3 Replies Latest reply: Apr 15, 2014 1:23 AM by lesavage RSS

    problems getting exchange to update

    designgirl1000 Community Member
    designgirl1000 Apr 14, 2014 2:50 PM

      I am trying to use Adobe Exchange; have never used it to date. 

       

      Running PS CC on Windows 7; Norton installed.

       

      After trying to open/use Adobe Exchange, it prompts for Update, then "installs" a new version, but really it doesn't because then the message comes that I need to launch Adobe Extension Manager (required) to install this extension. 

       

      My options are Yes or No but No just stops the process.

       

      Yes gives this message:

       

      "You must install a newer version of Adobe Extension Manager to install this item. Once the upgrade is complete, you can install your item from the 'My Stuff' tab.

      Would you like to go update Extension Manager now?"

       

      Yes to that prompt takes me back to the invitation to Update for the latest features.  That was were I started before.

       

      Sometimes I am invited to update Creative Cloud, which fails and tells me to connect to the internet.  (Obviously I am already connected to the internet).

       

      What is wrong here?

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        • 1. Re: problems getting exchange to update
          Jonathan Ferman Adobe Employee
          Jonathan Ferman Apr 14, 2014 3:29 PM (in response to designgirl1000)

          Hi there,

           

          Sorry to hear you have been having issues. First thing to do, I would suggest is to launch Adobe Extension Manager if you have it. Check what version you are running and then download and run the updater or the installer if you do not have Extension Manager installed from here:

           

          http://www.adobe.com/exchange/em_updates/#emcc

           

          If that does not work, let me know and I will get one of the engineers to look into it.

           

          Thanks,

           

          Jonathan

          • 2. Re: problems getting exchange to update
            designgirl1000 Community Member
            designgirl1000 Apr 14, 2014 10:30 PM (in response to Jonathan Ferman)

            Jonathan, thanks, but that it not working for me.  I show to have CS6 Version 6.0.7.6, not shown as an update on the page you gave me the link to. Additionally, I would think I would need the CC version anyway.  The CC installer asks for it to be updated when I open it, and then I get an error message with no reference number as to what the error is;  it says:

             

            We’ve encountered the following issues:

            Please connect to the internet then try again.

             

            I would appreciate some more help.

             

            Thanks!

             

            Sandy

            • 3. Re: problems getting exchange to update
              lesavage Adobe Employee
              lesavage Apr 15, 2014 1:23 AM (in response to designgirl1000)

              Can you please disable Norton and repeat the update process.

               

              Norton will be preventing a licensing check from Extension Manager and it will also be preventing Creative Cloud to update.

               

              I look forward to hearing about your progress.

               

              Kind regards,

              Lea