Photoshop: Error 21 with update to CC 2015

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  • Problem
  • Updated 5 years ago
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  • (Edited)
I get these errors in trying to update PS2015...Other CC Photoshop programs do update. Installed PS 2015 originally but now cannot up date it.ERROR: DW021: Payload {3FB7A108-368A-4849-A3F3-69571BAAC457} Photoshop Adobe Photoshop CC 2015 Support 16.0.0.0 of version: 9.0.0.7 is not supported by this version: 9.0.0.6 of RIBS

ERROR: DW021: Payload {793C2BF7-A4FE-4608-91C9-9282C5801C21} Photoshop Adobe Photoshop CC 2015 Core 16.0.0.0 of version: 9.0.0.7 is not supported by this version: 9.0.0.6 of RIBS

ERROR: DW021: Unsupported payload versions included
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Frank Sobol

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Posted 5 years ago

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Production Artist

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I'm simply not going to upgrade Photoshop. This is ridiculous and Adobe are assuming that it's something to do with our computers and not their installer.

Fed up and won't waste any more time on this.
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Frank Sobol

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I have been online with Adobe Support. They could not solve the problem. But today the support person had my Adobe install logs uploaded and sent to a "senior team" in Adobe Support. Hopefully they'll get back to me with a solution. Only thing to do now is to be sure Adobe knows that you are also having this problem as are many others.
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Production Artist

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I'm mostly thinking that this is an issue with Adobe's installer and has nothing to do with our computers. I'll wait and see if they resolve things on their side.

This is a workstation for work and I can't afford to pay for any mistakes made on their end.
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Stephen Lawrence Mitchell

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This reply was created from a merged topic originally titled Photoshop CC 2015 installation ERROR 21 message.

Have tried twice to re-installed the CC app and then then Photoshop. The error message keeps coming back.

Exit Code: 21
Please see specific errors below for troubleshooting. For example, ERROR: DW021 ...
-------------------------------------- Summary --------------------------------------
- 0 fatal error(s), 3 error(s)
ERROR: DW021: Payload {3FB7A108-368A-4849-A3F3-69571BAAC457} Photoshop Adobe Photoshop CC 2015 Support 16.0.0.0 of version: 9.0.0.7 is not supported by this version: 9.0.0.6 of RIBS
ERROR: DW021: Payload {793C2BF7-A4FE-4608-91C9-9282C5801C21} Photoshop Adobe Photoshop CC 2015 Core 16.0.0.0 of version: 9.0.0.7 is not supported by this version: 9.0.0.6 of RIBS
ERROR: DW021: Unsupported payload versions included
-------------------------------------------------------------------------------------
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Frank Sobol

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I think you should wait a bit now that you have tried everything, even more that some of us with the problem have tried. Adobe technical staff now has install logs from some users (me for one) and all the comments on the Community Forum, so they are working on the issue. Since none of the existing update fixes has worked, we need to give Adobe time to develop a new fix. It should be widely advertised once ready.
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Brian Yoder

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OK.. Photoshop CC (2015) installed successfully. My desktop app was out of date - why there isn't a version check when trying to install the new apps that require the new Desktop App is beyond me. (Right click on system tray icon and click Preferences. Click the icon again and you should see 2.1.1.110)

I originally tried to do just steps 2 and 3, and while the Desktop App was now up to date, I still received the error.

You must do ALL THREE of these steps:

1. Rename this folder:
C:\Program Files (x86)\Common Files\Adobe\OOBE\PDApp TO PDApp_old

2. Run Creative Cloud Desktop uninstaller:
https://helpx.adobe.com/creative-clou...

3. Install new Creative Cloud Desktop:
https://creative.adobe.com/products/c...

Once again, my issue was an out of date Desktop App, you might be having other issues.

Good Luck.
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Edward Sandilands

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You are kidding! Rename a folder??? This is absurd!
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Rolf Moser

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comment to comment above: Why Renaming the Folder ? :
Because than the new Installation does not use this old PDapp directory. For any waste in this folder does not pollute the reinstallation. Reinstalltion makes a new clean PDApp.
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Frank Sobol

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Thanks...I keep trying any successful update plan. But I have a CC app that is up to date, so your successful approach didn't work for me...Continue to wait for an Adobe direct solution. Thanks again for trying...Frank
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Rolf Moser

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Brian's solution works: !!!!!!!!!!!!!!!!!!!!! (see above) !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
My CC versions was " 2.1.1.110" seemed to date.
But I've tried Bryans solution yet and it works.

He wrote:
You must do ALL THREE of these steps:

1. Rename this folder:
C:\Program Files (x86)\Common Files\Adobe\OOBE\PDApp TO PDApp_old

2. Run Creative Cloud Desktop uninstaller:
https://helpx.adobe.com/creative-clou...

3. Install new Creative Cloud Desktop:
https://creative.adobe.com/products/c...

And Photoshop 2015 has been installed !!!!!!!

THANK YOU BRIAN !!!!!!!!!!!!
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DannyB

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Yep. Worked for me too!
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Rolf Moser

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Note.Why Renaming of Folders ? : The new Installation does not use this directory. For any waste does not pollute the reinstallation. Reinstalltion makes a new PDApp.
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Sabine Kayser

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Does anybody have another solution for this Problem? I am sorry, but Brians way doesn't work in my System.....:(
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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What OS are you on?
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Edalisse Hirst

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Brian's solution worked for me. (Windows 8) Thank you, Brian!
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Frank Sobol

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win7-64bit-SP1
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Steffen Faisst

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Brian's solution worked for me, too!! Thank you! :) (Windows 7)
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Ashutosh Nigam, Employee

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We require following folder for investigation:

PDApp_old (earlier named as C:\Program Files (x86)\Common Files\Adobe\OOBE\PDApp on impacted machines)

Please share the same on dropbox or mail it.
Appreciate your help.

Regards,
Ashutosh
asnigam@adobe.com
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Frank Sobol

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I have sent the folder to your email address...Frank
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Frank Sobol

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Adobe solved this problem by taking control of my computer and changing existing Adobe folders to Adobe-old for all of them. With existing folders changed, Adobe online technicians did a fresh install of Photoshop CC 2015. Once done, the program worked without problems. Since the Lightroom CC version update had the same problem, they did the same thing with LR and then did a fresh install. After that LR was updated and worked fine. One of the problem areas causing this seems to be in an Adobe folder called OOBE. You should let Adobe technicians control your machine and do the install for you.
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Heike BA

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same here... it was the OOBE folder who caused the problem .. after rename and uninstall CC ist works
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Heike BA

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after trying everything... the last option to rename the folder in common files... it works ... thank you... photoshop cc is installed again :-))
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Caroline Edwards

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photoshopCC2015 - creative cloud fixed by Goulk - now photoshop coming up with 'error21' under ...filter/render/frames etc. wasn't like that before. what next please. spoke to Plavia for a very long time this am - answer .....'will be fixed in next update'...when will that be?
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Chris Cox

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What do you mean "fixed by Goulk"?

The frames/flames/trees filters do require the GPU and can give errors if your GPU doesn't support those operations.
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Caroline Edwards

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my graphics card is just fine thank you......flames is working - but not frames
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Chris Cox

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What is the specific error?
And what do you mean by "fixed by Goulk"?
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Caroline Edwards

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my Creative Cloud disappeared completely, so he had to download the entire thing again incl PhotoshopCC2015 & lightroom.....i do believe i will open Photoshop & ask for help there - many thanks