Creative Cloud app installation problems.

[JRC_User]

Hi all.

I have just downloaded the Creative Cloud app and tried to install it on my Mac Mini running Mac OS Catalina but it reaches 21.5% and then it stops and stays there. I have been successful in installing it on my Macbook Pro runnning Mac OS High Sierra (10.13.6) and on my Mac Pro running Catalina (10.15) but can't seem to have success installing on the Mac Mini.

The Mac Mini has Creative Suite CS6 installed in it. The Mac Pro had a similar situation and it didn't appear that the presence of CS6 created any conflict but I thought I would report it here just in case.

Any ideas as to what may be the cause for this problem?

Thank you in advance.

[光男鄭5917517]

Same problem. damn. Officials still can't deal with it. Does anyone get any solutions? 

[Jeffrey_A_Wright]

Drjchamberlain and Adobeerror404, please check the install log so that the exact error that is preventing the installation can be identified.  Please see https://helpx.adobe.com/creative-cloud/kb/troubleshoot-download-install-logs.html for information on how to locate and interpret the errors that are stored within the log files on the computer.

[JRC_User]

Thank you very much for your help and reply, Jeff.

I didn't find the folder referenced in the link you provided. Instead of /Library/logs/Adobe/Installers/ my computer only has the following:

/Library/Logs/Adobe

The Adobe folder contains the following:

1. Adobe Acrobat Updater.log (file)

2. LogTransport2 (folder)

The LogTransport2 folder doesn't contain anything inside it.

Is there any location where I should look for the installation log?

Thank you again, Jeff.

[Jeffrey_A_Wright]

Drjchamberlain, if you are seeing a folder title LogTransport then you are browsing to the Hidden User Library folder.  Please go to root Library which is displayed when you first open the hard drive.  Once in the Library folder then browse to /Library/logs/Adobe/Installers/.

[JRC_User]

Hello again Jeff and thank you for your help. You are right. This time I checked the root Library folder and it also doesn't contain a folder labeled Adobe. It has the following folders:

1. CreativeCloud

2. DiagnosticReports

3. Microsoft

4. Xsan

In addition to the folders above it also contains the following 2 files:

1. FlashPlayerInstallManager.log

2. LKDC-setup.log

Inside the CreativeCloud folder I found another folder labeled ACC and inside this folder only one file labeled ACC.log

Is there another location I should check?

Thank you again Jeff.

[Jeffrey_A_Wright]

Thanks for the update, Drjchanberlain.  I don't know why you are not showing any log files in the proper location.  Please contact our support team at https://helpx.adobe.com/contact.html so direct assistance can be provided to resolve the installation errors.

[vladislavk93853582]

@Drjchamberlain, I have the same. Everything that you are describing. Any updates from Adobe? Thanks in advance

[JRC_User]

Hello Jeff_A_Wright, vladislavk93853582 and adoberror404,

First I wish to thank you for all your help, Jeff. I have followed your advice and looked for additional information on the pages you referenced in your reply. I am happy to report that I have resolved my problem, installed the Creative Cloud app and installed all Adobe software I usually run with my subscription of Creative Cloud (Photoshop, Lightroom, Bridge, InDesign, Illustrator, Premiere, After Effects, Camera Raw). I also wish to add that I like the new panel on the Creative Cloud app that is far larger and more informative than the previous one.

This is what I did:

1. Following instructions available on Adobe's support website I downloaded and ran the 'Creative Cloud Cleaner Tool' app.

2. The app didn't remove all the Adobe CS6 apps as I had selected.

3. I removed all the remaining CS6 apps using the AppZapper app (this is a nice app that removes applications and all files associated with them).

4. The AppZapper was able to remove all CS6 apps but the folder for Acrobat stayed behind with one file in it labeled 'Acrobat Uninstall'. I manually selected the folder and deleted it.

5. As it is recommended on Adobe's support website I also renamed the folder OOBE to OOBE.old.

After this I was able to install the Creative Cloud app and all other Adobe apps without any problems.

Here is the link to the page where you will find the relevant information:

https://helpx.adobe.com/download-install/kb/failed-install-creative-cloud-desktop.html

Here is the link to the AppZapper I used:

<Removed by Moderator>

I hope this helps and thank you again, Jeff.

[Jeffrey_A_Wright]

This is great news, Drjchamberlin!  Thank you very much for the update, I am sure they will be beneficial to other individuals who are encountering similar errors.