Impossible install recent update of CC, Help me

[rikkardo62]

Dear friend, I work on a Mac Pro (Mid 2012) model: MacPro5,1 / 6-Core Intel Xeon 3,06 GHz 12 core with Mac OS Sierra 10.12.6

I have all the main software of Adobe installed from Adobe Creative Cloud.

Unfortunately I am not able to install all the new update relating Illustrator CC 2018, Indesign CC 2018, Photoshop CC 2018 etc.

When I try to install an update and I launch the app it crash and I received a system error.

The error is:

libsystem_platform.dylib       0x0000000112e54050 _platform_memmove$VARIANT$Nehalem + 112

I am obliged to maintain the previous CC 2018 version of all applications; for instance Indesign run correctly with the 13.0 version but has problem with the 13.0.1 update.

The problem seems to be similar to all the last update of all the creative applications.

I have already tried to made a boot safe, cancel the preference of indesign, cancel the System Preferences.

No one of these experiments obtain successful result.

Pls. have some suggestion to solve the matter.

Thanks in adv. for the help.

Riccardo

[kglad · Accepted solution]

uninstall everything cc including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

restart your computer (don't skip this)

reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.

if you're unable to install the cc desktop app at this stage, use an administrator account (solution 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)

use the desktop app to install your cc programs/trials

[rikkardo62]

Thank You for your help.

I will try, it is a quite long procedure but, at this point, I am available to test every solution.

[rikkardo62]

One more question, once I have ultimate the suggested procedure, can I replace the preference with the old ones? I wish to maintain all my previous setting for color, printer etc.

Thanks in advance for your further support.

Cordially, Riccardo

[kglad]

yes, but if one of your programs starts crashing again, reset its preferences.  preference corruption is the most common cause of adobe program crashes.

you can try resetting problematic program preferences before the full procedure to see it that's the issue.

reset your preferences -

acrobat:  https://forums.adobe.com/thread/1595848?start=0&tstart=0

adobe media encoder: https://forums.adobe.com/thread/1713540

after effects:  http://helpx.adobe.com/after-effects/using/preferences.html

audition: https://forums.adobe.com/thread/1079494

bridge:  https://helpx.adobe.com/bridge/kb/troubleshoot-errors-freezes-bridge-windows.html

captivate: https://forums.adobe.com/thread/975032

dreamweaver:  https://helpx.adobe.com/dreamweaver/kb/restore-preferences-dreamweaver-cs6-cc.html

flash:  http://helpx.adobe.com/flash/kb/re-create-preferences-flash-professional.html

    (or remove Win:  C:\Users\<username>\AppData\Local\Adobe\Animate CC <version>\ and

                                  C\Users\<username>\AppData\Roaming\Adobe\Animate\<version>\

                        Mac:   /Users/<username>/Library/Application Support/Adobe/<Animate CC version>/ and

                                    /Users/<username>/Library/Preferences/Adobe/Animate/<version>/)

fireworks:  https://helpx.adobe.com/fireworks/kb/restore-preferences-fireworks-cs5.html

illustrator:  http://helpx.adobe.com/illustrator/using/setting-preferences.html

incopy:  https://forums.adobe.com/thread/526990

indesign:  https://forums.adobe.com/thread/526990

lightroom: https://helpx.adobe.com/lightroom/help/setting-preferences-lightroom.html

muse: https://forums.adobe.com/thread/1127564 (message 7)

photoshop:  https://forums.adobe.com/thread/375776

photoshop elements:  https://helpx.adobe.com/photoshop-elements/kb/preference-file-locations-photoshop-elements.html,  http://www.photokaboom.com/photography/learn/Photoshop_Elements/troubleshooting/1_delete_preferences...

prelude: https://helpx.adobe.com/prelude/using/prelude-set-preferences.html

premiere elements:  https://helpx.adobe.com/photoshop-elements/kb/preference-file-locations-photoshop-elements.html

premiere pro: http://www.mediacollege.com/adobe/premiere/pro/troubleshooter/trash-preferences.html

if that fails, uninstall, clean (http://www.adobe.com/support/contact/cscleanertool.html) and reinstall

[rikkardo62]

I tried the suggested strategy. Unfortunately I have the same problem.

This is the result:

Process:               Adobe Photoshop CC 2018 [1598]

Path:                  /Applications/Adobe Photoshop CC 2018/Adobe Photoshop CC 2018.app/Contents/MacOS/Adobe Photoshop CC 2018

Identifier:            com.adobe.Photoshop

Version:               19.1.4 (19.1.4.698)

Code Type:             X86-64 (Native)

Parent Process:        ??? [1]

Responsible:           Adobe Photoshop CC 2018 [1598]

User ID:               502

Date/Time:             2018-06-14 19:56:16.961 +0200

OS Version:            Mac OS X 10.12.6 (16G1408)

Report Version:        12

Anonymous UUID:        71956773-5378-1824-046C-232F9783EE5E

Time Awake Since Boot: 580 seconds

System Integrity Protection: enabled

Crashed Thread:        0  Dispatch queue: com.apple.main-thread

Exception Type:        EXC_BAD_ACCESS (SIGSEGV)

Exception Codes:       KERN_INVALID_ADDRESS at 0x0000000000000000

Exception Note:        EXC_CORPSE_NOTIFY

Termination Signal:    Segmentation fault: 11

Termination Reason:    Namespace SIGNAL, Code 0xb

Terminating Process:   exc handler [0]

VM Regions Near 0:

-->

    __TEXT                 000000010a656000-00000001110de000 [106.5M] r-x/rwx SM=COW  /Applications/Adobe Photoshop CC 2018/Adobe Photoshop CC 2018.app/Contents/MacOS/Adobe Photoshop CC 2018

Thread 0 Crashed:: Dispatch queue: com.apple.main-thread

0   libsystem_platform.dylib       0x000000011c25a050 _platform_memmove$VARIANT$Nehalem + 112

1   com.adobe.ACE                 0x00000001175ec82c 0x1175be000 + 190508

2   com.adobe.ACE                 0x00000001175ddd06 0x1175be000 + 130310

3   com.adobe.ACE                 0x00000001175e0444 0x1175be000 + 140356

4   com.adobe.ACE                 0x00000001175e160e 0x1175be000 + 144910

5   com.adobe.ACE                 0x00000001175e15a5 0x1175be000 + 144805

6   com.adobe.ACE                 0x00000001175dfc1e 0x1175be000 + 138270

7   com.adobe.ACE                 0x00000001175e0177 0x1175be000 + 139639

8   com.adobe.ACE                 0x00000001175e0621 0x1175be000 + 140833

9   com.adobe.ACE                 0x00000001175e084e 0x1175be000 + 141390

10  com.adobe.ACE                 0x00000001175edb91 0x1175be000 + 195473

11  com.adobe.ACE                 0x00000001175dd622 0x1175be000 + 128546

12  com.adobe.ACE                 0x000000011765f8de ACEHasFeature + 293098

13  com.adobe.ACE                 0x0000000117629fbf ACEHasFeature + 73675

14  com.adobe.ACE                 0x0000000117628ca1 ACEHasFeature + 68781

15  com.adobe.ACE                 0x000000011761c1e0 ACEHasFeature + 16876

16  com.adobe.Photoshop           0x000000010a698965 0x10a656000 + 272741

17  com.adobe.Photoshop           0x000000010a6c72f6 0x10a656000 + 463606

18  com.adobe.Photoshop           0x000000010a6c80ba 0x10a656000 + 467130

19  com.adobe.Photoshop           0x000000010a67b760 0x10a656000 + 153440

20  com.adobe.Photoshop           0x000000010a67c1ea 0x10a656000 + 156138

21  com.adobe.Photoshop           0x000000010a67c283 0x10a656000 + 156291

22  com.adobe.Photoshop           0x000000010c5eec61 0x10a656000 + 33131617

23  com.adobe.Photoshop           0x000000010b1c8e83 0x10a656000 + 12004995

24  com.adobe.Photoshop           0x000000010b1c86fa 0x10a656000 + 12003066

25  com.adobe.Photoshop           0x000000010b2c0616 0x10a656000 + 13018646

26  com.adobe.Photoshop           0x000000010aabded1 0x10a656000 + 4619985

27  com.adobe.Photoshop           0x000000010aabe689 0x10a656000 + 4621961

28  libdyld.dylib                 0x000000011bf68235 start + 1

[kglad]

did you successfully reset your ps preferences?

if yes, follow the message 1 steps.

[rikkardo62]

I have applied the complete procedure: I have removed all the app and ACC, all the file pertinent to Adobe CC have been cancelled. I restart the Mac and I reinstall every single app. Unfortunately all the apps generate the same error. I have been obliged to remove the last update of each applications and install the previous version of CC2018. I think that the update of all app take with them some modify which make conflict with my machine.

I can try to start from a clean install of Sierra, it is a big work but it is my last chance.

This error is common to all the CC application update:

0   libsystem_platform.dylib       0x000000011c25a050 _platform_memmove$VARIANT$Nehalem + 112

I suppose that it is relating to a system problem specific of my machine; irony of fate, my Mac pro has been completely assembled by Apple (ram included) I have only added a graphic card AMD Radeon HD 7950. I tried also to remove it but without any success.