Aperture crashes after opening library, Aperture crashes after opening library

My Aperture 3.2.3 crashes after opening the Library. The problems arised after vieuwing the Aperture-library with APPLE TV.
I updated the software already, but no result. Is my library corrupt?
How can I solve my problem?

I did not install any multi-media software recently. Importing pics is almost daily work.
The library is not situated on an external volume.
here is copied the crash log:
Process:         Aperture [60241]
Path:            /Applications/Aperture.app/Contents/MacOS/Aperture
Identifier:      com.apple.Aperture
Version:         3.2.3 (3.2.3)
Build Info:      Aperture-203040000000000~3
Code Type:       X86-64 (Native)
Parent Process:  launchd [285]
Date/Time:       2012-04-24 15:53:35.213 +0200
OS Version:      Mac OS X 10.7.3 (11D50)
Report Version:  9
Interval Since Last Report:          372901 sec
Crashes Since Last Report:           29
Per-App Interval Since Last Report:  290537 sec
Per-App Crashes Since Last Report:   27
Anonymous UUID:                      4656D2C7-8AE5-40AB-82F3-90B9A1BE1F52
Crashed Thread:  0  Dispatch queue: com.apple.main-thread
Exception Type:  EXC_CRASH (SIGABRT)
Exception Codes: 0x0000000000000000, 0x0000000000000000
Application Specific Information:
*** Terminating app due to uncaught exception 'NSInvalidUnarchiveOperationException', reason: '*** -[NSKeyedUnarchiver _decodePropertyListForKey:]: data is corrupt or object is too large to decode'
*** First throw call stack:
          0   CoreFoundation                      0x00007fff8e268fc6 __exceptionPreprocess + 198
          1   libobjc.A.dylib                     0x00007fff97d71d5e objc_exception_throw + 43
          2   CoreFoundation                      0x00007fff8e268dfa +[NSException raise:format:arguments:] + 106
          3   CoreFoundation                      0x00007fff8e268d84 +[NSException raise:format:] + 116
          4   Foundation                          0x00007fff8f45bdf5 -[NSKeyedUnarchiver _decodePropertyListForKey:] + 392
          5   Foundation                          0x00007fff8f45bc26 -[NSString initWithCoder:] + 265
          6   Foundation                          0x00007fff8f45b7bb _decodeObjectBinary + 2860
          7   Foundation                          0x00007fff8f45c99a -[NSKeyedUnarchiver _decodeArrayOfObjectsForKey:] + 1193
          8   Foundation                          0x00007fff8f434c2e -[NSDictionary(NSDictionary) initWithCoder:] + 703
          9   Foundation                          0x00007fff8f45b7bb _decodeObjectBinary + 2860
          10  Foundation                          0x00007fff8f45c99a -[NSKeyedUnarchiver _decodeArrayOfObjectsForKey:] + 1193
          11  Foundation                          0x00007fff8f433480 -[NSArray(NSArray) initWithCoder:] + 486
          12  Foundation                          0x00007fff8f45b7bb _decodeObjectBinary + 2860
          13  Foundation                          0x00007fff8f45c99a -[NSKeyedUnarchiver _decodeArrayOfObjectsForKey:] + 1193
          14  Foundation                          0x00007fff8f434c2e -[NSDictionary(NSDictionary) initWithCoder:] + 703
          15  Foundation                          0x00007fff8f45b7bb _decodeObjectBinary + 2860
          16  Foundation                          0x00007fff8f45c99a -[NSKeyedUnarchiver _decodeArrayOfObjectsForKey:] + 1193
          17  Foundation                          0x00007fff8f434c2e -[NSDictionary(NSDictionary) initWithCoder:] + 703
          18  Foundation                          0x00007fff8f45b7bb _decodeObjectBinary + 2860
          19  Foundation                          0x00007fff8f45aad6 _decodeObject + 201
          20  Foundation                          0x00007fff8f49effa +[NSKeyedUnarchiver unarchiveObjectWithData:] + 95
          21  Aperture                            0x00000001004cff08 Aperture + 5046024
          22  Aperture                            0x00000001005148ed Aperture + 5327085
          23  Aperture                            0x000000010051562d Aperture + 5330477
          24  Aperture                            0x00000001005155d1 Aperture + 5330385
          25  Aperture                            0x00000001004ca7d6 Aperture + 5023702
          26  Aperture                            0x00000001004cc72d Aperture + 5031725
          27  Aperture                            0x00000001004cbceb Aperture + 5029099
          28  libdispatch.dylib                   0x00007fff908c38ba _dispatch_call_block_and_release + 18
          29  libdispatch.dylib                   0x00007fff908c572a _dispatch_main_queue_callback_4CF + 308
          30  CoreFoundation                      0x00007fff8e1fe06c __CFRunLoopRun + 1724
          31  CoreFoundation                      0x00007fff8e1fd676 CFRunLoopRunSpecific + 230
          32  HIToolbox                           0x00007fff8cb8731f RunCurrentEventLoopInMode + 277
          33  HIToolbox                           0x00007fff8cb8e5c9 ReceiveNextEventCommon + 355
          34  HIToolbox                           0x00007fff8cb8e456 BlockUntilNextEventMatchingListInMode + 62
          35  AppKit                              0x00007fff8d5c8f5d _DPSNextEvent + 659
          36  AppKit                              0x00007fff8d5c8861 -[NSApplication nextEventMatchingMask:untilDate:inMode:dequeue:] + 135
          37  Aperture                            0x00000001004b591b Aperture + 4938011
          38  AppKit                              0x00007fff8d5c519d -[NSApplication run] + 470
          39  ProKit                              0x00000001013893a6 NSProApplicationMain + 387
          40  Aperture                            0x000000010000ffbe Aperture + 65470
          41  Aperture                            0x000000010000f904 Aperture + 63748

Similar Messages

  • I am unable to open my Aperture library after my computer crash!!

    I get the following error meassage after my computer crashed and now unable to open Aperture library. Do not have any of my photos backed up as yet!!!
    "There was an error opening the database for the library “/Volumes/My Passport for Mac/Aperture Library.aplibrary”.

    The Crash may have prevented Aperture from closing the Library properly.
    Make a backup copy of your Aperture library, before you proceed.
    Then try to repair the library using the "Library First Aid Tools":
    Aperture 3 User Manual: Repairing and Rebuilding Your Aperture Library
    Locate the Aperture library on your My Passport drive, then hold down the Command and Option keys while double-clicking the Aperture library.
    Select Repair Database from the First Aid panel.
    If that does not help, repeat, but select "Rebuild database".
    If you still have prolems, post back and explain, what happened before Aperture crashed.
    Regards
    Léonie

  • Aperture 3 won't recognize Aperture 2 library after HD crash.

    I have a MacBookPro 17 inch, purchased last year. My HD was showing some signs of slowing down, so I attempted to install Snow Leopard to see if that would speed things up. My computer crashed on installation (maybe dead RAM or HD?). I had already backed my Aperture 2 library from my MacBook Pro onto a portable Hard Drive.
    I also have a Quad Core Intel MacPro with Snow Leopard and Aperture 3 installed. When I tried to recover my Aperture 2 library from the portable HD, Aperture 3 doesn't recognize it. I have tried to change the library from over to the Aperture 2 library multiple times and it isn't even reading that there is an Aperture Library present.
    Any suggestions would be appreciated. One thought that I had was to remove Aperture 3, Install Aperture 2 and see if I can recover my Aperture 2 Library. I would then re-install Aperture 3. However, this seems like a lot of work for something that should be relatively easy (i.e. Aperture 3 should read an Aperture 2 library).
    Thanks!

    Check this link and follow the steps listed here.
    let us know how you go
    Tony

  • I cannot open iphoto, this message occurs each attemptTo open this Aperture library in iPhoto, you need Aperture 3.3 or later. Click Update Aperture to buy the latest version of Aperture from the Mac App Store.  After installing the update, open your

    i do not have Apeture, nor do i want it, how can i access iphoto ?

    When did this problem first occur? Directly after you upgraded to Yosemite and iPhoto 9.6?  Or after a crash?
    If this happened directly after the upgrade, look into the iPhoto library package, but do not change anything there - be very careful.
    A healthy iPhoto Library should look like this, when you ctrl-click it in the Finder and use the commend "Show Package Contents".
    First of all - does the iPhoto Library show the correct "fan of Pictures" icon?
    Is there an additional folder "Old Masters" in addition to your folder "Masters"?
    When you select the file "Info.plist", does the preview show correctly iPhoto Library 9.6?
    <?xml version="1.0" encoding="UTF-8"?>
    <!DOCTYPE plist PUBLIC "-//Apple//DTD PLIST 1.0//EN" "http://www.apple.com/DTDs/PropertyList-1.0.dtd">
    <plist version="1.0">
    <dict>
      <key>CFBundleGetInfoString</key>
      <string>iPhoto Library 9.6</string>
      <key>CFBundleShortVersionString</key>
      <string>9.6</string>
    </dict>
    </plist>
    If it is not showing iPhoto but Aperture, try to trick iPhoto in opening the library by setting the File extension of the iPhoto Library to "photolibrary"
    But if you are seeing a folder "Old Masters" in your library, you are having a bad library corruption. Then look into that folder, if it contains any photos and post back.

  • My aperture library will not open after restoring my whole computer after a kernal panic.  I can not get the Aperture troubleshooting menu to open...any help?

    My aperture library will not open after restoring my whole computer after a kernal panic.  I can not get the Aperture troubleshooting menu to open...any help?

    Leonie,
    Fisrt let me thank you for your reply and assistance!  So here is the problem with so more detail...I was not sure I was going to get any replies ; )
    I restored from a time machine back up.
    History of Failure:
    I was trying to launch Aperture when the kernal panic occured.  My computer had been closed, and asleep and the battery was dead.  I plugged in charger and it was restoring/waking up after being asleep/shutting down from dead battery.  I launched Aperture from the dock and as soon as it opened the kernal panic occured.  After that the computer would not turn on.  It would try to boot then it would shut off.  I even tried to safe boot to no avail.  I went to the Apple store and they told me that the only thing I could do was restore whole computer from back up.  So thats what I did.
    Since then my previous aperture library: "2011" will not open.  I have created a new aperture library "2012", and it runs fine.  I have added new photos for about the past month...no problems. 
    When I launch aperture with 2012 library then try to switch libraries, I get the following prompt: "The selected library is from an older version of Aperture and requires a relaunch to switch."  I choose "Relaunch" and I get the following warning prompt: "There was an error opening the database for the library “~/Pictures/Aperture Library 20111.aplibrary”."  The only option is "Quit"
    Both libraries are version 3.2.3
    Computer stats: 3.06 GHz Core 2 Duo, 8 GB 1067 MHz DDR3 RAM, OS X 10.6.8
    I have tried to launch aperture troubleshooting by holding option+command from both the aperture icon and from the library file, neither will launch the troubleshooting feature.
    I am ok with computers, but not a whiz (mechanical engineer)...to me it seems as though there is a corrupt path or file or some sort of "check" that is failing, becuase the failure occurs so fast after trying to launch aperture. Maybe that doesn't make any sense but just a thought.
    I hope that you may be able to provide some insight.  Thank you again for you time and I hope that you have a nice day!
    Mike

  • Aperture is asking to upgrade library every time I open the application, even after it has already been upgraded.  I just ran the update and it is still not fixed.  What can I do???

    Aperture is asking to upgrade library every time I open the application, even after it has already been upgraded.  I just ran the update and it is still not fixed.  What can I do???  My plug are asking me to re-register them too.  This is annoying.  Please help!!!!!

    How do you try to start the repair dialogue? By starting Aperture or by opening the Library?
    If you not already have tried it with directly opening the library: 
    reveal your Aperture Library in the Finder
    Whilst holding down Command(⌘)- option (⌥) double click on the Aperture Library.
    Select "repair library" from the dialogue.
    What about Frank Caggiano's questions above?
    It would be really helpful to know, how many libraries you have, and if this problem is restricted to one of them.

  • Aperture 2.1.2 crashing constantly, will not allow me to move library/ create vaults

    Hi, I've searched for threads on this, but nothing came up with my particular situation. First, I'll state my specs
    iMac 24" (aluminum)
    3.06GHz Core2 Duo
    4GB RAM
    500GB HDD
    So, after much procrastinating, I decided this weekend that I would organize my photos better, and move my growing Aperture library off my internal drive in hopes of speeding up my recently lagging computer. I migrated from iPhoto to Aperture back in August of 2008 and have always been meaning to make a vault of all my old work and just store that offsite somewhere so I don't have to worry about the disk space or losing the files. But I never got around to it.
    So now my Aperture library is 35,000 photos large, and weighs in at 302GB.
    The first thing I tried to do (before I even knew Aperture was going to start crashing) was to move the Aperture Library file from its default location in the users/pictures folder to one of my external 1.5TB drives. However, the transfer would fail around 6GB in and say "some files could not be read or written." I tried several times to no avail.
    Giving up that route, I read around online and decided that I could just make a vault of my entire library on the external drive, then create a new library there, and restore from the vault.
    So I open Aperture to try and make a vault. It "unexpectedly quits" right when the interface loads. I tried again and got as far as naming the new vault, then it crashed again. Now it crashes even if I am trying to just view my images. I went on a short roadtrip with friends and got back last night, and it crashed halfway through the import of 400 images, but finished importing when I reopened it. I don't know if that's what started off the whole thing.
    Anyway, I noticed that I only had 4(!)GB of space left on my internal drive, so I did some quick cleaning and rearranging to external drives and freed up about 45GB of space. I figured that would give the app plenty of room to breathe.
    Nope. Still crashes.
    Rebooted several times, no help.
    Reset PRAM several times, nada.
    I am in real trouble here. I'm a photography student with three studio classes this quarter and I can't have this happening. I paid top dollar for this machine less than six months ago and now it's puttering along like it's 2 or 3 years old. When Aperture is open (when it would still work) the rest of the computer would just slow to a crawl. I have 4GB of RAM, why doesn't Aperture use more? I was reading that it would only use 1 or 2GB max. Why?
    But that part is not important.
    I need to get this fixed, so ANY help is GREATLY appreciated! I have the crash report saved from the last crash, so if anyone wants to see any part of it, let me know. It told me which thread caused the crash but it looked like generic usage stuff, nothing special (I was just trying to look at my trip photos).
    Thanks in advance,
    Screaming in Savannah
    (Chris)

    This is awkward. Right... I have used Aperture since it came out.
    In fact, after all these failures, you should try the rebuilding your library first.
    Hold down Option and Command when launching Aperture, though you couldn't back up your files... which was recommended by Apple before you rebuild it.
    It should correct and repair any broken links or permissions. See if it works.
    After, you can simply COPY and not MOVE the library to the external HD. Do you use Firewire? It's much better and reliable. After the library is copied, point Aperture to use the external HD in preference. Close and reopen, it should open the library from the external HD.
    The better bet is to make sure you are using an external HD with Firewire 800. I have some experience with USB2 drives when Aperture crashes a lot. It may seem some kind of bandwidth problem which I couldn't understand. It seems find with small jpg files but if you start importing RAW or do something with the RAW files, USB drives always fail.
    I have moved my library to an external drive since Aperture 2 as my library has grown beyond the internal capacity. My standard practice is now, after working the files, export them in TIFF or JPG, export the 'Project' with the RAW files to DVDs, remove from the library and re-import the JPGs back to keep the library size. Also I keep two faults in separate locations.
    I hope it works.
    J

  • Aperture 2.0 Library disappeared after conversion in Aperture 3.0

    Well, this is BAD. Converting the old Aperture 2 library in Aperture 3 and Aperture 3 crashed at the end of the process. After I restarted the program I got the message that there was no longer an aperture library. After checking in the finder I found that my whole library has actually disappeared from my system. What is the deal here? How come the library is completely gone, is there ANY way to get it back? And when I tried to start Aperture 2 again I got the message that the aperture library is a newer version and therefor cannot load. How come Aperture 2 seems to find a aperture library and aperture 3 can not? Is it maybe hidden from view in the finder or something? Any ideas?????
    Hope to hear from you soon, thanks
    Cheers Q!

    Alaninnorway wrote:
    Yes, I must agree. I have exactly the same problem. Come on Apple - do not invite us to 30 day free trial and give us this hassle for the weekend.
    Any help appreciated.
    The 30 day free trial cannot convert an Aperture 2 library.
    Using the trial you can can only import into a new Aperture 3 library, and should not have any of these conversion issues.
    We converted 6 workstations this weekend, specifically did not convert the imaging as that can be done in the future on an as-needed basis.
    All of the libraries reside on disks that are no more than 40% full, for performance reasons.
    The first library we converted was 500GB and at about 2.5 hours it froze at about 58%. I trashed the partial conversion and started over with a clean copy. This time, in Aperture 2 I did a Library rebuild before I converted. After this the conversion ran perfectly, in about 4 hours.
    I ended up with a new file called Aperture Library, and another file called Aperture Library_Original. I found that this is the way the conversion is designed if you have the diskspace for 2 full Libraries. If you do not, it will delete the original after the conversion.
    At any rate before converting run a rebuild in Aperture 2, and then make a backup of that library. You will then have a very clean original should anything happen in the conversion.
    I am happy to say we followed the rebuild and backup on the other 5 Libraries, ranging in size from 500GB to 1.2 TB, and all the other conversions went smoothly.
    The key is have plenty of diskspace available, more than double the size of your library, and Aperture will leave an Aperture Library_Original which can still be opened in A2.
    Sincerely,
    K.J. Doyle

  • After installing Lion, Aperture 3.1.3 no longer opens.  Do I need to reload Aperture 3.1.3?

    After installing Lion, Aperture 3.1.3 no longer opens.  Do I need to reload Aperture 3.1.3?

    Did you ever hear a solution to this problem? I just launched Aperture today and got the same problem - the applicatiion crashes after it launches.
    The only recent update I can think of is the lastest aperture raw updates. I am looking for solutions to this urgent problem.
    Here is the specific error I am receiving in the crash report:
    Dyld Error Message:
      Library not loaded: /Library/Frameworks/iLifeFaceRecognition.framework/Versions/A/iLifeFaceRecognit ion
      Referenced from: /Applications/Aperture.app/Contents/MacOS/Aperture
      Reason: image not found

  • After upgrading to Aperture 3.4 it doesn't open anymore.

    After upgrading to Aperture 3.4 it doesn't open anymore. Every listed suggestion in forums did not help.
    After repairing till 99% Aperture closed. It happened with all my libraries, small and great. All of them can be opened in iPhoto.
    After placing aperture.app to the trash can and putting it back to programs again, after a restart, I even couldn't find in preferences com.apple.aperture.plist file anymore. Apple please help!

    After placing aperture.app to the trash can and putting it back to programs again,
    How did you put it back to programs? The idea is to make a complete reinstall
    The problem is:
    There is a problem with the Aperture installer. In some cases the installation is not complete, if you update on top of a recent version.
    For most posters here (there must be 20 and more discussions by now) it helped to reinstall Aperture after removing the Application from the Applications Folder and the reinstalling again.
    If you installed Apperture initially from the boxed retail version, reinstall from the CD/DVD.
    If you installed from the AppStore, download again from the AppStore.
    If you unlocked the Trial or bought online previous to the AppStore, use the saved installer or download the Trial again.
    http://appldnld.apple.com.edgesuite.net/content.info.apple.com/Aperture/061-8328 .20101020.AprE3/ApertureTrial3.1.dmg
    Upgrade immediately after installing the previous version; you cannot open your current library with the previous version.
    Regards
    Léonie
    Just for the record:
    To remove the preferences:
    The Preferences are in your User Library, Preferences folder:
    The User Library is hidden by default. You can reveal it from the Finder's "GO" menu:
    Finder > Go,   then hold down the options ⌥ key, until the Library appears in the drop-down menu, select it and open the Library folder. Then go to the "Preferences" sub folder and remove the file
    your Home Folder/Library/Preferences/com.apple.Aperture.plist.
    But I'd try to reinstall first - removing the preferences will only be a temporary fix, and the crashing may occur again, if you do not fix the broken Aperture installation.

  • Aperture 3 library performance tip after upgrading

    This tip may be helpful for anyone experiencing slow project/album loading and beachballing even with no background processes running in aperture 3.
    I was having some major issues with performance in aperture 3 with all library/project/album and book loading operations. It was very odd because Adjustment performance is very good.
    All my imported aperture 2 books would beach ball for about 50 seconds to load, and then each page would take 10 seconds to load after clicking on it. In comparison my aperture 2 library was near instantaneous.
    After exporting the project as a separate library, rebuilding the library, repairing permissions, nothing was working.
    As a last ditch effort before opening up Shark - I decided to open up the library in the finder, and manually delete all of the original previews. I then opened up the library in aperture and manually updated all the previews by highlighting all the thumbnails and right clicking -> update previews.
    Once this process completed I quit aperture and restarted to see if I was still getting any slowdowns and the problem is now gone! Library loading and project switching operations are speedy as ever now, and the book navigation is faster than aperture 2 now.
    Hope this helps anyone with performance issues.

    Speak up if anyone has problems migrating because of previews or is successful in migrating without previews. I suspect this is my problem. I get to:
    Upgrading Library 7% complete (updating master metadata - 5,068 remaining)
    After restoring from a file vault with Aperture 2, I get to the same spot, with or without previews. Although this is a slightly different issue, I tried deleting previews within Aperture and reimporting. I got to the same exact spot as before. The computer becomes nearly unresponsive, and I have to force quit Aperture after hours of sitting at 5,068 remaining.

  • TS1702 any app I download from the app store doesn't open. after I finished downloading the app I tap it to open but it crashes as soon as i finish downloading it. yes, the downloading process works but any app I download won't launch. pls help

    any app I download from the app store doesn't open. after I finished downloading the app I tap it to open but it crashes as soon as i finish downloading it. yes, the downloading process works but any app I download won't launch. pls help

    Hi,
    Install the v10.6.6 combo update available here. It's ok to do this even though you are already running v10.6.6. The combo includes fixes that were not included in the original update.
    http://support.apple.com/kb/DL1349
    Restart your Mac and try the MAS again.
    You can download apps directly from the MAS once you have it running.
    Considering the TM backup took so long, make sure there's enough space on your Mac startup disk.
    Right or control click the MacintoshHD icon. Click Get Info. In the Get Info window you will see Capacity and Available. *Make sure you always have a minimum of 15% free disk space.*
    Carolyn

  • How do I sync my Ipod to a new library after my computer has crashed?

    How do I sync my Ipod to a new library after my computer has crashed?

    iTunes Store: Transferring purchases from your iOS device or iPod to a computer - http://support.apple.com/kb/HT1848 - only media purchased from iTunes Store
    Sync transfer is one way, matching the device content to the content on the computer, except purchased content as mentioned above.  For transferring other items from an i-device to a computer you have to use third party commercial software. Examples (check the web for others; this is not an exhaustive listing):
    - Senuti - http://www.fadingred.com/senuti/
    - Phoneview - http://www.ecamm.com/mac/phoneview/
    - MusicRescue - http://www.kennettnet.co.uk/products/musicrescue/ - Mac & Windows
    - Sharepod (free) - http://download.cnet.com/SharePod/3000-2141_4-10794489.html?tag=mncol;2 - Windows
    - Post by Zevoneer: iPod media recovery options - https://discussions.apple.com/message/11624224 - this is an older post and many of the links are also for old posts, so bear this in mind when reading them.
    Syncing to a "New" Computer or replacing a "crashed" Hard Drive - https://discussions.apple.com/docs/DOC-3141
    In general do not regard your i-device as a reliable unique storage for your media. It is not a backup device and everything is structured around you maintaining a backup of your media on a computer backup.

  • How do I retrieve my music library after a complete computer crash.  I have a backup on a flash drive and I can access my Itunes account but my play lists and music are gone.

    How do you retrieve downloaded music and playlists after a complete computer crash.  I can log into my Itunes account and make purchases but my music library is gone.  I have an external backup on a flash drive but for some reason the music does not show up there either. It's like I have a brand new account and have to start all over.  Itunes must have an archive I can access to get my music back, right?
    Maya

    Playlists should be part of your backup copy.
    You can redownload some purchases in some countries:
    Downloading past purchases from the App Store, iBookstore, and iTunes Store

  • Illustrator CC 64 bit crashes after a few seconds of being open (Win 8.1 64bit)

    After following all related issues of others online, nothing has worked to solved this mystery.
    Ai CC 64bit crashes after a few seconds of being open. I am running Win 8.1 64bit. All other Adobe CC apps work. I have installed and re-installed countless times, no help.
    I am 100% convinced that Illustrator CC is 100% incompatible with Windows 8.1. Even the Microsoft compatibility page has 100% votes for incompatible yet it states it is compatible.
    Adobe, if you care about paying customers, please fix this. I am coming from OS X and everything was flawless.

    DustinWilliam,
    When something is wrong and you uninstall and reinstall, you should always run the Cleaner Tool inbetween to remove what may be lingering, although I doubt whether it will help in this case.
    http://www.adobe.com/support/contact/cscleanertool.html
    Other than that, I believe this is one for Customer Care (tick I Still Need Help and hope for an agent available for a chat),
    http://helpx.adobe.com/contact.html?product=illustrator&topic=downloading-installing-and-s etting-up
    or for this specialized forum (where you may be able find the answer from previous threads),
    http://forums.adobe.com/community/download_install_setup
    or for Adobe Support (phone),
    http://helpx.adobe.com/adobe-connect/adobe-connect-phone-numbers.html
    You may also hope for one of our staff friends here.
    If nothing brings anything, please report back, and I will ask someone to find the right someone to sort it.

Maybe you are looking for