13 Replies Latest reply: Sep 6, 2010 7:05 AM by Ratnesh-Kumar RSS

    Error Installing Adobe Air from Story Desktop Application Installer

    JimP1102 Community Member

      This is truly driving me nuts already.

      Every time I try to install the Desktop Application from the Story website, it says I must install Adobe Air. So I click Install, it shows the progress bar to 100%, then errors out with a window. The window header reads "Adobe AIR Installer" and the main section of the window reads "Couldn't write the application to the hard disk. Please verify the hard disk is available and try again." - There is a Retry and Cancel. Retry does it all again with same results.

      No, I had no previous versions of Adobe Air. So I tried installing AIR direct from the Adobe website, and it installs fine. So I go back to the Story webpage and try installing the Desktop Application again and the exact same set of events as described above happens. I uninstalled the AIR install, tried again, same result.

      I had Production Premium CS3 previously, and installed Production Premium CS5 UPGRADE. All the programs in the suite work like a charm!

      I'm running Windows 7 64 bit with 208 Gig free on my C drive, as well as over 500 gig free spread out over two other drives. 8 Gig memory, and two Nvidia Qadro FX 3500 video cards (If that matters at all). Full admin rights to the PC, not limited in any way.

      A quick Google search shows plenty of other people having the same problem,  just no known fixes I've found!

      HELP!!!

      PS- I have a picture of the error message, but the insert picture link is greyed out and won't let me add anything to this post.

        • 1. Re: Error Installing Adobe Air from Story Desktop Application Installer
          Ratnesh-Kumar Community Member

          Please try running the installer with administraor privileges (run as adiministrator)

          I hope you installed latest adobe air from here

           

          Let me know if this doesn't work. You can mail me the snapshot of the error at 'ratnesh at adobe.com'

          • 2. Re: Error Installing Adobe Air from Story Desktop Application Installer
            sunnyladkani Adobe Employee

            Hi,

             

            We are very sorry that you're facing this problem.

             

            Could you please try it one more time with an additional step of refreshing the Story page after installing AIR.

            ...

            So I tried installing AIR direct from the Adobe website, and it installs  fine. So I go back to the Story webpage(REFRESH the Story page here) and try installing the Desktop  Application again and the exact same set of events as described above  happens. I uninstalled the AIR install, tried again, same result.

            ....

             

            Story checks for AIR install status on the machine at the time of launch. So, if the application was launched first, and then the AIR installed, the application will not know the update AIR install status. Therefore, refreshing the Story page should work. Another way could be to install the AIR app first and then launch the application.

             

            Thanks for reporting the issue and we'll work on fixing it soon.

             

            In case you still face any problem, please feel free to mail back : sunny at adobe dot com.

             

            Regards,

            Sunny

            • 3. Re: Error Installing Adobe Air from Story Desktop Application Installer
              JimP1102 Community Member

              Wait, how do you run an internet installer as an admin ?

              • 4. Re: Error Installing Adobe Air from Story Desktop Application Installer
                JimP1102 Community Member

                Sladkani123,

                 

                YOU ARE THE MAN. Thank You, that did the trick. I had to install Air via the direct download page, then I restarted the machine (Don't know if I had to go to that extreme, but it seemed the 100% sure of starting fresh method) then opened the Story website and install it again and it worked like a charm.

                Thanks Again,

                Jim

                • 5. Re: Error Installing Adobe Air from Story Desktop Application Installer
                  Ratnesh-Kumar Community Member

                  I was talking about running the air installer (AdobeAirInstaller.exe) as administrator (download link here).

                   

                  From your first post,

                       >> it says I must install Adobe Air. So I click Install, it shows the  progress bar to 100%, then errors out with a window. The window header  reads "Adobe AIR Installer" and the main section of the window reads  "Couldn't write the application to the hard disk.

                   

                  It appeared that air installer was showing error after running the progress bar till 100%.

                  Anyways great to hear that the problem is resolved.

                   

                  thanks

                  • 6. Re: Error Installing Adobe Air from Story Desktop Application Installer
                    R Sokol Community Member

                    I am having difficulty installing the desktop version as well. I followed the advice given here, but still get an error when running AdobeStory.air.

                     

                    I am logged in as administrator. Air has been installed from the link noted in this thread. Here is the error: Any further advice? Thanks!Picture 1.png

                    • 7. Re: Error Installing Adobe Air from Story Desktop Application Installer
                      Ratnesh-Kumar Community Member

                      Can you try following:

                       

                      Windows

                           Delete "%appdata%\Adobe\AIR\ELS\com.adobe.AdobeStory*" (i.e. delete all the folders starting with com.adobe.AdobeStory)

                       

                      Mac

                           Delete the application stored data: User > Library > Application Support > AIR > ELS > com.adobe.AdobeStory*

                       

                      Once this is done try running the installer again.

                       

                      thanks

                      ratnesh

                      • 8. Re: Error Installing Adobe Air from Story Desktop Application Installer
                        R Sokol Community Member

                        Thank you for your prompt reply.

                         

                        Deleted folder as noted. Attempted re-install, it again failed. So...

                         

                        Uninstalled AIR, then looked for all mentions of AIR on system and removed them.

                        Reinstalled AIR - clean install.

                        Attempted reinstall of Story, it failed.

                         

                        Thank you for your continued support.

                        • 9. Re: Error Installing Adobe Air from Story Desktop Application Installer
                          Ratnesh-Kumar Community Member

                          Hi,

                           

                          We regret that you are still stuck with the installer.

                          Can you please send us the installer log ?

                           

                          You can locate it as following:

                                  On Windows XP:

                                         C:\Documents and Settings\<username>\Local Settings\Application Data\Adobe\AIR\logs\Install.log

                                  On Windows Vista/ Windows 7:

                                         C:\Users\<username>Appdata\Local\Adobe\AIR\logs\Install.log

                                  On Mac OS X:

                                         /private/var/log/system.log (console application)

                                  On Linux:

                                         /home/<username>/.appdata/Adobe/AIR/Logs/Install.log

                           

                          Thank you for your patience and prompt responses.

                           

                          --ratnesh

                          • 10. Re: Error Installing Adobe Air from Story Desktop Application Installer
                            R Sokol Community Member

                            Here is the installer log entries as requested:

                             

                            9/3/10 11:34:54 AM /Applications/Utilities/Adobe AIR Application Installer.app/Contents/MacOS/Adobe AIR Application Installer[344] Starting app install of file:///Users/Shared/Downloads/AdobeStory.air
                            9/3/10 11:34:54 AM /Applications/Utilities/Adobe AIR Application Installer.app/Contents/MacOS/Adobe AIR Application Installer[344] UI SWF load is complete
                            9/3/10 11:34:55 AM /Applications/Utilities/Adobe AIR Application Installer.app/Contents/MacOS/Adobe AIR Application Installer[344] UI initialized
                            9/3/10 11:34:55 AM /Applications/Utilities/Adobe AIR Application Installer.app/Contents/MacOS/Adobe AIR Application Installer[344] beginning UI styling
                            9/3/10 11:34:55 AM /Applications/Utilities/Adobe AIR Application Installer.app/Contents/MacOS/Adobe AIR Application Installer[344] UI styling complete
                            9/3/10 11:34:55 AM /Applications/Utilities/Adobe AIR Application Installer.app/Contents/MacOS/Adobe AIR Application Installer[344] Unpackaging to /private/var/folders/dJ/dJl0jNt6GK4MiC2esOh-GU+++TM/TemporaryItems/FlashTmp0
                            9/3/10 11:34:58 AM /Applications/Utilities/Adobe AIR Application Installer.app/Contents/MacOS/Adobe AIR Application Installer[344] unpackaging/validation is complete
                            9/3/10 11:34:58 AM /Applications/Utilities/Adobe AIR Application Installer.app/Contents/MacOS/Adobe AIR Application Installer[344] application is bound to this version of the runtime
                            9/3/10 11:34:58 AM /Applications/Utilities/Adobe AIR Application Installer.app/Contents/MacOS/Adobe AIR Application Installer[344] app id com.adobe.AdobeStory
                            9/3/10 11:34:58 AM /Applications/Utilities/Adobe AIR Application Installer.app/Contents/MacOS/Adobe AIR Application Installer[344] pub id 4875E02D9FB21EE389F73B8D1702B320485DF8CE.1
                            9/3/10 11:34:58 AM /Applications/Utilities/Adobe AIR Application Installer.app/Contents/MacOS/Adobe AIR Application Installer[344] Application located at /Applications
                            9/3/10 11:34:58 AM /Applications/Utilities/Adobe AIR Application Installer.app/Contents/MacOS/Adobe AIR Application Installer[344] The certificate of the installed app fails to match either the signature or migration signature of the AIR file
                            9/3/10 11:35:01 AM /Applications/Utilities/Adobe AIR Application Installer.app/Contents/MacOS/Adobe AIR Application Installer[344] starting cleanup of temporary files
                            9/3/10 11:35:02 AM /Applications/Utilities/Adobe AIR Application Installer.app/Contents/MacOS/Adobe AIR Application Installer[344] application installer exiting
                            9/3/10 11:35:02 AM /Applications/Utilities/Adobe AIR Application Installer.app/Contents/MacOS/Adobe AIR Application Installer[344] application installer exiting
                            9/3/10 11:35:02 AM com.apple.launchd[223] ([0x0-0x40040].com.adobe.air.ApplicationInstaller[344]) Exited with exit code: 9

                             

                            Thank you for your help.

                            • 11. Re: Error Installing Adobe Air from Story Desktop Application Installer
                              Ratnesh-Kumar Community Member

                              From the log it seems that you had installed some previous version of adobe story air application which's publisher id conflicts with the new one.

                               

                              Can you check if 'Adobe Story' is already installed in your /Applications folder,

                                   if YES please uninstall it using the uninstaller located at  /Applications/Utilities/Adobe Installers/ and try reinstalling again.

                                   if NO please note that today we pushed a new build on production, so a new air app installer is also available, you can give it a try as well.

                               

                              For installing the adobe story air app,

                                   go to story.adobe.com,

                                   login using username/password

                                   Click Home, if you are in projects view

                                   Now click on 'Install Desktop Application' button.

                               

                              Let us know if the problem persist, we can have a connect session later next week.

                               

                              thanks

                              ratnesh

                              • 12. Re: Error Installing Adobe Air from Story Desktop Application Installer
                                R Sokol Community Member

                                ratnesh,

                                 

                                Success!

                                 

                                I did a search for AdobeStory on my machine and found a really early beta installed. Ran AppZapper to remove it (the App and the plist file) and then ran the new install you just released. All installed well and I was able to open our projects.

                                 

                                Thank you very much for your support and troubleshooting suggestions. Sometimes all you need is someone to ask the right questions.

                                 

                                We look forward to further updates.

                                • 13. Re: Error Installing Adobe Air from Story Desktop Application Installer
                                  Ratnesh-Kumar Community Member

                                  Hi,

                                   

                                  Good to hear that you were able to troubleshoot the issue , we are sorry that it to so long for us to help you resolve the issue but thanks for sticking with us.

                                   

                                  It will be great if we can get your valuble feedback on story.

                                  We recently introduced some cool features like "track changes" and "versioning".

                                  I would suggest that before exploring more about the new features, have a look at our new feature release notes [9 pages only ]

                                   

                                  thanks

                                  ratnesh

                                  mail: ratnesh at adobe dot com