Unable to install Creative Cloud on Windows 11

Report · Mar 20, 2023

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

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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

Report · Mar 20, 2023

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

Report · Mar 20, 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?

Report · Mar 20, 2023

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

Report · Mar 20, 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.

Report · Mar 21, 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..."

Report · Mar 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

Report · May 30, 2023

Hello, I am experencing the same issues. By chance, is there a fix for this issue? Build Version - 2.1.0.20

Report · Apr 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.

Report · Apr 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

Report · May 31, 2024

Adobe is a DISASTER. They do NOT know how to fix this issue and MANY other issues related to Creative Cloud.
I've already had Adobe Support try multiple Remote Sessions. They have absolutely no idea about this and many other problems.

Report · May 31, 2024

there's no problem when using a clean win 11 install.

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Unable to install Creative Cloud on Windows 11

1 Correct answer