Adobe Creative Cloud Cleaner Tool Failure

[aprila29803505]

I'm using Windows 10.

- I was having trouble with Typekit not linking fonts, and my usual solutions weren't working.

- So I tried to update Illustrator to the latest version. It failed and gave me the error "File already exists at the install path"

- I tried to delete the folder directly, but it said I didn't have administrator permission (despite the fact that I was running as administrator).

- I uninstalled Illustrator.

- I attempted to reinstall, and got the same error "File already exists at the install path"

- I followed the directions on this page to use the Adobe Creative Cloud Cleaner Tool: Use the Creative Cloud Cleaner Tool to solve installation problems

- I looked at the log (steps 10-11 on the above page), and it still indicated failure.

- Step 11 on the page is "Review the log file entries. If any of the entries indicate failure, contact us." So, that's what I'm doing.

Here is the failure section of the log:

[Wed Aug 29 10:58:42 2018] *-*-*-*-*-*- ::START:: - SUMMARY OF Warnings -*-*-*-*-*-*

[Wed Aug 29 10:58:19 2018] Warning: Failed to remove file,folder trying again

[Wed Aug 29 10:58:19 2018] Warning: Failed again to remove file,folder [Error 2] The system cannot find the file specified: 'C:\\Program Files (x86)\\Common Files\\Adobe\\Installers\\adbeadbeadbeadbeadbeadbeadbeadb':

[Wed Aug 29 10:58:19 2018] Warning: Failed to remove file,folder trying again

[Wed Aug 29 10:58:19 2018] Warning: Failed again to remove file,folder [Error 2] The system cannot find the file specified: 'C:\\Program Files (x86)\\Common Files\\Adobe\\Installers\\adbeadbeadbeadbeadbeadbeadbeadb':

[Wed Aug 29 10:58:42 2018] *-*-*-*-*-*- :: END :: - SUMMARY OF Warnings -*-*-*-*-*-*

Please let me know if it's necessary to show the entire log, or any other information that is needed.

Thank you.

[kglad · Accepted solution]

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

then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

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

restart your computer (don't skip this)

reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.

if you're unable to install the cc desktop app at this stage, use an administrator account (solution 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)

use the desktop app to install your cc programs/trials

[aprila29803505]

Thank you, that worked!

[kglad]

you're welcome.