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Brett A Hanson
Participant
September 11, 2013
Answered

Cannot install Creative Cloud Desktop

  • September 11, 2013
  • 15 replies
  • 57166 views

For some time, I have tried to update my creative cloud desktop app with no success. So after that, I uninstalled the app and redownloaded it. When I tried to install the app, the instaled failed. The creative cloud desktop app said "We've encountered the following issues: Creative Cloud desktop failed to install." I cannot find out what is wrong. I have a current subscription with creative cloud.

    This topic has been closed for replies.
    Correct answer Ethereal_Sunflower98BC

    Hi joomak

    Below link migh help you with resolving error code 50

    Error "Failed to Install" Creative Cloud Desktop application

    15 replies

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    Chillstice
    Participating Frequently
    March 22, 2014

    In times of desperation, I just deleted all the files/folders from C:\Program Files (x86)\Adobe\Adobe Creative Cloud\ that I could. The folders that I didn't have the right permissions to delete I just used my "Take ownership" conext menu addon I found online. When there were no files/folders left and I renamed OOBE to OOBE.old I was able to re-install "update" Adobe Creative Cloud.

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    Brad S.
    Known Participant
    March 23, 2014

    I've had some luck following the advice posted in another thread about the same issue. In that one the person suggested downloading the Creative Cloud desktop and then uninstalling the current version before installing the new one. That has worked for me and it's a bit faster than starting in safe mode every time.

    NightSkyGuy
    NightSkyGuy
    Inspiring
    November 22, 2013

    Here is how I resolved this recurring problem. Painful, but it's worked for me.

    First: I have Windows 7 Professional, 64 bit with McAfee virus protection.  I *thought* the virus scanner might be part of the problem, but disabling it didn't seem to change anything - so don't do that!

    Symptom: Creative Cloud Update (the one where you have a choice to "Install" or ... wait there is no other choice) fails to install with the less than helpful message "Failed to Install"

    Symptom: When you use Control Panel -> Programs and Features and attempt to UNINSTALL Creative Cloud Desktop, it present the unhelpful "Uninstall could not complete successfully" or something like that.

    SOLUTION 1:

    1. Get a shotgun.
    2. Point at any on-screen Adobe logo.
    3. Fire.
    4. Reload
    5. Fire again.

    Solution 1 is more for stress relief than for getting actual results and may be illegal in your home, town or workplace, so only do Solution 1 as as mental exercise. Then try Solution 2:

    SOLUTION 2:

    1. Shutdown your computer.  (Start -> Shutdown).  You want the power to go OFF, as a "Shutdown -> Restart" may not get you back to the right place.
    2. Power on your computer WATCH CAREFULLY
    3. BEFORE windows actually starts, press and hold the F8 key go get the Custom Start Menu.
    4. Select "Safe Mode with Networking"
    5. Click Start -> Control Panel -> Programs and Features
    6. Find "Adobe Creative Cloud" (mumble under your breath about how brain dead this software is <-- don't skip that part, it makes the process work better, trust me!)
    7. Right Click and select "Uninstall / Change"
    8. Let it run to completion. It should magically uninstall now, even if a prior attempt failed.
    9. Hop on your favorite browser.
    10. Navigate to https://creative.adobe.com/products/creative-cloud  NOTE: You may have to login to your account to get there.
    11. Click the download button.
    12. When done downloading, click to install.
    13. When done installing shout out "Take THAT! Hah!"
    14. Start -> Shutdown -> Restart
    15. Eventually you'll have to restart Creative Clod Desktrap, login again... etc.

    Cross fingers and hope Adobe doesn't release another Cretin Clod Desktrap update tomorrow, and the day after that, and the week after that... If they do, restart at Solution 1, step 1 again.

      B
      Brad S.
      Known Participant
      December 22, 2013

      It seems like there's an update every week, and every week I have to start in safe mode and deal with this garbage. This has been a problem forever, with Air and Acrobat products and now the same "feature" is built into CC. Adobe, you really need to get your act togather. I'm paying more than $50 a month for garbage.

        ProDesignTools
        Community Expert
        ProDesignToolsCommunity Expert
        Community Expert
        December 23, 2013

        The Creative Cloud desktop app has been updated once per month, per the release notes.

        http://helpx.adobe.com/creative-cloud/release-note/cc-release-notes.html

        馨
        馨力陽
        Participant
        November 18, 2013

        same here! this is very upsetting and unacceptable!

          S
          smaggos
          Participant
          November 12, 2013

          Adobe, you need to FIX THIS! I have had this problem over the past several months many times and I am sick to death of dealing with it. FIX IT!!!!!

          UPDATE: Maybe this will help those having this issue.

          1. Download the "CreativeCloudSet-Up.exe".

          2. Right-click the exe and select "Run as administrator".

          3. After it installs, right-click the "Adobe Creative Cloud" desktop icon and again select "Run as administrator".

          This is has been working for me recently.

            D
            dynodigi
            Participant
            April 13, 2015

            I've been having this problem for TEN YEARS

            B
            Brad S.
            Known Participant
            April 13, 2015

            That's one of the beautiful things about Adobe. Just when you think you've rid yourself of a problem, just when you think they might have fixed something, it rears it's ugly head again 2 or 3 versions later. Snapping problems, coordinate rounding errors, the installation of Creative Cloud, the installation of Air, the installation of Acrobat, etc. etc. etc. etc.

            It's quite amazing that a company of Adobe's caliber and importance in so many people's lives can continue to **** up so badly over and over and over again.

              Rajashree Bhattacharya
              Rajashree Bhattacharya
              Legend
              September 11, 2013

              Hi Free ThrowAce,

              You can try this :

              Please rename OOBE to OOBEE.OLD Folder from the following location

              location in Window C:\Program Files (x86)\Common Files\Adobe

              location in Mac: library>.application support>>Adobe>> OOBE

              After renaming the OOBE folder please uninstall Adobe creative cloud from the cleaner tool and re-installed the product from from www.creative.adobe.com/apps

              PS: Please uninstall Creative cloud connection if you see in Cleaner tool.

              As the above discusson also mentions renamimg, Please disable the firewall of the system & network & then retry.

              You can also refer this link for more input: http://helpx.adobe.com/creative-cloud/kb/troubleshoot-cc-installation- download.html

              Incase the error still persists, then the next best step would be to review your installation logs to determine the exact point of failure.

              Please see Troubleshoot with install logs | CS5, CS5.5, CS6 - http://helpx.adobe.com/creative-suite/kb/troubleshoot-install-logs-cs5 -cs5.html for information on how to locate and interpret the

              installation log files.

              Please feel free to inbox log file privately.

              Regards,

              Rajshree

                B
                Brett A HansonAuthor
                Participant
                September 11, 2013

                Well, I tried your steps and it still has the same error. I found the install log it was called "Adobe Setup Error.log.gz. I went to the link that you provided and scrolled to the bottom of the log and I got this error "

                ERROR: DW040: The product "{7F311193-9368-453B-989F-939FEBF374CC}" is not installed. Cannot proceed with the uninstall"

                ProDesignTools
                Community Expert
                ProDesignToolsCommunity Expert
                Community Expert
                September 12, 2013

                Hi Ace, run the Adobe Cleaner Tool, reboot – and then try the Creative Cloud direct links to download whatever CC app(s) you want, or the CC Desktop... 

                Be sure to follow the important instructions there for the direct downloads...  Hopefully you'll have better luck.

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