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saw31
Participant
November 5, 2019
Question

Creative Cloud installation stalling on Mac OS Catalina

  • November 5, 2019
  • 4 replies
  • 3950 views

I've tried the uninstall process and the cleaner program, but there are some files the CC cleaner hangs on, I get the spinning beachball and it never finishes. I've tried to look at the CC log to determine the problem the AppletRelInfoRecords seems to cause fatal error, not sure what to do about that: 

 

11/04/19 17:23:04:510 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | Schema Version is 4
11/04/19 17:23:04:510 | [FATAL] | | ASU | PIM | PIM | | | 72376 | 0 | Error could not executeGeneralSQLQuery.
11/04/19 17:23:04:510 | [FATAL] | | ASU | PIM | PIM | | | 72376 | 0 | Failed DELETE FROM applet_relationship_info WHERE packageid == '35C1D2D9-66C5-4568-850B-6BBF396A179F'.
11/04/19 17:23:04:510 | [FATAL] | | ASU | PIM | PIM | | | 72376 | 0 | no such table: applet_relationship_info.
11/04/19 17:23:04:510 | [FATAL] | | ASU | PIM | PIM | | | 72376 | 0 | ERROR Failed to execute insert query DELETE FROM applet_relationship_info WHERE packageid == '35C1D2D9-66C5-4568-850B-6BBF396A179F'.
11/04/19 17:23:04:510 | [FATAL] | | ASU | PIM | PIM | | | 72376 | 0 | ERROR Failed to deleteAppletRelInfoRecords.
11/04/19 17:23:04:532 | [FATAL] | | ASU | PIM | PIM | | | 72376 | 0 | package installation failed and the return code was 1
11/04/19 17:23:04:532 | [ERROR] | | ASU | PIM | PIM | | | 72376 | 0 | Failed to install with return code: 1
11/04/19 17:23:04:532 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | PIMSqlite closeDB status 0
11/04/19 17:23:04:532 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | sqlite(pim.db) at path /Applications/Utilities/Adobe Application Manager is already closed
11/04/19 17:23:04:532 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | FREE PIM Instance ...
11/04/19 17:23:04:532 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | PIMSqlite closeDB status 0
11/04/19 17:23:04:533 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | sqlite(pim.db) at path /Library/Application Support/Adobe/Adobe Desktop Common is already closed
11/04/19 17:23:04:533 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | FREE PIM Instance ...
11/04/19 17:23:04:533 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | PIMSqlite closeDB status 0
11/04/19 17:23:04:533 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | sqlite(pim.db) at path /Applications/Utilities/Adobe Creative Cloud is already closed
11/04/19 17:23:04:533 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | FREE PIM Instance ...
11/04/19 17:23:04:533 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | Inside ~ApplicationDownloader()
11/04/19 17:23:04:564 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | Inside ~ApplicationDownloader(): Successfully deleted temp guid directory /tmp/adobeTemp/F59083B1-A9B2-44CD-8D32-300AABBDE72B
11/04/19 17:23:04:564 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | Inside ~ApplicationDownloader(): No existing files/folders found at /tmp/adobeTemp
11/04/19 17:23:04:564 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | Inside ~ApplicationDownloader():End

 

Can't understand why this is such a big problem to install, though many people seem to be having this issue with new Mac update! Would like to get back to work and not troubleshoot all day, thanks for any help in advance. ( Also tried from administer account, didn't work).

This topic has been closed for replies.

4 replies

E
episodeyang
Participant
January 30, 2020

Here is the solution, use the CC Cleaning tool per instruction here:

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

S
shannoncate
Participant
November 6, 2019

I don't know why, but after several attempts, restarting and trying again and again, I cannot get the installer past 21.5%. It is not addressed anywhere I can find on the help pages.

    Kanikas
    Community Manager
    KanikasCommunity Manager
    Community Manager
    November 7, 2019

    As a next step please download and run the CC Log Collector tool from http://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and then contact our support team at https://helpx.adobe.com/contact.html for direct assistance.  The log collector tool will upload the install logs and allow our support team to provide guided assistance with resolving the difficulties you are facing, Canrozcan. 

    A
    AnielaGR23
    Participant
    November 5, 2019

    I have the same problem, when it starts to download the creative cloud it suddenly stops at 21.5%. What can we do? 

    Kanikas
    Community Manager
    KanikasCommunity Manager
    Community Manager
    November 5, 2019

    Hi there, 

    Since you are facing the issues, please use the cleaner tool and remove all the Creative Cloud apps: https://helpx.adobe.com/in/creative-cloud/kb/cc-cleaner-tool-installation-problems.html. Once done please use this link to download the Creative Cloud desktop app: https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html#ProblemsinstallingTryalternativedownloadlinks. 

    From the app, please download the Creative Cloud applications. 

     

    Let us know if this works for you. 

     

    Thanks 

    Kanika 

     

      Jeffrey_A_Wright
      Community Manager
      Jeffrey_A_WrightCommunity Manager
      Community Manager
      November 5, 2019

      Saw31, what error message do you receive when you attempt to install the Creative Cloud desktop app?  The error will be recorded within the log files.  For more information, please see  https://helpx.adobe.com/creative-cloud/kb/troubleshoot-download-install-log-files.html.

      S
      saw31Author
      Participant
      November 5, 2019

      Jeff is this it? This from the ACC.log 

       

      11/04/19 17:23:04:510 | [FATAL] | | ASU | PIM | PIM | | | 72376 | 0 | Error could not executeGeneralSQLQuery.
      11/04/19 17:23:04:510 | [FATAL] | | ASU | PIM | PIM | | | 72376 | 0 | Failed DELETE FROM applet_relationship_info WHERE packageid == '35C1D2D9-66C5-4568-850B-6BBF396A179F'.
      11/04/19 17:23:04:510 | [FATAL] | | ASU | PIM | PIM | | | 72376 | 0 | no such table: applet_relationship_info.
      11/04/19 17:23:04:510 | [FATAL] | | ASU | PIM | PIM | | | 72376 | 0 | ERROR Failed to execute insert query DELETE FROM applet_relationship_info WHERE packageid == '35C1D2D9-66C5-4568-850B-6BBF396A179F'.
      11/04/19 17:23:04:510 | [FATAL] | | ASU | PIM | PIM | | | 72376 | 0 | ERROR Failed to deleteAppletRelInfoRecords.
      11/04/19 17:23:04:532 | [FATAL] | | ASU | PIM | PIM | | | 72376 | 0 | package installation failed and the return code was 1

      Jeffrey_A_Wright
      Community Manager
      Jeffrey_A_WrightCommunity Manager
      Community Manager
      November 5, 2019

      We are looking for errors from the install log.  If you are on Mac then the logs will be located in /Library/logs/Adobe/Installers/.  Please do not confuse this with hidden User Library in Users/<Username>/Library/logs/.  This is a common error when individuals are attempting to locate their installation logs.

       

      As an alternative, you can also download and run the CC Log Collector Tool from http://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and contact our support team at https://helpx.adobe.com/contact.html for assistance with resolving the error.  You will be given a unique identifier which you can provide with a member of our support team, so they can locate your log files.

       

      I look forward to your update, Saw31.

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