Always problems to update

[yvondaigle]

Hi,

I'm starting to hate Adobe since a few months, I have problems every time I want to make updates of all applications even Creative Cloud. Adobe, are the only applications or software from any compagny that I have difficulty. Now the update today the download of Photoshop it stops at 19%, Bridge at 67%, Lightroom at 43%.

[kglad]

make sure you have plenty of room on your c drive, no matter which drive you're designating as the install drive.

restart your computer.

retry updating, one program at a time.

[yvondaigle]

I update 1 application at the time and I have 524G free on my C drive

[kglad]

restart your computer

update ps only

what exactly is the error message (if there is one)?

do you have a wired stable internet connect?

[yvondaigle]

I restart my PC, I try to update PS only, and it stop at 19% without an error mesage. I have a stable wired internet and I have no problem with video, TV programs, other update or download program from other compagny. The only problem that I have is with Adobe.

[kglad]

check the version of ps installed.  i just updated to v 20.0.7 

i'm at adobe max using their wireless connection (~20mbps) and it took about 15 min to update. 

if you don't have 20.0.7 or later (check it) and if the update appears to hang at 19%, you're connecting with adobe and either losing your connection or or the download/install is preceeding but your display doesn't show it.

if it's the later, let it hang overnight while you sleep.  change your computer settings to prevent it from sleeping, if necessary.

then, if it's still hanging hours later when you awake, restart your computer and check the cc desktop app to see if ps updated.  if it appears not to have updated, check the installation directory to see if the new version is installed.  

[yvondaigle]

My PS vers is 20.0.7 I dont beleived I loose the internet connection because it always stop at 19% and I try 10 times to update PS since this afternoon. Maybe I will try overnight.

[kglad]

you have the latest version.

[yvondaigle]

A new version come out today. For PS, Bridge, LR Classic etc....

[yvondaigle]

Look this

http://m1-page.mail.adobe.com/nl/jsp/m.jsp?c=%40QlLlsq9vRyISQhNIZ5T960whkJcCvU%2BARiSOqlQRJ3I%3D 

[kglad]

i got v 21.0.0 a few hours after my previous post.

first try, resetting the cc app: To reset the Creative Cloud desktop app, make sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

then try updating.  if that fails,

uninstall ps using the cc app, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html
restart your computer (don't skip this)
reinstall ps and check the version.

[yvondaigle]

I did it what you said and now it is and impossible to reinstall PS, it stop at 19%.

[kglad]

try these, https://helpx.adobe.com/creative-cloud/kb/stop-respoding-downloading-apps.html

if they all fail, using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

[yvondaigle]

I passed 3 hours on the phone with Adobe and no success. I am not happy Grrrrr!

[Jeffrey_A_Wright]

Yvongaigle, sorry you are facing so many problems utilizing a Creative Cloud membership.  What type of Creative Cloud membership did your company purchase for you?

You also mentioned you have been in contact with our support team.  Can you please update this public forum discussion with your case number.  You can find details on how to locate and update your recent support cases at https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html.

[yvondaigle]

Hi Jeff,

It is my personal PC and it is the Photography membership.

I was on the phone with the support for 3 hour today. The technician try many thing without success. He told me that he will give this problem to a senoir tech and they will call me back. 

[Jeffrey_A_Wright]

Thanks, Yvongaigle, please feel free to update this public forum discussion, with your case number, if you face any additional difficulties.

[yvondaigle]

OK

[Jeffrey_A_Wright]

Thanks, Yvongaigle, I am showing that case ADB-9767743-Y9G4 has been escalated.

[yvondaigle]

No development in my case. On November 5th I was told that a senior technician will call me back in 24 to 48 hours maximum. Since this morning, 72 hours later, I had no news, I called. I was told that I will be called back on Monday. I hope it will not be postponed and it will be Monday.

[Jeffrey_A_Wright]

I am sorry to hear that, Yvongaigle. You did take the proper step and contacted our support team to inquire about the status.  I just reviewed case ADB-9767743-Y9G4 and they have promised you a call back on Monday.

[yvondaigle]

I waited all morning the call of Adobe. I call them and in the afternoon, I spent 90 minutes with a technician from Adobe, and nothing is settled. I still have my same problem that started two months ago. He told me that many people have the same problem as me and the engineering department will have to work more quickly to solve this problem. They known this problem and have not fixed anything to date. He will call me wednesday but nothing is guaranteed that he will have the solution. Do not ask me if I am satisfied.

[Jeffrey_A_Wright]

I am sorry, Yvonne.  I do show that you were promised a callback within 15 minutes, which never occurred.  I have requested that you be contacted this morning at the phone number on file.  I will update this public discussion thread once I am aware of any updates, Yvon.

[yvondaigle]

I spoke with the technician yesterday and he try to help me. But after 90 minutes, he said he know this problem but this have to be solve by the eng. dept. He have to see the engineering dept and he will call me back on wenesday.

[Jeffrey_A_Wright]

Ok, thanks for the update, Yvon.  I am sorry that you have faced so many problems.

As an alternative, you may want to try reverting to macOS 10.14.  I found two web pages that may be of assistance, Yvon.  Please see the following:

•  https://support.apple.com/guide/mac-help/revert-to-a-previous-macos-version-mh15216/mac
• https://www.imore.com/how-downgrade-macos

I will still update this public discussion once I receive a response to my callback request, Yvon.