6 Replies Latest reply: Apr 7, 2014 5:59 PM by RodWard

Unable to install Cp7.0.1.237 update patch even when logged in as Administrator

RodWard Apr 3, 2014 8:10 PM

HI all, today it's my turn to ask a question instead of answering.

I've started working on a contract for a government department where the IT dept has locked down the SOE environment and I am unable to be an administrator on my development PC.

Two days ago they installed Cp7.0.0 on my box without issue. However, the IT department techs seem to have run into a brick wall trying to install the Cp7.0.1.237 update patch on the same box for some reason.

We were unable to install the patch update from inside Cp7 because the Help > Update button was greyed out (disabled) for both myself as a user, as well as the IT person, even when logged in with full Administrator privileges. So they downloaded the update patch file from the Adobe website and tried to install the patch from outside Captivate by launching the update EXE from my hard drive. Still no luck. The message that appears says that the update has been blocked and they should contact their Administrator. There's the rub. They ARE the Administrators!

My suspicion is that this issue must be caused by something in the corporate SOE blocking the update. However, the same SOE did not block the original install of Captivate 7.0.0.

So, I'm wondering if there is anyone out there that may have run into a similar issue when working on their own corporate environment (i.e. CAN install Cp7 but CANNOT install the patch update).

If so, any tips you can suggest? To any Adobe developers monitoriing this thread, are you aware of any issues with installing the update patch on corporate networks?

1. Re: Unable to install Cp7.0.1.237 update patch even when logged in as Administrator

Sreekanth_S Apr 3, 2014 8:29 PM (in response to RodWard)

Hi Rod

You have helped hundreds of people here, including myself. I really hope somebody will come to your rescue as well.

We face a similar issue of windows firewall/ anti-virus software not allowing updates. The error we get is that there is no internet connection (that is while we have another window where we are chatting Live with a Adobe support team ).

In such situations, we try two approaches.
1. Update using Adobe Application Manager. This has 20% success rate.
2. Disable Firewall for few minutes and install the patch. Since you have a buy-in from the IT team, I guess you will not be red-flagged for doing this. This works 95% of the times.

We install Captivate on our laptops. So, if both these attempts fail, we install the patch from our home networks. This never fails.

Sreekanth
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2. Re: Unable to install Cp7.0.1.237 update patch even when logged in as Administrator

RodWard Apr 3, 2014 9:03 PM (in response to Sreekanth_S)

Here is the error message for what it's worth.
The person seeing this IS the Administrator.
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3. Re: Unable to install Cp7.0.1.237 update patch even when logged in as Administrator

TLCMediaDesign Apr 4, 2014 10:25 AM (in response to RodWard)

Rod, our sys-admins used to have a terrible time updating our Adobe software. When they logged in as admins they could only use the intranet, but not the internet. It seems that Adobe wants an internet connection to install. They were since given different security privelges solely because of this issue. Even so certain updates/installs still fail (Alien Skin for one.)

Good luck!
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4. Re: Unable to install Cp7.0.1.237 update patch even when logged in as Administrator

RodWard Apr 4, 2014 7:31 PM (in response to TLCMediaDesign)

Yes I checked on that issue. They can definitely reach the interenet when logged in. To install Cp7 you need to specify an Adobe ID. They were able to do that, which would not have worked if they didn't have internet access.

One of the techs was able to successfully install Cp7 and the update on his own PC. So we're currently working on the theory that we need to totally reinstall on mine to get rid of the issue.
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5. Re: Unable to install Cp7.0.1.237 update patch even when logged in as Administrator

Himanshu satija Apr 7, 2014 8:45 AM (in response to RodWard)

Hi Rod,

I want you try one more step on your computer .

Please close Adobe Captivate then go to C:\Program Files (x86)\Common Files\Adobe\AAMUpdaterInventory\1.0

There will be a .dat file by the name - AdobeUpdaterAdminPrefs.dat

Change the value in <Suppressed> tag to ”0”

<Preferences>

<Suppressed>0</Suppressed>

</Preferences>

After saving the bat file close the window and then try to install the update again.

Hope this will fix your issue .

Thanks
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6. Re: Unable to install Cp7.0.1.237 update patch even when logged in as Administrator

RodWard Apr 7, 2014 5:59 PM (in response to Himanshu satija)

Thanks Himanshu. It did indeed resolve the issue!
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Unable to install Cp7.0.1.237 update patch even when logged in as Administrator

1. Re: Unable to install Cp7.0.1.237 update patch even when logged in as Administrator

2. Re: Unable to install Cp7.0.1.237 update patch even when logged in as Administrator

3. Re: Unable to install Cp7.0.1.237 update patch even when logged in as Administrator

4. Re: Unable to install Cp7.0.1.237 update patch even when logged in as Administrator

5. Re: Unable to install Cp7.0.1.237 update patch even when logged in as Administrator

6. Re: Unable to install Cp7.0.1.237 update patch even when logged in as Administrator

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