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Sonam Monga
Sonam Monga
Legend
May 29, 2019
Answered

Troubleshoot Creative Cloud apps installation and uninstallation errors

  • May 29, 2019
  • 5 replies
  • 16739 views

If you are encountering an error while installing or uninstalling apps or updates packaged using Creative Cloud Packager, or while installing Adobe Creative Cloud desktop app or Adobe Setup Utility, here is how you can troubleshoot these errors.

If you need additional information, post a comment below.

This topic has been closed for replies.
Correct answer Vikrant R

The first few errors in the log point to conflicting processes. Can you try ruling these out. For a list of possible conflicting processes, see https://helpx.adobe.com/enterprise/package/help/resolving-process-conflicts.html 

5 replies

L
Lee28852965s4r9
Participant
March 13, 2023
Please download the attached file to view this post
S
Community Manager
SuJoshiCommunity Manager
Community Manager
March 14, 2023

Found the following error in the logs:

03/14/23 01:10:28:370 | [FATAL] | | ASU | DeploymentManager | DeploymentManager | | | 18700 | The Bootstrapper Process return code is (81).Stopping the installation process.

 

Error code P81 indicates that another Adobe installation might be running in the background. This might be causing a conflict, thus resulting in this error.
SOLUTION
(Note: If you received this error while installing Adobe Acrobat DC, see Error P81 or 81 occurs when you install Adobe Acrobat DC.)

Check for an ongoing Adobe installation in your Activity Monitor (macOS) or Task Manager (Windows) and close them. Then try installing the app.
If this doesn’t work, restart the machine and try to install the app again.

Y
Yodyium23212837gtnf
Participant
February 17, 2022

I got an error like this. How to solve the problem?

02/18/22 01:08:46:939 | [INFO] | | ASU | MSIInvoker | MSIInvoker | | | 24824 | Build Version - 1.17.0.2
02/18/22 01:08:46:939 | [INFO] | | ASU | MSIInvoker | MSIInvoker | | | 24824 | Logging Level verbosity Set to 4
02/18/22 01:08:47:687 | [INFO] | | ASU | MSIInvoker | MSIInvoker | | | 24824 | Successfully fetched the optionXML content from MSI database ...
02/18/22 01:08:47:767 | [INFO] | | ASU | MSIInvoker | MSIInvoker | | | 24824 | The OS language detected for Acrobat (en_US)
02/18/22 01:08:47:778 | [INFO] | | ASU | MSIInvoker | MSIInvoker | | | 24824 | MSI ProductCode ({AC76BA86-1033-FFFF-7760-0C0F074E4100}) is not installed on the system ...
02/18/22 01:08:47:780 | [INFO] | | ASU | MSIInvoker | MSIInvoker | | | 24824 | The install language for Acrobat (APRO21.0) from the fallback map (en_US)
02/18/22 01:08:47:781 | [INFO] | | ASU | MSIInvoker | AAMEEUtilities | | | 24824 | Retreived folderList from the folder :C:\Users\yodyi\Dropbox\My PC (LAPTOP-HA74LKB6)\Downloads\CreativeCloudDesktop_WIN64 (1)\Adobe Creative Cloud for Windows 64bit\Build

02/18/22 01:08:47:781 | [INFO] | | ASU | MSIInvoker | MSIInvoker | | | 24824 | Going to install C:\Users\yodyi\Dropbox\My PC (LAPTOP-HA74LKB6)\Downloads\CreativeCloudDesktop_WIN64 (1)\Adobe Creative Cloud for Windows 64bit\Build\ASU_5.5.0\Set-up.dat
02/18/22 01:08:47:781 | [INFO] | | ASU | MSIInvoker | MSIInvoker | | | 24824 | Bootstrapper launch location is :: C:\Users\yodyi\Dropbox\My PC (LAPTOP-HA74LKB6)\Downloads\CreativeCloudDesktop_WIN64 (1)\Adobe Creative Cloud for Windows 64bit\Build\ASU_5.5.0\Set-up.dat
02/18/22 01:09:00:651 | [INFO] | | ASU | MSIInvoker | MSIInvoker | | | 24824 | Build Version - 1.17.0.2
02/18/22 01:09:00:652 | [INFO] | | ASU | MSIInvoker | MSIInvoker | | | 24824 | Logging Level verbosity Set to 4
02/18/22 01:09:00:652 | [INFO] | | ASU | MSIInvoker | MSIInvoker | | | 24824 | The return code from the Bootstrapper Process is (0).
02/18/22 01:09:00:663 | [INFO] | | ASU | MSIInvoker | AAMEEUtilities | | | 24824 | Path to Process :C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\DEBox\Setup.exe Process Directory :C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\DEBox arguments being passed :"C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\DEBox\Setup.exe" --nonRIBSMode="1" --deploymentFile="C:\Users\yodyi\AppData\Local\Temp\\{872AFF04-17D5-4BFB-A1AB-839DAA04E5A4}"
02/18/22 01:09:37:322 | [INFO] | | ASU | MSIInvoker | AAMEEUtilities | | | 24824 | Process creation completed.
02/18/22 01:09:37:322 | [FATAL] | | ASU | MSIInvoker | MSIInvoker | | | 24824 | The return code from the Adobe Installer Process is (7).Stopping the installation process.
02/18/22 01:09:37:322 | [ERROR] | | ASU | MSIInvoker | MSIInvoker | | | 24824 | Failed in Acrobat (C:\Users\yodyi\Dropbox\My PC (LAPTOP-HA74LKB6)\Downloads\CreativeCloudDesktop_WIN64 (1)\Adobe Creative Cloud for Windows 64bit\Build\Setup\APRO21.0) deployment (7536750).Stopping the installation process.
02/18/22 01:09:37:330 | [INFO] | | ASU | MSIInvoker | AAMEEUtilities | | | 24824 | Uninstaller location is :: C:\Program Files (x86)\Adobe\Adobe Creative Cloud\Utils\Creative Cloud Uninstaller.exe
02/18/22 01:09:38:262 | [INFO] | | ASU | MSIInvoker | AAMEEUtilities | | | 24824 | Uninstaller launch location changed to temp location :: C:\Users\yodyi\AppData\Local\Temp\Creative Cloud Uninstaller.exe
02/18/22 01:09:38:262 | [INFO] | | ASU | MSIInvoker | AAMEEUtilities | | | 24824 | Path to Process :C:\Users\yodyi\AppData\Local\Temp\Creative Cloud Uninstaller.exe Process Directory :C:\Users\yodyi\AppData\Local\Temp arguments being passed :"C:\Users\yodyi\AppData\Local\Temp\Creative Cloud Uninstaller.exe" -u
02/18/22 01:09:44:900 | [INFO] | | ASU | MSIInvoker | AAMEEUtilities | | | 24824 | Process creation completed.
02/18/22 01:09:44:900 | [INFO] | | ASU | MSIInvoker | AAMEEUtilities | | | 24824 | The CCDA uninstallation process return code is (0).
02/18/22 01:10:40:173 | [INFO] | | ASU | MSIInvoker | MSIInvoker | | | 28176 | Temp path found for log files (C:\Users\yodyi\AppData\Local\Temp\\CreativeCloud\ACC\PDApp.log)

J
JoshAdobe
Participant
January 29, 2020

We are getting this message in the PDApp.log and the troubleshooting page is vague about this.

Win10 64bit, I5, 16gb RAM
No other processes are running.

Thanks,

Josh

01/24/20 15:03:18:349 | [INFO] | | ASU | MSIInvoker | MSIInvoker | | | 10204 | Build Version - 1.15.0.46
01/24/20 15:03:18:349 | [INFO] | | ASU | MSIInvoker | MSIInvoker | | | 10204 | Logging Level verbosity Set to 4
01/24/20 15:03:18:360 | [INFO] | | ASU | MSIInvoker | MSIInvoker | | | 10204 | Successfully fetched the optionXML content from MSI database ...
01/24/20 15:03:18:374 | [INFO] | | ASU | MSIInvoker | AAMEEUtilities | | | 10204 | Path to Process :C:\Windows\system32\msiexec.exe Process Directory :C:\Windows\system32 arguments being passed : /i "C:\Users\user\Desktop\photoshop_setup\Build\har bracha - bait.msi" /qn
01/24/20 15:03:19:312 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 10268 | Build Version - 1.15.0.46
01/24/20 15:03:19:312 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 10268 | Logging Level verbosity Set to 4
01/24/20 15:03:19:313 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 10268 | Executing immediate custom action for install mode.
01/24/20 15:03:19:313 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 10268 | The CustomActionData string is : mode=install;sourceDir=C:\Users\user\Desktop\photoshop_setup\Build\;installDir=;origDB=C:\Users\user\Desktop\photoshop_setup\Build\har bracha - bait.msi;installLang=
01/24/20 15:03:19:313 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 10268 | Successfully executed the immediate custom action for install mode .
01/24/20 15:03:26:131 | [INFO] | | ASU | MSIInvoker | AAMEEUtilities | | | 10204 | Process creation completed.
01/24/20 15:03:26:131 | [INFO] | | ASU | MSIInvoker | MSIInvoker | | | 10204 | The return Code from Create Process (1603).

alexandremarchal
alexandremarchal
Participant
January 25, 2020

Hello, I can't find the error, there is the PDApp last lines :

 

01/25/20 20:56:32:955 | [INFO] | | ASU | DeploymentManager | | | | 124 | Event Guid generated is: '2268dddb-77fc-4790-8510-674fc99a3f4b'
01/25/20 20:56:32:984 | [INFO] | | ASU | DeploymentManager | | | HTTPConnector | 124 | GetIEProxyInfo - Failed to get proxy for the url, error:12180
01/25/20 20:56:33:466 | [INFO] | | ASU | DeploymentManager | | | HTTPConnector | 10016 | HTTP Request Status code 200.
01/25/20 20:56:33:466 | [INFO] | | ASU | DeploymentManager | | | HTTPConnector | 124 | The http request returned HTTP_Status:0 HttpCommunicator error:0
01/25/20 20:56:33:467 | [INFO] | | ASU | DeploymentManager | | | | 124 | Waiting for the async thread to get the task completed
01/25/20 20:56:33:467 | [INFO] | | ASU | DeploymentManager | | | | 5936 | Async thread is completed. Now exiting from function.
01/25/20 20:56:33:468 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 124 | The install workflow is terminating.
01/25/20 20:56:34:316 | [INFO] | | ASU | MSIInvoker | AAMEEUtilities | | | 6044 | Process creation completed.
01/25/20 20:56:34:316 | [INFO] | | ASU | MSIInvoker | MSIInvoker | | | 6044 | The return Code from Create Process (1603).

 

I hope someone will help me

Nikhil R Gupta
Nikhil R Gupta
Legend
January 28, 2020

Hello Alex,

 

You can search for fatal in the log file and it will give you the code that you can use to find the solution. You can also share the log files via private message and I can check. 

Help links: 

https://helpx.adobe.com/in/creative-cloud/kb/troubleshoot-download-install-logs.html

https://helpx.adobe.com/in/creative-cloud/kb/troubleshoot-download-install-logs.html

 

Thanks,

Nikhil Gupta 

    R
    rayw40778114
    Participant
    October 30, 2019
    Please download the attached file to view this post
    Vikrant R
    Vikrant RCorrect answer
    Inspiring
    November 1, 2019

    The first few errors in the log point to conflicting processes. Can you try ruling these out. For a list of possible conflicting processes, see https://helpx.adobe.com/enterprise/package/help/resolving-process-conflicts.html 

      J
      JoshAdobe
      Participant
      January 24, 2020

      We are getting this message in the PDApp.log and the troubleshooting page is vague about this.

      Win10 64bit, I5, 16gb RAM
      No other processes are running.

      Thanks,

      Josh

      01/24/20 15:03:18:349 | [INFO] | | ASU | MSIInvoker | MSIInvoker | | | 10204 | Build Version - 1.15.0.46
      01/24/20 15:03:18:349 | [INFO] | | ASU | MSIInvoker | MSIInvoker | | | 10204 | Logging Level verbosity Set to 4
      01/24/20 15:03:18:360 | [INFO] | | ASU | MSIInvoker | MSIInvoker | | | 10204 | Successfully fetched the optionXML content from MSI database ...
      01/24/20 15:03:18:374 | [INFO] | | ASU | MSIInvoker | AAMEEUtilities | | | 10204 | Path to Process :C:\Windows\system32\msiexec.exe Process Directory :C:\Windows\system32 arguments being passed : /i "C:\Users\user\Desktop\photoshop_setup\Build\har bracha - bait.msi" /qn
      01/24/20 15:03:19:312 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 10268 | Build Version - 1.15.0.46
      01/24/20 15:03:19:312 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 10268 | Logging Level verbosity Set to 4
      01/24/20 15:03:19:313 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 10268 | Executing immediate custom action for install mode.
      01/24/20 15:03:19:313 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 10268 | The CustomActionData string is : mode=install;sourceDir=C:\Users\user\Desktop\photoshop_setup\Build\;installDir=;origDB=C:\Users\user\Desktop\photoshop_setup\Build\har bracha - bait.msi;installLang=
      01/24/20 15:03:19:313 | [INFO] | | ASU | DeploymentManager | DeploymentManager | | | 10268 | Successfully executed the immediate custom action for install mode .
      01/24/20 15:03:26:131 | [INFO] | | ASU | MSIInvoker | AAMEEUtilities | | | 10204 | Process creation completed.
      01/24/20 15:03:26:131 | [INFO] | | ASU | MSIInvoker | MSIInvoker | | | 10204 | The return Code from Create Process (1603).

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