Having trouble while installing Creative Cloud app extensions or plugins? Quickly find solutions to some common errors that you might encounter during installation.
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Received an error code with your message? Find solution for your error code.

Previously acquired plugins not showing in Creative Cloud desktop app

If the Adobe Exchange website shows your acquired plugins, but they don't show in the Creative Cloud desktop app, follow these steps. (First ensure that you are online.)

  1. Open the Creative Cloud desktop app (if it's not opened already).

  2. Select Help > Check for updates.

    Check for updates

    Once the Creative Cloud desktop app finishes loading, your acquired plugins or extensions show up in the Marketplace tab.

Previously installed plugins missing or showing as disabled after updating app

You recently updated to a major version of your Creative Cloud app from the Creative Cloud desktop app and removed the previous version of your app. But your installed plugin seems to be missing in the Creative Cloud app, and the Creative Cloud desktop app shows the plugin as disabled.

Plugin shows as missing or disabled

How to fix this issue

Try the following solutions in the given order. If a previous solution doesn't work, try the next one.

  1. Go to Marketplace > Manage plugins in the Creative Cloud desktop app.

    Select Manage plugins

    You see a list of your installed plugins.

  2. Select the More actions icon  below the plugin name.

    Select the More actions icon
  3. Select Uninstall to uninstall the plugin.

  4. Once the plugin uninstalls, select Install below the plugin name.

  5. On successful installation, relaunch your Creative Cloud application.

    The plugin becomes available both within the app and the Creative Cloud desktop app.

  1. Close all your Creative Cloud applications.

  2. Download the Creative Cloud desktop app for your operating system.

    Windows

    macOS

  3. Follow the onscreen instructions to complete the install.

  4. Once the Creative Cloud desktop app installs, relaunch the Creative Cloud application.

    The plugin becomes available both within the app and the Creative Cloud desktop app.

Find solution for your error code

Find your error code in the following table and follow the given solutions.

Creative Cloud desktop app extensions or plugin errors

Error code Error message or description How to fix the error

-1

Unknown Error

Quit the Creative Cloud desktop app and the installed app. Then, relaunch the Creative Cloud desktop app and try installing the extension or plugin again.
-2 File System Error

The file system errors are usually permission errors or are related to disk space. Free some space on the disk. Then, relaunch the Creative Cloud desktop app and try installing the extension or plugin again.

If this doesn't work, quit the Creative Cloud desktop app and the installed app. Then try installing the extension or plugin again.

-3

Extraction failure

Error -3 indicates that the compressed plugin file is corrupt, is missing one of the plugin files, or has run out of disk space.

Free some space on the disk. Quit the Creative Cloud desktop app and the installed app. Relaunch the Creative Cloud desktop app and try installing the extension or plugin again.

-4

Manifest Parse failure

Quit the Creative Cloud desktop app and the installed app. Then, relaunch the Creative Cloud desktop app and try installing the extension or plugin again.

-5

Internal parsing failure

Quit the Creative Cloud desktop app and the installed app. Then, relaunch the Creative Cloud desktop app and try installing the extension or plugin again.

-6

Plugin not compatible

Error code -6 indicates that the downloaded plugin is not compatible with any of the installed apps. An extension or plugin installed on Adobe Exchange does not get added to your Creative Cloud app if the app version is not compatible with the extension. Similarly, if you update your app and it is no longer compatible with the extension or plugin, they won't appear in the app. 

Install a compatible app, and quit the Creative Cloud desktop app and the installed app. Then, relaunch the Creative Cloud desktop app and try installing the extension or plugin again.

-7

Download failure

Make sure that both Adobe Exchange and Creative Cloud have the same user accounts. Install the compatible Creative Cloud application before installing the extensions or plugins. Once the application is installed, try installing the extension or plugin again. 

-8

No Internet connection

Check the Internet connection, and quit the Creative Cloud desktop app and the installed app. Then, relaunch the Creative Cloud desktop app and try installing the extension or plugin again.

-9
Connection timeout
Check the Internet connection, and quit the Creative Cloud desktop app and the installed app. Then, relaunch the Creative Cloud desktop app and try installing the extension or plugin again.

-10

Invalid extension

Quit the Creative Cloud desktop app and the installed app. Then, relaunch the Creative Cloud desktop app and try installing the extension or plugin again.

-11

Database update failure

Quit the Creative Cloud desktop app and the installed app. Then, relaunch the Creative Cloud desktop app and try installing the extension or plugin again.

-12

Task canceled

Quit the Creative Cloud desktop app and the installed app. Then, relaunch the Creative Cloud desktop app and try installing the extension or plugin again.
-13 User canceled the operation Quit the Creative Cloud desktop app and the installed app. Then, relaunch the Creative Cloud desktop app and try installing the extension or plugin again.
-14

The application is running but not responsive

Quit the Creative Cloud desktop app and the installed app. Then, relaunch the Creative Cloud desktop app and try installing the extension or plugin again.
-15 Application not reachable Quit the Creative Cloud desktop app and the installed app. Then, relaunch the Creative Cloud desktop app and try installing the extension or plugin again.

ExManCmd errors

Error code Error message or description How to fix the error
-175 The Add-on failed to install: It requires escalated privileges. 

This error occurs if you do not have administrator access to install applications on your computer, or if you select No or Cancel when prompted to enter an administrator password. To fix this error, you need to enter the administrator password if it is requested during installation.

Try to install the extension or plugin again. Go to Creative Cloud Marketplace, find the extension, and if it is installed, select Uninstall. Wait for two minutes for the removal to complete, then select Install. Select the notification message when it appears. Enter your administrator password if prompted, and select Yes in the notification dialog.

-192 Extension Manager init failed, status = -192!

Your version of the Creative Cloud desktop app is incompatible with the ExMan Command Tool. Please update your Creative Cloud app and try again.

Update to the latest version of the Creative Cloud desktop app and then try to install your extension or plugin.
-201

The Add-on <addon-name> failed to install. Make sure that the Add-on is valid and downloaded.

Failed to unpack the ZXP file.

Quit the compatible Creative Cloud applications that are running. Try installing the extension or plugin again. 
-402 Failed signature verification. Re-sign the ZXP file, using the latest "ZXPSignCmd" tool. Quit the compatible Creative Cloud applications that are running. Try installing the extension or plugin again. 
-403, -411 Compatible Creative Cloud app not found. Install a compatible version of the Creative Cloud application before installing the extension. Once the application is installed, try installing the extension again
-407, -408 Another Add-on required by this one is not installed or enabled.

Check which extensions or plugins must be installed first by reading the description of the extension or plugin you are trying to install. Install the required extension or plugin first, and then reinstall the one you were trying to install.
-412 An Add-on with the same name is already installed. Check that the extension or plugin you have already installed is the one you want. If it is a different product with the same name and you want the one available through Creative Cloud Marketplace, you must uninstall the one that is currently installed. Then reinstall the extension or plugin through Creative Cloud Marketplace.
-418 A newer version of this Add-on is already installed. If you want the specific version being offered through Creative Cloud Marketplace, you must remove the newer version that you have previously installed. Then reinstall the older version through Creative Cloud MarketPlace. Go to Plugins in Creative Cloud Marketplace, find the extension or plugin, and if it is already installed, select Uninstall. Wait two minutes for the removal to complete, then select Install.
-456

Case 1: The Add-on requires the relevant Creative Cloud apps to be closed to complete the installation/update. 

Case 2: The Add-on requires its compatible Adobe application to be closed to complete the installation/update.

Quit the compatible Creative Cloud applications that are running. Then, try installing/updating the extension or plugin again. 
-458 None of the required Adobe applications have been installed.

An extension or plugin installed on Adobe Exchange does not get added to your Creative Cloud app if the app version is not compatible with the extension or plugin . Similarly, if you update your app and it is no longer compatible with the extension or plugin, they won't appear in the app.

Install at least one compatible Creative Cloud application that supports this extension (plugin or add-on), and then try installing the extension or plugin again. 

-459 Installation failed because it is incompatible with installed Adobe applications.

An extension or plugin installed on Adobe Exchange does not get added to your Creative Cloud app if the app version is not compatible with the extension or plugin. Similarly, if you update your app and it is no longer compatible with the extension or plugin, they won't appear in the app.

Install at least one compatible Creative Cloud application that supports this extension (plugin or add-on), and then try installing the extension or plugin again. 

-1xx (-151 to -191) There was a file operation error when installing this Add-on. The extension or plugin is corrupted. Try installing it again. 
-2xx (-251 to -278) There was a file operation error when installing this Add-on. The extension or plugin is corrupted. Try installing it again. 
-5xx (-500 to -513) Failed to update the database. The extension or plugin is corrupted. Try installing it again. 
-602 License check fail  The extension or plugin installation is tried with administrator privileges. Try installing the extension or plugin again without administrator privileges.
-6xx (-601, -602, -603, -604, -651, -652, -653) Failed to validate the license online. The extension or plugin is corrupted. Try installing it again. 

Still facing issues?

Share log files of the installation with Adobe Customer Care so we can help diagnose the issue.

  1. Create an empty file named ExManCoreLibLog.YES (with .YES extension, not .txt extension) in the following location:

    • Win: C:\Users\<user name>\AppData\Roaming\Adobe\UPI\Log\
    • Mac: /Users/<user name>/Library/Application Support/Adobe/UPI/Log/
  2. Create an empty file named asu.trace (with .trace extension, not .txt extension) in the following location.

    • Win: C:\Users\***\AppData\Local\Temp
    • Mac: /Users/***/Library/Logs
  3. Open the Creative Cloud desktop app (select the  icon in the Windows taskbar or the macOS menu bar).

  4. Try to install the extension or plugin again using Creative Cloud Marketplace.

  5. Email asupport@adobe.com with the EMCL.log and ACC.log log files.