Applying Update 8 to FrameMaker 2019 Fails

New Here ,
Jul 17, 2021 Jul 17, 2021

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I have a valid license for FrameMaker 2019. I want to apply Update 8. Whether I install inside FM via Help -> ...Updates or locally with the downloaded update file, the update proces fails with this error:

 

Update required
Your browser or operating system is no longer supported. You may need to install the latest updates to your operating system. Learn more

 

The Learn More page takes me here
https://helpx.adobe.com/x-productkb/global/update-operating-system-and-browser.html

 

I tried every step in the document and I am still unable to apply the update. The past two hours, I installed IE 11, even though I updated to Edge and set IE requests to use Edge long ago. Applied every patch Microsoft had for my laptop (Windows 10 21H1), reset compatibility mode in IE and forced via policy then reran gepedit.msc /force, also set IE as the default browser for everything I do, added registry keys for FrameMaker as well as the standard Adobe products cited in the document link above. Rebooted about six times during the ordeal. Nothing works. Stunned that for this product, it's so hard to do a simple update procedure. Perhaps the displayed upgrade dialog is inaccurately displayed, shadowing nother issue?

 

Any input would be appreciated.

 

2021-07-17_06h16_48.png2021-07-17_06h18_07.png

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correct answers 1 Correct answer

Adobe Community Professional , Sep 30, 2021 Sep 30, 2021

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Adobe Community Professional ,
Jul 17, 2021 Jul 17, 2021

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I see you are currently running 15.0.5. Can you install Update 6 or Update 7 on your machine?

If not, you would likely be able to install if you had the Win version active when Update 8 was released.

To me, it sounds like another resource + current Win version is blocking the Update 8 from being installed.

 

**Do you have another machine onto which you can load v15? 

**Can you install the 30-day trial of Fm 2020 (v16)?

 

-Matt

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New Here ,
Jul 17, 2021 Jul 17, 2021

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Thanks, Matt. Updates 6 and 7 generated the same error. I attempted to re-install Upate 5 which also failed. Traveling this weekend. I'll get back to my office Tuesday and then attempt with a vm a fresh v15 and v16 to see what happens. Appreciate the thoughts and suggestions.

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Adobe Community Professional ,
Jul 17, 2021 Jul 17, 2021

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Another easy check is to rename your 15 directory in the Roaming > Adobe > FrameMaker directory to something like 15-old. That effectively resets preferences. It might not do anything, but it does rule out one low-percentage problem with little effort.

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Adobe Community Professional ,
Jul 19, 2021 Jul 19, 2021

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Hi,

 

It seems that also others have this issue.
The Adobe engineering team is looking into this issue.

When there are any news, they will post it here.


Best regards


Winfried

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Explorer ,
Sep 30, 2021 Sep 30, 2021

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Well, now is the last day of September and still no solution posted.... unbelievable. 

 

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Adobe Community Professional ,
Sep 30, 2021 Sep 30, 2021

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New Here ,
Sep 30, 2021 Sep 30, 2021

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Hoooo! That worked for me! Thank you!

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Adobe Community Professional ,
Sep 30, 2021 Sep 30, 2021

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From what I can gather, it looks like Adobe has deprecated some feature in their activation servers that the older installer versions still include - so if you reinstall an older release, it no longer can "talk" properly with the new system - thus the manual mucking around.

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Explorer ,
Sep 30, 2021 Sep 30, 2021

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Hey Jeff,

5 Stars for you!

Me and my collegues, looked for a solution for several weeks now. The keyword "Internet Explorer 10"  I never had in mind as Internet Explorer Version 11 had been installed long time ago and the error message asks for updates of Version 11. 

Thanks!!! Your link points to the solution.

quote

From what I can gather, it looks like Adobe has deprecated some feature in their activation servers that the older installer versions still include - so if you reinstall an older release, it no longer can "talk" properly with the new system - thus the manual mucking around.


By @Jeff_Coatsworth

 

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Explorer ,
Jan 13, 2022 Jan 13, 2022

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I am also getting this issue and the suggestions in the document provided in the reply marked "correct" do not work for me.

I am running FrameMaker 15.0.5.838 and get the Update required dialog when I select Help > Updates.

I have two colleagues with the same problem. Are there any other solutions we could try?

cheers, T

 

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Adobe Community Professional ,
Jan 13, 2022 Jan 13, 2022

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Have you tried any of the "in between" updates? 

Perhaps .06 or .07 will install, and then allow you to update to 16.08 from there

 

-Matt

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Adobe Community Professional ,
Jan 13, 2022 Jan 13, 2022

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Which of the 3 solutions they provide on that page have you tried? If none of them worked then you need the FM Support folks' help - see https://helpx.adobe.com/contact/enterprise-support.other.html#framemaker for your Adobe Support options. I'd recommend using the tcssup@adobe.com e-mail address as it reaches a team dedicated to Technical Communication Suite products including FrameMaker.

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Explorer ,
Jan 13, 2022 Jan 13, 2022

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The page seems to be written for somebody who is getting this error trying to install a new copy of FrameMaker, rather than somebody trying to update an existing installation through the Help > Updates menu.

Nevertheless I downloaded AASIapp.exe, checked it was newer than the one already in P7, copied it into the directory, and retried; same error (solution 1)

I edited the registry keys; AASIapp.exe already existed with the expected value, but I added Set-up.exe, and retried; same error (solution 2)

I started to do solution 3: I downloaded setupfx.zip and extracted it. Yes I have a Set-up.exe now but it's not clear what "the one you downloaded in the  previous step" refers to here, and I wasn't prepared to just run the executable to see what happened.

 

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Adobe Community Professional ,
Jan 14, 2022 Jan 14, 2022

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No it also applies to anyone doing updates on older versions - the updates do a "phone-home" action that's no longer supported on Adobe's end. Send the FM folks an e-mail at that address I mentioned.

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