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Chris28200022yet2
Participant
March 21, 2023
Answered

Unable to install Creative Cloud on Windows 11

  • March 21, 2023
  • 3 replies
  • 3346 views

Hi,

I am having been trying for days to get Adobe creative cloud to install on our new set of machines (Windows 11), I have downloaded the 64 bit and the 32 bit installer from the admin console but I have been unable to get it to install either via double clicking the msi or setup.exe or via command line, they all just start then fail and roll back.

 

I don't know if it's the firewall or another issue that is causing it to faile, but I don't get any indication or error on the screen other than see the install roll back.

Below is my PDApp.log which just says [FATAL]  Failed to find ASU folder in package

 

-------------

03/21/23 13:50:08:559 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 13292 | Build Version - 2.1.0.20
03/21/23 13:50:08:559 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 13292 | Logging Level verbosity Set to 4
03/21/23 13:50:08:559 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 13292 | Executing immediate custom action for install mode.
03/21/23 13:50:08:561 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 13292 | The CustomActionData string is : mode=install;sourceDir=D:\Adobe Creative Cloud\;installDir=;origDB=D:\Adobe Creative Cloud\AdobeCC_Win_Installer.msi;installLang=
03/21/23 13:50:08:561 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 13292 | Successfully executed the immediate custom action for install mode .
03/21/23 13:50:37:038 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Build Version - 2.1.0.20
03/21/23 13:50:37:039 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Logging Level verbosity Set to 4
03/21/23 13:50:37:039 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Executing the deferred custom action.
03/21/23 13:50:37:057 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Obtained the following as CustomActionData
03/21/23 13:50:37:057 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | (mode=install;sourceDir=D:\Adobe Creative Cloud\;installDir=;origDB=D:\Adobe Creative Cloud\AdobeCC_Win_Installer.msi;installLang=)
03/21/23 13:50:37:057 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | (mode=install;sourceDir=D:\Adobe Creative Cloud\;installDir=;origDB=D:\Adobe Creative Cloud\AdobeCC_Win_Installer.msi;installLang=)
03/21/23 13:50:37:057 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Original database path is : D:\Adobe Creative Cloud\AdobeCC_Win_Installer.msi
03/21/23 13:50:37:081 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | OptionXML saved at location :: C:\Users\CHRIS~1.WAT\AppData\Local\Temp\{C04AD40B-64D0-4DF4-944C-149BB3F1BE22}\\{1B5A89B2-2DC8-4F69-975B-C6C0931A76FF}
03/21/23 13:50:37:159 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Build Version - 2.1.0.20
03/21/23 13:50:37:159 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Logging Level verbosity Set to 4
03/21/23 13:50:37:159 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | CustomAction Parameters obtained...
03/21/23 13:50:37:160 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | optXMLPath :: C:\Users\CHRIS~1.WAT\AppData\Local\Temp\{C04AD40B-64D0-4DF4-944C-149BB3F1BE22}\\{1B5A89B2-2DC8-4F69-975B-C6C0931A76FF}
03/21/23 13:50:37:160 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | setupBasePath :: D:\Adobe Creative Cloud\
03/21/23 13:50:37:160 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | installDirPath ::
03/21/23 13:50:37:160 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | installLang ::
03/21/23 13:50:37:160 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Initializing Custom Action Data from parameters
03/21/23 13:50:37:161 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Provisioning Tool path is (C:\Users\CHRIS~1.WAT\AppData\Local\Temp\{C04AD40B-64D0-4DF4-944C-149BB3F1BE22}\\{C499BB0C-1B00-479A-9BCD-78F9028FE829}).
03/21/23 13:50:37:166 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Starting to run the custom action for install mode
03/21/23 13:50:37:166 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | STEP 1: Starting to parse Option XML.
03/21/23 13:50:37:181 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Match OS lang option selected
03/21/23 13:50:37:181 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Added OS Language (en_US) to the install language fallback.
03/21/23 13:50:37:182 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Install language fallback contains following languages :
03/21/23 13:50:37:182 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | (en_US)
03/21/23 13:50:37:182 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | (en_US)
03/21/23 13:50:37:182 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | The target architecture of the package is WIN
03/21/23 13:50:37:182 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Self-Update BootStrapper Relative Path doesn't exist.
03/21/23 13:50:37:183 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | No of updates found (0).
03/21/23 13:50:37:183 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | No of HD products found (4).
03/21/23 13:50:37:184 | [ERROR] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Failed to get value for conflicting processes...
03/21/23 13:50:37:184 | [WARN] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Failed to parse the conflictProcessInfo for HD media (LIBS3.22.1)...
03/21/23 13:50:37:201 | [ERROR] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Failed to get value for conflicting processes...
03/21/23 13:50:37:201 | [WARN] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Failed to parse the conflictProcessInfo for HD media (COSY6.3.7)...
03/21/23 13:50:37:209 | [ERROR] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Failed to get value for conflicting processes...
03/21/23 13:50:37:210 | [WARN] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Failed to parse the conflictProcessInfo for HD media (KANC3.0.1)...
03/21/23 13:50:37:216 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Custom deployment path doesnt exist in options XML
03/21/23 13:50:37:217 | [WARN] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Failed to find Royalty Bearing attribute info.
03/21/23 13:50:37:217 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Found the AppsPanel attribute info (true)
03/21/23 13:50:37:217 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Found the AdminPrivilege attribute info (true)
03/21/23 13:50:37:218 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Number of Medias found = 0

03/21/23 13:50:37:218 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Deployment Manager is running in Install Mode.
03/21/23 13:50:37:218 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | STEP 2: Starting to launch ASU AAM.
03/21/23 13:50:37:219 | [FATAL] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Failed to find ASU folder in package
03/21/23 13:50:37:221 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | inside updat report
03/21/23 13:50:37:221 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | PkgID node not found
03/21/23 13:50:37:221 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | creating other nodes of report
03/21/23 13:50:37:221 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Inside Get deployment guid
03/21/23 13:50:37:221 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Deployment GUID generated is {F7064B29-90B1-4F49-8B5A-E2407C96C770}
03/21/23 13:50:37:222 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | setting deploymetn GUID
03/21/23 13:50:37:222 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | saving report at C:\Program Files (x86)\Common Files\Adobe\OOBE\DeploymentReports\c1fda664-c9dd-48e1-bd81-bdd348193d4c.xml
03/21/23 13:50:37:223 | [ERROR] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Failed to save Report XML.
03/21/23 13:50:37:715 | [INFO] | | ASU | DeploymentManager | AAMEEUtilities | | | 5504 | The output of process received in execWithOutput :
Microsoft Windows [Version 10.0.22621.1413]

03/21/23 13:50:37:716 | [INFO] | | ASU | DeploymentManager | | | | 5504 | Event Guid generated is: 'af3a1a75-1fbf-4486-a40b-00608e0a85f6'
03/21/23 13:50:37:717 | [INFO] | | ASU | DeploymentManager | | | HTTPConnector | 5504 | Sending HTTP request message: Method: POST || URL: na1e-acc.services.adobe.com/hsmessaging/rest || Timeout: 30 || Compression: false || Request headers: Content-Type : text/xml

03/21/23 13:50:37:756 | [INFO] | | ASU | DeploymentManager | | | HTTPConnector | 5504 | Proxy detected: WPAD
03/21/23 13:50:37:760 | [WARN] | | ASU | DeploymentManager | | | HTTPConnector | 5504 | GetIEProxyInfo - Failed to get proxy for the url, error:12180
03/21/23 13:50:37:760 | [INFO] | | ASU | DeploymentManager | | | HTTPConnector | 5504 | No default proxy present on the user machine
03/21/23 13:50:38:647 | [INFO] | | ASU | DeploymentManager | | | HTTPConnector | 9780 | HTTP Request Status code 200.
03/21/23 13:50:38:648 | [INFO] | | ASU | DeploymentManager | | | HTTPConnector | 5504 | The http request returned HTTP_Status:0 HttpCommunicator error:0
03/21/23 13:50:38:648 | [INFO] | | ASU | DeploymentManager | | | HTTPConnector | 5504 | Received HTTP response:
URL = na1e-acc.services.adobe.com/hsmessaging/rest
Response code = 200
Response headers:
Connection : close
Content-Length : 165
Date : Tue, 21 Mar 2023 02:50:39 GMT
X-Request-ID : 60b0dd89-19ad-45b3-af1b-a4b52882e6e1

03/21/23 13:50:38:655 | [INFO] | | ASU | DeploymentManager | | | | 5504 | Waiting for the async thread to get the task completed
03/21/23 13:50:38:655 | [INFO] | | ASU | DeploymentManager | | | | 15016 | Async thread is completed. Now exiting from function.
03/21/23 13:50:39:160 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | Analytics sent to ingest successfully
03/21/23 13:50:39:183 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 5504 | The install workflow is terminating.

    Correct answer Ashish_Harrison

    Hi @Chris28200022yet2 kindly create a case from the admin console and attach the logs collected from the log collector tool. We will surely help you after reviewing the logs.
    Log collector tool: https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html

    3 replies

    S
    Scott Stoltenberg
    Participant
    April 10, 2024

    Was there ever a solution to this?  We are having the same problem with brand new machines using Windows 11.  We have tried multiple different machines.  We've tried using the MSI and the EXE.  We've tried as dynamic administrator, local user, etc.  Please advise.  

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      April 10, 2024

      open the support tab on your admin console > start chat or start case or request expert session. https://helpx.adobe.com/enterprise/using/support-and-expert-services.html

      Nikhil R Gupta
      Community Manager
      Nikhil R GuptaCommunity Manager
      Community Manager
      March 21, 2023

      @Chris28200022yet2 Could you try copying the package on desktop and then try to run the exe as an admin. 

      You can also try creating a ne package with one or two apps. Copy the zip folder on Desktop . Extract and run the exe as admin. 

      C
      Chris28200022yet2Author
      Participant
      March 22, 2023

      Yeah that didn't help, I have rebooted multiple times and made sure that no other install is running tried it on several machines, tried running the adobe uninstaller, but I just keep getting "Failed to get value for conflicting processes..."

      Ashish_Harrison
      Adobe Employee
      Ashish_HarrisonCorrect answer
      Adobe Employee
      March 22, 2023

      Hi @Chris28200022yet2 kindly create a case from the admin console and attach the logs collected from the log collector tool. We will surely help you after reviewing the logs.
      Log collector tool: https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html

      Regards,Ashish Harrison
        kglad
        Community Expert
        kgladCommunity Expert
        Community Expert
        March 21, 2023

        there are conflicting processes errors.  restart the computers and retry installing.

        C
        Chris28200022yet2Author
        Participant
        March 21, 2023

        I have restarted, I have tried it on several PC's, It is a brand new install straight out of the box. How do I find our what is conflicting with the install?

        kglad
        Community Expert
        kgladCommunity Expert
        Community Expert
        March 21, 2023

        conflicting processes usually mean there's another installation running (or more typically, hanging).

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