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wirrah
wirrah
Participating Frequently
October 27, 2022
Question

Cannot re-install Creative Cloud in Ventura MACOS

  • October 27, 2022
  • 5 replies
  • 3789 views

Due to a fan and disk failure replaced under warranty I now have Ventura on my Mac (previously Big Sur). I imported everything from timemachine but... "Adobe Creative Cloud" application starts but does nothing. I uninstalled it (that worked) however the installer does not work. It simply loads, does nothing (no messages or icon appearing in the dock) then goes into an "unresponsive state" and I have to force quit it. Both Lightroom Classic and Photoshop hang on start up. Not sure where to go from here.

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5 replies

R
rowanramsay
Participant
December 4, 2022

Hi all, I have solved this in an easy 2 steps.

1. Open the activity monitor in Applications/utilities/
2. Sctroll through and close all the ADOBE processes (Adobe content synchroniser, adobe crash handler, adobe desktop services, CC LIBRARY, CCXProcesses & Creative Cloud) I only had a coupl of these but there may be more.
This should close the unclosabel CC App and allow you to install the latest version.

Took me 5 mins.

    wirrah
    wirrahAuthor
    Participating Frequently
    October 29, 2022

    After creating a new account on the Mac and getting it up and running it is now working ok on my usual account. Not sure what changed but all good now. Thanks everyone for your input.

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    October 29, 2022

    good to hear that.

    T
    Test Screen Name
    Legend
    October 28, 2022

    I wonder if Time Machine could be used to restore the older system, not just your files, in recovery mode? (Would wipe out everything, but when it came back from repair it had nothing, right?)

    wirrah
    wirrahAuthor
    Participating Frequently
    October 28, 2022

    Thanks, I did consider this. However they replaced the disk drive so the restore was no longer available and requires an online o/s load. Not feasible unfortunately as I am on a 1 megabit/s ADSL line - and that's on a good day 🙂 Well at least they replaced the 2tb with a 3tb drive at no cost.

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    October 27, 2022

    be aware of current issues with adobe and ventura, https://helpx.adobe.com/download-install/kb/macos-ventura-compatability-common-issues.html

      Jeffrey_A_Wright
      Community Manager
      Jeffrey_A_WrightCommunity Manager
      Community Manager
      October 27, 2022

      Wirrah, sorry you are having to set back up the Mac. You can try downloading and running the CC Cleaner Tool from https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html to remove the files that were copied to the computer by Time Machine.

       

      Once the files are removed, you can then utilize the steps listed in https://helpx.adobe.com/download-install/using/install-apps-number-of-computers.html to reinstall any Creative Cloud applications that you want to use on the computer.

       

      If the fails are unable to be removed, or you continue to receive installation errors, Wirrah, then you may want to start the restoration process over and only restore any required documents and settings from the previous installation.  Adobe applications are not designed to be recovered from a Time Machine back up, and doing so can lead to unexpected behavior, such as applications not loading or crashing.

      wirrah
      wirrahAuthor
      Participating Frequently
      October 28, 2022

      I ran the cleaner after following all the instructions and rebooted as well. Still no good. While all the applications have gone, the Creative Cloud installer still does nothing. It still starts, uses 0.08 CPU & 2 threads then just sits there. No interaction and no dock icon. The only difference now is that it doesn't become "unresponsive".

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      October 28, 2022

      Didn't see that at first sorry. Went back and downloaded it. Same story though. Installer starts and just stalls, no user interface activity and eventually goes "unresponsive".


      use a browser that allows popups and cookies and contact adobe support by clicking here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
      in the chat field (lower right), type AGENT
      be patient, it can take quite a while to reach a human

      p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

      p.p.s. you can also use twitter to tweet @AdobeCare

      p.p.p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true

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