16 Replies Latest reply: Dec 29, 2012 5:20 AM by mandelbrot RSS

    Installation issues including AAM, Dreamweaver CS6 and Phtoshop CS6

    mandelbrot Community Member
    mandelbrot Oct 24, 2012 2:43 AM

      Hi Everyone,

       

       

      This discussion is a continuation of a thread that was started in the 'Creative Cloud' discussion forum.  It's important to read this discussion first to get a background regarding the underlying issues first.

       

      To continue, this new discussion will keep the issue in the open - I don't want it hidden away as I believe others may benefit from suggestions and issues along the way.

       

      Quick recap:

       

      1. My UK organisation purchased 6 licences each of Photoshop CS6, Dreamweaver CS6 and Acrobat 10 via an Adobe License Certificate.
      2. The license keys were given to me to download and install the software.
      3. I downloaded from http://www.adobe.com/downloads but on installing was told that the key was invalid.
      4. Contacted Adobe support several times and finally found that the software had to be downloaded from https://licensing.adobe.com.
      5. Didn't have an account as these are held by my organisation's purchasing team.
      6. Adobe added my details to my company's account eventually.
      7. Downloaded and installed the software.

       

       

      At fisrt I used the software and, as with most software rushed through for a deadline, discovered various bugs (mainly in Dreamweaver it has to be said, as I haven't really had chance to use the other two products yet).  So...

       

      1. Attempted the automatic update process.  This failed due to restrictions on our firewall.
      2. Checked the Adobe site which said check the log files.  Checked the log files and found a warning (this is detailed in the other post metnioned above).
      3. Chatted with Adobe support twice at this point to try and pinpoint the issues.  They suggested downloading the updated updater(!).
      4. Dreamweaver update process went 65% of the way through before freezing with 5 seconds left on the clock and Photoshop failed altogther saying that the updater was invalid.  Dreamweaver gave me the error number U44M2I218, as discussed in the other thread by Ken.
      6. I completely uninstalled every Adobe product, including Flash and Air
      7. and ran the Cleaner Tool.
      8. After reinstalling and attempting the upgrade process for only Photoshop and Dreamweaver I received the same issues as discussed previously.
      10. For some reason this caused issues with my OS and I've had to rebuild.  This time I'm running Windows 7 instead of XP SP3, but these products are not getting installed until someone from Adobe
      11. can give me clear direction as to what I need to do.

       

      To bring this up to date I received a PM this morning from Jeff Wright.  The message reads:

       

      To: mandelbrot  

      From: Jeff A Wright

       

      Sent: 23-Oct-2012

       

      Subject: Private Message: Regarding your updating difficulties

       

       

      Good day Paul Weston,

           I am contacting you regarding the difficulties you have been having applying the Dreamweaver 12.0.2 update.  If you have contacted our support team if you can please provide me with the case number it will allow me to review your interaction.  In addition if you can please let me know your preferred e-mail address we can bring this conversation into e-mail as opposed to sending private messages back and forth.  This will be especially important when we need to look at your installation logs for the update which you are having difficulty applying.

       

      Thank you,

           Jeff Wright

       

      My reply:

       

      Hi Jeff,

       

       

      Unfortunately I don't have any case number(s) even though I spoke to several of your colleagues in India, bit via chat and telephone.  Each time no case number was given to me.  At one point I did fill out a survey, also!

       

      If you can trace it from this, my email address is <<emailadress>>, I'm linked to <<organisation>>NHS Trust and our primary contact used to be a gentleman called Eddie Drake (either <<emailaddress>> or <<emailaddress>>).  Failing that, our software license certificate number is <<id>>, end user id (whatever that is) is <<id>> and our Adobe order number for this consignment is <<id>>.

       

      I don't want to hide this away from the community and have opened a new discussion to this end - any PMs or emails will be dropped into this unless you choose to use the discussion as a contact method.

       

       

      Paul.

       

      Please feel free to add constructive comments anyone.

       

       

      Regards,
      Paul.

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