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R
rod_del
Participant
January 14, 2023
Question

Adobe Creative Cloud doesn't update

  • January 14, 2023
  • 1 reply
  • 830 views

Hi everyone! 

 

I am running into a sizeable issue with the Creative Cloud. I've been trying to update it and install/update my Apps to their latest version. The problem is, I get stuck in two places:

- "getting storage information" never progresses,

- "updating creative cloud 0%" does not move forward. 

 

I've tried the following: 

- Disabling my Firwall/Antivirus

- Restarting the computer

- Cutting all CC related tasks with Task Manager

- Deinstalling and reinstalling CC 

- Using Cloud Cleaner tool and removing everthing before restarting the computer

 

So far no dice, your help will be massively appreciated. 

This topic has been closed for replies.

1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
January 14, 2023

reset the cc desktop app by making sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R


if that fails, repair per https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html


if that fails, uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging and then reinstall using*


if that fails, do a clean cc install carefully following each applicable step:

uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

R
rod_delAuthor
Participant
January 14, 2023

Thank you so much for your help it is very kind of you, unfortunately this didn't fix my issue 😞 

kglad
Community Expert
kgladCommunity Expert
Community Expert
January 14, 2023

if you did that accurately it rules out a cc app issue and points to a corrupt file issue.  depending on the number of possible culprits you can attack that issue in different ways.  unfortunately, none are quick and easy unless there are only a few files.

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