0 Replies Latest reply: Jul 8, 2015 9:01 AM by chris.campbell RSS

    Where do I find the Flash Player installation log on the Macintosh?

    chris.campbell Adobe Employee

      The Flash Player installer generates multiple log files that can provide crucial troubleshooting clues when you are unable to install.  The following FAQ describes how to locate these log files so that you can provide this information to Adobe when requested.  Please read through the entire FAQ before proceeding.

       

      NOTE: When asked to provide the log files, please read through this FAQ completely before doing anything.  This will prevent you from having to run the installer multiple times to obtain all of the files with the requested information.

       

      Video Guide:

       

       

      If you are encountering problems using Flash Player, please click here for an HTML5 version of this video: YouTube HTML5 HD Link

       

       

      Manual Steps:

       

      File #1: Install.log


      This file contains log information for multiple applications installed on the system.  Since we're only interested in Flash Player, we need to be selective about what we want to capture.

       

      1. Open the Console application from /Applications/Utilities

       

      2. In the left-hand panel, expand /var/log

       

      2015-03-30_10-34-32.png

       

      3. Scroll down until you find "install.log"

       

      4. Using the "Insert Marker" button, add a marker or two to give yourself visual feedback for the start point

       

      5. Run the Flash Player Installer

       

      6. Return to the Console application and you'll notice that data has been added to the log

       

      7. Scroll up until you find the start point (represented by the markers added in step 4) and select all of the new data below

       

      2015-03-30_10-54-36.png

       

      8. Open a text editor, paste the log text and save the file to provide to Adobe.

       


      File #2: FlashPlayerInstallManager.log

       

      This file is located in ~/Library/Logs/FlashPlayerInstallManager.log

       

      You can navigate to this folder using the following steps:

       

      1. Select the Go -> Go to Folder... menu item from the Finder menu

      2013-04-16_11-19-25.png

       

      2. Copy and paste ~/Library/Logs into the Go to Folder dialog

      2013-04-16_11-21-47.png

       

      3. Locate the "FlashPlayerInstallManager.log" in the folder that appears.

       

       

      File #3 and 4: Adobe_ADM.log and Adobe_GDE.log

       

      Two files, Adobe_ADM.log and Adobe_GDE.log, located in ~/Library/Logs/Adobe_ADMLogs, are generated by the online installer.

       

      Sometimes we'll request you to enable verbose logging.  Scroll down to the 'Enable Verbose Logging' section to enable verbose logging and then run the installer.

       

      You can navigate to this folder using the following steps:

       

      1. Select the Go -> Go to Folder... menu item from the Finder menu

      2013-04-16_11-19-25.png

       

      2. Copy and paste ~/Library/Logs/Adobe_ADMLogs into the Go to Folder dialog

      GoToFolder.jpg

       

      3. Locate the Adobe_ADM.log and Adobe_GDE.log files in the folder that appears.

       

       

      Enable Verbose Logging

       

      At times we may require detailed debugging information from the online installer logs which is only captured when verbose logging logging is enabled.  When requested do the following:

      1. Create an empty text file named ADM.trace inside the ~/Library/Logs directory (this is the User's Library directory, not the system, /Library, directory).  The file extension itself is .trace, not .txt or anything else.
      2. Run the online installer again until it stops
      3. Locate the Adobe_ADM.log and Adobe_GDE.log files in the ~/Library/Logs/Adobe_ADMLogs directory


       

      Uploading Log Files

      Once you have secured all of the log files, you can compress them and then upload the single file using the instructions here:

       

      How to share a document.

       

      Finally, post the link to the uploaded file into your forum post.

       

      Message was edited by: Maria Vargas

      Added information to obtain the Adobe_ADMLogs and some other minor edits