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knuta2
Participant
April 3, 2017
Answered

Installation cause black desktop

  • April 3, 2017
  • 6 replies
  • 9784 views

When I start installing "Adobe CC 2017 devices" my desktop goes black.

I made the package with "Creative Cloud Packager" (v 1.11.0 Build 34). However, when I start the test-installation makes my desktop go black. Guess it is explorer.exe that has shutdown.

Installation continues but cant do anything while installing.

Why???

Correct answer Jeffrey_A_Wright

Yes Knut additional functionality can not be added to Explorer without it being briefly suspended.  I would recommend contacting Microsoft if you would like to see this limitation adjusted in the Windows operating system.

For deployment purposes I would recommend scheduling the deployment for a period of time when the computer will not be in use.

6 replies

gianfrancop44245554
gianfrancop44245554
Participating Frequently
May 8, 2019

OS: Windows 10

Adobe Creative Cloud 4.8.1.435

With Process Monitor I captured the command that close explorer.exe. It happens when the setup.exe tries to install CoreSyncCustomHook with the command:

"C:\Program Files (x86)\Common Files\Adobe\CoreSyncExtension\customhook\CoreSyncCustomHook.exe" "--install=C:\Program Files (x86)\Common Files\Adobe" --component=CoreSyncExtension --mode=install

If you try to execute that command you will see the exact behavior that happens during the installation!

Unfortunately I think it's "hard coded" inside the setup process so you can't modify it....

Please check your:

"C:\Program Files (x86)\Common Files\Adobe\Installers\CoreSyncInstall.log"

[09.05.2019 09:40:04]: Info: customhook: Invoked with args: '--install=C:\Program Files (x86)\Common Files\Adobe --component=CoreSyncExtension --mode=install' (coresynccustomhook.cpp.main.710)

[09.05.2019 09:40:04]: Info: customhook: Component given: CoreSyncExtension (coresynccustomhook.cpp.main.724)

[09.05.2019 09:40:04]: Info: customhook: Value of Privilege0 (privilegeelevation.cpp.SetPrivilege.86)

[09.05.2019 09:40:04]: Info: customhook: Privilege does not exist elevating (privilegeelevation.cpp.SetPrivilege.92)

[09.05.2019 09:40:04]: Info: customhook: Successfully elevated process privilege (privilegeelevation.cpp.elevateProcessPrivilege.159)

[09.05.2019 09:40:04]: Info: customhook: Path exists! (coresynccustomhook.cpp.main.744)

[09.05.2019 09:40:04]: Info: customhook: Installing extension (coresynccustomhook.cpp.install.491)

[09.05.2019 09:40:04]: Info: registry.entries: Non essential registry entry setting: succeeded! (registryentries.cpp.RegistryEntries::SetCurrentUserEntries.335)

[09.05.2019 09:40:04]: Info: customhook: Running as admin (coresynccustomhook.cpp.install.502)

[09.05.2019 09:40:04]: Info: customhook: Attempting explorer restart as current user (coresynccustomhook.cpp.install.503)

[09.05.2019 09:40:04]: Info: explorer.killer: Process Name: Esplora risorse (explorerkiller.cpp.rmGetList.335)

[09.05.2019 09:40:04]: Info: explorer.killer: Process ID: 3148 (explorerkiller.cpp.rmGetList.336)

[09.05.2019 09:40:04]: Info: explorer.killer: Process Restartable?: 1 (explorerkiller.cpp.rmGetList.337)

[09.05.2019 09:40:04]: Info: explorer.killer: Process Status Unknown?: 1 (explorerkiller.cpp.rmGetList.341)

[09.05.2019 09:40:04]: Info: explorer.killer: Process Running?: 1 (explorerkiller.cpp.rmGetList.342)

[09.05.2019 09:40:04]: Info: explorer.killer: Process Stopped?: 0 (explorerkiller.cpp.rmGetList.343)

[09.05.2019 09:40:04]: Info: explorer.killer: Process Stopped Other?: 0 (explorerkiller.cpp.rmGetList.344)

[09.05.2019 09:40:04]: Info: explorer.killer: Process Restarted?: 0 (explorerkiller.cpp.rmGetList.345)

[09.05.2019 09:40:04]: Info: explorer.killer: Process Error On Stop?: 0 (explorerkiller.cpp.rmGetList.346)

[09.05.2019 09:40:04]: Info: explorer.killer: Process Error On Restart?: 0 (explorerkiller.cpp.rmGetList.347)

[09.05.2019 09:40:04]: Info: explorer.killer: Process Shutdown Masked?: 0 (explorerkiller.cpp.rmGetList.348)

[09.05.2019 09:40:04]: Info: explorer.killer: Process Restart Masked?: 0 (explorerkiller.cpp.rmGetList.349)

[09.05.2019 09:40:16]: Info: explorer.killer: INFO: Restarted explorer processes in RestartManager session. (explorerkiller.cpp.rmRestartResources.385)

[09.05.2019 09:40:16]: Info: explorer.killer: Initial Explorer restart SUCCESSFUL. Cleanup is SUCCESSFUL (explorerkiller.cpp.restartExplorer.210)

...

    Nikhil R Gupta
    Nikhil R Gupta
    Legend
    May 13, 2019

    Hello Everyone,

    We are sorry for the inconvenience.

    We have reported this to the engineering and they are working on it. They are working on updating the CoreSyncExtension with the fix to this issue. Hopefully this will be fixed soon. I will update the thread as soon as I will have more information on this.

    Thanks,

    Nikhil Gupta

      nickt25009074
      nickt25009074
      Participant
      June 18, 2019

      Any update on this?

      I was able to get our deployment going using the Package option, but we'd prefer to use Applications.

      R
      Robert Tr
      Participant
      March 12, 2019

      I have no issue with Explorer being shut down as much as it not restarting automatically at the end of the install.  Surely there is a way to force Explorer to restart consistently.  I currently need to CTRL+ALT+DEL and launch Explorer manually at the end fo the install.

      S
      Samoreen
      Inspiring
      August 8, 2018

      Hi,

      While investigating the CC Desktop installer unending problems described here​, I discovered this issue by looking at the installation logs. As a former developer and software engineer, I have never seen an installer program daring to voluntarily kill the explorer.exe process without asking the user and without considering the possible side effects of such a questionable practice. This is just unacceptable.

      If a DLL that must be replaced is currently in use, there are two possibilities to handle this situation :

      1. Register a system reboot.

      2. Use the system provided DLL unloading and loading mechanisms in order to make the replacement transparent. This requires some clever coding but this is possible.

      Brutally killing the explorer.exe process might have negative side effects (especially on tasks currently running in Explorer) and, IMHO, is explaining why, with certain configurations, the rest of the installation often fails. Depending on which add-ons are currently running in Explorer, the consequences of killing the explorer.exe process can be severe.

      Such a bad programming practice just has to be stopped. Period.

      --Patrick
        kglad
        Community Expert
        kgladCommunity Expert
        Community Expert
        August 8, 2018

        Feature Request/Bug Report Form

        R
        robw31358824
        Participant
        July 27, 2018

        Has this been fixed. I been trying to fix the installation black screen issue when trying you install Adobe CC 2018 for over a week now. Has anyone come up with a workaround????, because we use SCCM to deliver Adobe Creative Cloud. I use Adobe cloud packager, and create a package with the following applications

        Adobe XD CC

        Adobe Prelude CC 2018

        Adobe Premiere Pro CC 2018

        Adobe Photoshop CC 2018

        Adobe Lightroom Classic CC

        Adobe Bridge CC 2018

        Adobe Illustrator CC 2018

        Adobe InDesign CC 2018

        Adobe Animate CC 2018

        Adobe Dreamweaver CC 2018

        Adobe Character Animator CC 2018

        Adobe Media Encoder CC 2018

        Adobe InCopy CC 2018

        Adobe After Effects CC 2018

        Adobe Extension Manager CC

        Adobe Fireworks CS6

        Adobe Extension Manager CS6

        Adobe Flash Builder 4.7 (64 Bit)

        Adobe ExtendScript Toolkit CC

        Running setup.exe absolutely kills the desktop and 9 times out of 10 the installation fails, and explorer.exe never relaunches, so all the stations are stuck at a black screen with no desktop. In our organization we our running Windows 10 Enterprise 1803

        Why is this happening????. is there a solution?. Come on Adobe.

          K
          KingBear
          Participant
          August 6, 2018

          Agreed.  By far the most poorly designed install packages ever created.  Always crashes and then rolls back the installation without any prompts.  So after waiting an hour for the POS to install, you have to wait another hour as it removes any software it successfully installed.  What a joke.  It would be nice to see more than "Please wait.  Your Creative Cloud products are installing."  How about a status update, progress bar, or perhaps something like, "Please wait, we have your money and no longer care..."  would be more appropriate.

            Jeffrey_A_Wright
            Community Manager
            Jeffrey_A_WrightCommunity Manager
            Community Manager
            April 3, 2017

            Knuta Fagmed.uit.no this is normal behavior as additional features are added to Explorer during the installation of the Creative Cloud desktop app.  This is a component which is included with your installation package.  Explorer should relaunch itself automatically.

            Did you receive a specific error?  Are you applications now functioning successfully?

              K
              knuta2Author
              Participant
              April 4, 2017

              When using SCCM to deploy this software we dont want explorer.exe to close, because users are working with other software.

              When I testet installing (explorer.exe closed) everything went black and I had to do a ctrl-alt-del and sign off after "Adobe CC 2017 devices" installed successfully.

              If this is a normal behaviour we wont make this software available to our users.

              Knut

              Jeffrey_A_Wright
              Community Manager
              Jeffrey_A_WrightCommunity ManagerCorrect answer
              Community Manager
              April 4, 2017

              Yes Knut additional functionality can not be added to Explorer without it being briefly suspended.  I would recommend contacting Microsoft if you would like to see this limitation adjusted in the Windows operating system.

              For deployment purposes I would recommend scheduling the deployment for a period of time when the computer will not be in use.

              kglad
              Community Expert
              kgladCommunity Expert
              Community Expert
              April 3, 2017

              [moved from Creative Cloud Download & Install to Deployment for Creative Cloud for Team, Enterprise, & CS]

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