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Creative Cloud Application Update page not found

New Here ,
Jun 25, 2024 Jun 25, 2024

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Hi!

When I go to the Creative Cloud Application, i can't update my Photoshop/lightroom

(Traduction: Page not avaible, Try again) 

 

I see this page since 5 days. 

Capture d’écran 2024-06-25 151542.jpg

I've tried to repair/reboot/logout -> login/reinstall CC....  Everything else work, I can see my account, I can see/use my stored work on the cloud, my account is paid but I can't update!?!?!? 

 

What's wrong with CC ??? 

 

Thanks you ! 

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Community Expert ,
Jun 25, 2024 Jun 25, 2024

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freset 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.

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New Here ,
Jun 25, 2024 Jun 25, 2024

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HUmm maybe trying to read the question BEFORE awnsering scrap will help !!!  Your response is pre-formated and useless... 

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New Here ,
Jun 25, 2024 Jun 25, 2024

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#1. "if that fails, repair per https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html "  <-- It's a solution for those who can't install.... My creative cloud app is installed.... 

 

#2. " if that fails and you have windows, open your control panel > add/remove programs > cc desktop app > repair "  <== 2 things on this: #1 "cc desktop app" don't exist. Maybe on mac, maybe on very old window but not on the current version.  #2 "Repair", I've try even on adobe Creative Cloud, photoshop, lightroom and this option is NOT present on the application manager of Window 11. See attached picture.

 

i've stopped here because all of this is useless. Maybe review your pre-formated help awnsers to be up to date and provide something that users can follow! 

cc0.jpg

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Community Expert ,
Jun 25, 2024 Jun 25, 2024

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i'll walk you through.  did you reset?

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New Here ,
Jun 25, 2024 Jun 25, 2024

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I've made step 1, 2, 4. 5. 

Cannot make step 6 as like I said in my original post, I don't have access to Application Panel in creative Cloud.  Application. 

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Community Expert ,
Jun 25, 2024 Jun 25, 2024

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3?

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New Here ,
Jun 27, 2024 Jun 27, 2024

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@kglad as I've told you before in step 3, the mentionned application YOU said does't exist in the application list AND it's impossible to make a repair as windiw doesn't offer this option. See the picture i've posted TO YOU before. 

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Adobe Employee ,
Jun 27, 2024 Jun 27, 2024

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Hi @Francois23066746hyvw ,

To investigate this issue, we would require the creative cloud logs. Kindly click on the hamburger menu icon (3 lines on the top left) -> Help-> Create log file. 

Please follow the steps to collect and share the log files with us.

 

Regards,

Ruchika Wadhawan

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New Here ,
Jun 27, 2024 Jun 27, 2024

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Thank you @Ruchika Wadhawan for helping me,  II've made what you ask but i can't share with you here because the file is way too big. My zxp file is over 70MB and reddit accept only 47MB or less and even zxp extension is not accepted here.... 

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Adobe Employee ,
Jun 27, 2024 Jun 27, 2024

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Hi @Francois23066746hyvw , That's alright. If you've uploaded the file on the log collector tool, then you can just share the file name with me and I can retrieve it.

 

Regards,

Ruchika Wadhawan

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New Here ,
Jun 27, 2024 Jun 27, 2024

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@Ruchika Wadhawan ,  Ok thanks.  that's the file:  AdobeLogs_20240627_120219_429-win-GS.zxp 

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New Here ,
Jun 28, 2024 Jun 28, 2024

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@Ruchika Wadhawan Hello, Is there any follow-up on this file?

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Community Expert ,
Jun 28, 2024 Jun 28, 2024

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normally responses from log files require several days to weeks.

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New Here ,
Jun 28, 2024 Jun 28, 2024

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@kglad OK, thanks a lot. A little message from @Ruchika Wadhawan  indicating the necessary deadline would have been appreciated! I was in total darkness as to whether the message had been seen or not, the deadline, etc...

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Adobe Employee ,
Jun 28, 2024 Jun 28, 2024

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Hi @Francois23066746hyvw Thank you for sharing the log files. Could you please perform a Check from Updates from the Help Menu and let us know if that works?

 

Regards,

Ruchika Wadhawan

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New Here ,
Jun 28, 2024 Jun 28, 2024

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@Ruchika Wadhawan No change. i can't still see the update page (see picture). The application know there is 2 update as I receive 2 notification in the status bar of windows, but it won't show in the page.

 

I can't make make any update... 

 Capture d’écran 2024-06-25 151542.jpg

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New Here ,
Jun 30, 2024 Jun 30, 2024

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@Ruchika Wadhawan hi, any follow up with the last interaction?? 

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Adobe Employee ,
Jun 30, 2024 Jun 30, 2024

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Hi @Francois23066746hyvw

We are currently investigating the logs. Please allow us a few days to determine the root cause. We will provide an update shortly. Apologies for any inconvenience caused.

 

Regards,

Ruchika Wadhawan

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New Here ,
Jun 30, 2024 Jun 30, 2024

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Hi @Ruchika Wadhawan , thanks you for the follow up! 

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Adobe Employee ,
Jul 03, 2024 Jul 03, 2024

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Hi @Francois23066746hyvw Thank you for sharing the logs with us. We are seeing one issue in one of our endpoints and we are working on getting it fixed. Will post an update here once this gets done. Thank you for your patience.

Regards,

Ruchika Wadhawan

 

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New Here ,
Jul 03, 2024 Jul 03, 2024

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Adobe Employee ,
Jul 03, 2024 Jul 03, 2024

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Hi @Francois23066746hyvw On the Apps Page, could you click on 'Retry' and then go to Help menu and click on 'Check for Updates'?

 

Regards,

Ruchika Wadhawan

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New Here ,
Jul 03, 2024 Jul 03, 2024

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Thanks a lot!!!  It's working now!!!  Maybe telling other user what is the cause so they don't get stuck like me! 

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New Here ,
Jul 03, 2024 Jul 03, 2024

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@Ruchika Wadhawan okkkk  False hapiness...  Yes the application tab is now working but it don't see that i've already photoshop installed . It tell me to install photoshop even if it's already installed

 

cc0.jpg

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