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richs55756955
richs55756955
Participant
February 21, 2019
Answered

Creative Cloud Installer Stalls at 27%

  • February 21, 2019
  • 3 replies
  • 4519 views

I was trying to update my programs and was having issues. So I uninstalled the creative cloud app and now I can't get it to download again. It starts quick and stalls at 27%. Tried multiple times and stops at 27% everytime. No errors or messages. Just stops.

I tried a clean app and did not work. I also tried deleting all the files in the OOBE folder.

All of my programs are running fine. I just can't update or download new programs.

I don't know if its my internet connection or my computer. Im just out of options.

Running an iMac 2017 on the newest software.

Any suggest or help I would appreciate it...thanks.

–Rich

    This topic has been closed for replies.
    Correct answer Bani Verma

    Hi Rich,

    Beware of fraudulent support requests, We have received a number of reports where some members of this community are posing as Adobe Employees by offering to help troubleshoot issues personally using technologies such as Skype as a means to gain access to your computer and potentially your personal information.  All Adobe employees are required to have a red ‘STAFF’ below their profile picture, as well as an Adobe logo after their username. You can also see both the 'STAFF' badge and Adobe logo if you mouse-over their profile picture.

    Thanks for sharing the email, could you please also share the account name so that I can get this account blocked immediately.

    As you have mentioned you are unable to reinstall the CC desktop app and have performed basic troubleshooting steps as well but the issue still persists.

    Please try the steps given in the following thread to maunally remove the internal folders related to the CC desktop app: Creative cloud failing for a year now - only options are quit or repair. Both fail.

    After this use, the direct download links given here to download and install the app again: How to download Creative Cloud desktop app​

    Let us know if this helps.

    3 replies

    O
    olenag29308040
    Participant
    January 31, 2020

    Sorry but I have the same problem. Nothing works. Everytime I install, then it hangs whether at 21.5%, or 31.5% or sometimes 45% - I go through your Uninstall steps and re-install. Nothing works. I've done this 5 times now. Still the same. This is extremely frustrating as I really need to use my programs for work.  I've run out of Options on what to do to fix this. BTW I'm on a Macbook Pro 2019 - Catalina 10.15.3 if that makes any difference.  Thanks.

    Nancy OShea
    Community Expert
    Nancy OSheaCommunity Expert
    Community Expert
    January 31, 2020

    Hello olenag,

     

    Please refer to this help article. 

    https://helpx.adobe.com/creative-cloud/kb/creative-cloud-desktop-app-installation-stuck.html

     

    If you require additional assistance, scroll down to Still Need Help? on the same page.

     

    Nancy O'Shea— Product User & Community Expert
    O
    olenag29308040
    Participant
    January 31, 2020

    Appreciate the quick response. However, I've done the above (via the link that you sent) 5 times now. Nothing has changed. I'm on the 6th attempt as I'm writing this and it's still stuck at 31.5% Unfrotunately, other ideas and/or options are needed here.  Thanks again.

    Bani Verma
    Community Manager
    Bani VermaCommunity ManagerCorrect answer
    Community Manager
    February 21, 2019

    Hi Rich,

    Beware of fraudulent support requests, We have received a number of reports where some members of this community are posing as Adobe Employees by offering to help troubleshoot issues personally using technologies such as Skype as a means to gain access to your computer and potentially your personal information.  All Adobe employees are required to have a red ‘STAFF’ below their profile picture, as well as an Adobe logo after their username. You can also see both the 'STAFF' badge and Adobe logo if you mouse-over their profile picture.

    Thanks for sharing the email, could you please also share the account name so that I can get this account blocked immediately.

    As you have mentioned you are unable to reinstall the CC desktop app and have performed basic troubleshooting steps as well but the issue still persists.

    Please try the steps given in the following thread to maunally remove the internal folders related to the CC desktop app: Creative cloud failing for a year now - only options are quit or repair. Both fail.

    After this use, the direct download links given here to download and install the app again: How to download Creative Cloud desktop app​

    Let us know if this helps.

    richs55756955
    richs55756955Author
    Participant
    February 21, 2019

    Account name: Adobe Emily Foster

    Adobe_John_Mccarthy
    Adobe_John_Mccarthy
    Participant
    February 21, 2019

    There is lot of people sending such request so just ignore and use Adobe Chat or Forums answers

    richs55756955
    richs55756955Author
    Participant
    February 21, 2019

    Just got a fraud email response from a fake adobe represntative

    Hi!

    Do you use Google Hangouts or Skype? so will connect you with our support team and they will help you out.

    Or You can Directly send Email to our Customer Care Team At Adobedesk@usa.com and they will help you via Email.

    Thanks & Regards
    Team Adobe

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