Creative Cloud DLM - Files Does Not Exist

Report · Mar 20, 2015

Hi,

We have been having various bizarre issues when attempting to install Acrobat XI Pro via a package created with CCP.

Here is the summary:

Named License package created for Acrobat XI Pro x86 (ignore conflicts, AUM disabled, deploy to default directory
Installation ran as an administrator on client machine (Windows 7 x86 SP)
Adobe Creative Cloud installs and desktop icon is created
Adobe Acrobat XI Pro appears in Programs and Features but has no icon and no desktop/Start Menu icons are created
When launching ACC and logging in, no Apps tab appears
When enable trace, DLM.log shows the following:

03/20/15 14:11:32:448 | [TRACE] | | | | | | | 3964 | Using manually set proxy on the machine - localhost:3128

03/20/15 14:11:32:448 | [INFO] | | | | | | | 3964 | The file to be downloaded is https://prod-rel-ffc-ccm.oobesaas.adobe.com/adobe-ffc-external/core/v1/context?authorizationData=<authorization-data><consumerAccessToken>eyJhbGciOiJSUzI1NiIsIng1dSI6Imltc19uYTEta2V5LTEuY2VyIn0.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.DDrPx7oxUQc6qGd_s1Z5OqP5KC5f9zmBNrUVAqSvB-vAeubnBf_pgkI0Kcu3cof_6_mbBICgF5r5Xe6kam3SkuobFkowpVWdxZ8wbM0idVajdRntcsyW9aeg96bU35bu3lFQDMC9zwtbBtP7YHcVwdmfTJHzrLyXvi32Q7nDrnRL9HEh3vXshmmYzsLXgxC7zhTq3pzmw8eImO6Ep72_e5RMf3SzOr2lyhxSaNPGv0MtOj9CMDh_3eC7bncSIwUqYvrgmZZkVes0w8gTv_BqpXHAfjEk9chpWcaazFxY-cLDccGbnm_Yop_uJ2Krb0DyCFrbCsiAzNVTB-S56aNYzA</consumerAccessToken></authorization-data>&clientID=acc_desktop&contextKey=6D5915F354ECB7470A4C98A4@AdobeID&producerId=ccui_mktg

03/20/15 14:11:32:449 | [INFO] | | | | | | | 3964 | Going to download the file at C:\Users\xxxxxxx\AppData\Local\Temp\/{BD74C69A-E665-4566-8227-E4D487D73604}

03/20/15 14:11:32:449 | [INFO] | | | | | | | 3964 | Preference: Client has set the preference for single stream download

03/20/15 14:11:32:449 | [TRACE] | | | | | | | 3964 | Validating preference for startAddress=0 and bytesToDownload=0 for fileSize=0

03/20/15 14:11:32:449 | [TRACE] | | | | | | | 3964 | The file attributes of directory - C:\Users\xxxxxxx\AppData\Local\Temp\\ is 8208

03/20/15 14:11:32:449 | [TRACE] | | | | | | | 3964 | File does not exist at C:\Users\xxxxxxx\AppData\Local\Temp\\{BD74C69A-E665-4566-8227-E4D487D73604}.aamdownload

03/20/15 14:11:32:450 | [TRACE] | | | | | | | 3964 | file size to which we have to extend is 0

03/20/15 14:11:32:450 | [TRACE] | | | | | | | 3964 | number of segments created 1

03/20/15 14:11:32:450 | [TRACE] | | | | | | | 3964 | running the thread (4176)

03/20/15 14:11:32:451 | [TRACE] | | | | | | | 3964 | file serializer thread id is 4176

03/20/15 14:11:32:451 | [TRACE] | | | | | | | 3964 | Number of downloader threads are 1

03/20/15 14:11:32:587 | [TRACE] | | | | | | | 4372 | running the thread (0)

03/20/15 14:11:32:588 | [INFO] | | | | | | | 4372 | thread count is 0 and active thread count is 1

03/20/15 14:11:33:375 | [ERROR] | | | | | | | 3824 | The windows error code is - 12150

03/20/15 14:11:33:475 | [TRACE] | | | | | | | 4372 | waiting to terminate file serializer job

03/20/15 14:11:33:541 | [TRACE] | | | | | | | 4372 | before closing

03/20/15 14:11:33:541 | [TRACE] | | | | | | | 4372 | after closing

03/20/15 14:11:33:541 | [TRACE] | | | | | | | 4372 | File does not exist at C:\Users\xxxxxxx\AppData\Local\Temp\\{BD74C69A-E665-4566-8227-E4D487D73604}

03/20/15 14:11:33:542 | [INFO] | | | | | | | 4372 | **File download complete.**

I am able to navigate to the long download URL without problems (added https://prod-rel-ffc-ccm.oobesaas.adobe.com to Trusted Sites as a precaution) but when watching the %temp% folder I can see a file is downloaded that matches the same naming convention as the file in the DLM log but the name isn't the same.
Client is using Symantec SmartConnect proxy and here are the proxy logs showing that the connections are being accepted:

2015-03-20T14:11:29.960 [1800] INFO Listener[3128] - Accepted a connection from user: xxxxxxx

2015-03-20T14:11:29.960 [1800] INFO IOChanFactory[3128] - CONNECT prod-rel-ffc-ccm.oobesaas.adobe.com:443 OnLAN/proxy1.uk.webscanningservice.com:3128 (S406) xxxxxxx

2015-03-20T14:11:34.356 [1800] INFO Listener[3128] - Accepted a connection from user: xxxxxxx

2015-03-20T14:11:34.357 [1800] INFO IOChanFactory[3128] - CONNECT ans.oobesaas.adobe.com:443 OnLAN/proxy1.uk.webscanningservice.com:3128 (S407) xxxxxxx

2015-03-20T14:11:34.679 [1800] INFO Listener[3128] - Accepted a connection from user: xxxxxxx

2015-03-20T14:11:34.686 [1800] INFO IOChanFactory[3128] - CONNECT na1e-acc.services.adobe.com:443 OnLAN/proxy1.uk.webscanningservice.com:3128 (S408) xxxxxxx

The external Symantec logs have also been checked which show that the connections have been accepted by the external proxy

I have tried the following to resolve the issue with no joy:

Recreate the package
Try it on a virgin Windows 7 x86 SP1 client
Reinstall the latest version of Application Manager
Reinstall the latest version of Adobe Creative Cloud
Add the following sites to Trusted Sites:

https://*.activate.com

https://*.adobe.com

https://*.adobelogin.com

https://*.adobeoobe.com

One thing that we cannot do is bypass the proxy as for legal reasons all traffic must go through it.

So, to summarise, I am able to package and install Acrobat XI Pro on the client machine but then not able to launch it. I am able to log into Adobe Creative Cloud and look at assets, etc., but the Apps tab does not appear.

Any and all help would be gratefully received.

Report · Mar 20, 2015

Moved to Enterprise Deployment for Creative Cloud, Creative Suite

Report · Mar 20, 2015

Thank you for moving it to the correct forum.

I have been carrying out some testing and even when directing the traffic through a squid proxy with no authentication, the problem still remains.

Report · Mar 24, 2015

Hi David,

It looks an issue with adobe application manager. Can you please try renaming SLCache folder from location below?

C:\Program Files (x86)\Common Files\Adobe\SLCache

You can also install adobe application manager on a test machine and then install Acrobat using ExceptionDeployer.exe.

Hope this helps.

Thanks,
Ashish

Report · Mar 24, 2015

Hi Ashish,

Thank you for coming back.

Renaming the SLCache folder didn't resolve the issue but, based on your advice, I put the following script together which did the trick:

.\Exceptions\ExceptionDeployer --workflow=install --mode=pre --installLanguage=en_GB

.\Build\setup.exe

Acrobat now appears as an installed application and I can sign in via Creative Cloud.

The Apps tab still doesn't appear in Creative Cloud but I'm less concerned about that as we'll be managing the installations for users.

Thanks again,
David

Creative Cloud DLM - Files Does Not Exist

1 Correct answer