I have spent over an hour with a tech from Adobe who had access to my system trying to get the update from PPRo and AE to the latest versions to no avail. When I told the tech he was doing what I have already done several times with no sucess he simply, without a word, disconnected and hung up on me. I suppose that's a different issue that concerns the company. Has anyone had similar failure issues trying to update, and if so were you able to resolve, and how? Thanks folks.
There have been a few reports of problems in this vein, and several different causes isolated. For instance:
Summarizing the steps that you've already tried will help avoid having people here suggest solutions that are no good in your case.
Also, what's the exact nature of the failure? Do you get any error message?
Thanks Mark, here goes. I am using cs6 on a hex core windows 7-64 bit machine with 64 gig of memory. My program drive is 2tb with a 4tb raid0 used for video. I have tried the update from within the PPro and by downloading from adobe's site. When I attempt from within the program I simply get a message saying the update failed to install, The message has an error log link but when I click on it explorer boots to my default web page, no error log. It also says to try again and if the problem continues to call customer support which I did with no success as mentioned in my original message. When trying by using the download I unzip the folder and run the install program after which I am told that the update is not a 32bit program. This confuses me because everything is running 64bit. Let me add that I updated once before to PPro 6.0.3, AE 11.02.12, Encore 6.0.2004, and Photoshop 13.0.1 by using the download method without any problems. I hope that is sufficient Mark.
Is this the update that you downloaded: http://www.adobe.com/support/downloads/detail.jsp?ftpID=5631.
That's the current update for CS6: 6.0.5.
Hi Eugene J Kulak,
Please follow the steps below and check if that helps.
C:\Program Files (x86)\Common Files\Adobe\AAMUpdaterInventory
Rename 1.0 folder in the above location to old1.0. Then restart the machine, launch CC Application and sign out and sign in again. Try to update the product directly from the creative cloud app again. If it fails, try it manually as well.
If you have followed these steps then follow the KB Article mentioned in the link below. If you get any error message while checking the log files then please mention it in your reply.
Thanks Vinay. For starters I cannot find the C:\ProgramData folder. I did check the link you provided and really got confused as there are 23 log.gz in that folder and I don't know which one I am supposed to reference. When I checked C:\Program Files (x86)\Common Files\Adobe\AAMUpdaterInventory the 1.0 folder was already renamed 1.0old by the Adobe rep that was connected to my comupter. I renamed it old1.0 just to follow you directions to the letter but went no further because I could not find the C:\ProgramData folder. Where do I go from here?
OK Vinay I found it by telling windows to show hidden files. I renamed the files you instructed me to and followed all your instructions. I could not connect to the cloud's server even after dissableing my firewall so I went the download route. After unzipping the folder I get the following message: "data error in adobe patchinstaller.exe. File is broken. If I double click on it anyways I get the following message: adobe patchinstaller.exe is not a valid Win32 application.
Hi Eugene J Kulak,
Please go to the link below and choose your Product and update to install it again. It might happen that the downloaded version of the update may be correct. Please restart the machine and try to sign out and sign in again from the CC Application again.
Hi Eugene J Kulak,
Go to Control Panel\All Control Panel Items\Programs and Features. Uninstall Adobe Creative Cloud. Go to the below link, sign in, if required, and then install a fresh copy of Creative Cloud application. Once it is done, try to install the updates.
Good morning Vinay. After I uninstalled creative cloud I tried to download creative cloud again but when I ran the set up program It would not complete, giving me an error code: A12E5. Any other suggestions?
After repeated tries I finally got creative cloud to load and install. When trying to update my cs6 apps I am told that all my apps are up to date. When I check the versionsI have cs6 PPro v6.0.3 but isn't the latest version 6.0.5? Also AE is version 11.02.12 and the latest version is supposed to 11.03. If so the cloud updates are not working. I have internet connection, have turned the firewall off, and do not have virus protection on this computer because it for editing only.
Hi Ann, and thanks but that is how this whole debacle started. None of the updates will install on my computer since I updated PPRo to 6.0.3. I gave control of my computer to an Adobe support tech and he started doing all sort of things including going the cloud route to no avail. When nothing worked he just cut and run and disconnected me without even saying "bye." Now I appear to be stuck in the Adobe Twilight Zone. Meaning I cannot update any of my CS6 applications, cloud or manually. I have been with Adobe for many years, started with Premiere 1.5 and have been upgrading ever since but have not had a problem as frustrating as this before. Do not care to change horses in the middle of the stream and my present versions are working just fine including all my Matrox hardware and software so I am wondering why I even tried to update in the first place. It used to be easy and straight forward, but not any longer.
I really am trying to put this issue to rest. Does anyone have any other suggestions? I am willing to try almost anything to resolve it since even the Adobe tech could not resolve it after I gave him control of my computer. I refuse to believe it is unsolvable. Thanks everyone.
Many thanks to all those who tried to help me with the problems I am having trying to upgrade CS6, including the Adobe techs who tried while having control of my computer. As nothing has resolved the problem, and seeing that the present versions are all operating without any issues I have decided to leave things as they are for fear of finding myself in a bad place. Seeing that Adobe has become a subscriber only service, if and when things start to go bad I will move on to different software. Again, thank you all.