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

[Romsinha-9KMEUt]

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]

Hi darett,

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

Regards,

Romit Sinha

[hamm_wwu]

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. 

[mhouston100]

Disable UAC?

I'm seeing the same issue in our enterprise, disabling UAC is not an option (and shouldn't be either!).

[citnarcs]

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]

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

[citnarcs]

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

[hamm_wwu]

In command prompt, you can type in msiexec /? for a list of switches, it will pop up in a separate window.

The logging options are:

• i - Status messages
• w - Nonfatal warnings
• e - All error messages
• a - Start up of actions
• r - Action-specific records
• u - User requests
• c - Initial UI parameters
• m - Out-of-memory or fatal exit information
• o - Out-of-disk-space messages
• p - Terminal properties
• v - Verbose output
• x - Extra debugging information
• + - Append to existing log file
• ! - Flush each line to the log
• * - Log all information, except for v and x options

Here is an example of what to enter in the command prompt: msiexec /i "C:\MyPackage\Example.msi" /L*V "C:\log\example.log"

[MTGCH]

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,

[mezla1058]

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%.

[mezla1058]

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.

[JohnFurmanek]

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.

[michaelttan]

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.

[MTGCH]

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]

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

[Greg_Matthews]

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

[MTGCH]

Greg,

Thanks for updating on this. Meanwhile, I had another contact with an Adobe "Strategic Account Specialist", and according to that person, the ETA is within the next month. As a result, my support ticket has been closed, which I don't like very much, as the problem is not solved yet. We'll see where this is going.

On your proposal to just start explorer.exe after the MSI's have been executed, I used setup.exe so far. The package we're trying to create is huge, as it will have to install:

- Core Components

- Acrobat XI Pro

- Bridge CC

- Dreamweaver CC

- Fireworks CS6

- Flash Professional CC and Mobile…

- Illustrator CC

- InDesign CC

- Media Encoder CC

- Photoshop CC

If I understood correctly, I have to install Acrobat first for some reason, so my script would look something like:

AcroPro.msi TRANSFORMS=AcroPro.mst

CCforTeams.msi (that's how I called it)

ExceptionDeployer.exe" --workflow=install --mode=post

Explorer.exe

Is that what you had in mind? Do you see a problem in packaging so many applications in one package?

Thanks,

MTGCH

[Greg_Matthews]

That's exactly what I had in mind - there shouldn't be any issue with the number of applications in the package, this only happens in one of them.

Thanks,

Greg

[atulm74782059]

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]

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.

[MTGCH]

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

[gazillione29751230]

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]

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!

[dimitaren32046710]

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!