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How to solve Error DW030 during CS6 installation (Mavericks)?

New Here ,
Dec 28, 2014 Dec 28, 2014

This computer (running Mac OS 10.10.1) needs a way to install Acrobat from the CS6 DVD.

The CS6 installation went well except for Acrobat, where it gave error DW030. Unfortunately, following the instructions to reboot in Safe Mode deleted the detailed error message.

Running the installer again reports this:

We've encountered the following issues

Installer failed to initialize. Please download Adobe Support Advisor to detect the problem.

Too bad! That page says:

The Adobe Support Advisor has been discontinued

Is there any way to recover from this? Is it safe to delete the whole thing and try again?

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correct answers 1 Correct answer

Community Expert , Jan 11, 2015 Jan 11, 2015

to obviate dvd/drive issues,

1.  copy the installation files to a desktop directory and install from that directory.

2.  if that fails, you can dl the installation file and install using it,

Downloads available:

...
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Community Expert ,
Dec 28, 2014 Dec 28, 2014

use the log files to find the specific problem, Troubleshoot with install logs | CS5, CS5.5, CS6, CC

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New Here ,
Dec 29, 2014 Dec 29, 2014

Thank you. Your message gave the instructions to locate the logs.


Regretfully, the logs do not contain much information that allowed me to identify the source of the problem. The Adobe Tech Notes do not seem to address this "Custom action return code: 65535", and Google search was no more helpful. It would be easy to post the entire log, but this seems to be the important part. Is there something else I might try?

Calling the custom action code for pre-install for payload {AC76BA86-1033-F400-7760-000000000005} Acrobat Professional 10.0.0.0

::START TIMER:: [Pre payload :{AC76BA86-1033-F400-7760-000000000005}]

Custom action return code: 65535

:: END TIMER :: [Pre payload :{AC76BA86-1033-F400-7760-000000000005}] took 0 milliseconds (0 seconds)

[      0] Mon Dec 29 17:36:11 2014 ERROR

DW030: Custom Action for payload {AC76BA86-1033-F400-7760-000000000005} Acrobat Professional 10.0.0.0 returned error. Failing this payload.

[      0] Mon Dec 29 17:36:12 2014  INFO

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Community Expert ,
Dec 30, 2014 Dec 30, 2014

you should search the log file for an 'error'.

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New Here ,
Dec 31, 2014 Dec 31, 2014

That excerpt was the best error in the log. Following is the entire section of the log that contains the error. The content of the log that precedes this is a long inventory of those adobe products installed ("Updating media sources"), but nothing earlier than this contained the word "error" until the section in the earlier posting. To make the log easier to see, I have highlighted all the words with "error".

BEGIN InstallOperationsQueue Ordered operations

  {C346BBCF-A687-4500-BB19-EE9C2D6FF284} Suite Shared Configuration CS6 3.0.0.0:  with operation repair

  {AC76BA86-1033-F400-7760-000000000005} Acrobat Professional 10.0.0.0:  with operation install

  {D8C642B6-A719-4234-8039-2654ED436D2A} CS6 Design and Web Premium 6.0.0.0:  with operation repair

  {E1C48031-9366-427F-AC04-535CEDAAD995} Acrobat X Pro  10.0.0.0:  with operation install

END InstallOperationsQueue Ordered operations

Calling the custom action code for pre-repair for payload {C346BBCF-A687-4500-BB19-EE9C2D6FF284} Suite Shared Configuration CS6 3.0.0.0

::START TIMER:: [Payload Operation :{C346BBCF-A687-4500-BB19-EE9C2D6FF284}]

Initializing the INSTALLDIR with PDB data for payload {C346BBCF-A687-4500-BB19-EE9C2D6FF284}

Located the INSTALLDIR for payload '{C346BBCF-A687-4500-BB19-EE9C2D6FF284} Suite Shared Configuration CS6 3.0.0.0' : '/Library/Application Support/Adobe/ssc'

[       2] Mon Dec 29 17:36:09 2014  INFO

*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*

Installer Operation: PayloadUninstaller

*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*

Session {D8C642B6-A719-4234-8039-2654ED436D2A} modify request for AdobeCode: {D8C642B6-A719-4234-8039-2654ED436D2A}

Effective AdobeCode for: {D8C642B6-A719-4234-8039-2654ED436D2A} is {D8C642B6-A719-4234-8039-2654ED436D2A}

Session includes local copy of payload for repair source

Repair payload source package: /Volumes/CS6 DesWebPrm 1/Adobe CS6 Design and Web Premium/payloads/AdobeDesignWebPremium6-mul/AdobeDesignWebPremium6-mul.dmg

Payload {D8C642B6-A719-4234-8039-2654ED436D2A} CS6 Design and Web Premium 6.0.0.0: Calling ARKEngine from path /Users/eitzmann/Applications/Adobe/OOBE/PDApp/DECore/DE6/resources

[       2] Mon Dec 29 17:36:14 2014  INFO

Beginning installation for payload at /private/tmp/.tempdirgacl32AL/Install.db

Evaluating condition# 1(Seq 3)

Condition failed(Seq 3)

Evaluating condition# 1(Seq 4)

Condition failed(Seq 4)

Completing installation for payload at /private/tmp/.tempdirgacl32AL/Install.db

UninstallDBPath=/Library/Application Support/Adobe/Uninstall/{D8C642B6-A719-4234-8039-2654ED436D2A}.db

Physical payload repair result:0

[       0] Mon Dec 29 17:36:14 2014  INFO

*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=* Operation complete. Setting status: 0 =*=*=*=*=*=*=*=*=*=*=*=*=*

:: END TIMER :: [Payload Operation :{D8C642B6-A719-4234-8039-2654ED436D2A}] took 2328 milliseconds (2.328 seconds) DTR = 134.021 KBPS (0.13088 MBPS)

User specified overrideFile:

The csu inventory was not updated for payload {D8C642B6-A719-4234-8039-2654ED436D2A} CS6 Design and Web Premium 6.0.0.0, value of local var is -1

Calling the custom action code for post-repair for payload {D8C642B6-A719-4234-8039-2654ED436D2A} CS6 Design and Web Premium 6.0.0.0

::START TIMER:: [Post payload :{D8C642B6-A719-4234-8039-2654ED436D2A}]

In PostPayloadReinstallProc

Custom action return code: 0

:: END TIMER :: [Post payload :{D8C642B6-A719-4234-8039-2654ED436D2A}] took 0 milliseconds (0 seconds)

Calling the custom action code for pre-install for payload {E1C48031-9366-427F-AC04-535CEDAAD995} Acrobat X Pro  10.0.0.0

::START TIMER:: [Pre payload :{E1C48031-9366-427F-AC04-535CEDAAD995}]

Custom action return code: 65535

:: END TIMER :: [Pre payload :{E1C48031-9366-427F-AC04-535CEDAAD995}] took 0 milliseconds (0 seconds)

[       0] Mon Dec 29 17:36:14 2014 ERROR

DW030: Custom Action for payload {E1C48031-9366-427F-AC04-535CEDAAD995} Acrobat X Pro  10.0.0.0 returned error. Failing this payload.

[       0] Mon Dec 29 17:36:18 2014  INFO

No operation.  We're done:

Updating driver data - Action: Remove driver entry

Updating driver data successful. Driver entry was added. ARP estimated size 6075927KB

[       0] Mon Dec 29 17:36:20 2014  INFO

Total components installed: 0

Successfully repaired 2 components:

- Suite Shared Configuration CS6

- CS6 Design and Web Premium

Total components removed: 0

[       0] Mon Dec 29 17:36:20 2014 ERROR

DW050: The following payload errors were found during install:

DW050:  - Acrobat Professional: Install failed

DW050:  - Acrobat X Pro : Install failed

[       0] Mon Dec 29 17:36:20 2014  INFO

Call PostSession Custom Hook

::START TIMER:: [Post session :{D8C642B6-A719-4234-8039-2654ED436D2A}]

In ReinstallSessionCloseProc

CS6 Suites Custom hook: Adobe Flash Builder 4.6 :

CS6 Suites Custom hook: Adobe Flash Builder 4.6 :Successfully retreived the mediaSignature: {D8C642B6-A719-4234-8039-2654ED436D2A}

CS6 Suites Custom hook: Adobe Flash Builder 4.6 :Successfully retreived the installLanguage: en_US

CS6 Suites Custom hook: Adobe Flash Builder 4.6 :Getting payloads from pdb.db

CS6 Suites Custom hook: Adobe Flash Builder 4.6 :Opened PCD session

CS6 Suites Custom hook: Adobe Flash Builder 4.6 :Retreived the path to Application xml: /Library/Application Support/Adobe/Adobe Creative Suite 6 Design and Web Premium/AMT/application.xml

CS6 Suites Custom hook: Adobe Flash Builder 4.6 :Update to PCF client is successful!

CS6 Suites Custom hook: Adobe Flash Builder 4.6 :Succesfully retrieved the LEID of the Driver Payload

CS6 Suites Custom hook: Adobe Flash Builder 4.6 :iterating through the payload_data table to retreive the matching payload family, name and version for Adobe Flash Builder 4.6

CS6 Suites Custom hook: Successfully Updated PCFClientFile and cache.db for Adobe Flash Builder 4.6

CS6 Suites Custom hook: Acrobat X Pro :

CS6 Suites Custom hook: Acrobat X Pro :Successfully retreived the mediaSignature: {D8C642B6-A719-4234-8039-2654ED436D2A}

CS6 Suites Custom hook: Acrobat X Pro :Successfully retreived the installLanguage: en_US

CS6 Suites Custom hook: Acrobat X Pro :Getting payloads from pdb.db

CS6 Suites Custom hook: Acrobat X Pro :Opened PCD session

CS6 Suites Custom hook: Acrobat X Pro :Retreived the path to Application xml: /Library/Application Support/Adobe/Adobe Creative Suite 6 Design and Web Premium/AMT/application.xml

CS6 Suites Custom hook: Acrobat X Pro :Update to PCF client is successful!

CS6 Suites Custom hook: Acrobat X Pro :Succesfully retrieved the LEID of the Driver Payload

CS6 Suites Custom hook: Acrobat X Pro :iterating through the payload_data table to retreive the matching payload family, name and version for Acrobat X Pro

CS6 Suites Custom hook: Successfully Updated PCFClientFile and cache.db for Acrobat Professional 10.0

Custom action return code: 0

:: END TIMER :: [Post session :{D8C642B6-A719-4234-8039-2654ED436D2A}] took 15 milliseconds (0.015 seconds) DTR = 266.667 KBPS (0.260417 MBPS)

:: END TIMER :: [Total Timer] took 22923 milliseconds (22.923 seconds) DTR = 98.0674 KBPS (0.095769 MBPS)

-------------------------------------- Summary --------------------------------------

- 0 fatal error(s), 4 error(s), 0 warning(s)

----------- Payload: {AC76BA86-1033-F400-7760-000000000005} Acrobat Professional 10.0.0.0 -----------

ERROR: DW030: Custom Action for payload {AC76BA86-1033-F400-7760-000000000005} Acrobat Professional 10.0.0.0 returned error. Failing this payload.

----------- Payload: {E1C48031-9366-427F-AC04-535CEDAAD995} Acrobat X Pro  10.0.0.0 -----------

ERROR: DW030: Custom Action for payload {E1C48031-9366-427F-AC04-535CEDAAD995} Acrobat X Pro  10.0.0.0 returned error. Failing this payload.

ERROR: DW050: The following payload errors were found during install:

ERROR: DW050:  - Acrobat Professional: Install failed

ERROR: DW050:  - Acrobat X Pro : Install failed

Please search the above error/warning string(s) to find when the error occurred.

These errors resulted in installer Exit Code mentioned below.

-------------------------------------------------------------------------------------

[       0] Mon Dec 29 17:36:21 2014  INFO

Exit Code: 6 - Silent workflow completed with errors.

Please see specific errors and warnings for troubleshooting. For example, ERROR: DW030, DW050 ...

*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*

END - Installer Session

*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*

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Community Expert ,
Dec 31, 2014 Dec 31, 2014

uninstall cs6, clean (Use the CC Cleaner Tool to solve installation problems | CC, CS3-CS6) then try installing.

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New Here ,
Jan 11, 2015 Jan 11, 2015

I am grateful for your repeated help.

There must be some kind of problem with Acrobat X installation. Not only did I follow your steps, I tried it on a new Mac as the very first software to be installed. The installation ran immediately after logging in the first time, on Mavericks and Yosemite. The installation failed the same way.

Maybe I have a bad DVD.

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Community Expert ,
Jan 11, 2015 Jan 11, 2015

to obviate dvd/drive issues,

1.  copy the installation files to a desktop directory and install from that directory.

2.  if that fails, you can dl the installation file and install using it,

Downloads available:

Download and installation help for Adobe links

Download and installation help for Prodesigntools links are listed on most linked pages.  They are critical; especially steps 1, 2 and 3.  If you click a link that does not have those steps listed, open a second window using the Lightroom 3 link to see those 'Important Instructions'.

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New Here ,
Jan 12, 2015 Jan 12, 2015

What an ordeal!

These work:

  • Downloaded CS6 on Yosemite, installed as the very first piece of software
  • Adobe Acrobat XI on just about anything, regardless of whether installed prior to or following other software

These do not work:

  • DVD CS6 on Yosemite, even when installed first
  • Downloaded CS6 on Yosemite when other software installed first

Thank you for your help along the way, kglad. No thanks to bad diagnostics on Adobe installers.

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Community Expert ,
Jan 13, 2015 Jan 13, 2015
LATEST

you're welcome.

glad you got that sorted.

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