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September 12, 2021
Question

Installer locks at 17%, uninstaller says there in another installer running - there isn't.

  • September 12, 2021
  • 1 reply
  • 55 views

Tried to install new CC, installer locks at 17%. Tried to uninstall the non-working version I have installed and I keep getting a 'another installer is running' message. Have checked - there is no other installer running. Help! Mac OS 10.15.7

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1 reply

kglad
Community Expert
Community Expert
September 12, 2021

restart your computer and retry installing.  if that fails:

 

first, reset the cc app:

to reset the cc desktop app, make sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

if that fails, try to repair
https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails go ahead and uninstall/reinstall per the above link

if that fails, do a clean cc install following each applicable step:

uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html
then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html
clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
check for, and if available, update your os
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
if you're unable to install the cc desktop app at this stage, use the link at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html
use the desktop app to install your cc programs/trials