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A
alessioamarin
Participant
December 4, 2019
Question

Creative Cloud Installation Hanging

  • December 4, 2019
  • 1 reply
  • 326 views

I uninstalled Adobe CC some time ago after having cancelled my subscription due to financial issues, but am now attempting to reinstall it as I have purchased a Photoshop subscription. Unfortunately, it doesn't install properly; it will hang at 17.5%, or 18%, or 42%, or whatever it may be - the point is, it gets stuck.

 

I don't use Windows Firewall but have tried adding a new rule for the setup .exe file in addition to disabling my anti-virus, running the program as administrator and using the Adobe CC Cleaner tool.

 

Nothing seems to be working and I can't find a solution on the forums.

 

Thanks for the help 🙂

This topic has been closed for replies.

1 reply

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
December 5, 2019

Alessio, sorry you are facing problems with the installation process. Please check the install logs to determine the error that is causing the error to pause. For information on how to locate the log files see  https://helpx.adobe.com/creative-cloud/kb/troubleshoot-download-install-log-files.html.

A
alessioamarinAuthor
Participant
December 11, 2019

There is no error message; the installer remains open with the download percentage and time-remaining being stuck.

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
December 11, 2019

Ok, Alessio, I am sorry you were unable to locate any errors within the log file.  Please download and run the CC Log Collector Tool from http://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html.  Once you have uploaded the log file, then please contact our support team at https://helpx.adobe.com/contact.html so direct assistance can be provided to locate and resolve the current error.

 

If you do locate any fatal errors, using the process listed in https://helpx.adobe.com/creative-cloud/kb/troubleshoot-download-install-log-files.html, then please update this public forum discussion

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