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Issues when Installing/Updating StudioCloud

Overview

Please follow these instructions if you are having any of the following issues

  • Issues installing StudioCloud
  • Issues updating StudioCloud
  • You received the following error message: "The application cannot be installed because the installer has been mis-configured.  Please contact the application author for assistance."
  • You received the following error message: "This application requires a version of Adobe AIR which is no longer supported. Please contact the application author for an updated version,"
  • You received the following error message: "The application could not be installed because the installer file is damaged. Try obtaining a new installer file from the application author."
  • You received the following error message: "The application cannot be installed due to a certificate problem.  The certificate does not match the installed application certificate, does not support application upgrades, or is invalid.  Please contact the application author."
  • You received the following error message: "Error #3219: The NativeProcess could not be started. 'launch path not accessible'."

Instructions if you are using Windows

Note: It has been brought to our attention that in some cases Windows update KB2918614 may be causing an issue installing or updating programs including StudioCloud.  Instructions on how to remove this update are available here.

  1. Verify that your computer meets Adobe Air system requirements: http://www.adobe.com/products/air/systemreqs/ 
  2. Verify that the date on your computer is correct. If it is off by a few months or more the installation will fail for security reasons.
    1. If your clock is off you will need to restart your computer after fixing your clock before StudioCloud can be successfully installed.
  3. Make sure that you have sufficient disk space on your computer to install the program.
  4. Download and install Adobe Air directly from Adobe's website by clicking here
  5. After Adobe Air has been installed download and install StudioCloud by clicking here
    1. Make sure to save the StudioCloud.air file to your computer rather then clicking on the "Open" button during install
    2. Make sure that the install file is located on your computer and not on a networked or shared drive
    3. If you have anti-virus software installed please temporarily turn off your anti-virus software before installing StudioCloud
      1. Please note, if you have a new computer it may come with anti-virus software that you do not know about.  This will probably need to be temporarily disabled.  In addition, some software programs will also install anti-virus software by default.  So please make sure that you disable any anti-virus software temporarily.
      2. You can use the instructions available http://www.wikihow.com/Disable-McAfee to temporarily disable McAfee anti-virus.  Please note, you must disable the Real-Time Scanning and not the Firewall.
    4. If you have McAfee security software installed you will need to do the following:
      1. Right click on the StudioCloud.air file and then click on Properties
      2. Click the "UnBlock" button
      3. Click the "Ok" button
      4. Restart your computer
    5. In some rare cases when StudioCloud has been uninstalled or removed from your Windows computer the folder will be left behind and this can cause an error when trying to reinstall. If the program is currently not installed on your computer and you are getting an error when you try to install then please check to make sure that the StudioCloud 3.0 folder does not exist does not exist in C:\Program Files or C:\Program Files (x86). If it does exist, then we recommend renaming it and then try reinstalling the StudioCloud program.
  6. If the above steps do not resolve the issue do these steps
    1. Uninstall StudioCloud
      1. Click here for instructions on how to uninstall StudioCloud on windows
    1. Uninstall Adobe Air
      1. Refer to the following tutorial on how to uninstall adobe air on windows. 
        1. https://helpx.adobe.com/air/kb/troubleshoot-air-installation-windows.html
    2. Reinstall Adobe Air and StudioCloud as described in steps 4 and 5

Instructions if you are using Mac

  1. Verify that your computer meets Adobe Air system requirements: http://www.adobe.com/products/air/systemreqs/ 
    1. If you are currently on Mac OS X 10.7.2 please update to Mac OS X 10.7.3 as there was an issue with some Mac computers on 10.7.2
  2. Verify that the date on your computer is correct. If it is off by a few months or more the installation will fail for security reasons.
    1. If your clock is off you will need to restart your computer after fixing your clock before StudioCloud can be successfully installed.
  3. Make sure that you have sufficient disk space on your computer to install the program.
  4. Download and install Adobe Air directly from Adobe's website by clicking here
  5. After Adobe Air has been installed download and install StudioCloud by clicking here
    1. Make sure to save the StudioCloud.air file to your computer rather then clicking on the "Open" button during install
    2. Make sure that the install file is located on your computer and not on a networked or shared drive
    3. If you are on a Mac Computer please unmount any StudioCloud volumes that you have mounted before installing the StudioCloud file.
  6. Use the instructions here to allow StudioCloud to be installed Allowing StudioCloud to be Installed on a Mac
  7. If the above steps do not resolve the issue do these steps
    1. Uninstall StudioCloud by going to the applications folder, dragging StudioCloud to the trash, and emptying the trash.
    1. Uninstall Adobe Air
      1. To uninstall Adobe air double-click the "Adobe AIR Uninstaller", which is located in the /Applications/Utilities folder.
    2. Reinstall Adobe Air and StudioCloud as described in steps 4 and 5