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Participating Frequently
September 16, 2018
解決済み

Adobe Creative Cloud: installation fails, self-repair fails, removal fails

  • September 16, 2018
  • 返信数 1.
  • 1779 ビュー

Initially I had a "Node.js stopped working" problem (this happened whenever I tried to launch Creative Cloud or Photoshop, though the latter would otherwise work normally) and tried to remove all Adobe applications and reinstall them.

Since Adobe own uninstallers (for some of the applications) rely on Creative Cloud, I used third party software to remove them. Then I tried to download and install Creative Cloud again, and, apparently, something is going wrong.

OS is Windows 7 x64 SP1, non-English locale for non-Unicode programs.

When launching Creative_Cloud_Set-Up.exe as administrator, it appears to work normally:

Then, without my input, it closes and "Creative Cloud" window opens with waiting animation. After some time (a couple of minutes) a message appears:

Quitting does nothing; after quitting Creative_Cloud_Set-Up.exe crashes if I try to launch it again before manually killing all Adobe processes and removing all files from "Program Files(x86)/Adobe" and "Program Files(x86)/Common Files/Adobe".

"Repair" initiates another installer:

It does install Adobe services (AdobeUpdateService, Adobe Genuine Software Integrity Service and Adobe Genuine Monitor Service), but after the window closes nothing else happens; if I launch Creative Cloud manually, it just crashes shortly after launch (with generic "Creative Cloud stopped working" message).

Running Creative Cloud Uninstaller doesn't do anything as far as I can tell: it displays progress bar, then after a while says "Uninstallation of Creative Cloud desktop completed with errors" and doesn't actually remove any directories I know of.

AdobeCreativeCloudCleanerTool.exe works without errors, reporting that it removed everything.

Rebooting system after removing Adobe files by any means doesn't seem to affect anything.

Windows "Administrative events" log shows errors of "Creative_Cloud_Set-Up.exe", "adobe_licensing_helper.exe" and "Adobe Desktop Service.exe" all referencing imshelper.dll:

Faulting application name: adobe_licensing_helper.exe, version: 1.0.0.12, time stamp: 0x5b10060c

Faulting module name: imshelper.dll, version: 1.0.0.12, time stamp: 0x5b100571

Exception code: 0xc0000005

Fault offset: 0x0000615a

Faulting process id: 0x3080

Faulting application start time: 0x01d44e0a1688ef4a

Faulting application path: C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\LCC\adobe_licensing_helper.exe

Faulting module path: C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\LCC\imshelper.dll

Report Id: 54794990-b9fd-11e8-a017-005056c00001

Any advice on how to get better diagnostic (or, ideally, a way to fix the problem...) would be appreciated.

このトピックへの返信は締め切られました。
解決に役立った回答 kglad

using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

返信数 1

kglad
Community Expert
Community Expert
September 17, 2018

follow each applicable step:

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

then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

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

restart your computer (don't skip this)

reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.

if you're unable to install the cc desktop app at this stage, use an administrator account (solution 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)

use the desktop app to install your cc programs/trials

olegl25326188作成者
Participating Frequently
September 18, 2018

Short summary: did not help.

First step was clearly impossible in my case (it requires working Creative Cloud);

Second step done (strangely enough, this time the tool reported it completed successfully, even though I'm fairly sure it was the same executable);

Third step done (chose 'e' - 'y' - '1' (All) - '3' (All));

Restart done, logged in into administrator account instead of my normal one;

Installation installed services this time, but then after "Installing (100%)" it launched Creative Cloud which crashed just as before.

Crash stacktrace:

Assembly for imshelper.dll!68e7615a() (until the end of apparent if() branch; seems like passing an illegal pointer as a first argument into function and dereferencing it - ECX is not 0):

kglad
Community Expert
kgladCommunity Expert解決!
Community Expert
September 18, 2018

using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html