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marka3839441
Participant
February 15, 2017
Answered

Creative Cloud fresh install stuck or fails

  • February 15, 2017
  • 2 replies
  • 1228 views

Hello,

Just purchased a brand new MacBook Pro running Sierra 10.12.3 - first thing I did was download the creative cloud desktop app however after hours of trying to get it to install and following the many discussions about install issues and trying the various fixes nothing is helping.

The installer usually just gets stuck around 12% sometimes higher, occasionally it comes up with an install error code of 201.

I have run the installer file through terminal with no luck other than many errors (see attached) - I have used the creative cloud cleaner app and deleted all Adobe files. Just to be clear I have no adobe software on my machine, its brand new out of the box and yet I can't get creative cloud installed. I am running the latest version of Sierra and there are no updates available.

If anyone has any ideas or can offer advice I would much appreciate it as this is driving me insane!

Thanks,

Mark

This topic has been closed for replies.
Correct answer Jeffrey_A_Wright

Hi Jeff,

Thank you for your quick response!

I am on a home network so I have control of settings etc (I have rebooted the router a few times already) and I haven't had any problems downloading anything else. I have just restarted and deleted the log file and ran the CC installer again, the below is what I got in the error log.

Thank you for sending through the link but I have already followed that article and nothing helped.

02/15/17 11:14:20:565 | [INFO] |  |  |  |  |  |  | 9368 | *******************start of Download****************

02/15/17 11:14:20:565 | [INFO] |  |  |  |  |  |  | 9368 | GDE Version is 3.9.5.12

02/15/17 11:14:20:566 | [INFO] |  |  |  |  |  |  | 9368 | The file to be downloaded is https://ccmdls.adobe.com/AdobeProducts/KCCC/1/osx10/packages/ACCC_3_9_5_PDIMPackage_353/manifest.xml

02/15/17 11:14:20:566 | [INFO] |  |  |  |  |  |  | 9368 | Going to download the file at /tmp/14505044-4AB8-4F9C-83B8-CD017F819877/manifest.xml

02/15/17 11:14:20:666 | [INFO] |  |  |  |  |  |  | 9368 | Preference: Preference is set for adding compression header

02/15/17 11:14:20:666 | [INFO] |  |  |  |  |  |  | 9368 | Preference: Client has set the preference for single stream download

02/15/17 11:14:21:678 | [INFO] |  |  |  |  |  |  | 9394 | No encoding received in respose header. Going to rename...

02/15/17 11:14:21:679 | [INFO] |  |  |  |  |  |  | 9394 | File download complete: https://ccmdls.adobe.com/AdobeProducts/KCCC/1/osx10/packages/ACCC_3_9_5_PDIMPackage_353/manifest.xml size: 751 Bytes, Time Taken:1012.000000 milliseconds

02/15/17 11:14:21:902 | [INFO] |  |  |  |  |  |  | 9368 | The file to be downloaded is https://ccmdls.adobe.com/AdobeProducts/KCCC/1/osx10/packages/ACCC_3_9_5_PDIMPackage_353//validation.xml

02/15/17 11:14:21:902 | [INFO] |  |  |  |  |  |  | 9368 | Going to download the file at /tmp/14505044-4AB8-4F9C-83B8-CD017F819877/validation.xml

02/15/17 11:14:22:005 | [INFO] |  |  |  |  |  |  | 9368 | Preference: Preference is set for adding compression header

02/15/17 11:14:22:005 | [INFO] |  |  |  |  |  |  | 9368 | Preference: Client has set the preference for single stream download

02/15/17 11:14:22:512 | [INFO] |  |  |  |  |  |  | 9399 | No encoding received in respose header. Going to rename...

02/15/17 11:14:22:512 | [INFO] |  |  |  |  |  |  | 9399 | File download complete: https://ccmdls.adobe.com/AdobeProducts/KCCC/1/osx10/packages/ACCC_3_9_5_PDIMPackage_353//validation.xml size: 448 Bytes, Time Taken:507.000000 milliseconds

02/15/17 11:14:22:736 | [INFO] |  |  |  |  |  |  | 9368 | The file to be downloaded is http://ccmdl.adobe.com/AdobeProducts/KCCC/1/osx10/packages/ACCC_3_9_5_PDIMPackage_353/PDIM.zip

02/15/17 11:14:22:736 | [INFO] |  |  |  |  |  |  | 9368 | Going to download the file at /tmp/14505044-4AB8-4F9C-83B8-CD017F819877/PDIM.zip

02/15/17 11:14:23:296 | [ERROR] |  |  |  |  |  |  | 9368 | Http connection dropped (-4 ISSUE encountered)

02/15/17 11:14:23:996 | [WARN] |  |  |  |  |  |  | 9368 | Byte-Range Call: some intermittent error while fetching remote file size. Retrying now. Error code is -4 and error type is -45

02/15/17 11:14:24:097 | [ERROR] |  |  |  |  |  |  | 9368 | Http connection dropped (-4 ISSUE encountered)

02/15/17 11:14:24:797 | [WARN] |  |  |  |  |  |  | 9368 | Byte-Range Call: some intermittent error while fetching remote file size. Retrying now. Error code is -4 and error type is -45


Mark I would recommend then contacting our support team directly at Contact Customer Care​.  A direct investigation should lead to a resolution for the connection failure. 

If you are unable to contact our chat support team then I would recommend re-reviewing the document in message #4 as the same connection failures can prevent you from reaching a member of our chat support team.

2 replies

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
February 15, 2017

Mark, to clarify are you receiving Error 201 when downloading Illustrator, and other Adobe software, or when you are installing the Adobe Creative Cloud desktop application?

Peter, assuming that Mark indicates he is receiving an Error 201 during the download and installation of point products, including Illustrator CC 2017, then see Error downloading or updating Adobe Creative Cloud apps for details on how to resolve Error 201.  If you have any questions about the steps, or errors in the DLM.log, you are welcome to respond to this discussion.

M
marka3839441Author
Participant
February 15, 2017

Hi Jeff,

I have tried the CC installer, Indesign, Photoshop and now illustrator and the same thing happens, It either friezes and in the console the error that seems to finalise this is 'CFNetwork SSLHandshake failed (-9806)' or it throws an error of either '201' or 'P201'.

I have checked out the link you sent through, the only thing that seems to apply to my situation would be the DLM logs, I am getting errors (see below) but I am not sure what I am supposed to do with that information?

02/15/17 10:37:19:180 | [INFO] |  |  |  |  |  |  | 11246 | Preference: Preference is set for adding compression header

02/15/17 10:37:19:180 | [INFO] |  |  |  |  |  |  | 11246 | Preference: Client has set the preference for single stream download

02/15/17 10:37:19:180 | [INFO] |  |  |  |  |  |  | 11245 | Preference: Preference is set for adding compression header

02/15/17 10:37:19:180 | [INFO] |  |  |  |  |  |  | 11245 | Preference: Client has set the preference for single stream download

02/15/17 10:37:19:214 | [WARN] |  |  |  |  |  |  | 10371 | Byte-Range Call: some intermittent error while fetching remote file size. Retrying now. Error code is -4 and error type is -45

02/15/17 10:37:19:390 | [INFO] |  |  |  |  |  |  | 11278 | No encoding received in respose header. Going to rename...

02/15/17 10:37:19:390 | [INFO] |  |  |  |  |  |  | 11278 | File download complete: https://ccmdls.adobe.com/AdobeProducts/KCCC/1/osx10/packages/ACCC_3_9_5_ElevationManager_353//validation.xml size: 370 Bytes, Time Taken:409.000000 milliseconds

02/15/17 10:37:19:605 | [INFO] |  |  |  |  |  |  | 11248 | The file to be downloaded is http://ccmdl.adobe.com/AdobeProducts/KCCC/1/osx10/packages/ACCC_3_9_5_ElevationManager_353/ElevationManager.zip

02/15/17 10:37:19:605 | [INFO] |  |  |  |  |  |  | 11248 | Going to download the file at /tmp/3ECBD7B5-8BD5-49BA-9215-6FF17E1C57C3/ElevationManager.zip

02/15/17 10:37:19:823 | [ERROR] |  |  |  |  |  |  | 11280 | CFReadStreamGetError returned kCFStreamErrorDomainSSL (3, -9806)

02/15/17 10:37:19:823 | [ERROR] |  |  |  |  |  |  | 11280 | the download job (0) failed to execute. The job state is STOPPED_STATE

02/15/17 10:37:19:823 | [ERROR] |  |  |  |  |  |  | 11280 | the download job (0) failed to execute. The job state is ERROR_STATE

02/15/17 10:37:19:824 | [INFO] |  |  |  |  |  |  | 11280 | WorkerThread::ThreadProc Current job is in Error State which is not recoverable

02/15/17 10:37:19:843 | [ERROR] |  |  |  |  |  |  | 11284 | CFReadStreamGetError returned kCFStreamErrorDomainSSL (3, -9806)

02/15/17 10:37:19:843 | [ERROR] |  |  |  |  |  |  | 11284 | the download job (0) failed to execute. The job state is STOPPED_STATE

02/15/17 10:37:19:843 | [ERROR] |  |  |  |  |  |  | 11284 | the download job (0) failed to execute. The job state is ERROR_STATE

02/15/17 10:37:19:843 | [INFO] |  |  |  |  |  |  | 11284 | WorkerThread::ThreadProc Current job is in Error State which is not recoverable

02/15/17 10:37:20:053 | [ERROR] |  |  |  |  |  |  | 11286 | CFReadStreamGetError returned kCFStreamErrorDomainSSL (3, -9806)

02/15/17 10:37:20:053 | [ERROR] |  |  |  |  |  |  | 11286 | the download job (0) failed to execute. The job state is STOPPED_STATE

02/15/17 10:37:20:053 | [ERROR] |  |  |  |  |  |  | 11286 | the download job (0) failed to execute. The job state is ERROR_STATE

02/15/17 10:37:20:053 | [INFO] |  |  |  |  |  |  | 11286 | WorkerThread::ThreadProc Current job is in Error State which is not recoverable

02/15/17 10:37:20:306 | [INFO] |  |  |  |  |  |  | 9837 | No encoding received in respose header. Going to rename...

02/15/17 10:37:20:307 | [INFO] |  |  |  |  |  |  | 9837 | File download complete: http://ccmdl.adobe.com/AdobeProducts/KCCC/1/osx10/packages/ProvApp_P7_10_0_Library_75/provapp-P7.dmg size: 9896044 Bytes, Time Taken:34892.000000 milliseconds

02/15/17 10:37:20:845 | [INFO] |  |  |  |  |  |  | 9872 | the download job (2) is cancelled

02/15/17 10:37:23:031 | [INFO] |  |  |  |  |  |  | 11306 | No encoding received in respose header. Going to rename...

02/15/17 10:37:23:031 | [INFO] |  |  |  |  |  |  | 11306 | File download complete: http://ccmdl.adobe.com/AdobeProducts/KCCC/1/osx10/packages/ACCC_3_9_5_ElevationManager_353/ElevationManager.zip size: 1725826 Bytes, Time Taken:3089.000000 milliseconds

02/15/17 10:37:25:011 | [INFO] |  |  |  |  |  |  | 11264 | No encoding received in respose header. Going to rename...

02/15/17 10:37:25:012 | [INFO] |  |  |  |  |  |  | 11264 | File download complete: http://ccmdl.adobe.com/AdobeProducts/KCCC/1/osx10/packages/ACCC_3_9_5_core_353/Core.zip size: 4821832 Bytes, Time Taken:6295.000000 milliseconds

02/15/17 10:37:25:193 | [INFO] |  |  |  |  |  |  | 9730 | forcing the job (0) to terminate.

02/15/17 10:37:25:643 | [INFO] |  |  |  |  |  |  | 10393 | the download job (0) is cancelled

02/15/17 10:37:34:323 | [INFO] |  |  |  |  |  |  | 9730 | job (0) is still not terminated. Closing the thread handle now

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
February 15, 2017

Mark it looks like your current Internet connection is facing a connection failure.  I would recommend that you review Advanced solutions to connection errors with Adobe Creative Cloud and Creative Suite applications  for details on how to resolve the connection error.

If your computer is managed by an I.T. department then please make sure to involve them so they can provide approrpriate Internet access for the Adobe Creative Cloud applications.

peterg74835639
peterg74835639
Participant
February 15, 2017

I have a similar problem.

Trying to install Adobe Illustrator CC trial version on new MAC MacOS Sierra Version 10.12.3.

Always stalls at 39%. Have tried rebooting, uninstalling, running CC Cleaner tools and the same thing happens every time. Very frustrating and time consuming.

It sits the saying 10-12 minutes left and doesn't come up with an error even after leaving it all night.

HELP someone

Thanks

Peter.

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