RUM issues

[piagetblix]

Hi

Im trying to update a lab of Adobe 2018 CS installed PC's. 

RUM 2.1.0.11 will return a list of needed updates but fails on most.

I updated a test target to RUM 2.2 . ( the latest I could get from the admin console) and it returns no updates needed.

Any advice?

Cheers,

[alisterblack]

Hi,

Is there a code returned ?

The codes are explained in more detail here: Use Adobe Remote Update Manager

This could tell us if updates were not installed, for example because the applications were running at the time of use.

To look at more detail would require the logs.

The log file is named RemoteUpdateManager.log and is located as follows:

• In Windows, the log file is in the %temp% location.
• In Mac OS, the log file is in the folder ~/Library/Logs

[piagetblix]

Hi

I'll check the log and get back here this afternoon.

Thanks

[acjuelich]

How would you like me to attach the log(s)?

If I download the latest version (2.2) and run it I get an Return Code 1, and it doesn't even attempt to download anything.

If I run the one already on the machine (2.0) it goes through and then throws a Return Code 2, and fails to install several of the updates.

[acjuelich]

I have the same thing except for Adobe CC 2017.  It fails on most with the default 'Unable to install update.'

A complete pain since this tool is supposed to make our lives easier but we can't depend on it.

[babeers]

I may be having a similar issue here. I've deployed CC 2018 Apps this past semester, but I just updated our RUM to the latest. My logs indicate that the updater is looking for DLL files (HDPMI, HDZIP, etc) in "C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\HDBox". This directory does not exist on any of our machines. The required DLL's exist in the following directory though...."C:\Program Files (x86)\Adobe\Adobe Creative Cloud\HDCore".

Am I missing something here? Do I simply have to copy these files over to a new HDBox directory for this to function properly?

[alisterblack]

Hi All,

There are a few responses in this thread now and we shouldn't assume they are all the same issue. For example you may not all be updating on the same platform or using the same methods (is an internal update server being used for example).

I ran a successful test on Windows and Mac for the current versions of RUM. This simply tells us that there is not a general issue with RUM.

Some things to look out for:

• Make sure RUM is run with elevated privileges
• Ensure that Adobe apps are all closed on the client machine - try a reboot.
• When updating RUM follow the advice here: Remote Update Manager update
• Issues such as 'Failed to initialize the HDPIM module' etc are often solved by installing the current version of the Creative Cloud Desktop App. RUM will not update the Desktop App and there have been mandatory updates to it which will affect the other CC applications.

Logs can be pasted in here. Alternatively you can open a support case with us and send the logs over to us.

To contact support please use one of the following options.

Creative Cloud for Enterprise - from the Admin Console go to the support tab to open a case. Phone and chat options are also available here.

Creative Cloud for Teams - from the CCT Admin Console go to the Help tab for chat and phone options.

Alternatively please go to  https://helpx.adobe.com/contact.html

[acjuelich]

I've tried a newer version of RUM and it starts and then stops.  Does it actually NEED to be installed on the machine, or the EXE just needs to be run on the machine?  I've tried the latter.  If it's the former, what is the silent syntax to install this on those machines?

Thanks.

[alisterblack]

It's the latter. If you download RUM then via terminal CD to the directory that you unzipped it to, then you can run the RemoteUpdateManager command from there. Of course with a wide distribution of the tool you want to have a consistent location and not to have older versions if possible.

Check that you are running in Admin mode. Check you have the desktop app up to date.

[acjuelich]

Yep, that's what I've been doing.  If I run the one local on the machine it will go through and fail on some installs.  If I run it using the newest version it starts up, loads the lines of asterisks, and then quits.

This is all with Admin Permissions.

[alisterblack]

Thanks, please check if the Desktop App is up to date (new update is just out).

[acjuelich]

I don't have that on machines.  These are deployed installs using Device Licensing.  These aren't user-based with the Desktop App available.

[piagetblix]

Yes,  I as well do not distribute the Desktop App.  We use Device Licensing, so having the desktop app invites Users to Sign In and break the license.

Thanks

[alisterblack]

Thanks all, it could be that the absence of the desktop app is the factor here (I understand why you don't deploy it). If you can share logs with me we can dig deeper and if needed check with our engineering team.

[acjuelich]

I would doubt that since some items update and some don't but anything is possible.

How would you like me to get you the logs?

[alisterblack]

If you can upload them to a cloud sharing solution and PM me a link that would be perfect. Thanks.

[acjuelich]

https://drive.google.com/drive/folders/1k1juPC3sKrNpzf8L42Mbmr2nbUABlH7W?usp=sharing

[alisterblack]

Thanks for those logs. I'll check with our engineering team and will let you know if I need additional information.

[alisterblack]

Thanks, our engineers have looked at the logs and reviewed this thread. The issue is caused by outdated 'core components'. When you build a package you will see 'Creative Cloud' as a mandatory item in the list. This is not the desktop app but rather the 'core components'.

The fix is to build and deploy a fresh package with the latest core components. The desktop app is not required, you don't necessarily need to include any other applications either.

Let us know how that goes.

[acjuelich]

So, in order to use your convenient tool to update products automatically I need to package and deploy an update manually?  It seems like the tool does not fulfill its purpose if I have to do this all the time.

[piagetblix]

@alisterblack

Does it matter if I used the CCP or build the package within the Admin Console?

Thanks

[alisterblack]

Hi,

Either CCP or an admin console package will contain the updated core components. Be careful not to include the Desktop App if that is not desired.

[acjuelich]

That did not resolve the issue.

Please advise on next steps.

[alisterblack]

Hi acjuelich​ please provide new logs.

[acjuelich]

Sent to you via PM.