Unable to install anything on new Macbook

Forum|Forum|2 years ago
March 23, 2023
3 replies
664 views

I recently upgraded to a new Apple Silicon Macbook Air. I tried to upgrade to the latest versions of Creative Cloud and the apps I use after the migration. After recurring issues trying to connect to Adobe servers, I realised that my student account wasn't verified, and assumed that was the problem. This morning I got verification and tried again. I still couldn't install anything.

Then using a combination of the Adobe tools and manual removal of any Adobe files on the Mac, I cleaned everything out and restarted. I was able to install CC, and then Acrobat, but I'm still unable to install Photoshop, Illustrator or Indesign, getting various error messages that the servers could not be reached (including error codes 119, 201 and 207). I've tried on two different internet connections - this is not the problem. Now I can't even open CC (although I can open Acrobat), let alone install anything.

I need help!

thanks in advance

This topic has been closed for replies.

Jeffrey_A_Wright

Community Manager

Isaac, thanks for reaching out to our support team for help. Please bookmark https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html if you need to make any updates to your active support case ADB-28624873-T0X5.

I would encourage you to test any other desktop applications or services you use on the new MacBook. If the CC Cleaner tool could not recover the Adobe applications from using the Migration Assistant, then there could be other problems with other apps on the new computer.

If you do end up starting over, as suggested by Kglad, make sure to only migrate over any documents and settings to the new computer. This ensures the computer is in a clean state to install applications designed for Apple Silicon. For more information on the use of the Migration Assistant, see https://helpx.adobe.com/download-install/kb/apple-silicon-m1-chip.html

I

Isaac5EEBAuthor

Participant

Thanks - spent some time on chat with Adobe and fixed the issue. All working now. Thanks everyone!

kglad

Community Expert

you're welcome.

to help others, can you post what they did?

kglad

Community Expert

migration with adobe apps usually fails.

undo whatever you've done, for example, by:

1. restore your new mac to factory settings (though you can update its os, if you like)

2. uninstall everything adobe from your old computer*

3. migrate your old (adobe free) mac to your new one

4. install the cc desktop app using the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html
5. use the desktop app to install your cc programs/trials on your new computer

*

uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

I

Isaac5EEBAuthor

Participant

thanks for your quick reply. Unfortunately, I've already migrated to the new Mac and having been using it for 10 days. If I wipe it and migrate from the old Macbook again, I will lose 10 days worth of email, messages and other work, which is a price I'm not really willing to pay.

I've run the uninstallers and cleaner tool already today, on the new Macbook, as well as a manual inspection and removal of Adobe files from Libraries etc. I can try that again, but if it fails what are my options?

kglad

Community Expert

you can have adobe support connect to your problematic computer and see if they can find the problem(s). there are 3 ways to contact adobe; chat, phone and twitter:

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

phone:
https://helpx.adobe.com/contact/phone.html

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true