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natlar
Participant
January 1, 2020
Answered

Just bought a subscription, cannot download any of the software

  • January 1, 2020
  • 1 reply
  • 413 views

I have a Macbook air that was recently updated to iOS Catalina, and everytime I try downloading any software -- photoshop, Premiere, or Acrobat -- the installations freeze at a certain point; none of these have even made it past 10%. I even left the one for Photoshop overnight, and it was exactly where I left it on the next morning. I am getting frustrated with it. 

 

I used to have Photoshop 5 before the update, and I had to update software because Catalina could not accept it that version anymore. What can I do? Is there a way I can completely cleanse Adobe from my computer and start over? I really need to get started on some projects; if you know, please help!

 

Macbook Air, Version 10.15.2 macOS Catalina, 1.6 GHz Dual-Core Intel Core i5, 4GB RAM 1600 MHz DDR3, Macintosh HD, Intel HD Graphics 6000 1536 MB. 

This topic has been closed for replies.
Correct answer kglad

first try, resetting the cc app: To reset the Creative Cloud desktop app, make sure it's in the foreground, then press:

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

if that fails, do a clean cc install:

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
restart your computer (don't skip this)
reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.
if you're unable to install the cc desktop app at this stage, use an administrator account (solution 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)
use the desktop app to install your cc programs/trials

1 reply

kglad
Community Expert
kgladCommunity ExpertCorrect answer
Community Expert
January 1, 2020

first try, resetting the cc app: To reset the Creative Cloud desktop app, make sure it's in the foreground, then press:

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

if that fails, do a clean cc install:

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
restart your computer (don't skip this)
reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.
if you're unable to install the cc desktop app at this stage, use an administrator account (solution 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)
use the desktop app to install your cc programs/trials

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