macOS High Sierra can't install Flame

[sebpetit]

Hello,

I updated to maxOS high sierra and installer doesn't seem to install Flame.

Installer goes through installation completely but only Adlm folder is installed.

Thank you for your help

[yann.laforest]

Hi,

Did you take notice of the Flame User FAQ - Update to macOS High Sierra (10.13) document before migrating to macOS High Sierra?

https://knowledge.autodesk.com/support/flame-products/getting-started/caas/simplecontent/content/use...

Please let us know,

Best,

Yann

[sebpetit]

I read your article after upgrading.

i am trying to install Flame 2018.2 which is compatible.

i had already deleted autodesk Flame and have no other autodesk products.

both scripts report having nothing to do

[jfiliatrault]

Do you have any valuable datas / projects that you want to keep on that system disk ?

If the answer is no, that you do not need metadata, projects and framestore infos on that system disk then you can simply restart from scratch.

Reformat the partition and reinstall 10.13.

hth,

Jean

[yann.laforest]

Hi Seb,

As Jean said, reinstalling the OS from scratch will most likely solve the problem here.

However, we would be curious to know what you did exactly to reach this unfortunate condition.

My understanding is that you upgraded to macOS high sierra and were unable to launched the application.  You then tried to remove and reinstall the application, and it didn't work.  You finally ran the recovery script that says that nothing has to be done on your system?

Is my understanding correct?

Please let me know,

Regards,

Yann

* We can take the discussion offline and in French if this is easier for you.  If so, please contact me at yann.laforest@autodesk.com.

[martin_mocha]

I'm also in this state:

1. Ran the Recovery Tool as I already had HS installed with Flame 2018. The terminal output just said "Nothing to do: /opt/Autodesk folder exists"
2. Flame did not recover and neither did the uninstaller, so I wiped it and the various directories from my machine and attempted to reinstall
3. The installer does install some parts (Adlm, Autodesk Media Storage folder, etc) but does not install the Flame application. However, it still says everything installed fine.

There has to be another solution other than "wipe the machine and start again."

[sebpetit]

thank you for your help.

i can't test out your solution to reinstall the whole computer from scratch yet.

i use macOS Flame for training purposes on a personal Mac with multiple accounts.

For your information:

Flame is the only software that is giving me issues since the high sierra upgrade. all other softwares run properly and can be reinstalled if needed.

as i recall, i upgraded to highsierra and later discovered flame icon was missing.

I launched Flame uninstaller but said it was missing.

Then I read your highsierra article and ran scripts which did nothing.

finally removed app through terminal and launched installer which never reinstalled anything.

https://knowledge.autodesk.com/support/flame-products/learn-explore/caas/sfdcarticles/sfdcarticles/R...

stuck here for now.

[jfiliatrault]

Hi,

can you download the Recover Tool again and rerun because we upgraded it ?

Let me know if it is working then...

Regards,

Jean

[sebpetit]

=thank you. i just deleted all autodesk folders, ran script again and restarted.

Installer still only installs Adlm folder and Autodesk Media Storage

[jfiliatrault]

Did you downloaded the new version of the Recovery Tool ?

When you performed the High Sierra upgrade, did you have any flame version running ?

[sebpetit]

I went to old link for High Sierra scripts . Hope that’s the new tool.
 https://knowledge.autodesk.com/support/flame-products/troubleshooting/caas/simplecontent/content/use...
Flame was running fine under Sierra but not during the High Sierra upgrade install. I had not used flame in previous months.

Also macOS disables all running apps before installing

[jfiliatrault]

Yes the link had been updated with the newest tool.

At this point, calling support might be a good idea...

[sebpetit]

Thanks for advice, which support were you thinking of Apple or Autodesk ?

i don't think i qualify for phone support in either case.

Thought this would be the place for autodesk support.

[yann.laforest]

Hi Seb,

Jean is referring to the Autodesk Technical support assistance here.

Is your Flame subscription current and active?

If so, you should qualify for Technical Support assistance.

You can contact our Technical Support team via phone (see the link below) or email (me.support@autodesk.com).

https://knowledge.autodesk.com/support/flame-products/troubleshooting/caas/sfdcarticles/sfdcarticles...

Regards,

Yann

[jfiliatrault]

Hi Seb,

Here is a solution if and only if you do not care about metadata and old projects !!

So if the answer is yes, that you do need to preserve anything then you can proceed with a clean install.

To perform a clean install on you mac: 

as super user, type the following commands in a terminal:

rm -rf /usr/discreet/
rm -rf /opt/Autodesk/
rm -rf /Library/Application\ Support/Autodesk/
rm -rf /Applications/Autodesk/
pkgutil --pkgs | grep autodesk | xargs -n1 pkgutil --forget

then, reinstall Flame.

Flame will then install and launch successfully !

Regards,

Jean

[jfiliatrault]

of course, I notice that I made a typo only after hitting Post !!

take 2

--------

Hi Seb,

Here is a solution if and only if you do not care about metadata and old projects !!

So if the answer is yes, that you do not need to preserve anything then you can proceed with a clean install.

To perform a clean install on you mac: 

as super user, type the following commands in a terminal:

rm -rf /usr/discreet/
rm -rf /opt/Autodesk/
rm -rf /Library/Application\ Support/Autodesk/
rm -rf /Applications/Autodesk/
pkgutil --pkgs | grep autodesk | xargs -n1 pkgutil --forget

then, reinstall Flame.

Flame will then install and launch successfully !

Regards,

Jean

[jfiliatrault · Accepted solution]

another precaution about this post !!

Be aware that those commands should NOT be used if you are running other Autodesk products on that machine like Maya for instance.

So we are now at take 3 !

--------

Hi Seb,

Here is a solution if and only if you do not care about metadata and old projects !!

So if the answer is yes, that you do not need to preserve anything then you can proceed with a clean install.

To perform a clean install on you mac: 

as super user, type the following commands in a terminal:

rm -rf /usr/discreet/
rm -rf /opt/Autodesk/
rm -rf /Library/Application\ Support/Autodesk/
rm -rf /Applications/Autodesk/
pkgutil --pkgs | grep autodesk | xargs -n1 pkgutil --forget

then, reinstall Flame.

Flame will then install and launch successfully !

Regards,

Jean

[martin_mocha]

Yann just sent me this terminal method over email and I can confirm the above process works!

But yes, this is indeed the "Nuclear" option. It will remove ALL Autodesk items, not just your Flame install.

[sebpetit]

Bravo. Works

Thank you

[Anonymous]

hi,

ive been getting error on the second command i.e rm -rf /opt/Autodesk/ . (operation not permitted)