Overview

This document lists the details and possible debugging steps for the various errors that you may encounter while:

  • Installing Adobe Creative Cloud desktop app or Adobe Setup Utility
  • Installing or uninstalling apps or updates packaged using Creative Cloud Packager

To understand how to locate the resolution or workaround of your errors in this document, see Diagnosing the error.

Diagnosing the error

Diagnosing the installation errors

Installing a package is a 3-step process:

  1. Installing Adobe Creative Cloud desktop app or (if Adobe Creative Cloud desktop app is disabled) Adobe Setup Utility app (even if Adobe Creative Cloud desktop app is blocked, Adobe Setup Utility is installed)
  2. Installation of 
    1. Main products that you have selected to install 
    2. Products that can be deployed without their base versions. You can identify such apps with the icon ().  For a list of such applications, see Applications that can be deployed without their base versions.

            
  3. Installation of updates for the apps

Similarly, when you have encountered an installation error, diagnose and address it in the following 3-step sequence:

 

Note:

MSI error code 1603, which is found in the MSI logs, is a generic code from which the exact package-deployment error cannot be ascertained. In case of the error 1603, to find the root cause of the package-deployment failure, follow the steps of diagnosis as explained in the below table.

Note:

The return code 33 (nothing to un-install) returned by the Adobe installer process means the product is not installed and hence there is nothing to uninstall. In case of error 33, ingore the error message and follow the below steps of diagnosis to find the root cause of the issue.

  Diagnosis step Indication of this type of error Resolution
1 Check if the error has occurred while installing Adobe Creative Cloud desktop app/Adobe Setup Utility

Check the PDApp log for the following string:

"Stopping the installation process."

If found, then look for the following string accompanying the above string:

"The Bootstrapper Process return code is (XX).

For a resolution, check this document for the relevant error code under Common Bootstrapper error codes
2 Check if the error has occurred while installing the products

Check the PDApp log for the following string:
"Stopping the installation process."

If found, then look for the following string accompanying the above string:

"The return code from the Adobe Installer Process is (XX)."

OR

"Product Media (XXXX, XX.X) installation failed..." 

 

 

If  the error code is 6 or 7, the product-specific installer log displays the name of the product for which the installation has failed.

For error codes apart from 6 and 7, check this document for the relevant error code under Product installation error\exit codes.

 

For Applications that can be deployed without their base versions, installer logs are not created separately. The log information is available in the PDApp log itself. 

3 Check if the error has occurred while installing updates to the products

The PDApp.log file displays that the updates have failed, such as: "7 out of 10 updates are applied", which means updates for 3 apps have failed.

In this scenario, the package
does not fail, but the PDApp log displays the number of updates that have failed.

Ensure that the apps to which you are applying the updates are (1) installed and (2) not running when you are trying to apply the updates.

Diagnosing the uninstallation errors

Apart from the app installation and update errors, you could encounter errors while uninstalling the apps. See the Product uninstallation errors for more information on diagnosing and fixing the errors.

Analyzing the logs

Analyze the Creative Cloud PDapp log

The PDApp.log provides a high-level indication of errors that may have occurred during installation, un-installation and app updates. For more information on the cause and possible resolutions see the logs mentioned in this document.

  1. Navigate to the PDapp.log file in one of the following folders:

    Platform

    Logged in deployment

    Logged out deployment

    Win

    %temp%

    C:\Windows\Temp

    Mac

    ~/Library/Logs

    /private/var/root/Library/Logs

    Note:

    The folders are hidden by default. If necessary, use Folder Options (Windows) or Terminal (Mac OS) to show hidden files.

  2. Open PDapp.log in a text editor such as WordPad (Windows) or TextEdit (Mac OS).

    PDapp.log records installation attempts sequentially. Each line in the log starts with a date and time stamp, which indicates when the installation was attempted. Each attempt starts with a Build Version number.

    Note:

    While checking the PDApp log, always look at the entry at the bottom, as the most recent entry is appended to the bottom of the log. The previous entries are about previous issues, which you may already have resolved. If you can’t determine which build attempt is the most recent, delete PDapp.log and run the installer again.

If the error log entry looks like the following, "The Bootstrapper Process return code is (XX). Stopping the installation process." The error has occurred while installing Adobe Creative Cloud desktop app/Adobe Setup Utility. In such a case, for more details on errors, their causes, and their recommended workarounds and fixes, see the Common Bootstrapper error codes.

Common Bootstrapper error codes

Following is a sample Adobe Creative Cloud desktop app/ Adobe Setup Utility installation error as displayed in the PDApp log.

12/04/15 05:41:38:850 | [WARN] |  | ASU | DeploymentManager | DeploymentManager |  |  | 5044 | The Bootstrapper Process return code is (42).Stopping the installation process.

Error code

Recommendation

Root cause (s)

-1

Launch in admin mode.

Not launched in admin mode.

1

This is a generic error. See the PDApp.log for more details on specific error instance.  Since this is a generic error, the PDApp.log specifies the cause of the specific error instance.

 

62

Rename the PDApp folder in client machine and then try installing package.

Corruption in installed Adobe Setup Utility.

pim SQLite database initialization error

50

Close all Adobe process on client machine and then try installing again.

If this doesn’t resolve problem, rename PDApp folder and then try installing.

The system is unable to back up the existing assets while installing. 

81

Close all adobe processes, rename PDApp folder.

Another adobe installer is running.

 

82

Close all adobe processes and rename the PDApp folder.

AAM is running.

1001 Check permissions of package (for every folder / file). Permissions issue with  package

Otherwise, if the error log entry looks like the following:

"The return code from the Adobe Installer Process is (XX). Stopping the installation process.

-OR-

"Product Media (XXXX,XX.X) installation failed..."

Then, the error has occurred while installing the products. 

Product installation error/exit codes

Following is a sample installation error as displayed in the PDApp log.

The boldfaced part of the log shows that:

  • Media (app installation) that failed was Dreamweaver in example 1 and Illustrator in example 2
  • The package will be uninstalled.

Example 1:

12/04/15 04:45:50:991 | [FATAL] |  | ASU | DeploymentManager | DeploymentManager |  |  | 3316 | The return code from the Adobe Installer Process is (XX).Stopping the installation process

12/04/15 04:45:50:991 | [ERROR] |  | ASU | DeploymentManager | DeploymentManager |  |  | 3316 | Media Failed (DRWV16.0.0en_US)
12/04/15 04:45:50:991 | [INFO] |  | ASU | DeploymentManager | DeploymentManager |  |  | 3316 | Starting to clean the partially installed payloads.

Example 2: 

06/08/16 01:27:05:278 | [ERROR] |  | ASU | DeploymentManager | HDPIMWrapper |  |  | 3512 | Failed to deploy HD media (ILST, 20.0.0), library returned error (103)...06/08/16 01:27:05:278 | [ERROR] |  | ASU | DeploymentManager | DeploymentManager |  |  | 3512 | Product Media (ILST, 20.0.0) installation failed ... 

In such a case, if the code is 6 or 7, see product-specific error codes. Otherwise, see Product installation error\exit codes for details in the following table:

String displayed with Exit code

Exit code

Possible Resolution

Unable to parse command line.

 1

Ensure that you have passed the command-line arguments properly.

Silent workflow completed with errors.

6

Some required component has failed.

Look up for the error in installer logs for specific reason.

Unable to complete Silent

7

Some critical component has failed.

Look up for the error in installer logs for specific reason.

Unsupported OS version

9

Verify that the OS version is supported

Unsupported file system.

10

System (/Applications), User (~), Installer location - must not lie on a case

sensitive file system.

Another instance running, Only a single instance can be run at a time.

11

a) Quit any other running instance of Adobe application manager

b) Try rebooting the machine

Failed due to insufficient privileges.

14

ensure that installer is run in admin mode

Media DB Sync failed.

15

It is failing to merge installer media db to local media db.

a) Ensure that installer any of these database are not corrupt(db size is non zero)

b) Update OS

c) Reboot and retry

d) Check permissions on local media db

e) Use cleaner tool to remove old installations

Failed to load deployment file.

16

 

Adobe Application Manager Bootstrap Failed.

18

 

Conflicting processes running.

19

a) close all the conflicting processes

b) reboot and retry

install source path does not exist.

20

a) ensure that installer is not corrupt

(Media db is present in payloads folder)

b) make a local copy of installer and then retry,

as may appear in case of network access problem

INSTALLDIR check failed.

22

Select a different Install location

System requirement check failed for some payload.

23

Ensure that system requirements are met

Installer exceeding MAX_PATH limit.

25

Try installing on a short path

Some of the payloads cannot be located. Please verify your installer.

26

a) If AAMEE case - try recreating installer package, to ensure that all

payloads are present in the payloads folder

b) If running from Media – try making a local copy of installer and retry

(disk might not be accessible)

c) Installer might be corrupt, try downloading a fresh copy of installer

d) Multi disk case - ensure that you have copied all payloads from disc 2 to local copy of disc 1

The base product is not installed.

28

This patch can be run only if the base product is installed on the machine,

please install the base product first.

The base product has been moved.

29

 

Installation done with errors due to low disk space.

30

Free some space for required components to get installed

Installation failed due to low disk space.

31

Free space from selected install location and ensure there is sufficient space on the system volume also, for the critical components to get installed successfully.

The patch is already applied.

32

a) Product is up to date, so the patch cannot be run. 

b) To resolve any issue related to updater inventory, reinstall the product and then try running the patch again.

Payload information not found in Media_db.

34

AdobeCS6_PR_HotFixV1

Some of the installer files are missing or invalid.

35

 

Another MSI installation is already in progress.

(Win only, if any other msi in progress)

36

a) Let another msi installation to complete first
b) Reboot and retry

Validation failed. (Binary in the package may have got corrupt.)

37

Create the package again.

ARP Entry creation failed.

39

Try rebooting the machine and retry

Oops! A catastrophic error has occurred.

9999

 

hdpim.db Database read/write error

105

If this error code appears while installing, retry installing package:

Database read/write error (corrupted installation/bad permissions).

If the issue persists, contact customer support.  

Conflicting process is Running

131

Check the error log for name of the conflicting process. Close
the conflicting Process and retry.

Package signature check failed.

128

Package seems to be corrupt. Create the package again and retry. 

Low disk space on user's machine  133 Free up disk space and retry deploying the package

Generic install error

136

Unable to install the product. Try reinstalling.

System low on memory, memory allocation failed

138

Product installation is failing because the system is low on memory. 

Close some apps, restart, and then retry installing.

No permission inside install directory

140

Installation of the product is failing due to lack of permission on the selected location.

Fix the permission issue or select another install location.

Path of source file inside package zip does not exist

143

Unable to copy the file. 
Check permissions and then retry installing.

One or more files on users machine are locked by some other process.  146 Restart and retry deploying the package.

Unable to copy file during install/uninstall

147

Unable to copy the file. Check permissions and retry.

Analyze the product-specific logs

  1. Navigate to the log files in the relevant folder:

    • Windows 32 bit: \Program Files\Common Files\Adobe\Installers\
    • Windows 64 bit: \Program Files(x86)\Common Files\Adobe\Installers
    • Mac OS: /Library/Logs/Adobe/Installers/

    The log filename includes the product name and install date, followed with ".log.gz." The extension .gz indicates a compressed format. 

    Note:

    The following folders are hidden by default. If necessary, use Folder Options (Windows) or Terminal (Mac OS) to show hidden files.

  2. Use a decompression utility such as Winzip or StuffIt to decompress the .gz file. Once uncompressed, the log file is a plain text file.

  3. Open the .log file using WordPad (Windows) or TextEdit (Mac OS).

    Note:

    By default, log files open in Console on Mac OS. Select all the text by pressing Command+A, and then copy and paste it into a text editor before continuing.

  4. Scroll to the bottom of the log. Look in the --- Summary --- section for lines that start with ERROR: or FATAL and indicate a failure during the installation process.

    Note:

    Sections marked "Warning" are not indicative of a failure; you can ignore them.

    Important: Some entries that start with ERROR or FATAL are not actionable error messages. Some ERROR and FATAL messages only indicate the component that failed, and not what caused the failure. See Informational ERROR and FATAL entries


    There could be multiple errors. Error messages look like the following:

    ERROR: 1 Error rolling back command ARKCreateDirectoryCommand
    ERROR: 2 Unable to create directory "E:ProgramFilesAdobeAdobe Contribute CC"

Informational Error and FATAL entries

The following entries for Windows users indicate that 64-bit components could not be installed and can be ignored on a 32-bit system:

  • ERROR: The payload with AdobeCode: {1E0B4F40-6DC4-4C09-B889-F595D34B4B86} has required dependency on:
  • ERROR: Family: CoreTech 
  • ERROR: ProductName: Adobe Player for Embedding x64 
  • ERROR: MinVersion: 0.0.0.0 
  • ERROR: This dependency is not satisfied, because this payload is x64 and is not supported on this machine.

The following entries indicate that an installation component has failed, but do not indicate the cause of the failure. You can ignore entries similar to the following:

  • ERROR: Removing this dependency from list. Product may function improperly. 
  • ERROR: - AdobeColorJA CC: Install failed 
  • ERROR: - Adobe ReviewPanel CC: Install failed 
  • ERROR: - Photoshop Camera Raw (64 bit): Install failed 
  • ERROR: - Adobe Photoshop CC Core_x64: Failed due to Language Pack installation failure

Analyzing the Creative Cloud PDApp log for uninstallation failure 

When you try to uninstall apps, you may encounter an error. 

Note:

If no apps are installed by the package and you try to uninstall apps, you may get an error. In such a case, ignore the error.

Sample uninstallation error

The return code from the Adobe Installer Process is (16).Stopping the uninstallation process.

Example string in PDApp error log

12/04/15 04:45:53:830 | [FATAL] | | ASU | DeploymentManager | DeploymentManager |  |  |3316 | The return code from the Adobe Installer Process is (16).Stopping the uninstallation process. Here are details of return code while product installation/uninstallation failures

Common error/exit codes

String displayed with Exit code

Exit code

Possible Resolution

Occurrence

User canceled out of install/uninstall/reinstall.

24

 

User may have canceled the uninstallation process.

The product is not installed, cannot uninstall.

33

A) You are trying to uninstall a product that is currently not installed. 

B) In case only ARP entry is present, try reinstalling the product and then uninstall.

Generally this error is reported by the end user of the apps.
Uninstallation failed due to unknown reason 135
Retry uninstalling   

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