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C
Chan90
Participant
June 17, 2015
Answered

Adobe Photoshop CC 2015 won't install/error

  • June 17, 2015
  • 4 replies
  • 27999 views

Hi,

I have tried all day to install Photoshop CC 2015 and still no luck (Lightroom CC 2015 installed just fine). It gets to 42%, says extracting, then gives me "Installation failed" and the error message says:

Exit Code: 21

Please see specific errors below for troubleshooting. For example, ERROR: DW021 ...

-------------------------------------- Summary --------------------------------------

- 0 fatal error(s), 3 error(s)

ERROR: DW021: Payload {3FB7A108-368A-4849-A3F3-69571BAAC457} Photoshop Adobe Photoshop CC 2015 Support 16.0.0.0 of version: 9.0.0.7 is not supported by this version: 9.0.0.6 of RIBS

ERROR: DW021: Payload {793C2BF7-A4FE-4608-91C9-9282C5801C21} Photoshop Adobe Photoshop CC 2015 Core 16.0.0.0 of version: 9.0.0.7 is not supported by this version: 9.0.0.6 of RIBS

ERROR: DW021: Unsupported payload versions included

-------------------------------------------------------------------------------------

I have deleted PS, LR, and Desktop application, restarted, ran cleaner tool (told it to clean every adobe app it listed), re-installed Desktop app (LR downloaded fine again) and still PS CC 2015 won't download. I have the current version of the Desktop app (CC 2.1.1.110) and I have a Windows 8.1 64-bit OS.

Any help would be greatly appreciated. Thank you!

This topic has been closed for replies.
Correct answer Chan90

Hello,

Problem is solved (somehow)! I uninstalled Desktop App and navigated to C: > Program Files > Adobe. I then deleted creative cloud app folder and my old Adobe Photoshop CC 2014 folder and restarted my computer. I then downloaded the desktop app again and PS and LR downloaded and opened successfully. Not sure what did it... Anyway, thank you all for your help and advice. I appreciate it! I hope this helps others!

Best,

  Channing

4 replies

davinm73671885
davinm73671885
Participant
April 12, 2016

I have had to troubleshoot on two different devices so far; now I'm troubleshooting a third.
Your product is great; I merely have to cancel a few appointments if I want to install it.
Fix your product.

C
Chan90AuthorCorrect answer
Participant
June 17, 2015

Hello,

Problem is solved (somehow)! I uninstalled Desktop App and navigated to C: > Program Files > Adobe. I then deleted creative cloud app folder and my old Adobe Photoshop CC 2014 folder and restarted my computer. I then downloaded the desktop app again and PS and LR downloaded and opened successfully. Not sure what did it... Anyway, thank you all for your help and advice. I appreciate it! I hope this helps others!

Best,

  Channing

    Govardhan.V
    Govardhan.V
    Participating Frequently
    June 17, 2015

    Glad to hear that .

    Yes, ERROR: DW021 indicates that,  there is an conflicting folder , files or remnants left which is causing conflict with new installation process.

    Sorry lol , I told you to delete only 2015 version folder hehe , I dint knew u had 2014 version also

    I should have asked  earlier ,alot of  time'd ve saved .


    Anyhow , glad that the issue has been resolved .

    All the best.


      Atul_Saini
      Atul_Saini
      Legend
      June 17, 2015

      Channing, please try the steps mentioned below.

      Close Creative Cloud app and relaunch it.

      Initiate the installation again.

      If that doesn't help try to install it through direct download link: Adobe CC 2015 Direct Download Links: Creative Cloud 2015 Release | ProDesignTools

      Note: Please read Very Important Instructions mentioned on the page above.

      Let us know if it works.

      C
      Chan90Author
      Participant
      June 17, 2015

      I tried this. It started installing Photoshop, but stopped at 2% and gave me the same error message as before. I followed the instructions it gave to troubleshoot and that didn't work either...

      Govardhan.V
      Govardhan.V
      Participating Frequently
      June 17, 2015

      May I know whether you had installed any other Adobe applications on your computer?

      Govardhan.V
      Govardhan.V
      Participating Frequently
      June 17, 2015

      Run the Adobe Cleaner tool again and check whether the Photoshop cc core is listed under CC 2015, CC 2014 , CC and CS 6 option?

      If listed remove it .

      Navigate to C: > Program Files > Adobe .

      Open Adobe folder and if present delete Adobe Photoshop cc 2015 folder.

      Then try to reinstall Photoshop cc 2015 again and check,

      C
      Chan90Author
      Participant
      June 17, 2015

      I tried this and didn't see it in the cleaner. However, I navigated to the folder anyway and "Adobe Photoshop CC 2015" was there. I deleted it and tried to install. I got the same error report.

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