Can't install any apps: Downloads stuck at 13%

Forum|Forum|6 years ago
October 21, 2019
1 reply
805 views

Heya,

a few days ago, I've tried to update my 'Creative Cloud desktop app' to the newer 5.0 version. It didn't work - the progress bar stuck at some point and even after waiting for hours, it didn't progress any further. I've tried multiple times, yet the outcome was always the same. I gave up eventually and removed the app (and all other Adobe apps I had installed, such as Photoshop) via the 'Creative Cloud Cleaner Tool' to fully start anew.

The normal way of installing the 'Creative Cloud desktop app' through the Creative_Cloud_Set-Up.exe file from the main website didn't work either: the progress bar, again, stuck at some point, not progressing any further. Thus, I "cheated" a little bit by using the direct download link found under https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html. I was finally able to download and install the app without any issues.

However, there's still a problem left: I've been trying to install Photoshop and all other apps that I had previously installed, but the progress bar is stuck at 13% for three hours now. And it always is. I checked the install log(s), but there isn't really anything abnormal?! Apart from some "The windows error code is - 6", "the download job (162) failed to execute. The job state is STOPPED_STATE / the download job (162) failed to execute. The job state is ERROR_STATE" and constant switching between "incrementing the thread. now the active thread count is 2" and "decrementing the thread count. now the active thread count is 1".

I could probably use the direct download links from https://helpx.adobe.com/download-install/kb/creative-cloud-apps-download.html to download and install the apps, but I fear that this might not play nice with the 'Creative Cloud desktop app' (e.g. apps might not get recognized as installed).

- Windows 10 64-bit, latest version (1903)

- I never had any issues with updating or downloading via the CC desktop app before.

- No Proxy in use. I do use a DNS service called "1.1.1.1", but even when using my ISP's DNS, the issue still persists.

Installation

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Jeffrey_A_Wright

Legend

Mauricep27921461, have you always had to rely on downloading the installation files and then installing the Adobe applications locally on the computer?

Please check the install log to determine the exact error that you are facing when attempting to download and install the Creative Cloud desktop app. Info on how to locate the install log can be found at https://helpx.adobe.com/creative-cloud/kb/troubleshoot-download-install-logs.html.

If you manage the network, that the computer is connecting to, then please verify you can contact all of the servers listed in https://helpx.adobe.com/enterprise/kb/network-endpoints.html. Failure to reach the listed servers will lead to download failures and the inability to use the services included with your membership.

thatsmauri

Author

Community Expert

Hi Jeff,

thank you for your reply 🙂 I'm sorry for not replying earlier...

"have you always had to rely on downloading the installation files and then installing the Adobe applications locally on the computer?"

No, it usually worked through the 'Creative Cloud desktop app' 😕😕

I was actually able to successfully install the new 'Creative Cloud desktop app' by normal means (i.e without using the direct link) in the end!

"If you manage the network, that the computer is connecting to, then please verify you can contact all of the servers listed in https://helpx.adobe.com/enterprise/kb/network-endpoints.html. Failure to reach the listed servers will lead to download failures and the inability to use the services included with your membership."

I can reach any of the servers just fine.

Now, I do have to admit that my internet speed (sadly) isn't the fastest. In the past, this wouldn't produce any issues. Downloading and updating any Adobe app was slow, sure, but it would eventually finish without any issues. But this seems to have changed...

See, while downloading, the percentage number next to the progress bar goes up and the DLM.log looks like this for quite a while:

XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | | 3592 | incrementing the thread. now the active thread count is 3
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 6468 | In changeThreadContextToExplorerContext.explorer process ID: 16712.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 6468 | In changeThreadContextToExplorerContext. Success in changingContext.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 6468 | In revertThreadContextToProcessContext. Success in RevertToSelf.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 9832 | In changeThreadContextToExplorerContext.explorer process ID: 16712.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 9832 | In changeThreadContextToExplorerContext. Success in changingContext.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 9832 | In revertThreadContextToProcessContext. Success in RevertToSelf.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 9832 | In changeThreadContextToExplorerContext.explorer process ID: 16712.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 9832 | In changeThreadContextToExplorerContext. Success in changingContext.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 9832 | In revertThreadContextToProcessContext. Success in RevertToSelf.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | | 3592 | incrementing the thread. now the active thread count is 4
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 1372 | In changeThreadContextToExplorerContext.explorer process ID: 16712.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 1372 | In changeThreadContextToExplorerContext. Success in changingContext.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 1372 | In revertThreadContextToProcessContext. Success in RevertToSelf.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 9832 | In changeThreadContextToExplorerContext.explorer process ID: 16712.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 9832 | In changeThreadContextToExplorerContext. Success in changingContext.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 9832 | In revertThreadContextToProcessContext. Success in RevertToSelf.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 6468 | In changeThreadContextToExplorerContext.explorer process ID: 16712.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 6468 | In changeThreadContextToExplorerContext. Success in changingContext.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 6468 | In revertThreadContextToProcessContext. Success in RevertToSelf.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 8048 | In changeThreadContextToExplorerContext.explorer process ID: 16712.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 8048 | In changeThreadContextToExplorerContext. Success in changingContext.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 8048 | In revertThreadContextToProcessContext. Success in RevertToSelf.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | | 3592 | decrementing the thread count. now the active thread count is 3
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | | 3592 | decrementing the thread count. now the active thread count is 2
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 8048 | In changeThreadContextToExplorerContext.explorer process ID: 16712.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 8048 | In changeThreadContextToExplorerContext. Success in changingContext.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 8048 | In revertThreadContextToProcessContext. Success in RevertToSelf.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 9832 | In changeThreadContextToExplorerContext.explorer process ID: 16712.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 9832 | In changeThreadContextToExplorerContext. Success in changingContext.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 9832 | In revertThreadContextToProcessContext. Success in RevertToSelf.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | | 3592 | incrementing the thread. now the active thread count is 3
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 6468 | In changeThreadContextToExplorerContext.explorer process ID: 16712.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 6468 | In changeThreadContextToExplorerContext. Success in changingContext.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 6468 | In revertThreadContextToProcessContext. Success in RevertToSelf.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 8048 | In changeThreadContextToExplorerContext.explorer process ID: 16712.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 8048 | In changeThreadContextToExplorerContext. Success in changingContext.
XX/XX/XX XX:XX:XX:XXX | [INFO] | | | | | | ProcessUtils | 8048 | In revertThreadContextToProcessContext. Success in RevertToSelf.

At some point, the percentage number won't go up any further (e.g. hangs at 13% or any other %) and the DLM.log will say this forever:

XX/XX/XX XX:XX:XX:XXX | [INFO] |  |  |  |  |  |  | 3592 | decrementing the thread count. now the active thread count is 2
XX/XX/XX XX:XX:XX:XXX | [INFO] |  |  |  |  |  |  | 3592 | decrementing the thread count. now the active thread count is 1
XX/XX/XX XX:XX:XX:XXX | [INFO] |  |  |  |  |  |  | 3592 | incrementing the thread. now the active thread count is 2
XX/XX/XX XX:XX:XX:XXX | [INFO] |  |  |  |  |  |  | 3592 | decrementing the thread count. now the active thread count is 1
XX/XX/XX XX:XX:XX:XXX | [INFO] |  |  |  |  |  |  | 3592 | incrementing the thread. now the active thread count is 2
XX/XX/XX XX:XX:XX:XXX | [INFO] |  |  |  |  |  |  | 3592 | decrementing the thread count. now the active thread count is 1
XX/XX/XX XX:XX:XX:XXX | [INFO] |  |  |  |  |  |  | 3592 | incrementing the thread. now the active thread count is 2
XX/XX/XX XX:XX:XX:XXX | [INFO] |  |  |  |  |  |  | 3592 | decrementing the thread count. now the active thread count is 1
XX/XX/XX XX:XX:XX:XXX | [INFO] |  |  |  |  |  |  | 3592 | incrementing the thread. now the active thread count is 2
XX/XX/XX XX:XX:XX:XXX | [INFO] |  |  |  |  |  |  | 3592 | decrementing the thread count. now the active thread count is 1
XX/XX/XX XX:XX:XX:XXX | [INFO] |  |  |  |  |  |  | 3592 | incrementing the thread. now the active thread count is 2
XX/XX/XX XX:XX:XX:XXX | [INFO] |  |  |  |  |  |  | 3592 | decrementing the thread count. now the active thread count is 1
XX/XX/XX XX:XX:XX:XXX | [INFO] |  |  |  |  |  |  | 3592 | incrementing the thread. now the active thread count is 2
XX/XX/XX XX:XX:XX:XXX | [INFO] |  |  |  |  |  |  | 3592 | decrementing the thread count. now the active thread count is 1
XX/XX/XX XX:XX:XX:XXX | [INFO] |  |  |  |  |  |  | 3592 | incrementing the thread. now the active thread count is 2
XX/XX/XX XX:XX:XX:XXX | [INFO] |  |  |  |  |  |  | 3592 | decrementing the thread count. now the active thread count is 1
XX/XX/XX XX:XX:XX:XXX | [INFO] |  |  |  |  |  |  | 3592 | incrementing the thread. now the active thread count is 2

As if it got a hiccup... This only happens when I download the apps through the CC desktop app. The direct links that I've mentioned in my initial post work fine, but that's not what I would call a solution ^^

Kind Regards,
Maurice

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