Lightroom: Unable to update to 6.12 from 6.10.1 (Mac)

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  • Updated 1 year ago
I was glad to hear that the release of 6.12 addressed the "Map module flashing" problem posted in this forum, which had made using Lightroom intolerable for the past several weeks.

Unfortunately, all my attempts to update to this latest release have been unsuccessful. I am running Lightroom 6.10.1 with a perpetual license, on Mac OS 10.11.6.


The steps I have tried so far are as follows:
  1. Open Lightroom, select Help > Update... from the menu. This opens Adobe Application Manager with the following message:
  2. Open Adobe Application Manager outside of Lightroom, also close and relaunch AAM, resulting in the same message. Restart computer, try again, same message.
  3. Download Lightroom 6.12 installer from https://helpx.adobe.com/lightroom/kb/lightroom-downloads.html Open the disk image to show contents:
    Run AdobePatchInstaller, which results in an error message "Update failed" as shown:
  4. Attempt the steps given in the article at https://helpx.adobe.com/creative-cloud/kb/creative-cloud-application-recognizing-available.html, which is really written only for Creative Cloud users. I've stopped short of uninstalling Lightroom entirely, as that's an unnecessary hassle just to give a slim chance for an update to maybe possibly work.
  5. The last option I can think of: uninstalling and unlicensing the product completely, then redownloading the full version of Lightroom and hoping it updates itself to 6.12 during the install process, then signing in and relicensing the product. I'm hesitant to do this unless absolutely necessary.
  6. Also attempted to contact Adobe "support", after 5 calls and waiting through numerous holds and transfers, only to be told to "find help on the forums", as support is unable to assist with any update issues, only installing and licensing. Which sounds a lot more like sales than support, but here I am, having followed their instructions.
This should be so simple, but I've had to spend so much time and effort on it over the past week, just to update Lightroom to fix a bug that wasn't present before the previous update. It seems I'm not the only one with this problem, from looking through comments posted on the release blog:
https://blogs.adobe.com/lightroomjournal/2017/07/lightroom-cc-2015-12-now-available.html

This is far too much trouble to expect your users to go to, and far too much information for them to seek out and forums to post on - for what should be an automatic process that runs in the background and keeps the software up-to-date.

Please advise when we can expect to be able to update to Lightroom 6.12.
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Jmakespictures

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  • confused

Posted 1 year ago

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Rikk Flohr, Official Rep

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I am sorry you are having trouble Jmakespictures, 

Something is definitely stuck on your system but it looks like you've taken all the steps necessary in troubleshooting. Thanks for sticking it out with the troubleshooting doc and trying each. 

If it were me, I would be doing a complete uninstall of Lightroom and a reinstall via the Creative Cloud app. There is no 'full installer' for the perpetually licensed product 6.12. You would be downloading a 6.0 version and then patching it to 6.12. You are telling us that isn't working . You can attempt that but I would recommend you go the other route. 

1. Download and install the Creative Cloud App.  
https://helpx.adobe.com/lightroom/kb/keeping-lightroom-up-to-date.html
2. Install Lightroom CC2015.12 using this app (this way you don't have to rely on the patch that hasn't worked for you.
3. Convert your CC2015.12 trial to a serialized version of Lightroom using this method.  https://helpx.adobe.com/lightroom/kb/serialize-lightroom-cc-trial-to-activate-as-lightroom-6.html

An extreme set of steps, I would agree.  But if you can't do a 6.0+6.12, that is your next step. 

Let us know how it works. 
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Jmakespictures

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Hi Rikk,

Thanks for the prompt and courteous reply. It's possible there are unique circumstances with my install, but again, others have commented similar problems on the update blog that I linked, as well as the update thread created by Melissa Rios on this forum. So we can at least allow for the possibility that something is amiss with the updater or authentication on the back-end.

I'll mention another issue that may be related, which happened when Lightroom last updated to 6.10.1 back in June (just before the trouble with the Map module). That time, AAM correctly notified me that an update was available, but during installation it froze at 99% complete (again, update problems!). I left the window alone and waited several hours, but eventually had to force-close it.

I was afraid that would corrupt the install, but afterwards Lightroom opened fine and showed its version as 6.10.1. However, something happened with the Application Manager, where on its next launch it was damaged and somehow downloaded the Creative Cloud client to repair itself. I never had nor wanted the Creative Cloud desktop app before. Eventually, I did uninstall Creative Cloud and I still have the Adobe Application Manager folder under Utilities. I can open it via Adobe Application Manager > core > Adobe Application Manager.app. If I instead open Adobe Application Manager > core > AAMLauncherUtil I get the following message: 
Clearly something went wrong in the previous update, where it tried to install Creative Cloud and failed, but some remnant is left over.

All this stems from the (in my view) overly complex measures used to control licensing and installation, and the constant push toward Creative Cloud subscriptions. In previous versions of Lightroom, the update process was much more reliable. In fact, I still have the Adobe Updater V6 in the Utilities folder, alongside the newer AAM, and now you're telling me to install the Creative Cloud app to fix my issue. How many different types of background-running programs are needed to keep one piece of software updated?

In any case, I'm willing to try what you suggested, since it seems like a valid workaround, as long as I can be sure 1) Creative Cloud app is not required after the successful conversion of Lightroom CC license and 2) all future point releases of Lightroom 6.X will still be available to perpetual license holders as usual.

Thanks again for your attention.
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Martin Rosindale

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I have exactly the same problem; I have been unable to update LR since version 6.7 and am stuck on that version. I have tried all the methods used by the OP - no success! I have d/l the latest CC app  and tried to update LR using it - still no success! I use an iMac running the latest OS. A formerly simple and reliable update procedure (prior to LR6) has become cumbersome, flaky and unreliable.

Sorry Rikk but this is just not good enough so please try and get your software engineering team to do something about it or Adobe is going to start losing customers and I may be one of them.
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Rikk Flohr, Official Rep

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@Martin Rosindale - another possibility is that your Mac's User account is the issue. An easy way to test this is to create a new User Account on your Mac and then attempt the update again from this temporary test account.  If the update works, the problem resides with your User Account - if it doesn't then we will have to look at other possibilities.  Can you let us know what you find?
(Edited)
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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If Rikk's solution doesn't work, I can have an agent reach out and assist you. Let me know.
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Martin Rosindale

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Sorry Rikk and Jeffrey but you are not addressing the underlying issue! You may be correct about a fault in my User Account may be causing the problem but all other software on my iMac works fine. There are enough users out there complaining about this problem to make it obvious that there are real problems with the Update process. I repeat, it is cumbersome, flaky and unreliable, in short it is very non-user friendly, so I am politely requesting that you and your team fix it!
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Jmakespictures

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After my last post, I searched the Adobe site about AAM issues and came across this patch installer: http://supportdownloads.adobe.com/detail.jsp?ftpID=4774

Installing that seemed to fix the Application Manager and trigger it to update itself to Creative Cloud, which I now understand should have happened in the first place. I'm not sure why AAM was included as part of my download of Lightroom 6 earlier this year when it seems to have been deprecated a couple years back. Also, it's still in the utilities folder along with Creative Cloud, instead of being removed as part of that install process?

Regardless, now I have Creative Cloud successfully installed and running in the background. Despite that, still the same problem with not finding the update. I've run the gamut of logging out/in, reloading CC, restarting the computer, and manually checking for updates. Still showing up in CC app as Lightroom CC (2015), up to date, with an Open button. I also created a test User Account as suggested, even though I don't see how the User Account could affect this process. No dice.

I suppose now I'll uninstall Lightroom from within CC and reinstall according to Rikk's steps above.

Like Martin, I would urge you to consider the user experience downgrade that this represents. I understand Creative Cloud is ideal for Adobe, and useful for professionals using all your latest and greatest apps, but I'm just trying to process my vacation photos, which I haven't really been able to do for over a month (first map bug, now this). Lightroom 4 worked perfectly fine.

Appreciate your continued involvement on here though.
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thelarix

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I, similarly, have been unable to update to LR 6.12 from 6.10.1. I started an update via AAM and also got the error message indicating a "problem" with AAM. I unwittingly allowed the fix which resulted in the installation of the CC desktop application. I have no interest in having the CC app on my desktop, nor having it running in the background, so I uninstalled it.

I really like Lightroom (I have, UP TO NOW, given high ratings and recommendations whenever the opportunity presented itself), but I'm annoyed as all get out about Adobe foisting CC-ware on me, and I'm doubly annoyed that I should have to jump through all sorts of hoops to ensure my LR is up-to-date.

I hope a simpler solution is developed, because I have no interest in removing and reinstalling in the hopes of properly updating to 6.12.
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Robert Frost

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Well, you seem to be determined to 'cut off your nose to spite your face', to use an old saying.

As I understand things, Installing and running the CC Desktop does not prevent your using your licence key to activate the LR update from the CC Desktop. Then it is effectively 6.12 standalone. The CC desktop is simply the installation program for the standalone and subscription versions of LR. They are the same program; only the activation is different, and depending on your activation method different bits of the program are made available to you.

The CC Desktop installation program has been a bit flaky in the past, but it gets regular updates and it now quite a lot better than it was.


Bob Frost

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Jmakespictures

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Good news and bad news!

Good news - I now have a working version of Lightroom 6.12 and the map module seems fixed.

Bad news - This is the sequence of steps and missteps I had to go through, mind you this is after everything else I described above:
  1. Uninstall Lightroom “CC” via Creative Cloud app, electing to save user preferences when prompted
  2. Download Lightroom CC 2015.12 trial via Creative Cloud app
  3. Open Lightroom CC trial from within Creative Cloud app
  4. Now, following steps in https://helpx.adobe.com/lightroom/kb/serialize-lightroom-cc-trial-to-activate-as-lightroom-6.html 
  5. Sign out from within Lightroom, which also signs out of CC app. Close Lightroom.
  6. Relaunch Lightroom, select Help > Sign In, select blue confirmation box (don't recall the exact wording, but it wasn't the box offering a trial period).
  7. No prompt for serial number was given, which made me worry because that is a scenario given in the article above, to which the answer seems to be “you already have Creative Cloud active, so you can’t serialize this license”. Panic.
  8. Attempt to Sign Out again from within Lightroom. This time, the Start Trial dialog actually appears and I can select License This Software button.
  9. Input serial number. While still open, Lightroom remains branded as Lightroom CC, and Help > Sign In appears in the menu but when selected again it actually prompts me to sign out.
  10. Close and reopen Lightroom via icon in dock. Now it shows in the nameplate area “Lightroom 6: Get started with Lightroom mobile”. Previously, this part had shown my name once signed in, which I confirm that I am.
  11. Still signed out of CC app itself. Encounter a strange bug when I try to sign back in - it won't not allow keyboard input to e-mail field before some text is input in the password field.
  12. Sign back into CC app with 2-step verification. It promptly disappears from my menubar, but now Lightroom shows my name in the nameplate area and seems to be licensed correctly. Hooray?
In short, uninstall and reinstall Lightroom entirely from within CC, while hoping for the best from the licensing backend.

I think we can all agree this is not a feasible update strategy going forward.
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Mat Sclasss

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Simple you just have to rename or delete a single file ;)

just follow this step and go thank the guys ;)
http://aaron-kelley.net/blog/2012/06/adobe-please-contact-your-administrator-if-you-wish-to-apply-up...
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thelarix

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Nope, that didn't enable recognition of the available update.
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John Harris

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I too can't upgrade to the latest update either. As others have said this is not satisfactory when it should be a simple mouse click. As in ON 1, for all its previous faults.....