  |  |  |  | 11592 | The windows error code is - 12002

    12/19/16 16:09:21:120 | [ERROR] |  |  |  |  |  |  | 6856 | Failed to send the request to server to get the response - 12002

    12/19/16 16:09:21:121 | [ERROR] |  |  |  |  |  |  | 10196 | The windows error code is - 12002

    12/19/16 16:09:21:122 | [ERROR] |  |  |  |  |  |  | 10192 | The windows error code is - 12002

    12/19/16 16:09:21:122 | [ERROR] |  |  |  |  |  |  | 13788 | The windows error code is - 12002

    12/19/16 16:09:21:123 | [ERROR] |  |  |  |  |  |  | 13320 | The windows error code is - 12002

    12/19/16 16:09:21:124 | [ERROR] |  |  |  |  |  |  | 7132 | Failed to send the request to server to get the response - 12002

    12/19/16 16:09:21:125 | [ERROR] |  |  |  |  |  |  | 11492 | Failed to send the request to server to get the response - 12002

    12/19/16 16:09:21:126 | [ERROR] |  |  |  |  |  |  | 11592 | Failed to send the request to server to get the response - 12002

    12/19/16 16:09:21:126 | [ERROR] |  |  |  |  |  |  | 6856 | the download job (10) failed to execute. The job state is STOPPED_STATE

    12/19/16 16:09:21:127 | [ERROR] |  |  |  |  |  |  | 10196 | Failed to send the request to server to get the response - 12002

    12/19/16 16:09:21:128 | [ERROR] |  |  |  |  |  |  | 10192 | Failed to send the request to server to get the response - 12002

    12/19/16 16:09:21:129 | [ERROR] |  |  |  |  |  |  | 13788 | Failed to send the request to server to get the response - 12002

    12/19/16 16:09:21:130 | [ERROR] |  |  |  |  |  |  | 13320 | Failed to send the request to server to get the response - 12002

    12/19/16 16:09:21:130 | [ERROR] |  |  |  |  |  |  | 7132 | the download job (15) failed to execute. The job state is STOPPED_STATE

    12/19/16 16:09:21:131 | [ERROR] |  |  |  |  |  |  | 11492 | the download job (9) failed to execute. The job state is STOPPED_STATE

    12/19/16 16:09:21:132 | [ERROR] |  |  |  |  |  |  | 10196 | the download job (12) failed to execute. The job state is STOPPED_STATE

    12/19/16 16:09:21:133 | [ERROR] |  |  |  |  |  |  | 13788 | the download job (16) failed to execute. The job state is STOPPED_STATE

    12/19/16 16:09:21:138 | [ERROR] |  |  |  |  |  |  | 13320 | the download job (11) failed to execute. The job state is STOPPED_STATE

    12/19/16 16:09:21:612 | [INFO] |  |  |  |  |  |  | 4204 | some intermittent error. Retrying now. Error code is 12002 and error type is -45

    12/19/16 16:09:22:272 | [INFO] |  |  |  |  |  |  | 4204 | decrementing the thread count. now the active thread count is 9

    12/19/16 16:09:24:602 | [INFO] |  |  |  |  |  |  | 4204 | decrementing the thread count. now the active thread count is 8

    12/19/16 16:09:26:949 | [INFO] |  |  |  |  |  |  | 4204 | decrementing the thread count. now the active thread count is 7

    12/19/16 16:09:28:953 | [INFO] |  |  |  |  |  |  | 4204 | decrementing the thread count. now the active thread count is 6

    12/19/16 16:09:30:954 | [INFO] |  |  |  |  |  |  | 4204 | decrementing the thread count. now the active thread count is 5

    12/19/16 16:09:32:956 | [INFO] |  |  |  |  |  |  | 4204 | decrementing the thread count. now the active thread count is 4

    12/19/16 16:09:34:956 | [INFO] |  |  |  |  |  |  | 4204 | decrementing the thread count. now the active thread count is 3

    12/19/16 16:09:36:616 | [INFO] |  |  |  |  |  |  | 4204 | decrementing the thread count. now the active thread count is 2

    12/19/16 16:09:38:289 | [INFO] |  |  |  |  |  |  | 4204 | decrementing the thread count. now the active thread count is 1

    12/19/16 16:09:41:113 | [ERROR] |  |  |  |  |  |  | 6856 | The windows error code is - 12002

    12/19/16 16:09:41:114 | [ERROR] |  |  |  |  |  |  | 7132 | The windows error code is - 12002

    12/19/16 16:09:41:115 | [ERROR] |  |  |  |  |  |  | 11492 | The windows error code is - 12002

    12/19/16 16:09:41:116 | [ERROR] |  |  |  |  |  |  | 6856 | Failed to send the request to server to get the response - 12002

    12/19/16 16:09:41:117 | [ERROR] |  |  |  |  |  |  | 10576 | The windows error code is - 12002

    12/19/16 16:09:41:118 | [ERROR] |  |  |  |  |  |  | 13748 | The windows error code is - 12002

    12/19/16 16:09:41:119 | [ERROR] |  |  |  |  |  |  | 10196 | The windows error code is - 12002

    12/19/16 16:09:41:120 | [ERROR] |  |  |  |  |  |  | 13788 | The windows error code is - 12002

    12/19/16 16:09:41:120 | [ERROR] |  |  |  |  |  |  | 13320 | The windows error code is - 12002

    12/19/16 16:09:41:121 | [ERROR] |  |  |  |  |  |  | 7132 | Failed to send the request to server to get the response - 12002

    12/19/16 16:09:41:122 | [ERROR] |  |  |  |  |  |  | 11492 | Failed to send the request to server to get the response - 12002

    12/19/16 16:09:41:123 | [ERROR] |  |  |  |  |  |  | 10576 | Failed to send the request to server to get the response - 12002

    12/19/16 16:09:41:124 | [ERROR] |  |  |  |  |  |  | 13748 | Failed to send the request to server to get the response - 12002

    12/19/16 16:09:41:124 | [ERROR] |  |  |  |  |  |  | 10196 | Failed to send the request to server to get the response - 12002

    12/19/16 16:09:41:125 | [ERROR] |  |  |  |  |  |  | 13788 | Failed to send the request to server to get the response - 12002

    12/19/16 16:09:41:126 | [ERROR] |  |  |  |  |  |  | 13320 | Failed to send the request to server to get the response - 12002

    12/19/16 16:09:41:153 | [INFO] |  |  |  |  |  |  | 4204 | Retry count overshoot for http_timeout_error - 13

    12/19/16 16:09:42:552 | [INFO] |  |  |  |  |  |  | 7748 | Using New Adaptive Algorithm

    12/19/16 16:09:42:575 | [ERROR] |  |  |  |  |  |  | 7748 | The error has come and the http error code is - 403

    12/19/16 16:09:42:576 | [ERROR] |  |  |  |  |  |  | 7748 | Failed to send the request to server to get the response - 403

    Kanikas
    Community Manager
    KanikasCommunity Manager
    Community Manager
    December 19, 2016

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