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Can't install, update with Adobe Creative Cloud

Contributor ,
Dec 19, 2016

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We can't upgrade to Adobe CC 2017 through Adobe Creative Cloud. We can install from a offline installer (only 7 applications there), but once installed we can't update. It would stop from 2% to 20%.) Our security team checked traffic and couldn't find the reason it would stopped. I have the log file saved. I can send that to support.

What are the reasons that may cause this problem?

Thanks,

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Can't install, update with Adobe Creative Cloud

Contributor ,
Dec 19, 2016

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We can't upgrade to Adobe CC 2017 through Adobe Creative Cloud. We can install from a offline installer (only 7 applications there), but once installed we can't update. It would stop from 2% to 20%.) Our security team checked traffic and couldn't find the reason it would stopped. I have the log file saved. I can send that to support.

What are the reasons that may cause this problem?

Thanks,

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Adobe Employee ,
Dec 19, 2016

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Adobe Employee ,
Dec 19, 2016

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Wfzen did you discover any specific error messages in either installation or DLM log files?  If so can you please post any errors you discovered to this discussion.

You can find details on how to locate the installation log files at Creative Cloud download and install errors .  For complete information on how to locate the DLM log file see Error downloading or updating Adobe Creative Cloud apps​.

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Contributor ,
Dec 19, 2016

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Jeff,

Thanks for the helpful info.

I think 113 was the error code which has something to do with firewall and network. Our security team checked but couldn't see any connections getting blocked. I think the PDF linked with servers need to access can be helpful. I forwarded it to our security team.

On the log file, below is the last couple of lines: I can't find the meaning of the codes referred.

Thanks,

12/19/16 16:09:01:607 | [INFO] |  |  |  |  |  |  | 4204 | some intermittent error. Retrying now. Error code is 12002 and error type is -45

12/19/16 16:09:01:731 | [INFO] |  |  |  |  |  |  | 9156 | resetting intermitent error 9 from to 8 to 0

12/19/16 16:09:12:268 | [INFO] |  |  |  |  |  |  | 4204 | decrementing the thread count. now the active thread count is 13

12/19/16 16:09:14:938 | [INFO] |  |  |  |  |  |  | 4204 | decrementing the thread count. now the active thread count is 12

12/19/16 16:09:17:599 | [INFO] |  |  |  |  |  |  | 4204 | decrementing the thread count. now the active thread count is 11

12/19/16 16:09:19:942 | [INFO] |  |  |  |  |  |  | 4204 | decrementing the thread count. now the active thread count is 10

12/19/16 16:09:21:114 | [ERROR] |  |  |  |  |  |  | 6856 | The windows error code is - 12002

12/19/16 16:09:21:115 | [ERROR] |  |  |  |  |  |  | 7132 | The windows error code is - 12002

12/19/16 16:09:21:118 | [ERROR] |  |  |  |  |  |  | 11492 | The windows error code is - 12002

12/19/16 16:09:21:119 | [ERROR] |  |  |  |  |  |  | 11592 | The windows error code is - 12002

12/19/16 16:09:21:120 | [ERROR] |  |  |  |  |  |  | 6856 | Failed to send the request to server to get the response - 12002

12/19/16 16:09:21:121 | [ERROR] |  |  |  |  |  |  | 10196 | The windows error code is - 12002

12/19/16 16:09:21:122 | [ERROR] |  |  |  |  |  |  | 10192 | The windows error code is - 12002

12/19/16 16:09:21:122 | [ERROR] |  |  |  |  |  |  | 13788 | The windows error code is - 12002

12/19/16 16:09:21:123 | [ERROR] |  |  |  |  |  |  | 13320 | The windows error code is - 12002

12/19/16 16:09:21:124 | [ERROR] |  |  |  |  |  |  | 7132 | Failed to send the request to server to get the response - 12002

12/19/16 16:09:21:125 | [ERROR] |  |  |  |  |  |  | 11492 | Failed to send the request to server to get the response - 12002

12/19/16 16:09:21:126 | [ERROR] |  |  |  |  |  |  | 11592 | Failed to send the request to server to get the response - 12002

12/19/16 16:09:21:126 | [ERROR] |  |  |  |  |  |  | 6856 | the download job (10) failed to execute. The job state is STOPPED_STATE

12/19/16 16:09:21:127 | [ERROR] |  |  |  |  |  |  | 10196 | Failed to send the request to server to get the response - 12002

12/19/16 16:09:21:128 | [ERROR] |  |  |  |  |  |  | 10192 | Failed to send the request to server to get the response - 12002

12/19/16 16:09:21:129 | [ERROR] |  |  |  |  |  |  | 13788 | Failed to send the request to server to get the response - 12002

12/19/16 16:09:21:130 | [ERROR] |  |  |  |  |  |  | 13320 | Failed to send the request to server to get the response - 12002

12/19/16 16:09:21:130 | [ERROR] |  |  |  |  |  |  | 7132 | the download job (15) failed to execute. The job state is STOPPED_STATE

12/19/16 16:09:21:131 | [ERROR] |  |  |  |  |  |  | 11492 | the download job (9) failed to execute. The job state is STOPPED_STATE

12/19/16 16:09:21:132 | [ERROR] |  |  |  |  |  |  | 10196 | the download job (12) failed to execute. The job state is STOPPED_STATE

12/19/16 16:09:21:133 | [ERROR] |  |  |  |  |  |  | 13788 | the download job (16) failed to execute. The job state is STOPPED_STATE

12/19/16 16:09:21:138 | [ERROR] |  |  |  |  |  |  | 13320 | the download job (11) failed to execute. The job state is STOPPED_STATE

12/19/16 16:09:21:612 | [INFO] |  |  |  |  |  |  | 4204 | some intermittent error. Retrying now. Error code is 12002 and error type is -45

12/19/16 16:09:22:272 | [INFO] |  |  |  |  |  |  | 4204 | decrementing the thread count. now the active thread count is 9

12/19/16 16:09:24:602 | [INFO] |  |  |  |  |  |  | 4204 | decrementing the thread count. now the active thread count is 8

12/19/16 16:09:26:949 | [INFO] |  |  |  |  |  |  | 4204 | decrementing the thread count. now the active thread count is 7

12/19/16 16:09:28:953 | [INFO] |  |  |  |  |  |  | 4204 | decrementing the thread count. now the active thread count is 6

12/19/16 16:09:30:954 | [INFO] |  |  |  |  |  |  | 4204 | decrementing the thread count. now the active thread count is 5

12/19/16 16:09:32:956 | [INFO] |  |  |  |  |  |  | 4204 | decrementing the thread count. now the active thread count is 4

12/19/16 16:09:34:956 | [INFO] |  |  |  |  |  |  | 4204 | decrementing the thread count. now the active thread count is 3

12/19/16 16:09:36:616 | [INFO] |  |  |  |  |  |  | 4204 | decrementing the thread count. now the active thread count is 2

12/19/16 16:09:38:289 | [INFO] |  |  |  |  |  |  | 4204 | decrementing the thread count. now the active thread count is 1

12/19/16 16:09:41:113 | [ERROR] |  |  |  |  |  |  | 6856 | The windows error code is - 12002

12/19/16 16:09:41:114 | [ERROR] |  |  |  |  |  |  | 7132 | The windows error code is - 12002

12/19/16 16:09:41:115 | [ERROR] |  |  |  |  |  |  | 11492 | The windows error code is - 12002

12/19/16 16:09:41:116 | [ERROR] |  |  |  |  |  |  | 6856 | Failed to send the request to server to get the response - 12002

12/19/16 16:09:41:117 | [ERROR] |  |  |  |  |  |  | 10576 | The windows error code is - 12002

12/19/16 16:09:41:118 | [ERROR] |  |  |  |  |  |  | 13748 | The windows error code is - 12002

12/19/16 16:09:41:119 | [ERROR] |  |  |  |  |  |  | 10196 | The windows error code is - 12002

12/19/16 16:09:41:120 | [ERROR] |  |  |  |  |  |  | 13788 | The windows error code is - 12002

12/19/16 16:09:41:120 | [ERROR] |  |  |  |  |  |  | 13320 | The windows error code is - 12002

12/19/16 16:09:41:121 | [ERROR] |  |  |  |  |  |  | 7132 | Failed to send the request to server to get the response - 12002

12/19/16 16:09:41:122 | [ERROR] |  |  |  |  |  |  | 11492 | Failed to send the request to server to get the response - 12002

12/19/16 16:09:41:123 | [ERROR] |  |  |  |  |  |  | 10576 | Failed to send the request to server to get the response - 12002

12/19/16 16:09:41:124 | [ERROR] |  |  |  |  |  |  | 13748 | Failed to send the request to server to get the response - 12002

12/19/16 16:09:41:124 | [ERROR] |  |  |  |  |  |  | 10196 | Failed to send the request to server to get the response - 12002

12/19/16 16:09:41:125 | [ERROR] |  |  |  |  |  |  | 13788 | Failed to send the request to server to get the response - 12002

12/19/16 16:09:41:126 | [ERROR] |  |  |  |  |  |  | 13320 | Failed to send the request to server to get the response - 12002

12/19/16 16:09:41:153 | [INFO] |  |  |  |  |  |  | 4204 | Retry count overshoot for http_timeout_error - 13

12/19/16 16:09:42:552 | [INFO] |  |  |  |  |  |  | 7748 | Using New Adaptive Algorithm

12/19/16 16:09:42:575 | [ERROR] |  |  |  |  |  |  | 7748 | The error has come and the http error code is - 403

12/19/16 16:09:42:576 | [ERROR] |  |  |  |  |  |  | 7748 | Failed to send the request to server to get the response - 403

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Contributor ,
Dec 19, 2016

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BTW, did Adobe change anything for network connection to use Creative Cloud in the last couple of months or so? We were able to download and install CC 2015 version 2. It stopped working when we're trying to upgrade to 2017. Offline installers worked but there are only 7 applications available and you would be stuck when updates are needed. Whenever you need to download from Adobe, it won't complete. Usually stopped at less than 30% with an error message.

This happens to all the users need to upgrade (5 total).

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Adobe Employee ,
Dec 20, 2016

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Wfzen thank you for the update and the portion of the DLM log which contains the error.

We have not made any recent changes but depending on how your organization is white listing the addresses they may need to update their settings.  In addition to the documents already suggested I would recommend having your Network admins review Adobe Creative Cloud Network Endpoints​ which provides all the necessary server addresses and ports to allow for successful communication with our servers.

Often times organizations will enter IP addresses, as opposed to server addresses, when these addresses change dynamically it could lead to download or service failures.  You can utilize the details in the Network Endpoints document, and a trusted Domain Name Server, to verify that all necessary server address/IP addresses are currently allowed.

Finally Wfzen if your organization does face any difficulties with the configuration then please have them open a ticket in the Enterprise Dashboard.  This will allow them to receive direct assistance with any configuration changes.

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Contributor ,
Dec 20, 2016

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Thank you for the info, Jeff. I've forwarded the info to our Security team. We use IronPort. Do  you have any info to make it work with that?

Where is the enterprise dashboard? Is it this URL? Adobe Enterprise Dashboard

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Adobe Employee ,
Dec 20, 2016

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Moving this discussion to the Deployment for Creative Cloud for Team, Enterprise, & CS forum.  Wfzen the individuals in this community may have some guidance regarding IronPort.

You have located the correct document and the correct address for the Enterprise Dashboard.  Only individuals who have been designated as an Admin or Support Contact will have access to the Dashboard.

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Adobe Employee ,
Dec 21, 2016

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Regarding IronPort and your proxy configuration, see the following link at Cisco support.

https://supportforums.cisco.com/discussion/12300431/adobe-creative-cloud-application-installs-fail-w...

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