ERROR 604 KEEPS POPPING UP

Could you provide more details? When does the error pop up? When you launch Extension Manager CC? or when you launch Photoshop? Did this issue happen after you have installed a specific add-on? It would be great if you can upload a screenshot.

WILL YOU PLEASE FIX THE EXTENSION MANAGER UPDATE - !!!

When you install any of extensions from Adobe Exchange, EM will check if you are entitled to install it. If the check failed, the error message above will pop up. Please ensure you have signed in with you correct Adobe ID and password.

You can quit all Adobe products, delete C:\Users\<UserName>\AppData\Local\Adobe\OOBE\opm.db (Windows) or /Users/<UserName>/Library/Application Support/Adobe/OOBE/opm.db (Mac), then retry. When Adobe ID Sign in dialog box pops up, sign in with correct information.

Same problem here.

I tried to install Kuler from creative.adobe.com both , but keep getting "The extension cannot be installed because licensing verification failed. The extension will not be installed" error.

Adobe ID and password is right. No problem there.

I'm getting this too. Error -604. No mention of licensing. Just unable to install any extensions. I can't even tell if extensions are working because I can't download one to try! Adobe needs to give us the option of manually downloading the extensions. This cloud stuff is apparently a bit difficult for them.

Using CC 2014, extensions for Photoshop. I deleted the file in: Macintosh HD:Users:XXXX:Library:Application Support:Adobe:OOBE

OS X Mavericks 10.9.4. But it was happening in 10.9.3 as well.

My problem is solved. But have no idea how and why.

Yesterday got a notification from Creative Cloud which said Kuler was installed. After that I restarted PS, and now I can open Extensions as a window.

Weird stuff.

start here, Adobe Exchange

Could you try following steps to help us to find the root cause?

1.  Create a file called exmancoreliblog.yes and copy it to /Users/<name>/Library/Application Support/Adobe/Extension Manager CC/Log/

2.  Quit Adobe Creative Cloud Desktop Application

3.  Wait a while and relaunch Adobe Creative Cloud Desktop

4.  It will show 604 error

5. Goto https://creative.adobe.com/addons/my_addons to make sure you have enabled this add-on

6. Send ExManCoreLibrary.log to exman.beijing@gmail.com

Thanks,

Shuolei

Hello,

Attached is my log file.

Should I leave the .yes file in the folder?

Thanks,

Eric

Thank you very much for your log. We will investigate this and get back to you later.

Hi all,

We are aware of an issue where -604 errors can appear when users have previously downloaded a product from Add-ons/Adobe Exchange that has now been retracted by the producer.

This issue should be resolved in the next 24 hours - please let us know if problems persist for longer than that.

Thanks for your patience,

Fraser

Thanks for helping get this straightened out! You guys are Adobe at its best.

Eric

I’m afraid the problem persists.

Ah, sorry to hear that but thanks for letting us know. I can't see any record of your user having failed license checks today - so I wonder if this is actually caused by caching.

Have you tried quitting and restarting the Creative Cloud desktop app? If so and the 604 error is still appearing, it would help a lot if you could send me the updated ExManCoreLibrary.log to fgregor@adobe.com by following the same steps you followed earlier.

Thanks again for bearing with us!

Fraser

Okay. I’ll give it a try.

Can anyone tell me whether they have tried removing all the add-ons listed at https://creative.adobe.com/addons/my_addons, and then waiting to see whether the 604 reappears?

It would be good to know whether installing add-ons succeeds some of the time, or if the 604 errors are being returned each and every time you try to install something.

We are working on this, so thanks again for your patience.

Fraser

I just did that.

Greetings, all other folks battling with error 604. Here we are a week since the last message... still getting error 604 whenever I try to install any add-on. Any forward movement as yet?

Additionally (perhaps unrelated, but I figure it can't hurt to mention it), the Extensions option in the Photoshop Window menu is greyed out, so I can't even get to anything resembling the Exchange panel... and there doesn't seem to be any method by which I can enable it. All the reinstalling and fiddling in the world doesn't seem to have amounted to anything.

It's a biiiig pain, and I'd just love to get back to work.

I've been working with Adobe's engineers in Beijing on this one, and I keep sending them files and info and nothing yet. We (me and my IT department) have ruled out that it's my companies' proxy server or firewall. I had free and clear access to the Internet and it still wouldn't fix it. I've replaced a library in the Extension Manager and manual installs still fail with an authentication error. I have a feeling that it's Adobe's authentication system itself that is at fault here. But no proof or other candidates to blame that I can think of.

Work is on-going. I am hopeful, because everything installs just fine on my system at home with my own personal account.

BTW, I'm using a new Mac Pro, OS X 10.9.4. Working in an Active Directory environment.

What I don't understand is why extensions have to be authenticated to begin with? My Adobe software has to be activated already! Mind you I've done enough software development to know there's likely a very good answer to that question. But for the heck of it, I'm asking anyway!

I replied you from e-mail. Thank you for your information.

Are you using OSX or Windows?

I dunno about Mad, but I'm on OS X v10.9.4.

OS X 10.9.4.

Hi BladWor,

You could download and install the product using the ZXP package by following these instructions (https://forums.adobe.com/thread/1504330).

If it is not help, would you please collect log to us?

1.  Create a file called exmancoreliblog.yes and copy it to

Mac: /Users/<name>/Library/Application Support/Adobe/Extension Manager CC/Log/

Windows: C:\Users\<name>\AppData\Roaming\Adobe\Extension Manager CC\Log

2. Restart Extension Manager and reproduce your issue

3. Send us ExManCoreLibrary.log file in that log folder to exman.beijing@gmail.com

Hey shuo_yang, I actually already tried that method, and I get basically the same error message, which says that "This extension cannot be installed because licensing verification failed. The extension with not be installed."

Also, I tried to collect a log for you, but it didn't seem to work. I made a file in TextEdit, renamed it to exmancoreliblog.yes, and put it in the correct folder (though I had to also create a Log folder). No I can't find the ExManCoreLibrary.log you asked for. Where would that be?

Hi Wahoo,

Some other customer sent the log file to us, and we found the root cause is that there is some firewall rule on your network, so you can not access Adobe license check server. If it is possible, please turn off your firewall, and change another network to continue.

So let´s summarize: You´ve learned by help of your customers that your Software behaves in a way that firewalls for safety reasons does rule out in several cases. And instead of fixing this issue you´re asking to bring down a companies firewall?