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Uninstalls itself [ Solution: policy setting in Enterprise environment]

Community Beginner ,
Jan 03, 2024 Jan 03, 2024

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Hello, I keep running into an issue with Lightroom CC.

 

For some reason, it keeps uninstalling itself after closing the application. It's fine if I leave it open but after closing the application it silently uninstalls itself without asking for permission. I tends to be 5-15 min after closing the app.

 

I've uninstalled and reinstalled the whole Adobe suite, and I've cleared Caches. I've run the Adobe Cleaner Tool and it persists. None of the other apps after affected by it.

 

I've attached the report from the Console as it doesn't give me a crash report. This is usually what Is posted every time it uninstalls itself. I've narrowed the console search down to Lightroom and Adobe actions.

 

Let me know if you need additional information. Thank You!

 

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correct answers 1 Correct answer

Community Beginner , Jan 09, 2024 Jan 09, 2024

This can be marked as solved, for anyone who might have the issue as well

 

The problem was the Policy setting, though it was correct there must have been a glitch. The solution was simple, take me off the policy and reinstate it again. No issues this time and no more stressing.

Thanks for troubleshooting with me

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LEGEND ,
Jan 03, 2024 Jan 03, 2024

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First up, Adobe no longer calls Lightroom in any form Lightroom CC. So either you have a very old Lr, perhaps back pre subscription, or you just accidentally used an old term out of habit.

 

Currently looking at those two mostly not helpful attachments for a clue. But while I do, perhaps you can accomplish the following:

 

_____________________________________________________________________________________________

Please post your System Information as Lightroom Classic (LrC) reports it. In LrC click on Help, then System Info, then Copy. Paste that information into a reply. Please present all information from first line down to and including Plug-in Info. Info after Plug-in info can be cut out as that is just so much dead space to us non-Techs and it takes up vast amounts of scroll space making the reply less readable and less likely that others will bother with your post.

 

________________________________________________________________________________________________

 

/Followup/ Those attachments look like Apple log files from the MACOS.  But I do see "LightroomClassicCC7" listed at least once, this imply to me that you do have Lightroom Classic, what version? I do not know, that mention CC7 can be found in current LrC  and earlier. But not in say Lr 6.14 (last perpetual Lr)

 

Also, as you are a new member in the community, you will find that you cannot as of yet edit your own posting, that is your first post in this discussion, nor the subject for the post, hence, sorry, you cannot change the subject to state LrC version ?? So you might get other members, should they not pay attention asking for LrC version. It is what it is.

 

The System Info, and inquiry about your use of the Adobe Creative Cloud Desktop App are still important.

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LEGEND ,
Jan 03, 2024 Jan 03, 2024

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Second up, a suspicion/hunch without evidence to back it up.

 

If you do indeed have an Adobe Subscription to the Creative Cloud products, perhaps the Photography Plan, then you have a small Adobe app called the Adobe Creative Cloud Desktop App, a.k.a Adobe Creative Cloud. You would have used it to install the LrC, the PS, etc. And as for my hunch, are you staying signed in, or do you sign out?

 

Some users have very old habits, one being they bring up LrC, then login. This is not the way to do that. You should bring up that Adobe Creative Cloud Desktop App and sign in, and do not sign out. No need to login at the LrC start if that is the condition.

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Community Beginner ,
Jan 03, 2024 Jan 03, 2024

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Hey there, 

 

You are correct in that It is Lightroom Classic. I have an Adobe for Enterprise subscription so I have access to all apps. Adobe Creative Cloud is always running in the background for auto updates and libraries so I don't sign out.

 

As for operation, I have Lightroom in my dock. So I open Lightroom directly. When I'm done I just close out Lightroom as would any other app and then after some time I hear the woosh of the Lightroom icon deleted from the Dock. Lightroom in its entirety is deleted at that point and I have to go back to Creative Cloud to reinstall it again.

here are the system specs.

 

Lightroom Classic version: 13.1 [ 202312111226-41a494e8 ]
License: Creative Cloud
Language setting: en-US
Operating system: Mac OS 14
Version: 14.0.0 [23A344]
Application architecture: arm64
Logical processor count: 10
Processor speed: NA
SqLite Version: 3.36.0
Built-in memory: 32,768.0 MB
Real memory available to Lightroom: 32,768.0 MB
Real memory used by Lightroom: 640.1 MB (1.9%)
Virtual memory used by Lightroom: 408,107.0 MB
Memory cache size: 0.0MB
Internal Camera Raw version: 16.1 [ 1728 ]
Maximum thread count used by Camera Raw: 5
Camera Raw SIMD optimization: SSE2
Camera Raw virtual memory: 0MB / 16383MB (0%)
Camera Raw real memory: 2MB / 32768MB (0%)
Standard Preview Size: 3456 pixels
Displays: 1) 3456x2234

Graphics Processor Info:
Metal: Apple M1 Max
Init State: GPU for Export supported by default
User Preference: Auto

Application folder: /Applications/Adobe Lightroom Classic
Library Path: /Users/avazquez/Pictures/Lightroom/Lightroom Catalog.lrcat
Settings Folder: /Users/avazquez/Library/Application Support/Adobe/Lightroom

Installed Plugins:
1) AdobeStock
2) Aperture/iPhoto Importer Plug-in
3) Flickr
4) Negative Lab Pro v3
5) Nikon Tether Plugin

Config.lua flags: None

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Community Expert ,
Jan 03, 2024 Jan 03, 2024

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quote

I have an Adobe for Enterprise subscription


That's a key detail. I would start with your IT Administrator.

 

There could be a setting or policy in place which is causing your issue.

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Adobe Employee ,
Jan 04, 2024 Jan 04, 2024

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^^^^ This

Rikk Flohr - Customer Advocacy: Adobe Photography Products

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LEGEND ,
Jan 03, 2024 Jan 03, 2024

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As for operation, I have Lightroom in my dock. So I open Lightroom directly. When I'm done I just close out Lightroom as would any other app and then after some time I hear the woosh of the Lightroom icon deleted from the Dock. Lightroom in its entirety is deleted at that point and I have to go back to Creative Cloud to reinstall it again.

So, for some reason a shortcut icon for LrC disappears from your Dock, from your display. That is just the shortcut. When you look at your Apps folder in that MAC, is LrC actually gone?

 

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Community Beginner ,
Jan 03, 2024 Jan 03, 2024

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Yes, it's gone. It even glitches on the Adobe Creative Cloud app showing it's installed but when I click open it gives me the error that it cannot be opened and then promptly disappears from the Installed list. I'm still combing through folders to figure it if there is some old version in the files that is causing it to have issues with Adobe Sync or Manager. 

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LEGEND ,
Jan 03, 2024 Jan 03, 2024

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Try using a different MACOS login, I you do not login as Admin, try the Admin account. If you do login as ADMIN, try creating a new ADMIN account, then use it. If this works, then a account issue could exist on that MAC.

 

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Guide ,
Jan 03, 2024 Jan 03, 2024

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Have you addressed this with your IT manager/Enterprise Subscription Admin?

 

Ken Seals - Nikon Z 9, Z 8, 14mm-800mm. Computer Win 11 Pro, I7-8700K, 64GB, RTX3070TI. Travel machine: 2021 MacBook Pro M1 MAX 64GB. All Adobe apps.

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Community Beginner ,
Jan 05, 2024 Jan 05, 2024

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Thanks for this, IT is looking into it as well. Currently, the policy that is in place is set to all the necessary apps, Lightroom Classic included but it may have glitched out somewhere.  We are going to try resetting the policy and hopefully, it works. If nothing changes I'll reach out again. 

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LEGEND ,
Jan 03, 2024 Jan 03, 2024

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Ah, Adobe Enterprise Plan, yes I overlooked that. Hat tip to KR Seals.

 

So, this computer, is it on a Business network? A network with enforced policy's. One of those policies being approved software installed by the Information Technology Staff. Was this approved software, Did the I.T. staff install it. Did the I.T. staff forget to free up an enforced policy on the LAN that might be removing it? Did the I.T. staff forget a piece of Adobe licensing?

 

 

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Community Beginner ,
Jan 05, 2024 Jan 05, 2024

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Thanks for this, They(IT) are looking into it as well. Currently, the policy that is in place is set to all the necessary apps, Lightroom Classic included but it may have glitched out somewhere.  We are going to try resetting the policy and hopefully, it works. If nothing changes I'll reach out again. 

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Community Beginner ,
Jan 09, 2024 Jan 09, 2024

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This can be marked as solved, for anyone who might have the issue as well

 

The problem was the Policy setting, though it was correct there must have been a glitch. The solution was simple, take me off the policy and reinstate it again. No issues this time and no more stressing.

Thanks for troubleshooting with me

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