EX11 error when updating or installing Creative Cloud apps
Issue: EX11 error when installing Creative Cloud apps
When installing or updating Creative Cloud Creative applications the error, "Installation Failed. Unable to extract to temp directory. Please contact customer support.(EX11)," occurs.
This error indicates that the download of the installation files was successful. Unfortunately while trying to save the downloaded files an error occurred. It can be due to insufficient file permissions or disk space available.
1. Verify sufficient disk space
2. User account name under 12 characters
Verify that the current User account name does not contain more than 12 characters. If the file path for the temp directory User account name contains more than 12 characters, then the update or installation package can fail.
3. Verify correct file permission
Verify that the current User account has permissions to modify and write to the temp directory. Attempt to download and install the update or application in a new user account.
- Install or run Adobe applications in new user account | Mac OS X
- Troubleshoot unexpected behavior | User account-specific | Adobe software | Windows 7, Vista
If a newly created Local administrator account resolves the error, then verify the file permissions for the temp directory under the previously used User account. Details on how to verify that file permissions can be found in solution 2 of Error "Exit 6" or "Exit 7" | Install log | Read, write, system file errors | CS5, CS5.5.