Skip to main content
neviln65401910
neviln65401910
Participant
April 7, 2018
Answered

Creative Cloud Cleaner Tool Issue

  • April 7, 2018
  • 1 reply
  • 5664 views

Hello,

I've been trying to use the Creative Cloud Cleaner Tool to remove my Adobe programs but the tool doesn't seem to uninstall anything since I used a different Hard Drive for my installation directories.

Each time I review the logfile created by the Creative Cloud Cleaner Tool, it shows that the program was trying to uninstall Adobe from the default installation location of C:\.....but all my Adobe programs are installed on E:\.....

Is there anyway to get the Cleaner tool to scan my other hard drive (E:\)?

I'm using Windows 8.

Thank you,

Nevil

This topic has been closed for replies.
Correct answer kglad

you should use the uninstallers to uninstall your cc programs and the cleaner to remove the left-over bits.

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

then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

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

restart your computer (don't skip this)

reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.

if you're unable to install the cc desktop app at this stage, use an administrator account (solution 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)

use the desktop app to install your cc programs/trials

1 reply

kglad
Community Expert
kgladCommunity ExpertCorrect answer
Community Expert
April 7, 2018

you should use the uninstallers to uninstall your cc programs and the cleaner to remove the left-over bits.

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

then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

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

restart your computer (don't skip this)

reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.

if you're unable to install the cc desktop app at this stage, use an administrator account (solution 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)

use the desktop app to install your cc programs/trials

neviln65401910
neviln65401910Author
Participant
April 7, 2018

I appreciate the quick response kglad.

The reason I'm trying to uninstall they is because the hard drive they are installed on is failing. So my plan was to uninstall the programs, and then reinstall them on another internal hard drive.

But when I used the uninstallers, somewhere throughout the process, the uninstaller failed because of the failing hard drive. When I rebooted the computer, I noticed that the installation directory still had lots of partial files and folders that never got removed because the uninstaller failed halfway through and now the uninstallers don't even show up under "Program and Features" in Control Panel.

So when I googled the issue, I found out Adobe has a Cleaner Tool. But when I used the tool, it seems to only search for the default drive directory of C:\Program Files\....

But my installation was on E:\Program Files\.....

kglad
Community Expert
kgladCommunity Expert
Community Expert
April 7, 2018

why don't you remove the problematic drive from your computer, replace with a good one and then install your os and programs (including cc)?

there's no need to uninstall from one drive in order to install on another.

Terms & ConditionsAccessibility statement
Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices