9 Replies Latest reply: Jan 9, 2013 2:25 PM by Jeff A Wright RSS

    App Manager update failures

    artist-hope

      After several attempts with support procedures and updating the App Manager to v. 7.0.0.189, most software updated but four did not: Premier Pro CS6 Family, Illustrator CS6, Prelude CS6 and CS6 Camera Raw. The error code for each is the same stating: "There was an error installing this update. Please try again or contact customer support. (U44M1|216)". Contacting customer support brings me to the forums and questions that have nothing to do with this problem.

       

      I need to speak to an actual support technician/person to fix this issue. What's next to make this happen?

        • 1. Re: App Manager update failures
          Jeff A Wright Employee Hosts

          Have you tried applying the update directly from our product update page at http://www.adobe.com/downloads/updates/?

          • 2. Re: App Manager update failures
            artist-hope Community Member

            Yes and most of what I need is not on this page or older upgrades. Here are screen grabs of what happened:

            Screen shot 2013-01-01 at 11.58.47 AM.png
            Screen shot 2013-01-01 at 11.58.15 AM.png

            • 3. Re: App Manager update failures
              Jeff A Wright Employee Hosts

              Then the next step would be to review the installation logs for the updates to see why they have failed.  You can find details on how to locate and interpret the installation logs at Troubleshoot with install logs | CS5, CS5.5, CS6 - http://helpx.adobe.com/creative-suite/kb/troubleshoot-install-logs-cs5-cs5.html.

              • 4. Re: App Manager update failures
                artist-hope Community Member

                After reviewing the logs available for the install failures they all said the same thing for their respective application:

                 

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

                - 0 fatal error(s), 1 error(s), 2 warning(s)

                 

                 

                WARNING: DW035: Patcher: {AFB0B8BA-A209-4E84-A6CD-2E9177DC191E} Adobe After Effects CS6_11.0.2_AdobeAfterEffects11AllTrial 11.0.2.0 has already been applied. Patchers cannot be repaired/reinstalled, skipping this patcher

                WARNING: DW035: Patcher: {AFB0B8BA-A209-4E84-A6CD-2E9177DC191E} Adobe After Effects CS6_11.0.2_AdobeAfterEffects11AllTrial 11.0.2.0 has already been applied. Patchers cannot be repaired/reinstalled, skipping this patcher

                 

                 

                ERROR: DW050: The following payload errors were found during install:

                ERROR: DW050:  - Adobe After Effects CS6_11.0.2_AdobeAfterEffects11AllTrial: Patch already installed

                 

                 

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

                These errors resulted in installer Exit Code mentioned below.

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

                [       0] Tue Jan  1 10:18:12 2013  INFO

                Exit Code: 32 - The patch is already applied.

                Please see specific errors and warnings for troubleshooting. For example, ERROR: DW050 ... WARNING: DW035 ...

                *=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*

                END - Installer Session

                *=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*=*

                 

                 

                If the patch is already installed then why is the App Manager not seeing it? Also, why does the version say AfterEffects11AllTrial? What is that? Is not the full program installed? I got them from my Cloud subscription...I'm confused. I do not have this problem at my workplace where we have subscriptions to the Cloud and Apps.

                • 5. Re: App Manager update failures
                  Jeff A Wright Employee Hosts

                  Can you please run the Adobe Support Advisor - http://www.adobe.com/support/loganalyzer/ and choose the package for support option.  If you can then respond to this thread with the token number.  Myself or another Adobe employee can then attempt to locate the relevant log files for the updates you have been attempting to apply.

                  • 6. Re: App Manager update failures
                    artist-hope Community Member

                    I'm sorry Jeff. I do not understand what it is you are wanting me to do. I do not know what a token number is, I went to the discussion thread link you gave and could not find a "package for support option"...is that the Adobe Support Advisor?  and why are we looking at trial installs?  I'm running from a Cloud subscription. Do I need to uninstall then download all the software again and reinstall? I need to know if I am getting what I paid for, that's all. Again, sorry for my ignorance of your processes, but this isn't making sense.

                    • 7. Re: App Manager update failures
                      Jeff A Wright Employee Hosts

                      My apologies I posted the incorrect link.  I have corrected the link offered in message #5.

                      • 8. Re: App Manager update failures
                        artist-hope Community Member

                        Here is the token number:

                         

                        40-09928-195308012013

                        • 9. Re: App Manager update failures
                          Jeff A Wright Employee Hosts

                          Thank you it appears you are facing the same difficulty as many other users.  According to the log file at:

                           

                          DW023: The extension payload: {033E8736-182D-11E2-A736-F74BF3E3493D} Adobe InDesign CS6 Application Language Files_8.0.1.407_AdobeInDesign8AppLang-tr_TR 8.0.1.407 requires a parent with following specification:

                                    Family: InDesign

                                    ProductName: Adobe InDesign CS6 Application Language Files_AdobeInDesign8AppLang-tr_TR

                                    MinVersion: 0.0.0.0

                                    This parent relationship is not satisfied, because this payload is not present in this session.

                                    This payload will be ignored in this session.

                          DW023: The extension payload: {0E81E0D0-182C-11E2-9158-AD26F3E3493D} Adobe InDesign CS6 Application Language Files_8.0.1.407_AdobeInDesign8AppLang-ja_JP 8.0.1.407 requires a parent with following specification:

                                    Family: InDesign

                                    ProductName: Adobe InDesign CS6 Application Language Files_AdobeInDesign8AppLang-ja_JP

                                    MinVersion: 0.0.0.0

                                    This parent relationship is not satisfied, because this payload is not present in this session.

                                    This payload will be ignored in this session.

                           

                          and

                           

                          ERROR: DW023: The extension payload: {F86BFAEC-002B-400B-A43A-6F7E2CFAA883} Adobe Flash CS6_12.0.2_AdobeFlash12.0-es_ESLanguagePack 12.0.2.0 requires a parent with following specification:

                                    Family: Standard

                                    ProductName: Adobe Flash CS6_AdobeFlash12.0-es_ESLanguagePack

                                    MinVersion: 0.0.0.0

                                    This parent relationship is not satisfied, because this payload is not present in this session.

                                    This payload will be ignored in this session.

                           

                          Your installations have been modified and no longer contain the relevant language files.  There are several utilities available for Mac users which will make this modification for you as part of their system optimization processes.

                           

                          Please uninstall each of the affected applications and then reinstall.  You should then be able to apply the relevant updates.