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Suzanne Mathia
Community Expert
Suzanne MathiaCommunity Expert
Community Expert
November 4, 2019
Question

Uninstallation of Creative Cloud completed with errors -

  • November 4, 2019
  • 2 replies
  • 3627 views

I was a prerelease tester for the Creative Cloud app.

I tried to download the new app and it failed with error P1

Contacted Adobe support and they accessed my computer and did all the suggested fixes to no avail.

I am a Lightroom and Photoshop instructor and I have to get the creative cloud interface installed for the Lightroom updates ASAP!!!

 

Mac Mohave

 

Noone had got back to me with any fixes

 

This topic has been closed for replies.

2 replies

David__B
Adobe Employee
David__B
Adobe Employee
November 4, 2019

Hi Smathia,

I see the case you mentioned and it looks like it is being escalated, so support is still working on it.
I was looking at this article here related to error P1
https://helpx.adobe.com/download-install/kb/failed-install-creative-cloud-desktop.html

I'm not sure if you've tried creating a new user with administrative rights and attempted the installation again from there or tried with the root user account enabled (for the root user, you'd only want to keep it enabled when installing and first launching the product). If these are not things you've tried they might be worth testing as well.
Here are some related articles in case they help:
http://osxdaily.com/2017/07/17/how-create-new-admin-account-mac/

https://support.apple.com/en-us/HT204012

Best,

- Dave

    Suzanne Mathia
    Community Expert
    Suzanne MathiaCommunity ExpertAuthor
    Community Expert
    November 4, 2019

    Thanks for your response.

    Hopefully they will get back to me soon.  Its a little embarrasing teaching students when you dont have your own system working and I dont have the latest version of Lightroom

     

    I did try creating a new user and unfortunately that didnt work either.

     

    I wonder if the prerelease I was part of caused this?

     

    .....Suzanne Mathia
    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    November 4, 2019

    is the cc app still on your computer?

    are any cc programs still on your computer

      Suzanne Mathia
      Community Expert
      Suzanne MathiaCommunity ExpertAuthor
      Community Expert
      November 4, 2019

      lightroom and photoshop are installed and running.  Creative cloud app is no longer there. I tried the uninstaller and got errors.

       

      I ran a log file how do I get that to you

      .....Suzanne Mathia
      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      November 4, 2019

      if there's no cc app, you're not going to be able to uninstall it.  and whoever uninstalled it should not have uninstalled it while cc programs (eg, lr and ps) are still installed.

       

      are you sure the cc app is not installed?  or, could it be installed, but a shortcut is missing?

      do you have win or mac?

      if win, do you know how to use the uninstallers to uninstall lr and ps?

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