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SPGLacey
Participant
April 4, 2019
Question

Creative Cloud Install hangs at 31% how do I manually Uninstall to Reinstall?

  • April 4, 2019
  • 1 reply
  • 6426 views

Trying to reinstall the Creative Cloud App on my mac, and it keeps getting stuck at 31%. Previously the CC app had an issue hanging at 35% during updates and could never successfully update, so I attempted to uninstall. Followed these steps from this post:Creative Cloud app stuck at "Updating Creative Cloud" but that didn't work. When I ran the Creative Cloud Cleaner Tool, it said it uninstalled "with errors". I'm guessing these errors are the reason I can't reinstall Creative Cloud.

My question: Is there a way to completely manually uninstall Creative Cloud from my mac?

Side note: I tried uninstalling individual apps (photoshop, premiere etc.) and double clicking the uninstaller did absolutely nothing.

This topic has been closed for replies.

1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
April 5, 2019

assuming there is nothing cc currently installed on your comuter:

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

S
SPGLaceyAuthor
Participant
April 9, 2019

Thank you for the reply kglad, but unfortunately I can't make make a new admin account since this is a work computer. This is something I need to try and fix from my side of the computer.

I tried running the cleaner tool, and the only installation that popped up in the window was "Fix Host File". When I clicked "Cleanup Selected", another popup appears stating "'0' entries were fixed". I restarted the computer and tried downloading cc again, this time it got stuck at 34%.

Would it be at all helpful to trash the cc apps as well? I tried uninstalling those but nothing happens when I click on the uninstall app for any of the programs.

Abambo
Community Expert
AbamboCommunity Expert
Community Expert
April 9, 2019

SPGLacey  wrote

Thank you for the reply kglad, but unfortunately I can't make make a new admin account since this is a work computer. This is something I need to try and fix from my side of the computer.

Your IT support can do!

ABAMBO | Hard- and Software Engineer | Photographer
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