Fix common installation issues with Creative Cloud app extensions or plugins

-1

Unknown Error

The file system errors are usually permission errors or are related to disk space. Free some space on the disk. Then, relaunch the Creative Cloud desktop app and try installing the extension or plugin again.

If this doesn't work, quit the Creative Cloud desktop app and the installed app. Then try installing the extension or plugin again.

-3

Extraction failure

Error -3 indicates that the compressed plugin file is corrupt, is missing one of the plugin files, or has run out of disk space.

Free some space on the disk. Quit the Creative Cloud desktop app and the installed app. Relaunch the Creative Cloud desktop app and try installing the extension or plugin again.

-4

Manifest Parse failure

Quit the Creative Cloud desktop app and the installed app. Then, relaunch the Creative Cloud desktop app and try installing the extension or plugin again.

-5

Internal parsing failure

Quit the Creative Cloud desktop app and the installed app. Then, relaunch the Creative Cloud desktop app and try installing the extension or plugin again.

-6

Plugin not compatible

Error code -6 indicates that the downloaded plugin is not compatible with any of the installed apps. An extension or plugin installed on Adobe Exchange does not get added to your Creative Cloud app if the app version is not compatible with the extension. Similarly, if you update your app and it is no longer compatible with the extension or plugin, it won't appear in the app. 

Install a compatible app, and quit the Creative Cloud desktop app and the installed app. Then, relaunch the Creative Cloud desktop app and try installing the extension or plugin again.

If the above solution doesn't work, try the solutions on this page in the given order. 

-7

Download failure

First, make sure that you are connected to the Internet. Then, check to see that you are signed in to the Adobe Exchange website and the Creative Cloud desktop app with the same account. 

-8

No Internet connection

Check the Internet connection, and quit the Creative Cloud desktop app and the installed app. Then, relaunch the Creative Cloud desktop app and try installing the extension or plugin again.

-10

Invalid extension

Quit the Creative Cloud desktop app and the installed app. Then, relaunch the Creative Cloud desktop app and try installing the extension or plugin again.

-11

Database update failure

Quit the Creative Cloud desktop app and the installed app. Then, relaunch the Creative Cloud desktop app and try installing the extension or plugin again.

Task canceled

The application is running but not responsive

This error occurs for UXP hybrid plugins which require a portion of the plugin’s code to be signed with a valid developer certificate.

Request the developer to update the plugin as per the packaging guidelines and try installing the plugin again once the updates are available.

This error occurs only on macOS Catalina and later versions. 

To fix this issue, go to System Settings > Privacy & Security > Full Disk Access. Select the (+) icon and then add the following apps, if not already present:

• Creative Cloud desktop app: /Applications/Adobe Creative Cloud
• Adobe Desktop Service: /Library/Application Support/Adobe/Adobe Desktop Common/ADS

Use the toggle next to these apps to allow Full Disk Access for them. Then, relaunch the Creative Cloud desktop app and try installing the extension or plugin again.

• Make sure that both Adobe Exchange and Creative Cloud have the same user accounts. Sign in with the same credentials on both the Adobe Exchange website and the Creative Cloud desktop app.
• Open the Creative Cloud desktop app and select Help > Check for updates to refresh your plugin entitlements.
• Make sure you are connected to the Internet.

This error occurs when you haven't entered your account credentials on being prompted.

Try to install the plugin or extension again and enter your credentials when prompted. 

This error occurs only on macOS Catalina and later versions. 

To fix this issue, go to System Settings > Privacy & Security > Full Disk Access. Select the (+) icon and then add the following apps, if not already present:

• Creative Cloud desktop app: /Applications/Adobe Creative Cloud
• Adobe Desktop Service: /Library/Application Support/Adobe/Adobe Desktop Common/ADS

Use the toggle next to these apps to allow Full Disk Access for them. Then, relaunch the Creative Cloud desktop app and try installing the extension or plugin again.

This error occurs if you do not have administrator access to install applications on your computer, or if you select No or Cancel when prompted to enter an administrator password. To fix this error, you need to enter the administrator password if it is requested during installation.
 

Try to install the extension or plugin again. Go to Stock & Marketplace in the Creative Cloud desktop app. Find the extension, and if it is installed, select Uninstall. Wait for two minutes for the removal to complete, then select Install. Select the notification message when it appears. Enter your administrator password if prompted, and select Yes in the notification dialog.
 

(Windows only) If the issue persists, open the Task Manager and go to the Details tab. Select the process AdobeExtensionsService.exe, and then select End task. Once the background process closes, try to install the plugin again.

The UXP Hybrid plugin you are trying to install is not supported by the installed Creative Cloud application.

Install the compatible version, and quit the Creative Cloud desktop app and the installed apps. Then, relaunch the Creative Cloud desktop app and try installing the extension or plugin again.

Case 1: The Add-on requires the relevant Creative Cloud apps to be closed to complete the installation/update. 

Case 2: The Add-on requires its compatible Adobe application to be closed to complete the installation/update.

An extension or plugin installed on Adobe Exchange does not get added to your Creative Cloud app if the app version is not compatible with the extension or plugin. Similarly, if you update your app and it is no longer compatible with the extension or plugin, they won't appear in the app.

Install at least one compatible Creative Cloud application that supports this extension (plugin or add-on), and then try installing the extension or plugin again. 

An extension or plugin installed on Adobe Exchange does not get added to your Creative Cloud app if the app version is not compatible with the extension or plugin. Similarly, if you update your app and it is no longer compatible with the extension or plugin, they won't appear in the app.

Install at least one compatible Creative Cloud application that supports this extension (plugin or add-on), and then try installing the extension or plugin again. 

This error may occur when either the plugin installation is tied with administrator privileges, or when you are signed out of the Creative Cloud desktop app. To fix this error:

1. Sign in to the Creative Cloud desktop app. 
2. Then try installing the extension or plugin again without administrator privileges.

1. Install the Creative Cloud desktop app, and sign in to your account.
2. Then try installing the extension or plugin again without administrator privileges.