• Global community
    • Language:
      • Deutsch
      • English
      • Español
      • Français
      • Português
  • 日本語コミュニティ
    Dedicated community for Japanese speakers
  • 한국 커뮤니티
    Dedicated community for Korean speakers
Exit
2

Error Codes 106, 107 and 126 on M1 Macbook Pro (CCE managed membership)

Explorer ,
Jul 24, 2023 Jul 24, 2023

Copy link to clipboard

Copied

Last week my CC Desktop app crashed (not during anything in particular; from sleep to wake), and when I tried to relaunch, it took a very long time to initialize. My most commonly used apps (Ps, Ai, Id, Pr) required an update, but when I tried to update any of them, I received one of the error codes above.

 

After multiple restarts and attempts to repair, I've uninstalled all of my current apps, including the CC Desktop app. After a long reinstall, it still takes around 2-3 minutes to initialize the CC Desktop app, and I am not able to install any CC software following that. Still getting the same error codes but mostly 107.

 

I don't have any of these problems on my Windows 11 machine. It seems like an Apple-specific problem, but I have no idea how to solve it.

 

Adobe Virtual Assistance is useless, and I cannot request Agent Assistance because, somehow, the system does not recognize my license (every time I access the account page, it either displays "Personal Account" or the name of my institution randomly).

Views

1.6K

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Jul 24, 2023 Jul 24, 2023

Copy link to clipboard

Copied

uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Explorer ,
Jul 24, 2023 Jul 24, 2023

Copy link to clipboard

Copied

Thank you for your reply. I am on macOS 13.4.1 (c), and the device is a 13-inch M1 MacBook Pro, 16Gb/512Gb.

 

I have done all that you've suggested so far except for updating the OS, which is the current public version. That was before my first post. I have also tried the "alternative download" for the CC Desktop app, but still unable to install any other software (are there alternative downloads for PS, etc.?). I can't even update the CC Desktop app (please see the attached image).

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Explorer ,
Jul 24, 2023 Jul 24, 2023

Copy link to clipboard

Copied

This is the error log I get for 107:

 

Exit Code: 107
-------------------------------------- Summary --------------------------------------
 - 2 fatal error(s), 0 error(s), 0 warnings(s) 

FATAL: Error in parsing Application JSON with error: * Line 1, Column 1
  Syntax error: value, object or array expected.
, Json string length:0, with URL, download asset size=
FATAL: Error occurred in install product workflow with error code 107 error message Error in parsing Application JSON with error: * Line 1, Column 1
  Syntax error: value, object or array expected.
, Json string length:0, with URL, download asset size=
-------------------------------------------------------------------------------------

 

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Jul 24, 2023 Jul 24, 2023

Copy link to clipboard

Copied

are you installing the correct cc desktop app,

 

kglad_0-1690227416773.png

 

if so, use a different browser to download.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Explorer ,
Jul 24, 2023 Jul 24, 2023

Copy link to clipboard

Copied

I have described the device I am using above, which is a computer with Apple Silicon (M1) and cannot run the installer (you are highlighting) that was released for macOS 10.12, 10.13, and 10.14, where the device I'm using cannot even use as OS? I used the one that is next to it, labeled "Mac computers with Apple Silicon". Is there something I am missing here?

 

I can install and run Adobe CC Desktop App. The client itself is working and can update itself after multiple restarts. I cannot install any software within the CC suite other than Adobe Acrobat Pro, which took several retries by itself.

 

Any installation of other software, such as Photoshop or Illustrator just creates fatal errors after %1-6 of progress. The network is functioning correctly, the computer is running as it should, other than the Adobe CC.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Jul 24, 2023 Jul 24, 2023

Copy link to clipboard

Copied

contact adobe support via chat.  there are 2 ways to contact adobe; chat and twitter:

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Explorer ,
Jul 24, 2023 Jul 24, 2023

Copy link to clipboard

Copied

@kglad, while I appreciate your persistence, your responses are not helpful. I understand this might have to do with the number of replies you need to generate, but I am really frustrated about the problem since I have been trying to solve this for the last 14 hours.

 

From what I have seen of the previous users that have encountered the same errors that I did, I can see you have responded with exactly the same content to them, to no avail. I have already searched the community and tried every suggestion provided by you or other members. Every suggestion you have given so far was extraneous, including the very last one.

 

So, thank you, and I hope someone that encounters a similar error may benefit from them anyways.

These are not solutions to the problem that I have explained.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Jul 24, 2023 Jul 24, 2023

Copy link to clipboard

Copied

LATEST

ok

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines