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The new v 27.7.0 Remove Tool "On Device" feature requires component download, but the latter always fails

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There’s a new feature for the Remove Tool in PS 27.7.0, which allows for a local AI model that can be used “offline” and doesn’t require credits. It’s described here:

I meet the hardware and software requirements. Tried downloading this component / addon multiple times since yesterday, in PS and in CC App, but after 30-60 minutes the download always interrupts at 48% and it gives the error message “unable to extract files” and “error: code 127”. CC App lacks the basic function of resumable downloads, it always starts from the beginning. I have 630GB of free space, btw, so that’s not the issue.

I did all the AI chat suggestions like deleting the Adobe temp folder contents on my root drive, giving full permissions for the folder, adding an exclusion for the folder in Windows 11 defender - none of that helped.

Wasted a full hour in the chat with a human (?) or “human” agent that did not understand what the issue is, giving me completely irrelevant suggestions like “this feature does not exist” or “do you want to download Photoshop?”.

Can anyone help? I’m losing my mind here (and my hair)...

rickburressCorrect answer

Inspiring

SOLVED with v27.10 update

rickburressCorrect answer

Inspiring

SOLVED with v27.10 update

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rickburress

Inspiring

What is failing
Photoshop 2026 27.9.0 (arm64, M3 Max) asks Creative Cloud to install an add-on named PHSP-UltraCafModels. That is the 4 GB on-device Remove model. Creative Cloud refuses the request immediately and Photoshop shows the generic “Couldn’t download / still using cloud processing” dialog.

From Creative Cloud’s log, twice this morning (6:36 and 6:40):

InitModuleWorkflow | Invalid Product SAP Code:PHSP and version:27.9 for install module request. Ignoring it.
module-id PHSP-UltraCafModels error-code 411 fatal

So CC does not treat Photoshop 27.9 as a product it can attach modules to. No bytes of the model are fetched. Retry in the Remove tool will keep failing until that handshake works.

Ruled out
- Disk: 2.2 TB free
- Machine: M3 Max, 115 GB GPU RAM, Device is offered (not greyed out)
- Existing Remove models: only the old 686 MB Super CAF set at /Library/Application Support/Adobe/Adobe Photoshop 2026/AddOnModules/sensei_model_cache — installer-owned, not the 4 GB Ultra CAF package
- Creative Cloud’s generic downloader: no 4 GB job in DLM.log

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Paul_Gringo

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Nothing is happening on my end; it just keeps thinking indefinitely. A useless feature. It works quickly online.

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rickburress

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I did the steps you suggested.

I got an orange dialog box this time:

“Couldn't download. You are still using cloud

processing. Please try again.”

Retry

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rickburress

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Mine still fails on Mac M3, 128 GB Ram, 2.55 TB available disk space, OS Tahoe 26.0.2 and Photoshop 27.9

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Sameer K

Community Manager

Hey, @rickburress. You can try these two things, and let me know how it goes.

First, update the macOS on your machine to the latest version 26.6.2.

After this, please ensure there are no stale preferences in your Photoshop. You can go to the location of the preference folder below and rename it to back it up. (https://adobe.ly/3u7u84j)

This method is more effective compared to the in-app Reset Preferences at quit method.

macOS: Hold down the Option key in the Finder when using the Go menu. The library will appear below the current user's home directory.

Library > Preferences > Adobe Photoshop [version] Settings

Rename the Adobe Photoshop folder by adding a .old at the end. (Adobe Photoshop 2026 > Rename > Adobe Photoshop 2026.old)

This will give Photoshop a fresh start as a new installation.

Thanks!
Sameer K
(Type '@' and type my name to mention me when you reply)

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rickburress

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@Sameer K

I did the steps you suggested.

I got an orange dialog box this time:

“Couldn't download. You are still using cloud

processing. Please try again.”

Retry

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rickburress

Inspiring

Mine is still failing, though my Mac also meets all the requirements.

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shayb68441784

Inspiring

Can confirm, yes, worked for me also. 7/23/2026

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davidw81082491

Inspiring

The download seems to be working now, I’ve installed it on Photoshop and Beta.

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Srishti Bali

Community Manager

Hi all,

Thank you for your continued patience. To help our Product team identify the exact root cause, we need the following details:

System Information from Photoshop's Help menu. If you have not shared already.
Logs collected using the Creative Cloud Log Collector Tool. Please use the tool to collect all logs and share the generated file with us. You can find the instructions here:
https://helpx.adobe.com/creative-cloud/apps/troubleshoot/diagnostics-repair-tools/run-log-collector-tool.html

These details will help our team perform a more in-depth analysis and move us closer to a resolution.

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Thanks, Srishti Bali | Community & Engagement Strategist, Digital Imaging | Adobe