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Creative Cloud app installer crashes, cleanup does not resolve the issue

Community Beginner ,
Feb 07, 2023 Feb 07, 2023

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I have been trying to reinstall CC for Adobe for days now, after automatic updates started failing and repairing didn't resolve the issue any more. 

Currently I'm ubable to even get to an interactive screen of the installer application, the Adobe Installer (32 bits) process fails before any screen pops up. Nor can I find any logging. I have run all removal tools multiple times, but i cannot get it to resolve.

Can anyone help me with this issue? Please don't point to AdobeCreativeCloudCleanerTool.exe or creative_cloud_uninstaller.zip process, I have run those multiple times.

 

Regards,

 

Hans

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Community Expert ,
Feb 07, 2023 Feb 07, 2023

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you can probably skip straight to the clean* install:

 

reset the cc desktop app by making sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R


if that fails, repair per https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html


if that fails, uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes... and then reinstall using*

*
if that fails, do a clean cc install carefully following each applicable (meaning some steps you may not be able to apply) step:

uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

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Community Beginner ,
Feb 07, 2023 Feb 07, 2023

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Thanks for this answer, it led me to investigate Windows Updates and it turned out that there was a problem there. I did all the repairs on windows updates:

https://appuals.com/windows-update-error-0x800f0984/#:~:text=Run%20DISM%20and%20SFC%20Scans%20on%20Y....

After this resolved (don't ask, took a while) the installer of Adobe instantly worked again.

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Community Expert ,
Feb 07, 2023 Feb 07, 2023

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@Hans25981528jexv 

 

glad to hear it's resolved.

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Community Beginner ,
Feb 07, 2023 Feb 07, 2023

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You seems to be @kglad regardless, but I'm indeed glad as well.

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