Lightroom: Problem updating

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  • Problem
  • Updated 9 months ago
  • Solved
  • (Edited)
I always have problems updating Lightroom CC from the Creative Cloud desktop application. I still have no indication from the desktop application that a Lightroom update is available.

When I contact Adobe, I get software experts who get onto my computer and spend about 20 minutes forcing an update, usually removing dozens of files and leaving me with no operating catalog. It's the same for the next update.

These experts don't fix some underlying problem that prevents the update system working properly on my Windows 10 PC. Is there anything I can do to to fix this situation?
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Roger Tinley

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  • frustrated

Posted 2 years ago

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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Looking at your support cases I only see one case about install/updates on 6/7, it looks like you were hitting error code 50. https://helpx.adobe.com/creative-cloud/kb/Error_Code_2_failed_update.html

Was there another or different error?
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Roger Tinley

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Thanks for your reply. I did hit error code 50 but the issue I am writing about is that the CC Desktop isn't informing me about LR CC updates. When I am in LR it tells me that an update is available (but not from CC Desktop) and this may be when I hit error code 50. I have found that updates work via CC Desktop if I get the information that an update is waiting.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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To me, it sounds like there's an older version AAM (Adobe Application Manager) that is running when it shouldn't be. Is only CC installed? or are there older versions of Creative Suite, Elements, etc running on the system, too?
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Roger Tinley

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I have an old version of Elements (8.0) for scanning purposes - it has a Twain driver for my Canon 9500 scanner which later versions dropped. Other than that I only have Premiere Elements 14 and Adobe CC. I haven't bothered to load Elements 14 on my new computer.

Your software guys delete dozens of files, reload everything and seem to force the download of an updated version of LR from a download site. It takes them a long time to do this. But they mess up my active catalog and the update problem returns with the next update of LR. 
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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You should be able to use a 32-bit version of Photoshop CC 2017 to run twain. There's just not a 64-bit driver. Let me know if you have trouble with the next update.
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Roger Tinley

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Jeffrey
Thanks for your response and sorry for the delay in getting back to you - I was trying to get my LR updated.

Can I open my 64-bit version of PS CC in 32-bit mode for scanning purposes and then revert to 64 bit operation for normal use? It would be nice to remove Elements 8.0 from my PC!
Roger
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James Hess

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This complaint hits The Lightroom forum on almost a daily basis. I mean, really, there is something drastically wrong with the Creative Cloud application manager with some users. Here we are with update 12 and people are still saying they are up to date according to the manager when in fact they are still running on the initial install of cc 2015 and cannot get the updater to work.
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Rikk Flohr, Official Rep

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Jim, 

We are aware of the number of posts regarding updates. Unfortunately, clouding the issue is the number of reporters who are solved by:

1. Updating their Creative Cloud App to the current version
2. Correcting their Firewall/Antivirus settings
3. Creating a new OS-level user profile that does work (Corrupt existing user profile - mostly Mac users)

Once we've weeded those out the number drops dramatically but doesn't fall to zero. We are working to establish those users for whom 1-3 are not in play to get to the root cause. Unfortunately, we do have to triage these steps first. 

We appreciate your continued insight into the matter.
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Roger Tinley

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Rikk
1. My Creative Cloud App recently updated itself. 
2. What is the issue with the Firewall settings? I use McAfee.
3. I am the only user on my Windows 10 PC.
I still have no LR update.
Roger
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Rikk Flohr, Official Rep

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Roger,

1. Verify that your CC App is 4.11.202. You can do this in the Preferences section of the CC App. 
2. I am afraid you are on your own with firewall settings. Check to see that you don't have Windows native firewall running as well.  Make sure that all Adobe functions are white-listed in your firewall settings. 
3. Actually a corruption in user account shows up most often in single user-single account environments. Being a single user doesn't shield you from this problem. It is a simple matter to create a second user account and eliminate it as a cause. 

Let me know how you progress on checking these three items. 
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Roger Tinley

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Rikk
The CC App (which updated itself a couple of days ago) is at version: 4.2.0.211

"Always keep Creative Cloud desktop up to date" is checked.

I will check the other two items tomorrow.

Roger
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Robert Frost

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What happens if you uninstall Mcaffee? I just use Windows built-in Defender. Haven't ever had a virus (in 20-30 years).

Bob Frost

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Roger Tinley

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Robert: I probably could use Defender but I am invested in McAffee for a while! I turned off the McAffee firewall and tried updating the App, LR and PS but no luck.
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Roger Tinley

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To Rikk
1. These are the Versions on my Windows 10 PC:
CC App: 4.2.0.211
LR: 2015.10.1
PS: 2017.1.1
Bridge: 7.0.0.93
The CC. App says that it and the Adobe programs are all up to date.

2. I turned off the McAfee firewall and tried to update the App and programs but nothing happened

3. For a new User Account, do I just open the Adobe site and open a new account? Or do I have to log into my current account first and cancel it?

Thanks for all your help.
Roger
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Rikk Flohr, Official Rep

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Roger,  #1 looks good. Nothing needed there.
#2 - as expected.
#3 - this is done at the Windows Control Panel level - not at Adobe.  https://support.microsoft.com/en-us/instantanswers/5de907f1-f8ba-4fd9-a89d-efd23fee918c/create-a-loc... should get you started. 

Revisiting #2 - if you turn off the firewall, open the Creative Cloud App and hit [Ctrl]+[Alt] + [R] does anything happen? 
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Roger Tinley

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Rikk
#1: If these are up to date versions (as the CC App tells me they are) then I don't have a problem.

#2: I tried what you suggested and the following happened:
i) I got a message saying "Are you sure you want to relaunch? Relaunching will cancel any current applications." I clicked "Don't relaunch". It also brought up the HP Recovery Manager.

#3: Thanks. Now I understand what you mean about a new User Account. For some reason I thought you were suggesting that I open a new Adobe Account.

Roger
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Carol Sumilas Boshears

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Now that it updated today, none of my presets work!  So much for updates. I think I'll cancel my subscription. It also has the worse "eraser" I have seen. Crap.
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Victoria Bampton - Lightroom Queen, Champion

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That's a little vague for us to be able to help Carol, but we'd like to do so. Start a separate thread from the home page so it doesn't get lost in this one, and we'll help you figure it out.
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uwep

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It's the same on Mac. No update to 2015.12 available
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Robert Frost

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A program like Mcaffee puts its feelers into so many places in the OS, that I wouldn't be certain that just turning it off might solve the problem. I uninstalled Mcaffee and Malwarebytes previously with time still on my licence because I don't trust them to be beneficial. In your shoes, I would uninstall Mcaffee; you can always reinstall it if the uninstall doesn't solve your problem.


Bob Frost

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Trevor

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CC Subscriber here. I too am not seeing the update in the Creative Cloud app. And yes, I did download the standalone patch (https://helpx.adobe.com/lightroom/kb/lightroom-downloads.html) and it gave an error: “Update Failed”.

Due to this, my machine has no way of updating to the new version of LR...

The CC app shows version 4.1.1.202, and registers as the latest version.

macOS Sierra 10.12.6 withe latest known version of the CC app

(Edited)
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Rikk Flohr, Official Rep

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Trevor, 

Since your system seems stuck in this state, I would recommend the following.

1. Use the latest version of Adobe Creative Cloud App to uninstall Lightroom. 
2. Restart your computer.
3. Use the Adobe Creative Cloud App to reinstall Lightroom.  (this should be the latest version)
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James Hess

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Their are two points that I don't know how to get across. One point is to the users. There is not a "standalone patch" as opposed to a patch for the Creative Cloud. There is only a single patch that will update either the standalone Lightroom 6 or Lightroom CC, depending on how you have activated the program. End of story. However, to the Adobe staff, the update process is screwed up! It doesn't work for a lot of people. It's what we have been trying to tell you for several weeks now. You keep coming back with antivirus stuff or other explanations. But these are the kind of responses that just don't get explained or resolved.
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Roger Tinley

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Rikk
I followed what you suggested for Trevor and now I have the latest version of Lightroom.

Perhaps one day you guys will find the cause for the problem of updating Lightroom through the CC App but at least I know how to do it by first deleting LR and then reloading.

Thanks for your help
Roger
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Rikk Flohr, Official Rep

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Thanks for reporting back, Roger.