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Question

Photoshop Update frozen no error number is listed

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Photoshop v27.9 auto updated but got stuck and so I cancelled it and now it is stuck cancelled. No way to reset or reinstall photoshop app on desktop (mac).

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dui.garo

Participating Frequently

Wrongly posted here, I moved the answer below.

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Jeff_A_Wright

Community Manager

Thanks for the update, and I am sorry you were unable to locate the necessary files. They do exist, @dui.garo, if you have Adobe software installed on the computer.

For your next steps, please download and run the CC Log Collector tool from https://helpx.adobe.com/creative-cloud/apps/troubleshoot/diagnostics-repair-tools/run-log-collector-tool.html. Please then click on https://helpx.adobe.com/contact.html?rghtup=autoOpen to speak with a member of our team who can help you locate and correct the fatal error.

If you are successful in locating the log files and finding the fatal error, @dui.garo, please don’t hesitate to update this discussion thread. The fatal error is likely in the product install log as discussed at https://helpx.adobe.com/creative-cloud/kb/troubleshoot-install-logs-cc.html.

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dui.garo

Participating Frequently

Same issue here, I don’t know how to solve it. I also have a Mac.

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kglad

Community Expert

@dui.garo

restart your computer. recheck ps.

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colinjack

Participant

I have exactly the same problem. Adobe cleaner has half removed it but still cannot reinstall because says cancelling!

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kglad

Community Expert

restart your computer and recheck the state of ps.

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dui.garo

Participating Frequently

Thanks for the answer. I restarted my Mac and the freeze disappeared. However, I could not complete the download because the Photoshop app was considered corrupted. I uninstalled everything and started over with a new PS installation, but not even in this case I could complete it. In the end, I had to clean up every residual PS file through the Adobe cleaner tool and reinstall the whole app through a clean installation. Now it is working, but I can tell you that it wasn’t the first time PS and Adobe CC acted like this. They have been doing like that for a while now. Thanks.

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