13 Replies Latest reply on Jul 10, 2013 7:31 AM by lesavage

    Transition Pack1 Installation Failed

    TBTG Level 1

      We just bought the Transition Pack 1 from FilmImpact.net via Adobe Exchange. The installation failed in the process. I close Premiere and restart the computer, open Premiere and Adobe Exchange and nothing, its like never happened.  Download product, no where to be found. As prove of purchase I have the Invoice already on my e-mail.

       

      Help in this matter would be much appreciated.

        • 1. Re: Transition Pack1 Installation Failed
          TBTG Level 1

          Under My stuff on Adobe Exchange, I discover the Transition Pack 1 waiting to be installed.

          I pressed the install option button and the process started again with no avail.

           

          The error is:

           

          Cannot be installed.png

          Installation Failed.png

          I have tried this number of times and the same error always comes up.

           

          We have a iMac 27" Late 2012 with:

          3.4 GHz Intel Core i7

          32 GB 1600 MHz DDR

          NVIDIA GeForce GTX 680MX 2048 MB

          OS X 10.8.4 (12E55)

          Creative Cloud CC (up to date)

          • 2. Re: Transition Pack1 Installation Failed
            fgregor Adobe Employee

            Hi TBTG,

             

            Sorry to hear you've been having trouble. I've investigated your issue and I can see that we do have a record of the purchase. Your installation problems seem to have been caused by a problem with our licensing checks for the latest version of this product, but a change has been made on our end and this should now be resolved.

             

            Can you please try installation again?

             

            Many thanks,

            Fraser

            • 3. Re: Transition Pack1 Installation Failed
              TBTG Level 1

              Hi Fraser,

               

              We have tried a number of times, as you suggested, installing the product again without luck.

               

              Here is a screen grab sequence of the failed installation process:

               

              Install 00.pngInstall 01.png

               

              Install 02.png Install 03.png

              Install 04.png Install 05.png

              Install 06.png Install 07.png

              Please advice!

               

              Regards,

              Andrei

              • 4. Re: Transition Pack1 Installation Failed
                lesavage Adobe Employee

                Hi Andrei,

                 

                The errors that you show above are different to what Fraser and I originally thought you were experiencing which were licensing issues. In the above scenario could you try the following:

                 

                1) Close the Creative Cloud application but choosing Exit in the settings menu (top right hand corner)

                2) In Task Manager/Activity Monitor and kill the CEPServiceManager4 process

                3) Open Extension Manager

                4) Attempt the installation again through Adobe Exchange.

                 

                If this does not work then please repeat the above steps but skip step 3.

                 

                Apologies for this, it is a known issue and we are currently fixing it.

                 

                Kind regards,

                Lea

                • 5. Re: Transition Pack1 Installation Failed
                  TBTG Level 1

                  Hi Lea,

                   

                  The errors above are new ones, if you look in to my second post, you would see the screen grab with the licensing issues.

                  I tried what you suggested, but I am stuck in steep three(open Extension Manager). It opens, but under Premier Pro CC list of extensions

                  there is no Transition Pack 1 product available for install.

                   

                  Screen Shot 2013-07-04 at 2.07.56 PM.png

                  Regards

                  Andrei

                  • 6. Re: Transition Pack1 Installation Failed
                    lesavage Adobe Employee

                    Thanks Andrei,

                     

                    So what dialog boxes do you see when attempting the installation? Do Extension Manager and Exchange Panel inform you that the installation was successful or is nothing displayed? In Extension Manager, are you prompted to shut down Premiere Pro during product installation?

                     

                    Kind regards,

                    Lea

                    • 7. Re: Transition Pack1 Installation Failed
                      TBTG Level 1

                      Hi Lea,

                       

                      If you look in to post #3 you would see the:

                      screen grab sequence of the failed installation process,

                      with all the answers to your questions.

                       

                       

                      Regards

                      Andrei

                      • 8. Re: Transition Pack1 Installation Failed
                        lesavage Adobe Employee

                        Thanks Andrei.


                        So the installation is never successful. As a result I would never expect to see it listed in Extension Manager.

                         

                        So did any of the workarounds, suggested in post #4, bypass any of the errors outlined in post #3 to result in a successful installation? If not, then what alternative errors are you seeing instead?

                         

                        Thanks in advance,

                        Lea

                        • 9. Re: Transition Pack1 Installation Failed
                          TBTG Level 1

                          Lea, as you can see, the installation was never successful and the option is not listed in Extension Manager.

                           

                          The workarounds suggested in post #4 didn't worked. I haven't seen any other alternative errors, but the same error message posted at the end of post #3.

                           

                          It's really frustrating. I have no idea what's going on.

                           

                          Thanks for your time and effort on this matter,

                           

                          Andrei

                          • 10. Re: Transition Pack1 Installation Failed
                            TBTG Level 1

                            A little bit of light in to this matter would be much appreciated!!! Am I the only one experiencing this? Is Extension Manager the problem? Its Premier or Creative Cloud? Could it be that there is a conflict with another app on my system? Someone out there?...

                             

                            iMac 27" Late 2012 with:

                            3.4 GHz Intel Core i7

                            32 GB 1600 MHz DDR

                            NVIDIA GeForce GTX 680MX 2048 MB

                            OS X 10.8.4 (12E55) (up to date

                            Creative Cloud CC (up to date)

                             

                            Thanks in advance

                             

                            Andrei

                            • 11. Re: Transition Pack1 Installation Failed
                              lesavage Adobe Employee

                              Hi,

                               

                              Usually the steps i outlined in Post 4 resolve this issue. I am surprised that you are being returned the same error when Extension Manager is not running and when it is. I would have expected different behaviour.

                               

                              The error you receive does not give me the indication that the Extension Manager database is corrupted. To shed some further light to this problem could you please setup the following log settings:

                               

                              Create the file 'ExManCoreLibLog.YES' in the directory: /Users/xtong/Library/Application Support/Adobe/Extension Manager CC/Log/

                              Create the file 'ExManLog.YES' in the directory: /Applications/Adobe Extension Manager CC/Adobe Extension Manager CC.app/Contents/MacOS/

                               

                              Then repeat the above steps again and send the following log files to me at lesavage at adobe dot com:

                               

                              All Extension Manager logs in /Users/<username>/Library/Application Support/Adobe/Extension Manager CC/Log

                              Adobe Exchange Log:  /Users/<username>/Library/Preferences/Adobe/Exchange

                               

                              Kind regards,

                              Lea

                              • 12. Re: Transition Pack1 Installation Failed
                                TBTG Level 1

                                Hi Lea,

                                 

                                Today I decided to give it a last try and follow, once again, the steeps on post#4 as you suggested before and guess what?...

                                Install Success .png

                                this time was a success!

                                 

                                I'm still a little confuse, but happy at the same time.

                                 

                                Thanks for your time and suggested workarounds.

                                 

                                Best regards,

                                Andrei

                                • 13. Re: Transition Pack1 Installation Failed
                                  lesavage Adobe Employee

                                  Great News! I am delighted that you are finally in a position to start using the Transition Pack.

                                   

                                  Please be assured that a new release of the panel will be made available soon to fix the issues that you encountered.

                                   

                                  Kind regards,

                                  Lea