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william22213005vimr
Inspiring
December 12, 2021
Answered

Cannot install any CC apps - error 64 Mac OS Monterey 12.01.

  • December 12, 2021
  • 3 replies
  • 3908 views

I cannot update any CC apps. Every time I try it says Cannot create critical backup because another application is using that location. There are NO other applications running.I have switched off every possible backup on any other apps. I have physically removed the backup drives. I have deleted every instance of any Adobe application I can find.

 

Yet still every time I get the error :64 which is nowhere referenced on the adobe site. See attached screenshot.

This happens if i use Creative Cloud desktop app, or Photoshop installation app, all newly downloaded direct from my adobe account

 

 

This topic has been closed for replies.
Correct answer william22213005vimr

using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human


Finally cracked it.  For some reason a number of files were unable to be overwritten. The removal tool did NOT remove these files. I could not remove these files even using my admin privileges. Ultimately logged in as root user and used terminal sudo commands to remove the file named in the error file. After that it was a painful process of repeating the installation, and each time it got a bit further, with error 146 giving a new "unmoveable" file each tiem, and I was able  eventually as Root/Sudo to remove each file described .

 

I don't know why this was necesary as the original installation was done as my normal user..... Not sure if the multiple attempted installs had any impact . But the lesson is use root sudo to remove the "problem" files.....

3 replies

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Onalenna353362685qfl
Participant
February 8, 2024

Experienced the same issue an I tried everything in the comments. It started working when I manually deleted everything from the Adobe folder which is under Common Files

Peru Bob
Community Expert
Peru BobCommunity Expert
Community Expert
December 13, 2021

Try this:

https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

    W
    william22213005vimrAuthor
    Inspiring
    December 14, 2021

    No it won't even do that. It just gives the "needs to be updated, contact the developer" message...

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    December 14, 2021

    if you can't open your cc desktop app, 


    clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
    check for, and if available, update your os
    restart your computer (don't skip this)


    reinstall the cc desktop app, https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud


    if you're unable to download the cc desktop app at this stage, use the link at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html
    use the desktop app to install your cc programs/trials

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      December 13, 2021

      uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html
      then uninstall the cc desktop app, using the correct uninstaller, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging
      clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
      check for, and if available, update your os

      restart your computer (don't skip this)
      reinstall the cc desktop app, https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud
      if you're unable to download the cc desktop app at this stage, use the link at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html
      use the desktop app to install your cc programs/trials

        W
        william22213005vimrAuthor
        Inspiring
        December 13, 2021
        The very first step does not work. When I try to run the uninstaller it says "Creative Cloud Uninstaller.app needs to be updated." That is exactly what I am trying to do and it always fails. with error:64 even after I have performed all the steps in this message.

        Bill Osborne.
        kglad
        Community Expert
        kgladCommunity Expert
        Community Expert
        December 13, 2021

        can you open the cc desktop app?

         

        if so, click all apps>updates>check for updates (in the upper right).

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