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Creative Cloud Installed Apps Update Issue - Apps Won't Update

New Here ,
Jul 18, 2018 Jul 18, 2018

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Hi,

I've been facing a really frustrating issue with updating my applications via Creative Cloud. I can't download the latest updates via the direct download link, since they are a couple versions behind - so the only way to update my applications to the latest version is via the Creative Cloud app.

I updated the following applications properly without any issues;

Premiere Pro CC

It went without a hitch and completely smooth with no problems.

I am unable to update the following applications;

Photoshop CC

After Effects CC

The download is stuck at 21% and here is the download log text;

07/18/18 19:12:45:828 | [INFO] | 1904 | HDSetup | HDPIM | TaskManager |  | HDPIM | 8644 | Completed 'EXTRACT' task for Package (Name: AdobeCameraRaw8.0All-x64 Version: 10.4.0.62), Time taken '1' sec

07/18/18 19:17:31:763 | [ERROR] | 1904 | HDSetup | HDSetup | PIMHelperInterface | PDMWorkflowManager |  | 4736 | Segment 153 of size 1096347 is Invalid

07/18/18 19:17:33:890 | [ERROR] | 1904 | HDSetup | HDSetup | PIMHelperInterface | PDMWorkflowManager |  | 4736 | Segment 153 of size 1096347 is Invalid

07/18/18 19:17:36:024 | [ERROR] | 1904 | HDSetup | HDSetup | PIMHelperInterface | PDMWorkflowManager |  | 4736 | Segment 153 of size 1096347 is Invalid

07/18/18 19:17:38:148 | [ERROR] | 1904 | HDSetup | HDSetup | PIMHelperInterface | PDMWorkflowManager |  | 4736 | Segment 153 of size 1096347 is Invalid

07/18/18 19:17:40:272 | [ERROR] | 1904 | HDSetup | HDSetup | PIMHelperInterface | PDMWorkflowManager |  | 4736 | Segment 153 of size 1096347 is Invalid

07/18/18 19:17:42:393 | [ERROR] | 1904 | HDSetup | HDSetup | PIMHelperInterface | PDMWorkflowManager |  | 4736 | Segment 153 of size 1096347 is Invalid

07/18/18 19:17:44:534 | [ERROR] | 1904 | HDSetup | HDSetup | PIMHelperInterface | PDMWorkflowManager |  | 4736 | Segment 153 of size 1096347 is Invalid

07/18/18 19:17:46:655 | [ERROR] | 1904 | HDSetup | HDSetup | PIMHelperInterface | PDMWorkflowManager |  | 4736 | Segment 153 of size 1096347 is Invalid

07/18/18 19:17:48:796 | [ERROR] | 1904 | HDSetup | HDSetup | PIMHelperInterface | PDMWorkflowManager |  | 4736 | Segment 153 of size 1096347 is Invalid

07/18/18 19:17:50:919 | [ERROR] | 1904 | HDSetup | HDSetup | PIMHelperInterface | PDMWorkflowManager |  | 4736 | Segment 153 of size 1096347 is Invalid

07/18/18 19:17:53:039 | [ERROR] | 1904 | HDSetup | HDSetup | PIMHelperInterface | PDMWorkflowManager |  | 4736 | Segment 153 of size 1096347 is Invalid

07/18/18 19:17:53:894 | [WARN] | 1904 | HDSetup | HDSetup | PIMHelperInterface | PDMWorkflowManager |  | 10912 | A user retryable error has occured while downloading the file. errotType = -60 extendedErrorCode = 417

07/18/18 19:17:53:970 | [WARN] | 1904 | HDSetup | HDSetup | PIMHelperInterface | PackageDownloadManager |  | 10880 | Manifest file could not be downloaded

07/18/18 19:17:54:067 | [FATAL] | 1904 | HDSetup | HDPIM | DownloadManager |  | HDPIM | 2624 | Fatal Error '117' occurred while download

07/18/18 19:17:54:082 | [INFO] | 1904 | HDSetup | HDPIM | DownloadManager |  | HDPIM | 2624 | Download for current package failed with segment validation error, retrying with single stream

07/18/18 19:17:54:083 | [INFO] | 1904 | HDSetup | HDPIM | TaskManager |  | HDPIM | 2624 | Starting 'DOWNLOAD' task for Package (Name: AdobeCameraRawProfile8.0All Version: 10.4.0.62)

07/18/18 19:17:54:085 | [INFO] | 1904 | HDSetup | HDPIM | DownloadManager |  | HDPIM | 2624 | Package (Name: AdobeCameraRawProfile8.0All Version: 10.4.0.62) Download info - DownloadSize: 321960603, DownloadPath:'C:\Users\DIVPAN~1\AppData\Local\Temp\ETR21EF.tmp'

07/18/18 19:17:54:085 | [INFO] | 1904 | HDSetup | HDPIM | DownloadManager |  | HDPIM | 2624 | Using single stream download option for current package

07/18/18 19:28:56:318 | [ERROR] | 1904 | HDSetup | HDPIM | DownloadManager | PDMWorkflowManager |  | 2296 | Segment 153 of size 1096347 is Invalid

07/18/18 19:39:58:825 | [ERROR] | 1904 | HDSetup | HDPIM | DownloadManager | PDMWorkflowManager |  | 2296 | Segment 153 of size 1096347 is Invalid

07/18/18 20:07:11:639 | [ERROR] | 1904 | HDSetup | HDPIM | DownloadManager | PDMWorkflowManager |  | 2296 | Segment 153 of size 1096347 is Invalid

07/18/18 20:17:55:820 | [ERROR] | 1904 | HDSetup | HDPIM | DownloadManager | PDMWorkflowManager |  | 2296 | Segment 153 of size 1096347 is Invalid

07/18/18 20:28:20:312 | [ERROR] | 1904 | HDSetup | HDPIM | DownloadManager | PDMWorkflowManager |  | 2296 | Segment 153 of size 1096347 is Invalid

07/18/18 20:36:15:005 | [ERROR] | 1904 | HDSetup | HDPIM | DownloadManager | PDMWorkflowManager |  | 2296 | Segment 153 of size 1096347 is Invalid

07/18/18 20:48:52:224 | [ERROR] | 1904 | HDSetup | HDPIM | DownloadManager | PDMWorkflowManager |  | 2296 | Segment 153 of size 1096347 is Invalid

07/18/18 21:07:43:856 | [ERROR] | 1904 | HDSetup | HDPIM | DownloadManager | PDMWorkflowManager |  | 2296 | Segment 153 of size 1096347 is Invalid

07/18/18 21:22:27:114 | [WARN] | 1904 | HDSetup | HDPIM | DownloadManager | PDMWorkflowManager |  | 10388 | A user retryable error has occured while downloading the file. errotType = -45 extendedErrorCode = 12002

07/18/18 21:22:27:142 | [WARN] | 1904 | HDSetup | HDPIM | DownloadManager | PackageDownloadManager |  | 1264 | Manifest file could not be downloaded

07/18/18 21:22:27:353 | [ERROR] | 1904 | HDSetup | HDPIM | DownloadManager |  | HDPIM | 2624 | Retryable error '119' occurred while download

-----------

I am able to connect to Adobe servers (as per their troubleshooting page) and I see both the red and grey logo, as well as get the 'pong' response. I'm able to update Premiere Pro CC without any issue, but Photoshop and After Effects do not update due to the following error (which is similar while updating both apps)

[ERROR] | 1904 | HDSetup | HDPIM | DownloadManager | PDMWorkflowManager |  | 2296 | Segment 153 of size 1096347 is Invalid

The download is stuck at 21% and doesn't go further. I look for answers, people have faced similar issues but all the threads I read had no resolution.

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correct answers 1 Correct answer

Community Expert , Jul 18, 2018 Jul 18, 2018

a clean install would probably fix the problem, but there may be a less drastic fix.

for a clean install:

uninstall everything cc including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

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

...

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Community Expert ,
Jul 18, 2018 Jul 18, 2018

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a clean install would probably fix the problem, but there may be a less drastic fix.

for a clean install:

uninstall everything cc including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

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

[moved from Downloading, Installing, Setting Up to Creative Cloud Download & Install]

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Adobe Employee ,
Jul 31, 2023 Jul 31, 2023

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Div.P, sorry you are unable to update your Adobe applications. What type of Creative Cloud membership are you using? I don't see an active membership under the account you used to post to this public discussion forum.

 

If you are using an individual membership on a different e-mail address, then see https://helpx.adobe.com/creative-cloud/kb/troubleshoot-download-install-logs.html#error119 for info on how to resolve Error 119. Additional suggestions on how the network connection failure can be corrected can be found at https://helpx.adobe.com/download-install/kb/common-network-connectivity-issues.html

 

Please update this public forum discussion if you have any questions about the solutions listed, Div.P.

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Community Expert ,
Jul 31, 2023 Jul 31, 2023

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@Jeff A Wright 

 

in 5 years, a lot can change.

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Adobe Employee ,
Jul 31, 2023 Jul 31, 2023

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More reindexing, perhaps? I saw some Photoshop CC 2017 discussions show up today too.

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Community Expert ,
Jul 31, 2023 Jul 31, 2023

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LATEST

i'm seeing a lot of notifications of old threads.

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