RUM not updating Photoshop or Camera Raw 2017 (return code 2) - MAC

Report · Feb 19, 2018

Hi All,

Have labs of machines running 10.12.6, and have jamf pro running RUM weekly to update apps. But apparently for weeks/months, RUM has been failing to update PS and Camera RAW. Error shows:

RemoteUpdateManager version is : 2.0.0.15

Starting the RemoteUpdateManager...

**************************************************

No new updates are available for Acrobat/Reader

**************************************************

Following Updates are applicable on the system :

(ACR/10.2.0.66/osx10-64)

(PHSP/18.1.3.26/osx10-64)

**************************************************

Following Updates are to be downloaded :

(ACR/10.2.0.66/osx10-64)

(PHSP/18.1.3.26/osx10-64)

**************************************************

*** Downloading (ACR/10.2.0.66/osx10-64) ...

*** Successfully downloaded (ACR/10.2.0.66/osx10-64) ...

*** Downloading (PHSP/18.1.3.26/osx10-64) ...

*** Successfully downloaded (PHSP/18.1.3.26/osx10-64) ...

All Updates downloaded successfully ...

**************************************************

*** Installing (ACR/10.2.0.66/osx10-64) ...

*** Failed to install (ACR/10.2.0.66/osx10-64) ...

*** Installing (PHSP/18.1.3.26/osx10-64) ...

*** Failed to install (PHSP/18.1.3.26/osx10-64) ...

Some Updates failed to install ...

**************************************************

Following Updates failed to Install :

(ACR/9.6/10.2/osx10-64)

(PHSP/18.0/18.1.3/osx10-64)

**************************************************

RemoteUpdateManager exiting with Return Code (2)

Log Shows:

02/19/18 10:15:08:728 | [INFO] | | AAMEE | Utilities | RemoteUpdateManager | | | 42785 | ##################################################

02/19/18 10:15:08:747 | [INFO] | | AAMEE | Utilities | RemoteUpdateManager | | | 42785 | **************************************************

02/19/18 10:15:08:773 | [INFO] | | AAMEE | Utilities | RemoteUpdateManager | | | 42785 | **************************************************

02/19/18 10:15:12:142 | [INFO] | | AAMEE | Utilities | RemoteUpdateManager | | | 42785 | **************************************************

02/19/18 10:15:12:930 | [INFO] | | AAMEE | Utilities | RemoteUpdateManager | | | 42785 | **************************************************

02/19/18 10:15:13:740 | [INFO] | | AAMEE | Utilities | RemoteUpdateManager | | | 42785 | **************************************************

02/19/18 10:15:13:789 | [INFO] | | AAMEE | HUM | HUMSessionManager | | HUM | 42785 | Entering into 'createHUMSession'

02/19/18 10:15:13:789 | [INFO] | | AAMEE | HUM | HUMSessionManager | | HUM | 42785 | new session '83052C18-9D11-41BA-873F-0FA670D9731A' created

02/19/18 10:15:13:789 | [INFO] | | AAMEE | HUM | HUMInterface | | HUM | 42785 | Exiting humCreateSession, new session ID is '83052C18-9D11-41BA-873F-0FA670D9731A'

02/19/18 10:15:16:320 | [INFO] | | AAMEE | HUM | HUMInterface | | HUM | 42785 | Exiting humDownloadProductFFC with status '1'

02/19/18 10:15:16:479 | [INFO] | | AAMEE | HUM | HUMInterface | | HUM | 42785 | Exiting humParseProductFFC with status '1'

02/19/18 10:15:16:587 | [INFO] | | AAMEE | HUM | HUMInterface | | HUM | 42785 | Exiting humGetLatestUpdates with status '1'

02/19/18 10:15:16:588 | [INFO] | | AAMEE | HUM | HUMInterface | | | 42785 | Found a matching installed product with update (ACR) (9.6) (osx10-64) (10.2) (10.2.0.66)...

02/19/18 10:15:16:588 | [INFO] | | AAMEE | HUM | HUMInterface | | | 42785 | Adding this update to applicable updates set ...

02/19/18 10:15:16:588 | [INFO] | | AAMEE | HUM | HUMInterface | | | 42785 | Found a matching installed product with update (AEFT) (14.0.0) (osx10-64) (14.2.2) (14.2.2.2)...

02/19/18 10:15:16:588 | [INFO] | | AAMEE | HUM | HUMInterface | | | 42785 | Ignoring this update, updates not applicable on the system ...

02/19/18 10:15:16:589 | [INFO] | | AAMEE | HUM | HUMInterface | | | 42785 | Found a matching installed product with update (AME) (11.0.0) (osx10-64) (11.1.4) (11.1.4.1)...

02/19/18 10:15:16:589 | [INFO] | | AAMEE | HUM | HUMInterface | | | 42785 | Ignoring this update, updates not applicable on the system ...

02/19/18 10:15:16:589 | [INFO] | | AAMEE | HUM | HUMInterface | | | 42785 | Found a matching installed product with update (AUDT) (10.0.0) (osx10-64) (10.1.2) (10.1.2.1)...

02/19/18 10:15:16:589 | [INFO] | | AAMEE | HUM | HUMInterface | | | 42785 | Ignoring this update, updates not applicable on the system ...

02/19/18 10:15:16:589 | [INFO] | | AAMEE | HUM | HUMInterface | | | 42785 | Found a matching installed product with update (DRWV) (17.0.0) (osx10-64) (17.5.0) (17.5.0.9878)...

02/19/18 10:15:16:589 | [INFO] | | AAMEE | HUM | HUMInterface | | | 42785 | Ignoring this update, updates not applicable on the system ...

02/19/18 10:15:16:590 | [INFO] | | AAMEE | HUM | HUMInterface | | | 42785 | Found a matching installed product with update (IDSN) (12.0.0) (osx10-64) (12.1.0) (12.1.0.056)...

02/19/18 10:15:16:590 | [INFO] | | AAMEE | HUM | HUMInterface | | | 42785 | Ignoring this update, updates not applicable on the system ...

02/19/18 10:15:16:590 | [INFO] | | AAMEE | HUM | HUMInterface | | | 42785 | Found a matching installed product with update (ILST) (21.0.0) (osx10-64) (21.1.0) (21.1.0.327)...

02/19/18 10:15:16:590 | [INFO] | | AAMEE | HUM | HUMInterface | | | 42785 | Ignoring this update, updates not applicable on the system ...

02/19/18 10:15:16:590 | [INFO] | | AAMEE | HUM | HUMInterface | | | 42785 | Found a matching installed product with update (MUSE) (2017.0.0) (osx10-64) (2017.1.0) (2017.1.0.821)...

02/19/18 10:15:16:590 | [INFO] | | AAMEE | HUM | HUMInterface | | | 42785 | Ignoring this update, updates not applicable on the system ...

02/19/18 10:15:16:591 | [INFO] | | AAMEE | HUM | HUMInterface | | | 42785 | Found a matching installed product with update (PHSP) (18.0) (osx10-64) (18.1.3) (18.1.3.26)...

02/19/18 10:15:16:591 | [INFO] | | AAMEE | HUM | HUMInterface | | | 42785 | Adding this update to applicable updates set ...

02/19/18 10:15:16:591 | [INFO] | | AAMEE | HUM | HUMInterface | | | 42785 | Found a matching installed product with update (PPRO) (11.0.0) (osx10-64) (11.1.4) (11.1.4.1)...

02/19/18 10:15:16:591 | [INFO] | | AAMEE | HUM | HUMInterface | | | 42785 | Ignoring this update, updates not applicable on the system ...

02/19/18 10:15:16:591 | [INFO] | | AAMEE | HUM | HUMInterface | | | 42785 | Found a matching installed product with update (PSTI) (1.3.0) (osx10-64) (1.3.2) (1.3.2)...

02/19/18 10:15:16:591 | [INFO] | | AAMEE | HUM | HUMInterface | | | 42785 | Ignoring this update, updates not applicable on the system ...

02/19/18 10:15:16:632 | [INFO] | | AAMEE | HUM | HUMInterface | | HUM | 42785 | Exiting humTerminateSession with status '1'

<EsdDirectory>/private/var/root/Library/Application Support/Adobe/RemoteUpdateManager_Downloads/ACR_10.2.0.66_osx10-64</EsdDirectory>

</ProductInfo>

<x-api-key>RUM_1_9_5</x-api-key>

</RequestInfo>

</DriverInfo>

<EsdDirectory>/private/var/root/Library/Application Support/Adobe/RemoteUpdateManager_Downloads/PHSP_18.1.3.26_osx10-64</EsdDirectory>

</ProductInfo>

<x-api-key>RUM_1_9_5</x-api-key>

</RequestInfo>

</DriverInfo>

02/19/18 10:15:53:615 | [INFO] | | AAMEE | Utilities | RemoteUpdateManager | | | 42785 | **************************************************

<EsdDirectory>/private/var/root/Library/Application Support/Adobe/RemoteUpdateManager_Downloads/ACR_10.2.0.66_osx10-64</EsdDirectory>

</ProductInfo>

<skipConflictingProcessChecks>false</skipConflictingProcessChecks>

</RequestInfo>

</DriverInfo>

</DriverInfo>

<EsdDirectory>/private/var/root/Library/Application Support/Adobe/RemoteUpdateManager_Downloads/PHSP_18.1.3.26_osx10-64</EsdDirectory>

</ProductInfo>

<skipConflictingProcessChecks>false</skipConflictingProcessChecks>

</RequestInfo>

</DriverInfo>

</DriverInfo>

02/19/18 10:15:56:334 | [INFO] | | AAMEE | Utilities | RemoteUpdateManager | | | 42785 | **************************************************

02/19/18 10:15:56:334 | [INFO] | | AAMEE | Utilities | RemoteUpdateManager | | | 42785 | **************************************************

02/19/18 10:15:56:335 | [INFO] | | AAMEE | Utilities | RemoteUpdateManager | | | 42785 | ##################################################

02/19/18 10:15:56:335 | [INFO] | | AAMEE | Utilities | RemoteUpdateManager | | | 42785 | ##################################################

This is running RUM 2.0.0.15. I tried updating to 2.2.0.2, and that fails worse (only seeing Acrobat as an available update). Think I saw somewhere 2.2.0.2 only works with 2018 installed, which, we aren't rolling out until Summer.

Anyone seen this, have a fix, etc? It's preventing Nikon D850's from working (as Camera RAW isn't updating).

Thanks!

Report · Feb 19, 2018

btw, all the apps were packaged up with CCP, and installed during "imaging" with JamfPro/Casper.

Report · Feb 19, 2018

Logs attached suggest that latest version of RUM & Core Components are required on machine for installation of latest version of Photoshop and camera raw. To solve this, please create a new RUM enabled package using latest Creative Cloud Packager and deploy this package on effected machine.

Report · Feb 20, 2018

Created a "blank" CCP package with just the creative cloud tools (unchecked to install CC app). Deployed that to machine.

Required running chmod a+x /usr/local/bin/RemoteUpdateManager (for some reason), but after that. updates work, and RUM has been updated to 2.2.0.2.

Going to deploy that to machines after I figure out why RemoteUpdateManager is getting installed with bad permissions.

Thanks!

Report · Feb 19, 2018

Hi staze ,https://helpx.adobe.com/creative-cloud/kb/rum-update.html

You may want to install CR manually as if now if this is an issue with one machine -

Camera Raw plug-in installer

As far as the error is concerned, we need some more logs, please run Log Collector tool and share the file with us via drop box or google drive. Log Collector Tool

~Rohit

Report · Feb 20, 2018

CCP for whatever reason installs RUM requiring a chmod, so added an after-install casper/jamfpro task to do that.

Seems to resolve the issue. Even seeing updates for some other pieces that didn't show up with previous RUM.

Thanks!

RUM not updating Photoshop or Camera Raw 2017 (return code 2) - MAC

1 Correct answer