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Glitchdog
Glitchdog
Inspiring
February 19, 2016
Answered

Creative Cloud update failed, uninstalling failed, installing failed

  • February 19, 2016
  • 4 replies
  • 3274 views

Hi,

Have had no issues with the Creative Cloud desktop app until yesterday. The popup from the software indicated I needed to update the CC app. It failed with the error code: 1001.

Googled solutions.

Then downloaded the uninstaller which basically failed,
"Uninstallation of Creative Cloud desktop completed with errors." Rebooted Mac and used the latest installer, but received this message: "Installer was unable to copy a critical file/directory....error code: 43"

Googled again.

Downloaded "Adobe Creative Cloud Cleaner Tool". I don't want to clean the other apps, but the remainder of options are a bit confusing what to choose like: "Fix Host File", "Adobe ID CC2015 AppBase" and "Adobe Id Credentials". Will cleaning those up fix my problem? If so, what info would I loose?

Thanks!

2015 MacPro, Adobe CC2015 latest updates except for Creative Cloud and Bridge, OS X 10.10.5

This topic has been closed for replies.
Correct answer Glitchdog

OK, what a pain, but I may have resolved the problem and created a new one.

1. After following the instructions above and still not being able to install CC Desktop app, I tried to update an individual program by selecting "Help" from the top menu of an opened Adobe app, then selecting "Check for updates". Not able to update any app this way. Just received an error message that the program might be corrupt.

2. Oh well, read a bit more online about using the Adobe CC Cleaner Tool and after backing up all presets, etc decided to "Clean All". Danger, don't take this lightly. It cleaned more than what I read it would.

3. This clean all "visibly" removed all the Adobe apps from my Applications folder, but didn't actually remove them from the hard drive. At least the available size on the drive did not change and there were no apps in the trash. So they must be there somewhere taking up space. Problem created.

4. Found an obscure post related to downloading Adobe Application Manager with a link. After installing or really re-installing this application (twice), then opening the application, suddenly the Creative Cloud Desktop app appears. So I guess installing Adobe Application Manager automatically installs Creative Cloud Desktop app?

5. Logged into CC with the CC Desktop app and am now re-downloading all the Adobe CC apps.

Not sure what happens next, but I will post the rest of my sad tale (hopefully with a happy ending) for others that might just appreciate it.

2015 MacPro, OS X 10.10.5

4 replies

Glitchdog
GlitchdogAuthorCorrect answer
Inspiring
February 22, 2016

OK, what a pain, but I may have resolved the problem and created a new one.

1. After following the instructions above and still not being able to install CC Desktop app, I tried to update an individual program by selecting "Help" from the top menu of an opened Adobe app, then selecting "Check for updates". Not able to update any app this way. Just received an error message that the program might be corrupt.

2. Oh well, read a bit more online about using the Adobe CC Cleaner Tool and after backing up all presets, etc decided to "Clean All". Danger, don't take this lightly. It cleaned more than what I read it would.

3. This clean all "visibly" removed all the Adobe apps from my Applications folder, but didn't actually remove them from the hard drive. At least the available size on the drive did not change and there were no apps in the trash. So they must be there somewhere taking up space. Problem created.

4. Found an obscure post related to downloading Adobe Application Manager with a link. After installing or really re-installing this application (twice), then opening the application, suddenly the Creative Cloud Desktop app appears. So I guess installing Adobe Application Manager automatically installs Creative Cloud Desktop app?

5. Logged into CC with the CC Desktop app and am now re-downloading all the Adobe CC apps.

Not sure what happens next, but I will post the rest of my sad tale (hopefully with a happy ending) for others that might just appreciate it.

2015 MacPro, OS X 10.10.5

Glitchdog
GlitchdogAuthor
Inspiring
February 22, 2016

All apps downloaded except for Illustrator, which had a download error. Downloading Illustrator directly from this link.

Still can't figure out where the Adobe apps that Adobe CC Cleaner Tool visibly removed went to, though CC Cleaner Tool is not supposed to do that from what I understand.

Does anyone have any idea why Adobe CC Cleaner Tool is making apps disappear and where they go? I just found one older post from a few years back. The writer had the exact some thing happen. Hmmmmmm.

Pattie-F
Pattie-F
Legend
February 23, 2016

If you are still having trouble, please  contact our support staff directly by following this link: Contact Adobe Customer Care.   For additional information, please see: FAQ: How can I contact Adobe for support?

Glitchdog
GlitchdogAuthor
Inspiring
February 22, 2016

Hi, anyone out there in Adobe help land

Have gone through the process above four times now. Nothing has changed, I still cannot install the Adobe CC Desktop App.

Can anyone help? Thanks!

Pattie-F
Pattie-F
Legend
February 19, 2016

I am moving this post to the Creative Cloud Download & Install forum

kglad
Community Expert
kgladCommunity Expert
Community Expert
February 19, 2016

open Activity monitor and quit all the Adobe processes in order :   Creative Cloud, Adobe Desktop Service, Adobe CEF Helper, CCLibrary, Core Sync, Adobe Installer, Adobe IPC Broker.

open Finder ,click  Go >> Go to Folder and type ~/Library/Application Support/Adobe and click on Go

delete AAMUpdater , Adobe Application Manager and OOBE folder

run CC Cleaner tool and remove Adobe Application Manager per Use the Adobe Creative Cloud Cleaner Tool to solve installation problems

restart your computer

install the cc desktop app, https://creative.adobe.com/products/creative-cloud

Glitchdog
GlitchdogAuthor
Inspiring
February 19, 2016

Thanks kglad. Unfortunately it didn't work. Still getting the 43 error code at the end on trying to reinstall Creative Cloud desktop. Note, on opening the cleaner tool I no longer have, Adobe Application Manager. I cleaned that previously before posting. Any additional thoughts?

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