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Scott28339282h74y
Participant
February 9, 2023
Question

FRL Installation failures

  • February 9, 2023
  • 2 replies
  • 580 views

This morning, a number of my Enterprise Single App licenses expired.
I decided to migrate several of the affected Users to FRL for Premiere/Media Encoder.  Not one single installation has worked, whereas other Users in the Enterprise have done so successfully.

**Five different Macs, varying OS versions up to Catalina.
**Different hardware platforms.
**Every single one, until this morning, was running Premiere 2022.
**Removed all previous Adobe products.
**Removed Adobe content from hidden Library folders

**Multiple reboots, all system updates applied

Now I cannot successfully install any version, including 14.8 and 15.1 and 15.2 - installation packages which others HAVE successfully installed.
Installation attempts return with an unremarkable "The installation failed - The installed encountered an error that caused the installation to fail.  Contact the software manufacturer for assistance"

Would appreciate any feedback....

This topic has been closed for replies.

2 replies

Ashish_Harrison
Adobe Employee
Ashish_Harrison
Adobe Employee
February 10, 2023

Hi @Scott28339282h74y kindly raise a support ticket from your admin console and do share the logs collected from the Log Collector tool so that we can investigate and can assist you further.

Without the logs, we cannot debug the issue.
https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html

Thank you!

Regards,Ashish Harrison
kglad
Community Expert
kgladCommunity Expert
Community Expert
February 10, 2023

open the support tab on your admin console > start chat or start case or request expert session.

 

https://helpx.adobe.com/enterprise/using/support-and-expert-services.html

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