Creative Cloud DLM - Files Does Not Exist
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:
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.
AdChoices