8 Replies Latest reply: Aug 28, 2013 9:40 AM by Kens10 RSS

    Can not Re-install Cloud Programs

    Kens10 Community Member

      When I uninstall a cloud program in this case lightroom 5 (happened to premiere to before too) and I try to go back to reinstall it from my cloud manager it shows installed and up  to date  even though it is not installed on my PC anymore. I logged out and rebooted with the same problem.  

       

      Another problem, I had cloud more than six months and ever since when cloud manager has an update I proceed with install but towards the end on update it fails, I end up having to go to my control panel and deleting the manager and going to adobe's and downloading a fresh install for it to work.  Again this has been the case with every single update to manager.

        • 1. Re: Can not Re-install Cloud Programs
          Jeff A Wright Employee Hosts

          Kens10 the Creative Cloud application will only update it's status once every 24 hours.  You can quit and reopen the application to force it to refresh itself and allow you to reinstall the application.

           

          Also which update are you facing difficulties applying?  Do you receive any specific error messages?  Finally which operating system are you using?

          • 2. Re: Can not Re-install Cloud Programs
            Kens10 Community Member

            Jeff I just quit cloud manager and went back in and lightroom still shows installed and up to date.  With premiere pro it was showing installed and up to date days later after it was uninstalled with several logouts and reboots.  The only way to overcome this problem for me is to go to preferences and select a different region/language and start fresh.

             

            Concerning Cloud Manager toward the end of update it gave error cloud couldn't update, I keep trying with no luck, end up having to uninstall cloud manager  and do a fresh install from adobe's site.  Again this second problem has been consistant with every sigle update.

            • 3. Re: Can not Re-install Cloud Programs
              Jeff A Wright Employee Hosts

              Kens10 can you please answer the three questions in my previous post.  Also can you also describe the process you went through for removing Lightroom and Premiere Pro?

              • 4. Re: Can not Re-install Cloud Programs
                Kens10 Community Member

                Yes

                 

                1.  Could not update ceative cloud.  After launch it requiers updates every once a while.

                 

                2. I proceed and it runs with the status bar looking good till it reachs to the end and then I get,  could not update error.  I end up having to  uninstall  cloud and going to adobe's website to do a fresh install. Again this has been the case with every single update to cloud since my membership over 6 months ago.   This happens on both my desktop and laptop.

                 

                3.  I use windows 8 64bit on both desktop and laptop.

                • 5. Re: Can not Re-install Cloud Programs
                  Jeff A Wright Employee Hosts

                  Kens10 for your next step I would recommend reviewing the installation logs for the updates you are attempting to apply.  This should allow you to locate the root cause of your update failure.  Please see Troubleshoot install issues with log files | CC - http://helpx.adobe.com/creative-cloud/kb/troubleshoot-install-logs-cc.html for information on how to locate and interpret your installation log files.

                   

                  Please feel free to post any specific errors you have located within the log file.

                  • 6. Re: Can not Re-install Cloud Programs
                    Kens10 Community Member

                    Exit Code: 33 - The product is not installed, cannot uninstall.

                    Please see specific errors and warnings for troubleshooting. For example, ERROR: DW040 ...

                    08/27/13 00:37:47:074 | [INFO] |  | OOBE | DE |  |  |  | 79548 | DEVersion: 5.0.0.0

                    08/27/13 00:37:47:104 | [INFO] |  | OOBE | DE |  |  |  | 79548 | Loading library from C:\Program Files (x86)\Common Files\Adobe\OOBE\PDApp\DECore\DE5\Setup.dll

                    [   79548] Tue Aug 27 00:37:47 2013  INFO

                    ::START TIMER:: [Total Timer]

                    CHECK: Single instance running

                    CHECK : Credentials

                    Load Deployment File

                    CHECK : Another Native OS installer already running

                    Create Required Folders

                    Assuming uninstall mode

                    Lookup for master payload

                    [   79548] Tue Aug 27 00:37:47 2013 ERROR

                    DW040: The product "{893B3B44-0A1E-404B-8FE8-0A74509102A9}" is not installed. Cannot proceed with the uninstall

                    [   79548] Tue Aug 27 00:37:47 2013  INFO

                    :: END TIMER :: [Total Timer] took 33.4142 milliseconds (0.0334142 seconds) DTR = 119.71 KBPS (0.116904 MBPS)

                    -------------------------------------- Summary --------------------------------------

                    - 0 fatal error(s), 1 error(s), 0 warning(s)

                     

                     

                    ERROR: DW040: The product "{893B3B44-0A1E-404B-8FE8-0A74509102A9}" is not installed. Cannot proceed with the uninstall

                     

                     

                    Please search the above error/warning string(s) to find when the error occurred.

                    These errors resulted in installer Exit Code mentioned below.

                    -------------------------------------------------------------------------------------

                    Exit Code: 33 - The product is not installed, cannot uninstall.

                    Please see specific errors and warnings for troubleshooting. For example, ERROR: DW040 ...

                    08/27/13 08:31:28:414 | [INFO] |  | OOBE | DE |  |  |  | 50620 | DEVersion: 5.0.0.0

                    08/27/13 08:31:28:416 | [INFO] |  | OOBE | DE |  |  |  | 50620 | Loading library from C:\Program Files (x86)\Common Files\Adobe\OOBE\PDApp\DECore\DE5\Setup.dll

                    [   50620] Tue Aug 27 08:31:28 2013  INFO

                    ::START TIMER:: [Total Timer]

                    CHECK: Single instance running

                    CHECK : Credentials

                    Load Deployment File

                    CHECK : Another Native OS installer already running

                    Create Required Folders

                    Assuming uninstall mode

                    Lookup for master payload

                    [   50620] Tue Aug 27 08:31:28 2013 ERROR

                    DW040: The product "{893B3B44-0A1E-404B-8FE8-0A74509102A9}" is not installed. Cannot proceed with the uninstall

                    [   50620] Tue Aug 27 08:31:28 2013  INFO

                    :: END TIMER :: [Total Timer] took 4.08518 milliseconds (0.00408518 seconds) DTR = 979.149 KBPS (0.9562 MBPS)

                    -------------------------------------- Summary --------------------------------------

                    - 0 fatal error(s), 1 error(s), 0 warning(s)

                     

                     

                    ERROR: DW040: The product "{893B3B44-0A1E-404B-8FE8-0A74509102A9}" is not installed. Cannot proceed with the uninstall

                     

                     

                    Please search the above error/warning string(s) to find when the error occurred.

                    These errors resulted in installer Exit Code mentioned below.

                    -------------------------------------------------------------------------------------

                    Exit Code: 33 - The product is not installed, cannot uninstall.

                    Please see specific errors and warnings for troubleshooting. For example, ERROR: DW040 ...

                    • 7. Re: Can not Re-install Cloud Programs
                      Jeff A Wright Employee Hosts

                      I am sorry Ken but the installation summary you have posted does not provide enough information.  Please search the log file for occurrences of ERROR and FATAL to locate the specific error messages.

                       

                      If you would prefer to have our support team review the installation log for you then I would recommend contacting them directly.  You can contact our chat support at http://adobe.ly/yxj0t6.

                      • 8. Re: Can not Re-install Cloud Programs
                        Kens10 Community Member

                        Hi Jeff,

                         

                        I did call tech support and he looked in the windows/system32/drivers/host file and didn't see anything and asked me to call next time the update creates the error.

                         

                        Concerning lightroom being uninstalled and still showing installed in cloud, I downloaded the adobe cleaner and it took care of that problem.