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janh66011894
janh66011894
Participant
November 11, 2019
Answered

Creative Cloud Desktop App installation stuck at 15%. Tried every possible solution.

  • November 11, 2019
  • 1 reply
  • 1049 views

A few days ago, I received an update for the CC Desktop App, which got stuck at 35%. I aborted the update, but when I tried to open CC Desktop App, it wouldn't. Tried to repair, didn't work. Tried to uninstall with Desktop App Uninstaller, without success (said other installation was ongoing, even though task manager (I'm on Windows 10) didn't show any process). As I couldn't open the Desktop App, I could not uninstall my CC apps (Photoshop, Lightroom). Uninstalling through Windows Settings also didn't work, it gave a message that the uninstall.exe file was missing). Eventually, I managed to uninstall the CC Desktop App with the CC Cleaner Tool, but when I tried to reinstall the App (directly from my account), it got stuck every time at 14-16%. I then set Windows to an earlier restore point, but with the same result. Finally, I found a post here with instructions on how to manually remove all Adobe files from my computer. I did that and also used the clean tool and restarted the computer several times, before trying to install the CC Desktop App again. Unfortunately, the installer still gets stuck at 15%. I am at my wits end on what to do. My computer is in excellent shape and I have no problems installing other software. My CC Apps were always working fine. I just reinstalled Acrobat Reader DC without a hitch. What's going on with the CC Desktop App? Thanks in advance for any help.

    This topic has been closed for replies.
    Correct answer janh66011894

    Hi again! I tried to install the App with Windows Security disabled and as Administrator as suggested, but no luck. The installer got stuck again at 15%. Any other suggestions? I really appreciate your help. 


    After nothing worked for me, I came across this thread: https://community.adobe.com/t5/Get-Started/CC-Desktop-App-Installer-is-Stuck/td-p/9856848. The last post, by THRILLHO, gives direct download links for the CC Desktop APP and all the CC Apps. I was able to download and install them in no time. So, problem solved for now. However, it is beyond me why Adobe lets clients struggle for days with download and installation instructions that in many cases don't work when there is such a simple workaround... We're playing plenty money for the privilege to use Adobe CC products, so Adobe might as well make it easy instead of complicated to download and install its products by being upfront about alternative solutions for those facing difficulties. 

    Tacafy, again thanks for your help!

    1 reply

    Tacafy大尉
    Tacafy大尉
    Legend
    November 11, 2019

    janh66011894, good evening.
    One of the reasons for stacking seems to occur when the security software is enabled.

    Did you try to temporarily disable the installation?
    If that doesn't work, you can create a separate (PC) administrator account

    and install it from there. try it.

    janh66011894
    janh66011894Author
    Participant
    November 11, 2019

    Thanks for responding, Tacafy! 

    I use Windows Security. Will try tonight to switch it off and install the App again. When you say "Did you try to temporarily disable the installation?", are you referring to the installed security software? 

    I did try to install the App with Administrator rights, but the results were the same. 

    Will let you know tonight if disabling Windows Security did the trick.

    janh66011894
    janh66011894Author
    Participant
    November 12, 2019

    Hi again! I tried to install the App with Windows Security disabled and as Administrator as suggested, but no luck. The installer got stuck again at 15%. Any other suggestions? I really appreciate your help. 

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