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darett
New Participant
December 5, 2013
Answered

Creative Cloud package is crashing Windows Explorer during install process

  • December 5, 2013
  • 16 replies
  • 21429 views

Hi

We have recently purchased Creative Cloud licencing to install onto 8 PCs. (Win 7 and Win 8, all 64bit in an corporate environment)

I have successfully created an installation package of all the applications as required from the Creative Cloud Packager.

When I run the installation .exe or .msi (with admin account privileges) on a machine it starts the install process and then after a few minutes Windows Explorer stops.  Desktop disappears and all that's left is the progress bar with never finishes.

I have tested on multiple machines and get the same results.  Its frustrating.

Can someone explain the cause of this problem and how to resolve it?  I am not prepared to have to download CC from the internet for each machine - that seems a bit unreasonable.

thanks

    Correct answer rpandita

    ​Wow, more nothing from Adobe.  That download link is for the exact same version I am currently using.   Swing and a miss.


    Hi again ,

    Please check this link and follow the instructions - Issue Updating Creative Cloud Packager on Windows

    We have just pushed CCP 1.13

    ~Rohit

    16 replies

    Show previous replies
    MTGCH
    MTGCH
    Participating Frequently
    January 7, 2015


    So another month passed, with no reaction from Adobe.

    Meanwhile, I have asked the Dell Package Factory to repackage the application we need for us. I thought they will have some more suitable tools at their disposal and maybe are able to solve the problem. Unfortunately, they ran into the same issue as we all did, and they could not fix it as well. Here's what they say:

    **paste**

    As reported issue in the below mail , killed explorer.exe. Same behavior we also observed.

    On the forum same issue has mentioned but no concrete reply from Adobe/any useful solution. We tried various options such as passing win7 properties to Adobe MSI , installing the creative cloud prior to installing the application etc but same issue persist.

    https://forums.adobe.com/thread/1614214

    https://forums.adobe.com/thread/1609207

    We have delivered few Adobe packages by using creative cloud in other projects but only single product (only photoshop) not suite by using Cloud Creative tool.  We have tried to create single product for this as well but getting same issue.

    Looks like its bug from Adobe & also I had live chat with Adobe support but no proper answer or feedback. Only the answer what I get is “its normal to close explorer.exe while installation”.

    **/paste**

    We are really stuck here, as we wanted to switch from our old CS suites to the new CC reign, however, with installation tools like that, it's simply not possible. I have users waiting for more than 2 months for their software (for which they pay already), and we're unable to deliver.

    Adobe, please help!

    Regards,

    MTGCH

      MTGCH
      MTGCH
      Participating Frequently
      January 12, 2015

      So someone from Adobe came back on me on this. Apparently, there's a known bug for this now (3835678), and a bug fix is in the making. I should soon get an estimate by when it can be expected.

      Rgds,

      MTGCH

      G
      Community Manager
      Greg_MatthewsCommunity Manager
      Community Manager
      January 12, 2015

      This is correct MTGCH, it's a bug we're aware of and are working on/testing a fix. Unfortunately there's not an ETA on the release of that at the moment as we're still testing, it should be in the next couple of months (due to release schedules).

      However if you're using a script to install the MSI, which I imagine most deployments will be, you can add a "explorer.exe" line after the MSI install which will restore the explorer session if it doesn't exist (if it does it will just spawn a new explorer Window, so no harm there). A machine restart will also resolve the issue but is likely less appealing.

      Thanks,

      Greg

      JohnFurmanek
      JohnFurmanek
      New Participant
      December 1, 2014

      I'm having the same issue in my enterprise environment. Disabling UAC isn't an option for us either. If I restart explorer I'm good. for the interim I plan to force a reboot on the msi installations but this needs to get fixed. Thanks in advance for everyone's help.

      M
      michaelttan
      New Participant
      December 4, 2014

      Second that.  And using workarounds to restart explorer.exe isn't acceptable from a user experience perspective.  All applications are installed in such a way that if explorer.exe needs to shutdown but if it can't then we can inform the user that they need to do a reboot to complete the installation.

      The way it is now with the current Creative Packager, I can't package/deploy Adobe Photoshop CC.  I did however notice that a much earlier build of Creative Cloud Packager, it didn't terminate explorer.exe but unfortunately I can't use that build and have to rebuild it using the current packager.

      Does Adobe have any plans on addressing this? Or at least give us an option via the MSI installer that it doesn't kill the explorer process during install and uninstall.

        M
        mezla1058
        New Participant
        November 25, 2014

        Same thing happening here. Premiere CC built using Creative Cloud Packager. Get's stuck at about 15% and then just crashes explorer. UAC is off. Set up ran as Administrator.

        Installing now and currently stuck again. This is from current log:

        MSI (s) (1C:A4) [16:22:09:120]: Executing op: CustomActionSchedule(Action=CADeploy,ActionType=1025,Source=BinaryData,Target=runDeploymentManagerCA,CustomActionData=mode=install;sourceDir=B:\Application\Adobe Premiere CC\Build\;installDir=;origDB=B:\Application\Adobe Premiere CC\Build\Adobe Premiere CC.msi)

        Log hasn't updated for 5 minutes. Installer progress bar is stuck on 15%.

        M
        mezla1058
        New Participant
        November 25, 2014

        Just finished installing with an Explorer crash. The only error message is this:

        Property(C): ErrorDialog = SetupError

        MSI (c) (AC:94) [16:35:00:080]: Windows Installer installed the product. Product Name: Adobe Premiere CC. Product Version: 1.2.0000. Product Language: 1033. Manufacturer: Adobe Systems Incorporated. Installation success or error status: 0.

        MTGCH
        MTGCH
        Participating Frequently
        November 19, 2014

        All,

        I am having the same issue in a corporate environment with Windows PC's as well (Win7 Enterprise SP1 64bit).

        It stays a long time on "gathering required information". After about 15 minutes, it suddenly crashes Explorer.exe, but the Installation window is still open. After another 10 minutes, it suddenly disappears. When I then start explorer.exe from task manager, all is installed well. However, this behaviour is not acceptable in a corporate environment, and also I doubt it will install properly using our deployment method (LANDesk 9.5).

        Anyone has other ideas than disabling UAC? That's not an option in a company!

        Thanks,

          C
          citnarcs
          New Participant
          September 30, 2014

          I also have this issue been dealing with the Adobe Enterprise support team but they've been of not assistance.

          IN this case I already have UAC turned off on my machine but still have explorer.exe crashing.

          In my event log during the installation process i get:-

          Event ID 10006 Application or service 'Windows Explorer' could not be shut down.

          I should add the applications eventually appear to install properly after i start explorer.exe with Task Manager again.

          hamm_wwu
          hamm_wwu
          New Participant
          September 30, 2014

          Have you tried running the msi with verbose logging to see if there is any additional information?

          C
          citnarcs
          New Participant
          October 1, 2014

          That I have not tried didn't even know the option existed Where can I find a list of available switches?

          Romsinha-9KMEUt
          Adobe Employee
          Romsinha-9KMEUt
          Adobe Employee
          December 9, 2013

          Hi darett,

          Please disable UAC and try running the installation again in elevated mode.

          UAC: http://windows.microsoft.com/en-in/windows7/turn-user-account-control-on-or-off.

          Regards,

          Romit Sinha

          Romsinha-9KMEUt
          Adobe Employee
          Romsinha-9KMEUt
          Adobe Employee
          December 11, 2013

          Hi darett,

          Did you get a chance to try the above mentioned steps.

          Regards,

          Romit Sinha

          hamm_wwu
          hamm_wwu
          New Participant
          September 29, 2014

          I also encountered this issue.  Disabling UAC solved the problem for me.  If anyone else has this issue, don't forget to restart your machine after disabling UAC.  Also make sure you have machine admin. 

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