Creative Cloud package is crashing Windows Explorer during install process

[darett]

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

[Greg_Matthews]

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

[dimitaren32046710]

Hi Greg,

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

Regards,

Dimitare

[Greg_Matthews]

Hi Dimitare,

There has been an update to the packages which are pulled down - namely the Creative Cloud Desktop application which contains the fix. This was released mid-February so this issue would still have existed when that post was made.

What version of "Adobe Creative Cloud" is listed in the Programs and Features section in Control Panel after your installation?

Thanks,

Greg

[dimitaren32046710]

Hi Greg,

I do not see the product listed under programs in Control Panel but the version of the .exe is below.

.

I will give this another try and report back if there is still an issue.

Regards,

Dimitare

[dimitaren32046710]

Hi Greg,

So far so good. However we still notice some installations crashing and on a second attempt all goes well. But we will go ahead and hope to have a more stable release later.

Now the problem is how to remove creative cloud because it has no use in a managed environment with cloud sync and users not having local admin rights to install their own software. But I will open a different thread about this.

Regards,

Dimitare

[kt2656]

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.

[gchandler_disd]

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

[knuta2]

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

[dimitaren32046710]

it's a sh1t answer!

Use other alternative software products.

[jrhawkku]

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]

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

[jrhawkku]

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

[rpandita · Accepted solution]

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

[fk85121915]

he bug still exists even with the newest Creative Cloud Packager 1.13.0 Build 59!

When deploying a CC Package from Creative Cloud Packager via SCCM in system context it kills the explorer.exe and it doesnt come back again!

When installing in user context with admin priviliges the explorer comes back when the installation finished.

Win10 x64 1703

Dear Adobe Team: Is there any new development?

[rpandita]

Hi fk85121915 ,

Can you check and see what adobe processes are already running while you deploy CCDA through SCCM ?

~Rohit

[fk85121915]

Hi Rohit,

the only adobe process running is: "Adobe Acrobat Update Service"

During installation the "Adobe Genuine Software Integrity Service" starts

at the end the "Adobe Update Service" starts.

The image shows the running processes after completion finished. Explorer not started.

The only other Adobe product installed is the Adobe Acrobat Reader DC 2018.009.20044

Thanks for help!

[rpandita]

Hi fk85121915 ,

Please end all Adobe Applications running at the background and then deploy CCDA and share results with us.

~Rohit

[fk85121915]

Unfortunately same result. Explorer not coming up again.

Ended all Adobe Processes running in the background and deployed CCDA.

After installation finished "Adobe Genuine Software Integrity Service" and "Adobe Update Service" are running. But the explorer is not coming back.

Maybe you can see something in the install.log ?

--------------------------------------

12/13/17 09:14:31:741 | [INFO] |  | HDSetup | HDSetup | AppContext |  | HDSetup | 7000 | ************************* START Adobe Setup *************************

12/13/17 09:14:31:741 | [INFO] |  | HDSetup | HDSetup | AppContext |  | HDSetup | 7000 | Adobe Setup Version: 4.3.0.256

12/13/17 09:14:31:741 | [INFO] |  | HDSetup | OOBEUtils | CommandLineParser |  | OOBEUtils | 7000 | Parsing the command line provided. Number of command line arguments is 3

12/13/17 09:14:31:746 | [INFO] |  | HDSetup | HDPIM | HDPIMSessionManager |  | HDPIM | 7000 | Inside hdpimCreateSession

12/13/17 09:14:31:746 | [INFO] |  | HDSetup | HDPIM | HDPIMSessionManager |  | HDPIM | 7000 | Entering into 'createHDPIMSession'

12/13/17 09:14:31:747 | [INFO] |  | HDSetup | HDPIM | HDPIMSessionManager |  | HDPIM | 7000 | new session '{FB58D02E-7DF5-41BD-9119-B6D839377505}' created

12/13/17 09:14:31:747 | [INFO] |  | HDSetup | HDPIM | HDPIMSessionManager |  | HDPIM | 7000 | Exiting hdpimCreateSession, new session ID is '{FB58D02E-7DF5-41BD-9119-B6D839377505}'

12/13/17 09:14:31:750 | [INFO] |  | HDSetup | HDPIM | HDPIMSessionManager |  | HDPIM | 7000 | Inside hdpimInstallProduct with request <DriverInfo><ProductInfo><SapCode>COSY</SapCode><CodexVersion>2.4.3</CodexVersion><Platform>win32</Platform><EsdDirectory>C:\Windows\ccmcache\i\setup\HD\COSY2.4.3</EsdDirectory><Dependencies></Dependencies></ProductInfo><RequestInfo><InstallLanguage>en_US</InstallLanguage><skipConflictingProcessChecks>false</skipConflictingProcessChecks><SkipThirdParty>true</SkipThirdParty><PreserveThirdParty>C:\Program Files (x86)\Common Files\Adobe</PreserveThirdParty></RequestInfo></DriverInfo>

12/13/17 09:14:31:769 | [INFO] |  | HDSetup | HDPIM | HDPIMSessionManager |  | HDPIM | 7000 | Exiting hdpimInstallProduct with status '0'

12/13/17 09:14:31:771 | [INFO] |  | HDSetup | HDPIM | WorkFlowManager |  | HDPIM | 9620 | Enabling Enteprise mode as running under system process

12/13/17 09:14:31:779 | [INFO] |  | HDSetup | HDPIM | ApplicationManager |  | HDPIM | 9620 | Populating install data from Application JSON

12/13/17 09:14:31:790 | [INFO] |  | HDSetup | HDPIM | ApplicationManager |  | HDPIM | 9620 | Sanitizing data for product-'CoreSync'

12/13/17 09:14:31:791 | [INFO] |  | HDSetup | HDPIM | ApplicationManager |  | HDPIM | 9620 | HD Packager Version-'0.0.154'

12/13/17 09:14:31:878 | [INFO] |  | HDSetup | HDPIM | ApplicationManager |  | HDPIM | 9620 | mul is specified in supported language list, hence installing for all languages

12/13/17 09:14:31:879 | [INFO] |  | HDSetup | HDPIM | ApplicationManager |  | HDPIM | 9620 | Sorting packages to install

12/13/17 09:14:31:881 | [INFO] |  | HDSetup | HDPIM | ApplicationManager |  | HDPIM | 9620 | Package (Name: CoreSync-mul Version: 2.4.3.114) selected for install

12/13/17 09:14:31:882 | [INFO] |  | HDSetup | HDPIM | TaskManager |  | HDPIM | 5552 | Starting 'DOWNLOAD' task for Package (Name: CoreSync-mul Version: 2.4.3.114)

12/13/17 09:14:31:882 | [INFO] |  | HDSetup | HDPIM | TaskManager |  | HDPIM | 5552 | Completed 'DOWNLOAD' task for Package (Name: CoreSync-mul Version: 2.4.3.114), Time taken '0' sec

12/13/17 09:14:31:883 | [INFO] |  | HDSetup | HDPIM | TaskManager |  | HDPIM | 6036 | Starting 'EXTRACT' task for Package (Name: CoreSync-mul Version: 2.4.3.114)

12/13/17 09:14:31:889 | [INFO] |  | HDSetup | HDPIM | ExtractManager |  | HDPIM | 6036 | Package (Name: CoreSync-mul Version: 2.4.3.114) Extract info - ExtractSize: 63007122, ExtractPath:'C:\adobeTemp\ETR70EC.tmp'

12/13/17 09:14:31:891 | [INFO] |  | HDSetup | HDPIM | HDZIPHelper |  | HDPIM | 6036 | starting decompression of file C:\Windows\ccmcache\i\setup\HD\COSY2.4.3\CoreSync-mul.zip to folder C:\adobeTemp\ETR70EC.tmp with type Zip-Deflated

12/13/17 09:14:32:951 | [INFO] |  | HDSetup | HDPIM | HDZIPHelper |  | HDPIM | 6036 | completed decompression of file C:\Windows\ccmcache\i\setup\HD\COSY2.4.3\CoreSync-mul.zip at folder C:\adobeTemp\ETR70EC.tmp with type Zip-Deflated with status code 0

12/13/17 09:14:32:952 | [INFO] |  | HDSetup | HDPIM | TaskManager |  | HDPIM | 8376 | Starting 'INSTALL' task for Package (Name: CoreSync-mul Version: 2.4.3.114)

12/13/17 09:14:32:952 | [INFO] |  | HDSetup | HDPIM | TaskManager |  | HDPIM | 6036 | Completed 'EXTRACT' task for Package (Name: CoreSync-mul Version: 2.4.3.114), Time taken '1' sec

12/13/17 09:14:33:337 | [INFO] |  | HDSetup | OOBEUtils | FileUtils |  | OOBEUtils | 8376 | Successfully deleted directory from path: C:\adobeTemp\ETR70EC.tmp. Recursive: 1

12/13/17 09:14:33:337 | [INFO] |  | HDSetup | HDPIM | TaskManager |  | HDPIM | 8376 | Completed 'INSTALL' task for Package (Name: CoreSync-mul Version: 2.4.3.114), Time taken '1' sec

12/13/17 09:14:33:894 | [WARN] |  | HDSetup | OOBEUtils | XMLParser |  | OOBEUtils | 9620 | Failed to load xml C:\Program Files (x86)\Adobe\Adobe Sync\application.xml. system error:2

12/13/17 09:14:33:894 | [ERROR] |  | HDSetup | HDPIM | AMTConfig |  | HDPIM | 9620 | Cannot load AMT config file 'C:\Program Files (x86)\Adobe\Adobe Sync\application.xml'

12/13/17 09:14:33:894 | [ERROR] |  | HDSetup | OOBEUtils | FileUtils |  | OOBEUtils | 9620 | Source file does not exist in CopyFileFromSourceToDestination

12/13/17 09:14:33:894 | [ERROR] |  | HDSetup | HDPIM | AMTConfig |  | HDPIM | 9620 | Unable to copy AMT config file 'C:\Program Files (x86)\Adobe\Adobe Sync\application.xml' to pcf folder 'C:\Program Files (x86)\Common Files\Adobe\PCF\{COSY-2.4.3-32-ADBEADBEADBEADBEADBEAD}.V7{}CoreSync-2.4.1-Win-GM.xml'

12/13/17 09:14:34:327 | [INFO] |  | HDSetup | HDSetup | AppContext |  | HDSetup | 9516 | Exit Code: 0

-------------------------------------- Summary --------------------------------------

- 0 fatal error(s), 3 error(s), 1 warnings(s)

ERROR: Cannot load AMT config file 'C:\Program Files (x86)\Adobe\Adobe Sync\application.xml'

ERROR: Source file does not exist in CopyFileFromSourceToDestination

ERROR: Unable to copy AMT config file 'C:\Program Files (x86)\Adobe\Adobe Sync\application.xml' to pcf folder 'C:\Program Files (x86)\Common Files\Adobe\PCF\{COSY-2.4.3-32-ADBEADBEADBEADBEADBEAD}.V7{}CoreSync-2.4.1-Win-GM.xml'

WARN: Failed to load xml C:\Program Files (x86)\Adobe\Adobe Sync\application.xml. system error:2

-------------------------------------------------------------------------------------

12/13/17 09:14:34:328 | [INFO] |  | HDSetup | HDSetup | AppContext |  | HDSetup | 7000 | Exit Code: 0

-------------------------------------- Summary --------------------------------------

- 0 fatal error(s), 3 error(s), 1 warnings(s)

ERROR: Cannot load AMT config file 'C:\Program Files (x86)\Adobe\Adobe Sync\application.xml'

ERROR: Source file does not exist in CopyFileFromSourceToDestination

ERROR: Unable to copy AMT config file 'C:\Program Files (x86)\Adobe\Adobe Sync\application.xml' to pcf folder 'C:\Program Files (x86)\Common Files\Adobe\PCF\{COSY-2.4.3-32-ADBEADBEADBEADBEADBEAD}.V7{}CoreSync-2.4.1-Win-GM.xml'

WARN: Failed to load xml C:\Program Files (x86)\Adobe\Adobe Sync\application.xml. system error:2

-------------------------------------------------------------------------------------

12/13/17 09:14:34:328 | [INFO] |  | HDSetup | HDPIM | HDPIMSessionManager |  | HDPIM | 7000 | Inside hdpimTerminateSession

12/13/17 09:14:34:330 | [INFO] |  | HDSetup | HDPIM | HDPIMSessionManager |  | HDPIM | 7000 | Exiting hdpimTerminateSession, successfully closed session '0'

12/13/17 09:14:34:332 | [INFO] |  | HDSetup | HDSetup | AppContext |  | HDSetup | 7000 | *************************  END Adobe Setup  *************************

[fk85121915]

Dear Adobe Support Team,

its very good that the initial issue is now marked as answered with a standard phrase but the main issue, bug or whatever is still existing. I will open a new ticket that it not get marked as closed again. Its unbelievable that since years this bug is existing and as I can read i'm not the only one facing that problem.

[cmendesvdl]

this is just unbelievable... how can this still not be fixed!?

[tb111222]

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.

[joseb69973671]

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

[ResLi]

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.

[squrl33]

Thank you!

[schnockus]

5 years later and still the same bug...

Have you ever tried the MSIRESTARTMANAGERCONTROL=Disable in the system context? I just downloaded the latest CC Desktop sources today (version 4.7.) and was facing the exact same issue again - explorer.exe crashes without getting restarted.