Configuration Error. Please uninstall and reinstall the product. Error: 1

Report · Mar 25, 2019

This error box is now coming up on more and more machines in our organisation. Although I have seen various forum posts for Errors 15 and 16, I have seen none for 1. Even Adobe's own support site only mentions 15 and 16, and the fix for this is to correct the permissions on certain folders. These folder permissions are correct on our installations.

We are running Creative Cloud 2018, and this occurs on all applications

Previously we fixed this by uninstalling and reinstalling on a few individual machines, but now the problem is becoming widespread. Ideally we would like to understand the cause of this and prevent it, because remediating it after it has occurred is not a practical option, as we are a University with over 5,000 installations used by multiple students.

Any help would be appreciated.

DaveB

Report · Mar 25, 2019

uninstall everything cc including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

restart your computer (don't skip this)

reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.

if you're unable to install the cc desktop app at this stage, use an administrator account (solution 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)

use the desktop app to install your cc programs/trials

[moved from Adobe Creative Cloud to Creative Cloud Download & Install]

Report · Mar 25, 2019

Thank-you for replying. However while those instructions may be helpful on a single machine where the operating system needs retaining, our environment is completely different. As pointed out in my initial post we have 5,000 machines in our student estate that potentially could be affected by this. They are in continual use by up to 20,000 Undergraduate students in any term and whilst we can take the odd few off-line to repair, we do not have anywhere near the number of IT staff to be able to follow those instructions.

Since our students almost never use the same machine twice, and their User profiles are removed after 2 days anyway, we tend to completely re-image any student machines with issues, rather than attempt to repair individual apps. Our students are also completely unable to install, uninstall or reconfigure applications.

We therefore do not need to fix what has gone wrong*, but rather identify the cause so we can prevent it happening.

DaveB

*Unless the fix is something simple and quick like a Registry change or removal /modification of a few files or configuration settings.

Report · Mar 25, 2019

[moved from Creative Cloud Download & Install to Deployment for Creative Cloud for Team, Enterprise, & CS]

Report · Mar 25, 2019

Hi,

What OS are you installing on? Are all the CC 2018 apps installed on those machines?

Report · Mar 25, 2019

Windows 10 Enterprise 10.0 (17134).

CC 20180 Apps installed:

After Effects

Animate

Audition

Birdge

Character Animator

Dreamweaver

Extension Manager

Illustrator

InCopy

InDesign

Media Encoder

Photoshop

Prelude

Premiere Pro

SpeedGrade

Report · Mar 25, 2019

It often pays to take a close look at our Incident tickets. I was lead to believe this was more widespread than it was. So far only 6 machines have been affected (although one of them twice - the second time after complete wipe and reinstall). However any ideas as to what logs to check would be welcome.

Strangely I'm not seeing much in the Windows Event viewer, just the odd "faulting application"

Report · Mar 25, 2019

Hi,

Thanks, I don't see any compatibility problems. Most similar cases I checked seem to indicate that error:1 is a variant of error:15/16 but we would need to dig deeper to confirm.

In terms of logs you would probably need to use the log collector tool which will pick up all relevant logs. The best step would be to open a ticket with our support team via your Admin Console (looks like you have an enterprise ETLA agreement) and share the logs with them as they might need engineering input.

How to use the Creative Cloud Log Collector tool

Report · Mar 26, 2019

Many thanks alisterblack. I have run the log collector on an affected machine and an unaffected one, and there is something very odd on the affected one. Because we use volume licensing I couldn't upload it directly so I've passed it to one of our guys to send it to Adobe Support.

I'm going to add a screenshot here of the contents of the InstallerLogs log file, so you can all see what I mean by odd. Why have we got 2 of everything?

Report · Mar 26, 2019

Hi,

That is normal as every product and update will generate an install log.

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

Report · Mar 26, 2019

Well we would normally not see that, as all our student workstations should have the same version of CC on them. They are not upgraded in that sense. We deploy a new version every year, but the machines are all wiped and re-imaged. A non-affected machine only has one of each in the log, so something's up.

Anyway, we have raised a ticket with Adobe Support (after all, we pay them enough!). So I'm going to treat this as solved.

Report · Mar 26, 2019

I have had my support call with Adobe, and was not impressed with the result.

The technician's conclusion was this:

1. The issue is caused by permissions on the files SLStore and SLCache

2. The technician amended the permissions to what they should be

3. The error still occurred

4. Therefore the error is caused by Windows

5. Adobe cannot identify what the error was because Adobe only knows Adobe

So effectively we do not know the cause, and even if we repair it, it does not fix CC. Which means we are back where we started, having to completely wipe and re-image any machine where this occurs. Let's hope we don't suddenly get hundreds of them going wrong.