Substance Painter updates with Auto Update disabled

[Ed30369153bvbr]

I have Adobe Substance 3D Painter installed and on version 8.3.0. I have auto updates disabled in Adobe CC but Painter keeps updating to 8.3.1 which I can't use as my project needs the previous version. 

I get no warning or option not to update, it's just done it without me knowing sometimes causing me to create projects in the newer version which then can't be used by anyone else on the team. 

I saw that there is an auto update option in Painters setting but that does not exist for me and maybe it has been removed. 

I am out of ideas about what to do. 

[Ed30369153bvbr]

Not sure is someone from Adobe can answer this for me?

[Cyril Dellenbach]

Hi @Ed30369153bvbr,

and thanks for your patience.

Is the issue only appearing with Substance 3D Painter or also other apps from the Creative Cloud? As a 3D artist, I can only advise you to make sure the Substance 3D Painter app is not in the Auto-Update list (Preferences>App), which you apparently already did.

Therefore, I'll move this conversation to the Download & Install community where my colleagues will give you a better help than I would.

Have a nice day.

[kglad]

in substance 3d, disable edit>preferences>check for updates.

[Ed30369153bvbr]

That setting does not exist for me in Substance 3D Painter

[kglad]

did you purchase via steam?

[Ed30369153bvbr]

No

[kglad]

you can see if adobe support has any insight. there are 2 ways to contact adobe; chat and twitter:

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...

[Ruchika Wadhawan]

Hi @Ed30369153bvbr Could you share the screenshot of the Preferences Settings -> Apps section. You can open the Preferences from the account avatar drop down.

Regards,
Ruchika Wadhawan

[Ed30369153bvbr]

[Ruchika Wadhawan]

Are you able to turn on the Auto update option? If not, could you navigate to the following location on your machine and check if any ServiceConfig.xml file is present on the system:

Win: C:\Program Files (x86)\Common Files\Adobe\OOBE\configs

Mac: /Library/Application Support/Adobe/OOBE/configs (This is system Library location and not user Library)

If the file exists, please see if Apps Auto update is enabled or not.

[Ed30369153bvbr]

I can turn the Auto Update option On, yes. But I wan't it off. I can turn it on and then turn it off for Substance Painter but it still updates.

Seems set to true. Can I change to false manually here to fix this?

[Ruchika Wadhawan]

Could you share the Creative Cloud logs using Log collector tool. That would help us to better investigate this.

[Ed30369153bvbr]

Is uploading via the tool ok?

[Ruchika Wadhawan]

Yes, that should be okay. You can share the file reference name so we can fetch it from the portal.

[Ed30369153bvbr]

AdobeLogs_20230626_125641_717-win-GS.zxp

[Ruchika Wadhawan]

Hi @Ed30369153bvbr 

We investigated the logs and did not find any instance of update being triggered. Could you download the attached file and rename it as asu.trace (ensure that the extension of this file is .trace instead of .txt) and place it at %temp% folder. This will help us in gathering the debug level logs.

Thereafter, kill "Creative Cloud.exe" and "Adobe Desktop Service.exe (Creative Cloud Core Service)" from task manager. Relaunch Creative cloud and check if update is still being applied with auto update option disabled in preferences settings. If so, please collect and share the logs again.

[Ed30369153bvbr]

I followed teh above steps and Substance Painte just Auto Updated again so I collected and shared the log again
AdobeLogs_20230706_013635_641-win-GS.zxp

[Ed30369153bvbr]

Also. Its quite strange but when it auto updates, Creative Cloud still thinks that I am on the old version so I have to quit and restart it so that I can instal the older version again. I would have thought that if CC was pushing the update then it would know that it was updated?

[Ed30369153bvbr]

I guess this is just broken with no fix?

[kglad]

@Ed30369153bvbr 

did you contact adobe support per my suggestion?

[Gurdeep.Singh]

Hi @Ed30369153bvbr 

Can you please share your details with me in Private, I can check and see if we can schedule a call and work on this issue

CC @Ruchika Wadhawan