Skip to main content
Participating Frequently
June 14, 2018
Answered

Cannot install CC, with a CCT membership - "needed to resolve the problem, is missing or damaged"

  • June 14, 2018
  • 10 replies
  • 904 views

Hi guys,

I have been on support chat and twitter chat the whole day today.

Chat

Chat has completely quit and gave up on my case - promised to escalate the case and I haven't heard back in 3 hours now.

Twitter

Twitter support has some kind of issue with me not being an admin on the team account - I added myself and showed screenshot of it.

Is there anybody competent on Adobe Support team that can help with this issue?

The Case

It started with me trying to update AI today for one of my co-workers - he was using AI CC 2015. It was strange and then I remembered! I had a case 2 years ago where none of the computers could run newer versions of AI / Photoshop - would completely crash upon start.

So at that time I rolled back all 4 production machines to 2015 CC version.

What happened today

Now, while trying to update CC app it crashed and didn't even allow to de-install it from the PC. I am still unable to do so - the application uninstall doesn't start.

So I took a completely wiped computer with fully updated Windows 7 Home version. Fresh with nothing installed on it.

While installing CC it gives me:

"Adobe Creative Cloud, needed to resolve the problem, is missing or damaged. You can try to repair to fix the issue. If the problem persists, download and install the new copy from URL"

I tried all of the suggested methods to fix the issue (Repair button), including the CC Cleaner, deleting / renaming adobe folders, re-installing from full installer, reinstalling from a download type installer.

Chat Support

Then chat support jumped in, tried a couple of things and even tried creating another account on Win 7 machine - still didnt work.

Twitter Support

After a long conversation about who is admin on the account and who is not and that they cannot find my case anywhere, they told me somebody will call me at some point.

Now I am waiting for support to call in.

Does anybody on this forum have any suggestions on how to fix this issue?

    This topic has been closed for replies.
    Correct answer kglad

    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

    10 replies

    kglad
    Community Expert
    Community Expert
    June 15, 2018
    psolovyovAuthor
    Participating Frequently
    June 15, 2018

    Nope, none of those work, like I mentioned.

    kglad
    Community Expert
    kgladCommunity ExpertCorrect answer
    Community Expert
    June 15, 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