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Question

Can't install update to Creative Cloud on mac - 201 error

Forum|Forum|7 years ago
March 13, 2018
4 replies
2399 views

See attached pic. I've been trying to install the update for a month now and I can't get it to complete the update. It gets stuck on 15% or once got as far as 27% and then fails. I don't know what to do as there is no option to not update and I need to update some of my apps. Really frustrating. We have poor internet but haven't had a problem before with the app installs? Any ideas?

Sophie

This topic has been closed for replies.

joshuat58625020

Participant

media8,

I finally solved my problem after hours of troubleshooting. It turned out the problem was caused by an internet filter on the computer (one of those ones that blocks porn and stuff). Once I uninstalled that, the updates worked just fine. If you have anything like that on your computer, maybe that's the issue. I also download and upload really large files every day, and I knew it wasn't an internet problem. This turned out to be the issue. Hope this helps.

Bani Verma

Community Manager

Thanks for sharing this Joshuat58625020, this is the reason I asked you turn off any internet / browser security software installed on your machine as they tend to block any connections good or bad which are being automatically connecting to the servers.

M

media8Author

Participating Frequently

Thank you Joshua

OK - update:

Have checked the firewall and turned it off

Updated parental settings to allow access to all sites

Checked network settings and it's showing as OK / working correctly.

Tried to install again and still getting nowhere. Got to 11% and then I get the error message again.

Is there really no one I can speak to on the phone just to sort this out?

Bani Verma

Community Manager

Hi Sophie & Joshuat58625020,

Really sorry for all the trouble and inconvenience caused to you.

"Error 201" that you are getting occurs when the download is paused and when the server response is poor. Please make sure you have a stable internet connection when trying to update or download any Adobe app.

Also it would help if you can turn off any anti-virus, system optimizer, internet/browser security software installed on your machine for the time being.

To troubleshoot this issue, please refer to the following help document: Troubleshoot Adobe Creative Cloud download and install issues

I would also recommend you to try downloading the Creative Cloud desktop app by using the direct download links given here: Download Creative Cloud desktop app

Let us know if this helps.

M

media8Author

Participating Frequently

Hi, I've downloaded from the link you sent already. The computer is plugged into the internet with an ethernet cable and it is what it is. I've managed to install it originally and ran updates on Indesign a month or so ago with no trouble. It's the actual desktop app update that has caused the trouble and is continuing to do so. I also manage to upload/download reasonably big files every day with work but this installation of the desktop app is not working.

Is there a glitch with the installer file perhaps?

Bani Verma

Community Manager

Thanks for the update Sophie. I don't think so that the installer file is corrupted as other customers have been able to install it successfully with the same link today.

I think that the internal folder's where Creative Cloud desktop app related files are stored could be corrupted, hence I would recommend performing a manual cleanup of the Creative Cloud Desktop app by following the steps given here: illustrator reinstalling free trial 1 day old!

Before installing the app again, please check and confirm if you can see any Adobe related entries in you systems hosts file, see: Resolve connection errors with Adobe Creative Cloud and Creative Suite applications ( I would recommend performing all the steps given in this help document so that we can be sure that you system is able to create connection with the Adobe servers)

After this use this link to download the app and install it: http://ccmdl.adobe.com/AdobeProducts/KCCC/1/osx10/ACCCx4_4_1_298.dmg

Share the results with us, Hope this helps.

M

media8Author

Participating Frequently

OK - an update.

I've run the uninstaller.
Tried to install the new Creative Cloud Desktop app - fail (201)
turned the computer off and on
Tried again (fail 201)
Downloaded the CleanUp tool and the Desktop app is not available in the list to 'clean up'

So at the moment I have no Desktop app for CS and don't know what to do to get it back installed?

Nothing seems to work....

I wish I could speak to an adviser in a more straight forward way to help with this but this forum seems my only option no matter what I click on the support option page, which is frustrating as I want to get it sorted ASAP!

joshuat58625020

Participant

Did you ever get this resolved? I'm having the same problem today. I tried to download the new updates, and it kept failing. I went through the same steps, and now I have no desktop app for CS, it won't install when I try to install it, and nothing seems to work. I tried chatting with Adobe's support, and they didn't answer any questions and then disconnected with me. Adobe's help is the worst in the world...@

M

media8Author

Participating Frequently

Sadly not. Still no desktop app. Still no help from Adobe.

Frustrating as this is for a business and I've been a customer for years and would appreciate some more support to be able to get the darned thing working as it should. *sigh*