Impossible to download Adobe Software with CCP

Report · Aug 08, 2013

Hi

There is no support in French?

We have a problem to download software with CCP

When the download start we have lot of time "error" and we must click on RESTART to continue.

Perhaps the download don't finish and you have this :

8/8/2013 11:15:45[INFO] AdobePackageBuilder - Build Version - 1.2.0.4

8/8/2013 11:15:45[INFO] AdobePackageBuilder - Logging Level verbosity Set to 4

8/8/2013 11:15:49 [WARN] AdobePackageBuilder - Error in creating file for 7z test output. Error code : 3

8/8/2013 11:15:49 [WARN] AdobePackageBuilder - Preprocessing of 7z file failed!

8/8/2013 11:15:53 [WARN] AdobePackageBuilder - Process returned error:2

8/8/2013 11:15:53 [ERROR] AdobePackageBuilder - Unable to extract/Mount AAM ASU (C:\Users\kevin\AppData\Local\Adobe\CCP\\AdobeCCPCache\KCCC\AdobeSetupUtility\ACCCx189.zip)

And perhaps the download finish, the log is this :

8/8/2013 10:49:52[INFO] AdobePackageBuilder - Build Version - 1.2.0.4

8/8/2013 10:49:52[INFO] AdobePackageBuilder - Logging Level verbosity Set to 4

8/8/2013 10:49:54 [WARN] AdobePackageBuilder - Error in creating file for 7z test output. Error code : 3

8/8/2013 10:49:54 [WARN] AdobePackageBuilder - Preprocessing of 7z file failed!

8/8/2013 10:49:55 [INFO] AdobePackageBuilder - Sucessfully extracted the product at C:\Users\kevin\AppData\Local\Temp\{3A6F5762-A0F0-48B7-AEEB-CF00966F5C68}\ACCCx189

8/8/2013 10:49:55 [INFO] AdobePackageBuilder - Extraction completed with return code = 0

8/8/2013 10:50:09 [INFO] AdobePackageBuilder - Copied Setup file/folder (packages)

8/8/2013 10:50:10 [INFO] AdobePackageBuilder - Copied Setup file/folder (resources)

8/8/2013 10:50:10 [INFO] AdobePackageBuilder - Copied File (Set-up.exe)

8/8/2013 10:50:10 [INFO] AdobePackageBuilder - Copied File (payloads\Media_db.db)

8/8/2013 10:50:10 [INFO] AdobePackageBuilder - Copied File (payloads\Media_db.sig)

8/8/2013 10:50:10 [INFO] AdobePackageBuilder - Copying the content of 1 disk

But when we begin the installation, Adobe close Windows Explorer, we wait few minutes ... and the software is not installed.

Test with many computers, Windows XP, Windows 7 x64 and 7 x86, always the same problems

Thank for your help

Report · Aug 08, 2013

Moving this discussion to the Creative Suite Enterprise Deployment forum.

Report · Aug 09, 2013

Hi jckwanko,

Please attach the PDApp.log. Location: Temp. If you are facing issues downloading Apps via CCP please go through the mentioned kb: http://helpx.adobe.com/creative-cloud/packager/creative-cloud-packager.html

Regards,

Romit Sinha

Report · Aug 12, 2013

Thank you for your help.

This is the log :

08/12/13 11:12:36:247 | [INFO] | | ASU | PIM | PIM | | | 2876 | Build Version - 2.0.0.0 (BuildVersion: 2.0; BuildDate: Mon Jun 18 2012 06:00:16 )

08/12/13 11:12:36:309 | [INFO] | | ASU | PIM | PIM | | | 2876 | Logging Level verbosity Set to 4

08/12/13 11:12:36:309 | [INFO] | | ASU | PIM | PIM | | | 2876 | CREATE PIM Instance ...

08/12/13 11:12:36:340 | [INFO] | | ASU | PIM | Utilities | | | 2876 | File 'C:\Program Files (x86)\Common Files\Adobe\OOBE\PDApp\pim.db-journal' does not exist

08/12/13 11:12:36:387 | [INFO] | | ASU | PIM | PIM | | | 2876 | trying to createOrUpdatePIMDbSchema.

08/12/13 11:12:36:449 | [INFO] | | ASU | PIM | PIM | | | 2876 | Current db schema version on machine 2.

08/12/13 11:12:36:449 | [INFO] | | ASU | PIM | PIM | | | 2876 | Current db schema version to install 2.

08/12/13 11:12:36:449 | [INFO] | | ASU | PIM | PIM | | | 2876 | PIM DB Schema is up to date. Current schema version is 2.

08/12/13 11:12:36:449 | [INFO] | | ASU | PIM | PIM | | | 2876 | PIM Database is Up To Date.

08/12/13 11:12:36:481 | [INFO] | | ASU | PIM | PIM | | | 2876 | PIMSqlite closeDB status 0

08/12/13 11:12:36:481 | [INFO] | | ASU | PIM | PIM | | | 2876 | FREE PIM Instance ...

08/12/13 11:12:36:496 | [INFO] | | ASU | PIM | PIM | | | 2876 | Build Version - 2.0.0.0 (BuildVersion: 2.0; BuildDate: Mon Jun 18 2012 06:00:16 )

08/12/13 11:12:36:496 | [INFO] | | ASU | PIM | PIM | | | 2876 | Logging Level verbosity Set to 4

08/12/13 11:12:36:496 | [INFO] | | ASU | PIM | PIM | | | 2876 | CREATE PIM Instance ...

08/12/13 11:12:36:496 | [INFO] | | ASU | PIM | Utilities | | | 2876 | File 'C:\Program Files (x86)\Adobe\Adobe Creative Cloud\pim.db-journal' does not exist

08/12/13 11:12:36:527 | [INFO] | | ASU | PIM | PIM | | | 2876 | trying to createOrUpdatePIMDbSchema.

08/12/13 11:12:36:574 | [INFO] | | ASU | PIM | PIM | | | 2876 | Current db schema version on machine 2.

08/12/13 11:12:36:574 | [INFO] | | ASU | PIM | PIM | | | 2876 | Current db schema version to install 2.

08/12/13 11:12:36:574 | [INFO] | | ASU | PIM | PIM | | | 2876 | PIM DB Schema is up to date. Current schema version is 2.

08/12/13 11:12:36:574 | [INFO] | | ASU | PIM | PIM | | | 2876 | PIM Database is Up To Date.

08/12/13 11:12:36:652 | [INFO] | | ASU | PIM | PIM | | | 2876 | PIMSqlite closeDB status 0

08/12/13 11:12:36:652 | [INFO] | | ASU | PIM | PIM | | | 2876 | FREE PIM Instance ...

08/12/13 11:12:39:617 | [INFO] | | ASU | AAMUpdatesNotifier | AAMUpdatesNotifier | | | 2376 | Build Version - 7.0.0.414

08/12/13 11:12:39:664 | [INFO] | | ASU | AAMUpdatesNotifier | AAMUpdatesNotifier | | | 2376 | Logging Level verbosity Set to 4

08/12/13 11:12:39:742 | [INFO] | | ASU | AAMUpdatesNotifier | Utilities | | | 2376 | File 'C:\Program Files (x86)\Common Files\Adobe\OOBE\PDApp\UWA\UNResources\Dictionary\\stringTable.zdct' does not exist

08/12/13 11:12:52:025 | [INFO] | | ASU | OPM | OPM | | | 3376 | Build Version - 7.0.0.271

08/12/13 11:12:52:025 | [INFO] | | ASU | OPM | OPM | | | 3376 | Logging Level verbosity Set to 4

08/12/13 11:12:52:462 | [INFO] | | ASU | OPM | OPM | | | 3376 | Schema version and schema compatibility version are same or greater than current

08/12/13 11:13:01:215 | [INFO] | | ASU | OPM | OPM | | | 3376 | Successfully opened opm session, db location:C:\Users\kevin\AppData\Local\Adobe\OOBE\opm.db in opm_createLibRef

08/12/13 11:13:01:215 | [INFO] | | ASU | OPM | OPM | | | 3376 | No Record found for the input fields in opm_getValueForKey

08/12/13 11:13:15:224 | [INFO] | | ASU | AAMUpdatesNotifier | AAMUpdatesNotifier | | | 2376 | CFU .... StatusCode(21) ErrorCode(0)

08/12/13 11:13:15:224 | [INFO] | | ASU | AAMUpdatesNotifier | AAMUpdatesNotifier | | | 2376 | inside getUpdates

08/12/13 11:13:35:301 | [ERROR] | | ASU | AAMUpdatesNotifier | AAMUpdatesNotifier | | | 2376 | Cannot find any update Node

08/12/13 11:13:35:301 | [INFO] | | ASU | AAMUpdatesNotifier | AAMUpdatesNotifier | | | 2376 | All updates count 0

08/12/13 11:13:35:301 | [INFO] | | ASU | AAMUpdatesNotifier | AAMUpdatesNotifier | | | 2376 | WaitFor Event Thread to exit ...

08/12/13 11:13:50:837 | [INFO] | | ASU | LWANative | LWANative | | | 2876 | Build Version - 7.0.0.410

08/12/13 11:13:50:853 | [INFO] | | ASU | LWANative | LWANative | | | 2876 | Logging Level verbosity Set to 4

08/12/13 11:13:53:885 | [INFO] | | ASU | LWANative | P7Native | | | 2876 | Start : pwa_openSession

08/12/13 11:13:53:885 | [INFO] | | ASU | LWANative | P7Native | | | 2876 | pwa_openSession Session key : {14240669-077A-49F6-A00F-53E7C4B0FA7A}

08/12/13 11:13:54:365 | [INFO] | | ASU | OPM | OPM | | | 2876 | Build Version - 7.0.0.386

08/12/13 11:13:54:365 | [INFO] | | ASU | OPM | OPM | | | 2876 | Logging Level verbosity Set to 4

08/12/13 11:13:54:425 | [INFO] | | ASU | OPM | OPM | | | 2876 | Schema version and schema compatibility version are same or greater than current

08/12/13 11:13:54:881 | [INFO] | | ASU | OPM | OPM | | | 2876 | Successfully opened opm session, db location:C:\Users\kevin\AppData\Local\Adobe\OOBE\opm.db in opm_createLibRef

08/12/13 11:13:54:881 | [INFO] | | ASU | OPM | OPM | | | 2876 | No Record found for the input fields in opm_getValueForKey

08/12/13 11:13:54:897 | [INFO] | | ASU | OPM | OPM | | | 2876 | Released OPM refrence successfully in opm_freeLibRef

08/12/13 11:13:55:162 | [INFO] | | ASU | LWANative | P7Native | | | 2876 | End : pwa_openSession

08/12/13 11:13:55:209 | [INFO] | | ASU | LWANative | P7Native | | | 2876 | Start : pwa_getDeviceID

08/12/13 11:13:55:240 | [INFO] | | ASU | OPM | OPM | | | 2876 | Build Version - 7.0.0.410

08/12/13 11:13:55:240 | [INFO] | | ASU | OPM | OPM | | | 2876 | Logging Level verbosity Set to 4

08/12/13 11:13:55:459 | [INFO] | | ASU | OPM | OPM | | | 2876 | Schema version and schema compatibility version are same or greater than current

08/12/13 11:13:55:864 | [INFO] | | ASU | OPM | OPM | | | 2876 | Successfully opened opm session, db location:C:\Users\kevin\AppData\Local\Adobe\OOBE\opm.db in opm_createLibRef

08/12/13 11:13:55:864 | [INFO] | | ASU | OPM | OPM | | | 2876 | returning size of value as:65 in opm_getValueForKey

08/12/13 11:13:55:864 | [INFO] | | ASU | OPM | OPM | | | 2876 | Successfully retreived value from opm domain:IMSLib subdomain:Default key:deviceID in opm_getValueForKey

08/12/13 11:13:56:067 | [INFO] | | ASU | OPM | P7Native | | | 2876 | End : pwa_getDeviceID

08/12/13 11:13:56:067 | [INFO] | | ASU | OPM | OPM | | | 2876 | Released OPM refrence successfully in opm_freeLibRef

08/12/13 11:13:56:067 | [INFO] | | ASU | OPM | P7Native | | | 2876 | Start : pwa_closeSession

08/12/13 11:13:56:270 | [INFO] | | ASU | OPM | P7Native | | | 2876 | End : pwa_closeSession

08/12/13 11:13:56:348 | [INFO] | | ASU | OPM | OPM | | | 2876 | Build Version - 7.0.0.394

08/12/13 11:13:56:348 | [INFO] | | ASU | OPM | OPM | | | 2876 | Logging Level verbosity Set to 4

08/12/13 11:13:56:395 | [INFO] | | ASU | OPM | OPM | | | 2876 | Schema version and schema compatibility version are same or greater than current

08/12/13 11:13:56:769 | [INFO] | | ASU | OPM | OPM | | | 2876 | Successfully opened opm session, db location:C:\Users\kevin\AppData\Local\Adobe\OOBE\opm.db in opm_createLibRef

08/12/13 11:13:56:769 | [INFO] | | ASU | OPM | OPM | | | 2876 | No Record found for the input fields in opm_getValueForKey

08/12/13 11:13:56:769 | [INFO] | | ASU | OPM | OPM | | | 2876 | Released OPM refrence successfully in opm_freeLibRef

08/12/13 11:13:56:816 | [INFO] | | ASU | OPM | P7Native | | | 2876 | Performing openIMSLibSession...

08/12/13 11:13:56:816 | [INFO] | | ASU | OPM | P7Native | | | 2876 | pwa_openIMSLibSession Session key : {04A19BFA-4AC3-4417-88CA-5FC76C47A036}

08/12/13 11:13:56:909 | [INFO] | | ASU | IMSLib | IMSLib | | | 2876 | Build Version - 7.0.0.116

08/12/13 11:13:56:909 | [INFO] | | ASU | IMSLib | IMSLib | | | 2876 | Logging Level verbosity Set to 4

08/12/13 11:13:56:909 | [INFO] | | ASU | IMSLib | IMSLib | | | 2876 | Creating IMSLib instance with product Version ...

08/12/13 11:13:56:909 | [INFO] | | ASU | OPM | OPM | | | 2876 | Build Version - 7.0.0.116

08/12/13 11:13:56:909 | [INFO] | | ASU | OPM | OPM | | | 2876 | Logging Level verbosity Set to 4

08/12/13 11:13:56:925 | [INFO] | | ASU | OPM | OPM | | | 2876 | Schema version and schema compatibility version are same or greater than current

08/12/13 11:13:57:363 | [INFO] | | ASU | OPM | OPM | | | 2876 | Successfully opened opm session, db location:C:\Users\kevin\AppData\Local\Adobe\OOBE\opm.db in opm_createLibRef

08/12/13 11:13:57:363 | [INFO] | | ASU | OPM | IMSLib | | | 2876 | This product version is for GM

08/12/13 11:13:57:394 | [INFO] | | ASU | OPM | IMSLib | | | 2876 | URL retreived from dispatchlib https://ims-na1.adobelogin.com

08/12/13 11:13:57:394 | [INFO] | | ASU | OPM | IMSLib | | | 2876 | Created IMSLib instance with LEID:GM and endpoint:ims-na1.adobelogin.com

08/12/13 11:13:57:394 | [INFO] | | ASU | OPM | OPM | | | 2876 | No Record found for the input fields in opm_getValueForKey

08/12/13 11:13:57:394 | [INFO] | | ASU | OPM | IMSLib_OPMWrapper | | | 2876 | Failed in getting value for key in OPMGetValueForKey domain:OOBE subDomain:ProxyCredentials key:ProxyUsername

08/12/13 11:13:57:394 | [INFO] | | ASU | OPM | IMSLibHelper | | | 2876 | Failed to get proxy user name from local db in getProxyCredentialsFromLocalStore

08/12/13 11:13:57:394 | [INFO] | | ASU | OPM | IMSLib | | | 2876 | Failed get proxy credentials from local store while creating IMSLib Ex instance ...

08/12/13 11:13:57:394 | [INFO] | | ASU | OPM | P7Native | | | 2876 | Performing registeration of client to group

08/12/13 11:13:57:394 | [INFO] | | ASU | OPM | IMSLib | | | 2876 | Performing IMS_registerClientToGroup..

08/12/13 11:13:57:394 | [INFO] | | ASU | OPM | OPM | | | 2876 | Performing opm_getRecords...

08/12/13 11:13:57:394 | [INFO] | | ASU | OPM | OPM | | | 2876 | No Record found for the input fields in opm_getRecords

08/12/13 11:13:57:394 | [WARN] | | ASU | OPM | IMSLib_OPMWrapper | | | 2876 | Failed in getting list of keys in OPMGetKeyList

08/12/13 11:13:57:394 | [WARN] | | ASU | OPM | IMSLibHelper | | | 2876 | Failed in getting buddy groupList in getBuddyClients

08/12/13 11:13:57:394 | [INFO] | | ASU | OPM | OPM | | | 2876 | No Record found for the input fields in opm_getValueForKey

08/12/13 11:13:57:394 | [INFO] | | ASU | OPM | IMSLib_OPMWrapper | | | 2876 | Failed in getting value for key in OPMGetValueForKey domain:IMSLib subDomain:BuddyGroup key:0

08/12/13 11:13:57:519 | [INFO] | | ASU | OPM | OPM | | | 2876 | Successfully updated opm.db for fields domain:IMSLib subdomain:BuddyGroup key:0 in opm_setValueForKey

08/12/13 11:13:57:519 | [INFO] | | ASU | OPM | OPM | | | 2876 | No Record found for the input fields in opm_getValueForKey

08/12/13 11:13:57:519 | [INFO] | | ASU | OPM | IMSLib_OPMWrapper | | | 2876 | Failed in getting value for key in OPMGetValueForKey domain:IMSLib subDomain:CSServiceMap key:ACCC_CS7

08/12/13 11:13:57:519 | [WARN] | | ASU | OPM | IMSLibHelper | | | 2876 | Failed in fetching default user id for the service, while processing fetchDefaultUserGUIDForClientID

08/12/13 11:13:57:519 | [INFO] | | ASU | OPM | IMSLib | | | 2876 | Not duplicating the DUC entry - fetchDefaultUserGUIDForClientID failed in IMS_registerClientToGroup

08/12/13 11:13:57:519 | [INFO] | | ASU | OPM | P7Native | | | 2876 | Registered Client to group successfully!

08/12/13 11:13:57:519 | [INFO] | | ASU | OPM | P7Native | | | 2876 | Performing fetch default user for clientID...

08/12/13 11:13:57:519 | [INFO] | | ASU | OPM | IMSLib | | | 2876 | Performing fetchDefaultUserInfoForClientId...

08/12/13 11:13:57:519 | [INFO] | | ASU | OPM | OPM | | | 2876 | No Record found for the input fields in opm_getValueForKey

08/12/13 11:13:57:519 | [INFO] | | ASU | OPM | IMSLib_OPMWrapper | | | 2876 | Failed in getting value for key in OPMGetValueForKey domain:IMSLib subDomain:CSServiceMap key:ACCC_CS7

08/12/13 11:13:57:519 | [WARN] | | ASU | OPM | IMSLibHelper | | | 2876 | Failed in fetching default user id for the service, while processing fetchDefaultUserGUIDForClientID

08/12/13 11:13:57:519 | [INFO] | | ASU | OPM | IMSLib | | | 2876 | Failed to get default user for clientId in fetchDefaultUserInfoForClientId...

08/12/13 11:13:57:519 | [WARN] | | ASU | OPM | P7Native | | | 2876 | failed in IMSLib's fetchDefaultUserInfoForClientId function, in getDefaultUserForClientId

08/12/13 11:13:57:519 | [INFO] | | ASU | OPM | IMSLib | | | 2876 | Performing releaseData...

08/12/13 11:13:57:519 | [INFO] | | ASU | OPM | P7Native | | | 2876 | Unable to find default user for client_id: ACCC_CS7

08/12/13 11:13:59:360 | [INFO] | | ASU | IMSLib | IMSLib | | | 1488 | Build Version - 7.0.0.116

08/12/13 11:13:59:391 | [INFO] | | ASU | IMSLib | IMSLib | | | 1488 | Logging Level verbosity Set to 4

08/12/13 11:13:59:438 | [INFO] | | ASU | IMSLib | IMSLib | | | 1488 | Creating IMSLib instance ...

08/12/13 11:13:59:453 | [INFO] | | ASU | OPM | OPM | | | 1488 | Build Version - 7.0.0.116

08/12/13 11:13:59:453 | [INFO] | | ASU | OPM | OPM | | | 1488 | Logging Level verbosity Set to 4

08/12/13 11:14:00:249 | [INFO] | | ASU | OPM | OPM | | | 1488 | Schema version and schema compatibility version are same or greater than current

08/12/13 11:14:01:818 | [INFO] | | ASU | OPM | OPM | | | 1488 | Successfully opened opm session, db location:C:\Users\kevin\AppData\Local\Adobe\OOBE\opm.db in opm_createLibRef

08/12/13 11:14:01:950 | [INFO] | | ASU | OPM | OPM | | | 1488 | No Record found for the input fields in opm_getValueForKey

08/12/13 11:14:02:028 | [INFO] | | ASU | OPM | IMSLib_OPMWrapper | | | 1488 | Failed in getting value for key in OPMGetValueForKey domain:OOBE subDomain:ProxyCredentials key:ProxyUsername

08/12/13 11:14:02:028 | [INFO] | | ASU | OPM | IMSLibHelper | | | 1488 | Failed to get proxy user name from local db in getProxyCredentialsFromLocalStore

08/12/13 11:14:02:028 | [INFO] | | ASU | OPM | IMSLib | | | 1488 | Failed get proxy credentials from local store while creating IMSLib instance ...

08/12/13 11:14:02:028 | [INFO] | | ASU | OPM | IMSLib | | | 1488 | Performing fetchDefaultUserInfoForClientId...

08/12/13 11:14:02:028 | [INFO] | | ASU | OPM | OPM | | | 1488 | No Record found for the input fields in opm_getValueForKey

08/12/13 11:14:02:028 | [INFO] | | ASU | OPM | IMSLib_OPMWrapper | | | 1488 | Failed in getting value for key in OPMGetValueForKey domain:IMSLib subDomain:CSServiceMap key:ACCC_CS7

08/12/13 11:14:02:028 | [WARN] | | ASU | OPM | IMSLibHelper | | | 1488 | Failed in fetching default user id for the service, while processing fetchDefaultUserGUIDForClientID

08/12/13 11:14:02:028 | [INFO] | | ASU | OPM | IMSLib | | | 1488 | Failed to get default user for clientId in fetchDefaultUserInfoForClientId...

Report · Aug 12, 2013

Where I can demand the DVD with all software, because the download don't work and we need to use applications ?

Report · Aug 20, 2013

To make things clear: JCKwanko does not demand, he would like to know where we can ask for install DVDs. (JC, Demand = exiger en anglais )

Report · Aug 20, 2013

Hi- I have arranged a callback for you with a higher level of support. It's after-hours for our European team, but they will be picking this up tomorrow and will contact you ASAP.

Thanks for understanding and I hope this gets resolved quickly!

-Madison