28 Replies Latest reply: Oct 22, 2013 9:45 AM by Jeff A Wright RSS

    Can't update Photoshop to 14.1.1 release

    xaci_68 Community Member

      As per title.

      I tried almost everything. I uninstalled the Creative Cloud updater, and reinstalled. I removed the temp files from the hidden MAC folders.

      But, still I keeping on getting the error message I'm not connected to the internet and, of course, I am.

       

      In order to verify the proper connection (as well as the firewall setup and things like that), I've tried downloading another software (in this case was the Extended toolkit) and enerything went smoothly with no errors whatsoevere.

       

      So, looks like it's just the Photoshop update which is not working (error's screen shot attached).

       

      Any ideas?

       

      I run on a MBP updated few days ago to the last ML 10.8.5 (could it be the reason?).

       

      Alessandro.

       

      P.S.: Right now, I'm connected wireless through the company server/connection, but it hasn't ever been a problem to update softwares.

       

      Screen Shot 2013-09-14 at 9.12.01 AM.png

        • 1. Re: Can't update Photoshop to 14.1.1 release
          xaci_68 Community Member

          A little update.

          Now I've tried to download and install some other software included in the service, but it not even start anymore...

          • 2. Re: Can't update Photoshop to 14.1.1 release
            Jeff A Wright Employee Hosts

            Xaci_68 I would recommend reviewing the steps listed in Sign in or activation errors | CS6, CS5.5 Subscriptions, CS6 Perpetual - http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html.  This covers many of the common causes of not being able to connect to the Internet.

            • 3. Re: Can't update Photoshop to 14.1.1 release
              xaci_68 Community Member

              Thanks Jeff for the answer, but, unfortunately no, it doesn't help.

               

              The strange thing is, I’ve received the InDesign CC bug fix update notification (28.0.0) as well this morning and it just went through almost smoothly, while still the Photoshop CC one gives me the reported error as per above screen shot.

               

              Can the downloaded file be corrupted? I deleted several times the partial downloads from the AAMUpdater folder (full path: username/Library/Application Support/Adobe/AAMUpdater/1.0/), start the update again, but it’s still a no go.

              Any chances to pick the update file up somewhere else other than via Creative Cloud?

               

              Thank you,

              Alessandro.

              • 4. Re: Can't update Photoshop to 14.1.1 release
                sanchaithw Community Member

                Same here. When I tried Adobe Crestive Cloud Desktop. Photoshop CCis shown as up to date. And when I sterted Photoshop, then click Help-Updates, there is no update show up. It stated that Photoshop is up to date.

                 

                Ending up, I cannot get my Photoshop update to 14.1.1. I have even tried download the patch itself, and the installation fail. It stated that the update is not valid for my Photoshop

                 

                Help please

                • 5. Re: Can't update Photoshop to 14.1.1 release
                  xaci_68 Community Member

                  And where did you found the downloadable patch?

                  I'm not able to find it anywhere...

                  • 6. Re: Can't update Photoshop to 14.1.1 release
                    sanchaithw Community Member

                    The link has been deleted from the forum

                    • 8. Re: Can't update Photoshop to 14.1.1 release
                      xaci_68 Community Member

                      ok, understood...thanks.

                      • 9. Re: Can't update Photoshop to 14.1.1 release
                        xaci_68 Community Member

                        Very last news... Bridge CC update notification arrived and there was no problems updating it.

                        At this poi I think there is definetely something wrong with my installation.

                        I'll remove Photoshop and reinstall it, see if it'll solve it.

                         

                        By the way, this is the aamu log:

                         

                        09/17/13 10:32:59:280 | [INFO] |  | UPDATER | CORE |  |  |  | 251195 | >>> Adobe Updater Log Begin >>>

                        09/17/13 10:32:59:280 | [INFO] |  | UPDATER | CORE |  |  |  | 251195 | UpdaterCoreImpl::InitLogFile : Application Version 7.0.0.70

                        09/17/13 10:32:59:280 | [INFO] |  | UPDATER | CORE |  |  |  | 251195 | UpdaterCoreImpl::InitLogFile : cmdline option --> -logFile = /Users/alessandro/Library/Application Support/Adobe/AAMUpdater/1.0/aamu.log

                        09/17/13 10:32:59:280 | [INFO] |  | UPDATER | CORE |  |  |  | 251195 | UpdaterCoreImpl::InitLogFile : cmdline option --> -logLevel = 2

                        09/17/13 10:32:59:280 | [INFO] |  | UPDATER | CORE |  |  |  | 251195 | Stepped into << UCInitialize >> call

                        09/17/13 10:32:59:281 | [INFO] |  | UPDATER | CORE |  |  |  | 251195 | UCInitialize : AAM is launched via CCM.

                        09/17/13 10:32:59:281 | [INFO] |  | UPDATER | CORE |  |  |  | 251195 | Stepped into << UCSetUpdateEnginePath >> call

                        09/17/13 10:32:59:360 | [INFO] |  | UPDATER | CORE |  |  |  | 251195 | Returning from << UCSetUpdateEnginePath >> call error = 0 retVal = 1

                        09/17/13 10:32:59:361 | [INFO] |  | UPDATER | CORE |  |  |  | 251195 | Stepped into << UCSetDeploymentEnginePath >> call

                        09/17/13 10:32:59:437 | [INFO] |  | UPDATER | CORE |  |  |  | 251195 | Returning from << UCSetDeploymentEnginePath >> call error = 0 retVal = 1

                        09/17/13 10:32:59:438 | [INFO] |  | UPDATER | CORE |  |  |  | 251195 | Returning from << UCInitialize >> call error = 0 retVal = 1

                        09/17/13 10:32:59:438 | [INFO] |  | UPDATER | CORE |  |  |  | 251195 | Stepped into << UCSetProxyInfo >> call

                        09/17/13 10:32:59:438 | [INFO] |  | UPDATER | CORE |  |  |  | 251195 | UCSetProxyInfo : WARNING - Failed to updated data into preference file  = U1M1UNKNOWN43

                        09/17/13 10:32:59:438 | [INFO] |  | UPDATER | CORE |  |  |  | 251195 | Returning from << UCSetProxyInfo >> call, retVal = 1

                        09/17/13 10:33:00:518 | [INFO] |  | UPDATER | CORE |  |  |  | 244766 | Stepped into << UCDownloadUpdates >> call

                        09/17/13 10:33:00:519 | [INFO] |  | UPDATER | CORE |  |  |  | 244766 | UCDownloadUpdates : call from CCM

                        09/17/13 10:33:00:519 | [INFO] |  | UPDATER | CORE |  |  |  | 244766 |  Stepped into << AdobeUpdaterCreateThread >> API

                        09/17/13 10:33:00:519 | [INFO] |  | UPDATER | CORE |  |  |  | 244766 | Returning from << AdobeUpdaterCreateThread >> API

                        09/17/13 10:33:00:519 | [INFO] |  | UPDATER | CORE |  |  |  | 244766 | StartUpdateInstallerSubsystem : Waiting for IPC thread to instantiate IPC channel.

                        09/17/13 10:33:00:519 | [INFO] |  | UPDATER | CORE |  |  |  | 251256 | ThreadInstallRequestHandler : Creating new IPC Object for Install control

                        09/17/13 10:33:00:519 | [INFO] |  | UPDATER | CORE |  |  |  | 251256 | ThreadInstallRequestHandler : Acquiring kSyncUpdaterCoreIPCRecvPacketWaitKey Lock before re intializing IPC Channel.

                        09/17/13 10:33:00:529 | [INFO] |  | UPDATER | CORE |  |  |  | 244766 | StartUpdateInstallerSubsystem : LaunchUpdateInstallerAsAdmin before.

                        09/17/13 10:33:00:529 | [INFO] |  | UPDATER | CORE |  |  |  | 244766 | LaunchUpdateInstallerAsAdmin: UpdateInstaller utility path is : = /Applications/Utilities/Adobe Application Manager/UWA/Adobe Application Manager (Updater)

                        09/17/13 10:33:00:602 | [INFO] |  | UPDATER | CORE |  |  |  | 244766 | LaunchUpdateInstallerAsAdmin: sCmdLineArgs1 is : = -mode=productupdate

                        09/17/13 10:33:00:602 | [INFO] |  | UPDATER | CORE |  |  |  | 244766 | LaunchUpdateInstallerAsAdmin: sCmdLineArgs2 is : = -appDataDir=/Users/alessandro/Library/Application Support/Adobe/AAMUpdater/1.0

                        09/17/13 10:33:00:602 | [INFO] |  | UPDATER | CORE |  |  |  | 244766 | LaunchUpdateInstallerAsAdmin: sCmdLineArgs3 is : = -deploymentEnginePath=/Applications/Utilities/Adobe Application Manager/DECore/Setup.app/Contents/MacOS/Setup

                        09/17/13 10:33:00:690 | [INFO] |  | UPDATER | CORE |  |  |  | 244766 | LaunchUpdateInstallerAsAdmin: UpdateInstaller launch executed successfully using launcher.

                        09/17/13 10:33:00:690 | [INFO] |  | UPDATER | CORE |  |  |  | 244766 | StartUpdateInstallerSubsystem : Releasing kSyncUpdaterCoreIPCRecvPacketWaitKey Lock.

                        09/17/13 10:33:00:690 | [INFO] |  | UPDATER | CORE |  |  |  | 244766 | StartUpdateInstallerSubsystem : Acquiring kSyncUpdaterCoreIPCInitializationWaitKey Lock before intializing IPC Channel.

                        09/17/13 10:33:00:690 | [INFO] |  | UPDATER | CORE |  |  |  | 251256 | ThreadInstallRequestHandler : Initializing IPC channel for Install control

                        09/17/13 10:33:00:728 | [INFO] |  | UPDATER | CORE |  |  |  | 251256 | ThreadInstallRequestHandler : Releasing kSyncUpdaterCoreIPCInitializationWaitKey Lock after IPC Channel.

                        09/17/13 10:33:00:728 | [INFO] |  | UPDATER | CORE |  |  |  | 244766 | StartUpdateInstallerSubsystem : Acquiring kSyncUpdaterCoreIPCAckPacketWaitKey Lock before re intializing IPC Channel.

                        09/17/13 10:33:00:728 | [INFO] |  | UPDATER | CORE |  |  |  | 251256 | NotifyResultToInstallerSubSystem : Sending packet with id  = 9

                        09/17/13 10:33:00:780 | [INFO] |  | UPDATER | CORE |  |  |  | 244766 | StartUpdateInstallerSubsystem : Received ACK from Update Installer subsystem for Initialization.

                        09/17/13 10:33:00:780 | [INFO] |  | UPDATER | CORE |  |  |  | 244766 | SetDownloadUpdatesInProgress :  = 1

                        09/17/13 10:33:00:780 | [INFO] |  | UPDATER | CORE |  |  |  | 244766 | Returning from << UCDownloadUpdates >> call error = 0 retVal = 1

                        09/17/13 10:33:00:781 | [INFO] |  | UPDATER | CORE |  |  |  | 251289 | ThreadDownloadUpdates: Downloading installer for update refID: AdobePhotoshopCCSupport-14.0/14.1.1

                        09/17/13 10:33:00:781 | [INFO] |  | UPDATER | CORE |  |  |  | 251289 | getValidationType: Going for AGV validation for the downloaded installer

                        09/17/13 10:33:00:787 | [INFO] |  | UPDATER | CORE |  |  |  | 251289 | ThreadDownloadUpdates:: Initializing Download

                        09/17/13 10:33:00:788 | [INFO] |  | UPDATER | CORE |  |  |  | 251289 | GDEDownloader:: GDEInitialize Successful

                        09/17/13 10:33:00:789 | [INFO] |  | UPDATER | CORE |  |  |  | 251289 | GDEDownloader:: GDEInitDownloader Successful

                        09/17/13 10:33:00:893 | [INFO] |  | UPDATER | CORE |  |  |  | 251289 | GDEDownloader:: GDEGetFileSize Successful

                        09/17/13 10:33:00:893 | [INFO] |  | UPDATER | CORE |  |  |  | 251289 | ThreadDownloadUpdates:: Starting Download

                        09/17/13 10:33:01:032 | [INFO] |  | UPDATER | CORE |  |  |  | 251289 | GDEDownloader:: Download Successfully Started

                        09/17/13 10:33:01:669 | [INFO] |  | UPDATER | CORE |  |  |  | 251289 | ThreadDownloadUpdates:: ERROR: Error while downloading, Trying to Handle

                        09/17/13 10:33:01:669 | [INFO] |  | UPDATER | CORE |  |  |  | 251289 | ThreadDownloadUpdates:: ERROR: No Network

                        09/17/13 10:33:01:809 | [INFO] |  | UPDATER | CORE |  |  |  | 251289 | GDEDownloader:: GDE Closed

                        09/17/13 10:33:01:809 | [INFO] |  | UPDATER | CORE |  |  |  | 251289 | ThreadDownloadUpdates:: ERROR: Download Stopped

                        09/17/13 10:33:01:866 | [INFO] |  | UPDATER | CORE |  |  |  | 244766 | SetDownloadUpdatesInProgress :  = 0

                        09/17/13 10:33:01:866 | [INFO] |  | UPDATER | CORE |  |  |  | 244766 | SetDownloadUpdatesInProgress :  = 0

                        09/17/13 10:33:01:866 | [INFO] |  | UPDATER | CORE |  |  |  | 244766 | UCGetprogress : Updates download returning state for reffId  = AdobePhotoshopCCSupport-14.0/14.1.1

                        09/17/13 10:33:01:866 | [INFO] |  | UPDATER | CORE |  |  |  | 244766 | UCGetprogress : Updates download returning state     = 43

                        09/17/13 10:33:01:866 | [INFO] |  | UPDATER | CORE |  |  |  | 244766 | UCGetprogress : Updates download returning outError  = 212

                        09/17/13 10:33:01:866 | [INFO] |  | UPDATER | CORE |  |  |  | 244766 | UCGetprogress : Updates download returning percent   = 0

                        09/17/13 10:33:01:866 | [INFO] |  | UPDATER | CORE |  |  |  | 244766 | UCGetprogress : Updates download returning unique error code string   = U43M1D212

                        09/17/13 10:33:02:006 | [INFO] |  | UPDATER | CORE |  |  |  | 236256 | Stepped into << UCTerminate >> call.

                        09/17/13 10:33:02:006 | [INFO] |  | UPDATER | CORE |  |  |  | 236256 | EndUpdateInstallerSubsystem : Sent Packet kID_Done to Installer sub-system.

                        09/17/13 10:33:02:006 | [INFO] |  | UPDATER | CORE |  |  |  | 236256 | Entering into <<TerminateUpdaterCoreIPCAndWaitforThread>>.

                        09/17/13 10:33:02:006 | [INFO] |  | UPDATER | CORE |  |  |  | 236256 | TerminateUpdaterCoreIPCAndWaitforThread : Setting both IPC loop control variable to false.

                        09/17/13 10:33:02:006 | [INFO] |  | UPDATER | CORE |  |  |  | 236256 | TerminateUpdaterCoreIPCAndWaitforThread : Waiting for  ThreadInstallRequestHandler to complete.

                        09/17/13 10:33:02:006 | [INFO] |  | UPDATER | CORE |  |  |  | 236256 |  Stepped into << AdobeUpdaterWaitOnThread >> API

                        09/17/13 10:33:02:068 | [INFO] |  | UPDATER | CORE |  |  |  | 251256 | ThreadInstallProgressHandler : Terminating IPC channel for Install control

                        09/17/13 10:33:02:068 | [INFO] |  | UPDATER | CORE |  |  |  | 251256 | ThreadInstallProgressHandler : Releasing IPC Object for Install control

                        09/17/13 10:33:02:068 | [INFO] |  | UPDATER | CORE |  |  |  | 236256 | Returning from << AdobeUpdaterWaitOnThread >> API

                        09/17/13 10:33:02:068 | [INFO] |  | UPDATER | CORE |  |  |  | 236256 | Returning from <<TerminateUpdaterCoreIPCAndWaitforThread>>.

                        09/17/13 10:33:02:069 | [INFO] |  | UPDATER | core | ETSAnalytics |  |  | 236256 | Waiting for the async thread to get the task completed

                        09/17/13 10:33:02:072 | [INFO] |  | UPDATER | core | ETSAnalytics |  |  | 251255 | Async thread is completed. Now exiting from function.

                        09/17/13 10:33:02:074 | [INFO] |  | UPDATER | CORE |  |  |  | 236256 | Returning from << UCTerminate >> call with value = 1

                        09/17/13 10:33:02:074 | [INFO] |  | UPDATER | CORE |  |  |  | 236256 | UpdaterCoreImpl::ShutdownLogFile : Going to call ShutdownESDLogFile()

                        09/17/13 10:33:02:074 | [INFO] |  | UPDATER | CORE |  |  |  | 236256 | <<< Adobe Updater Log End <<<

                        • 10. Re: Can't update Photoshop to 14.1.1 release
                          xaci_68 Community Member

                          Allright.... This is damn perfect!!!

                          I've uninstalled Photoshop e, via Creative Cloud tried to install it again...

                           

                          Guess what? I cannot go further 31%!!!!!!

                           

                          C'mon...isn't it possible to have a direct download link instead going through this auto-s...t?

                          • 11. Re: Can't update Photoshop to 14.1.1 release
                            xaci_68 Community Member

                            Help desk wasn't able to solve the problem so I kept open the ticket.

                            Is there any link I can dowload this photoshop CC??? I really need it

                            • 12. Re: Can't update Photoshop to 14.1.1 release
                              sanchaithw Community Member

                              Here is what I have done to solve he prolem. Try it. This may help

                               

                              1. Uninstall Photoshop CC

                              2. Reinstall it as Trial

                              3. Run Photoshop CC, then hit Help-Update. The 14.1.1 update will show up and install rope fly.

                              4. Activate Photoshop .CC 14.1.1 with a valid aubscption ID and serial key.

                               

                              This solve my problem. Now running 14.1.

                               

                              Hope this help

                              • 13. Re: Can't update Photoshop to 14.1.1 release
                                xaci_68 Community Member

                                Ehhhh.... that's what I did.

                                The problem is: I cannot download it more than 49%

                                So, right now, I don't have photoshop installed and I need it

                                • 14. Re: Can't update Photoshop to 14.1.1 release
                                  xaci_68 Community Member

                                  Mistery's getting thicker and thicker...

                                  I've just downloaded and installe Edge Code CC with no problems at all...

                                   

                                  Definitely Photoshop CC has something corrupted!

                                  • 15. Re: Can't update Photoshop to 14.1.1 release
                                    Jeff A Wright Employee Hosts

                                    Xaci_68 at 49% it is likely that you are facing and installation failure.  I would recommend reviewing the installation logs for Photoshop CC.  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 the installation log files.

                                    • 16. Re: Can't update Photoshop to 14.1.1 release
                                      xaci_68 Community Member

                                      Thanks Jeff.

                                      At a first very quick glance I see no problems. The only errors I can find are related to the uninstall process of the software (like "unable to delete folder...." due to third part plug-in installed).

                                      As soon as I'll have more time, I'll have a better look.

                                       

                                      Thanks.

                                      • 17. Re: Can't update Photoshop to 14.1.1 release
                                        Jeff A Wright Employee Hosts

                                        You might also to check if there is a file permission error.  Those are common when seeing messages about being unable to delete a folder.  Error "Exit 6" or "Exit 7" | Install log | Read, write, system file errors | CS5, CS5.5 - http://helpx.adobe.com/creative-suite/kb/error-exit-6-exit-7.html provides steps on how to resolve file permission errors.

                                        • 18. Re: Can't update Photoshop to 14.1.1 release
                                          xaci_68 Community Member

                                          Jeff, I think I did everything and I haven't solve it yet (I when through all the KB documents...).

                                          Even the download from a direct link doesn't help (it complete at 588MB while the full file is 880MB).

                                           

                                          I don't know...I only hope to solve it when I'll be back onshore and not connected to the company line.

                                           

                                          As per now I'm still trying with the direct download, I'll keep you posted.

                                           

                                          Thanks.

                                          • 19. Re: Can't update Photoshop to 14.1.1 release
                                            ProDesignTools CommunityMVP

                                            Hi Xaci, if you're not able to complete a large download from the CC direct links then that is likely an issue with your Internet connection, rather than a problem on the Adobe side... 

                                             

                                            These are large files so definitely make sure you have a strong and reliable (wired) online connection, and not Wi-Fi.  Try another browser or computer or connection if you have to.

                                             

                                             

                                            There have been other customers who've had difficulty getting their Photoshop CC to update to version 14.1/Generator, but some have had success applying the patch manually if all else fails – see:

                                             

                                            http://forums.adobe.com/thread/1297439

                                            • 20. Re: Can't update Photoshop to 14.1.1 release
                                              xaci_68 Community Member

                                              Thanks for the answer.

                                              I was able to get Photoshop CC 14.1.0 back alive from a timemachine backup (thanks God about backups ).

                                              Now I only have the minor problem that CCD doesn't "see" Photoshop in the Installed section. Tried to remove and install it again, use the cleaner but still so.

                                              Anyway, for now it doesn't matter...I can work again.

                                              I've tried to download the patch to 14.1.1 from the link, but I cannot, so, I think it's a problem from my side connection (the strange thing is...everything else is working and downloading correctly....maybe here in Qatar offshore, they didn't like your servers... 

                                               

                                               

                                              Thank you anyway...I'll browse the KB to see if I can find something to get back CCD at full speed.

                                               

                                               

                                              Alessandro.

                                              • 21. Re: Can't update Photoshop to 14.1.1 release
                                                ProDesignTools CommunityMVP

                                                xaci_68 wrote:

                                                 

                                                ....maybe here in Qatar offshore, they didn't like your servers... 

                                                 

                                                 

                                                Indeed, these are big downloads and if you don't have a solid/fast Internet connection then it can be a challenge getting everything over http with no hiccups.

                                                 

                                                But glad to hear you're back up and running for now.

                                                • 22. Re: Can't update Photoshop to 14.1.1 release
                                                  xaci_68 Community Member

                                                  Yes, I think that's the problem. Well in less then a couple of weeks I'll be back onshore, and it should be better

                                                  As you said, for now, at least, I can keep on workind and that's the important thing.

                                                   

                                                  Only CCD think photoshop is not installed, but I guess I'll solve the problems in the near future.

                                                   

                                                  Thanks!

                                                   

                                                  CCD.png

                                                  • 23. Re: Can't update Photoshop to 14.1.1 release
                                                    xaci_68 Community Member

                                                    Hi guys, an update from my side.

                                                     

                                                    I'm finally back onshore and I was able to update my Photoshop CC to the latest 14.1.2 with no problems at all.

                                                    Therefore, I think it was an offshore stability connection problem: I guess other software from the suite was easily downloadable due to the smaller size compare to photoshop itself.

                                                     

                                                    So, thank you very much for your help and support

                                                     

                                                    Alessandro.

                                                    • 24. Re: Can't update Photoshop to 14.1.1 release
                                                      ProDesignTools CommunityMVP

                                                      Hey Alessandro, very glad to hear you got it all sorted out and thanks for circling back here to let us know.

                                                       

                                                      So in the future for any other folks in your situation – customers with slow or unstable Internet connections – getting started by ordering a CC disc from Adobe would probably be the most reliable option.

                                                      • 25. Re: Can't update Photoshop to 14.1.1 release
                                                        xaci_68 Community Member

                                                        Actually, I've tried, but I probably found a, surely, very kind guy in the chat, but he said it wasn't possible.

                                                        I haven't kept on asking 'cause I was aware, soon or later, I was going back on firm land

                                                         

                                                        Thanks again,

                                                        Alessandro.

                                                        • 26. Re: Can't update Photoshop to 14.1.1 release
                                                          Jeff A Wright Employee Hosts

                                                          Good suggestion ProDesignTools.  Please be aware though that the discs which are available are only updated periodically.  If you are facing difficulties downloading an update the needed files may not be included.

                                                          • 27. Re: Can't update Photoshop to 14.1.1 release
                                                            Royi A Community Member

                                                            How come I can't update even using the "Direct Patches"?

                                                             

                                                            What is wrong?

                                                            • 28. Re: Can't update Photoshop to 14.1.1 release
                                                              Jeff A Wright Employee Hosts

                                                              Royi A everything needed to diagnose the particular error you are receiving is already available within this discussion thread. 

                                                               

                                                              Please review your installation logs and if the errors are not identical to those referenced in this discussion then I would recommend starting a new discussion with the specific of the errors you are receiving and which operating system you are using.