Troubleshoot Creative Cloud package installation errors

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    8. Troubleshoot
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Common reasons for package installation failure

Most package installation failures occur due to the issues mentioned in the table. Follow the resolution steps to quickly resolve the issues. If you see an unexpected trial or license expiry error message when launching an app, learn how to resolve trial and license expired errors.

Common reasons for installation failure

Error code

Resolution

Your computer doesn't meet minimum system requirements.  

195

Ensure that your device meets the minimum system requirements for each product in the deployment package. Using an unsupported operating system version is a common reason for not meeting system requirements. Know the latest operating system guidelines for your Creative Cloud apps.

Conflicting process running on your computer.

19

Ensure that conflicting apps or processes are closed before attempting to reinstall the package. See Resolving process conflicts for a full list. If you are installing Acrobat, close all Office 365 apps apart from the Adobe apps.

Disk space not available.

31

Ensure that enough disk space is available for all apps being installed. Know how to free up hard disk space.

Installation failed because another installer is running already.

81

Close any previously running installer or Adobe process. Then, restart your computer and try reinstalling your package. For more information, see Error code 81.

Crash in Creative Cloud desktop bootstrapper

42

Either run Uninstaller.exe with the Repair option, or reinstall the Creative Cloud desktop app.

If you encounter any other issues, see Diagnose installation errors or Diagnose uninstallation errors.

Note:

Error code 1603 in MSI logs indicates a generic error. You can't ascertain the exact cause of package-deployment failure using this code. To determine the root cause, follow the steps mentioned in the table above.

Note:

If the Adobe installer returns error code 33, it indicates that there's nothing to uninstall because the product is not installed. If you see this error message, follow the diagnosis steps to identify the root cause.

Diagnose installation errors

The following table outlines the broad steps for installing a package containing Creative Cloud apps and updates. If an error occurs at any step, open the PDApp.log file and analyze its contents. If PDApp.log only includes a generic error description, investigate the Install.log file to identify the root cause of the error.

Installation step

Diagnosis

Resolution

The package installer extracts the contents of the Creative Cloud package, and installs one of the following:

  • Adobe Creative Cloud desktop app
  • Adobe Setup Utility
  • Check the PDApp.log file for the string Stopping the installation process.
  • If found, check whether the error string The Bootstrapper Process return code is (XX) is also present.

Check the resolution for the error code in Common Bootstrapper error codes.

Creative Cloud apps, updates, or dependent STI are installed.

  • In the PDApp.log file, look for an error string that starts with Fatal.
  • If found, check if either of the following strings are also present:
    • The HDPIM Setup Process return code is (133). Stopping the installation process.
    • |Product Media (PHSP, 21.2.8) installation failed...

Note the associated error code.

For a detailed description of the product installation error, see the Install.log file.

Analyze the Creative Cloud PDApp.log file

Whenever Creative Cloud apps are installed, updated, or uninstalled, information about the activity is recorded in the PDApp.log file. Installation/uninstallation attempts are logged sequentially in a row-wise manner with the latest entry at the bottom. Each entry includes the build number, date, and time stamp, which indicates when the installation/uninstallation began.

If any error occurs, the PDApp.log file logs high-level information about the error, including error messages and return codes. Examine the error messages to identify the cause of the error and find a resolution.

Locate the PDApp.log file

Depending upon your operating system and Creative Cloud deployments, the PDapp.log file is at one of the following locations:

Operating System

Local deployment

Remote deployment

Windows

%Temp%(user)\CreativeCloud\ACC

%temp%(system)\CreativeCloud\ACC\

macOS

~/Library/Logs/CreativeCloud/ACC/

/private/var/root/Library/Logs/CreativeCloud/ACC/

Note:

The folders containing the PDApp.log file are hidden by default. Use Folder Options (Windows) or Terminal (macOS) to display the folders.

Analyze error messages in the PDApp.log file

To analyze the contents of the PDApp.log file, open it in a text editor such as Notepad (Windows) or TextEdit (macOS). Then, start with the latest entry at the bottom. The entries above it may relate to previous issues, which may already have been resolved. If you are unable to identify the latest entry, delete the PDApp.log file, and restart the installation process.

The PDApp.log file logs the following types of installation errors:

  • Bootstrapper errors
  • Product installation errors

Bootstrapper errors

Bootstrapper errors are setup errors in the Creative Cloud installation process. Here's a list of common bootstrapper errors.

Error code

Cause

Resolution

-1

The installation procedure was not performed in Admin mode.

Install the Creative Cloud apps in Admin mode.

1

Generic error.

Review the PDApp.log file for specific details.

62

    The installed Adobe Setup Utility is damaged.

    pim SQLite database initialization error.

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

50

The system is unable to back up assets during installation.

Close all Adobe process running on the client machine. Then try installing again. If the problem persists, rename the PDApp folder and try installing.

81

Another installer is running.

Close all Adobe processes, and rename the PDApp folder.

82

AAM is running.

Close all Adobe processes, and rename the PDApp folder.

1001

Permissions issue with package.

Check whether you have the required permissions for each package folder/file.

Product installation errors

Product installation errors occur due to issues with installing specific apps in the installation package. Here is a list of common product installation errors and their cause.

Error code

Error string

Resolution

1, P1

Unable to parse command line.

Ensure that the command-line arguments are properly passed.

6

Silent workflow completed with errors.

Indicates that a required component has failed. Look up the error in the Install.log file.

7

Unable to complete silent workflow.

Indicates that a critical component has failed. Look up the error in the Install.log file.

9

Unsupported OS version.

Switch to a supported version of the operating system.

10

Unsupported file system.

Indicates case-sensitivity issues in the file system. Ensure that System (/Applications), User (~), and Installer paths are not case-sensitive.

11

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

Stop any other running instances of Adobe Application Manager, and restart your computer.

14

Failed due to insufficient privileges.

Ensure that the installer is running in Admin mode.

15

Media DB Sync failed.

The media database is not in sync with the local database.

  • Check both the databases and ensure that none of them are damaged.
  • Update your operating system.
  • Try installing the apps again.
  • Check permissions on the local media database.
  • Use cleaner tool to remove previously installed files.

20

Install source path does not exist.

  • Ensure that the installer is not damaged.
  • Ensure that the Media database is present in payloads folder.
  • If there are network access issues, make a local copy of installer, and then retry installing.

22

INSTALLDIR check failed.

Choose a different installation location.

23, P23

System requirement check failed for some payload.

Ensure that system requirements are met.

25

Installer exceeding MAX_PATH limit.

Try installing at a shorter path

26

Some payloads can’t be located. Please verify your installer.

  • If using AAMEE, create the installer package again to ensure that the payloads folder includes all payloads.
  • If you're installing from the Media folder, create a local copy of installer, and retry installing.
  • The installer may be corrupt. Try downloading a fresh copy of installer.
  • If the installation files exist in multiple disks, copy all payloads from installation discs to a local copy of the target disc.

28

The base product is not installed.

Install the base product first.

30

Installation done with errors due to low disk space.

Free up some disk space, and then install the components.

31

Installation failed due to low disk space.

Free up space from the installation location to ensure that there is enough space for installing critical components.

32

The patch is already applied.

Product is up to date. To resolve any issues with updater inventory, reinstall the apps, and then try running the patch again.

36

(Windows only)

Another MSI installation is already in progress

  • Allow the previous MSI installation process to complete.
  • Restart the system and try installing again.

37

Validation failed. (Binaries in the package may be damaged.)

Create the package again.

39

ARP Entry creation failed.

Restart the system and try installing again.

105, C105

hdpim.db Database read/write error.

Retry installing the package. If the issue persists, contact Adobe Customer Care. 

128, C128

Package signature check failed.

The installation package may be corrupt. Create the package again and try installing. 

131

A conflicting process is running.

Identify the conflicting process from the error logs. Close the process and try installing again.

133, C133

Low disk space on user's machine.

Free up disk space and retry deploying the package.

136, C136

Generic install error.

Try installing the package again.

138, C138

System low on memory, memory allocation failed.

Close some apps, restart your computer, and then retry installing.

140, 140C

No permission inside install directory.

Obtain the necessary permissions, or select another install location.

143, 143C

Path of source file inside package zip does not exist.

Check permissions and then retry installing.

146, C146

One or more files on user machine are locked by some other process

Restart the system and try installing the package again.

147, C147

Unable to copy file during install/uninstall.

The file can’t be copied. Check permissions and then retry installing.

183, C183

Unable to install the product.

Select Retry to download the package and reinstall it. If the error occurs while installing Adobe XD on Windows, see Error code 183 when installing Adobe XD on Windows for a resolution.

195, C195

System requirements not met.

Upgrade your system to meet the minimum system requirements for installing the Creative Cloud apps. For more information, see System requirements | Creative Cloud.

Analyze Install.log files

To identify the error and ascertain its cause, see Analyze the Install.log file.

Locate the Install.log log files

Depending upon your operating system, the Install.log file is at the following location:

Operating system

Path

Windows 32 bit

C:\Program Files\Common Files\Adobe\Installers\

Windows 64 bit

C:\Program Files (x86)\Common Files\Adobe\Installers

macOS

/Library/Application Support/Adobe/Installers

Analyze error messages in Install.log files

To analyze the contents of the Install.log file, see Analyze the Creative Cloud product install log.

The installation log file for Acrobat includes the product name Acrobat and the installation date in the filename. It has the extension ".log.gz." The extension .gz indicates that the file is compressed.

Diagnose uninstallation errors

Creative Cloud uninstallation errors are logged in a specific format in the PDApp.log file. Here is a sample error string for an installation issue:

12/04/21 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.

Here is a list of common errors and their resolution.

Exit Code

Error string

Cause

Possible resolution

24

User canceled out of install/uninstall/reinstall.

User canceled the uninstallation process.

Restart the uninstallation process. 

33

The product is not installed, cannot uninstall.

User tries to uninstall a product that is currently not installed. 

If only ARP entry is present, try reinstalling the product and then uninstall.

135

Uninstallation failed due to unknown reason.

Unidentifiable

Retry uninstalling

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