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Willrountree
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My Adobe application manager is corrupted and I need to contact support! How???

Feb 21, 2013 2:18 PM

Adobe application manager is corrupted and I need to contact support! How do I do that. I keep getting sent here???

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  • Currently Being Moderated
    Feb 21, 2013 2:46 PM   in reply to Willrountree

    Hi there,

     

         You can download the latest version of Adobe Application Manager from the below link:

     

    http://www.adobe.com/applicationmanagerpatch/index.html

     

    If you are still facing any issues, please let us know the exact error message that you are receiving and the System details like the Platform and its version.

     

    Regards,

    Jairaj

     
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    Mar 26, 2013 5:30 AM   in reply to JAIRAJ M

    I have tried this, but when starting the application manager it again says it is corrupt. Now what?

     
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    Mar 26, 2013 10:07 AM   in reply to Keith Lee

    Keith the information JairajMike requested is still valid.  In addition what other Adobe Creative software do you have installed?

     
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    Mar 26, 2013 11:19 AM   in reply to Jeff A Wright

    Hi,

     

    I have since uninstalled all of the CS 6 apps and logged into https://creative.adobe.com/apps to try and install the apps I need. When I click on a download link nothing happens, so at the monent I cannot install anything. I am running Windows 7 on Parallels desktop, with Mac OS as the host. I've used this setup before with no issues installing CS 6 from creative cloud.

     

    Attached is a screenshot of what happens when trying to use the Application Manager.

     

    Parallels Picture.png

     
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  • Currently Being Moderated
    Mar 26, 2013 12:39 PM   in reply to Keith Lee

    So Keith do you have any other Adobe Creative software currently installed on your Parallels virtual machine running Windows 7?  Also are you able to install the applications successfully in the host Mac OS operating system?

     
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    Mar 26, 2013 12:54 PM   in reply to Jeff A Wright

    I still have the acrobat reader and flash player plugin installed in the VM, but didn't consider them part of CS. It works fine on the host.

     
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  • Currently Being Moderated
    Mar 26, 2013 1:02 PM   in reply to Keith Lee

    Ok that is hopeful then.  Keith please remove any currently installed Adobe Creative Applications using the Programs and Features control panel.  Once that is done you can then follow up with CS Cleaner Tool to ensure complete removal.  You can find information on how to download and use the CS Cleaner tool at CS Cleaner Tool for installation problems | CCM, CS6, CS5.5, CS5, CS4, CS3 - http://helpx.adobe.com/creative-suite/kb/cs5-cleaner-tool-installation -problems.html.

     

    Prior to reinstalling the Adobe Application Manager please remove the following directories:

     

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

    C:\Users\<Username>\AppData\Local\Adobe\

     

    The AppData folder is an invisible folder btw so if you are unable to locate the folder please adjust your view options to view hidden files and folders.

     
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    Mar 26, 2013 1:56 PM   in reply to Jeff A Wright

    Ok, tried all that, and deleted every Adobe folder I could find and ran CCleaner to clean up the registry. Still have same issue. When I get back into office tomorrow I will try it on another Windows machine to see if it works there. However I suspect something in the Application Manager has changed so that it no longer works in a VM.

     
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  • Currently Being Moderated
    Mar 26, 2013 2:12 PM   in reply to Keith Lee

    It could also have to do with the virtual machine and how Parallels is passing over the network data.  What applications are you planning on using in the VM btw?  I have installed our software several times on VMs, I use VMs to test install issues regularly, and while I can get the software to install the applications are not very functional due to not having direct access to the physical hardware.

     
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    Mar 27, 2013 5:25 AM   in reply to Jeff A Wright

    I need to get Flash Builder installed on the VM so that I can compile an AIR app for Windows. The Mac is my dev machine since it is best suited for iOS & Android development.

     

    I opened the Application Manager on another Windows workstation this morning and it worked fine, so I'm thinking something in the recent Application Manager updates has broke it from working on my VM. Like I stated earlier, I have used the VM setup to install Flash Builder 4.6 orginally, but now need FB 4.7 installed. Currently it keeps failing saying that it is corrupt and must be reinstalled.

     

    I found a troubleshooting doc on the Adobe web site and went thru all the tests regaring network connections and it passed all of those tests. Is it possible to revert to an older AAM?

     
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  • Currently Being Moderated
    Mar 27, 2013 9:12 AM   in reply to Keith Lee

    No even if you installed an older version you would be updated to the current one as soon as you access the Internet.  Do you have another Windows VM which you can test?

     

    We have already tried removing everything Adobe related in message #8 so I am unsure what else to advise at this point.  The next steps would be to review the DLM logs but I am not sure how far you want to go to get this VM working.

     

    The Download Manager logs are located in %temp%\AdobeDownloads\.

     
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  • Currently Being Moderated
    Mar 27, 2013 9:59 AM   in reply to Jeff A Wright

    Hello,

     

    Well, we can try a little more if your're willing. The logs you mentioned have some interesting clues. The below is what is logged upon starting the AAM (I omitted the keys):

     

    03/27/13 12:51:03:395 | [INFO] |  |  |  |  |  |  | 3868 | Update Session is created and key generated is {}

    03/27/13 12:51:03:395 | [INFO] |  |  |  |  |  |  | 3868 | Product Session is created and key generated is {}

    03/27/13 12:51:03:395 | [WARN] |  |  |  |  |  |  | 3868 | Could not initialize CCM config sig file as XML data

    03/27/13 12:51:03:647 | [ERROR] |  |  |  |  | UCErrorHandling |  | 3160 |  UCInitialize returned kUCErr_InvalidPathSpecified(may be binaries not present or binaries not signed)

    03/27/13 12:51:03:647 | [ERROR] |  |  |  |  | DLMNative |  | 3160 | Error occured in initializing updater. Error code: 26

    03/27/13 12:51:05:991 | [INFO] | {2675C512-62AB-4B9C-95D7-9F79B318E633} |  |  |  |  |  | 3868 | Going to close the session

    03/27/13 12:51:05:991 | [INFO] | {2675C512-62AB-4B9C-95D7-9F79B318E633} |  |  |  |  |  | 3868 | All waiting operations finished for this session

    03/27/13 12:51:05:994 | [INFO] | {12ECD5D5-B746-4E9C-AF61-73DFF1CA38C7} |  |  |  |  |  | 3868 | Going to close the session

    03/27/13 12:51:06:008 | [INFO] | {12ECD5D5-B746-4E9C-AF61-73DFF1CA38C7} |  |  |  |  |  | 3868 | All waiting operations finished for this session

     
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  • Currently Being Moderated
    Mar 27, 2013 12:56 PM   in reply to Keith Lee

    Keith I would recommend contacting our support team at this point for direct assistance with your DLM logs.  Feel free to reference this thread when contacting our support team.  You can reach our chat support at http://adobe.ly/yxj0t6.

     
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  • Currently Being Moderated
    Mar 27, 2013 4:48 PM   in reply to Jeff A Wright

    Chat support is useless as it is constantly busy and unavailable. I removed the VM and installed a fresh new one; got the same problem, so it is definitely something that Adobe has broken in the AAM.

     
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    Mar 27, 2013 5:01 PM   in reply to Keith Lee

    Or it could be Parallels which is causing a communication failure.  At this point though Keith I am sorry but I don't have any additional suggestions to offer in this venue.  I would be happy to review your case if you can post your case number after working with our support team.

     

    You may also want to be aware of Technical support boundaries for virtualized or server-based environments - http://helpx.adobe.com/creative-suite/kb/technical-support-boundaries- virtualized-or.html.  Our support team may be able to still review your DLM logs and provide specific suggestions.

     
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    Mar 27, 2013 5:42 PM   in reply to Jeff A Wright

    Ok I finally got thru to chat support and they pretty much refused to help. I read thru the document link you posted and don't see anything that says installation of Adobe products is not supported, but I certainly understand that functionality under a VM cannot be guaranteed. What I would at least like to see on Adobe's part is to offer a way to install the product I need using a stand alone installer.

     
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  • Currently Being Moderated
    Mar 28, 2013 8:41 AM   in reply to Keith Lee

    Keith you can install many of the CS6 trials and choose the License this Software option.


    Also what is your case number from your interaction with our support team?

     
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    Mar 28, 2013 1:30 PM   in reply to Jeff A Wright

    Thank you Jeff i will try that. I didn't keep a record of the case or did I get an email transcript.

     
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    Apr 29, 2013 1:43 AM   in reply to Keith Lee

    Well, while wanting to install just InDesign CS6 on a Paralels virtual machine, I ran into exactly the same problem. The funny thing is, I was able to install the entire Creative Suite from Creative CLoud about half a year ago, without a single problem.

     

    Since I am a Creative Cloud subscriber, I tried the chat as well. Was connected pretty quickly, but as soon as I said Parallels Virtual Machine, the lid was closed, as I "was in violation of the Lincense agreement". It's much like the whole "you can't work from a server share" discussion.

     

    I have managed to install InDesign from the single downloader and Licensed the software, but now I can't run any update because the Updates are taken care of by the Adobe Application Manager.

     

    Anyone have any clues? Anyone have it running in Parallels 8 with Windows 7?

     
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    May 6, 2013 9:26 PM   in reply to Willrountree

    I have the exact same issue. I just purchased CC today.

     
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    May 7, 2013 9:41 AM   in reply to Dominik Hoffmann

    Dominik Hoffmann are the errors in your installation log identical to what Keith posted in message #13?  Are you also attempting to install the Creative Cloud on a Windows 7 virtual machine using Parallels 8?  Did you try reinstalling the Adobe Application Manager as suggested by JairajMike in message #1?

     
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  • Currently Being Moderated
    May 7, 2013 11:21 AM   in reply to Jeff A Wright

    Even though I am not Dominik, I can say I have exactly the same errors as posted by Keith in Message #13. And yes I did try to re-install AAM. I even erased the virtual machine, started over from scratch, and made SURE that the FIRST thing I installed after running all available updates in Windows, was the AAM from the link in post #1.

     

    The only thing I haven't tried because I just don't have the hard drive space to spare is installing Boot camp and trying from there.

     

    At this point I don't think anything is going to happen untill a new version of AAM comes out.

     
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  • Currently Being Moderated
    May 7, 2013 11:27 AM   in reply to Jeff A Wright

    I followed the instructions of an Adobe chat adviser. Those instructions included reinstalling the AAM. I never did look at my logs.

     

    In the end, the adviser suggested I download the trial versions of the software I needed to use and activate them using my Adobe ID. This has worked.

     

    However, for the benefit of this thread, I'd be happy to look up the log file. Not being a Windows person, I am not sure, what %temp% is shorthand for. In other words, where exactly will I find the relevant log file?

     
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    May 7, 2013 11:33 AM   in reply to Dominik Hoffmann

    I pasted %temp%\AdobeDownloads\ into an Explorer window and received the error, "Windows can't find 'C:\Users\ADMINI~1\AppData\Local\Temp\AdobeDownloads'. Check the spelling and try again."

     
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    May 7, 2013 11:36 AM   in reply to Dominik Hoffmann

    MacLesNL VMs in general aren't supported by our support team.  You can find more details at Technical support boundaries for virtualized or server-based environments - http://helpx.adobe.com/creative-suite/kb/technical-support-boundaries- virtualized-or.html.

     

    The solutions offered in this discussion thread should work for a normal installation of Windows.  There could be additional configuration options within your Virtual Machine which could lead to unexpected difficulties.

     

    Dominik Hoffman I am sorry I am still not clear if you are using a virtual machine and are receiving any additional errors beyond the Download Error posted by Keith in message #4.

     
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  • Currently Being Moderated
    May 7, 2013 11:45 AM   in reply to Jeff A Wright

    Hi Jeff,

     

    Yes, I am using Parallels 8 with Windows 7. No, I am not seeing any errors additional to Message 4 in this thread.

     

    I'd love to help track down the issue. Do the log files help? If so, could you please provide a detailed path of where to find them?

     

    There is a clause in that support boundaries document you cite that states, "If the issue is not reproducible there, then it is most likely a problem in the virtualization product. Seek assistance from the vendor of the virtualization solution." There is another distinct possibility, namely that a bug in the Adobe software is only exposed in the virtual enviroment.

     

    By the way, I don't have access to a native installation of Windows, currently.

     

    Yours,

     

    Dominik

     
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  • Currently Being Moderated
    May 7, 2013 11:53 AM   in reply to Dominik Hoffmann

    Dominik the download logs can be found at %temp%\AdobeDownloads\.  In specific the files you are looking for is as follows:

     

    LBS.log

    DLM Native.log

    AdobeDownload_{SessionID which is a series of alphanumeric codes}.log

     

    You then will want to look for error and failed within the log file.

     
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    May 7, 2013 12:06 PM   in reply to Jeff A Wright

    In Message 25 I state the error I get, when I try to go to that location. What's wrong with that?

     
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    May 7, 2013 1:27 PM   in reply to Dominik Hoffmann

    It would seem to indicate you are facing problems contacting our server.  You may want to run through the steps listed at Sign in or activation errors | CS6, CS5.5 Subscriptions, CS6 Perpetual - http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-i ssues.html to help ensure your Windows VM is configured to allow access to Adobe's servers.

     
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    May 7, 2013 1:12 PM   in reply to Dominik Hoffmann

    I was looking around, because nowwhere before does it mention %temp%\AdobeDownloads\ Based on the error that comes back, I decided to turn on hidden files in Windows (Just type Hidden Files in the searchbox) and go see this AdobeDownloads folder. It is not there. In other threads relating to this issue, they talk about files in the

    C\User\Username\Appdata\Local\AAMUpdater\1.0\ folder.

     

    One of the logs here gives the following errors:

    05/07/13 21:53:09:554 | [INFO] |  | UPDATER | CORE |  |  |  | 1968 | >>> Adobe Updater Log Begin >>>

    05/07/13 21:53:09:554 | [INFO] |  | UPDATER | CORE |  |  |  | 1968 | UpdaterCoreImpl::InitLogFile : Application Version 7.0.0.63

    05/07/13 21:53:09:554 | [INFO] |  | UPDATER | CORE |  |  |  | 1968 | UpdaterCoreImpl::InitLogFile : cmdline option --> -logFile = C:\Users\guy\AppData\Local\Adobe\AAMUpdater\1.0\aamu.log

    05/07/13 21:53:09:562 | [INFO] |  | UPDATER | CORE |  |  |  | 1968 | UpdaterCoreImpl::InitLogFile : cmdline option --> -logLevel = 2

    05/07/13 21:53:09:562 | [INFO] |  | UPDATER | CORE |  |  |  | 1968 | Stepped into << UCInitialize >> call

    05/07/13 21:53:09:562 | [INFO] |  | UPDATER | CORE |  |  |  | 1968 | UCInitialize : AAM is launched via CCM.

    05/07/13 21:53:09:562 | [INFO] |  | UPDATER | CORE |  |  |  | 1968 | Stepped into << UCSetUpdateEnginePath >> call

    05/07/13 21:53:39:599 | [INFO] |  | UPDATER | CORE |  |  |  | 1968 | UCSetUpdateEnginePath : WARNING - Update engine executable signature is not valid = C:\Program Files\Common Files\Adobe\OOBE\PDApp\core\..\CCM\..\UWA\Adobe Application Manager (Updater).exe

    05/07/13 21:53:39:599 | [INFO] |  | UPDATER | CORE |  |  |  | 1968 | Returning from << UCSetUpdateEnginePath >> call error = 26 retVal = 0

    05/07/13 21:53:39:599 | [INFO] |  | UPDATER | CORE |  |  |  | 1968 | UCInitialize: Failed to set update engine path

    05/07/13 21:53:39:599 | [INFO] |  | UPDATER | CORE |  |  |  | 1968 | Returning from << UCInitialize >> call error = 26 retVal = 1

     

    It is not strange that the AdobeDownloads folder is not there, since the Adobe Application Manager never has a chance to start. This is NOT a notwork error in the classical sense because I am able to download InDesign and all other Updates from Windows, visit every website.

     

    Don't get me wrong, I fully realize that VM's are not supported. But I can name you 20 consultants who ALL run in a VM. Heck, even I ran this SAME Windows 7 version, with Parallels 7 AND 8, half a year ago, untill I had to start fresh 3 weeks ago. I CAN download InDesign, install it and activiate it with my Creative Cloud account, but I can't update them. The error is above.

     
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  • Currently Being Moderated
    May 7, 2013 1:36 PM   in reply to GuyvanderKolk

    MacLesNL it is difficult to tell without looking at the entire log but it looks like the updater component is not responding with the correct signature.  I haven't looked at this particular error previously.  Do you have any other more revealing errors within your download folder.

     

    Also please make sure you have completed the steps listed in message #8 and #30.  Message #30 is even more important as it details common causes which can prevent the Adobe Application Manager from contacting Adobe.

     
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  • Currently Being Moderated
    May 7, 2013 1:53 PM   in reply to Jeff A Wright

    This part of the log is the only one that from a troubleshooting standpoint stands out.

     

    Step #8 has been done, but I have also -like i stated previously- started with a blank install and made sure that the Applicaton Manager was the first thing I downloaded after making sure Windows was completely up to date.

     

    I will take another look at steps 30, and post back to you.

     
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  • Currently Being Moderated
    May 7, 2013 2:09 PM   in reply to GuyvanderKolk

    For completenes' sake, I have gone through and checked every step as per #30, and my Windows Firewall is off.

     
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  • Currently Being Moderated
    May 7, 2013 2:55 PM   in reply to GuyvanderKolk

    MacLesNL can you also check to see if you can access the following server addresses and ports:

     

    ccmdls.adobe.com:443

    ims-na1.adobelogin.com:443

    na1r.services.adobe.com:443

    prod-rel-ffc-ccm.oobesaas.adobe.com:443

    lm.licenses.adobe.com:443

     
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    May 8, 2013 12:54 AM   in reply to Jeff A Wright

    ccmdls.adobe.com:443

    Acces denied error.

    ims-na1.adobelogin.com:443

    Opens up to a white page.

    na1r.services.adobe.com:443

    Opens up to a white page

    prod-rel-ffc-ccm.oobesaas.adobe.com:443

    Page not reachable error

    lm.licenses.adobe.com:443

    Congratulations-message

     

    All sites I also tested in Safari on my mac, same results.

     

    Thanx for your effort!

     
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  • Currently Being Moderated
    Jul 20, 2013 10:14 AM   in reply to Willrountree

    I received the same msg that "Adobe Manager... is corrupt" and I used the link to dwnld Creative Cloud: http://www.adobe.com/applicationmanagerpatch/index.html. I run /installed the exe. file as an administrator. This worked perfectly. I am using windows 7.

     

    Very simple.

     
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  • Currently Being Moderated
    Sep 17, 2013 3:36 AM   in reply to palo-brie

    For those of you interested, I posted some insight in this thread.

     

    http://forums.adobe.com/thread/1239962

     
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