Creative Cloud installation stalling

[Redbluewhite]

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??

[Jeffrey_A_Wright]

Thanks for the information, Dr-jrs.  I have seen at least one other discussion where the Creative Cloud desktop app was being blocked by Windows Defender, so temporarily disabling security software is a worthwhile step to take.

[sankarg94879761]

Trying with iMac and Macbook pro. Stuck at 21.5% and nothing I have tried has worked. I think it is a Mac issue, and Adobe needs to have an official response.

[Jeffrey_A_Wright]

Sankarg94879761, what errors did you discover within the Install log?

[sankarg94879761]

Not sure what I should be looking for in the installation log. The last few lines on the log is as follows:

5254 | 0 | Launch Process With Task
10/25/19 17:47:49:353 | [TRACE] | | SMJobBlessHelper | SMJobBlessHelper | | | | 5254 | 0 | Inside ProcessLauncher::executeAction | Return status of LaunchProcess 1 with errorCode 0l & returnCode 0l
10/25/19 17:47:49:353 | [TRACE] | | SMJobBlessHelper | SMJobBlessHelper | | | | 5254 | 0 | Inside handleMessage of CCHelperTool | End of method
10/25/19 17:47:49:353 | [TRACE] | | SMJobBlessHelper | SMJobBlessHelper | | | | 5254 | 0 | Inside handleAction | Action request completed with response: <?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<output>
<result>Success</result><retCode>0</retCode>
<actionType>createProcess</actionType>

Is the error code "01"?

[sankarg94879761]

Hi Jeff,

Did the log that I posted below, help you in diagnosing what is happening? Since purchasing the subscription two weeks ago, I have not been able to use the software. This is really quite outrageous, and needs fixing immediately.

[Jeffrey_A_Wright]

SanKarg, please see  https://helpx.adobe.com/creative-cloud/kb/troubleshoot-download-install-log-files.html for information on how to locate the relevant logs.

[piaprikk]

There is no log in my system, the /Library/Logs/Adobe -- it is completely empty, and I therefore can not find an error code. I find it rather problematic that I can not install software I pay for. Can you please advise?

[Jeffrey_A_Wright]

Piaprikk, please make sure you are browsing to the Root Library and are not viewing the hidden User Library.  Only Library/Logs/Adobe/Installers contains the necessary logs.  If you go to Users/<UserName>/Library/Logs/Adobe then you will not find the applicable log files.

If you continue to face difficulties, then please exit this public forum discussion and contact our support team at https://helpx.adobe.com/contact.html for direct assistance with resolving any errors you are facing.

[jayz235]

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?

[Jeffrey_A_Wright]

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.

[jayz235]

Success!!

However, I did try creating a new local admin and running that but it still got stuck.  Going through the steps in the link you provided I ran the Adobe Cleanup tool.  From here, I ran cleanup on individual items until the download worked.  It appears that the Adobe Application Manager application was impacting the ability to install CC but was something I was keeping becuase I have a previous version of LR Classic installed.  With the old Application Manager removed, I successfully installed CC AND gained access back to Lr Classic.  Now to install the additional apps with fingers crossed.

Thanks for all of your help, Jeff!

Edit: here is the link to the Cleanup tool that fixed the issue for me https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

[Jeffrey_A_Wright]

Thanks for the update, Jayz235!

[andreasr16052507]

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]

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

[andreasr16052507]

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 

[yuvarajkamatad@gmail.com]

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]

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.

[gwalker52]

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.  

[dr-jrs]

Use Creative Cloud uninstall. Then install again. 

[TopgunB]

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! 

[mvaldes01]

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