Creative Cloud Stuck on "Updating Creative Cloud" Freezes at different percentages

Jeff,

I don't believe I was provided a case number, but I did initiate the chat session from the support menu>contact us link on adobe.com.  I initiated the chat at 8:09PM central time on Sunday 7/26.  The support agent joined at 8:44PM central time.  Once the agent joined the chat, we were online for a couple hours.  This is still visible in the buffer if I click the contact us link today, and I don't see a case number anywhere in that buffer.  Somewhere in the process the agent connected remotely using Bomgar (I think that was the remote access application, it was Adobe branded). 

I don't see any reference to a case number in my account, on the link you provided, and didn't get one during the chat session.  I also checked under https://account.adobe.com/support# accessed from my adobe account and it shows "No closed or open cases".  One of the last things the support agent said was that he would leave the case open in case I needed further assistance. 

Despite not seeing anything in my account, I do still see the chat buffer if I click on Support>Contact Us showing the initial discussion with the agent.  The agent's name is in that buffer, but I wasn't sure if it was OK to list the agent's name in this post so I've omitted that.  I think portions of the conversation were through the Bomgar client as well.

As for logs, I don't get any error messages in the client, it just freezes at some percent updated.  I don't see any guidance on where to find the logs outside the client.  I just see the following:

I don't get an error when the problem occurs.  The app will just say "Updating Creative Cloud" and progress until some percentage (which seems random) at which point it freezes.  When the updates work it takes less than a minute.  When it freezes I can let it sit for 15-20 minutes and see no progress.

I continued troubleshooting this last night. I uninstalled all adobe applications, ran the cleaner tool, deleted any adobe files from the following paths, and rebooted.

C:\Program Files\Adobe

C:\Program Files\Common Files\Adobe

C:\Program Files(x86)\Adobe

C:\Program Files(x86)\Common Files\Adobe

C:\ProgramData\Adobe

C:\Users\UserAccount\AppData\Local\Adobe

C:\Users\UserAccount\AppData\Roaming\Adobe

C:\Users\Administrator\AppData\Local\Adobe

C:\Users\Administrator\AppData\Roaming\Adobe

Uninstalling was a nightmare.  Because the Creative Cloud app was stuck updating I had to change the preferences to prevent auto-updating the app, reboot the system (I couldn't get the app to stop updating even by killing services).  After rebooting, I opened the app, uninstalled the adobe apps (photoshop, lightroom, etc) through creative cloud, ran the cleaner tool (I tried running the standalone creative cloud uninstaller but it "completed with errors"), and then there were still files in the above directories that had to be manually deleted.

Once I'd removed all adobe software (Creative Cloud, Photoshop, Lightroom, Lightroom Classic, Acrobat Reader, Flashplayer, etc.), I rebooted and reinstalled using the direct downloaded ACCCx5_2_1_441.zip that the support agent had me download (I installed from my standard user account).

Once the creative cloud desktop app was installed, I enabled the built-in windows Administrator account and logged in as the built-in adminstrator.  When I opened creative cloud desktop in that account, it required updating so I ran the updates. They completed successfully.

When the updates completed, I logged out of the built-in administrator account, and back into my standard user account.  I then ran Creative Cloud Desktop as my normal user.  It appears the full wipe and reinstall, with updates from the built-in admin account did get the software updated.  It now appears that the creative cloud app is up to date on my standard user account (it doesn't find any updates when I check for them).  This is different from Sunday night.  When the agent ran updates through the built-in account on Sunday, the standard user account still found updates to download when CC Desktop was opened (even after a reboot).   I have no idea how the app can be up to date in one user account and not in another but it was.

I re-installed Photoshop, Lightroom, Lightroom CC, and Premiere Rush using the creative cloud app on my standard windows user account and that worked.

I won't know if the application can update on the standard user until the next creative cloud app update.  Hopefully the full wipe and reinstall has solved the issue.  It's ugly, but at least for now I appear to have a workaround by enabling the built-in admin account, updating, and disabling the built-in admin account. 

I remain really disappointed in the quality of the installers/uninstallers.  The ability to fully uninstall the software and install cleanly would have been far more professional than the deep dive I've had to go through running standalone cleaners/uninstallers and manually deleting files.  I've got about 8 hours into troubleshooting this issue and I'm still not confident the problem is truely solved.