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Tom25739267n69j
Participant
August 23, 2022
Answered

Creative Cloud stuck on updating and cannot install adobe apps

  • August 23, 2022
  • 3 replies
  • 932 views

Running macOS Monterey (previously Mojave) on a 2016 Macbook Pro.

 

I initially noticed this problem when I tried to install Lightroom, I noticed after a while that it had not installed. I then noticed the issue as see in the screenshot, It was stuck on updating.

Since then I think I have followed every "solution" on this forum and have yet to have the issue resolved. Yes I have restarted. Yes I have reinstalled. Yes I have used the Creative Cloud Cleaner tool. None of it has worked. Still the Issue persists, I don't understand how it can have anything to "update" when I have just reinstalled the latest version. I even updated to Monterey from Mojave to ensure that that wasn't the problem (breaking some 32bit apps I used through wine). Anyway my point is that I have tried it all and I'm hoping that an expert on the forum can help.

 

I've attached all logs retrieved via the Log Collector tool as well as the terminal output from launching Creative Cloud from terminal.

 

Happy to provide any additional infomation or files. Thanks in advance to anyone willing to help.

This topic has been closed for replies.
Correct answer kglad

if the problem arose as i mentioned, you should go through the reformat fix. otherwise, using a browser that allows popups and cookies, contact adobe support by clicking here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true.

p.p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

3 replies

Dsgngrp
Dsgngrp
Participant
November 9, 2022

I had this problem on my Mac Pro, Running Ventura 13. Was stuck updating Creative Cloud at 0%. I literally spent days going through all the proposed solutions, none worked. Uninstalls and reinstalls of the entire cloud, associated files. Updating the Login Items, clearing the Activity Monitor. Even logging in under a different Cloud Account. Nothing solved it.

 

Things I tried that didn't work:
1. Quitting and Restarting Machine
2. Running Installer with Repair
3. Uninstalling Creative Cloud (Required Special App from Adobe)
4. Uninstalling all Adobe and Related Product Files (Complete Wipe of Adobe)
5. Reinstalling from Scratch
6. Using Personal Cloud Account
7. Using Different Network (Tried at Home)
8. Connecting with Adobe Support (Says I have to Contact Company Admin)
9. Logging out and Re-Logging In to Account
10. Terminating Adobe Related Login and Startup Items
11. Killing all Adobe Related Items in the MacOs Activity Monitor


Simple Solution that worked:
Create a new mac user and do a fresh install. Worked perfect! (note I didn't login back into my apple account. Not sure if that affected it.

    David__B
    Adobe Employee
    David__B
    Adobe Employee
    August 23, 2022

    In addition to Kglad suggestions (if you haven't already tried this)

    1. Use the appropriate Creative Cloud desktop uninstaller from here: https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html
    2. Reboot
    3. Reinstall from the Alternative download links here: https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html
    4. Reboot and test
    T
    Tom25739267n69jAuthor
    Participant
    August 23, 2022

    Thanks for your response and suggestion however this did not work.

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    August 23, 2022

    there's a problem if you installed cc on one os when it broke, and then you updated your os and are now trying to repair it.  if that's what occurred you may need to reformat your hard drive, install your os and then install the cc desktop app to fix the problems.

     

    short of that drastic remedy, do each of these exactly as stated, in the order stated even though you will be reluctant because you've done most of it almost exactly as stated:




    uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html


    then uninstall the cc desktop app, using the correct uninstaller, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging


    clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html


    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


    use the desktop app to install your cc programs/trials

      T
      Tom25739267n69jAuthor
      Participant
      August 23, 2022

      Thanks for your suggestion however this did not work.

      kglad
      Community Expert
      kgladCommunity ExpertCorrect answer
      Community Expert
      August 24, 2022

      if the problem arose as i mentioned, you should go through the reformat fix. otherwise, using a browser that allows popups and cookies, contact adobe support by clicking here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
      in the chat field (lower right), type AGENT
      be patient, it can take quite a while to reach a human

      p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true.

      p.p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

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