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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

    gianfrancop44245554
    gianfrancop44245554
    Participating Frequently
    May 8, 2019

    OS: Windows 10

    Adobe Creative Cloud 4.8.1.435

    With Process Monitor I captured the command that close explorer.exe. It happens when the setup.exe tries to install CoreSyncCustomHook with the command:

    "C:\Program Files (x86)\Common Files\Adobe\CoreSyncExtension\customhook\CoreSyncCustomHook.exe" "--install=C:\Program Files (x86)\Common Files\Adobe" --component=CoreSyncExtension --mode=install

    If you try to execute that command you will see the exact behavior that happens during the installation!

    Unfortunately I think it's "hard coded" inside the setup process so you can't modify it....

    Please check your:

    "C:\Program Files (x86)\Common Files\Adobe\Installers\CoreSyncInstall.log"

    [09.05.2019 09:40:04]: Info: customhook: Invoked with args: '--install=C:\Program Files (x86)\Common Files\Adobe --component=CoreSyncExtension --mode=install' (coresynccustomhook.cpp.main.710)

    [09.05.2019 09:40:04]: Info: customhook: Component given: CoreSyncExtension (coresynccustomhook.cpp.main.724)

    [09.05.2019 09:40:04]: Info: customhook: Value of Privilege0 (privilegeelevation.cpp.SetPrivilege.86)

    [09.05.2019 09:40:04]: Info: customhook: Privilege does not exist elevating (privilegeelevation.cpp.SetPrivilege.92)

    [09.05.2019 09:40:04]: Info: customhook: Successfully elevated process privilege (privilegeelevation.cpp.elevateProcessPrivilege.159)

    [09.05.2019 09:40:04]: Info: customhook: Path exists! (coresynccustomhook.cpp.main.744)

    [09.05.2019 09:40:04]: Info: customhook: Installing extension (coresynccustomhook.cpp.install.491)

    [09.05.2019 09:40:04]: Info: registry.entries: Non essential registry entry setting: succeeded! (registryentries.cpp.RegistryEntries::SetCurrentUserEntries.335)

    [09.05.2019 09:40:04]: Info: customhook: Running as admin (coresynccustomhook.cpp.install.502)

    [09.05.2019 09:40:04]: Info: customhook: Attempting explorer restart as current user (coresynccustomhook.cpp.install.503)

    [09.05.2019 09:40:04]: Info: explorer.killer: Process Name: Esplora risorse (explorerkiller.cpp.rmGetList.335)

    [09.05.2019 09:40:04]: Info: explorer.killer: Process ID: 3148 (explorerkiller.cpp.rmGetList.336)

    [09.05.2019 09:40:04]: Info: explorer.killer: Process Restartable?: 1 (explorerkiller.cpp.rmGetList.337)

    [09.05.2019 09:40:04]: Info: explorer.killer: Process Status Unknown?: 1 (explorerkiller.cpp.rmGetList.341)

    [09.05.2019 09:40:04]: Info: explorer.killer: Process Running?: 1 (explorerkiller.cpp.rmGetList.342)

    [09.05.2019 09:40:04]: Info: explorer.killer: Process Stopped?: 0 (explorerkiller.cpp.rmGetList.343)

    [09.05.2019 09:40:04]: Info: explorer.killer: Process Stopped Other?: 0 (explorerkiller.cpp.rmGetList.344)

    [09.05.2019 09:40:04]: Info: explorer.killer: Process Restarted?: 0 (explorerkiller.cpp.rmGetList.345)

    [09.05.2019 09:40:04]: Info: explorer.killer: Process Error On Stop?: 0 (explorerkiller.cpp.rmGetList.346)

    [09.05.2019 09:40:04]: Info: explorer.killer: Process Error On Restart?: 0 (explorerkiller.cpp.rmGetList.347)

    [09.05.2019 09:40:04]: Info: explorer.killer: Process Shutdown Masked?: 0 (explorerkiller.cpp.rmGetList.348)

    [09.05.2019 09:40:04]: Info: explorer.killer: Process Restart Masked?: 0 (explorerkiller.cpp.rmGetList.349)

    [09.05.2019 09:40:16]: Info: explorer.killer: INFO: Restarted explorer processes in RestartManager session. (explorerkiller.cpp.rmRestartResources.385)

    [09.05.2019 09:40:16]: Info: explorer.killer: Initial Explorer restart SUCCESSFUL. Cleanup is SUCCESSFUL (explorerkiller.cpp.restartExplorer.210)

    ...

    J
    joseb69973671
    New Participant
    March 7, 2018

    The bug of explorer crashing is still happening to us on running the exe or msi after creating the with the latest packager 1.14.0.97 and deploying to any machine. Windows 7 64bit

    R
    ResLi
    Inspiring
    May 8, 2018

    On Windows 10 Build 1709 and Windows 7 64-Bit I use the following MSI-Properties on a command-line:

    MSIRESTARTMANAGERCONTROL=Disable MSIRMSHUTDOWN=2 /QN

    and Adobe Photoshop Lightroom 7.3.1 created with Creative Cloud Packager 1.14.0 Build 97 is installing fine and doesn't crash Windows Explorer.

    I hope this helps.

      S
      squrl33
      New Participant
      August 17, 2018

      Thank you!

      T
      tb111222
      New Participant
      March 1, 2018

      In my case this turned out to be an MSI error:

      MSI (c) (C4:34) [16:52:15:390]: RESTART MANAGER: Failed while restarting applications. Error: 352

      Adding this to the msiexec command fixed the issues:

      MSIRESTARTMANAGERCONTROL=Disable

      Note: you may still need to restart the explorer process if the Creative Cloud App requires it (not certain this is required)...At least you can control this and have some idea of potential return codes.

      J
      jrhawkku
      New Participant
      August 8, 2017

      So this has been going on for almost 4 years????  I'm using 1.13.0.59 packager and explorer is still being killed during created package install.  You would think a fix would have been found for it by now.  Everything I've read on this thread and others are just workarounds.  Get it together adobe.

      rpandita
      Community Manager
      rpanditaCommunity Manager
      Community Manager
      August 8, 2017

      Hi Everyone,

      We highly regret the inconvenience caused to you.

      Seems like you are using an old version of creative cloud packager, please download the latest version from this link and install it.

      https://www.adobe.com/go/ccp_installer_osx

      https://downloads.acp.adobeoobe.com/ccp-1.13.0/CreativeCloudPackager.zip

      Then create a new package and deploy it.

      ~Rohit

      J
      jrhawkku
      New Participant
      August 22, 2017

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

        K
        knuta2
        New Participant
        April 10, 2017

        Tried to make a package with Creative Cloud Packager, and once the install is starting explorer.exe is closed down.

        This was package "Adobe CC 2017 Named.." and "Adobe CC 2017 Device".

        Support from Adobe said: "Normal behaviour from explorer.exe. Contact Microsoft". What kind of answer is that?

        Knut

        D
        dimitaren32046710
        Participating Frequently
        April 19, 2017

        it's a sh1t answer!

        Use other alternative software products.

        G
        gchandler_disd
        New Participant
        September 13, 2016

        Is there any update on this issue? I am experiencing it as well.

        K
        kt2656
        Known Participant
        October 7, 2015

        I can't believe after 2 years this bug still has not been fixed. The CC download and install on my 64-bit Win7 PC crashes explorer every time. Now CC crashes every time I boot up and have to uninstall and reinstall everything again. What a piece of junk.

          D
          dimitaren32046710
          Participating Frequently
          March 5, 2015

          Any update on this? We even opened a support ticket with Adobe and they said that crashing explorer was normal and closed the case!!!!! We obviously got a little bit annoyed and reopened the ticket with the comment, ARE YOU SERIOUS!!!!

          Still no update. We have hundreds of machines that need the software and currently doing manual installations! Absolutely ridiculous!

            G
            Community Manager
            Greg_MatthewsCommunity Manager
            Community Manager
            March 5, 2015

            Hi Dimitare,


            Could you confirm the version of packager you are using and also when you created the package? There was a very recent update to one of the subpackages which should resolve the explorer crashing issue.


            It may be worth creating a new package to get this update.


            Thanks,


            Greg

            D
            dimitaren32046710
            Participating Frequently
            March 5, 2015

            Hi Greg,

            Unless version 1.8 had a new release as per the above comment from gazillione29751230 the same issue happens.

            Regards,

            Dimitare

            MTGCH
            MTGCH
            Participating Frequently
            January 30, 2015

            Noticed today that there is a new version of the packager (1.8), however, the change notes do not mention the problem we're having. Nevertheless, I will start some tests beginning of next week.

            See Creative Cloud Packager Readme

            G
            gazillione29751230
            New Participant
            February 5, 2015

            I can confirm that the explorer.exe crash is still occurring the current (as ove 2/4/2015) CC Packager. Installs of packaged software is also excruciatingly slow...

            MTGCH
            MTGCH
            Participating Frequently
            February 16, 2015

            I can confirm the new version does not run anymore AT ALL on my W2k12 R2 Server, even after a fresh install. Same thing happens on my Windows 7 SP1 64-bit.

            The message I get is: "Oops, something has gone wrong, please try again". That's it, no matter how often I retry, I always get this same message.

            Adobe confirmed the problem with crashing explorer.exe is not yet solved, there should be another new version coming out this or next week to fix that. I hope it will also fix the new problem I just discovered.

            It's a delight to work with this product. Love it!

            A
            atulm74782059
            New Participant
            January 24, 2015

            Even I am getting the same issue , after creating the package from cloud packager the installing is not working correctly and at the time of installation it just close the desktop and kill the explorer.exe.

            Is there any solution from adobe?

            Thanks

            Atul

            MTGCH
            MTGCH
            Participating Frequently
            January 28, 2015

            atulm74782059 schrieb:

            Even I am getting the same issue , after creating the package from cloud packager the installing is not working correctly and at the time of installation it just close the desktop and kill the explorer.exe.

            Is there any solution from adobe?

            Thanks

            Atul

            No, not yet. As described earlier, Adobe is working on a newer version of the CC packager.

            Show more replies
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