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Redbluewhite
Participant
October 13, 2019
Question

Creative Cloud installation stalling

  • October 13, 2019
  • 12 replies
  • 7508 views

Hi there,

So I’ve been trying to instal the creative cloud on my MacBook Pro with the Catalina OS for the past 5 hours and nothing seems to work. It keeps getting stuck at 21.5%. It gives a time estimate of “4-6 minutes left” but I’ve let it go for up to 90mins. I’ve tried uninstalling and reinstalling, cleaning, deleting the contents of the OOBE folder, rebooting in safe mode, downloading the installer from chrome, downloading the installer from safari, repairing the app, etc. I don’t know what else to try at this point. This is SO frustrating! Has anyone else had this problem/ know how to fix it??

      This topic has been closed for replies.

      12 replies

      TopgunB
      TopgunB
      Participating Frequently
      October 31, 2019

      Exact same here safe mode does not help! Can't install Creative Cloud same 21,5% error. Diret installation of Bridge and Photoshop fails too! 

      M
      mvaldes01
      Participant
      November 13, 2019

      I've had the same problem after upgrading to Catalina. Since my old Adobe suite isn't supported anymore by MAC OS I decided to buy the CC but stuck with 21,5% error....

      No any solutions mentioned in this post worked for me

      At the end I've decided to remove manually any "Adobe" entry on my MAC file system and finally the installations of CC went OK

      dr-jrs
      dr-jrs
      Participating Frequently
      October 26, 2019

      Use Creative Cloud uninstall. Then install again. 

        Y
        yuvarajkamatad@gmail.com
        Participant
        October 25, 2019

        hi, i have been having this same problem on my iMac27. stuck at 21.5%. afters hours and rebbot and mulitple attempts am still stuck at 21.5%. can someone please help here. yes i too upgrded to catalina. 

        Jeffrey_A_Wright
        Community Manager
        Jeffrey_A_WrightCommunity Manager
        Community Manager
        October 25, 2019

        Yuvarajkamatad, to help you, we need to know the error you are facing.  As has been discussed, multiple times, in this public forum discussion, can you please review the install log to determine why the Adobe Creative Cloud desktop application is failing to install the update.

         

        Information on how to locate and review the installation logs can be found at https://helpx.adobe.com/creative-cloud/kb/troubleshoot-download-install-logs.html.  

         

        Yuvarajkamatad, Sankarg94879761, and anyone else responding to this public forum discussion, if you do not wish to review the logs yourself, then please exit this public forum discussion and contact our support team at https://helpx.adobe.com/contact.html for direct assistance with resolving the error.

        G
        gwalker52
        Participant
        October 25, 2019

        Hope this helps.  This is how I got the program (Creative Cloud) to install.   iMac 21.5 Late 2015, OS 10.15.   I changed the computer back to light mode (if that was the issue - no idea).  Second, I deleted all the old Adobe programs (CS3 and CS6) and the Creative Cloud installed with no issues.  

          A
          andreasr16052507
          Participant
          October 23, 2019

          Found the problem, rand a cc cleaner tool on it and now it works..
          https://helpx.adobe.com/dk/creative-cloud/kb/cc-cleaner-tool-installation-problems.html 

          A
          andreasr16052507
          Participant
          October 23, 2019

          Found the problem, rand a cc cleaner tool on it and now it works

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

            sankarg94879761
            sankarg94879761
            Participant
            October 25, 2019

            The link goes to a "Page not found" page.

              dr-jrs
              dr-jrs
              Participating Frequently
              October 20, 2019

              Exactly the same problem.  I hate it when companies deploy with known garbage like this.  No longer a fan of Adobe.

              Jeffrey_A_Wright
              Community Manager
              Jeffrey_A_WrightCommunity Manager
              Community Manager
              October 21, 2019

              Redbluewhite, Jayx235, and Dr-jrs, can you please check the install log to determine why the installation for the Adobe Creative Cloud desktop application is facing problems.  The error will be recorded within the log.  You can find information on how to locate and interpret the install log at https://helpx.adobe.com/creative-cloud/kb/troubleshoot-download-install-logs.html.  Please update this public forum discussion with the errors that you discover.

              Jeffrey_A_Wright
              Community Manager
              Jeffrey_A_WrightCommunity Manager
              Community Manager
              November 1, 2019

              Hi Jeff - Sorry for my late reply, I've been out of the country until and have finally been able to attempt installing again.  Unfortunately, I'm still unable to install.  From the instal log, (Return status of LaunchProcess 1 with errorCode 0l) I was pointed to 3 additional steps to take to uninstall and reinstall CC but it did not work and still stalls at 21.5% with the same error code in the log.  I even tried renaming the OOBE folder as I saw that helped with other users.  Are there any more steps I can attempt?


              Jayz235, I would also recommend creating a new local Administrator account, to see if you face the same errors.  Sometimes Error Code 1 can be User account related.  For more information see https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html.

              J
              jayz235
              Participant
              October 16, 2019

              Well at least I'm not the only one also stuck at 21.5%...  I too have tried each fix listed by Adobe with no luck.  Thankfully I kept Lightroom 6 installed in case something like this happened.  Guess I'll have to cancel my just purchased CC membership until they can straighten out their software for the latest OS.

              piaprikk
              piaprikk
              Participant
              October 22, 2019

              I have upgraded my MacOS to Catalina, and want to use it for my second laptop. The installer for Creative Cloud stalls at 21.5% every time. Works fine on my other mac with the same OS. What do I need to uninstall or remove before having a succesful installation?

              A
              andreasr16052507
              Participant
              October 22, 2019

              Got them same problem here. nothing is working when try to install, photshop install is bloken and ha to be fixed when you try to install it and then breaks down 

               

                J
                jenniferh83020479
                Participant
                October 16, 2019

                Same - same 21.5% on Installer and Illustrator and Photoshop won't install directly either. Have tried deleting, restarting, blah, blah. It seems nuts to me that the Catalina upgrade makes old versions cease functioning and then makes new versions impossible to install. Pretty dumb OS upgrade on Mac's part IMO. 

                  W
                  William7517184822
                  Participating Frequently
                  November 18, 2019
                  I tried this and it works
                  Voici comment désinstaller proprement tous les logiciels Adobe précédemment installés sur votre ordinateur:
                   
                  lien direct de téléchargement:
                   
                   
                   
                   
                  Tutoriel:
                   
                   
                  Voici pour télécharger la dernière version de l'Application de bureau Créative Cloud:
                   

                   

                   

                   

                    W
                    William7517184822
                    Participating Frequently
                    November 18, 2019

                    AH, and be carefull, when you're installing you can hide a dialog box who ask to confirm the installation, untill that your application is not working.

                    You can see in a little window down right your Cloud window a number, and it is the number of agreeds you have to accept to finish the installation. click on and you'll see details.

                    M
                    Marinikid
                    Participant
                    October 13, 2019

                    The installer does not work and I have not updated to Catalina. Still, have the Mojave. The problem started when I could not update the adobe creative cloud. Followed the instructions of adobe and removed all creative cloud and apps. Now the installer is stuck every time. I have been doing this for 3 days and I have no apps to work with. Lost 3 days of work and no solution yet. I am guessing that after I manage to install the creative cloud, I will have the same problem with the update and then the apps. 

                     

                    This is really frustrating. 

                    T
                    Test Screen Name
                    Legend
                    October 13, 2019
                    Stuck at the same 21.5% every time?
                    M
                    Marinikid
                    Participant
                    October 14, 2019
                    So, after 3 days of doing everything adobe has recommended i decided to go into safe mode and download the creative cloud. And it actually worked. It might also work with Catalina. Give it a try.
                      N
                      nurgldrax
                      Participant
                      October 13, 2019

                      It works for me:
                      "I would like to inform that Adobe Apps are not fully tested on Catalina version. Please go to below helpX for more information.                       https://helpx.adobe.com/x-productkb/global/fix-macos-64-bit-compatibility-errors.html

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