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gnurotic
Inspiring
September 19, 2022
Answered

CC Not Updating

  • September 19, 2022
  • 3 replies
  • 1099 views

My Creative Cloud App on MacOS Big Sur only functions intermittently.

 

Today it indicates that I have an update for Photoshop available, but when I clicked the update button nothing happened. I also got a pop-up that said a new version of the Creative Cloud App available and I clicked to download and install it.  Again nothing happened.  This not the first, or even the tenth time this has happened. Can someone please explain what is going on here?

This topic has been closed for replies.
Correct answer kglad

reset the cc desktop app: make sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

if that fails, try to repair
https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails go ahead and uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging and then reinstall

if that fails, do a clean cc install following each applicable step:

uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html
then uninstall the cc desktop app, again 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
repair all ms visual c++ versions that can be repaired.
update your ms visual c++, if it can be updated
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

3 replies

geophrian
geophrian
Known Participant
September 20, 2022

Same issues. Have tried repairing CC, resetting, reinstalling, etc. No luck. I just have to try and try again wasting hours of time with each install. 

 

It's not connectivity. Literally just downloaded 8+ Gb of video footage from a client before this from Dropbox and only took a few minutes. Its not new, but does seem worse lately. Before it would be occassional. Now, it's every single time I try to insall the process stalls for a long time - sometimes never continuing again. Every install gets the "progress is slow" message. 

 

It's not my system. I have a 2021 Macbook Pro M1 Max, a 2020 Mac Mini, a 2019 Macbook Pro, and a 2012 Mac Pro tower. The tower and 2019 Macbook run on Big Sur, the Mini and 2021 Macbook Pro on Monterey. Same issue on every one of them.

 

Currently on my 4th attempt at re-installing AE (uninstalled due to crashing issues hoping this might help... bad idea). Been lingering between 40-50% for twenty minutes. 

 

Also, in reading up on this it seems this has been an issue for many others for many years so I guess ther's nothing we can do but complain into the void. Just figured I'd add my experience here in case anyone at Adobe ever decides to care about the user experience. Great software, terrible infrastructure. 

 

While typing this just got notified: "Installation Failed" and "Unable to reach Adobe Servers". So, yeah, to anyone else having this problem: There is NO fix. Adobe's servers are apprently an old Zip Drive connected to a dial-up modem. 

kglad
Community Expert
kgladCommunity Expert
Community Expert
September 20, 2022

@geophrian,

 

you probably need to install rosetta 2.  among the ways to do this is to start Photoshop with the Intel version.  here are two other ways, How to Install Rosetta 2 on Apple Silicon Macs (osxdaily.com)

 

that's been the solution to a recent surge in mac problems (with new apple silicon macs) caused by premiere pro (and after effects) installs resulting in exit code 183.

 

there are also the older problems and fixes, https://helpx.adobe.com/download-install/kb/fix-error-183.html,

but you should try the rosetta 2 install first, because its absence is most likely the cause of your problem.

    Jeffrey_A_Wright
    Community Manager
    Jeffrey_A_WrightCommunity Manager
    Community Manager
    September 19, 2022

    In addition to Kglad's suggestions, please also try the solution you utilized in 2021, Gnurotic.  You posted about encountering similar problems at https://community.adobe.com/t5/download-install-discussions/cc-app-updating-irregularities/m-p/12323067 a little over a year ago.  Are you still using the same computer?

    kglad
    Community Expert
    kgladCommunity ExpertCorrect answer
    Community Expert
    September 19, 2022

    reset the cc desktop app: make sure it's in the foreground, then press:

    Win: Ctrl + Alt + R
    Mac: Cmd + Opt + R

    if that fails, try to repair
    https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

    if that fails go ahead and uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging and then reinstall

    if that fails, do a clean cc install following each applicable step:

    uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html
    then uninstall the cc desktop app, again 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
    repair all ms visual c++ versions that can be repaired.
    update your ms visual c++, if it can be updated
    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

      G
      gnuroticAuthor
      Inspiring
      September 19, 2022
      CMD-OPT-R worked. Thank you very much.

      If I had needed to uninstall and reinstall all apps, that could have taken hours. If one is left with only that alternative for updating Adobe apps then there is something seriously wrong with Adobe’s updating scheme.

      Also, I get why this window pops up whenever I update anything through the creative cloud app, but why does it always pop up twice?
      ......Karma bides its time......
      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      September 19, 2022

      you're welcome.

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