CS4 11.0.1 update Failure

[Dan_Vo...@adobeforums.com]

I am trying to install the 11.0.1 update, and all I get is a generic error "The Update Failed" with no details and no log entry. I have AV off, plenty of disk space, applications are closed, and all the other basics checked. Whether I download the update directly or use adobe updater, no go.

Any thoughts out there? Anyone having the same problem?

FYI - I'm using Vista 64-bit.

[Peter_...@adobeforums.com]

Make sure your CS4 application is closed.

[Dan_Vo...@adobeforums.com]

As I mentioned in my original post, I did...

[DavidM...@adobeforums.com]

Same problem here. Photoshop is closed. I've tried installing from the version PS4 auto-downloads, as well as the one I downloaded from Adobe. Neither work. Everything is closed (browsers, AV, malware, etc.) and I've tried running it as admin and not as admin.

Photoshop CS4
Windows Vista 32-bit

Non-descript error message.

[Don_...@adobeforums.com]

Yes, I have the same issue, very frustrating!

Don

[John_E_L...@adobeforums.com]

Hi Don,

Same here, no success with Adobe updater or by downloading the zip file and updating from there.

Can't see any log files being produced either!

Another evening wasted.

Regards

John

[Chri...@adobeforums.com]

Sorry that folks are having problems with the updater. Some of our updater people are in the forum, getting details, responding where they can, and trying to reproduce/diagnose the problem -- so we can get you a fix as soon as possible.

[Jay_P...@adobeforums.com]

Dell Dimension 9100 Desktop with Windows Vista Ultimate 32-bit: Adobe Photoshop CS4 11.0.1 - Failed to install.

Dell Inspiron 9100 Laptop with Windows Vista Ultimate 32-bit: no problems.

Dell XPS M1210 Laptop with Windows Vista Business 32-bit: no problems.

I also tried isntalling as a different users as someone suggested on twitter and turing off UAC, but neither solved the problem.

[Jay_P...@adobeforums.com]

I seem to have figured out the problem that was affecting my ability to update my Dimension 9100 desktop.

I use AVG Free for Anti-Virus, and a little more than a month ago AVG had a bug that identified the Adobe installer as malware. AVG quaratined that file on my desktop PC but it did not on my laptops because I did not boot them on that particular day.

I could not restore the installer file for some reason, so I just reinstalled Photoshop CS4 from the DVD, and then ran the Adobe updater. All the updates installed without any problems.

Thanks,
Jay

[John Joslin]

Good sleuthing Jay. Maybe that will help a couple of others avoid the problem.

[Lawrenc...@adobeforums.com]

Installers are probably one of the biggest pains in the ass a software writer encounters.

[dave_...@adobeforums.com]

larry, check your usa dot net mail...

[Dan_Vo...@adobeforums.com]

Jay - Thank you. That worked. I opened the AVG virus vault and restored the installer file that was in there, and then added the following directory to the AVG exclude list...

c:\program files (x86)\Common Files\Adobe\Installers\

Update applied perfect.

Thanks again, everyone!

[Christian_A...@adobeforums.com]

Regarding Dan's post,
Sadly this did not work for me. I am also running AVG, but there is no entry regarding any Adobe product in my virus vault.

Dan:
How did you add the path, not a file, to the exclude list? Thanks.

[Dan_Vo...@adobeforums.com]

In the main program window, go to the TOOLS menu and click the plus sign in front of RESIDENT SHIELD and then click on EXCEPTIONS

use the add path button and navigate to that path to add it.

Note that if you are on a 32-bit system, there is no (x86) after program files - 64-bit OS's use two program file directories, 32-bit systems only use one.

Since there is no file in your virus vault, my guess is AVG deleted it instead of just quarentening it. If so, you'll probably have to uninstall CS4 and then reinstall to restore the installer file properly. You can try the repair option first - that might do it...

[John_E_L...@adobeforums.com]

Hi Jay,

Thanks for the tip.

AVG had the installer captured in the virus vault.

Restored the installer and update 11.01 was successful.

Thanks again

John

[Christian_A...@adobeforums.com]

Another update on my end:

I have now uninstalled AVG, rebooted and tried updating without any AntiVirus software at all. Still no go. I guess I should try reparing/reinstalling Photoshop next.

[DavidM...@adobeforums.com]

Christian: If AVG already removed that file from Photoshop's folder, you'll need to either restore it from where it moved the file to ... or reinstall Photoshop to recover that file. Then the update may work. Restoring the file worked on my desktop. I need to try the same on my laptop, but I expect this was the problem.

[John_...@adobeforums.com]

Jay - Many thanks for the AVG post. There was nothing in the virus vault so I had to reinstall. After that all worked perfectly. Thanks again.

John

[Don_...@adobeforums.com]

I found the Adobe installer file in the AVG 8 Free virus vault, restored the file and proceeded to update Photoshop to 11.0.1 without incident. Thanks for the information!

Don

[Christian_A...@adobeforums.com]

I ended up fixing my problem by uninstalling everything. Seems that was the only way around the upgrade problem on my part.

Thanks for all the suggestions, great work. :)