Skip to main content
P
pgaylord
Participating Frequently
January 11, 2018
Answered

Illustrator CC 2018 Installation issues

  • January 11, 2018
  • 1 reply
  • 7645 views

I've been using Creative Cloud (Photoshop & Lightroom) with no issues for a while, and I'd like to trial Illustrator.

I'm on the latest update of Windows10.   The machine should be up to the task... 16Gig RAM, i7, SSD with 200GB to spare

I tried installing the trial via the CC manager desktop app, and it downloaded illustrator, but then didn't provide an open option (was like I didn't try to install) did it again, and it seemed to complete without errors.   But when I tried to open it, I would get a message "please wait a moment", and it would slowly use up more memory until it failed.   Part way through that, it offers a "seems to be taking longer" note, and if I click on the help to re-start the desktop app, it does that, but it still won't open illustrator the next time through. 

I've tried thus far (in multiple sequential combinations over time):

- Rebooting

- Closing all other programs and antivirus

- Uninstalling all other Adobe apps (including the CC manager app)

- Running cloud cleaner tool

- Running the limited access repair tool

- Changing my default printer to AdobePDF

And, I FWIW I tried all of the above, then downloaded the stand-alone trial version of illustrator (without the cloud manager), and during installation it stuck at 99% for a very long time, then eventually errored out.    However, the application shows in my start menu, and behaves the same way as my first paragraph... stalls on "please wait a moment", then eventually fails.   If I look in task manager, I see the process slowly consuming more and more memory until it eventually fails after 10 minutes or so.  

Anyone seen this before?    As I said, I've been running other CC apps without problems, just seems to be illustrator that's stubborn.

    This topic has been closed for replies.
    Correct answer Jeffrey_A_Wright

    To be sure, I uninstalled via Windows,  then ran the cleaner tool again.  I uninstalled *all* adobe apps (including flash and PDF reader).   I turned off all extensions in Chrome.  Antivirus is disabled.

    Re-installed CC.   When I did that, and logged in, everything seemed fine and stable in processes.   I clicked on the "apps" tab, and immediately the memory leak started. 

    I quit the app, then re-started it, and things looked OK, memory stable even on apps tab.   So, I clicked "try" on illustrator, and the download began.   It got to 99%, then the Creative cloud app restarted.    I click on the "apps" tab, and it just spins "loading applications" until the memory leak causes it to reboot again.   And, then the process repeats itself.


    Ok, Pgaylord, I don't have any additional suggestions on why you are seeing the unusual performance on the computer.  Please contact our support team at Contact Customer Care so that direct assistance can be offered to resolve the error.  You are welcome to reference this discussion when beginning the chat session.

    1 reply

    Bani Verma
    Bani Verma
    Legend
    January 11, 2018

    Hi Pgaylord,

    As you have mentioned you would like to try the Illustrator CC app, however every time the installer fails to install.

    You have already tried all the basic troubleshooting steps to resolve the issue, I would request you to check the install log file to know the exact error message due to which the installer fails, see: Troubleshoot Adobe Creative Cloud install issues with log files.

    Share the error code/message that you see in the end of the log file with us.

    P
    pgaylordAuthor
    Participating Frequently
    January 12, 2018

    These are the last few lines of the Install.txt file:

    -------------------------------------------------------------------------------------

    01/10/18 21:58:28:125 | [WARN] |  | HDSetup | OOBEUtils | CommBridge |  | OOBEUtils | 12868 | Aborting read on pipe 00000308 , errno: 109

    01/10/18 21:58:28:125 | [INFO] |  | HDSetup | HDSetup | AppContext |  | HDSetup | 9272 | Exit Code: 0

    -------------------------------------- Summary --------------------------------------

    - 0 fatal error(s), 0 error(s), 1 warnings(s)

    WARN: Aborting read on pipe 00000308 , errno: 109

    -------------------------------------------------------------------------------------

    01/10/18 21:58:28:125 | [WARN] |  | HDSetup | OOBEUtils | CommBridge |  | OOBEUtils | 12868 | Aborting read on pipe 00000308 , CBRawReadTry failed for packet info.

    01/10/18 21:58:28:127 | [INFO] |  | HDSetup | HDSetup | AppContext |  | HDSetup | 9272 | *************************  END Adobe Setup  *************************

    Jeffrey_A_Wright
    Jeffrey_A_Wright
    Legend
    January 12, 2018

    Pgaylord, thanks for the update.  Did you find any errors in the install log?  You can use the Find command to locate the errors.  The most recent errors will be at the bottom of the install log.

    Also please make sure you are viewing the install log as discussed in Creative Cloud download and install errors .  You mentioned viewing the install.txt which may be why you are not finding the relevant errors that are preventing Illustrator CC 2018 from installing successfully on the Windows 10 computer.

    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices