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M
mathieuf31933480
Known Participant
January 7, 2020
Question

Adobe CC does not recognize what version of Windows 10 I am using

  • January 7, 2020
  • 4 replies
  • 2135 views

So, I am in a living nightmare over the decision to try out Premiere Rush.

 

Over the course of doing whatever I can to make some progress, I have discovered this tid bit of information:

 

CC wants me to install Windows 10 (Version 1703 or later)

 

I am using Windows 10 Pro Version 1809 OS build 17763.914

 

(I attached a screenshot, don't know if that will even be visible.)

 

Does anyone know what could be done to sort this mess out?

 

 

This topic has been closed for replies.

4 replies

M
mathieuf31933480Author
Known Participant
January 8, 2020

Adobe Customer Care really pulled through!!

 

I'm really glad that you guys had a solution prepared for this situation.

 

Thank you Jeff for helping out. I am extremely grateful!

Jeffrey_A_Wright
Jeffrey_A_Wright
Legend
January 8, 2020

Thank you for the update, Mathieuf31933480!  I am glad that everything is now sorted!

M
mathieuf31933480Author
Known Participant
January 7, 2020

Ive started working on this again a couple of hours ago.

 

I do not think the issue is with the anti-virus or firewall, I only use the default Windows ones. (Which I guess is a lot)

 

I have turned everything off and the downloads are still geting stalled.

 

So: Real-time protection, Cloud-delivery protection, automatic sample submission, controlled folder access are all off.

On the firewall side: Domain network, Private network, Public network are off.

App & browser control: Check apps and files, SmartScreen for Microsoft Edge, SmartScreen for Microsoft Store apps are off.

 

The downloads still stall. Currently the only CC app I can install if I uninstall it is CC itself and I have to get lucky.

 

I should mention that my internet connection's unstability can be very bad. The equivalent of having the cord pulled on it every time to time. Iv'e tried reseting my modem and router but I don't think it will do much to help.

 

I'm hopeful that this isn't the issue though, the logs have some errors about not being to "load AMT config file" "Source file does not exist" "Unable to copy AMT config file" "Retryable error '118' occured while download" "Create process failed! Error:2 " so -maybe- it isn't a connectivity issue...

 

There is still a lot of attempt that stalled without any errors or warnings though so I have to think this is rooted in my bad connection issue.

 

M
mathieuf31933480Author
Known Participant
January 7, 2020

Here are the errors from the Install Log:

 

ERROR: Cannot load AMT config file 'C:\Program Files (x86)\Adobe\Adobe Sync\application.xml'
ERROR: Source file does not exist in CopyFileFromSourceToDestination
ERROR: Unable to copy AMT config file 'C:\Program Files (x86)\Adobe\Adobe Sync\application.xml' to pcf folder 'C:\Program Files (x86)\Common Files\Adobe\PCF\{COSY-4.3.20-32-ADBEADBEADBEADBEADBEA}.V7{}CoreSync-2.4.1-Win-GM.xml'
WARN: Failed to load xml C:\Program Files (x86)\Adobe\Adobe Sync\application.xml. system error:2

 

[ERROR] | 15028 | HDSetup | HDPIM | DownloadManager | | HDPIM | 14560 | Retryable error '118' occurred while download

 

ERROR: CreateProcess failed! Error: 2
ERROR: CreateProcess failed! Error: 2

 

 

 

 

Jeffrey_A_Wright
Jeffrey_A_Wright
Legend
January 7, 2020

Error 2 is more generic, Mathieuf31933480. A core component was unable to be installed, and the download and install process will need to be tried again.

 

You can find more information on Error 2 at https://helpx.adobe.com/download-install/kb/troubleshoot-download-install-error.html.  Error 118 is not listed because it is a fairly rare error.

M
mathieuf31933480Author
Known Participant
January 7, 2020

So...

 

The installation of CC on my laptop is hanging.

 

I had also noticed that attempting to install anything would stop anything else that uses the internet from working.

 

This is a major and very disapointing issue. It seems to imply my internet does not perform well enough for me to be a CC user.

 

I really wish I hadn't uninstalled Photoshop, it was working perfectly until yesterday.

 

This has the potencial for causing irreparable damage to ongoing projects and put me in great financial risk.

 

Any help or support would be greatly appreciated. 

Jeffrey_A_Wright
Jeffrey_A_Wright
Legend
January 7, 2020

Mathieuf31933480, the behavior you describe sounds like the installed security software is blocking the connection to our servers.  Please review the log files, so that you will have a clearer idea of what the exact cause is.  

 

If you would like direct assistance, you are also able to begin a chat session with our support team at https://helpx.adobe.com/contact.html.  Depending upon the type of connectivity errors you are experiencing, you may need to use a different browser, smartphone, or tablet to establish a successful chat session.

M
mathieuf31933480Author
Known Participant
January 7, 2020

I will. Will be posting updates later today as well.

 

Thank you very much for giving me a lead.

Jeffrey_A_Wright
Jeffrey_A_Wright
Legend
January 7, 2020

Mathieuf3193340, if you are confident that you have applied the available updates, for Windows 10, then please verify that the  Creative Cloud for Desktop is not set to use compatibility mode.  For more information see https://support.microsoft.com/en-us/help/15078/windows-10-make-older-apps-or-programs-compatible.

M
mathieuf31933480Author
Known Participant
January 7, 2020

Oh it is.

 

Like I said I am just trying every possible option.

 

The main issue is that any and all downloads will hang at -a specific percentage- depending on which app it is.

 

So, last I checked, downloading the latest Photoshop from CC hangs at 40%, Premiere rush from CC hangs at 25%, installing an older version of Photoshop hangs at 14%.

 

At this point I would like to know if this seems like it is a connectivity issue because my internet can be very unstable.

I am currently installing CC on my laptop to figure out if it is my internet connection or the PC itself. I'll update when that is done. 

 

If it is not I'm probably going to reformat.

 

 

Jeffrey_A_Wright
Jeffrey_A_Wright
Legend
January 7, 2020

Thanks for the update, Mathieuf3193340.  There is no reason to guess as to what is causing the installations to fail. The errors are recorded within different log files, depending upon where the failure lies.  You can find more information on how to locate any fatal errors at  https://helpx.adobe.com/creative-cloud/kb/troubleshoot-download-install-log-files.html.

 

You are welcome to update this public forum discussion if you have any questions regarding the errors that you discover within the logs.

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