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defaultsztgr8oyrjdw
Participant
December 13, 2020
Question

CC won't install no call back for 10 days!!!

  • December 13, 2020
  • 4 replies
  • 290 views

I purchased a subscription for Photoshop and Lightroom but neither CC or either program will install. I have been told every day I will be receiving a call back from customer support within 24 hours but have not yet been called and it's been 10 days! At what point (if ever) do you intend on servicing your product? 

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4 replies

Peru Bob
Community Expert
Peru BobCommunity Expert
Community Expert
December 14, 2020

@Jeffrey_A_Wright 

Peru Bob
Community Expert
Peru BobCommunity Expert
Community Expert
December 14, 2020

Try Chat again.

You may get a different agent that might be able to provide better help or ask to have the issue escalated.

Adobe Customer Service:
https://helpx.adobe.com/contact.html?step=STAM_downloading-installing-setting-up_serial-numbers-rede...

    Peru Bob
    Community Expert
    Peru BobCommunity Expert
    Community Expert
    December 14, 2020

    Already went through all the Adobe suggested fixes. 

    Is this what you tried?

    https://helpx.adobe.com/creative-cloud/kb/troubleshoot-download-install-logs.html#error201

     

    Did you try a different browser?

      D
      defaultsztgr8oyrjdwAuthor
      Participant
      December 14, 2020

      Yes, I already tried that. Tried different browsers. Tried uninstall and reinstall. Nothing has worked and Adobe won't call back to help.

      Jeffrey_A_Wright
      Jeffrey_A_Wright
      Legend
      December 16, 2020

      Default, I am sorry you are encountering problems using the Creative Cloud Photography plan.  I am showing that you are currently in contact with our support team and that case ADB-16757983-C5F7 is currently escalated.

       

      You can use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to update your active support case.

       

      I would also recommend you review and bookmark https://helpx.adobe.com/download-install/kb/apple-silicon-m1-chip.html so you can be kept up to date on any issues that may affect your newly purchased Mac.

        Peru Bob
        Community Expert
        Peru BobCommunity Expert
        Community Expert
        December 13, 2020

        do you intend on servicing your product? 

        This is a user to user forum, not Adobe support.

         

        That said, let's see if we can help:

        What are the complete computer specs, including hard drives (how many, what kind, what is on each, and how full)?

        What, exectly, happens when you try to install it?

        Is there an error message?  If so, exactly what does it say?

          D
          defaultsztgr8oyrjdwAuthor
          Participant
          December 14, 2020

          Brand new Macbook pro M1 with 256gb ssd. Nothing installed yet so full memory. Error 201 on installation attempt. Stalls at about 4% every time.Already went through all the Adobe suggested fixes. 

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