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Correct answer Rebel Robinson

So this is what I ended up doing - I contacted through Facebook messenger to Adobe CC and was given a message back to go here - https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html?fbclid=IwAR0ua_yMG7ey5rRHWtd1YWRFobNChI24gtNIz78J7exA_YTPsm5maW1LT9c

 

The only solution that I hadn't tried from the list was the Creative Cloud Cleaner tool, so I downloaded that and ran it.  And then when I went to reinstall CC, it finally worked.  I'm no longer getting any errors, and the app is working fine now.

 

I hope this helps others!

6 replies

Rebel Robinson
Rebel RobinsonCorrect answer
Participant
November 12, 2020

So this is what I ended up doing - I contacted through Facebook messenger to Adobe CC and was given a message back to go here - https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html?fbclid=IwAR0ua_yMG7ey5rRHWtd1YWRFobNChI24gtNIz78J7exA_YTPsm5maW1LT9c

 

The only solution that I hadn't tried from the list was the Creative Cloud Cleaner tool, so I downloaded that and ran it.  And then when I went to reinstall CC, it finally worked.  I'm no longer getting any errors, and the app is working fine now.

 

I hope this helps others!

    D
    digidgm
    Participant
    November 12, 2020

    Apparently when Adobe CC tried to update itself this afternoon, it only succeeded in freezing/crashing both my iMac and my MBP simultaneously, just as I was supposed to be getting into a remote recording session that was only booked for 50 minutes. Just stabilizing my system ate up 25 of those minutes and even then, the whole session was buggy.

     

    It seems impossible to reach Adobe customer service to address this issue.

    Kevin Stohlmeyer
    Community Expert
    Kevin StohlmeyerCommunity Expert
    Community Expert
    November 12, 2020

    Update your Creative Cloud app- we had the same thing and that fixed it.

    Rebel Robinson
    Rebel Robinson
    Participant
    November 12, 2020

    I cannot update the app.  That's the problem.  I keep getting an error.

     

     

    Then when I go to click repair - I get this message....

     

    So, I cannot install a new version that you're suggesting, nor can I uninstall it either.  No one is answering at customer support.  

      Rebel Robinson
      Rebel Robinson
      Participant
      November 12, 2020

      When I try to download again from the Adobe, it goes through the process of the download, but then never opens the app.  Nothing happens.

      M
      mac515044048
      Participant
      November 12, 2020

      same, several users in our pre-press department are getting this error:

        Kevin Stohlmeyer
        Community Expert
        Kevin StohlmeyerCommunity Expert
        Community Expert
        November 12, 2020

        Your IT admin has to download and deploy the latest update. If users do not have App update privileges then this will fail.

        Rebel Robinson
        Rebel Robinson
        Participant
        November 12, 2020

        OMG Yessssss......I can't even open CC right now.  Nothing is working.

        Kevin Stohlmeyer
        Community Expert
        Kevin StohlmeyerCommunity Expert
        Community Expert
        November 12, 2020

        Update your CC app to 5.3.5.499 

        jctremblay
        Community Expert
        jctremblayCommunity Expert
        Community Expert
        November 13, 2020

        Thelatest available downloadable version is 5.3.1.470. How and where did you get this 5.3.5.499?

        D
        defaultyl2jpukbyuen
        Participant
        November 12, 2020

        Have received 9 phone calls from clients around the country with the exact same problem in the last hour.

        Kevin Stohlmeyer
        Community Expert
        Kevin StohlmeyerCommunity Expert
        Community Expert
        November 12, 2020

        Update your Creative Cloud app to 5.3.5.499 

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