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A
Anonymous
April 29, 2018
Answered

on 10.11.6 All latest installs are crashing

  • April 29, 2018
  • 9 replies
  • 1789 views

Good Morning Folks,

I believe this issue started yesterday with Adobe pushing a new update for the creative cloud installer. It went to 2% and failed multiple times. I then ran the fix tool and removed everything from my system for a fresh slate. I attempted to download the new cc installer, it crashes at 1%, it barely even flashes on the screen before crashing. The same happens with the lightroom classic and photoshop installers. I restarted multiple times and cleaned out the cache and preferences. I am doing all of this as an admin as well. I see no further avenues to take.

I am wondering if the new releases have issues with mac 10.11.6.

I have no way right now of installing and running either lightroom classic or photoshop that I know of.

Thanks for your assistance!

Jeremy

This topic has been closed for replies.
Correct answer

We should close this thread and everyone should refer to Upgrade of creative Cloud desktop failed Error Code 1001

9 replies

ilanas84
ilanas84
Participant
May 8, 2018

I just spoke to someone in the support chat. Very annoyed to say the least — did what everyone else did, and potentially damaged my machine more by messing with the root permissions, deleting files, uninstalling, etc., for absolutely no reason because this is a known issue — they’re working to resolve the update. Don’t even bother trying to wipe your computer. Not sure if it’s just for those of us running 10.11.6 and earlier. But they say it could take 2-3 days. So unfortunate for those of us with deadlines! Good luck!

    A
    Anonymous
    Correct answer
    May 4, 2018

    We should close this thread and everyone should refer to Upgrade of creative Cloud desktop failed Error Code 1001

      A
      Anonymous
      May 4, 2018

      I'm scheduling a call with them, should have something soon...

      A
      ARTPILLS
      Participating Frequently
      May 3, 2018

      Similar issue here...
      No solutions at this time

      Upgrade of creative Cloud desktop failed Error Code 1001

      A
      Anonymous
      May 2, 2018

      Hey Eva, that should pretty much rule out the network issue then. Seems like it's somewhat narrowed to 10.11.6 right now. Still waiting on tech support, shouldn't be much longer

      A
      Anonymous
      May 2, 2018

      Eva, still waiting to hear back from escalated tech support. It could be a inability to connect to a particular network that the update is trying to use and is somehow blocked from our side. They recommended testing another network, but I only had one in my home. If you have a mobile hotspot, this may work as a temporary solution.

      Let me know!

      S
      stefanm99567231
      Participant
      May 2, 2018

      Hi Jeremy, I don't think it is the network. We also have a laptop on the same network but with an even older OS X version. There the update ran without problems. But I'm really no expert - just hoping for a quick solution ... And no: at the moment I have no mobile hotspot.

      Thank you for the answer.

      A
      Anonymous
      April 30, 2018

      Quick update, just spend about two hours with Adobe support attempting to resolve the issue via remote. They ran though what I had tried, and attempted to make a new root account to get around the issue of not being able to connect to the update server and subsequent crashes.

      They grabbed a log and it has been escalated to the senior support team.

      I'll let you know the outcome...

        S
        stefanm99567231
        Participant
        May 1, 2018

        I have exactly the same problem - also with 10.11.6! Would be glad to know the solution ...

        Thanks

        Eva

        A
        Anonymous
        April 29, 2018

        Creating a new admin account did not solve the problem. It flashed up on the screen and crashed at 1% again. Everything else on my system is working great as usual.

        Has anyone tested the new installers on 10.11.6?

        I am dead in the water for the moment!

        Thanks for your help Everyone!

        kglad
        Community Expert
        kgladCommunity Expert
        Community Expert
        April 30, 2018

        using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

        kglad
        Community Expert
        kgladCommunity Expert
        Community Expert
        April 29, 2018

        uninstall everything cc 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

        [moved from Downloading, Installing, Setting Up to Creative Cloud Download & Install]

        A
        Anonymous
        April 29, 2018

        Thanks kglad,

        I really did not want to create a new admin account, but I will attempt that as a solution, as I have done all other steps already. Hopefully that will be successful.

        A
        Anonymous
        April 29, 2018

        And just to be clear, I have completed all the above steps already within an admin account. So I am attempting creating a new admin account to install cc again.

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