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davidw36218783
Participant
October 29, 2019
Answered

Creative Cloud and Apps Fail to Download & Update

  • October 29, 2019
  • 2 replies
  • 2546 views

I've tried everything I've been able to research from the internet about methods to fix my issue(s). 

 

Whenever I try to download the Creative Cloud App or an application through Creative Cloud, the installation just....stops.  I'm using Windows 10.  My network activity seems to be going fine until the communication just falls off to nothing.  I don't get any error codes. 

 

I've tried uninstalling and reinstalling, and cleaning with the adobe cleaning tool.  I just finished completely reinstalling Windows 10 and I am still having the same trouble.  I'm not a happy camper.

 

I first noticed the problem a little over a week ago when I noticed nearly all my Adobe apps had not updated in quite some time.

 

Tech support had me download and install the files manually.  I suppose that is a nice work-around, except that the apps are still telling me that they need to be updated.  I have the same problem downloading the updates.  The download process goes for a little while and then it just hangs.  I haven't had any problem downloading and installing the program files manually.  But I haven't seen anywhere to manually download upates.

 

I'm a professional graphic designer and don't think it's unreasonable to expect that Creative Cloud keep my apps as up to date as possible.  I've never had this much trouble with Adobe in the 20+ years I've been using their products.

 

Any assistance or suggestions what else I might try would be appreciated.

This topic has been closed for replies.
Correct answer davidw36218783

David, Error Code 72 indicates that permission is being denied access to a critical file or directory.  You can find more information on how to resolve this error at https://helpx.adobe.com/creative-cloud/kb/Error-code-42-or-72-when-installing-or-updating-Creative-Cloud-desktop-app.html.


So over the weekend I spent working continuing to try to figure out what my issue is.  I tried downloading and installing a new certificate (I am running Windows 10 Home, which does not use Local Group Policy Editor). 

 

I was still unsuccessful in installing.  However, I managed to spend some time digging around in the install logs and kept finding error codes (I think 201?) that my connection to the Adobe server was timing out.

 

I had disabled my Norton 360 antivirus and firewall, but made the discovery that Norton VPN was still running in the background even though it was not activated in the Norton control panel (!?!?!)  Unable to kill it permanently, I ultimately tried installing it with Norton running and VPN turned on.... and I managed to install the regular CC installer.  Sort of.  It actually stopped installing around 85%, but it acted like it had finished installing, and I was able to click on my desktop icon and run the program.

 

After a couple tries I was also able to install my apps and got everything running.  Of course, Adobe apparently had a big update today and now it's trying to download everything again.  We'll see how successful it is.

 

In doing research I've discovered a lot of people are apparently having weird problems with the built-in version of Norton VPN not running properly on reboot.  So far on my system it seems to only affect the CC installer.  I just wish I'd realized that a couple weeks ago and it would possibly have saved me a lot of stress in trying to get my Adobe apps running properly.

2 replies

Govardhan.V
Govardhan.V
Participating Frequently
October 29, 2019

After uninstalling Adobe Creative Cloud desktop app. Follow below steps:

Step 1 :

Open C:drive and navigate to C:\Program Files (x86)\ " Common Files" \Adobe.

Open Adobe folder and delete folders named Adobe Application Manager and OOBE.

 

Step 2:

 

Navigate to C:\Program Files (x86)\Adobe.

Open Adobe folder and if present delete Adobe Creative Cloud folder. [**important]

Unable to delete??? rename it to Adobe Creative Cloud-old.

Step 3 :

 

Press Windows button (located between Ctrl and Alt buttons) along with R button together at a time , you will get a run command window.

Type in below command and hit 'Enter' key.

appdata

Then navigate to Local>Adobe.

Open Adobe folder and delete folders named AAMUpdater and OOBE.

 

Step 4 :

Make sure Adobe Creative Cloud is not listed under Control Panel > Program and Features. list.

 

Then download and install Adobe Creative Cloud application and check.

 

https://ccmdls.adobe.com/AdobeProducts/KCCC/1/win32/CreativeCloudSet-Up.exe

 

    D
    davidw36218783Author
    Participant
    October 30, 2019

    Thank you for the reply.

     

    I tried this procedure again (I had tried it before) hoping that perhaps with a clean install I would have better luck.  It did not work.  I had none of the directories listed in your steps 1 through 3.  When I tried to run the file downloaded in Step 4, it gave me error code 72 and would not run.   I went back and made sure my Windows was up to date and tried running it again.  It didn't work the second time either.  

     

    I then tried downloading and running the CC installer again a couple times.  It hung again at 20% and then at 18%.

     

    : (

     

     

    Jeffrey_A_Wright
    Community Manager
    Jeffrey_A_WrightCommunity Manager
    Community Manager
    November 5, 2019

    So over the weekend I spent working continuing to try to figure out what my issue is.  I tried downloading and installing a new certificate (I am running Windows 10 Home, which does not use Local Group Policy Editor). 

     

    I was still unsuccessful in installing.  However, I managed to spend some time digging around in the install logs and kept finding error codes (I think 201?) that my connection to the Adobe server was timing out.

     

    I had disabled my Norton 360 antivirus and firewall, but made the discovery that Norton VPN was still running in the background even though it was not activated in the Norton control panel (!?!?!)  Unable to kill it permanently, I ultimately tried installing it with Norton running and VPN turned on.... and I managed to install the regular CC installer.  Sort of.  It actually stopped installing around 85%, but it acted like it had finished installing, and I was able to click on my desktop icon and run the program.

     

    After a couple tries I was also able to install my apps and got everything running.  Of course, Adobe apparently had a big update today and now it's trying to download everything again.  We'll see how successful it is.

     

    In doing research I've discovered a lot of people are apparently having weird problems with the built-in version of Norton VPN not running properly on reboot.  So far on my system it seems to only affect the CC installer.  I just wish I'd realized that a couple weeks ago and it would possibly have saved me a lot of stress in trying to get my Adobe apps running properly.


    Thanks for the informative update, Davidw36218783, I will keep this information in mind for others who may be facing Error Code 72!

      C
      chrisblc
      Participant
      October 29, 2019

      Hi David,

      I have strictly the same event...  And didn't found any issue quite now

      "The download process goes for a little while and then it just hangs. "  it stop and fail under 30% for me.

      Christian

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