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O
owenjdaviesuk
Participating Frequently
October 3, 2017
Answered

Issues installing Creative Cloud (Corporate Licence)

  • October 3, 2017
  • 3 replies
  • 2154 views

I'm trying to install Creative Cloud but am having issues with the install.

I've had a look at the PDApp log and it's showing a reutrn code I can't find any reference to. Anyone have any ideas?

10/03/17 10:11:32:320 | [INFO] |  | ASU | MSIInvoker | MSIInvoker |  |  | 4128 | Build Version - 1.13.0.59

10/03/17 10:11:32:320 | [INFO] |  | ASU | MSIInvoker | MSIInvoker |  |  | 4128 | Logging Level verbosity Set  to 4

10/03/17 10:11:32:507 | [INFO] |  | ASU | MSIInvoker | MSIInvoker |  |  | 4128 | Successfully fetched the optionXML content from MSI database ...

10/03/17 10:11:32:522 | [INFO] |  | ASU | MSIInvoker | MSIInvoker |  |  | 4128 | MSI ProductCode ({AC76BA86-1033-FFFF-7760-0C0F074E4100}) is not installed on the system ...

10/03/17 10:11:32:522 | [INFO] |  | ASU | MSIInvoker | MSIInvoker |  |  | 4128 | The install language for Acrobat (APRO17.0) from the fallback map (en_GB)

10/03/17 10:11:32:522 | [INFO] |  | ASU | MSIInvoker | MSIInvoker |  |  | 4128 | Bootstrapper launch location is :: C:\Icons\CCSV VIDEO SN201 64bit\Build\ASU\Set-up.dat

10/03/17 10:11:40:287 | [INFO] |  | ASU | MSIInvoker | MSIInvoker |  |  | 4128 | Build Version - 1.13.0.59

10/03/17 10:11:40:287 | [INFO] |  | ASU | MSIInvoker | MSIInvoker |  |  | 4128 | Logging Level verbosity Set  to 4

10/03/17 10:11:40:287 | [ERROR] |  | ASU | MSIInvoker | MSIInvoker |  |  | 4128 | The Bootstrapper Process return code is (21).Stopping the installation process.

Many Thanks,

O.

    This topic has been closed for replies.
    Correct answer alisterblack

    No, the same package was installed on another user's machine and he's a Win7 64bit guy too.

    I've bypassed the exe package and launched the MSI from inside cmd. Now the progress bar gets to the end and the installer vanishes

    One difference between my machine and his was he had a clean install. I'm moving from an individual licence to a corporate one. I have apps already installed. Is it better to clean these out first?


    If you are not intending to change the apps you are using then there is no need to redeploy. You can just either sign out and sign back in to get the new entitlement, or if using a serial number you can use Creative Cloud Packager to create an executable that will roll out the new serial number. The actual apps are just the same.

    3 replies

    alisterblack
    alisterblack
    Inspiring
    October 3, 2017

    Hi,

    This error means "os version not found" or "running an incompatible os version".

    Check that the applications in your package are compatible with the OS you are deploying to.

    If this is an older package you may want to rebuild that to ensure that you have the current version of the Creative Cloud Desktop App.

    O
    owenjdaviesukAuthor
    Participating Frequently
    October 3, 2017

    Thanks Alister,

    I'm running Win 7 64 so it should work fine. It's deployed on other user's machines without issue??

    As far as i'm aware the package was downloaded from the Adobe website a couple of days ago.

    alisterblack
    alisterblack
    Inspiring
    October 3, 2017

    Does it contain 'project Felix' ? This is a Win 10 only app.

    P
    prodic
    Inspiring
    October 3, 2017

    This link might be of interest:

    Installation error codes, exit codes, and error messages | Creative Cloud, Photoshop Elements, Premiere Elements

    O
    owenjdaviesukAuthor
    Participating Frequently
    October 3, 2017

    Thanks Prodic, I have looked at that document, but it doesn't seem to be getting that far into the installation process. It seems there is something stopping the package from executing and I can't determine what "Process return Code (21)" is.

    Bani Verma
    Community Manager
    Bani VermaCommunity Manager
    Community Manager
    October 3, 2017

    Moving to Deployment for Creative Cloud for Team, Enterprise, & CS​

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