10 Replies Latest reply: Nov 23, 2011 4:45 AM by Lee Hui RSS

    Adobe Drive 3 not starting on Mac OS X 10.7.2

    emerasoft-srl Community Member

      I have a computer with Mac OS X 10.7.2 installed. On this computer there is the Creative Suite CS 5.5 (with the latest updates applied to every single piece), a component of the Creative Suite CS5 (InDesign CS5, updated as well). It is impossible to have Adobe Drive 3 running on this computer.

       

      Every time the Adobe Drive 3 application is launched, the CS5ServiceManager crashes.

       

      Not only, when Adobe Drive 3 is installed on that computer, Photoshop CS 5.1 and Illustrator CS 5.1 take 2 minutes to open a file that normally takes 2/3 seconds to be opened.

       

      Is this a known bug?

       

      Best,

      Luca

        • 1. Re: Adobe Drive 3 not starting on Mac OS X 10.7.2
          jiali@adobe.com

          Hi Luca,

           

           

          Thank you very much for your postting this issue.

           

          As your desription, we did following test to reproduce:

          1. On Mac 10.7, update to Mac 10.7.2.

          2. Install Design standard CS5 and Design standard CS5.5 on Mac 10.7.2. then update product to latest build.

          3. Install AD 3.0 and Launch Connect UI. everything works well.

           

          So i am not sure if there are somthing missing in my test.

          It will be helpful if provide us the CS5 ServiceManager log at:/users/@username/Library/Application Support/Adobe/CS5 ServiceManager/logs. and your System Information files.

           

          Thanks,

          Jianfeng

          • 2. Re: Adobe Drive 3 not starting on Mac OS X 10.7.2
            emerasoft-srl Community Member

            Hello Jianfeng,

             

            thank you for your reply. The log file you mentioned has been modified by the system just after the crash but its empty. BTW, I collected other files and I will send you those privately at your personal e-mail address

             

            Best,

            Luca

            • 3. Re: Adobe Drive 3 not starting on Mac OS X 10.7.2
              emerasoft-srl Community Member

              I sent the logs to this e-mail address "jialiATadobe.com" but never received a feedback

              • 4. Re: Adobe Drive 3 not starting on Mac OS X 10.7.2
                jiali@adobe.com

                Hi Luca,

                 

                Sorry for late reply.

                 

                I have got the log and system info from your mail. Thanks for your effort.

                 

                We're invesgating about this issue.

                 

                Can you help to try following steps :

                Lauch InDesign CS5 and click 'Windows'/'Extensions'/'Kuler'. check if CS5 ServiceManager is launched.

                 

                If CS5 ServiceManager still is crashed. try to uninstall AD, and do the above step again.

                 

                Thanks for your effort again!

                 

                Thanks,

                Jianfeng

                • 5. Re: Adobe Drive 3 not starting on Mac OS X 10.7.2
                  emerasoft-srl Community Member

                  If I launch ID CS5 and click on 'Windows > Extensions > Kuler", the CS5ServiceManager is launched and does not crash (with or without AD installed). When AD is launched, CS5ServiceManager crashes

                  • 6. Re: Adobe Drive 3 not starting on Mac OS X 10.7.2
                    jiali@adobe.com

                    Hi Luca,

                     

                    Thanks for your effort!

                     

                    In your system info, we found one difference between your machine and our test machine.

                    The Java VisualVM  version is 14.0.3 in your machine. Current our test enviroment is 14.1.0.  So can you update your Java to 14.1.0 ?

                     

                    Thanks,

                    Jianfeng

                    • 7. Re: Adobe Drive 3 not starting on Mac OS X 10.7.2
                      emerasoft-srl Community Member

                      Jianfeng,

                       

                      I just checked my system from the "System Information" application and - as you can see from the attached image - it seems to me I have the correct version (14.1.0) installed... Isn't it? Where did you exaclty found I am using a older version?

                       

                      Best,

                      Luca

                       

                      Screen Shot 2011-11-23 at 10.52.36.png

                      • 8. Re: Adobe Drive 3 not starting on Mac OS X 10.7.2
                        jiali@adobe.com

                        Hi Luca,

                         

                        We comparing the Service Manager load lib, find there are some difference:

                         

                        Following are piece of Service Manager load library when Service Manager launched successfully:

                         

                        /Users/labuser/Library/Application Support/Adobe/CS5ServiceManager

                        /Library/Application Support/Adobe/CS5ServiceManager/CS5ServiceManager.app/Contents/MacOS/CS5ServiceManager

                        /System/Library/Frameworks/JavaVM.framework/Versions/A/JavaVM

                        /System/Library/PrivateFrameworks/JavaLaunching.framework/Versions/A/JavaLaunching

                        /System/Library/Java/JavaVirtualMachines/1.6.0.jdk/Contents/Libraries/libjvmlinkage.dylib

                        /System/Library/Java/JavaVirtualMachines/1.6.0.jdk/Contents/Home/lib/jce.jar

                        /System/Library/Java/Extensions/AppleScriptEngine.jar

                        /System/Library/Java/JavaVirtualMachines/1.6.0.jdk/Contents/Libraries/libverify.dylib

                        /System/Library/Frameworks/JavaVM.framework/Versions/A/Frameworks/JavaNativeFoundation.fra mework/Versions/A/JavaNativeFoundation

                        /System/Library/Java/JavaVirtualMachines/1.6.0.jdk/Contents/Libraries/libjava.jnilib

                         

                         

                        Follwoing are from your logs:

                         

                            0x1000 -    0x3bfe7 +com.adobe.csi.CS5ServiceManager (??? - 5.0.0.743) <72D5CE97-C76C-E56A-4F97-FA1C27EF3179> /Library/Application Support/Adobe/*/CS5ServiceManager.app/Contents/MacOS/CS5ServiceManager

                           0x76000 - 0x7affd  com.apple.JavaVM (14.1.0 - 14.1.0) <1163556C-5C1D-3C5A-8767-682DAE7D3174> /System/Library/Frameworks/JavaVM.framework/Versions/A/JavaVM

                        0x82000 -    0x86fff  JavaLaunching (??? - ???) <54FA100F-1C60-33D1-97C0-3B0704FE97BC> /System/Library/PrivateFrameworks/JavaLaunching.framework/Versions/A/JavaLaunching

                        0x70f000 -   0x716fff  libverify.dylib (1.0 - 1.0) <C4F30112-1D8E-31D8-8E38-F6A10194E21F> /System/Library/Frameworks/JavaVM.framework/Versions/1.5.0/Libraries/libverify.dylib

                          0x71b000 -   0x723fff  JavaNativeFoundation (??? - ???) <066553E2-055F-3D16-AD97-8F715D63CC61> /System/Library/Frameworks/JavaVM.framework/Versions/A/Frameworks/JavaNativeFoundation.fr amework/Versions/A/JavaNativeFoundation

                        0x72c000 -   0x733ffb  libjvmlinkage.dylib (??? - ???) <6A77EDD1-D1B2-39A9-A637-67BC1D7349F9> /System/Library/Java/JavaVirtualMachines/1.6.0.jdk/Contents/Libraries/libjvmlinkage.dylib

                        0x73a000 -   0x757fff  libjava.jnilib (??? - ???) <A84706D2-237E-37E9-A7B5-F1079935107D> /System/Library/Frameworks/JavaVM.framework/Versions/1.5.0/Libraries/libjava.jnilib

                        0x5000000 - 0x536dfe3  libjvm.dylib (??? - ???) <E873F28F-C5E1-DAA6-2B07-7C1A50044B06> /System/Library/Java/JavaVirtualMachines/1.5.0/Contents/Home/bundle/Libraries/libjvm.dylib

                        0x8fe06000 - 0x8fe389c7  dyld (195.5 - ???) <134323A7-49DC-3A9D-ACFD-32FAD0FD6BA2> /usr/lib/dyld

                         

                        Highlighted are difference.

                         

                        My concern is :there are two JavaVM framework 1.5.0 and 1.6.0 involved. it should be only 1.6.0.jdk in the /System/Library/Java/JavaVirtualMachines if all the java updated from Mac website.

                         

                        So can you just keep 1.6.0 jdk and try it again? Thanks for your patience.


                         

                        Thanks,

                        Jianfeng

                        • 9. Re: Adobe Drive 3 not starting on Mac OS X 10.7.2
                          emerasoft-srl Community Member

                          Hello Jianfeng,

                           

                          I think the problem is finally solved. On my Mac there is not only Java 1.6 installed but 1.5 (I need it for development purposes). So If I am accessing the terminal and type: java -version I am getting this:

                           

                          lbassini-eth:~ lucabassini$ java -version

                          java version "1.6.0_29"

                          Java(TM) SE Runtime Environment (build 1.6.0_29-b11-402-11M3527)

                          Java HotSpot(TM) 64-Bit Server VM (build 20.4-b02-402, mixed mode)

                           

                          The same I can see on the Java Preferences application I can see launch from the /Applications/Utilities/ folder; here is a screenshot:

                           

                          Screen Shot 2011-11-23 at 12.36.33.png

                          As told in the application, the order should determine which version to use. In the presented situation I cannot launch Adobe Drive 3.0. If I then switch off the J2SE 5.0 as in the following picture:

                           

                          Screen Shot 2011-11-23 at 12.38.15.png

                          and then close the Java Preferences application and launch Adobe Drive 3 then the application is finally working, as you can see here:

                           

                          Screen Shot 2011-11-23 at 12.39.40.png

                          What I did not already understand is why Adobe Drive is using Java 1.5 instead of 1.6 even if the "official version" by terminal is 1.6 and the order on the Java Preferences application is set to use 1.6.

                           

                          Best,

                          Luca

                          • 10. Re: Adobe Drive 3 not starting on Mac OS X 10.7.2
                            Lee Hui Community Member

                            I think it doesn't matter whether you use JDK 1.5 or JDK 1.6. The most important thing is that you must use 32-bit version. Becasue some dll/framework in Adobe Drive have only 32-bit version.