Saurav Bhatia

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  1. 1 vote
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    Saurav Bhatia commented  · 

    Hi Holger,

    Could you please share the logs using the log collector tool https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html

    Thanks

  2. 4 votes
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    Saurav Bhatia commented  · 

    Martjin,

    Please share the content of your sudoers file @ /private/etc/sudoers

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    Saurav Bhatia commented  · 

    Hi Martijn,

    Permission of sudoers file seems correct, we are investigating it still. Will update the thread as soon as we have info.
    Could you please share the version of your creative cloud app, you are facing issue with?

    @JohnAllen, logs shared by you suggests that you didn't install Acrobat via Creative Cloud, you installed it via standalone installer. Could you please try a fresh install via Creative Cloud and share log with us. Make sure the machine is clean (no acrobat exist on your system) . Also could you please share the version of creative cloud app used ?

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    Saurav Bhatia commented  · 

    Hi Martijn Meindersma,

    After going through your logs, It seems your sudoers file is in corrupt state(may be the permission of the sudoer file is modified), hence installer is not able find a valid sudo source to run the scripts.

    sudoers file is kept at @ /etc/sudoers .

    Please to run command >>
    1. ls -l /private/etc/sudoers

    2. ls -l /Library/Application\ Support/Adobe/SLCache

    And share the permissions screenshot for both.

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    Saurav Bhatia commented  · 

    Hi Martijn Meindersma,

    I am not able to see your log file, not sure if you forgot to attach or any other issue occurred, could you please place them on a cloud, g-drive, dropbox etc and share the url.

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    Saurav Bhatia commented  · 

    Hi,

    Request you to collect logs and share with us so that we can investigate the issue further.

    Download the log collector tool for mac from:

    https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html

    Run the dmg, collect the logs and attach the log .zxp file.

  3. 2 votes
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    Saurav Bhatia commented  · 

    Hi Stuart,

    Could you please provide us the install log from the below mentioned path:

    /private/var/log/install.log

    We believe that while Acrobat was updating in the background, OS started its update which resulted in corrupting the acrobat binaries may be by hard stopping the acrobat update.

    Regards,
    Saurav Bhatia

  4. 3 votes
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    Saurav Bhatia commented  · 

    Thanks Tom for the feedback, this is planned in the near future and we are already working on this.

  5. 1 vote
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    Saurav Bhatia commented  · 

    Hi Ravi,

    We apologies for the issue you faced. Could you please provide the below information so that we can work on the issue:

    1. Did you upgrade to Mojave while acrobat was installed
    2. Was Acrobat working on the previous OS version
    3. What is the version of Acrobat your facing issue with
    4. Did you try reinstalling acrobat affresh, if yes, can you please share the install log from
    /private/var/log/install.log

    Regards,
    Saurav Bhatia

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