12 Replies Latest reply: Sep 11, 2013 1:02 AM by fgregor RSS

    adobe exchange panel does not load in cc applications

    markerline Community Member
    markerline Sep 7, 2013 6:10 PM

      I cannot launch the Adobe Exchange Panel in Photoshop or Illustrator.  The option to launch this extension is not available in my menu.  In Photoshop "Extensions is grayed out".  In Illustrator it is not grayed out but it is simply not populated.  I have tested this on my laptop and it works just fine there.

       

      I have pasted the above paragraph from a separate thread in a different forum.  I was directed to this forum by an adobe staff member.

       

      Thanks in advance for any help with this as the forums are the only support adobe provides for this issue.  I think the issue may be a corruption in my extension manager somewhere in the Windows Registry.  Using Windows 7 64-bit SP1

        • 1. Re: adobe exchange panel does not load in cc applications
          fgregor Adobe Employee
          fgregor Sep 9, 2013 12:27 AM (in response to markerline)

          Hi markerline,

           

          Can I ask where you obtained Photoshop CC from? Were you part of any prerelease program?

           

          Can you please check these folders:

          C:\Program Files (x86)\Common Files\Adobe\CEPServiceManager4\extensions

          C:\Users\<username>\AppData\Roaming\Adobe\CEPServiceManager4\extensions

           

          and tell us if either one (or both) contains a folder called "AdobeExchange", and whether it contains anything.

           

          It seems obvious, but please install any updates for Photoshop available in the Creative Cloud application. I believe there have been a few CC updates released so far - so it would be worthwhile restarting your computer to force a fresh check for updates to make sure you have them all.

           

          Something to try would be downloading the Exchange Panel as a ZXP from here:

          https://www.adobeexchange.com/

           

          and then installing the panel using Extension Manager CC. Note that Extension Manager CS6 will not install the Exchange Panel for CC applications - it needs to be Extension Manager CC.

           

          Let us know how you get on.

           

          Thanks,

          Fraser

          • 2. Re: adobe exchange panel does not load in cc applications
            markerline Community Member
            markerline Sep 9, 2013 8:16 AM (in response to fgregor)

            FGregor,

             

            It's a shame that Adobe only supports Exchange Panels through the forums and not over the phone because I have tried all of the troubleshooting steps you mentioned.  All of them.

             

            The only thing I did not try was the folder check.  I checked one of the folders but not the one with the "username" in it.  That one did not contain a folder called CEPServiceManager4 which must explain why the Exchange Panel and other extensions that I try to install do not work.

            • 3. Re: adobe exchange panel does not load in cc applications
              fgregor Adobe Employee
              fgregor Sep 9, 2013 8:56 AM (in response to markerline)

              Hi Markerline,

               

              Sorry for suggesting things you'd already tried - this kind of problem can be tricky to diagnose so I wanted to rule the obvious things out first.

               

              When you install the latest AdobeExchange.zxp from www.adobeexchange.com using Extension Manager CC, it should now be installed to:

               

              C:\Users\<username>\AppData\Roaming\Adobe\CEPServiceManager4\extensions

               

              Out of the box, the Exchange Panel from the "Common Files" location will be loaded in apps such as Photoshop, but after the Exchange Panel is updated they will use the newer version (stored in the user-specific "username" location).

               

              If the problem still exists, what happens when you try to install the Exchange Panel in Extension Manager CC? Do you get an error, and do the contents of either of these folders change?

               

              Thanks for your perseverance.

               

              Fraser

              • 4. Re: adobe exchange panel does not load in cc applications
                markerline Community Member
                markerline Sep 9, 2013 9:03 AM (in response to fgregor)

                I never knew about the "username" folder contents in troubleshooting.  So I can't say whether the contents were there previously and disappeared when I updated Extension Manager CC.  All I know is that there is no folder called CEPServiceManager4 nor an extensions folder inside of that. 

                 

                How do I change my registry or other settings on the computer so that this folder becomes available?

                 

                I get an error that says "This Extension can not be installed, it requires Illustrator 32 version in range4 of inclusively between 16.0 and 16.9" .  I think This Exchange Panel is CS6.  I do not have a link for Exchange Panel CC since that is supposed to automatically install and as far as I know does not have a separate installer.

                • 5. Re: adobe exchange panel does not load in cc applications
                  markerline Community Member
                  markerline Sep 9, 2013 9:06 AM (in response to fgregor)

                  I just went to adobeexchange.com and I now see that CC is an option for download.  That was not the case before.  I will try to use it now and let you know how it goes.

                  • 6. Re: adobe exchange panel does not load in cc applications
                    markerline Community Member
                    markerline Sep 9, 2013 9:11 AM (in response to fgregor)

                    I have tried to install the CC Exchange Panel but it is still unavailable in Illustrator. I imagine it is unavailable in Photoshop and other apps as well.  The folder is now available in "username" but it does not make a difference in terms of usability in the CC apps.

                    • 7. Re: adobe exchange panel does not load in cc applications
                      fgregor Adobe Employee
                      fgregor Sep 9, 2013 9:29 AM (in response to markerline)

                      OK - thank you for the update. This suggests that this is not a problem with Adobe Exchange or Extension Manager.

                       

                      When you are in Photoshop or Illustrator, can you please check your Windows Task Manager and tell me if there exists a process called CEPServiceManager.exe or "Adobe CEP Service Manager"? (Right click on the taskbar and click "Task Manager" to see this.)

                       

                      Are there any log files in the following location?

                      C:\Users\<username>\AppData\Roaming\Adobe\CEPServiceManager4\logs

                       

                      If there are, could you please email them to me (fgregor at adobe dot com)?

                       

                      Many thanks,

                      Fraser

                      • 8. Re: adobe exchange panel does not load in cc applications
                        markerline Community Member
                        markerline Sep 9, 2013 9:41 AM (in response to fgregor)

                        There are no such processes in my Task Manager nor is there a logs folder or logs file in the location you printed above.

                        • 9. Re: adobe exchange panel does not load in cc applications
                          fgregor Adobe Employee
                          fgregor Sep 9, 2013 10:11 AM (in response to markerline)

                          Ah, it could be that you don't have logging turned-on.

                           

                          Could you try this in regedit.exe?:

                           

                          HKEY_CURRENT_USER>Software>Adobe>CSXS.4

                           

                          Increase the LogLevel to 6. The log file will then be generated in: C:\Users\<username>[AppData]\Local\Temp. As you are in Photoshop the log file will have the filename csxs4-PHSP.log

                           

                          Repeat your steps again by restarting Photoshop and attempting to open Adobe Exchange.

                           

                          If that doesn't work, please try setting the property

                          HKEY_CURRENT_USER>Software>Adobe>CSXS.4>PlayerDebugMode to 1 . This allows unsigned extensions to run for development/testing purposes, so don't try to run any untrusted extensions, but this should hopefully allow you to see AdobeExchange in your Window > Extensions menu.

                           

                          Thanks,

                          Fraser

                          • 10. Re: adobe exchange panel does not load in cc applications
                            markerline Community Member
                            markerline Sep 9, 2013 10:25 AM (in response to fgregor)

                            The first option in regedit worked but the second operation failed.  I still do not see Exchange Panel in my Window>Extensions Menu in Illustrator 64-bit CC

                            • 11. Re: adobe exchange panel does not load in cc applications
                              markerline Community Member
                              markerline Sep 10, 2013 1:29 PM (in response to fgregor)

                              Dear Mr. Gregor, After following your sound advice to uninstall and reinstall the entire set of Adobe CC apps that I had on my computer I can so far say that the Exchange Panel shows up, which was the troubleshooting step I had to take in order to make sure that one of my extensions in Adobe Illustrator CC would install properly.  And the extension did install.  Let's hope it continues to work.  Sorry I was being such a pest on the private emails.

                               

                              SIncerely,

                              markerline

                              • 12. Re: adobe exchange panel does not load in cc applications
                                fgregor Adobe Employee
                                fgregor Sep 11, 2013 1:02 AM (in response to markerline)

                                Hi Markerline,

                                 

                                Thank you for letting us know the outcome - I'm glad you got up and running eventually. For the benefit of anyone else reading this thread, the problem was that the folder CEPServiceManager4 (C:\Program Files (x86)\Common Files\Adobe\CEPServiceManager4) somehow had several missing files, including CEPServiceManager.exe.

                                Uninstalling, using the Creative Cloud cleaner tool http://www.adobe.com/support/contact/cscleanertool.html, then reinstalling the installed CC apps seems to have solved the problem.

                                 

                                Best wishes,

                                Fraser