14 Replies Latest reply on Apr 27, 2011 1:43 AM by Ashutosh.Nigam

    Camera Raw 6.3 Installation Fails

    showard2010


      This week... purchased and installed CS5 and LR3… neither will open the Nikon D7000 raw images.


      I went and looked in my CS5 and the Camera Raw is V6.0.0.205 so it needs an update for the D7000.

      Found the update- Camera Raw 6.3.


      Tried to install the Camera Raw 6.3 Update but received this error message:


      Photoshop Camera Raw 6.3 Update
      Installation failed


      It doesn’t say why or what to do next except find customer support.
      This is incredibly aggravating.


      I've found many of the same complaints on various discussions and blogs but no solutions mentioned.

      Is there a fix or do I ditch Adobe?


      ~Spencer

      HSpencerHoward@aol.com

        • 1. Re: Camera Raw 6.3 Installation Fails
          Noel Carboni Level 7

          Does the auto-updater fail for you as well (e.g., via Help - Updates... in the Photoshop menus)?

           

          What operating system are you running?  What privileges do you have?

           

          I have always wondered why Adobe doesn't rebuild their downloads to the latest version.  It seems they certainly have (possibly unfounded) confidence in their updater.

           

          -Noel

          • 2. Re: Camera Raw 6.3 Installation Fails
            Michelle Qi Adobe Employee

            Sorry to hear that you're having trouble updating. A few questions:

            1. Are you on Mac or Windows?

            2. Could you please launch PSCS5 or Bridge CS5, then bring up "Help-update.." dialog to update all?

             

            Thank you.

            • 3. Re: Camera Raw 6.3 Installation Fails
              showard2010 Level 1

              Hi Noel,

               

              I just purchased both Lr3 and CS5 within the last week so I've never had to perform an update. The only reason I knew to look for an update is that my ViewNX 2 opened (Nikon software) rather than Adobe Raw when I tried to open an NEF file from my Nikon 7000. I thought that was odd so I closed the file, opened my CS5, went to the minibridge and it would not open the files either.

               

              So I searched online for the problem and found that there was the update which included the Nikon 7000. I went straight to the Adobe site and downloaded the update directly (did not use Help-Updates in PS CS5).

               

              I am using an iMac running OSX Version 10.5.8 and have full privileges. I'm not a computer person, I own a Mac so I can keep the need to be a computer repair guru to a minimum. I can learn to use software (I'm not a complete veggie) but when it isn't working... I'm at a loss.

               

              Any ideas you might have will be appreciated! 

               

              Thank you for your time!  :-)

              ~Spencer

              • 4. Re: Camera Raw 6.3 Installation Fails
                Noel Carboni Level 7
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                showard2010 wrote:


                I went straight to the Adobe site and downloaded the update directly (did not use Help-Updates in PS CS5).

                 

                Any ideas you might have will be appreciated! 

                 

                I can only suggest trying Help - Updates...  Perhaps the automated updater will just do the job and save you having to worry about the details.

                 

                -Noel

                • 5. Re: Camera Raw 6.3 Installation Fails
                  showard2010 Level 1

                  Hi Michelle,

                   

                   

                  I am using an iMac running OSX Version 10.5.8 and have full privileges. I'm not a computer person, I own a Mac so I can keep the need to be a computer repair guru to a minimum. I can learn to use software (I'm not a complete veggie) but when it isn't working... I'm at a loss.

                   

                  I am launching PS CS5 now...  going to Help... Updates...

                   

                  I didn't even know that was there.  Oh, well now...


                  Adobe Bridge CS5
                  Adobe Device Central CS5
                  Adobe Extension Manager CS5
                  Adobe Photoshop CS5
                  Adobe Camera Raw

                   

                  That is quite the list.  Okay, now clicking UPDATE.

                  Wow, looks like I have time to make some turkey burgers...

                   

                  Hmmm... I was excited for a moment as everything seemed to be working but now...

                   

                   

                  Adobe Bridge CS5

                  Installation failed


                  Adobe Device Central CS5

                  Installation failed


                  Adobe Extension Manager CS5

                  Installation failed


                  Adobe Photoshop CS5

                  Installation failed


                  Adobe Camera Raw

                  Installation failed

                   

                  And the only instruction is a large QUIT button.

                  Sweet.

                  At least my turkey burgers taste fantastic.

                   

                  So, what should I do next?

                  I'm hoping you don't say... reinstall Lr3 and PS CS5...

                   

                  ~Spencer

                   

                  • 6. Re: Camera Raw 6.3 Installation Fails
                    showard2010 Level 1

                    Hey Noel,

                    Just tried that...  failed.

                     

                    So now it looks like I will need to worry about the details.  :-(

                     

                    Even more fun... each time I post a message in this forum... Adobe logs me out.

                    ~thumping head on desk~

                     

                    Thank you for your help!

                    ~Spencer

                    • 7. Re: Camera Raw 6.3 Installation Fails
                      Michelle Qi Adobe Employee

                      It looks like all of your CS5 updates are failing to update. Could you please provide us with your installer log file located in "/Library/Logs/Adobe/Installers?"

                       

                      Thanks,

                      Michelle

                      • 8. Re: Camera Raw 6.3 Installation Fails
                        showard2010 Level 1

                        Hi Michelle,

                        Yes, everything that was checked to update... failed to actually do so.

                         

                        I'd be happy to provide the installer log files. It is quite a list:

                        Photoshop Camera Raw 6.3 03-14-2011.log.gz
                        Photoshop Camera Raw 6.3 03-12-2011.log.gz
                        Adobe XMP Panels CS5 3.1 03-14-2011.log.gz
                        Adobe Player for Embedding 3.1 03-14-2011.log.gz
                        Adobe Photoshop CS5 Support 12.0.2 03-14-2011.log.gz
                        Adobe Photoshop CS5 12.0 03-12-2011.log.gz
                        Adobe Extension Manager CS5 5.0.1 03-14-2011.log.gz
                        Adobe ExtendScript Toolkit CS5 3.5.0 03-14-2011.log.gz
                        Adobe Device Central CS5 3.0.1 3.0.1 03-14-2011.log.gz
                        Adobe CSXS Infrastructure CS5 2.0.1 03-14-2011.log.gz
                        Adobe Bridge CS5 4.0.4 03-14-2011.log.gz
                        So... how do I get them to you?
                        ~Spencer

                        • 9. Re: Camera Raw 6.3 Installation Fails
                          Michelle Qi Adobe Employee

                          Thanks. We only need " Photoshop Camera Raw 6.3 03-14-2011.log.gz"

                           

                          You can either attach it here on the forum. Or email both Ashutosh and I at:

                           

                          • 10. Re: Camera Raw 6.3 Installation Fails
                            Ashutosh.Nigam Adobe Employee

                            Hi Spencer,

                             

                            I have gone through your logs and it seems that there is a issue with Mac. It is not allowing you to install patch files.

                             

                            Kindly follow the below steps to make sure your updates work fine:-

                             

                            1) Please verify if there is a file not a folder by name Adobe in /Applications ,

                            2) Delete the file if it exist.

                            3) Restart your Mac

                            4) Launch PS

                            5) Go to Help - Updates - Preferences and make sure the box for ACR is checked.

                            6) Check for Updates

                            7) Select Camera Raw 6.3 update, Click on Update

                            8) Mac will ask you to enter your Password for the logged account. Enter the password.(Make sure you have full privileges)

                            9) Quit PS and let the updater run.

                            10) Quit Updater after successful installation

                            11) Verify ACR

                             

                            ACR update should work fine now, if it still does not work, we can setup a connect session in order to analyze the issue on your machine.

                             

                            Regards,

                            Ashutosh

                            • 11. Re: Camera Raw 6.3 Installation Fails
                              DavidLeifer Level 1

                              Michelle and Ashutosh,

                               

                              I am experiencing the same problem/symptoms as Spencer. I had a computer problem and needed to reinstall CS5 from my original disks. This brought me to PS CS5 v6.0.0.205. I then tried to use both the built in Help > Updates... and stand alone files to update Photoshop and Camera RAW. The Adobe Application Manager runs, appears to be downloading and installing and then ends with, "Installation failed" after each application. I am on a Mac running 10.6.7.

                               

                              I followed your suggestions to:

                               

                              "1) Please verify if there is a file not a folder by name Adobe in /Applications , Delete the file if it exist."  (It did not exist)

                              and

                              "2) Delete a folder by name AdobePatchFiles at /Applications/Adobe" (It did exist and I deleted it.)

                               

                              and then restart and try updating through Photoshop>Help>Updates...

                               

                              I still receive the same message:

                               

                              "Some updates failed to install."

                               

                              And, in fact, they all failed to install.

                               

                              Any other suggestions? Can I, should I, send you my log file?

                               

                              Thank you,

                               

                              David

                              • 12. Re: Camera Raw 6.3 Installation Fails
                                Ashutosh.Nigam Adobe Employee

                                Hi David,

                                 

                                Please provide us with Camera Raw installer log file at "/Library/Logs/Adobe/Installers", This would help us in resolving the issue.

                                 

                                Please mail it to asnigam@adobe.com.

                                 

                                Thanks,

                                Ashutosh

                                 

                                 

                                 

                                 

                                 

                                • 13. Re: Camera Raw 6.3 Installation Fails
                                  DavidLeifer Level 1

                                  Asutosh,

                                   

                                  Did you receive the log file I sent yesterday? (I have included it again

                                  to be sure.)

                                   

                                  Any ideas or suggestions yet?

                                   

                                  Thank you,

                                   

                                  David

                                  ==================

                                  David Leifer Photography

                                  • 14. Re: Camera Raw 6.3 Installation Fails
                                    Ashutosh.Nigam Adobe Employee

                                    Hi David,

                                     

                                    I have received your logs and we are looking into it.

                                    Needed to confirm what was the ACR version before re-installing CS5, Was CS5 re-installation successful?.

                                     

                                    If you can again re-install CS5 and try updating it should work, in the mean time we will find the root cause of the failure.

                                     

                                    Regards,

                                    Ashutosh

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