Fix common installation issues with Creative Cloud app extensions or plugins

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.

Marketplace tab doesn't show in Creative Cloud desktop app

If you don't see the Marketplace tab in the Creative Cloud desktop app, it's likely that you are using Windows 10 on ARM. We are working to ensure plug-in support for Windows computers that use ARM processors. In the meantime, we recommend that you install and run your plug-ins on Windows computers that use Intel processors.

Cannot install Adobe XD plugins from Marketplace

Your Adobe XD plugins can only be installed from the Marketplace tab in the Creative Cloud desktop app. If you don't have the latest version of Adobe XD and try to install an XD plugin, you get the following error message:

Install the latest version of Adobe XD

Try this first

  1. Open the Creative Cloud desktop app. (Select the  icon in your Windows taskbar or the macOS menu bar.)

  2. Go to the Apps tab, and select Updates.

  3. Select Update next to Adobe XD.

  4. Once you have the latest version of Adobe XD, try to install your plugin again. 

    If you still can't install your plugin, follow the next steps.

Still having trouble?

  1. Ensure that you have installed the latest version of the Creative Cloud desktop app.

  2. Restart your computer.

  3. Open the Creative Cloud desktop app and Adobe XD. 

  4. Try to install your plugin again from the Marketplace tab in the Creative Cloud desktop app

Fix error "Something went wrong. You might not see all of your plugins."

It might happen that the Adobe Exchange website shows your acquired plugins, but they don't show in the Creative Cloud desktop app. In this case, you get the following error message: "Something went wrong. You might not see all of your plugins."

You can fix this issue with the following steps:

  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.

Prompted to open app in Intel emulation mode after installing plugin

When you install a plugin or extension on an Apple M1 computer, you are prompted to open the app in Intel emulation mode. 

To open the app in Intel emulation mode, do the following:

  1. Go to the Apps tab in the Creative Cloud desktop app.

    Go to the Apps tab

  2. Under the Installed section, find your app and then select the More actions  icon.

    Select the More actions icon

  3. Select Open (Intel).

    Open Creative Cloud app in Intel emulation

    This opens the app in Intel emulation mode. Once the app opens, you can use your plugin.

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, it 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

First, make sure that you are connected to the Internet. Then, check to see that you are signed in to the Adobe Exchange website and the Creative Cloud desktop app with the same account. 

-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.
1001 Entitlement not found
  • Make sure that both Adobe Exchange and Creative Cloud have the same user accounts. Sign in with the same credentials on both the Adobe Exchange website and the Creative Cloud desktop app.
  • Open the Creative Cloud desktop app and select Help > Check for updates to refresh your plugin entitlements.
  • Make sure you are connected to the Internet.
1002 Permission issue

This error occurs when you haven't entered your account credentials on being prompted.

Try to install the plugin or extension again and enter your credentials when prompted. 

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.

(Windows only) If the issue persists, open the Task Manager and go to the Details tab. Select the process AdobeExtensionsService.exe, and then select End task. Once the background process closes, try to install the plugin again.

-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. Share your logs with Adobe using the Log Collector tool.

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