Always problems to update

Report · Nov 04, 2019

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%.

Report · Nov 12, 2019

Thank you Jeff,

I am with Window 10 not Mac

Report · Nov 12, 2019

Ok, thanks for the clarification, Yvon!

Report · Nov 13, 2019

The story is to long but I give you an update. I hate more and more Adobe. I have an apointment and I have to leave now.

Report · Nov 13, 2019

Yvon, I am showing that Arvind has arranged a call back for this Friday. Did you have to contact Arvind or were you contacted and then had to arrange a new time?

Report · Nov 13, 2019

I dont know Arvind, who is he? My contact is Parth (in India) I just send him an email. I ask him a few questions and if I am not loose my time and they know what to do, I will have maby a call back tomorrow. I will give you an update. I spend to many time on this and I do not want to loose more.

Report · Nov 13, 2019

I am so sorry, Yvon. Please do not hesitate to continue updating this public forum discussion if you face any additional difficulties. I will be looking for your update tomorrow. I hope you have a great rest of your Wednesday!

Report · Nov 15, 2019

After another 3 hours yesterday with the Adobe technician, to find an alternative way to make Creative Cloud work for the update, I made a decision. I lost too much time and I will not do anything for a while. I will wait for the engineering department to find the definitive solution to this problem. They have my logs, they have to work on this problem and I will wait. I hope that it will not be too long and they will advise when it will be solved. Now, I have all the Adobe software I need. Except that I can not update it. But I am very disappointed that this is a problem they have been experiencing for a few months and have not put more effort into solving it. My subscription end next week, I lost so many hour on Adobe programs and I'm going to start thinking about what I'm going to do for the future.

Report · Nov 18, 2019

Thank you for the update, Yvon. I am sorry this has been such a difficult experience. I hope our engineering team can discover a solution for you soon!

Report · Nov 18, 2019

Hi Jeff,

But it is not only for me, a lat of people have the same issue.

Report · Nov 21, 2019

Hi Jeff and everybody who follow this,

I found a way to made my update with this problem with the help of somebody on DPReview forum.

The suggestions is:

In the past when I've run into this issue, I found I had to be logged into my Adobe account with an open browser to get it to work.

First try, I opened Adobe.com page with Chrome, loged with my account. After, I opened Creative Cloud application and start the installation of Photoshop update V20.0.1. The update stoped at 44%. Second try, I opened my Adobe page account on Adobe.com and after, start the update. WOW! it work. 🙂
After two week to try to update any Creative Cloud applications without success, I finaly maked an update.

Hope this will continu to work with this way in the future.

I am suppose to have an appointment friday with Adobe tech. I will try to contact them to tell this.

Thank you everybody

Report · Nov 21, 2019

Interesting, Yvon, I am glad you were able to resolve the error, and I am sorry our Engineering teams were not able to develop a solution.

I have one last request, Yvon, could you download and run the CC log collector tool from http://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html. Once it has been run if you could please update your support case with the unique identifier that is provided to you as part of the upload process.

By doing this you will let our support team know that the error is now solved, and it will provide our Engineering team with updated logs that they can review.

Report · Nov 21, 2019

I did it Jeff and I send an email to the technician of Adobe Care explain what I did.

Report · Nov 21, 2019

Fantastic, thank you, Yvon! My apologies again for the inconvenience.

Report · Nov 28, 2019

Nothing new on my case.

I was supposed to have a phone call etc, on nov 22, finally I had only an email exchange. Because they dont found a solution yet. And I still wait for them.

Report · Dec 02, 2019

Happy Monday, Yvon, and thank you for the update!

I know our Engineering Teams have been working hard to diagnose and come up with a solution. I am glad to hear that our support team provided you an update and are continuing to keep the case active.

Report · Dec 10, 2019

Hi Jeff,

No news, I just send this email to Adobe

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I'm discouraged, It's been since the month of September that I started to have problems with Adobe applications and it's worse since November 4th.

I'm wasting my time trying to make updates that are never done. I pay for those apps but I cant update them. I spend my time calling you or contacting you to have it work. But it never work.

Today, December 10, there are 4 updates and nothing is updated. I launch updates, Photoshop stops at 19%, Lightroom at 43%, Bridge at 27% and Camera Raw at 49%. I have tried 3 or 4 times since this morning, and they always stops at the same percentage.

Currently, I have all my applications up to date, except today's update, but when will you fix the problem?

It seems to me that it's been quite a long time

Please answer me.

Report · Jan 15, 2020

Hi,

Adobe is unable to correct this problem.

Since yesterday that I try to update Bridge and that stops at 43%. This problem has persisted for several months. I have my applications up to date. Because they were directly downloaded with a direct link from the Adobe technician. But I and many others have the same problem. Unable to update any applications.