Elements 2019 won't install. Error code 1

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  • Problem
  • Updated 8 months ago
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Hi,
I purchased Elements 2019 yesterday and downloaded. I extracted the zip files and when I run the installer it fails with error code 1.

I'm running Win10.

I have been looking for solutions and they all mention the install log file. I do not have one of these at C:\Program Files(x86)\Common Files\Adobe\Installers\

I have found an acc log file that has the following errors -


02/03/19 10:03:12:862 | [ERROR] |  | ASU | PIM | PIM |  |  | 9996 | CreateProcess failed (2).

02/03/19 10:03:12:862 | [INFO] |  | ASU | PIM | PIM |  |  | 9996 | Inside !isProcessSuccess
02/03/19 10:03:13:363 | [INFO] |  | ASU | PIM | PIM |  |  | 9996 | Path to Process :C:\Program Files (x86)\Common Files\Adobe\OOBE\PDApp\IPC\customhook\AdobeIPCBrokerCustomHook.exe Process Directory :C:\Program Files (x86)\Common Files\Adobe\OOBE\PDApp\IPC\customhook arguments being passed :"C:\Program Files (x86)\Common Files\Adobe\OOBE\PDApp\IPC\customhook\AdobeIPCBrokerCustomHook.exe" -uninstall --update=true
02/03/19 10:03:13:363 | [ERROR] |  | ASU | PIM | PIM |  |  | 9996 | CreateProcess failed (2).

02/03/19 10:03:13:363 | [ERROR] |  | ASU | PIM | PIM |  |  | 9996 | Error occurred executing uninstall modifier at path: 'C:\Program Files (x86)\Common Files\Adobe\OOBE\PDApp\IPC\customhook\AdobeIPCBrokerCustomHook.exe'. Error code: 2
02/03/19 10:03:13:363 | [INFO] |  | ASU | PIM | PIM |  |  | 9996 | !isCoreSyncPkg returning PIM_STATUS_ERROR
02/03/19 10:03:13:364 | [ERROR] |  | ASU | PIM | PIM |  |  | 9996 | uninstallmodifier of Package of file C:\Adobe Elements\packages\AAM\IPC\IPC.pimx. failed during upgrade workflow
02/03/19 10:03:13:364 | [FATAL] |  | ASU | PIM | PIM |  |  | 9996 | package installation failed and the return code was 1
02/03/19 10:03:13:364 | [ERROR] |  | ASU | PIM | PIM |  |  | 9996 | Failed to install with return code: 1

I did several uninstalls of various things, including Adobe products before trying to install.

Any help would be appreciated.
Photo of Stuart Robinson

Stuart Robinson

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Posted 8 months ago

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Photo of Medha Sharma

Medha Sharma, Employee

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Hello Stuart,

We apologize for the inconvenience you had to face. 

Could you please navigate to C:\Users\<username>\AppData\Local\Temp\CreativeCloud\ACC\AdobeDownload and check if HDInstaller.log and HDHelper.log files are present? If so, please share the files with us so that we can ascertain the cause behind the installation failure.

You could also reach out to us at Grp-ElementsSupport@adobe.com

Let me know if you have any issues in locating the log files or if you need any further assistance.

Thanks,
Medha



Photo of Stuart Robinson

Stuart Robinson

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Hi Medha,

finally got it working. Installed trial 2015 first and then it seemed to install ok after that.

thanks,

(Edited)
Photo of Medha Sharma

Medha Sharma, Employee

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Hi Stuart,

Glad that you were able to resolve the issue. Have a great time using Elements 2019.

Thanks,
Medha