creative cloud set up file will not open and install

Forum|Forum|7 years ago
November 16, 2018
1 reply
3672 views

I have been having problems trying to install creative cloud app-I had to reinstall windows(10)-deactivated adobe programs first. This started earlier in the week when I had a couple of blue screen errors, and Lightroom kept generating error reports until eventually Lightroom froze altogether and creative cloud app disappeared. Since reinstall I have tried all the things I have found on the forums-safe mode-direct download links-cleaner tool removal tool.

The set up.exe file downloads,and trying to open it as administrator opens the dialogue box"do you wish this program to make changes comes up, but click yes and it just shuts down

I have run diagnose problem on file and it says it is incompatible.

everything is up to date(as far as I can tell) and other programs such as Luminar installed and run correctly

Any help or advise much appreciated , as after two days im tearing my hair out

This topic has been closed for replies.

kglad

Community Expert

install the cc desktop app from here https://creative.adobe.com/products/creative-cloud and use it to install your adobe subscription and trial programs.

if that is what you're trying to do and that cc desktop app is the program that's incompatible, is it incompatible with your os? if so, update win 10.

wildaboutnatureAuthor

Known Participant

Hi Kglad

I have updated windows 10-and it was on my os prior to reinstall, I did deactivate it in account settings before the reinstall

I have tried the link above and its the same it downloads the set up file but when you try and open it it just stops??

very frustrating as ive had it working since the early days of cloud and this is the first real hiccup

I also find the Adobe support web site a bit hard work as there isn't a support email address, mainly trys to return you to he forums

wildaboutnatureAuthor

Known Participant

that's what i have and see no problem.

i assume you have no cc program installed, correct?

if so:

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)

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