Installing Adobe CC products : a mess that has to be fixed

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  • Updated 12 months ago

Hi,

We now have new major versions for Lightroom, Photoshop and Bridge and the number of failed updates reported here and there stays at the same level. Always these failed downloads, these error codes, these failed updates, these endless uninstall / re-install useless loops, these support pages giving advice that never help, these obsolete links leading to error 404 pages, these applications starting only in administrator mode,...

Of course, this is our mistake : our configuration is probably not as they want it to be. But what should it be ? What are the actual requirements to obtain successful installs ? When an installation failure occurs, do you get a a clear message indicating what is the failure condition ? Of course, no. When you look at the log files, are these errors more clearly explained ? Never. Have you ever received clear explanations about a particular error code ? What means error 146, 125 ? Nobody seems to know. Just, "Please uninstall everything from Adobe, run the cleanup tool, etc. and re-install". Guess what ? Same errors still there. But you have lost hours.

What on earth are they doing to my system when installing their applications ? We are not installing an OS, just some executable binaries and some services. That's something most software editors and developers know how to manage.

I never had so many problems with any other software vendor (and obviously many of us are in the same situation).

It's now time to re-design the whole crap and to switch to an installation / update model that is more reliable and more simple. It's also time to handle errors in a more user-friendly way. An error message must give accurate information about the failure. It's just a matter of using the right coding technique. Ever heard of structured exception handling ?

If you agree with this, please add your vote. This mess must stop.

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Patrick Philippot

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Posted 1 year ago

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Duncan Allan

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I would additionally like to keep my installed brushes and 3rd party apps installed in the previous version so I can work and have the new installed version ready too. Don’t delete the early installed prefs either.
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Michel DELFELD

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I must say, that since I am using Adobe products (starting with LR2 and PS 3) It's the very first time I face such a terrific hurricane.

I am not a professional, but based on my own experience I can find my way in the arcanna of Adobe. Some times it's difficult but mainly it works for me. BUT i am not having the same expertise nor the same needs. than professional.

It's a terrible pity to work with products (paid a bunch of money) and not getting any reliable contact with the supplier. I thought that this forum should have been regularly visited by Adobe people. It seem that it is not. I am disapointed.

My idea is that Adobe is coming to a critical commercial mass. They are to big to be able to stay listening to the base customers. This is a very dangerous situation, the fall can be fast. ADOBE people! PAY ATTENTION to what your customers are saying! They are NOT spending their time only to play a game. They need to produce, they need a reliable product. 
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Anthony Stagge

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It is overly complicated. Especially if you want to switch between CC and perpetual products. On one machine I tried to uninstall CC and install LR6 and CS6 and still can't figure out what's going on. Apparently I now have "LR CC 2015" with no Dehaze. I think I'll try again after the next renewal date.
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John Maguire

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In all of the people I've helped either in installing or getting something to work for them, I'm always asking the same questions. what is your os, have you updated any software or drivers lately or have you installed anything before or after PS. After they post answers to those question, I or another user can help to find the answers. 

Am not saying adobe is right, in fact I think they spend too much time adding features that tend to break others, when in fact they should be fixing what doesn't work and fine tuning what does. 

I myself have had little trouble with PS. The only glitches I've found is the fill shortcut and the brushes switching to eraser mid stroke which both have easy work arounds, for me and others

As far as testing PS before a release. there are a dozen or so people that are given PS after a feature is fixed or created and asked to test it. Can you imagine sitting there in PS and using every key combination, menu, filter, selection, brush, in every language and windows/mac version?
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Michel DELFELD

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That is the point, being aware about upgrades, not only Adobe, but OS and driver as well. I do agree with you. Main users are not really aware about that. I just spent 1 hour to help a friend of me the stopped his iMac during OS upgrade just because he thought the situation was not normal: a black screen with the apple and a cursor being at the end. This took him a lot of time to understand that he made the mistake not the computer..... 

About my self I don't have problems with LR Classic CC nor with PS CC

This said, I feel that there are here many users being perfectly aware about how to install and use Adobe products. They are also complaining regarding bugs ands other leaks within LR (mostly) and PS. I think we must (adobe as well) take this in consideration.
(Edited)
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Lazlo Gyorsok

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I had a few issues with the latest CC2018 versions, contacted technical support two times ( let's just say they are not as fast as Apple) but couldn't get the issues resolved . I have found the solution for one of them myself, that was an installation problem, but the other one I couldn't solve ( from bridge under tools>Photoshop the scripts wouldn't work ) , so I had to downgrade to a previous version ( 2015) .
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Patrick Philippot

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Hi all,

I really want to limit this discussion to installation problems. I'm not talking about product bugs or misbehavior. There's a specific problem with the installation system and I'd like an answer from Adobe on that point.

The high number of issues that users are possibly encountering during the installation of CC products is unusual. There's a flaw in this process and I want other answers than uninstall/cleanup/re-install.

This is not especially a personal problem. I'm an animator in photo club of more than 100 members. Almost every other day I have to answer questions about failed installations of CC products. This is just unbearable.
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Michel DELFELD

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On my sidet, I am using  LR since V2 and since now I never got any problems when upgrading to a new LR version.
It's to long to explain how i do this. Globally, I consider all secure aspects we normally have to take in consideration if we want to live confortable with a computer. 
It is quite clear Adobe don't give clear informations. Specially about the CC version. Adobe gives you an info that there is something to load and that's it. It's essentially a "push button process" And there is very poor documentation right to the hand. I agree completely. Adobe doesn't consider that many users are not computer freak.... 
I am myself "trying" to inform correctly the members of my photo club. And even if you give them very clear information, they do it wrong! Why?
Yesterday evening, I got a membre who said my HDD is down and all my pictures are on it!!!!
I said no problem, you must have a backup! I told you many times to have at least one! She answered me no I haven't. Every thing was running perfectly and I didn't see why I should spend money for an other HDD!

Teaching people is a hard, very hard job.
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Patrick Philippot

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Maybe I should explain this issue another way...

What means installing a software ? Be it a device driver,  a service or a program, the installer has to do rather basic things :

- Check if all requirements are met and otherwise notify the user and stop.
- Copy all the necessary files where they belong (possibly updating or removing existing files). If some files are in use, queue a reboot.
- Create or update the necessary configuration files and shortcuts.
- Create or update the necessary registry entries on Windows.

Some of these operations may require administrative rights. So, in the first step, this should be checked and, if necessary, ask the user for the administrator account password OR ask him to use an administrator account to install.

Basically, that's it. Billions of computer users in this world are installing new software every minute without a hitch. However, since a few years, when I start the installation or the update of an Adobe product, I can't do that without crossing my fingers. Sometimes it works, sometimes not. An error code might be displayed or the installer might merely freeze, etc. Well, many of us know this never ending story.

My system is perfectly healthy, I don't have any problem when installing other software,  I'm a user with experience (I'm a former system engineer and software developer), I know what I'm doing. So what ? 

The Adobe installers must be doing something very special to generate this high number of errors. Of course, their offering has become so complicated that they have to check a lot of things : did you subscribe to the software you are installing or is it a perpetual license ? Are you moving from a perpetual license to a subscription or reversely ? Even that, they can't check properly. This has been demonstrated lately.

Once you have been caught (installation froze or terminated with an error), you are looking for information about the error. One thing is 100% sure : you'll not get any useful information from the  installation program. Never. It failed, it closed with a cryptic code and that's it. Then you go to the related forum and an MVP will jump in with a ready made recipe or message that most often doesn't work or doesn't help. Once you have uninstalled and cleaned up everything, , you try to re-install and... the problem is still there.

At this time, you have already lost a few hairs. Especially if you are not a power user or a computer professional. You're asking again for help but there's none. Beware : someone is about to suggest you to keep your current version or, worse, to downgrade your OS to a previous version. Note that is is absolutely logical : your system is necessarily the problem, not the installer. Or you have imprudently installed some other piece of software that cannot live alongside with Adobe's products. Anyway, be sure of this : it's your fault. You are not Adobe compatible and it's not Adobe's job to fix this.  Ever heard something like that ?

The number of work hours lost because of this madness is just much too high. Definitely. Adobe have to react. Of course, now that the subscription model guarantees the revenue without having to resolve user problems efficiently, the motivation level has become lower. Anyway, something must be done, they have to work on a more reliable and more simple installation process. In other words : Adobe, install your products like others do ! Now that Adobe has become a very prosperous company, they should have or hire the necessary resources to start this job.
(Edited)
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Michel DELFELD

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Yes this is right.... Adobe is having such leading position that they don't consider the customer as it has to be. And I agree with you regarding this position. But as long as there is no other company offering similar set of products on the market they should consider them as "the king of the market"

Even considering that on the market there is much more Windows Computer than Apple computer, I have the feeling that most of the problems users get with Adobe products are relative to Windows computers.

This isn't a reason for Adobe to leave the users alone with their products.  They have to react
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Lisa Diebboll

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I have experienced this as well. After using adobe products, especially PS for 20+ years, the CC install is without logic or explanation. And pity the poor user who tries to use phone support. I started thinking I was talking to an actual robot who sounded human but couldn't understand the issue no matter how many times I explained it.

It seems to me that the error message prompting reinstallation is usually triggered because CC suddenly starts thinking your subscription isn't valid. Once that happens you go down a rabbit hole and you are at the wim of the mad hatter and the queen of hearts. 

Its frightening when you are on a deadline to be sure.
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Max Johnson, Champion

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Once you have been caught (installation froze or terminated with an error), you are looking for information about the error. One thing is 100% sure : you'll not get any useful information from the  installation program. Never. It failed, it closed with a cryptic code and that's it. Then you go to the related forum and an MVP will jump in with a ready made recipe or message that most often doesn't work or doesn't help. Once you have uninstalled and cleaned up everything, , you try to re-install and... the problem is still there.
This. So much this. If I could just get reasonable error output instead of an error code that literally just means "Something went wrong with internets", I could troubleshoot on my own. Instead I get error code with no context or blank white screen with spinner.
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John Maguire

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Not sure if it will help you. If you're curious you may want to look into windows event viewer. It may require some digging, but if your interested in finding out why, it may offer a clue or even a fix.

 Am not saying it's up to you to fix PS but I've found a lot of useful info while trying to install a program or fix a glitch with a device and your findings might assist a tech in finding it faster.
(Edited)
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Patrick Philippot

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Hi,

The Adobe installers don't generate any event in the Event Viewer under Windows. And I never could find a relationship between Windows events in the Event Log and failed installations.
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Hannah Nicollet, Quality Engineer

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Hi Patrick,

Sorry you have been frustrated in your efforts to install Bridge, Lightroom and Photoshop. Without specifics of the errors you are getting or the behavior you are seeing I'll start with your question. You asked for the requirements for running Photoshop and Lightroom:

• System requirements for Photoshop: https://helpx.adobe.com/photoshop/system-requirements.html
• System requirements for Lightroom: https://helpx.adobe.com/lightroom/system-requirements.html

If you are crashing, the crash logs probably contain more information than is readily apparent. Please send me anything you have with details about what is happening on your machine and other useful information, such as your OS. I'll attach my email below.

Thank you,
Hannah Nicollet

(Edited)
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Patrick Philippot

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Hannah,

I was talking about security (permissions) requirements. It's because many installation errors appear to be (allegedly) caused by permission problems.

As of the log files, I have sent them multiple times when requested to do so. This never helped. I'm a former system engineer and software developer. I can see that the contents of these log files are not accurate enough to identify the origin of the problem. The error handling code of the installers is unable to collect enough information to do so. This has to be re-designed. Given the high number of installation errors, Adobe are perfectly aware of this.
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Hannah Nicollet, Quality Engineer

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Hi Patrick,

I'm sure you are correct that the log errors could be more thorough. They are however encrypted, so there is more information contained there than it appears from the visible strings of binary that appear to be gobbledygook.

What is the problem that you are having specifically? If your system isn't functioning for you I would like to help you get up and running again. 

Regards,
Hannah
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Kelly Shaw

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Hello.  I have been having problems installing Lightroom Classic for over a month now. Adobe has not been helpful. At all. Numerous chat sessions, including sessions where the Adobe person takes remote control of my computer to have a look around. They have collected logs from the log collector tool. They have kicked the problem up to a higher "team." And nothing has changed.

They occasionally make suggestions, like "perhaps your system does not meet the requirements." When they already know that the system does meet the requirements. They have been on my computer and seen the system for themselves. And I've already been using Lightroom, on this machine, for a number of years.

Today I got an email saying that an engineer had looked at the server logs, and had noticed that something now appeared to be working. So I went into the Creative Cloud app, but nothing had changed. Still no Lightroom Classic listed. Only Lightroom CC (2015).

All of this while we continue to pay our monthly subscription fees, while Adobe and Creative Cloud do nothing but waste our time and money.
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Victoria Bampton - Lightroom Queen, Champion

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A long shot Kelly, but what happens if you follow this link? Download
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Kelly Shaw

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Hi Victoria. It didn't work. For some reason, Lightroom Classic is not appearing in my list of Creative Cloud apps.

I've tried everything I can think of. I've uninstalled everything Adobe, then uninstalled the Creative Cloud desktop app, then used the Creative Cloud cleaner tool to remove all traces. It didn't work. Lightroom CC still doesn't appear in my list of Creative Cloud apps.

Thanks for trying to help. I appreciate it.
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Victoria Bampton - Lightroom Queen, Champion

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It's a real mystery - it's the first report I've heard. Sorry Kelly!
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John Maguire

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Kelly. This might sound crazy but, have your tried installing in safe mode. The reason I ask is that it sound like something is corrupting the install. 

Trying it in safe mode with internet access will eliminate any software curently installed on you system other than windows. If you can get it to install in safe mode, it may help pinpoint another app that may be causing the problem. Running in safe mode won't harm any other software on your system.

I know others will say no as they have the same problem but I only know that thousands of other people have it installed without these issues.
(Edited)
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ProDesignTools

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Hey Kelly, have you tried using the CC 2018 direct download links?

All Creative Cloud 2018 Direct Download Links: Adobe CC 2018 Free Trials
    
(Edited)
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Benjamin Taylor

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I have a difficult time just opening apps. Adobes software is worse than their cracked versions. I started paying for it a few months ago and so far I have spent more on bandwidth re-downloading everything than the actual subscription. Its just not done so well. The concept is good, but your execution sucks ass big-time.

I am now installing cracked portable versions so I can actually use the software I fucking paid for.

I will be cancelling this piece of shat once it expires.
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Benjamin Taylor

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Considering how often I have to download this software I think Adobe should take responsibility. But they will not and i am pretty sure of that. Their hashed together subscription service does not work. 

How do you open an app when its doesn't open though? I have one solution... Install cracked portable versions: the most stable I have experienced... 
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avpman

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Victoria, the ProDesignTools site linked to above isn't an Adobe site, or is it? Is it a legitimate source of legitimate software?
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Cristen Gillespie

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ProDesignTools is legitimate. They're providing an easy to find link to Adobe software. They're not offering the software itself.
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Victoria Bampton - Lightroom Queen, Champion

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Yeah, I'll second that. The linked software is hosted on Adobe's servers, and ProDesignTools works closely with Adobe. Let's be honest, it's tough to find what you need on Adobe's own site.
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avpman

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Thanks for the verification. This time of year one has to be careful!