1 Reply Latest reply on Jun 20, 2013 12:21 AM by Carl Sun

    Extension install failing Adobe Exchange extension

    mark_erickson Level 1

      Mutiple users, our test systems from Mac and Windows are failing when installing extensions from the Adobe Exchange extension.

       

      Install Extension from Adobe Exchange Panel in Adobe CC application, Ps, Ai, Id,…

                click to download extension

                installing

                ask to open Extension Manger CC, choose yes

      Extension Manager CC

                Asked to quit Adobe CC application

                Sometimes: in Adobe CC application Panel shows "Installation failed. Please close Extension Manager and try again."

                Quit Adobe CC application, click Retry

                Extension Manager error - "File cannot be found... Extension will not be installed."

       

       

      Result: Installed extension not shown installed in Extension Manager or Adobe Exchange Panel, but extension is installed.

       

       

      Attempting to reinstall has same failure. Extension is installed, but has no method to remove.

       

       

      Note installing steps in Panel and in Extension Manager can last 5+ minutes.

        • 1. Re: Extension install failing Adobe Exchange extension
          Carl Sun Level 4

          I am sorry about that. These extensions should have been specified force-quit="true" in mxi file by their producers. This attribute means that the application must be closed in order to install these extensions. Because the Exchange Panel runs in applications, so these extensions can't be installed by Exchange Panel. User have to quit applications and launch Extension Manager to install them. This is bad user experience so we  hope the extension developers use this attribute only if it is indeed necessary.

           

          To get the real root cause, please create a file named ExManCoreLibLog.YES in the "C:\Users\<UserName>\AppData\Roaming\Adobe\Extension Manager CC\Log" (Windows) or "/Users/<UsreName>/Library/Application Support/Adobe/Extension Manager CC/Log" folder (Mac), then launch Extension Manager CC and reproduce your problem, then send the ExManCoreLibrary.log in this folder to exman.beijing@gmail.com. Thanks!