Adobe CC 2019 update now gives "Pallette Extension cannot be installed" error
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I've just accepted the updates to Adobe Creative Cloud products that were suggested by Creative Cloud and update all products to Adobe Premiere Pro 2019.
When I start the Pallette App I now get a Dialog saying the Pallette Extension could not be installed.
I have gone into Premiere Pro and added the Pallette Gear as a control surface as suggested when I did a search on this issue but the extension is still not being installed and I am still getting this error.
Has anybody successfully upgraded without breaking Pallette? Does anyone know how to fix the issue or do we have to wait for an updated version of the Pallette App?
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Official comment
This is now fixed as of PaletteApp 2.5.1.
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Please note:
If the error message is still displayed on PaletteApp 2.5.1 or later, it’s most likely due to having Extension Manager CS6 installed alongside the CC 2019 apps. The false error message is generated on the Adobe side and simply reported by PaletteApp—in other words, please don’t shoot the messenger :)
Please contact us via support@palettegear.com if you’re still seeing this message and we’ll be happy to help; I don’t have a universal fix to post publicly since this issue is specific to a small handful of installs.
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EDIT: The "Adobe Extension cannot be installed" message is displayed in error.
Your Adobe integrations should continue to work once you dismiss the notification. If that is not the case, please first follow these instructions, and then contact support@palettegear.com if you're unsuccessful.
We'll have a fix for the false warning in the next PaletteApp update.
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There's an updated version of PaletteApp coming soon that will prevent this from happening in the first place. If you're affected, however, I have a fix. It simply involves a manual update of the Adobe Extension.
Ian, Gregory—I'm emailing you both privately to send you update instructions. For anyone else affected, please select "Submit a Request" from the top right or email support@palettegear.com -
Understood. For transparency's sake, let me tell you why this isn't simply being posted publicly. I can appreciate the frustration there.
The fix we're providing is a modified version of the Adobe Extension along with steps to install it. That Adobe Extension isn't something we're able to post publicly.
As of the upcoming PaletteApp update, this will be fixed without any manual intervention necessary. We're providing the fix mentioned here simply as a temporary measure for anyone who updated to CC 2019 right away.
Regardless, @rkmaerial: I just sent you the fix.
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Thanks. I understand where you all are coming from., Installed fix and even see the Palette Extension installed successfully message. How long before an official update comes out. Also I noticed even tho the files says 64 bit it installs in Program Files X86 which is 32 bit. Not a deal breaker just FYI.
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Ian, sorry to hear that. Here's how to uninstall manually and start a fresh install:
1. Follow these steps to back up your profiles and clear off all temp files from PaletteApp. It's usually a problem here that prevents you from updating.2. Manually delete PaletteApp's Program Files/Applications folders.
- On Windows: C:\Program Files (x86)\Palette 2 and/or C:\Program Files (x86)\PaletteApp
- On MacOS: /Applications/Palette 2 and/or /Applications/PaletteApp
3. Re-install fresh from palettegear.com/start
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Thanks Andy. I am running WIndows 10 and followed the steps above. The program installed and tells me it is version 2.5.1 and no updates are available.
However it still issues a warning for every Adobe program, which I really hoped would have been fixed by now.
The controls work but every time I start the Pallete app I have to close the warning that says "Adobe extension could not be installed. Please install Adobe <name of 2019 version of CC program that is already installed>" -
A quick update as I owe you all an answer as to why this error is persisting for a few people:
If the error message is still displayed on PaletteApp 2.5.1 or later, it’s most likely due to having Extension Manager CS6 installed alongside the CC 2019 apps. The false error message is generated on the Adobe side and simply reported by PaletteApp—in other words, please don’t shoot the messenger :)
Please contact us via support@palettegear.com if you’re still seeing this message and we’ll be happy to help; I don’t have a universal fix to post publicly since this issue is specific to a small handful of installs.
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