creative cloud set up file will not open and install

[wildaboutnature]

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

[kglad]

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.

[wildaboutnature]

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

[kglad]

right click the desktop app exe > click 'run as administrator'.

if that fails, what win 10 version?

[wildaboutnature]

Don't have the desk top app for Cc

The version of windows is 1803

[kglad]

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)

use the desktop app to install your cc programs/trials

[wildaboutnature]

Thanks will try that Monday as I'm away for the weekend, think getting

away from it will clear my head from it

Thank you for helping

Will let you know how it goes when I get back

[wildaboutnature]

Just tried all this, new account, administrator and tried to download desk

top app,failed- tried the direct download link, and run as administrator,

both failed at the do you want this app to make changes box- click yes to

run and it just dissapears

[Govardhan.V]

Right click on the downloaded setup file .

Select Properties.

Under General tab, check if any unblock option is present. If yes select it and then try to install CC Desktop app .

Ex :

Let us know if no Unblock option is listed.

[wildaboutnature]

Found the unblock option and that don't work either -tried running the

cleaner tool and rebooting pc again , checked unblock option again ,re

tried ,nothing -it seems to just shut down when the do you want this app to

make changes box comes up and you click yes to run it ,really annoying it

shouldn't be like this for a product that your paying for

[kglad]

using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

[wildaboutnature]

Had Adobe remote support trying to sort this out for the last couple of hours or so, they say its a problem that's been caused by a windows update issue-Microsoft support now then

[wildaboutnature]

now after several hours on remote support to both adobe and Microsoft, Microsoft say they will not provide any more support for third party apps and to sort it out with adobe. whether this is the supervisor thought they where taking to long  im not sure but he was pretty rude then cut me off

Adobe think it was a problem caused during a windows up date ,and they have been good

so now I really don't know what to try next, as im convinced it is something to do with the operating system causing it

and strangely I loaded a version of CS2 and that downloaded without any problem ,although its not a solution

[Govardhan.V]

Sorry to hear that .

If you haven't tried installing AAM and updating to ACC app. you can give a try :

Disable Firewall Temporarily. [ Optional step ]

Step 1 :

Open C:drive and navigate to C:\Program Files (x86)\ " Common Files" \Adobe.

Open Adobe folder and delete folders named Adobe Application Manager and OOBE.

Step 2:

Navigate to C:\Program Files (x86)\Adobe.

Open Adobe folder and if present delete Adobe Creative Cloud folder. [**important]

Unable to delete??? rename it to Adobe Creative Cloud-old.

Step 3 :

Press Windows button (located between Ctrl and Alt buttons) along with R button together at a time , you will get a run command window.

Type in below command and hit 'Enter' key.

appdata

Then navigate to Local>Adobe.

Open Adobe folder and delete folders named AAMUpdater and OOBE.

Step 4 :

Make sure Adobe Creative Cloud is not listed under Control Panel > Program and Features. list.

Click on the below link and download Adobe Application manager and install the same :

http://download.adobe.com/pub/adobe/creativesuite/cc/win/ApplicationManager10.0_all.exe

Once the installation process is completed, locate Adobe Application Manager launch icon on Desktop and double click on it .

It will start update process.

once it is completed,

it shud launch Adobe Creative Cloud app.

[wildaboutnature]

Hi Brucgovn

Thank you I do appreciate the help, and have gone through all the steps you

listed, and with fire wall and anti virus switched off, but unfortunately

although the AAM set up file opens and updates it unfortunately doesn't

launch the creative cloud app

[Govardhan.V]

If the suspect is windows update , we need to check with Windows update history .

Also , let us know whether you are using peronal computer or Enterprise computer ?

Whether its a Corp network or Home / Personal network?

Also , did you tried installing App by disabling Security suites like Anti Virus protection or Internet security temporarily for testing purpose ?

Also are you using Dual Graphics computer?

[wildaboutnature]

I don't have an update history as such to check as I did a windows reset ,

to see if that would correct the issue, it is a personal computer, have

tried disabling security- not sure what a dual graphics computer is (so

probably not )

Thank you for your help it is much appreciated

[Govardhan.V]

Enable Hidden Administrator account and login to same .

Then try to install and  check. later you can disable Hidden Admin account.

Enable the (Hidden) Administrator Account on Windows 7, 8, or 10

[wildaboutnature]

Same in the hidden admin account-it updates , but not the CC