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sineadm83738047
sineadm83738047
Participant
September 20, 2018
Question

Unable to uninstall Creative Cloud

  • September 20, 2018
  • 2 replies
  • 2244 views

Hi,

I have a customer who previously had Creative Cloud All App under VIP. The user who had this licence has since retired, and the licence has not been renewed since 3rd March 2018.

The user had Creative Cloud installed on their home laptop as well as on their work laptop. The user is trying to uninstall Creative Cloud on the home laptop, but it's not working. Uninstall is not an option in Control Panel, and they can't log onto Creative Cloud as they no longer have an active licence and the username and password aren't working. The clean-up tool downloaded from Adobe doesn't work either as it's not able to complete the clean-up, saying that the program is running even when it's not. The user is not able to remove individual apps either.

How can the user remove all individual apps and the entire CC suite from this laptop?

Regards,

Pamela

This topic has been closed for replies.

2 replies

Bani Verma
Bani Verma
Legend
September 24, 2018

Moving this thread to Deployment for Creative Cloud for Team, Enterprise, & CS​ community.

sineadm83738047
sineadm83738047Author
Participant
September 26, 2018

Hi,

Any update please?

Regards,

Pamela

sineadm83738047
sineadm83738047Author
Participant
October 15, 2018

Hi,

Could
you please provide an update? The customer currently holds an unlicensed
installation, so I thought you would be more interested…

Kind regards,

Pamela Harju

kglad
Community Expert
kgladCommunity Expert
Community Expert
September 20, 2018

use the uninstaller and cleaner

have them use their task manager to terminate running processes if the uninstaller/cleaner detects adobe processes.

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

sineadm83738047
sineadm83738047Author
Participant
September 21, 2018

Hi,

I’m afraid this didn’t help. The Creative Cloud Suite is now uninstalled, but the apps remain. The only difference is that when the customer tries to uninstall the apps now, the login screen doesn’t even come up as the uninstallation programme crashes straightaway.

How can we resolve this?

Kind regards,

Pamela Harju

Customer Care

Software Licensing & Management Solutions (SLMS)

<Removed by Moderator>

kglad
Community Expert
kgladCommunity Expert
Community Expert
September 21, 2018

you should see a warning message if you try to uninstall the cc desktop app before uninstalling the cc programs.

at this point, reinstall the cc desktop app to restore the uninstallers.  then:

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

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