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algytaylor
Participant
April 19, 2021
Question

Creative Cloud - cannot install, vague error message

  • April 19, 2021
  • 1 reply
  • 1038 views

Hi all,

 

I had Creative Cloud and several apps (Photoshop, InDesign) running on my M1 macbook pro up until last night / this morning.  Everything worked reasonably well, bar occasional Indesign crashes (possibly rosetta 2 related tho, wasn't concerned)

 

This morning, I tried to open Photoshop.  It told me that I needed to enter a code, sent to my Gmail account.  I subsequently did said action, then ... nothing.  A blank white screen, all I could do was close the screen, and with it Photoshop.  Tried reopening again, and got a vague error message:

 

"ERROR

 

There was an error with this action.  Try again later."

 

The same error message appeared for every program I'd got installed.  So, I thought, maybe I should just uninstall CreativeCloud and reinstall it.  However, this has got me no further along.  I've tried running the Adobe Creative Cloud Cleaner Tool multiple times.  I've tried multiple methods of installation, e.g. this one:

https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html

 

But have got nowhere.  Any ideas?  Any help would be much appreciated.

    This topic has been closed for replies.

    1 reply

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    April 19, 2021

    first, reset the cc app:

    to 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/reinstall per the above link

    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, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html
    clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
    check for, and if available, update your os
    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 install 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

      A
      algytaylorAuthor
      Participant
      April 19, 2021

      Thanks 🙂 I've followed those steps, but during (re)installation, have been given a message

      "SERVER DISCONNECTION

       

      The installer cannot download Creative Cloud because Adobe's servers aren't reachable.  CHeck the Adobe status page for an ourage and retry the installation later. (Error code: 206)"

       

      However, I've checked the status page (https://status.adobe.com/?mv=product&mv2=accc) and that says that Creative Cloud is available (experience cloud has a major issue, though ...).  I've got my firewall etc turned off & AV shut off, and I definitely have an internet connection as I'm writing this 🙂

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      April 19, 2021

      if you're unable to install 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

       

      but even once you install the cc desktop app you'll probably need to fix your connection to install any programs.

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