Read this article to troubleshoot the error, "An unexpected error occurred", in Adobe Muse.

Note:

Adobe Muse is no longer adding new features and will discontinue support on March 26, 2020. For detailed information and assistance, see Adobe Muse end-of-service FAQ.

Issue

The following error message appears in Adobe Muse:

"An unexpected error occurred.

An unexpected error occurred processing your request. Please try again later.

I-200."

Error message

Note:

Try the following solutions in order. If the first solution does not resolve the issue, try the next solution, and continue until the issue is resolved.

Delete the OOBE folder

Delete the OOBE folder, which you can find in the following locations:

Mac OS:
~/Library/Application Support/Adobe *
Windows XP:
\[User]\Local Settings\Application Data\Adobe
Windows 7 and Vista:
\[User]\AppData\Local\Adobe

The built-in file search features on Mac OS and Windows don't find hidden files or folders. If you're not familiar with how to navigate to hidden files or folders on your computer, see the following:

Mac OS:
Choose Go To Folder from the Go menu in the Finder and enter ~/Library/Application Support/Adobe. Delete the OOBE folder.
Windows XP:
Click Start. Type run and press Enter. Type %userprofile%\Local Settings\Application Data\Adobe. Delete the OOBE folder.
Windows 7 and Vista: Click Start. Type run and press Enter. Type %localappdata%\Adobe. Delete the OOBE folder.

*On Mac OS, make sure that you empty the Trash after deleting the OOBE folder.

Note:

For more information on viewing hidden folders in Windows, see Show hidden files, folders, filename extensions.

If you are unable to delete the OOBE folder (Windows) or empty the Trash (Mac OS), one of the files in that folder is likely in use by another running Adobe app. To terminate a running app, follow these steps:

  1. Launch Task Manager (Windows) or Activity Monitor (Mac OS).
  2. In the Task Manager/Activity Monitor, End Process/Force Quit the following processes if you find them running and then try to delete the OOBE folder or empty the Trash:
  •     AAM Updates Notifier
  •     CoreSync
  •     Creative Cloud
  •     Adobe Muse

Note:

For more information on ending running processes or programs, see the following:

Uninstall Adobe Muse

  1. Uninstall all copies of Adobe Muse by following the steps detailed in Uninstall Adobe Muse.

  2. Delete the Adobe Muse folder from the following location:

    • Mac OS: ~/Applications
    • Windows: \Program Files (32 bit) and \Program Files (x86) (64 bit)
  3. Delete the OOBE and MBLStore (if found) folders from the following location:

    • Mac OS: ~/Library/Application Support/Adobe
    • Windows XP: \[User]\Local Settings\Application Data\Adobe
    • Windows 7 and Vista: \[User]\AppData\Local\Adobe
  4. Delete the AdobeMuse folder from the following location:

    • Mac OS: ~/Library/Preferences
    • Windows XP:  \Documents and Settings\[User]\Application Data
    • Windows 7 and Vista: \[User]\AppData
  5. (Mac OS only) Also delete the AdobeMuse.plist and AdobeMuse.plist.lockfile (if found) from the ~/Library/Preferences directory.

  6. Once done with uninstall and cleanup, download the latest version of Adobe Muse:

  7. Install using the fresh installer downloaded from the link above.

Turn off anti-virus and firewall

Disable your anti-virus software and firewall and try to launch again.

Use administrator privileges for install

Create a fresh user account with administrator privileges on the machine and install in that user account.

For more information on administrator accounts, see the following:

Use WMIDiag

On occasion, problems with WMI on Windows systems can create this error message. Use the WMIDiag tool as explained in the following Microsoft KB article:

WMIDiag and fixing errors with WMI on Windows

Contact Adobe

If none of the previous solutions help, contact us with the issue details and attach the Muselog.txt and PDApp.log files to the case when submitting.

Muselog.txt file location:

Mac OS /Documents
Windows \[User]\My Documents

PDApp.log file location:

Mac OS ~/Library/Logs
Windows XP \[User]\Local Settings\Temp
Windows 7 and Vista \[User]\AppData\Local\Temp

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