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Initialisation de Creative Cloud

New Here ,
Oct 18, 2023 Oct 18, 2023

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Bonjour, 

Je n'arrive pas a finir l'installation de Creative Cloud, celle-ci tourne en boucle pendant de longues miniutes et fini par me demander de relancer l'ordinateur. Malgres cela, rien n'y fait.

 

Si quelqu'un a une idée. Merci !

 

Bug Unresolved
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App installs and updates

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21 Comments
Community Expert ,
Oct 18, 2023 Oct 18, 2023

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Community Beginner ,
Nov 29, 2023 Nov 29, 2023

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bonjour même problème des nouvelles ? 

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Community Expert ,
Nov 29, 2023 Nov 29, 2023

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did you try the posted solution?

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Community Beginner ,
Nov 29, 2023 Nov 29, 2023

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yes i try 4 times 

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Community Expert ,
Nov 29, 2023 Nov 29, 2023

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

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


if that fails, repair per https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html


if that fails and you have windows, open your control panel > add/remove programs > cc desktop app > repair

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


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

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

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using 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

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

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Community Beginner ,
Nov 29, 2023 Nov 29, 2023

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thx for you help, but I did everything but nothing more

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Community Expert ,
Nov 29, 2023 Nov 29, 2023

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contact adobe support.  there are 2 ways to contact adobe; chat and twitter (now x):

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

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Adobe Employee ,
Dec 02, 2023 Dec 02, 2023

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Hi @maxime2613511023r6 , can you collect and upload a log file and share the filename? https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

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Community Beginner ,
Dec 04, 2023 Dec 04, 2023

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voici le nom du fichier "AdobeLogs_20231204_085137_801-win-GS" 

 

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Adobe Employee ,
Dec 04, 2023 Dec 04, 2023

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@maxime2613511023r6 was the log uploaded? I'm not able to find it on the backend. Was the file extension .zxp or .zip?

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Community Beginner ,
Dec 04, 2023 Dec 04, 2023

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erreur.png

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Adobe Employee ,
Dec 04, 2023 Dec 04, 2023

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@maxime2613511023r6 could you share the zxp file via a different mechanism?

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Community Beginner ,
Dec 04, 2023 Dec 04, 2023

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Adobe Employee ,
Dec 04, 2023 Dec 04, 2023

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Thanks, @maxime2613511023r6 . I've added your log to our internal JIRA ticket. Apologies for the issues with the upload.

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New Here ,
Dec 17, 2023 Dec 17, 2023

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Bonjour,
J'ai exactement le même problème, qui persiste après toutes les étapes de fix et réinstallation...
J'aimerais pouvoir installer Lightroom pour gérer mes photos et pouvoir avancer.

J'ai également créé un fichier de Log.
https://we.tl/t-Lh3HdZiX4Y

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Community Beginner ,
Dec 17, 2023 Dec 17, 2023

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Salut, écoute moi ils ont toujours rien trouvé pour ce problème, mais ce que tu peux faire et c'est ce que j'ai fais, c'est que tu contact le chat en ligne de adobe et tu dis que c'est impossible d'installer créative cloud et que tu aimerai qu'il t'envoie des lien de téléchargement des appli adobe que tu veux et normalement ils te le feront moi c'est ce qu'il c'est passé 

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New Here ,
Dec 17, 2023 Dec 17, 2023

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Merci beaucoup ! 
Je vais faire ça du coup.

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Community Expert ,
Dec 17, 2023 Dec 17, 2023

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@TreborKaa 

 

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

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


if that fails, repair per https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html


if that fails and you have windows, open your control panel > add/remove programs > cc desktop app > repair

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


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

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

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using 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

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

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Adobe Employee ,
Dec 17, 2023 Dec 17, 2023

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Thanks, @TreborKaa . I've created a separate ticket for your log file to be investigated.

 

@maxime2613511023r6 I just pinged the team for an update on your log file. To set expectations, if there's something specific to your system in the log files, we'll let you know. If there's a code change required in the app, we'll aim to add it in the next release.

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Adobe Employee ,
Jan 17, 2024 Jan 17, 2024

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Hi @maxime2613511023r6 We investigated the logs shared by you and looks like there is some network configuration issue on your machine. Could you please open Command prompt and run the following command share the output with us:

netsh winhttp show proxy

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New Here ,
Feb 06, 2024 Feb 06, 2024

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Bonjour ,

Y a une solution en fait le par feu windows bloque l'accès des données sortant manip a faire:

Clique droit sur "microsoft defender" >"afficher le tableau de bord">"Par feu et protection du réseau"> "Paramètres avancés"

Dans la fenètre cliquer sur "règles de trafic sortant" et clique droit sur Adobe Unlicensed Pop up désactiver la règle

 

Pour moi cela a fonctionné.

Donner moi un retour bien a vous

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