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Creative Cloud installation stalling on Mac OS Catalina

saw31
New Here ,
Nov 04, 2019 Nov 04, 2019

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I've tried the uninstall process and the cleaner program, but there are some files the CC cleaner hangs on, I get the spinning beachball and it never finishes. I've tried to look at the CC log to determine the problem the AppletRelInfoRecords seems to cause fatal error, not sure what to do about that: 

 

11/04/19 17:23:04:510 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | Schema Version is 4
11/04/19 17:23:04:510 | [FATAL] | | ASU | PIM | PIM | | | 72376 | 0 | Error could not executeGeneralSQLQuery.
11/04/19 17:23:04:510 | [FATAL] | | ASU | PIM | PIM | | | 72376 | 0 | Failed DELETE FROM applet_relationship_info WHERE packageid == '35C1D2D9-66C5-4568-850B-6BBF396A179F'.
11/04/19 17:23:04:510 | [FATAL] | | ASU | PIM | PIM | | | 72376 | 0 | no such table: applet_relationship_info.
11/04/19 17:23:04:510 | [FATAL] | | ASU | PIM | PIM | | | 72376 | 0 | ERROR Failed to execute insert query DELETE FROM applet_relationship_info WHERE packageid == '35C1D2D9-66C5-4568-850B-6BBF396A179F'.
11/04/19 17:23:04:510 | [FATAL] | | ASU | PIM | PIM | | | 72376 | 0 | ERROR Failed to deleteAppletRelInfoRecords.
11/04/19 17:23:04:532 | [FATAL] | | ASU | PIM | PIM | | | 72376 | 0 | package installation failed and the return code was 1
11/04/19 17:23:04:532 | [ERROR] | | ASU | PIM | PIM | | | 72376 | 0 | Failed to install with return code: 1
11/04/19 17:23:04:532 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | PIMSqlite closeDB status 0
11/04/19 17:23:04:532 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | sqlite(pim.db) at path /Applications/Utilities/Adobe Application Manager is already closed
11/04/19 17:23:04:532 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | FREE PIM Instance ...
11/04/19 17:23:04:532 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | PIMSqlite closeDB status 0
11/04/19 17:23:04:533 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | sqlite(pim.db) at path /Library/Application Support/Adobe/Adobe Desktop Common is already closed
11/04/19 17:23:04:533 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | FREE PIM Instance ...
11/04/19 17:23:04:533 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | PIMSqlite closeDB status 0
11/04/19 17:23:04:533 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | sqlite(pim.db) at path /Applications/Utilities/Adobe Creative Cloud is already closed
11/04/19 17:23:04:533 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | FREE PIM Instance ...
11/04/19 17:23:04:533 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | Inside ~ApplicationDownloader()
11/04/19 17:23:04:564 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | Inside ~ApplicationDownloader(): Successfully deleted temp guid directory /tmp/adobeTemp/F59083B1-A9B2-44CD-8D32-300AABBDE72B
11/04/19 17:23:04:564 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | Inside ~ApplicationDownloader(): No existing files/folders found at /tmp/adobeTemp
11/04/19 17:23:04:564 | [INFO] | | ASU | PIM | PIM | | | 72376 | 0 | Inside ~ApplicationDownloader():End

 

Can't understand why this is such a big problem to install, though many people seem to be having this issue with new Mac update! Would like to get back to work and not troubleshoot all day, thanks for any help in advance. ( Also tried from administer account, didn't work).

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Creative Cloud , Installation

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replies 14 Replies 14
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Jeffrey_A_Wright Adobe Employee
Adobe Employee ,
Nov 04, 2019 Nov 04, 2019

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Saw31, what error message do you receive when you attempt to install the Creative Cloud desktop app?  The error will be recorded within the log files.  For more information, please see  https://helpx.adobe.com/creative-cloud/kb/troubleshoot-download-install-log-files.html.

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saw31
New Here ,
Nov 04, 2019 Nov 04, 2019

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In Response To Jeffrey_A_Wright

Jeff is this it? This from the ACC.log 

 

11/04/19 17:23:04:510 | [FATAL] | | ASU | PIM | PIM | | | 72376 | 0 | Error could not executeGeneralSQLQuery.
11/04/19 17:23:04:510 | [FATAL] | | ASU | PIM | PIM | | | 72376 | 0 | Failed DELETE FROM applet_relationship_info WHERE packageid == '35C1D2D9-66C5-4568-850B-6BBF396A179F'.
11/04/19 17:23:04:510 | [FATAL] | | ASU | PIM | PIM | | | 72376 | 0 | no such table: applet_relationship_info.
11/04/19 17:23:04:510 | [FATAL] | | ASU | PIM | PIM | | | 72376 | 0 | ERROR Failed to execute insert query DELETE FROM applet_relationship_info WHERE packageid == '35C1D2D9-66C5-4568-850B-6BBF396A179F'.
11/04/19 17:23:04:510 | [FATAL] | | ASU | PIM | PIM | | | 72376 | 0 | ERROR Failed to deleteAppletRelInfoRecords.
11/04/19 17:23:04:532 | [FATAL] | | ASU | PIM | PIM | | | 72376 | 0 | package installation failed and the return code was 1

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Jeffrey_A_Wright Adobe Employee
Adobe Employee ,
Nov 04, 2019 Nov 04, 2019

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In Response To saw31

We are looking for errors from the install log.  If you are on Mac then the logs will be located in /Library/logs/Adobe/Installers/.  Please do not confuse this with hidden User Library in Users/<Username>/Library/logs/.  This is a common error when individuals are attempting to locate their installation logs.

 

As an alternative, you can also download and run the CC Log Collector Tool from http://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and contact our support team at https://helpx.adobe.com/contact.html for assistance with resolving the error.  You will be given a unique identifier which you can provide with a member of our support team, so they can locate your log files.

 

I look forward to your update, Saw31.

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saw31
New Here ,
Nov 05, 2019 Nov 05, 2019

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In Response To Jeffrey_A_Wright

Screen Shot 2019-11-05 at 12.14.25 PM.png

Jeff, here is the screenshot of the logs folder, there is no install folder. Not sure which log would be the one that would have the creative cloud install errors. Pretty sure this is the right folder.

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Jeffrey_A_Wright Adobe Employee
Adobe Employee ,
Nov 05, 2019 Nov 05, 2019

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In Response To saw31

Saw31, I would recommend starting with PDAapp.log.  You can use the find command, in your favorite text editor, to locate the most recent fatal error.

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saw31
New Here ,
Nov 05, 2019 Nov 05, 2019

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In Response To Jeffrey_A_Wright

Jeff, this looks like what is causing the installer to stop, the last lines before it stops. It isn't a fatal error but an error unable to recognize client id, but I sign in when running the installer.

 

11/05/19 15:51:23:751 | [WARN] | 36227 | ASU | OPM | IMSLibHelper | | | 521390 | Failed in fetching default user id for the service, while processing fetchDefaultUserGUIDForClientID
11/05/19 15:51:23:751 | [INFO] | 36227 | ASU | OPM | IMSLib | | | 521390 | Failed to get default user for clientId in fetchDefaultUserInfoForClientId...
11/05/19 15:51:23:751 | [INFO] | 36227 | ASU | OPM | IMSLib | | | 521390 | Releasing IMSLib instance
11/05/19 15:51:23:751 | [INFO] | 36227 | ASU | OPM | IMSLib | | | 521390 | IMSLib instance released ...

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Jeffrey_A_Wright Adobe Employee
Adobe Employee ,
Nov 05, 2019 Nov 05, 2019

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In Response To saw31

Thanks for the additional update, Saw31, I don't see anything in the log extract though that would block the installation. If you can, please use the log collector tool, from http://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html, and contact our support team directly at https://helpx.adobe.com/contact.html, if the suggestions offered by Kanika to use the CC Cleaner Tool are unsuccessful.

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AnielaGR23
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Nov 04, 2019 Nov 04, 2019

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I have the same problem, when it starts to download the creative cloud it suddenly stops at 21.5%. What can we do? 

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Kanikas Adobe Employee
Adobe Employee ,
Nov 05, 2019 Nov 05, 2019

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In Response To AnielaGR23

Hi there, 

Since you are facing the issues, please use the cleaner tool and remove all the Creative Cloud apps: https://helpx.adobe.com/in/creative-cloud/kb/cc-cleaner-tool-installation-problems.html. Once done please use this link to download the Creative Cloud desktop app: https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html#Problemsinstall.... 

From the app, please download the Creative Cloud applications. 

 

Let us know if this works for you. 

 

Thanks 

Kanika 

 

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shannoncate
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Nov 05, 2019 Nov 05, 2019

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I don't know why, but after several attempts, restarting and trying again and again, I cannot get the installer past 21.5%. It is not addressed anywhere I can find on the help pages.

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Kanikas Adobe Employee
Adobe Employee ,
Nov 07, 2019 Nov 07, 2019

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In Response To shannoncate

As a next step please download and run the CC Log Collector tool from http://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and then contact our support team at https://helpx.adobe.com/contact.html for direct assistance.  The log collector tool will upload the install logs and allow our support team to provide guided assistance with resolving the difficulties you are facing, Canrozcan. 

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AnielaGR23
New Here ,
Nov 07, 2019 Nov 07, 2019

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In Response To shannoncate

I have exactly the same problem. I contacted adobe support team, they tried to help me doing other things, and didn´t work. When is this supossed to be fixed? I use this programs everyday, and this is becoming a real pain. 

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Jeffrey_A_Wright Adobe Employee
Adobe Employee ,
Nov 07, 2019 Nov 07, 2019

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In Response To AnielaGR23

AnielaGr, sorry you are facing so many problems.  Can you please update this public forum discussion with your case number, and I will be happy to review your recent interaction.

 

You can find information on how to locate and update your recent support cases at https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html.

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episodeyang
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Jan 30, 2020 Jan 30, 2020

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Here is the solution, use the CC Cleaning tool per instruction here:

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

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