Can't install any CC apps because nothing happens when I open the Installer/Uninstaller DMGs.

Report · Feb 16, 2022

Hello, I just got a new 2021 Macbook Pro 14-inch M1 Pro chip, 16GB memory, running macOS Monterey v12.2. I am trying to get my Adobe CC apps installed onto it (and I'm on a time limit because I need to send in my old macbook for trade but can't until I have access to the CC apps). But nothing is working.

I've attached a video of what is happening, but basically, I'm following the instructions to download the CC app installer (I have also tried this with the individual app installers like Ps and Id), opening the zip file in Finder, opening the installer in Finder, approving the "this app is downloaded from the internet" notification, then... nothing happens. After 5 minutes still nothing. I don't get an error message or anything. It shows up in my Locations sidebar on Finder but otherwise you wouldn't know it's been opened.

I disabled my firewall, I looked at the Activity Monitor but I can't really make sense of it. I permanently deleted and redownloaded the zip files, I tried the Uninstaller tool, it all does the same thing which is nothing. The only thing I tried that seemed to do something was the CC Cleaner Tool, which didn't even open for 1 second before it quit unexpectedly and gave me an error message which I've put below. Please help me get this problem figured out as soon as possible, I would really appreciate it!

Cleaner Tool error message:

-------------------------------------
Translated Report (Full Report Below)
-------------------------------------

Incident Identifier: DAE922F5-EDA3-4376-930F-E50AFB3E29B8
CrashReporter Key: 12E84762-3E65-DE61-67EE-CFCBC0B15C59
Hardware Model: MacBookPro18,3
Process: Adobe Creative Cloud Cleaner Tool [13805]
Path: /Volumes/*/Adobe Creative Cloud Cleaner Tool.app/Contents/MacOS/Adobe Creative Cloud Cleaner Tool
Identifier: com.Adobe.Installers.AdobeCreativeCloudCleanerTool
Version: 4.3.0.190 (4.3.0.190)
Code Type: X86-64 (Native)
Role: Background
Parent Process: launchd [1]
Coalition: com.Adobe.Installers.AdobeCreativeCloudCleanerTool [9374]

Date/Time: 2022-02-16 12:35:58.7448 -0700
Launch Time: 2022-02-16 12:35:56.2261 -0700
OS Version: macOS 12.2 (21D49)
Release Type: User
Report Version: 104

Exception Type: EXC_BREAKPOINT (SIGTRAP)
Exception Codes: 0x0000000000000001, 0x00007ff7ffe29af8
Exception Note: EXC_CORPSE_NOTIFY
Termination Reason: SIGNAL 5 Trace/BPT trap: 5
Terminating Process: exc handler [13805]

Triggered by Thread: 0

Application Specific Information:
rosetta error: /var/db/oah/279281327407104_279281327407104/0dfebe036f1c6f3da5fbacb33c1223b2f8c751b7ec4e85225a72355ddee25311/Adobe Creative Cloud Cleaner Tool.aot: attachment of code signature supplement failed: 1

Thread 0 Crashed:
0 runtime 0x7ff7ffe29af8 0x7ff7ffe0d000 + 117496
1 runtime 0x7ff7ffe29b40 0x7ff7ffe0d000 + 117568
2 runtime 0x7ff7ffe20440 0x7ff7ffe0d000 + 78912
3 runtime 0x7ff7ffe21518 0x7ff7ffe0d000 + 83224
4 runtime 0x7ff7ffe20c94 0x7ff7ffe0d000 + 81044
5 runtime 0x7ff7ffe10a80 0x7ff7ffe0d000 + 14976
6 ??? 0x3 ???

Thread 0 crashed with ARM Thread State (64-bit):
x0: 0x0000000000000000 x1: 0x0000000000000003 x2: 0x000000000000003c x3: 0x000000000000002c
x4: 0x0000000000000303 x5: 0x0000000000000000 x6: 0x0000000000000000 x7: 0x0000000000000000
x8: 0x00007ff7ffe48000 x9: 0x0000000000000000 x10: 0x0000000000000000 x11: 0x00007ff7ffe48964
x12: 0x0000000000000000 x13: 0x0000000000000000 x14: 0x0000000000000000 x15: 0x00007ff7ffe30828
x16: 0xffffffffffffffe1 x17: 0x00000000ffffffff x18: 0x000000030cc7dffb x19: 0x00007ff7ffe3e2e1
x20: 0x000000030cc7e6b0 x21: 0x00000001045bf000 x22: 0x0000000000000004 x23: 0x00000001045bf000
x24: 0x0000000000000003 x25: 0x0000000000000001 x26: 0x000000030cc7db10 x27: 0x00000002048051b8
x28: 0x000000030cc868e0 fp: 0x000000030cc7c8f0 lr: 0x00007ff7ffe29af0
sp: 0x000000030cc7c8d0 pc: 0x00007ff7ffe29af8 cpsr: 0x60001000
far: 0x000000030cc7c908 esr: 0xf2000001 (Breakpoint) brk 1

Binary Images:
0x7ff7ffe0d000 - 0x7ff7ffe3cfff runtime (*) <faca02c7-0a4c-3629-a746-55ddcfee9116> /usr/libexec/rosetta/runtime
0x0 - 0xffffffffffffffff ??? (*) <00000000-0000-0000-0000-000000000000> ???

Error Formulating Crash Report:
dyld_process_snapshot_get_shared_cache failed

EOF

-----------
Full Report
-----------

{"app_name":"Adobe Creative Cloud Cleaner Tool","timestamp":"2022-02-16 12:35:58.00 -0700","app_version":"4.3.0.190","slice_uuid":"93376b2e-6ae8-3bbf-bfc5-db4c07201da4","build_version":"4.3.0.190","platform":0,"bundleID":"com.Adobe.Installers.AdobeCreativeCloudCleanerTool","share_with_app_devs":0,"is_first_party":0,"bug_type":"309","os_version":"macOS 12.2 (21D49)","incident_id":"DAE922F5-EDA3-4376-930F-E50AFB3E29B8","name":"Adobe Creative Cloud Cleaner Tool"}
{
"uptime" : 49000,
"procLaunch" : "2022-02-16 12:35:56.2261 -0700",
"procRole" : "Background",
"version" : 2,
"userID" : 501,
"deployVersion" : 210,
"modelCode" : "MacBookPro18,3",
"procStartAbsTime" : 1186764315295,
"coalitionID" : 9374,
"osVersion" : {
"train" : "macOS 12.2",
"build" : "21D49",
"releaseType" : "User"
},
"captureTime" : "2022-02-16 12:35:58.7448 -0700",
"incident" : "DAE922F5-EDA3-4376-930F-E50AFB3E29B8",
"bug_type" : "309",
"pid" : 13805,
"procExitAbsTime" : 1186824727350,
"translated" : true,
"cpuType" : "X86-64",
"procName" : "Adobe Creative Cloud Cleaner Tool",
"procPath" : "\/Volumes\/*\/Adobe Creative Cloud Cleaner Tool.app\/Contents\/MacOS\/Adobe Creative Cloud Cleaner Tool",
"bundleInfo" : {"CFBundleShortVersionString":"4.3.0.190","CFBundleVersion":"4.3.0.190","CFBundleIdentifier":"com.Adobe.Installers.AdobeCreativeCloudCleanerTool"},
"storeInfo" : {"deviceIdentifierForVendor":"8650D742-D17A-521B-9862-372B9D2A0C55","thirdParty":true},
"parentProc" : "launchd",
"parentPid" : 1,
"coalitionName" : "com.Adobe.Installers.AdobeCreativeCloudCleanerTool",
"crashReporterKey" : "12E84762-3E65-DE61-67EE-CFCBC0B15C59",
"wakeTime" : 630,
"sleepWakeUUID" : "6C596D5B-A143-4C67-8D44-31993F355EC8",
"sip" : "enabled",
"isCorpse" : 1,
"exception" : {"codes":"0x0000000000000001, 0x00007ff7ffe29af8","rawCodes":[1,140703126690552],"type":"EXC_BREAKPOINT","signal":"SIGTRAP"},
"termination" : {"flags":0,"code":5,"namespace":"SIGNAL","indicator":"Trace\/BPT trap: 5","byProc":"exc handler","byPid":13805},
"asi" : {"runtime":["rosetta error: \/var\/db\/oah\/279281327407104_279281327407104\/0dfebe036f1c6f3da5fbacb33c1223b2f8c751b7ec4e85225a72355ddee25311\/Adobe Creative Cloud Cleaner Tool.aot: attachment of code signature supplement failed: 1"]},
"extMods" : {"caller":{"thread_create":0,"thread_set_state":0,"task_for_pid":0},"system":{"thread_create":0,"thread_set_state":0,"task_for_pid":0},"targeted":{"thread_create":0,"thread_set_state":0,"task_for_pid":0},"warnings":0},
"faultingThread" : 0,
"threads" : [{"triggered":true,"id":327371,"threadState":{"x":[{"value":0},{"value":3},{"value":60},{"value":44},{"value":771},{"value":0},{"value":0},{"value":0},{"value":140703126814720},{"value":0},{"value":0},{"value":140703126817124,"symbolLocation":220,"symbol":"__crashreporter_info__"},{"value":0},{"value":0},{"value":0},{"value":140703126718504},{"value":18446744073709551585},{"value":4294967295},{"value":13099327483},{"value":140703126774497},{"value":13099329200},{"value":4368101376},{"value":4},{"value":4368101376},{"value":3},{"value":1},{"value":13099326224},{"value":8665452984,"symbolLocation":0,"symbol":"dyld_all_image_infos"},{"value":13099362528}],"flavor":"ARM_THREAD_STATE64","lr":{"value":140703126690544},"cpsr":{"value":1610616832},"fp":{"value":13099321584},"sp":{"value":13099321552},"esr":{"value":4060086273,"description":"(Breakpoint) brk 1"},"pc":{"value":140703126690552,"matchesCrashFrame":1},"far":{"value":13099321608}},"frames":[{"imageOffset":117496,"imageIndex":0},{"imageOffset":117568,"imageIndex":0},{"imageOffset":78912,"imageIndex":0},{"imageOffset":83224,"imageIndex":0},{"imageOffset":81044,"imageIndex":0},{"imageOffset":14976,"imageIndex":0},{"imageOffset":3,"imageIndex":1}]}],
"usedImages" : [
{
"source" : "P",
"arch" : "arm64",
"base" : 140703126573056,
"size" : 196608,
"uuid" : "faca02c7-0a4c-3629-a746-55ddcfee9116",
"path" : "\/usr\/libexec\/rosetta\/runtime",
"name" : "runtime"
},
{
"size" : 0,
"source" : "A",
"base" : 0,
"uuid" : "00000000-0000-0000-0000-000000000000"
}
],
"vmSummary" : "ReadOnly portion of Libraries: Total=840K resident=0K(0%) swapped_out_or_unallocated=840K(100%)\nWritable regions: Total=10.2M written=0K(0%) resident=0K(0%) swapped_out=0K(0%) unallocated=10.2M(100%)\n\n VIRTUAL REGION \nREGION TYPE SIZE COUNT (non-coalesced) \n=========== ======= ======= \nSTACK GUARD 56.0M 1 \nStack 8176K 1 \nVM_ALLOCATE (reserved) 2196K 1 reserved VM address space (unallocated)\n__DATA 80K 3 \n__DATA_CONST 80K 1 \n__LINKEDIT 240K 4 \n__TEXT 624K 2 \nmapped file 1492K 3 \n=========== ======= ======= \nTOTAL 68.6M 16 \nTOTAL, minus reserved VM space 66.5M 16 \n",
"legacyInfo" : {
"threadTriggered" : {

}
},
"trialInfo" : {
"rollouts" : [
{
"rolloutId" : "601d9415f79519000ccd4b69",
"factorPackIds" : {
"SIRI_TEXT_TO_SPEECH" : "620161cb295c182621eced20"
},
"deploymentId" : 240000392
},
{
"rolloutId" : "5ffde50ce2aacd000d47a95f",
"factorPackIds" : {

},
"deploymentId" : 240000106
},
{
"rolloutId" : "602ad4dac86151000cf27e46",
"factorPackIds" : {
"SIRI_DICTATION_ASSETS" : "61fb0e87c773c43cde3bb80e"
},
"deploymentId" : 240000305
},
{
"rolloutId" : "5fc94383418129005b4e9ae0",
"factorPackIds" : {

},
"deploymentId" : 240000231
},
{
"rolloutId" : "60da5e84ab0ca017dace9abf",
"factorPackIds" : {

},
"deploymentId" : 240000008
},
{
"rolloutId" : "607844aa04477260f58a8077",
"factorPackIds" : {
"SIRI_MORPHUN_ASSETS" : "6103050cbfe6dc472e1c982a"
},
"deploymentId" : 240000066
}
],
"experiments" : [

]
},
"reportNotes" : [
"dyld_process_snapshot_get_shared_cache failed"
]
}

Model: MacBookPro18,3, BootROM 7429.81.3, proc 8:6:2 processors, 16 GB, SMC
Graphics: Apple M1 Pro, Apple M1 Pro, Built-In
Display: Color LCD, 3024 x 1964 Retina, Main, MirrorOff, Online
Memory Module: LPDDR5
AirPort: Wi-Fi, wl0: Dec 13 2021 17:12:34 version 20.10.853.31.8.7.109 FWID 01-804e92d8
Bluetooth: Version (null), 0 services, 0 devices, 0 incoming serial ports
Network Service: Wi-Fi, AirPort, en0
USB Device: USB31Bus
USB Device: USB31Bus
USB Device: USB31Bus
Thunderbolt Bus: MacBook Pro, Apple Inc.
Thunderbolt Bus: MacBook Pro, Apple Inc.
Thunderbolt Bus: MacBook Pro, Apple Inc.

Report · Feb 17, 2022

you shouldn't be downloading a zip file. you should be downloading a dmg file and just double click it to start installing it.

using your new mac, download and install the cc desktop app from here https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud and use it to install your adobe subscription and trial programs.

if you have trouble downloading, use the alternative download site at page bottom here, https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html

Report · Feb 18, 2022

Try going to System Preferences > Security & Privacy and making sure that "Allow Apps Downloaded From : " is set to " App Store and Identified Developers". If not, change it to that setting. This is what could be preventing your Mac from running the installer.

Report · Feb 18, 2022

Some more random thoughts.

1. Reboot and try again, if you haven't. This specific problem was noted for other apps and rebooting solved it for most people.

2. Do you have a Mac antivirus? If so temporarily turn it off.

3 Open the Console app from Utilities in Applications. Look at the System Log. Now, see if any entries appear when you try to run the Creative Cloud installer.

Report · Feb 18, 2022

First, I agree with the other comments that you should not be installing a zip. But from the screenshot you are trying to do this all in Chrome. Have you tried downloading the CC App first and installing through the App and not through the web interface? https://creativecloud.adobe.com/en/apps/download/creative-cloud

That should install the CC app and it should show in your menu bar near the clock. From inside the app you should see products included with your plan and then an option to install directly, no dmg download like you are seeing.

Adobe Community

Can't install any CC apps because nothing happens when I open the Installer/Uninstaller DMGs.