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SuprtGuy
Known Participant
August 9, 2013
Question

Win7 CC package refuses to install

  • August 9, 2013
  • 2 replies
  • 14633 views

I have been dealing with this issue for several days and can't seem to find an answer. We have purchased several seats for the Creative Cloud. We are attempting to create packages with the CC packager. Specfically, we created a package that contains InDesign, PhotoShop, and Illustrator for Win 7 64 bit. Neither the MSI nor the Setup.exe works.

The installation begins and the progress bar progresses to about 1/3 then stalls. It then shoots across and then rolls back quickly.

This is the 3rd time we've created this package.

I have tried to install this with elevated credentials and even under the local administrator account all with the same results.

I even contacted Adobe support and had the technician remote into my machine who then proceeded to screw up a whole host of settings - my bad I guess for trusting a 1st level technician. However, she did get it installed on my computer. I just have to go back and fix everything she broke. I am now trying to get this package (I created & downloaded a new version yesterday) installed on another computer and having the exact same trouble I had on my computer with the new package.

Both of these computers as well as the future systems have previous version of the same programs. In an effort to reduce possible issues regarding this, I uninstalled all previous version of InDesign, PhotoShop, and Illustrator. The only Adobe product that remained is an older version was Acrobat - 9 Pro.

These systems are connected to a domain and are runing ESET's endpoint antivirus. Yes, I disabled that and tried the installation again with the exact same results.

The latest PDApp.log has many Warings and a few Fatal lines in it.

There are quite a few: Failed to find Node  warnings.

Several: < GUID > is already installed

NOTE: I checked and recheckd, there are no instances of these applications installed even though it appears it thinks there are - registry issues?

Fatal errors:

5356 | Failed to remove the backup folder already present:5

5356 | Failed to create backup folder C:\Program Files (x86)\Common Files\Adobe\OOBE\PDApp\\P7

5356 | package installation failed and the return code was -5

5356 | End Adobe Setup. Exit code: -5

4068 | The Bootstrapper Process is (-5).Stopping the installation process.

4068 | The return code from the Adobe Installer Process is (33).Stopping the uninstallation process.

...and the final line...

472 | utilLaunchApplicationDeelevated : The return Code from Create Process (1603)

Yes folks, the dreaded ambiguous Error Code 1603

So, anyone have any ideas as to why this installation will not work?

Let me know if you need more information.

I will be deeply grateful for any help.

    This topic has been closed for replies.

    2 replies

    S
    sdub45
    Participant
    September 1, 2015

    Don't know if anybody is still having an issue with this but I am having the same issue with Captivate version 8. Exact issues as you guys have reported. Only way I have gotten the msi (which I created with Creative Cloud Packager) to work was to log on to the device (Win7 x64 laptop) with the local administrator account and install it that way. I was wanting to take the msi and deploy it via sccm not sure how I am going to accomplish that if the requirement is to install with the local admin account.

    Romsinha-9KMEUt
    Adobe Employee
    Romsinha-9KMEUt
    Adobe Employee
    August 9, 2013

    Hi SuprtGuy,

    Please share the entire PDApp log. As you mentioned you can see error code 1603 is a msi error indicating a failure which is generic. Please go through the mentioned kb and perform some steps related to error code 1603: http://helpx.adobe.com/creative-suite/kb/error-1603-install-cs3-cs4.html . Please go to C/Program Files(X86)/Common Files/Adobe/OOBE and rename it to OOBE.old before performing installation again. Kindly let us know whether it worked.

    Regards,

    Romit Sinha

    S
    SuprtGuyAuthor
    Known Participant
    August 9, 2013

    Romsinha,

    I'll take a look at that KB article even though it refers to CS3-4. I'm going to assume the same procedures can be performed on the CC package.

    Where should I send the PDApp.log file?

    Should I past the whole thing in a reply?

    Thanks,

    SuprtGuy

    S
    SuprtGuyAuthor
    Known Participant
    August 18, 2013

    Well, after a few hours of messing around, I managed to get my install to work. I found a few resources that reccomended different ways of getting it to work. This is a bit of a combination of the ones I read. I'm guessing that this will be YMMV but it did work on my Windows 7 desktop an notebook (both x64).

    Here goes:

    1. Download the Creative Cloud installer from here https://creative.adobe.com/products . Put the installer in a folder that you will remember (or note the location).
    2. Follow this procedure http://www.howtogeek.com/howto/windows-vista/enable-the-hidden-administrator-account-on-windows-vista/ to enable the hidden Administrator account in Windows.
    3. Shutdown the machine and reboot into safe mode with networking. http://windows.microsoft.com/en-ca/windows/start-computer-safe-mode#start-computer-safe-mode=windows-7
    4. Login using the administrator account.
    5. Once you are up disable any virus protection.
    6. Go to task tray, right click on the "Creative Cloud" icon and click on quit Creative Cloud
    7. Go to the Creative Cloud installer you downloaded in step 1 and run it.
    8. If it works, it should finish the install and give you a login screen
    9. Shutdown and reboot
    10. Login as normal and with luck it's working
    11. Make sure you disable the administrator account or set a strong password for it.

    Let us know if this works... and you are abolutely correct. This whole issue is ridiculous.

    Thanks


    Thanks, I'll give that a try. I've herd that the creative cloud app causes

    problems, which is beyond stupid. But that is not installed on an out of

    the box system. We enable our local admin account and assisgn a password.

    I am a domain admin so that part should not be an issue.

    We use roaming profiles so I'm thinking that could be an issue as well

    although I've tried installing as a local admin with exact same results.

    Even the steps you had to go thru are unacceptable for an office wide

    roll-out. That is too much work for this. Perhaps a bill to adobe for all

    the extra time it takes to install their sofrware is in order.

    Mb

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