Photoshop Updates nicht mehr möglich

[Optiphot]

Seit ein paar Tagen lassen sich Photoshop und Photoshop Beta auf beiden dafür verwendeten PCs nicht mehr aktualisieren. Die Aktualisierung bricht jedesmal bei 11% ab.

Der Hinweis "Installieren sie die Synchronisationskomponente" ist nicht wirklich hilfreich.

Fehler #121 soll auf ein Zugriffsproblem auf den Temp-Ordner hindeuten. Ich wüsste nicht, wieso. Ich habe den Zugriff (für den Ordner und alle Unterordner sowie Dateien) für jeden freigegeben.

Mein BS: Win 11 Pro bzw. WIn 10 Pro 64bit

  

[kglad]

update your cc desktop app (file>help>update.

<moved from cc desktop bugs>

[Optiphot]

I just had CC reinstalled, but now I followed your tip and tried to update it.
Same result. 😞

[Optiphot]

BTW.: What does that message mean: "Install the sync component and try again" ???

[kglad]

it means some part sync isn't installed or is corrupted.

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>

if that fails, you probably have a corrupt user account. google your os and how to create a new one.

[Optiphot]

Thank you very much, kglad!

I will give all a try and let you know about my achievements!

[Optiphot]

Ok, now I am finished.

I followed exactly all points.

I had to delete CC and every Adobe app.

Then I could install CC again.

Now CC refuses to install any app.

Same error messages as before.

I made two log files, the first after the uninstall process:

Adobe LogCollector Portal: AdobeLogs_20240731_114747_223-win-GS.zxp

the second after the PS install attempt: AdobeLogs_20240731_125603_750-win-GS.zxp

Now I have not a single working Adobe App. 😞

[Optiphot]

My next (and last) try was to create a new local Windows admin account, uninstall CC using the uninstaller and reinstall CC. Same as before, no chance to install any Adobe app.

It is more than frustrating! 😞

[kglad]

contact adobe support via chat (so they can check your computer).  there are 2 ways to contact adobe support; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, 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.

[Kalvyn Rasquinha]

Hi @Optiphot. Sorry you're running into these issues. I'll ask the team to reach out. 

[Optiphot]

Thank you very much, Kalvyn Rasquinha!

I was happy to make a complete backup before removing the apps, so I am able to use my Adobe apps again.

But I still hope that my problems with CC (same problems on 2 completely different PCs!) can be solved.

[Optiphot]

Unfortunately, no one from the support team has contacted me yet and my problem is still unsolved. I will no longer communicate with the stupid chatbot, it's a waste of time. kglad's ideas were good but didn't lead to a solution.

I have uploaded a log collection once more: AdobeLogs_20240807_111045_088-win-GS.zxp

[Optiphot · Accepted solution]

Today I managed to solve my problems for my own.
Unfortunately I cannot say, which of my actions made it possible.
I tried (once more) to repair CC, then uninstalled it again, deleted all remaining files in the adobe folders manually.

Then I changed the access rights in all adobe folders in "Program files" and "Program Files (x86)", there seemed to be some inconsistency.

Then I downloaded a fresh copy of the CC setup file and installed it.

Now CC worked again, I could install all my apps and all my libraries were synced.

On my second PC there simply was a problem with my Microsoft account. I had to create a new user and delete the previous account. Then CC worked again.

Thank you all who tried to give me any assistance.

[kglad]

you're welcome.  for others, again

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>

if that fails, you probably have a corrupt user account. google your os and how to create a new one.

[Kalvyn Rasquinha]

Hi @Optiphot , the team looked at the log file you had shared and it looks like you had a folder "C:\adobeTemp". That folder didn't have the right access permissions which was causing the failure. The resolution would've been to delete the folder and try installing again.