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corneillee61417501
corneillee61417501
Participant
May 16, 2018
Answered

Checking Update problem

  • May 16, 2018
  • 3 replies
  • 2569 views

Hello.

since the installation of Creative Cloud I have this update problem that prevents me from downloading applications.

I really need help.

thank you.

This topic has been closed for replies.

3 replies

C
CraigClarkson
Participant
August 2, 2018

The answer marked as the correct answer did NOT fix the issue. I uninstalled all my Adobe products, nuked OOBE, and reinstalled the Creative Cloud desktop app. I have logged out and back in countless times, relaunched the Creative Cloud desktop app countless times. Now I'm stuck and cannot install any of the applications for which I have a license. When I attempt to install the applications from my account at Adobe.com, it spawns a web page that informs me Creative Cloud desktop application will open and install the product (for example, PhotoShop). The Creative Cloud application doesn't do a darn thing. There is no Apps "tab" at the top; just Learn, Assets, Stock, and Behance. The Assets tab is the one that has the never-ending "Checking for update."

C
CraigClarkson
Participant
August 2, 2018

I had a loooong tech support chat with an excellent support rep from Adobe. It took a long time, but we did finally solve it. It was drastic.

1. Uninstall everything Adobe; and I mean everything. I even uninstalled Flash, Acrobat, Acrobat Reader. Anything and everything Adobe (except for some fonts). There is a helpful tool out there called AdobeCreativeCloudCleanerTool.exe

2. Use Task Manager to make sure all Adobe related processes are stopped. Look specifically for processes that begin with "Adobe" and a background process named "Creative Cloud" that is different than the user-interactive "Adobe Creative Cloud." We had particular struggles with the "Creative Cloud" background process and another background process called "Adobe IPC Broker." End task on the IPC Broker first, then end task on Creative Cloud, then wait and check for re-appearance.

3. Once all Adobe processes and services are stopped, delete the Adobe folders in any of the following locations.

  • C:\Program Files
  • C:\Program Files\Common Files
  • C:\Program Files (x86)
  • C:\Program Files (x86)\Common Files
  • %appdata%\Local
  • %appdata%\Roaming
  • %appdata%\LocalLow

4. If you cannot delete one of these Adobe folders, it is likely because there is still a process running. Return to Task Manager and try again.

5. Reboot

6. Check processes in task manager and folder locations. Once it is all clear, do a fresh install of Creative Cloud desktop application.

My Creative Cloud desktop application finally came up with an Apps tab, performed an update and I am now reinstalling the Adobe programs I find essential.

HTH.

Abambo
Community Expert
AbamboCommunity Expert
Community Expert
August 3, 2018

CraigClarkson  wrote

I had a loooong tech support chat with an excellent support rep from Adobe.

I will bookmark and send poeple to this thread, when they claim that Adobe does not do support for their users. :-)

Thanks for the update, this will be very helpful for all of us.

ABAMBO | Hard- and Software Engineer | Photographer
    M
    mkresta
    Participant
    May 27, 2018

    I'm having the same problem. I need to update Premiere at home so that I can work on projects created at work (that computer automatically updated) and I cannot update it. When I go to my account online just to re-install Premiere (short term fix), it asks me to purchase Premiere even though I have the subscription for everything.

    To add insult to injury, I was on chat with support and they took over my computer. All of a sudden support released my computer. I tested, it still was "checking for update" and went back into my account to check the status, and chat support was closed.

    We REALLY need an answer to this problem. So far I have:

    deleted all files in OOBE

    Used cleaner to delete Creative Cloud, restarted computer, then reinstalled Creative Cloud

    A
    Community Expert
    AxelMattCommunity ExpertCorrect answer
    Community Expert
    May 16, 2018

    Take a look here: Available updates not listed for Adobe Creative Cloud applications

    My System: Intel i7-8700K - 64GB RAM - NVidia Geforce RTX 3060 - Windows 11 Pro 25H2 -- LR-Classic 15 - Photoshop 27 - Nik Collection 9 - PureRAW 6 - Topaz Photo AI
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