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fredlevilly
fredlevilly
Participant
April 17, 2017
Resuelto

Creative Cloud Packager crashes upon clicking "Build"

  • April 17, 2017
  • 3 respuestas
  • 1418 visualizaciones

System Report:

MacBook Pro (Retina, 15-inch, Mid 2015)

macOS Sierra 10.12.4

Symptoms:

Hi all,

I am facing a severe issue when trying to prepare CC app packages or license files using the Creative Cloud Packager, with a Teams for Education licensing scheme.

The CCP app will let me select all my deployment options, location, pool to use licenses from, but when clicking the "Build" button, CCP will simply crash.

The crash report will show that AAM itself is affected, and more specifically the "PDApp" process fails.

Side note: installation of Creative Cloud apps that are part of my subscription will work perfectly.

Troubleshooting (so far...):

1. Logging out of the Creative Cloud App, and quitting it. Deleting folders OOBE, AAMUpdater & CCP from the current user Library. Then launching CCP, but the issue persists.

2. Completely uninstalled Creative Cloud apps, and used the CC Cleaner App to delete any residual trace of the installation. Downloaded latest version of the app from Adobe's website and reproduced the problem again.

3. I had some time, so I even pushed troubleshooting as far as clearing my Flash storage, reinstalling macOS from scratch (same version 10.12.4), and then just downloaded the CC app., and the issue still happens, on a brand new, clean install of macOS!

At this stage, I am out of ideas...

The only common point to all these steps I have taken to try and fix is that the OS is 10.12.4.

Would there be an emerging issue on using CCP with this version of macOS?

I am working on getting a 10.11.6 VM ready so I can test it with a totally different version of OS X, and will post my results later, but any ideas will be more that welcome!

Thanks!

-Fred.

Este tema ha sido cerrado para respuestas.
Mejor respuesta de rpandita

Hi Guys,

I have confirmed and engineering is already working for a fix on this, i cannot mention the date when the fix will be released, however all i can say that it is under process and will be released as soon as possible.

As if now the only solution is to use the older Mac OS X version to create a package, and as a85253882  has mentioned it works with older OS.

I will keep you posted once we have any update on this.

~Rohit

3 respuestas

A
a85253882
Participant
April 19, 2017

I had the same problem as fredlevilly.  I tried to create a new license file on three (3) different Mac's running Mac OS X Sierra 10.12.4 and CCP crashes on all three immediately.  I have tried all the above suggestions with no luck.  It did not matter whether Adobe CC was installed or not as two Macs had CC installed and one Mac had never had CC installed.  I found another link on the Adobe forum from April 15, 2017 stating that this was a known issue and that it would be corrected with the next CCP upgrade: Error or crash while creating packages with Creative Cloud Desktop app installed.​ Since Apple just released the Sierra 10.12.4 upgrade in late March, I decided to try the CCP on another Mac I had access to running El Capitan to see if an older OS would have the same issues.  Well, this worked and the CCP created the License file without any issues and I was able to update my CC Device License package successfully.  Hope this help!

Boyce

    fredlevilly
    fredlevillyAutor
    Participant
    April 19, 2017

    Hey a85253882​

    Thanks for contributing to this post.

    I am actually happy to hear that I am not alone having this issue on Sierra.

    rpandita​

    For what it is worth, I confirm that what Boyce mentions at the end of his reply also works for me.

    I created a VM running El Capitan and could easily and seamlessly create a package and a license file from the last CCP version.

    I hope this helps with your research.

    Please let me know if there is anything else I can try on my end.

    Best,

    -Fred.

    rpandita
    rpanditaRespuesta
    Inspiring
    April 19, 2017

    Hi Guys,

    I have confirmed and engineering is already working for a fix on this, i cannot mention the date when the fix will be released, however all i can say that it is under process and will be released as soon as possible.

    As if now the only solution is to use the older Mac OS X version to create a package, and as a85253882  has mentioned it works with older OS.

    I will keep you posted once we have any update on this.

    ~Rohit

      rpandita
      rpandita
      Inspiring
      April 18, 2017

      Hi fredlevilly,

      There are couple of things that you can try.

      1. Try installing CCP packager from a new user account (Admin rights)

      2. Install font Osaka and then try and launch CCP and try to bulid the package.

      If it still crashes please run this adobe log collector tool and send it over to us. - Log Collector Tool

      Regards

      Rohit Pandita

      fredlevilly
      fredlevillyAutor
      Participant
      April 18, 2017

      Thanks rpandita​,

      I tried your suggestions and am sorry to report that the issue is still here.

      I installed and ran CCP from a Test Admin user account, reproduced the problem, and collected logs for you.

      I did the same on my usual user account where I first noticed it.

      I added the Osaka font to my Font Library (FYI, I manage my fonts in Suitcase Fusion). I remember being prompted to install it the first time I launched CCP, but could not figure out where it was. Suitcase Fusion would not see it...

      Anyway, now it is installed properly, activated in my font manager, but CCP will still crash.

      I can't find how to send you the log files in Jive. Would you mind showing me how to?

      Thanks again!

      rpandita
      rpandita
      Inspiring
      April 18, 2017

      I have sent you a PM, please check

      ~Rohit Pandita

      alisterblack
      alisterblack
      Inspiring
      April 18, 2017

      Hi,

      According to the system requirements, that version of the OS should be fine.

      Have you tried emptying the cache folder?

      Go to the drop down 'Welcome' menu, choose Preferences and click to purge the cache folder

      fredlevilly
      fredlevillyAutor
      Participant
      April 18, 2017

      Hey alisterblack​,

      And thanks for taking the time to answer.

      The Cache folder does not exist on my Mac. I do not get to the point where the package starts downloading during the Build process.

      Also, part of the steps I already took included deleting the ~/Library/Application Support/Adobe/CCP/ folder.

      Thanks again

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