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Add-ons installation problems and lack of activity in the CC app

Sep 10, 2015

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Please note that for all Creative Cloud Adobe application users installing Add-ons, the Creative Cloud Desktop Application should now be used for installation as opposed to Extension Manager CC. (Note that Extension Manager CS6 should still continue to be used for CS6 add-ons users only).
Activity Stream.PNG

When you log into the Extensions website and click the blue button to ‘acquire’ an add-on, after several moments pass, you should see some activity in the Activity Stream in the Creative Cloud Desktop App (as per the image on the right). The stream should indicate whether installation was successful or not. (If you receive an error code, please check the list of errors posted in this article: https://www.adobeexchange.com/resources/19#errors)

For Adobe Add-ons users who are experiencing installation difficulties via the Creative Cloud Desktop App where the Activity stream in the app Home tab is NOT reporting any error messages, we would ask you to first of all please restart your computer – particularly for Windows, and retry the download by clicking ‘Remove’ then ‘Install’ from ‘My Add-ons’: https://creative.adobe.com/addons/my_addons. If there is still no activity in the Creative Cloud Desktop App, the next step is to install an Adobe Application from the 'Apps' tab. It does not matter if it is a Trial version or Full version, but we recommend installing Photoshop because this app writes 'media' to the database whereas other apps such as Illustrator does not. (If you already have Photoshop installed, please uninstall it then reinstall it, rebooting in between).

Now please try to acquire your add-on again. If there is still no Activity in the Home Tab of the Creative Cloud Desktop Application (as per image on the right), please follow the instructions below to generate log files and send them to us which will enable us to look into the issue further:

1. Download the file called 'ExManLog.YES' and place it at:

Windows: C:\Program Files (x86)\Adobe\Adobe Extension Manager CC\ExManLog.YES

Mac: /Applications/Adobe Extension Manager CC/Adobe Extension Manager CC.app/Contents/MacOS/ExManLog.YES

Note: [To reveal the Contents folder on Mac, you must right-click on the Extension Manager CC application itself in the directory (the one which is not expandable), and choose "show package contents". This will reveal the Contents folder].

2. Please now attempt to install the add-on again in the same way that you did previously. Directly afterwards, please follow step 3 to record what happened.

3. Download the Log Collector Tool from here, selecting the correct version for your platform.

Windows: Double-click the LogCollectorTool.exe to execute. The log files will now be saved as a ZIP file to your Desktop.

Mac: Double-click to open the LogCollectorTool. Several terminal windows will open. You will be prompted to enter your password. Enter the password for the administrator account you are currently logged in to on Mac. When you enter the password, if you don't see any characters being typed in, continue to type anyway and then press Return. The log files should shortly be saved as a ZIP file on your Desktop. To quit the Terminal window, type Exit and press Return.

The email address to forward the ZIP file to is asupport@adobe.com. (Please check that there is an ExManLog.YES file in the ZIP. If not, please attach that too).

Regards,

Krystal - Add-ons team

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Add-ons installation problems and lack of activity in the CC app

Sep 10, 2015

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Please note that for all Creative Cloud Adobe application users installing Add-ons, the Creative Cloud Desktop Application should now be used for installation as opposed to Extension Manager CC. (Note that Extension Manager CS6 should still continue to be used for CS6 add-ons users only).
Activity Stream.PNG

When you log into the Extensions website and click the blue button to ‘acquire’ an add-on, after several moments pass, you should see some activity in the Activity Stream in the Creative Cloud Desktop App (as per the image on the right). The stream should indicate whether installation was successful or not. (If you receive an error code, please check the list of errors posted in this article: https://www.adobeexchange.com/resources/19#errors)

For Adobe Add-ons users who are experiencing installation difficulties via the Creative Cloud Desktop App where the Activity stream in the app Home tab is NOT reporting any error messages, we would ask you to first of all please restart your computer – particularly for Windows, and retry the download by clicking ‘Remove’ then ‘Install’ from ‘My Add-ons’: https://creative.adobe.com/addons/my_addons. If there is still no activity in the Creative Cloud Desktop App, the next step is to install an Adobe Application from the 'Apps' tab. It does not matter if it is a Trial version or Full version, but we recommend installing Photoshop because this app writes 'media' to the database whereas other apps such as Illustrator does not. (If you already have Photoshop installed, please uninstall it then reinstall it, rebooting in between).

Now please try to acquire your add-on again. If there is still no Activity in the Home Tab of the Creative Cloud Desktop Application (as per image on the right), please follow the instructions below to generate log files and send them to us which will enable us to look into the issue further:

1. Download the file called 'ExManLog.YES' and place it at:

Windows: C:\Program Files (x86)\Adobe\Adobe Extension Manager CC\ExManLog.YES

Mac: /Applications/Adobe Extension Manager CC/Adobe Extension Manager CC.app/Contents/MacOS/ExManLog.YES

Note: [To reveal the Contents folder on Mac, you must right-click on the Extension Manager CC application itself in the directory (the one which is not expandable), and choose "show package contents". This will reveal the Contents folder].

2. Please now attempt to install the add-on again in the same way that you did previously. Directly afterwards, please follow step 3 to record what happened.

3. Download the Log Collector Tool from here, selecting the correct version for your platform.

Windows: Double-click the LogCollectorTool.exe to execute. The log files will now be saved as a ZIP file to your Desktop.

Mac: Double-click to open the LogCollectorTool. Several terminal windows will open. You will be prompted to enter your password. Enter the password for the administrator account you are currently logged in to on Mac. When you enter the password, if you don't see any characters being typed in, continue to type anyway and then press Return. The log files should shortly be saved as a ZIP file on your Desktop. To quit the Terminal window, type Exit and press Return.

The email address to forward the ZIP file to is asupport@adobe.com. (Please check that there is an ExManLog.YES file in the ZIP. If not, please attach that too).

Regards,

Krystal - Add-ons team

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Sep 10, 2015 1
Community Beginner ,
Sep 29, 2015

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re the below instructions for generating log files on a Mac.


I have all the latest updated CC15 downloads installed and no such folder path exists, added to which it isn't recommended to save/make a folder with .app in it's name! What gives, am I missing something?


2. Download the file called 'ExManLog.YES' and place it at:

Windows: C:\Program Files (x86)\Adobe\Adobe Extension Manager CC\ExManLog.YES

Mac: /Applications/Adobe Extension Manager CC/Adobe Extension Manager CC.app/Contents/MacOS/ExManLog.YES

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Sep 29, 2015 0
Oct 08, 2015

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Mike, as you are on Mac, you should right-click on the Extension Manager CC application itself in the directory (the one which is not expandable), and choose 'show package contents'. This will reveal the Contents folder.

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Oct 08, 2015 0
Community Beginner ,
Oct 09, 2015

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Dear K. Woods,

Thank you for the clarification as it wasn't too clear on the web site on how to find the location....at least not for me!

I've now sent through a log report via maildrop that hopefully will be picked up.

As an aside I have managed to install the add on 'TK Actions V4' via http://zxpinstaller.com/ that is now working perfectly via Extensions inside PS CC15 but of course this isn't as it should be. I'll be interested to keep track of any progress.

Kind regards,

Mike Daines.

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Oct 09, 2015 0
New Here ,
Jul 01, 2016

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Hi Guys: in the new versions of adobe cc is not neccesary to install Extension Manager.. So where should I place the "ExManLog.YES" in case we haven't installed the Extension Manager? thanks!

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Jul 01, 2016 4
Explorer ,
Jul 14, 2016

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Anyone have a answer to granvas' question?
First you tell us to uninstall extension manager, then you tell us to put the log file into its folder? That makes absolutely no sense.

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Jul 14, 2016 2
Explorer ,
Mar 15, 2017

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Yes!  what Shane said: You tell us to uninstall Extension Manager then you tell us to install  ExManLog.YES

into the same Extension Manager!?

I may try installing it into the Adobe Creative Cloud App and see what happens........

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Mar 15, 2017 0
Explorer ,
Mar 15, 2017

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..so I ran the log through the Creative Cloud Ap in the Utilities folder Utilities/Adobe Creative Cloud / Creative Cloud/ Contents / MacOS

and emailed to adobe support. We will see if they respond

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Mar 15, 2017 0
Explorer ,
Mar 15, 2017

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Support responded with this auto reply - referring me to a document I have already referenced.  I will email them again.

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _

AUTO REPLY FROM ADOBE EXCHANGE SUPPORT:

" Please refer to the following resource which will answer your query: https://www.adobeexchange.com/resources/19

Important: If you do NOT find the answer to your query in the Troubleshoot Guide above, please email us a second time to make us aware of this, otherwise we will assume the case is closed.

Please note that replies can take up to 10 working days. Please do not chase a response during this time as this will push your query to the top of the queue again and we respond in date order from the oldest to newest.  "

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _

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Mar 15, 2017 0
Community Beginner ,
Jul 15, 2016

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Any chance we can get clearer step-by-step instructions from Adobe?

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Jul 15, 2016 3
Explorer ,
Dec 20, 2016

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I have also been trying to install add-ons and nothing works. I started the process mentioned above, but when trying to add the 'ExManLog.Yes' I can't because I don't have this path structure as I'm now on CC 2017.

Any updates at all please?

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Dec 20, 2016 3
Explorer ,
Mar 16, 2017

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Could this be anything to do with security or proxy server? Add-ons is the only thing I cannot get installed, and the proxy has been a problem in the past when trying to install certain plugins.

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Mar 16, 2017 0