Installation InDesign CS6 keeps failing (Creative Cloud)

Report · Nov 29, 2012

The installation InDesign CS6 keeps failing (Creative Cloud), even after a new download, manual install and restart/shutdown Mac (OSX 10.8.2).

No error code is given (blank file)...

Edit 1: same issue for Photoshop...

Edit 2: same issue for Illustrator...

Muse, Edge, Acrobat XI, Creative Cloud Connection, Touch Apps Plugins all went fine.

Report · Nov 30, 2012

We well need some install logs.

Mylenium

Report · Nov 30, 2012

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

/Library/Logs/Adobe/Installers/

Folder "Installers" does not exists.

Most recent attempt PDapp.log:

See this file:

11/30/12 11:37:30:633 | [INFO] | | ASU | PIM | PIM | | | Build Version - 7.0.0.128

11/30/12 11:37:30:633 | [INFO] | | ASU | PIM | PIM | | | Logging Level verbosity Set to 4

11/30/12 11:37:30:633 | [INFO] | | ASU | PIM | PIM | | | CREATE PIM Instance ...

11/30/12 11:37:30:634 | [INFO] | | ASU | PIM | PIM | | | trying to createOrUpdatePIMDbSchema.

11/30/12 11:37:30:643 | [INFO] | | ASU | PIM | PIM | | | Current db schema version on machine 1.

11/30/12 11:37:30:644 | [INFO] | | ASU | PIM | PIM | | | Current db schema version to install 1.

11/30/12 11:37:30:644 | [INFO] | | ASU | PIM | PIM | | | PIM DB Schema is up to date. Current schema version is 1.

11/30/12 11:37:30:644 | [INFO] | | ASU | PIM | PIM | | | PIM Database is Up To Date.

11/30/12 11:37:30:647 | [INFO] | | ASU | PDApp | PDApp.AppletManager | | | All installed pakages version string (pim_getCurrentPackagesVersion) is CCM:7.0.0.140|D6:6.2.112.0|DECore:6.2.112.0|DWA:3.0.94.0|LWA:3.0.64.0|P6:7.0.0.125|PDApp:7.0.0.140|UWA:6.2.112.0

11/30/12 11:37:30:660 | [INFO] | | ASU | PIM | PIM | | | PIMSqlite closeDB status 0

11/30/12 11:37:30:660 | [INFO] | | ASU | PIM | PIM | | | FREE PIM Instance ...

11/30/12 11:37:33:324 | [INFO] | | ASU | PIM | PIM | | | Build Version - 7.0.0.128

11/30/12 11:37:33:324 | [INFO] | | ASU | PIM | PIM | | | Logging Level verbosity Set to 4

11/30/12 11:37:33:324 | [INFO] | | ASU | PIM | PIM | | | CREATE PIM Instance ...

11/30/12 11:37:33:324 | [INFO] | | ASU | PIM | PIM | | | trying to createOrUpdatePIMDbSchema.

11/30/12 11:37:33:324 | [INFO] | | ASU | PIM | PIM | | | Current db schema version on machine 1.

11/30/12 11:37:33:324 | [INFO] | | ASU | PIM | PIM | | | Current db schema version to install 1.

11/30/12 11:37:33:324 | [INFO] | | ASU | PIM | PIM | | | PIM DB Schema is up to date. Current schema version is 1.

11/30/12 11:37:33:324 | [INFO] | | ASU | PIM | PIM | | | PIM Database is Up To Date.

11/30/12 11:37:33:325 | [INFO] | | ASU | PIM | PIM | | | PIMSqlite closeDB status 0

11/30/12 11:37:33:325 | [INFO] | | ASU | PIM | PIM | | | FREE PIM Instance ...

11/30/12 11:37:33:697 | [INFO] | | ASU | IMSLib | OPM | | | Build Version - 6.2.115.0

11/30/12 11:37:33:697 | [INFO] | | ASU | IMSLib | OPM | | | Logging Level verbosity Set to 4

11/30/12 11:37:33:698 | [INFO] | | ASU | IMSLib | OPM | | | Schema version and schema compatibility version are same or greater than current

11/30/12 11:37:33:701 | [INFO] | | ASU | IMSLib | OPM | | | Successfully opened opm session, db location:/Users/myusername/Library/Application Support/Adobe/OOBE/opm.db in opm_createLibRef

11/30/12 11:37:33:701 | [INFO] | | ASU | IMSLib | OPM | | | No Record found for the input fields in opm_getValueForKey

11/30/12 11:37:33:701 | [INFO] | | ASU | IMSLib | OPM | | | Released OPM refrence successfully in opm_freeLibRef

11/30/12 11:37:33:706 | [INFO] | | ASU | IMSLib | OPM | | | Build Version - 6.2.115.0

11/30/12 11:37:33:706 | [INFO] | | ASU | IMSLib | OPM | | | Logging Level verbosity Set to 4

11/30/12 11:37:33:707 | [INFO] | | ASU | IMSLib | OPM | | | Schema version and schema compatibility version are same or greater than current

11/30/12 11:37:33:710 | [INFO] | | ASU | IMSLib | OPM | | | Successfully opened opm session, db location:/Users/myusername/Library/Application Support/Adobe/OOBE/opm.db in opm_createLibRef

11/30/12 11:37:33:710 | [INFO] | | ASU | IMSLib | OPM | | | returning size of value as:33 in opm_getValueForKey

11/30/12 11:37:33:710 | [INFO] | | ASU | IMSLib | OPM | | | Successfully retreived value from opm domain:IMSLib subdomain:CSServiceMap key:426eb9f9-9989-45dd-8b7c-1bcdc957c8e5 in opm_getValueForKey

11/30/12 11:37:33:710 | [INFO] | | ASU | IMSLib | OPM | | | Released OPM refrence successfully in opm_freeLibRef

11/30/12 11:37:33:710 | [INFO] | | ASU | IMSLib | OPM | | | Build Version - 6.2.115.0

11/30/12 11:37:33:710 | [INFO] | | ASU | IMSLib | OPM | | | Logging Level verbosity Set to 4

11/30/12 11:37:33:711 | [INFO] | | ASU | IMSLib | OPM | | | Schema version and schema compatibility version are same or greater than current

11/30/12 11:37:33:714 | [INFO] | | ASU | IMSLib | OPM | | | Successfully opened opm session, db location:/Users/myusername/Library/Application Support/Adobe/OOBE/opm.db in opm_createLibRef

11/30/12 11:37:33:714 | [INFO] | | ASU | IMSLib | OPM | | | returning size of value as:1539 in opm_getValueForKey

11/30/12 11:37:33:714 | [INFO] | | ASU | IMSLib | OPM | | | Successfully retreived value from opm domain:IMSLib subdomain:SignInUsers key:549594f2cc8efd92ac5d5796523c505b in opm_getValueForKey

11/30/12 11:37:33:714 | [INFO] | | ASU | IMSLib | OPM | | | Released OPM refrence successfully in opm_freeLibRef

11/30/12 11:37:33:726 | [INFO] | | ASU | IMSLib | OPM | | | Build Version - 6.2.115.0

11/30/12 11:37:33:726 | [INFO] | | ASU | IMSLib | OPM | | | Logging Level verbosity Set to 4

11/30/12 11:37:33:726 | [INFO] | | ASU | IMSLib | OPM | | | Schema version and schema compatibility version are same or greater than current

11/30/12 11:37:33:729 | [INFO] | | ASU | IMSLib | OPM | | | Successfully opened opm session, db location:/Users/myusername/Library/Application Support/Adobe/OOBE/opm.db in opm_createLibRef

11/30/12 11:37:33:729 | [INFO] | | ASU | IMSLib | OPM | | | No Record found for the input fields in opm_getValueForKey

11/30/12 11:37:33:729 | [INFO] | | ASU | IMSLib | OPM | | | Released OPM refrence successfully in opm_freeLibRef

11/30/12 11:37:33:734 | [INFO] | | ASU | IMSLib | OPM | | | Build Version - 6.2.115.0

11/30/12 11:37:33:734 | [INFO] | | ASU | IMSLib | OPM | | | Logging Level verbosity Set to 4

11/30/12 11:37:33:734 | [INFO] | | ASU | IMSLib | OPM | | | Schema version and schema compatibility version are same or greater than current

11/30/12 11:37:33:738 | [INFO] | | ASU | IMSLib | OPM | | | Successfully opened opm session, db location:/Users/myusername/Library/Application Support/Adobe/OOBE/opm.db in opm_createLibRef

11/30/12 11:37:33:738 | [INFO] | | ASU | IMSLib | OPM | | | returning size of value as:1539 in opm_getValueForKey

11/30/12 11:37:33:738 | [INFO] | | ASU | IMSLib | OPM | | | Successfully retreived value from opm domain:IMSLib subdomain:SignInUsers key:549594f2cc8efd92ac5d5796523c505b in opm_getValueForKey

11/30/12 11:37:33:738 | [INFO] | | ASU | IMSLib | OPM | | | returning size of value as:65 in opm_getValueForKey

11/30/12 11:37:33:738 | [INFO] | | ASU | IMSLib | OPM | | | Successfully retreived value from opm domain:IMSLib subdomain:Default key:deviceID in opm_getValueForKey

11/30/12 11:37:33:738 | [INFO] | | ASU | IMSLib | OPM | | | Released OPM refrence successfully in opm_freeLibRef

11/30/12 11:37:33:739 | [INFO] | | ASU | IMSLib | OPM | | | Build Version - 6.2.115.0

11/30/12 11:37:33:739 | [INFO] | | ASU | IMSLib | OPM | | | Logging Level verbosity Set to 4

11/30/12 11:37:33:739 | [INFO] | | ASU | IMSLib | OPM | | | Schema version and schema compatibility version are same or greater than current

11/30/12 11:37:33:742 | [INFO] | | ASU | IMSLib | OPM | | | Successfully opened opm session, db location:/Users/myusername/Library/Application Support/Adobe/OOBE/opm.db in opm_createLibRef

11/30/12 11:37:33:742 | [INFO] | | ASU | IMSLib | OPM | | | No Record found for the input fields in opm_getValueForKey

11/30/12 11:37:33:742 | [INFO] | | ASU | IMSLib | OPM | | | Released OPM refrence successfully in opm_freeLibRef

11/30/12 11:37:34:356 | [INFO] | | ASU | IMSLib | OPM | | | Build Version - 6.2.115.0

11/30/12 11:37:34:356 | [INFO] | | ASU | IMSLib | OPM | | | Logging Level verbosity Set to 4

11/30/12 11:37:34:356 | [INFO] | | ASU | IMSLib | OPM | | | Schema version and schema compatibility version are same or greater than current

11/30/12 11:37:34:361 | [INFO] | | ASU | IMSLib | OPM | | | Successfully opened opm session, db location:/Users/myusername/Library/Application Support/Adobe/OOBE/opm.db in opm_createLibRef

11/30/12 11:37:34:361 | [INFO] | | ASU | IMSLib | OPM | | | returning size of value as:1539 in opm_getValueForKey

11/30/12 11:37:34:361 | [INFO] | | ASU | IMSLib | OPM | | | Successfully retreived value from opm domain:IMSLib subdomain:SignInUsers key:549594f2cc8efd92ac5d5796523c505b in opm_getValueForKey

11/30/12 11:37:34:364 | [INFO] | | ASU | IMSLib | OPM | | | Successfully updated opm.db for fields domain:IMSLib subdomain:SignInUsers key:549594f2cc8efd92ac5d5796523c505b in opm_setValueForKey

11/30/12 11:37:34:364 | [INFO] | | ASU | IMSLib | OPM | | | Released OPM refrence successfully in opm_freeLibRef

11/30/12 11:37:34:364 | [INFO] | | ASU | IMSLib | OPM | | | Build Version - 6.2.115.0

11/30/12 11:37:34:364 | [INFO] | | ASU | IMSLib | OPM | | | Logging Level verbosity Set to 4

11/30/12 11:37:34:365 | [INFO] | | ASU | IMSLib | OPM | | | Schema version and schema compatibility version are same or greater than current

11/30/12 11:37:34:369 | [INFO] | | ASU | IMSLib | OPM | | | Successfully opened opm session, db location:/Users/myusername/Library/Application Support/Adobe/OOBE/opm.db in opm_createLibRef

11/30/12 11:37:34:371 | [INFO] | | ASU | IMSLib | OPM | | | Successfully updated opm.db for fields domain:IMSLib subdomain:CSServiceMap key:426eb9f9-9989-45dd-8b7c-1bcdc957c8e5 in opm_setValueForKey

11/30/12 11:37:34:371 | [INFO] | | ASU | IMSLib | OPM | | | Released OPM refrence successfully in opm_freeLibRef

11/30/12 11:37:34:371 | [INFO] | | ASU | IMSLib | OPM | | | Build Version - 6.2.115.0

11/30/12 11:37:34:371 | [INFO] | | ASU | IMSLib | OPM | | | Logging Level verbosity Set to 4

11/30/12 11:37:34:371 | [INFO] | | ASU | IMSLib | OPM | | | Schema version and schema compatibility version are same or greater than current

11/30/12 11:37:34:375 | [INFO] | | ASU | IMSLib | OPM | | | Successfully opened opm session, db location:/Users/myusername/Library/Application Support/Adobe/OOBE/opm.db in opm_createLibRef

11/30/12 11:37:34:376 | [INFO] | | ASU | IMSLib | OPM | | | Successfully updated opm.db for fields domain:IMSLib subdomain:Default key:deviceID in opm_setValueForKey

11/30/12 11:37:34:376 | [INFO] | | ASU | IMSLib | OPM | | | Released OPM refrence successfully in opm_freeLibRef

Report · Nov 30, 2012

Just finished a Live Chat with Adobe:

"Some products will install, some products won't install because I see that the order is still not processed completely. Since, its a recent order, it takes 24-30 hours to get it completely processed. After the order gets completely processed, you will be able to use all the applications without any issues."

Anyone familiar with this? It just strange that the Application Manager is trying to install, without checking it's allowed to...

Report · Nov 30, 2012

I just tried to install the TRAIL version of InDesign CS6. This installation fails as well, this time the error summary points me to "System Requirements".

My configuration: iMac 27" 2.7 GHz Intel Core i5, mid 2011, 12 GB RAM, OSX 10.8.2, 550+ GB storage free on startup disk.

What am I missing here?!

Report · Nov 30, 2012

I am sorry Daniel.benjamins but the information given to you by our support team was incorrect. You should be able to install the products in trial mode even if you did not have a subscription. Do you have a case number which I can reference to provide feedback to the agent you worked with and their supervisor?

For the install log you posted you have included the PDApp.log file which does not give us any indications as to why your installation has failed. Please see the document referenced by Mylenium in message #1. The document provides complete information on how to review and interpret the product install log.

Report · Nov 30, 2012

I got this case number: 0209654130

Report · Nov 30, 2012

The link Mylenium is refering to gives me two options:

Main installation log (should be at /Library/Logs/Adobe/Installers/, but as mention before I don't have the folder "Installers" in that location)
PDApp.log

Am I missing something?

Report · Nov 30, 2012

You are correct the main install logs should be located in Library/Logs/Adobe/Installers. If you do not have this folder then it is possible you faced a failure prior to even being able to run the product installer. I would recommend you try downloading a trial of the software to see if you face the same difficulty. You can use the option to License this Software and enter the Adobe ID tied to your subscription after you have installed.

If the trial software installs successfully then you may want to look at security or firewall software which might be interfering with the download process in the Adobe Application Manager.

Again I apologize for the incorrect information which you were given and have provided feedback to the support agent which you worked with.

Report · Nov 30, 2012

Thanks for your help, but I already tried to install the trial for InDesign, see post #4.

The download from the Adobe Application Manager is successful, the .DMG file is on my desktop, but the installation fails.

I can use the .DMG to manually install the application, but that install fails as well.

Report · Nov 30, 2012

Is the installation failing prior to clicking on the install button? Can you please try running the Adobe Support Advisor - http://www.adobe.com/support/loganalyzer/ to see if it is able to determine the cause of your failure.

In addition there is a package for support option. If you can post to this thread with the token number myself or another Adobe employee can review your installation logs when we have a moment. You may also want to consider contacting our support team for direct assistant.

Report · Nov 30, 2012

After opening the Adobe Application Manager, I click on "Install" for e.g. InDesign CS6 so the download will start.

When the download is finished (100%), the Adobe Application Manager is trying to install InDesign and after a few % it fails.

Will try the Log Analyzer as soon as possible.

Edit: "Inspection could not identify any issues. Please contact Adobe Support for further assistance."

Token: 40-12790-120030112012

Report · Nov 30, 2012

I am seeing multiple failures of being able to write to /private/tmp/. This would indicate that your current user account does not have sufficient permissions to write to this directory. Please try adjusting the permissions to this folder, and all sub-folders, or try a newly created administrator account. Error "Exit 6" or "Exit 7" | Install log | Read, write, system file errors | CS5, CS5.5 - http://helpx.adobe.com/creative-suite/kb/error-exit-6-exit-7.html provides information on how to modify your permissions.

Prior to installing please locate your Library/Logs/Adobe/Installers folder and delete the files which are located there. I know you have mentioned that you were unable to locate this directory but the support advisor did package up the logs which you had contained there. This will make it easier to determine any additional failures if the install process is not successful. At the moment I am reviewing logs from all of your installation attempts.

Report · Dec 01, 2012

Jeff, thanks for your suggestions. I tried them all, but unfortunately the installations still fail.

I uninstalled my CS5.5 apps, used the Cleanup Utility and now everything works fine:

Report · Dec 03, 2012

Excellent thank you for the update Daniel!

Adobe Community

Installation InDesign CS6 keeps failing (Creative Cloud)

1 Correct answer