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W
W_D_E_
Participant
July 26, 2015
Question

Creative cloud update stuck at 5% forever - can´t open CC/install anything without updating

  • July 26, 2015
  • 1 reply
  • 5038 views

Hi,

It´s already annoying enough that every time the CC desktop app needs to update it doesn´t let us do anything unless we update it - without an option to update later; now the app simply won´t go pass 5% during the update, meaning I can´t install any new software.

So here I am in an awful hurry to download, install and use Photoshop but I just can´t do it because of the app.

It doesn´t even offer an error message.

What´s the fix?

Thanks

This topic has been closed for replies.

1 reply

Sheena Kaul
Sheena Kaul
Legend
July 26, 2015

Hi Leandro,

Please follow the help document: https://helpx.adobe.com/creative-cloud/kb/Error_Code_2_failed_update.html

Regards,

Sheena

W
W_D_E_Author
Participant
July 26, 2015

Hi, thanks for the reply, but how long should it take for the uninstaller to uninstall? It was running for over 20 minutes as if it was doing something ("Uninstalling Creative Cloud desktop" message on), but also seemed stuck... Just like the non-working update process.

So I asked to close the window and got the message that the uninstall had been successful, but the app was still there and not working...

Weirder of all: the uninstall patch had disappeared from its folder.

Then I extracted it again and ran it, but got the message that another uninstall process was under way and needed to be closed first (had one it already...), so I started the Task Manager (Windows 7) and killed all Adobe processes and started the uninstall again.

Uninstall was unable to go further and gave me the message that Creative Cloud was busy .

Opened the Task Manager again and the only Adobe process was apparently an Adobe Reader update.

Killed it, started uninstalling again and quickly got a message saying that the uninstall process had completed with errors

What should I do next? Thought about trying to install CC app again but was afraid to worsen the situation.

What next?

Govardhan.V
Govardhan.V
Participating Frequently
July 26, 2015

Uninstallation completed with errors ?

Before reinstalling Creative Cloud app . Navigate to  C: > Program Files(x86) > Adobe.

If present , delete Adobe Creative Cloud folder .     [ *** Important step]

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

Then proceed with reinstallation process.

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