Illustrator "Application Launch Failure" after GoLive update.

[Ken_McGlothlen@adobeforums.com]

I installed the GoLive CS 7.0.1 update today, and Illustrator CS no longer works. When attempting to launch Illustrator, I get a panel that says:

Application Launch Failure

The application "Illustrator" could not be launched because of a shared library error: "4<Illustrator><AWSCommonUI.dll><WebAccessUtils.dl l><>"

Any ideas on how to fix this?

Yes, I've tried reinstalling from the Creative Suite. It didn't work.

In fact, now that I'm really looking at the disks, the Installer 1 disk is labeled "Adobe Creative Suite Macintosh", Installer 2 is labeled "Adobe Creative Suite Premium Macintosh", Resources and Extras is labeled "Adobe Creative Suite Standard", and then I have a Resources and Extras Disk 1 which is labeled "Adobe Creative Suite Premium". (I also have the Video Workshop Training disk, which is labeled "Adobe Creative Suite".)

Is everyone else's CS diskset like this, or is this a screw up? (I paid for the Premium version.) If the latter, it could explain some of the odd anomalies (Illustrator CS never had an application icon, for example---it uses the generic one supplied by OS X.)

[Wade_Zimmerman@adobeforums.com]

You're OK that's the way it comes I installed the update as well and have no problem, I would think that you might want trash your preferences and then repair the permissions then try launching AI CS. I think you will find you are OK. Remember before reinstalling always trash the old preferences.

[Ken_McGlothlen@adobeforums.com]

Okay, I just deleted all the old preference files across the entire CS suite. Now I'm repairing disk permissions.

Well, there were a lot of permissions to repair, but most of them were in /Library/Printers.

Okay. Done. Launch AI CS, and . . . the same error.

I could try trashing the preferences again, and reinstalling again, but this appears to be a problem outside that cycle. Perhaps the GoLive update affected a library that Illustrator uses? But no, other people appear to have installed the GoLive 7.0.1 update and are using Illustrator just fine.

Of course, this would have to happen under a Monday morning deadline. :)

[Wade_Zimmerman@adobeforums.com]

Perhaps your time settings got messed up you didn't perhaps move the location of the AI CS folder I mean after you installed it?

Someone was using Net Info also to relocate their user folder that also doesn't appear to be something AI CS likes just think about the things you have done to customize your allocations of space on your computer and you just might find the answer.

Was anything running when you updated?

[Ken_McGlothlen@adobeforums.com]

Time settings? They appear to be fine.

And no, I didn't move the location of or rename the AI folder (or any other application folders) at any point.

In fact, I've done little customization aside from adjusting System Preferences. No third-party add-ons, no haxies, nothing like that.

No Adobe applications were running when I ran the GoLive update.

Next question?

[Wade_Zimmerman@adobeforums.com]

The time settings can look perfectly fine try changing the time zone and or the city and then change them back. Even if the time settings look fine.

Your adjustments to the preference where?

Anyway after installing software it is often wise to repair the permissions. Trash the preferences for AI first.

[Ken_McGlothlen@adobeforums.com]

As I said in message #2 of this thread, I repaired the permissions after deleting the preferences for AI, to no avail.

While I don't see the sense in it, I changed the time zone and then changed it back. I don't know that you really want me to detail precisely which System Preferences I changed, but I changed stuff in Appearance, Desktop & Screen Saver, Dock . . . I mean, I didn't do anything really strange here. AI was working before, with exactly these same preferences. What should I be looking for here?

Just to be clear, I'll trash AI's preferences again (actually, there's nothing to trash, since AI hasn't successfully started up since the GoLive update) and try the permissions repair again.

And permissions have now been repaired---in fact, it found no discrepancies.

And AI bombs on launch with precisely the same error as before.

[Wade_Zimmerman@adobeforums.com]

Well something became corrupt you can try this before reinstalling and trashing the AI CS preferences again.

Create a new user account log into that user account and see if you can launch AI if so you have a corruption in the old account. But it does not sound that way so I think you have to reinstall either AI CS or both applications

[Ken_McGlothlen@adobeforums.com]

In the very first message I mentioned that I'd already tried a full reinstall of CS (after trashing all preference files).

I just created a new user account, and tried launching AI from there. Not surprisingly, I come up with exactly the same error message.

Doesn't anyone else think that perhaps this problem might have something to do with the error message? That "WebAccessUtils.dll" thing catches my eye, and leads me to think that indeed, there may be a connection between GoLive and Illustrator in this area, in that they might use a common library.

In any case, I'm pretty sure where this support thread is leading: Trash my entire system, reinstall from the ground up, and see if that solves my problem, maybe perhaps. (And of course, it will probably instantly reappear once I install the GoLive update.)

(On a side note, you'd think a $1500 software product would have better support than volunteers with stock guesses ("trash preferences," "reinstall," "corrupt font," etc.) rather than actually giving me the ability to figure out precisely what the problem is. Stock guesses are nice, but they don't always work, and when support devolves into shrugged shoulders, it can be a little frustrating. I gave up on my Monday deadline and got the job accomplished with a combination of Photoshop, InDesign and OmniGraffle, but it's not a nice solution, and I'd still like to be able to use what I bought. But I can't, and I don't know why, and Adobe wants to charge me extra for any real support. Argh. I love the fact that there are volunteers willing to answer questions, but I wish they were properly armed---by Adobe---with in-depth reference manuals and better documentation. And better yet, back communications channels to people in the know. I'm not trying to poop on the party here, or on anyone in particular---I just think Adobe's support system could be a little less money-driven and a bit more helpful to all involved.)

[Wade_Zimmerman@adobeforums.com]

Hmmm!

[Ken_McGlothlen@adobeforums.com]

In lieu of any other productive advice, I guess that's what I'll wind up doing today. I'll document the steps here.

For the record, I'm running Mac OS X 10.3.2 on a dual 2GHz G5.



* I've quit all Adobe applications at this point; the only things I have running are Finder and OmniWeb.

* Delete /Library/Application Support/Adobe

* Delete /Library/Preferences/com.adobe.versioncue.plist

* Delete /Library/ScriptingAdditions/Adobe Unit Types

* Delete /Library/StartupItems/AdobeVersionCue/

* Delete ~/Library/Acrobat User Data/

* Delete ~/Library/Application Support/Adobe/

* Delete ~/Library/Caches/Acrobat/

* Delete ~/Library/Caches/Adobe/

* Delete ~/Library/Preferences/Acrobat/

* Delete ~/Library/Preferences/Adobe/

* Delete ~/Library/Preferences/Adobe GoLive 7.0 Prefs

* Delete ~/Library/Preferences/Adobe InDesign/

* Delete ~/Library/Preferences/Adobe Photoshop 8.0 Paths

* Delete ~/Library/Preferences/Adobe Photoshop CS Settings/

* Delete ~/Library/Preferences/Adobe Save For Web 8.0 Prefs

* Delete ~/Library/Preferences/AdobeUM/

* Delete ~/Library/Preferences/com.adobe.GoLive.plist

* Delete ~/Library/Preferences/com.adobe.InDesign.plist

* Delete ~/Library/Preferences/com.adobe.Photoshop.plist

* Delete ~/Library/Preferences/com.adobe.Reader6.0.plist

* Delete ~/Library/Receipts/com.adobe.Reader/

* Delete /Applications/Acrobat 6.0 Professional/

* Delete /Applications/Adobe GoLive CS/

* Delete /Applications/Adobe Illustrator CS/

* Delete /Applications/Adobe InDesign CS/

* Delete /Applications/Adobe Photoshop CS/

* Delete /Applications/Adobe Reader 6.0.app

* Delete /Applications/Adobe Version Cue/



Next, I'm going to reboot the system. Just a moment.

[Wade_Zimmerman@adobeforums.com]

A corrupt font would make sense? A corrupt or conflicting software as well. A corrupt or conflicting preference?

All these things can happen in the course of using software. Are you knew to using computers? Because if you are not then you should be use to this it is getting better but this has always been a part of computing.