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RUM not updating certain computers

Community Beginner ,
Oct 17, 2023 Oct 17, 2023

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Anyone knows why this keeps happening on a select few computers.  Log file attached

 

09/29/23 10:55:18:337 | [INFO] | | AAMEE | Utilities | RemoteUpdateManager | | | 12232 | Starting ARM InstallUpdates...
09/29/23 10:55:18:337 | [INFO] | | AAMEE | Utilities | RemoteUpdateManager | | | 12232 | *** Installing (AdobeAcrobatDC-23.0) ...
09/29/23 10:55:45:025 | [ERROR] | | AAMEE | Utilities | RemoteUpdateManager | | | 12232 | *** Failed to install (AdobeAcrobatDC-23.0) ...
09/29/23 10:55:45:025 | [ERROR] | | AAMEE | Utilities | RemoteUpdateManager | | | 12232 | Error code received from ARM = (150000) ...

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correct answers 1 Correct answer

Advocate , Oct 18, 2023 Oct 18, 2023

Thank you,

Patch installation failed because of the missing sources. Here is from the log:

 

[2023-10-17 08:29:01:0371] MSI Record [0]: Error [1].Source file not found{{(cabinet)}}: [2]. Verify that the file exists and that you can access it.
[2023-10-17 08:29:01:0371] MSI Record [1]: 1311
[2023-10-17 08:29:01:0371] Reporting actual error: 1311
[2023-10-17 08:29:01:0371] MSI Record [2]: C:\Program Files\Common Files\Adobe\Acrobat\Setup Files\{AC76BA86-1033-FFFF-7760-BC15014EA700}\Core.cab
[2023-10-17 0

...

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Advocate ,
Oct 17, 2023 Oct 17, 2023

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Please enable ARM verbose logging (search Adobe forums for iLogLevel registry value), try to run RUM again and provide latest AdobeARM.log file(s) you can find in User Temp and Windows Temp folders.

Best if you send me files in the private message or upload somewhere if they are large.

 

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Community Beginner ,
Oct 18, 2023 Oct 18, 2023

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I created the iLogLevel DWORD and set te value to 1.  Reran the RUM updater and it failed again.  Log file is attached

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Advocate ,
Oct 18, 2023 Oct 18, 2023

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The log you provided (thank you) is from RUM, not from Acrobat Updater (ARM)

Please search User Temp and Windows Temp folders for AdobeARM.log file(s) 

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Community Beginner ,
Oct 18, 2023 Oct 18, 2023

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Sorry about that.  Here it is

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Advocate ,
Oct 18, 2023 Oct 18, 2023

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Thank you,

Patch installation failed because of the missing sources. Here is from the log:

 

[2023-10-17 08:29:01:0371] MSI Record [0]: Error [1].Source file not found{{(cabinet)}}: [2]. Verify that the file exists and that you can access it.
[2023-10-17 08:29:01:0371] MSI Record [1]: 1311
[2023-10-17 08:29:01:0371] Reporting actual error: 1311
[2023-10-17 08:29:01:0371] MSI Record [2]: C:\Program Files\Common Files\Adobe\Acrobat\Setup Files\{AC76BA86-1033-FFFF-7760-BC15014EA700}\Core.cab
[2023-10-17 08:29:01:0371] Error 1311.Source file not found: C:\Program Files\Common Files\ Adobe\Acrobat\Setup Files\{AC76BA86-1033-FFFF-7760-BC15014EA700}\Core.cab. Verify that the file exists and that you can access it.

 

When Acrobat is installed, installation package is cached by the special installer action. This is a part of the so called Source Resiliency (https://learn.microsoft.com/en-us/windows/win32/msi/source-resiliency)

 

Your choices are

1. Uninstall Acrobat and install again.

2. Find the exact installler package used to install this version of Acrobat and copy it (all files including cabs) into folder in the error message - C:\Program Files\Common Files\Adobe\Acrobat\Setup Files\{AC76BA86-1033-FFFF-7760-BC15014EA700}

3. Copy installer package into different location and deploy a script that uses "Add Source" API - you can google for the exact instructions. I would advise using this as a last resort.

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Community Beginner ,
Oct 18, 2023 Oct 18, 2023

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Thank you.  I will let you know the results. 

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Community Beginner ,
Oct 19, 2023 Oct 19, 2023

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Just to let you know option 2 works.  It's not ideal but it works.  Thank you so much for your help.  At least I now know what causes this.  

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