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CMA 5.2.5.35726 for Mac OS X install fails due to "Adobe AIR not installed" error

Tom1357
Occasional Contributor

CMA 5.2.5.35726 for Mac OS X install fails due to "Adobe AIR not installed" error

Hi,

 

I try to install CMA Desktop 5.2.5.35726 on OS X 10.9 and keep failing as the installer does not recognize the already installed Adobe AIR.

I downloaded AIR (from the link in the installer), installed it, pressed "Continue" in the CMA installer - still the dialog "Adobe AIR Runtime version 2.0 or later must be installed before the installatin can continue ..." re-appears.

 

I tried

a/ re-install AIR: Air says: this version is already installed

b/ log file: I can see Air update checks resulting in: newest version installed

c/ uninstall AIR - reinstall - same result

d/ tried to bypass the AIR version linked in the installer and went to Adobe directly to download air - same result

e/ yes, I rebooted many times ...

 

Any idea or does CMA 5.2.5 simply not work on OS X 10.9? The readme does not tell me anything regarding 10.9

 

Thanks,

Tom

8 REPLIES 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: CMA 5.2.5.35726 for Mac OS X install fails due to "Adobe AIR not installed" error

Hello Tom,

welcome to the Polycom Community.

Please contact your Polycom reseller or Polycom support directly as they should be able to provide you with a Hot Fix or a Work around.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 9
jpj109
Occasional Visitor

Re: CMA 5.2.5.35726 for Mac OS X install fails due to "Adobe AIR not installed" error

I have experienced the exact same problem, right after upgrading Adobe Air from v4 -> v13, and trying to reinstall the same version of Polycom I already had installed, v5.2.5.35726. Also am on on MacOSX 10.8

 

Is there a chance this is caused by Adobe changing the Air versions so significantly, and the Polycom app isn't accounting for it?

 

Message 3 of 9
dpiedrabuena
Occasional Visitor

Re: CMA 5.2.5.35726 for Mac OS X install fails due to "Adobe AIR not installed" error

Same problem on macbook AIR 13' 2014 with MacOS 10.9.2

 

Where is the solution?

Thanks.

Message 4 of 9
SteffenBaierUK
Polycom Employee & Community Manager

Re: CMA 5.2.5.35726 for Mac OS X install fails due to "Adobe AIR not installed" error

Hello dpiedrabuena,

welcome to the Polycom Community.

I had already replied here:

 


@SteffenBaierUK wrote:

Hello Tom,

welcome to the Polycom Community.

Please contact your Polycom reseller or Polycom support directly as they should be able to provide you with a Hot Fix or a Work around.


The answer is still the same, please contact Polycom support.


Best Regards

Steffen Baier

Polycom Global Services

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 5 of 9
joel.jonsson@turner.com
Occasional Visitor

Re: CMA 5.2.5.35726 for Mac OS X install fails due to "Adobe AIR not installed" error

Im getting the same error/problem but i use Windows 7 - 64 bit. Any ideas? I've tried to contact the support but they couldn't help me.

 

 

Message 6 of 9
SteffenBaierUK
Polycom Employee & Community Manager

Re: CMA 5.2.5.35726 for Mac OS X install fails due to "Adobe AIR not installed" error

Hello Joel,

welcome to the Polycom Community.

  • For Windows related CMAD Adobe Air issues please quote VIDESC-12020

  • For Apple MAC related CMAD Adobe Air issues please quote VIDESC-12237 

We require to track this internally and therefore you must contact Support.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 7 of 9
TimW
Occasional Visitor

Re: CMA 5.2.5.35726 for Mac OS X install fails due to "Adobe AIR not installed" error

You can get around this problem by installing an older version of Air. After encountering this problem, back rev'd to Adobie AIR 2.02 and CMAD installs. 

Message 8 of 9
SteffenBaierUK
Polycom Employee & Community Manager

Re: CMA 5.2.5.35726 for Mac OS X install fails due to "Adobe AIR not installed" error

Hello all,

 

please note that we have released CMA 5.2.6 and m100 with a fix for this issue.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 9 of 9