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No fix for persistent 191 error

New Here ,
Mar 09, 2023 Mar 09, 2023

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I have been granted access to Creative Cloud by my college IT course for web development. I can install the apps I need as follows: Creative Cloud desktop app, Photoshop, Bridge, Dreamweaver and Illustrator; all except XD which gets to 100% of the install then fails with error code 191. In addition, the CC desktop app itself fails to update with the same error.

I have an administrator account. I have tried all 5 solutions outlined here: https://helpx.adobe.com/download-install/kb/error-code-191.html to no avail. I have completely uninstalled all apps, including the CC desktop app itself, run the AdobeCreativeCloudCleanerTool, and reinstalled from the ACCCx5_10_0_573 ZIP file (reinstalling from Creative_Cloud_Set-up.exe from the website, or through the Microsoft Store, gives the same result; I tried). I get the same error in every situation. I even tried installing with both anti-virus and firewall turned off to no avail.

The information for error code 191 on this site is completely opaque and none of the suggested solutions work. I know it is some esoteric permissions problem because I can install and update using the built-in Windows 10 Administrator account. This proves the point, but is not a solution since this account is inherently unsafe, only meant to be used for troubleshooting and, in any case, any CC apps installed under this account are unavailable to other users.

Please can someone point me to where I can find the error logs for CC apps installation (in Windows 10) and where I can post them for more expert perusal, so I can resolve this extremely frustrating issue.

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correct answers 1 Correct answer

Adobe Employee , Mar 26, 2023 Mar 26, 2023

@Matt28781899nmpy You can try uninstalling and reinstalling the VC++ 2012, 2013 and the latest that covers 2015-2022. Try both x86 and x64.

MICROSOFT VC++ 

You can also check if there are any pending updates for Windows OS.

Restart the machine and check again.

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Community Expert ,
Mar 09, 2023 Mar 09, 2023

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contact your plan administrator.

 

<moved from download&install>

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Community Expert ,
Mar 09, 2023 Mar 09, 2023

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hi @Matt28781899nmpy you may have an Administrator account on the Windows machine, but your IT department is the Administrator for the Adobe products and controls the ability for users to do "Self Service" on the applications (install, uninstall, updates).

As @kglad said - you'll need to contact your College IT department.

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New Here ,
Mar 09, 2023 Mar 09, 2023

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Thanks for the replies. You should probably know that I am studying remotely (MS Teams and college website) and am using my own laptop.

If what apps can be installed and/or updated is controlled by my college IT department, it seems a little strange that I can perform these actions using the built-in Windows Administrator account. However, I will reach out to them as you suggest.

In order to make that exercise productive, can you kindly point out to me where Creative Cloud (and its apps) store their install log files in Windows 10 (specifically, the Creative Cloud app itself and also Adobe XD). That would be much appreciated. Thanks.

 

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Community Expert ,
Mar 09, 2023 Mar 09, 2023

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@Matt28781899nmpy 

 

if log files are needed you'll be told where to search.  if you just are curious, google it with "site:adobe.com" appended to your search.

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New Here ,
Mar 24, 2023 Mar 24, 2023

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I have spoken to my college IT Support. They control the authentication for which students can access the Adobe Creative Cloud, but place no restriction on which apps can and cannot be installed. I require access for the Web Dev course I am undertaking. I can install all apps except XD (the installation fails at 100%), which I require for wireframing, prototyping and UX development. The only difference seems to be that XD on Windows is a UWP_App. Searching this forum and Microsoft forums reveals that users have experienced issues with installing this app on Windows for years. This post from 2018 summarises the issue nicely:

 

Just had this error 191 trying to install Adobe XD. In my case, it seems, the problem was that I'm running Windows 10 version 1903 (insider build).

The Adobe XD installer is trying to install Microsoft.VCLibs.140.00 and Microsoft.VCLibs.Desktop.140.00 version 14.0.25426.0 and my system has version 14.0.27323.0 already installed. Therefore, the installer stops because there's a newer Appx version installed in the system. The log doesn't say that, by the way, I had to manually try to install the Appx libraries to find that ou.

The sad part is that I can't uninstall the newer Appx versions because they're used by a lot of other Microsoft Apps and the system locks it for safety reasons, I guess.

Is there anything else I can do, except waiting for Adobe to update their installer to install the newer VCLibs or at least include a failsafe in the manifest to ignore newer versions?

Thanks in advance.

 

I have tried every solution on this forum and several from the Microsoft forums. I would not be posting here if I had not tried to resolve the issue myself. I am quite ready to believe that the majority of Windows users are not experiencing this issue. Usually, in these cases, there are so many 'solutions' and as many users not having their issue resolved by them, because the underlying issue is beyond the users control and lies with one or more vendors. The real issue is that the installation of this app through the Windows Store is failing, for whatever reason. Here is the error log:

 

Exit Code: 191
-------------------------------------- Summary --------------------------------------
- 2 fatal error(s), 2 error(s), 0 warnings(s)

FATAL: Error (Code = 191) executing in command 'AddUWPAppxCommand' for package: 'UWPAssets', version:56.1.12.1
FATAL: Error occurred in install of package (Name: UWPAssets Version: 56.1.12.1). Error code: '191'
ERROR: hdhelper exe at C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\HDBox\HDHelper.exe failed to install UWP app with error code 1 - OS Message: C:\adobeTemp\ETRB300.tmp\1\SparklerApp\SparklerApp.appx#@#OS_Error_Code: 0x80070005#@#OS_Error_String: error 0x80070005: Opening the package from location SparklerApp.appx failed.
ERROR: Failed to install UWP Appx Package with error C:\adobeTemp\ETRB300.tmp\1\SparklerApp\SparklerApp.appx#@#OS_Error_Code: 0x80070005#@#OS_Error_String: error 0x80070005: Opening the package from location SparklerApp.appx failed.

 

I would very much appreciate a response addressing the real issue. Perhaps there is some resentment on this forum that I am complaining about not being able to access an app in a suite I have been granted free access to. To which I would respond that students are potential future customers. In the meantime I have been forced to find an alternative: Figma. It looks quite good.

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Community Expert ,
Mar 24, 2023 Mar 24, 2023

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@Matt28781899nmpy 

 

first, make sure your computer meets specs, https://helpx.adobe.com/xd/system-requirements.html

 

if you think it does and the following fails to help, what is your os version?

 

https://helpx.adobe.com/xd/kb/fix-error-code-191-when-installing-xd.html

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Adobe Employee ,
Mar 26, 2023 Mar 26, 2023

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@Matt28781899nmpy You can try uninstalling and reinstalling the VC++ 2012, 2013 and the latest that covers 2015-2022. Try both x86 and x64.

MICROSOFT VC++ 

You can also check if there are any pending updates for Windows OS.

Restart the machine and check again.

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