Inspiring

Answered

Creative Cloud - Download error - stubborn error

Forum|Forum|12 years ago
February 20, 2013
10 replies
74045 views

This seems to be inconsistency quality assurance going on with Creative Cloud using Adobe Application Manager, I always get this stubborn - darn stubborn error message "Download error. Please contact customer support." In this case, I have no idea what the darn problem since it never gave me the reason as to what kind of error message that caused this stubborn download error.

I have no problem updating Creative Cloud apps on Mac Pro, but I am having this stubborn problem on my other computer - more specifically, MacBook Pro 17" unibody operating on Mac OS 10.8.2 (the latest version) Mountain Lion.

I have to say that I was very disappointed, because I had switched to Creative Cloud subscription from traditional Master Collection CS6.

This quality of service with Adobe Creative Cloud subscription proved worthless and unreliable and if this continue being this way, why should I continue to use Creative Cloud where it failed to download or not able to download at all? Why should I continue to pay subscription fees - even if I pay for annual contract.

I felt that I was ripped off by Adobe with faulty unreliable subscription service through Creative Cloud.

Please, please and please provide me a remedy solution. I have tons of project that I am working on.

Deeply disappointed.

Long time Adobe consumer for years!!!

BEST of the BEST crap experience with Creative Cloud - that is based on my experience!

Brian

This topic has been closed for replies.

Correct answer felsherif

This worked for me! Nothing else was working. Worked fine on my iMac, but not on my Macbook Pro. Thanks for posting the workaround. And adobe: now fix it!

I had a lengthy chat with a Support Agent and finally solved my issue by enabling my root user... after many trial/error attemtpts. Here is my summary just fyi, I hope it works for you too.

I'm on MacBook Pro OS X 10.8.5.

They first had me go to ~/Library/Applications support/Adobe/OOBE and delete the file "opm.db" .... Creative Cloud issue remained.
Then they asked me to go to ~/Library/Applications support/Adobe and rename the folders "AAMUpdater" and "OOBE"... and go to Library/Applications support/Adobe (note it's a different path) and remane the folders "AAMupdater" and "AAMupadaterInventory"... issue still remained.
They also had me go to my Netwrok Prefrences, Proxy server to Configure, and enusre all boxes are unchecked, and "Use Passive FTP Mode (PASV)" also unchecked... did not help, issue remained.
Of course they had me unistall then reinstall the Creative Cloud application, which I did (Applications>Utilities>Adobe installer and run the "Uninstall Creative Cloud")... but the issue remianed.
Finally, they had me visit this page on Apple's support page, http://support.apple.com/kb/ht1528 and enabled the root user for OS X Lion.
1. After enabling the root user (and creating a new password for it), I rebooted my Mac
2. Logged in my Mac once as "root" and logged in to Adobe Creative Cloud using my usual Adobe username/email and password.
3. Went to the "Apps" tab, and it worked perfectly!
4. I logged out of root on my Mac, then logged back in as myself.
5. Launched the Creative Cloud app, logged in and went to "Apps"... works just fine!

I don't like my root user enabled. So I went back and disabled it (per the same Apple instructions above), and the Adobe Creative Cloud still works fine.

macsavers

Participant

This happened to me today. I've had this MacBook Pro since 2012. I've had CC for the same time. There's no reason why it would stop working. It's been fine until recently. Now it won't update and none of the solutions are working. I did the root user, but I had to log into the root user and do the updates. Once they were done, I disabled the root user and the problem is back. So this isn't a real solution. It's a pain-in-the-arse workaround. Seems the only real solution is the uninstall everything and start from scratch.

When did Adobe become Microsoft?

S

sillybomb

Inspiring

I am having the same issue and have tried all the suggested solutions except to sudo-delete directories as I don't trust myself not to delete the wrong thing.

Can Adobe fix this problem?

Their help page leads me to a list of errors however my error has no number ID

Rick Fox

Participant

I was experiencing all the same issues described in this post and also tried all the work arounds and solutions mentioned, however nothing worked for me. Then I did what Torah (above) tried with the Adobe Application Manager and it also resolved the issue. Thanks Torah

E_Zebley

Participating Frequently

I downloaded and installed Adobe Application Manager and it resolved my issue.

jmannering

Participant

This options proposed seems like a "major hack / workaround" rather than a fix. Props for getting it working though! I have been using Creative Cloud Manager on my Mac for months with no issues so I suspect it is something introduced in a recent release. Unless there is a major update / release to any of the Adobe apps that I use I am rather going to wait for a more correct and permanent solution.

lsalwiel

Participating Frequently

Did you upgrade to Yosemite? My problems seemed to start then

N

ngeosone

Participant

Working with root user is not really an option, after logged back with regular user, app didnt work. What solves the problem is what is provide by alofkrantz

lsalwiel

Participating Frequently

Yeah I spoke too soon. Whilst it works in Root when I log back in as me no joy as well. I'll go back and try what you suggest. Ugh too much time lost to figuring out these problems - as with others help desk was not too helpful. I am trying to decide whether I should ask for a rebate for time lost on the subscription...

TMB80

Participant

I have the "Download error" message, I seem close to a fix. Can someone suggest the proper way to go?

I used Migration Assistant to move information from a relatively new MacBook Pro to a brand new iMac, both on Yosemite. Everything transferred very well (email, docs, photos...). Photoshop and Bridge transferred well. I can use both with no apparent performance problems (though briefly it seemed to think I was on a trial subscription). Only Creative Cloud did not transfer well. The cause (I believe) was this: For the migration, I had a slight change in user name from MBP to iMac and the files could not be located (I think). When I hit restore, it seemed to be looking for the old name (from MBP) and understandably could not find the old name. It said something like "turn file sync off" and "location can be reset in file preferences." And that's the problem. CC>Apps says, "Download error. Please contact Customer Support." CC>Preferences>Apps does not permit any entry of information. "App Language" is grey and "Install Location" does not allow a choice; it says "Default location." I think if I could activate this screen, I could fix the problem. The problem is I will be unable to update PS or Bridge, indeed unable to check for updates even, because I have no list of apps in CC. When I check for updates "the old way" directly from PS, it runs very briefly but shows me nothing. Can anyone suggest how to eliminate the download error message and get the list of apps to appear in CC?

Other information. In trying to fix this, I have tried some approaches that have gotten me close to a solution, but not quite. During this process, I have seen some other messages. "Please close all instances of Adobe application manager to continue" came up for a while. No "instances" were running according to Activity Monitor, but I still couldn't proceed. That message disappeared after I quit CC...when I opened CC again, I returned to the download error message. I'm reluctant to do some of the more radical suggestions posted because I am concerned about making things worse. After all, I can use PS and Bridge; it's only future updates that I think will be unavailable. BTW, I have File Sync turned off. An early message told me to do that, and I don't want to use the cloud. Thanks in advance for any suggestions.

vancliff

Participant

For Windows users. Go to safe mode on startup with F8. Is the only way.

dustinhamilton

Participant

Hi, I tried everything in every forum I could find online to try to fix this error and couldn't.

I finally fixed it by deleting literally every single file or directory (other than print related functions) that had the word "Adobe" or "adobe" in them.

I did this by:

opening terminal
sudo su
cd /
find . -name *Adobe* (and also non case sensitive)
Open another terminal window and deleting each file or directory with that name in it
Delete with rm -r file_name

After that, I installed Creative Cloud and it worked

A

ArrueiraVermelha

Participant

I am having the same problem on Win 7 64x. I have a full Creative Cloud subscription. The problem is the same no matter to what network my PC is connected to (home or work). Finally I do not have Norton nor McFee nor other known buggy anti-virus. It started yesterday. So CaramelMacchiato is not the only one having that issue, just maybe the only one who bothered to seek help in the forums. Like I've just done

A

ArrueiraVermelha

Participant

An hour dealing with Adobe's customer support and the solution was to reinstall the Adobe Application Manager. Wow (sarcastic) - It is amazing how long their "senior" technician took to figure that one out... geez.

A

anastasia_zapolzun

Participant

Thank you very much! You saved my nerves! That only thing with reinstalling Application Manager did help me

C

CaramelMacchiatoAuthor

Inspiring

Can anyone help?

Jeffrey_A_Wright

Community Manager

CaramelMacchiato please keep in mind that you are posting to the Adobe forums. If you are looking for immediate assistance then I would recommend contacting our support team.

From the behavior you have described it would appear you are facing a network configuration issue with the Adobe Application Manager. Are you on a managed network? If so then I would recommend contacting your I.T. department.

If you are not on a managed network then please see Sign in or activation errors | CS6, CS5.5 Subscriptions, CS6 Perpetual - http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html.

C

CaramelMacchiatoAuthor

Inspiring

Jeff,

My Macs are at my residence. I have home office working at my residence office right here. Our cable broadband is high speed broadband operating in closed network connected with secured WiFi with password to access the closed network at my residence.

I also have Norton Internet Security enabled.

Support team has not been very helpful... they don't konw what they are doing at all. No point seeking their help. I come here to seek some help right here on the forum where there are many knowledgeable volunteers helping other people like myself. The support team over the years has been totally 110% unreliable with no mission accomplished and I do NOT have time sitting around waiting for the answer... with LONG delay of waiting. I like old days dailing up by pressing "0" operator, they give the assistance and get help fast like there is no tomorrow. What is wrong with these days with lousy horrible and unreliable customer service experience. Adobe DO have money to provide better customer service experience? Why is that they shifted or outsourced the work to oversea... and many jobs were at loss in North America... Enuf said.

That said, I am not willing to waste my time trying to find solution for this problem. I have to say that I am a little annoyed that I am still seeing the same problem over 10 times today!

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