Adobe CC does not recognize what version of Windows 10 I am using

Report · Jan 07, 2020

So, I am in a living nightmare over the decision to try out Premiere Rush.

Over the course of doing whatever I can to make some progress, I have discovered this tid bit of information:

CC wants me to install Windows 10 (Version 1703 or later)

I am using Windows 10 Pro Version 1809 OS build 17763.914

(I attached a screenshot, don't know if that will even be visible.)

Does anyone know what could be done to sort this mess out?

Report · Jan 07, 2020

Mathieuf3193340, if you are confident that you have applied the available updates, for Windows 10, then please verify that the Creative Cloud for Desktop is not set to use compatibility mode. For more information see https://support.microsoft.com/en-us/help/15078/windows-10-make-older-apps-or-programs-compatible.

Report · Jan 07, 2020

Oh it is.

Like I said I am just trying every possible option.

The main issue is that any and all downloads will hang at -a specific percentage- depending on which app it is.

So, last I checked, downloading the latest Photoshop from CC hangs at 40%, Premiere rush from CC hangs at 25%, installing an older version of Photoshop hangs at 14%.

At this point I would like to know if this seems like it is a connectivity issue because my internet can be very unstable.

I am currently installing CC on my laptop to figure out if it is my internet connection or the PC itself. I'll update when that is done.

If it is not I'm probably going to reformat.

Report · Jan 07, 2020

Thanks for the update, Mathieuf3193340. There is no reason to guess as to what is causing the installations to fail. The errors are recorded within different log files, depending upon where the failure lies. You can find more information on how to locate any fatal errors at https://helpx.adobe.com/creative-cloud/kb/troubleshoot-download-install-log-files.html.

You are welcome to update this public forum discussion if you have any questions regarding the errors that you discover within the logs.

Report · Jan 07, 2020

I am not getting an error per say. The Download/install stops from progressing, indefinitly.

I will give the logs a look though.

Thank you for responding so promptly.

Report · Jan 07, 2020

So...

The installation of CC on my laptop is hanging.

I had also noticed that attempting to install anything would stop anything else that uses the internet from working.

This is a major and very disapointing issue. It seems to imply my internet does not perform well enough for me to be a CC user.

I really wish I hadn't uninstalled Photoshop, it was working perfectly until yesterday.

This has the potencial for causing irreparable damage to ongoing projects and put me in great financial risk.

Any help or support would be greatly appreciated.

Report · Jan 07, 2020

Mathieuf31933480, the behavior you describe sounds like the installed security software is blocking the connection to our servers. Please review the log files, so that you will have a clearer idea of what the exact cause is.

If you would like direct assistance, you are also able to begin a chat session with our support team at https://helpx.adobe.com/contact.html. Depending upon the type of connectivity errors you are experiencing, you may need to use a different browser, smartphone, or tablet to establish a successful chat session.

Report · Jan 07, 2020

I will. Will be posting updates later today as well.

Thank you very much for giving me a lead.

Report · Jan 07, 2020

Ive started working on this again a couple of hours ago.

I do not think the issue is with the anti-virus or firewall, I only use the default Windows ones. (Which I guess is a lot)

I have turned everything off and the downloads are still geting stalled.

So: Real-time protection, Cloud-delivery protection, automatic sample submission, controlled folder access are all off.

On the firewall side: Domain network, Private network, Public network are off.

App & browser control: Check apps and files, SmartScreen for Microsoft Edge, SmartScreen for Microsoft Store apps are off.

The downloads still stall. Currently the only CC app I can install if I uninstall it is CC itself and I have to get lucky.

I should mention that my internet connection's unstability can be very bad. The equivalent of having the cord pulled on it every time to time. Iv'e tried reseting my modem and router but I don't think it will do much to help.

I'm hopeful that this isn't the issue though, the logs have some errors about not being to "load AMT config file" "Source file does not exist" "Unable to copy AMT config file" "Retryable error '118' occured while download" "Create process failed! Error:2 " so -maybe- it isn't a connectivity issue...

There is still a lot of attempt that stalled without any errors or warnings though so I have to think this is rooted in my bad connection issue.

Report · Jan 07, 2020

Here are the errors from the Install Log:

ERROR: Cannot load AMT config file 'C:\Program Files (x86)\Adobe\Adobe Sync\application.xml'
ERROR: Source file does not exist in CopyFileFromSourceToDestination
ERROR: Unable to copy AMT config file 'C:\Program Files (x86)\Adobe\Adobe Sync\application.xml' to pcf folder 'C:\Program Files (x86)\Common Files\Adobe\PCF\{COSY-4.3.20-32-ADBEADBEADBEADBEADBEA}.V7{}CoreSync-2.4.1-Win-GM.xml'
WARN: Failed to load xml C:\Program Files (x86)\Adobe\Adobe Sync\application.xml. system error:2

ERROR: CreateProcess failed! Error: 2
ERROR: CreateProcess failed! Error: 2

Report · Jan 07, 2020

Error 2 is more generic, Mathieuf31933480. A core component was unable to be installed, and the download and install process will need to be tried again.

You can find more information on Error 2 at https://helpx.adobe.com/download-install/kb/troubleshoot-download-install-error.html. Error 118 is not listed because it is a fairly rare error.

Report · Jan 07, 2020

Mathieuf31933480, an unstable internet connection, can certainly cause problems with the download and update process. There have been many enhancements, but we still need the data to come through without error.

The most recent error you posted was Error 118. The exact text for this error is HDPIM_STATUS_DOWNLOAD_NETWORK_UNAVAILABLE = 118. The Creative Cloud for Desktop app will try to re-download the necessary files, but it will depend upon the type update that is being applied. There are other updates where this will lead to a failure state.

As a next step, please download and run the CC Log Collector tool from http://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html. Once your logs have been uploaded, then you can begin a chat session with our support team at https://helpx.adobe.com/contact.html. Depending upon the updates that are being applied, they can either help you correct the error or provide you a temporary download link that may allow you to download the software and then begin the install process locally.

You will be provided with a unique identifier after you upload the log files, Mathieuf31933480, so please have this information ready when beginning your chat session.

If you do find that you are being disconnected, or continuously receive messages that chat is unavailable, then please use a different computer, smartphone, or tablet to begin the chat session. Any stability errors could also affect your ability to maintain a stable chat session.

Report · Jan 07, 2020

Thank you very much Jeff!

I will get right on it.

Report · Jan 07, 2020

Adobe Customer Care really pulled through!!

I'm really glad that you guys had a solution prepared for this situation.

Thank you Jeff for helping out. I am extremely grateful!

Report · Jan 08, 2020

Thank you for the update, Mathieuf31933480! I am glad that everything is now sorted!