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geckomojo
Participant
September 18, 2018
Answered

Can't download anything and about to give up

  • September 18, 2018
  • 3 replies
  • 1676 views

Hi,

I'm running Win 10 latest update, have had trial LR CC classic and CC software on the computer most of the year. Have just purchased photography plan, which unlocked this version of LR. However I can't update LR within the CC software, and PS won't install either. It kept telling me my network wasn't connecting, which I know isnt the case. The same thing happened with LR CC install (though I don't really need it on my comp, just the classic version). I also have Photoshop CS5 (64 bit) and Lightroom 5.7.1 64 bit on this computer, and they work fine.

So seeing I cant use the chat function or call in Australia (!!!), which I find really poor, I went through the troubleshooting section here:

Troubleshoot Adobe Creative Cloud download and install issues - I did the first 4 and no issues there (using Norton as firewall/antivirus, can see there is no block), there is internet access, and unable to download CC app in safe mode with networking. I cant figure out #5 (there is a modem-router all in one using NBN via VDSL), #6 doesnt apply, #7 passed items 1 (can see logo) and 2 (pong). I am in the process of doing #8 - downloading directly - but I'm not hopeful.

At some point I used the CC uninstall tool. So I now have no CC app, but still have my Lightroom Classic CC app up and running - V7.2. None of the CC apps appear in Settings > Apps and Features. When I go to download any of the CC apps, I now get 0% downloaded - it doesnt get anything beyond that. Running CC cleaner tool as an administrator just gives me a brief flash of what looks like Windows command prompt but at no stage do I see a user interface!

Please help.

Greg

This topic has been closed for replies.
Correct answer Jeffrey_A_Wright

Hey Thanks Jeff I’ve spoken on phone to customer care today. We managed to get creative cloud app installed but it wouldn’t update. The phones were closing so they’re calling back in 5 days when I’m next free.

After the call, I logged into a fresh admin account on win 10, and sure enough it updated to the latest creative cloud update no problems. I even installed photoshop while in there, but thought I would go into my usual windows account to update my LR CC classic - but it wouldn’t let me do it on that account (download error, cant connect to adobe servers error 1004). It also didn’t recognise (on my normal account) photoshop as being installed already and would give the same error as LR CC classic mentioned above when clicking to install. I can still access and use photoshop in that account.

So I guess wait 5 days, unless you have any ideas. Can you pass this on to the person calling me?

thanks


Thanks for the update, Greg, it sounds like some progress has been made.  I would recommend updating your support case with these details on http://www.adobe.com/.  You can find steps on how to update the support case at View Adobe Support cases .

I would recommend also providing the URL for this public discussion when you submit your update, Greg.

I would still recommend you verify your local backup of any necessary documents or files, Greg.  Having a backup will help prepare you in case the current errors are unable to be resolved with this installation of Windows 10.

3 replies

C
charless27029589
Participant
June 20, 2022

I can't download lr and ps from adobe website. Got a deal on amazon, redeemed but can't find where to download only to try or buy.

G
geckomojoAuthor
Participant
September 21, 2018

Thanks. I’ve updated my support case and provided this URL as suggested.

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
September 22, 2018

Perfect, thanks, Greg.  Please update this public forum discussion if you face any additional problems.

G
geckomojoAuthor
Participant
September 18, 2018

I tried downloading and installing the full PS CC and LR Classic CC apps (found from the above link) and got error message 1 - and installation cannot proceed due to insufficient disk space - which is amazing as my C drive has 101 GB free. Error 1 according to adobe site suggests I the following , which I've already done:

"Failed to install" error received when installing Adobe Creative Cloud desktop app

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
September 18, 2018

Greg, I am sorry that you continue to face errors when installing the Adobe Creative Cloud desktop application and several CC applications.  You mentioned that you are currently encountering Error Code 1 when attempting to install the Creative Cloud desktop app.  When applying solution three were you able to locate and rename the OOBE folder successfully or did you receive an error message?

G
geckomojoAuthor
Participant
September 19, 2018

Thanks for your reply Jeff. Actually I hadn't completed that step as the CC Cleaner tool didnt bring up anything other than a command prompt (very temporarily).

So I just now renamed the OOBE folders as you suggested, no problems there, but still I cant download anything. On re-installation, the installer still says "installing 0% calculating time remaining" indefinately. Even after reboot.

So I started the process again starting at solution 2: uninstalling creative cloud on windows. The uninstaller said Uninstallation of creative cloud desktop completed with errors. Which I guess makes sense as it's not even listed in the apps on windows now. Attempting reinstallation caused the above message "installing 0% calculating time remaining" indefinately. I then deleted the new OOBE folder created in \Users\\AppData\Local\Adobe

Solution 3: Run the Adobe CC cleaner tool as admin still brought up the command prompt (very temporarily) but that was all. There is no Adobe Creative Cloud Cleaner Tool.log entry in my C:\Users\[user name] folder.

Solution 4: I've already tried a new windows admin user account to download. Same thing, 0%.

I hope we can find a solution!

Thanks

Greg

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