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Participant
Nov 1, 2022 1:25 PM UTC
Question

No install - stuck on waiting...

Hello - similar to others, my install is stuck on waiting and will not continue. I have downloaded and utilised the Adobe LogCollector but now need someone to inspect. Please help Adobe!

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9 replies

Peru Bob
Community Expert
Community Expert
Nov 1, 2022 2:18 PM UTC

See here:
https://helpx.adobe.com/creative-cloud/kb/creative-cloud-desktop-app-installation-stuck.html
https://helpx.adobe.com/creative-cloud/kb/stop-responding-downloading-apps.html
https://helpx.adobe.com/creative-cloud/kb/troubleshoot-install-logs-cc.html
https://community.adobe.com/t5/get-started/updating-adobe-creative-cloud-stuck-at-39/m-p/10916241?page=1
https://helpx.adobe.com/creative-cloud/kb/creative-cloud-app-doesnt-open.html
I had a similar issue.

Make sure that you have all Windows updates that are available.

The one thing that was causing it for me, believe it or not, was that I needed to do a clean installation of the latest Studio graphics driver from the NVIDIA website. After doing that and restarting, all was OK.

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Participant
Nov 1, 2022 4:41 PM UTC

Hi Peru - no luck with any of these either! I'm Mac based as well so the graphics driver issue isn't a consideration.

 

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Peru Bob
Community Expert
Community Expert
Nov 1, 2022 5:18 PM UTC

What are your Mac specs?

What are you trying to install and how?

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kglad
Community Expert
Community Expert
Nov 1, 2022 1:28 PM UTC

reset the cc desktop app: make sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

 

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Participant
Nov 1, 2022 1:45 PM UTC

Hi kglad - that didn't work!!

 

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kglad
Community Expert
Community Expert
Nov 1, 2022 2:00 PM UTC

try to repair
https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails go ahead and uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging and then reinstall

if that fails, do a clean cc install following each applicable step:

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

then uninstall the cc desktop app, again using the correct uninstaller, 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

check for, and if available, update your os

repair all ms visual c++ versions that can be repaired.

update your ms visual c++, if it can be updated

restart your computer (don't skip this)

reinstall the cc desktop app, https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud

if you're unable to download the cc desktop app at this stage, use the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials

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