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davidr28895953
Participant
December 4, 2019
Question

installation problems

  • December 4, 2019
  • 2 replies
  • 313 views

Hi everyone!

I'm trying to install Adobe CC in my imac but it doesn't work. The installation programs doesn't run more than 21,5% and it stops. I've also tryed to install only any app as premiere or after effects but the installer doesn't run. 

I'm working with macOS catalina 10.15.1.

 

Thanks 

This topic has been closed for replies.

2 replies

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
December 5, 2019

David, sorry you are facing problems with the install process for your Creative Cloud for Education membership. Are you installing on a computer and network that you own and manage yourself? 

 

Please check the log files to determine the error that is preventing the installation from completing. Info on how to locate and interpret the install logs can be found at  https://helpx.adobe.com/creative-cloud/kb/troubleshoot-download-install-log-files.html.

D
davidr28895953Author
Participant
December 5, 2019

Jeff, thanks for aswering! 

Yes, I'm installing it on my own computer and network (macOS catalina 10.15.1). 
The problem is that I don't get an error warning. The installation stops running at 21,5% but no warning. So, i can't check the log files to determine the error. 
I'm thinking about replace catalina for mojave again, what do you think?

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
December 5, 2019

Thanks, David, you are correct that upgrading to Catalina is causing the current errors. As part of the update process, you are notified about 32-bit applications and components that are installed on the computer. The current inability to install the Creative Cloud desktop app is because those 32-bit components were not removed.

 

You can use the CC Cleaner Tool from https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html to uninstall all Adobe software on the computer. Once the 32-bit components are removed, you will then be able to complete the installation process successfully.

Peru Bob
Community Expert
Peru BobCommunity Expert
Community Expert
December 4, 2019

I've moved this from the poorly named Community Help forum (which is the forum for issues using the forums) to the Get Started forum so that proper help can be offered.

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