Creative cloud real installation problem driving me crazy

Forum|Forum|6 years ago
October 25, 2019
1 reply
252 views

Hi,

I REALLY need a REAL solution for the installation and update of the creative cloud desktop app. I'm not able to use XD because it needs an update and I can't update because I can't launch Creative Cloud!! all this because creative cloud is not installing neither updating!! there's no error message! It's just stuck on a certain percentage! I have disabled firewall and anti-virus. Please, I need to solve this problem soon and need to know why this is always happening. Thank you

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Jeffrey_A_Wright

Community Manager

NidalCnD, sorry to hear you have faced so many problems using Adobe XD and the Adobe Creative Cloud desktop application. To determine our next step please check the install logs to determine the error that is preventing installation. You can find complete information on how to locate the error at https://helpx.adobe.com/creative-cloud/kb/troubleshoot-download-install-logs.html.

N

nidald54849665Author

Participant

Hello Jeff,

Thanks for your reply. Unfortunately still can't solve the problem. Installation stuck on 17%. I've tried to launch the Log_Collector_tool_4_0_ALL.exe but it's telling me that I need an internet connection while I'm sure my internet is working fine. I've turned off anti-virus and firewall but the problem remains.

Jeffrey_A_Wright

Community Manager

I am sorry to hear that, NidalCnd. As a next step please stop posting to a public discussion forum and contact our support team at https://helpx.adobe.com/contact.html for direct assistance with resolving the error.

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