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Adobe Creative Cloud doesn't update

New Here ,
Jan 14, 2023 Jan 14, 2023

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Hi everyone! 

 

I am running into a sizeable issue with the Creative Cloud. I've been trying to update it and install/update my Apps to their latest version. The problem is, I get stuck in two places:

- "getting storage information" never progresses,

- "updating creative cloud 0%" does not move forward. 

 

I've tried the following: 

- Disabling my Firwall/Antivirus

- Restarting the computer

- Cutting all CC related tasks with Task Manager

- Deinstalling and reinstalling CC 

- Using Cloud Cleaner tool and removing everthing before restarting the computer

 

So far no dice, your help will be massively appreciated. 

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Community Expert ,
Jan 14, 2023 Jan 14, 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, 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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New Here ,
Jan 14, 2023 Jan 14, 2023

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Thank you so much for your help it is very kind of you, unfortunately this didn't fix my issue 😞 

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Community Expert ,
Jan 14, 2023 Jan 14, 2023

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if you did that accurately it rules out a cc app issue and points to a corrupt file issue.  depending on the number of possible culprits you can attack that issue in different ways.  unfortunately, none are quick and easy unless there are only a few files.

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New Here ,
Jan 14, 2023 Jan 14, 2023

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I will wait then for further guidance from Adobe's staff and will look to contact Microsoft's support team too. In the meantime I have found a solution that has worked for me: updating in safe mode with network. So half a success! 

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New Here ,
Jan 14, 2023 Jan 14, 2023

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Actually it did not update, I got "error 505"...

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Community Expert ,
Jan 14, 2023 Jan 14, 2023

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New Here ,
Jan 14, 2023 Jan 14, 2023

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Thank you for the tip kglad, much appreciated. 

 

I did read the link but I did not have that software installed on my computer. That being said, I have found a solution after spending a few minutes online, I went to Windows -> Services -> Secondary Logon -> Set to Automatic -> Applied -> Started. And voila. The problem was solved and I was able to install all my programs and get crackin' with work! 😄 

 

Thank you so much again for assisting me, wishing you a great weekend wherever you are! 

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Community Expert ,
Jan 14, 2023 Jan 14, 2023

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good to hear you got it solved.  thanks for the follow-up.

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