Copy link to clipboard
Copied
MacBook Pro
Processor 2.4 GHz Intel Core i7
Memory 8 GB 1600 MHz DDR3
Graphics NVIDIA GeForce GT 650M 1024 MB
Software OS X 10.9.2 (13C64)
I am the administrator of this machine with complete and full access.
Situation:
I tried to open After Effects and received this notification:
I then proceeded to uninstall AE CC and reinstall using the Adobe CC Desktop App.
Upon trying to reopen AE, I received the same message.
I then started googling to troubleshoot and came upon this update:
http://www.adobe.com/support/downloads/thankyou.jsp?ftpID=5735&fileID=5749
Downloaded and proceeded to install which then brought up this issue:
Which then lead me to doing more troubleshooting via google. I found this solution:
http://forums.adobe.com/thread/1369476
which suggests that I:
Delete or rename the <Startup Disk>/Library/Application Support/Adobe/AAMUpdaterInventory/1.0/AdobeUpdaterAdminPrefs.dat
NOTE: The file path works up until you get to the folder AAMUpdaterInventory. The folder is wrong. It is AAMUpdater (at least on my mac).
None the less, I proceed and delete the file.
I try reinstalling:
And get the same message as before (shown above)
I RETRY the same solution but this time rename it. Same resulting error.
I RETRY the same solution but this time utilize the terminal to find the file and delete it (per this suggestion: http://forums.adobe.com/message/5878107)
Terminal can't find the files (for either spellings of AAMUpdaterInventory / AAMUpdater).
Further troubleshooting and I follow this solution:
I uninstall and reinstall the Adobe CC desktop app.
Run the program. Doesn't work.
Run the update. Same Error.
I contact Adobe Customer Support. I end up in a screen share with some Adobe representative with his previous customers computer screen still open in the screen share program, basically showing me everything on her computer... and the agent sits there pretty much helpless blaming her for 15 minutes. Clearly helpful. (breach of security?)
I have literally tried every avenue of troubleshooting to resolve this and it's beginning to seem hopeless.
Who's got some useful solutions for me?
Copy link to clipboard
Copied
Uninstall CC and AE
Use the Adobe Cleaner Tool, reinstall Creative Cloud and then AE from CC.
Let us know if that does not work
Copy link to clipboard
Copied
Followed these instructions verbatim and ended up exactly where I was before.
Copy link to clipboard
Copied
Getting this message now when I try to open AE CC.
Copy link to clipboard
Copied
Process: After Effects [1752]
Path: /Applications/Adobe After Effects CC/Adobe After Effects CC.app/Contents/MacOS/After Effects
Identifier: com.adobe.AfterEffects
Version: 12.0 (12.0)
Code Type: X86-64 (Native)
Parent Process: launchd [400]
Responsible: After Effects [1752]
User ID: 1115053041
Date/Time: 2014-04-22 12:35:21.115 -0700
OS Version: Mac OS X 10.9.2 (13C64)
Report Version: 11
Anonymous UUID: E0811F87-6ECC-6EB8-414F-5D27B9C93261
Crashed Thread: 0 Dispatch queue: com.apple.main-thread
Exception Type: EXC_BAD_ACCESS (SIGSEGV)
Exception Codes: KERN_INVALID_ADDRESS at 0x000000000000000f
VM Regions Near 0xf:
-->
__TEXT 0000000100000000-0000000100004000 [ 16K] r-x/rwx SM=COW /Applications/Adobe After Effects CC/Adobe After Effects CC.app/Contents/MacOS/After Effects
Thread 0 Crashed:: Dispatch queue: com.apple.main-thread
0 libc++abi.dylib 0x00007fff94b8a774 __cxxabiv1::__si_class_type_info::has_unambiguous_public_base(__cxxabiv1::__dynamic_cast_info*, void*, int) const + 0
1 liboptix.1.dylib 0x000000010f812017 __dynamic_cast + 119
2 COR.dylib 0x00000001017db0b3 CORp_InitBIB(bool) + 1075
3 com.adobe.AfterEffectsLib.framework 0x000000010031c61f unsigned int U_RegisterExceptionTranslator<bool (*)(std::exception*, int*)>(bool (*)(std::exception*, int*)) + 351
4 U.dylib 0x0000000102e36491 U_TranslateAndReportException(std::exception&) + 273
5 FILE.dylib 0x000000010186fc38 FILE_Create + 472
6 com.adobe.AfterEffectsLib.framework 0x0000000100233881 CEggApp::GetWorkspaceDirs(std::basic_string<unsigned short, std::char_traits<unsigned short>, dvacore::utility::SmallBlockAllocator::STLAllocator<unsigned short> >&, std::basic_string<unsigned short, std::char_traits<unsigned short>, dvacore::utility::SmallBlockAllocator::STLAllocator<unsigned short> >&, std::basic_string<unsigned short, std::char_traits<unsigned short>, dvacore::utility::SmallBlockAllocator::STLAllocator<unsigned short> >&) const + 545
7 com.adobe.AfterEffectsLib.framework 0x000000010025f6cd CEggApp::BirthWorkspaceMgr() + 77
8 com.adobe.AfterEffectsLib.framework 0x00000001002652ad CEggApp::IEggApp(bool, bool) + 861
9 com.adobe.AfterEffectsLib.framework 0x000000010024cca2 CEggApp::CEggApp(bool, bool, int) + 1154
10 com.adobe.AfterEffectsLib.framework 0x00000001002735ec MainMain(bool, bool, bool, bool, bool, bool, unsigned short const*, bool, void**, int, int, int) + 1052
11 com.adobe.AfterEffectsLib.framework 0x000000010027319b EggMain(bool, bool, bool, bool, bool, bool, unsigned short const*, bool, int) + 59
12 com.adobe.AfterEffects 0x00000001000039b7 main + 1927
13 com.adobe.AfterEffects 0x0000000100003224 start + 52
Copy link to clipboard
Copied
The crash is because you're trying to use After Effects CC (12.0), not a version after that. You need an update to run After Effects on Mac OS X v10.9 (Mavericks):
If you can't install the updates, then contact Adobe Technical Support:
Copy link to clipboard
Copied
Todd,
Please read above. I have tried multiple times to install the update and run into the same problem over and over that everyone else is running into in multiple threads.
Also, I have tried to contact customer service and they seem more lost than I am:
I contact Adobe Customer Support. I end up in a screen share with some Adobe representative with his previous customers computer screen still open in the screen share program, basically showing me everything on her computer... and the agent sits there pretty much helpless blaming her for 15 minutes. Clearly helpful. (breach of security?)
I have literally tried every avenue of troubleshooting to resolve this and it's beginning to seem hopeless.
Do you have any other solutions or is this product just dead in the water for me?
Thanks.
Copy link to clipboard
Copied
I just asked someone on our technical support staff to contact you. They said that they got your voicemail. They'll keep trying.
Note that our first-tier customer support staff are not the same as our video products' technical support staff.
Copy link to clipboard
Copied
I'm having the exact same problem. Is there a solution for it?
Copy link to clipboard
Copied
As I said to the previous poster:
If you can't install the updates, then contact Adobe Technical Support:
Copy link to clipboard
Copied
Todd — I'm having this exact same problem. Tier 1 support via chat in India is hopelessly ineffective.
The big question on my mind is after using CC Cleaner to de-install Adobe CC, why doesn't CC Desktop install the most current versions of the CC apps? AE is at 12.2.1, yet CC Desktop installs 12.0 which won't work on Mavericks.
Copy link to clipboard
Copied
> Tier 1 support via chat in India is hopelessly ineffective.
Then insist on being escalated to a higher tier.
> why doesn't CC Desktop install the most current versions of the CC apps? AE is at 12.2.1, yet CC Desktop installs 12.0 which won't work on Mavericks.
The base x.0 version is installed and then the updates are immediately applied. If something is preventing the update, that is where problems arise.
Copy link to clipboard
Copied
It looks like this error might be related to Creative Cloud Packager — my initial Photoshop CC install was done with it. It looks like the CC Cleaner app leaves something behind that prohibits updates from being applied even after a deinstall and then reinstall with CC Desktop.
I'm reinstalling with CC Packager now, but I've enabled updates for admin users.
Copy link to clipboard
Copied
Found this thread before found thread with solution that worked for me; so for people in similar situation as me:
Answer in following thread (at least for me): adobe application manager fails to update
"Problem solved:
I found the problem is due to AAME installing a pref file which DISABLES updates from working in CS products. The AdobeUpdaterAdminPrefs.dat file. This is quite a pain and
someone installing Adobe CS with AAME may not be aware that this file is being installed, making it very confusing for administrators.
The solution is to delete or rename the <Startup Disk>/Library/Application Support/Adobe/AAMUpdaterInventory/1.0/AdobeUpdaterAdminPrefs.dat
Then run Update from Photoshop (or other app probably) and Update works.
Full details are on Adobe's website at http://helpx.adobe.com/creative-suite/kb/disable-auto-updates-application-manager.html"
Should add, file is located here in Windows:
"C:\Program Files (x86)\Common Files\Adobe\AAMUpdaterInventory\1.0\AdobeUpdaterAdminPrefs.dat"
Should also add that the file is created on first install and is useful - replace when update completed or modify line:
from: "
<Preferences>
<Suppressed>1</Suppressed></Preferences>"
to
"<Preferences>
<Suppressed>0</Suppressed></Preferences>"
NB: You will need admin rights for this.