Skip to main content
R
Rmccoy1
Participating Frequently
August 20, 2015
Question

CC app crashes with every update. Client can't install updates!

  • August 20, 2015
  • 4 replies
  • 1085 views

I have an active member that I have to rebuild their CC application with every update. When the updates are available, and the client tries to install, the CC App locks up and they can do nothing, until I run the whole gambit of uninstalling, CC cleaner, reg hack, re-invite, re-install. The app will work just fine till the next round of updates, then I have to repeat the cycle again. This is absolutely freaking insane to have to go through this process every time there's an update. I have 10 licensed and active clients, and this one is the only one that breaks at every update cycle... WTH is H? 

Message was edited by: ROBERT MCCOY

This topic has been closed for replies.

4 replies

R
Rmccoy1Author
Participating Frequently
September 18, 2015

The only fix right now is to run the user as an administrator of the local machine... not standard domain security policy standards.

jrp78
jrp78
Participating Frequently
September 28, 2015

What about giving the standard user full access to specific Adobe folder? Would that work?

R
Rmccoy1Author
Participating Frequently
September 28, 2015

 

jrp78, I did that, the Adobe tech did it, and the client still couldn't update. The error came when I signed into the local administrator account, then signed into CC with the standard users account to run updates for them. Once that happened, nothing fixes it that has been suggested by Adobe. The CC app will only work when making the standard user an administrator, until I re-image the machine, and never run the CC app from the administrator side.

Also, I ran all the recommended fixes for both administrator and user accounts on the machine, and it still errors out.

Then I set the user account up a spare machine, but did not use the administrator account to do anything with CC App, and the standard user account worked just fine with CC App. Downloads, updates, installs all ran as normal. Then I signed in as the administrator with the CC App... and guess what... it did the same thing. CC would only function for the standard user after making them an administrator.

No comprende?

R
Rmccoy1Author
Participating Frequently
August 31, 2015

Okay,

So this is really screwed up. I set the client up on a completely different PC. Signed them out of the originally PC that was having all the issues. On the new PC everything worked great with the Adobe CC app until I switched user from their Standard user account, and signed in as the domain administrator, then signed in to the Adobe CC App with the Users Adobe credentials to do an update. This process breaks the Adobe CC app permissions on the same machine (and it shouldn't). When I log back in as the Standard user to the PC, then sign in to the Adobe CC App, the Adobe App crashes as mentioned above with the "Download Error".

When I change their Standard account to a Administrator Account on the PC, then the app works correctly again... this is not good practice, since we do not want Standard Domain Users to have Administrative rights to the local PC.

So how is this process to be fixed? The Adobe CC App must be installed with Administrative Rights. Then the Adobe App should work no matter which account is signed in on the PC. The client should be able to run Creative Cloud updates and installs signed in as a Standard User to their PC, right? 

Never sign in to the machine as the domain administrator, then sign into the Adobe CC App as the client to do updates this breaks the App for the client?

Sheena Kaul
Sheena Kaul
Legend
August 31, 2015

Robert I would request you to Contact Customer Care where the agent can help you fix the issue.

R
Rmccoy1Author
Participating Frequently
August 31, 2015

Hi Sheena,

Thanks. I let an Adobe Customer Care tech take control and do their v o o d o o on the Adobe CC program; stopping all Adobe services, deleting all necessary Adobe folders, ran CC Cleaner, re-installed CC App, and it worked... till you reboot the machine, then the app crashes again. So something is re-writing the permissions to the administrator account and the normal user can not use the CC App anymore. The only solution right now has been to make them a local administrator of the computer to be able to run the App all the time after reboots, etc. This is not a good security policy to allow a standard user to be admin of the local machine... malware city if they are not computer literate and savvy. Still it's not good protocol.  

Pattie-F
Pattie-F
Legend
August 25, 2015

moving  to Creative Cloud Download & Install

R
Rmccoy1Author
Participating Frequently
August 20, 2015

I have followed all the instructions verbatim with executable unistaller for a Win 7\64. It will sign in in the account and go to the apps tab and fail every time until I go through the complete unistall, Cleaner, re-install. What is breaking the permissions on this local user account.

Creative Cloud Help | Uninstall the Creative Cloud desktop app

Sheena Kaul
Sheena Kaul
Legend
August 21, 2015

Hi Robert,

Please refer to the help document below:

Download Error in Apps tab of Creative Cloud Desktop Application

You may also refer to the threads below:

Creative Cloud - Download error - stubborn error

Re: Creative Cloud "Download Error" message

Regards,

Sheena

R
Rmccoy1Author
Participating Frequently
August 21, 2015

Hi Sheena,

Thanks for the tips… I tried the steps as mentioned across all user accounts on the PC: signed out CC Desktop, quit the CC Desktop, stopped Adobe Services, ended all Adobe processes, deleted the AAMUpdate and OOBE folders for all user account on the PC, deleted %temp% files, rebooted, signed in with the actual user account that runs the CC, opened CC Desktop App, signed in, and… Nothing! The app wheel just spins and has been spinning for over 30 minutes now. Stopped the desktop app… signed out… quit… signed back in and the same download error again.

This all started happening after the client had signed in over three times on different computers… and had to sign out to sign in… but we signed Adobe app out of all instances… removed those installs… uninstalled everything related to the license on any computer… re-installed on the one computer… and the problem is persistent no matter what we try to do.

Is there anything on the Adobe Server side that could be causing License\permissions issues that maybe showing the account with too many sign-in’s? How do we reset the license and syncing with the Adobe server?

My next approach is going to re-image the computer, start from scratch with Adobe invitation and new install, like the computer has never seen Adobe before with a clean appdata and registry.

I just feel the registry\user profile appdata is corrupted somehow… the re-image and re-install should work. I’ll keep you posted on the results. The re-image is scheduled for 29 Aug.

Robert McCoy

IT Technician III

<Removed by Moderator>

<http://www.travelnevada.com/>

Terms & ConditionsAccessibility statement
Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices