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Michael S_77
Participant
November 22, 2017
Answered

Creative Cloud will not install

  • November 22, 2017
  • 6 replies
  • 8072 views

Hi,

I'm unable to install the creative cloud app.  It only gets as far a 2% then disappears.

How can I attach the log file to this discussion?  I can't see the attach link.  I've had a quick look at the log file and can't see why this is not allowing me to install this.

I've ran the Adobe Creative Cleanup Tool, running this as admin and selecting ALL, but i'm still unable to install the cloud app.

Some of the errors;

ERROR: Cannot load AMT config file 'C:\Program Files (x86)\Adobe\Adobe Sync\application.xml'

ERROR: Source file does not exist in CopyFileFromSourceToDestination

ERROR: Unable to copy AMT config file 'C:\Program Files (x86)\Adobe\Adobe Sync\application.xml' to pcf folder 'C:\Program Files (x86)\Common Files\Adobe\PCF\{COSY-2.4.3-32-ADBEADBEADBEADBEADBEAD}.V7{}CoreSync-2.4.1-Win-GM.xml'

WARN: Failed to load xml C:\Program Files (x86)\Adobe\Adobe Sync\application.xml. system error:2

Some other lines are like this;

11/14/17 17:18:26:984 | [WARN] |  | HDSetup | HDPIM | CommandGenerator |  | HDPIM | 3192 | LocalizeFile:Localized string not found for locale 'en_GB'

11/14/17 17:18:26:984 | [WARN] |  | HDSetup | HDPIM | CommandGenerator |  | HDPIM | 3192 | LocalizeFile:Localized string not found for locale 'en_GB'

11/14/17 17:18:26:984 | [WARN] |  | HDSetup | HDPIM | CommandGenerator |  | HDPIM | 3192 | LocalizeFile:Localized string not found for locale 'en_GB'

11/14/17 17:18:26:985 | [WARN] |  | HDSetup | HDPIM | CommandGenerator |  | HDPIM | 3192 | LocalizeFile:Localized string not found for locale 'en_GB'

11/14/17 17:18:26:985 | [WARN] |  | HDSetup | HDPIM | CommandGenerator |  | HDPIM | 3192 | LocalizeFile:Localized string not found for locale 'en_GB'

11/14/17 17:18:26:985 | [WARN] |  | HDSetup | HDPIM | CommandGenerator |  | HDPIM | 3192 | LocalizeFile:Localized string not found for locale 'en_GB'

11/14/17 17:18:26:986 | [WARN] |  | HDSetup | HDPIM | CommandGenerator |  | HDPIM | 3192 | LocalizeFile:Localized string not found for locale 'en_GB'

11/14/17 17:18:26:986 | [WARN] |  | HDSetup | HDPIM | CommandGenerator |  | HDPIM | 3192 | LocalizeFile:Localized string not found for locale 'en_GB'

Not sure why this will not allow me to install the app.

Any suggestions welcomed

This topic has been closed for replies.
Correct answer Michael S_77

Hello Bani Verma,

That thread had the fix;

1) Uninstall Creative Cloud Desktop Manager  :

Creative Cloud Help | Uninstall the Creative Cloud desktop app

2) Delete following folders : ( If you don't see any folder skip that step )

C:\Program Files (x86)\Common Files\Adobe\OOBE

C:\Program Files (x86)\Common Files\Adobe\Adobe Application Manager

C:\Program Files (x86)\Adobe\Creative Cloud Folders

C:\Users\<user_name>\AppData\Local\Adobe\ AAM UPDATER  and OOBE both ( App data & Program Data is hidden folder please see, Show Hidden Files and Folders in Windows 7, 8.x, 10, or Vista  )

C:\Program DATA \Adobe\ rename the file SL-STORE as SL-STORE_OLD

Did the above by deleting the folders and this now works.

Much appreciated.

Cheers

6 replies

Y
yvonnes28543117
Participant
March 15, 2018

The uninstaller stopped with errors, but I followed through the next steps of locating and deleting the listed folders, then tried the reinstall which appeared to run through the whole install successfully, but it did NOT install. What a mess! I can't even use the Photography Plan that I have paid for!!! I still need help!

Y
yvonnes28543117
Participant
March 15, 2018

I found a solution to my issue with Creative Cloud app not installing after trying a number of suggested steps. I found the solution on this page: Use the Creative Cloud Cleaner Tool to solve installation problems

The cleaner worked for me and solved my installation problem.

M
Michael S_77AuthorCorrect answer
Participant
November 27, 2017

Hello Bani Verma,

That thread had the fix;

1) Uninstall Creative Cloud Desktop Manager  :

Creative Cloud Help | Uninstall the Creative Cloud desktop app

2) Delete following folders : ( If you don't see any folder skip that step )

C:\Program Files (x86)\Common Files\Adobe\OOBE

C:\Program Files (x86)\Common Files\Adobe\Adobe Application Manager

C:\Program Files (x86)\Adobe\Creative Cloud Folders

C:\Users\<user_name>\AppData\Local\Adobe\ AAM UPDATER  and OOBE both ( App data & Program Data is hidden folder please see, Show Hidden Files and Folders in Windows 7, 8.x, 10, or Vista  )

C:\Program DATA \Adobe\ rename the file SL-STORE as SL-STORE_OLD

Did the above by deleting the folders and this now works.

Much appreciated.

Cheers

Bani Verma
Community Manager
Bani VermaCommunity Manager
Community Manager
November 27, 2017

You're welcome! Glad to know that everything is up and running for you, enjoy your software .

    E
    Eachie
    Participant
    January 12, 2020

    Same problem.  About to try.

       THANK YOU in advance

     

    M
    Michael S_77Author
    Participant
    November 24, 2017

    I'm still unable to install the app.

    I've logged in with another admin account and running the installer as admin,

    and it gets to about 3% and I get this error pop up;

    we've encountered the following issues;

    Installer failed to initialise

    Please download Adobe Support Advisor to detect the problem.

    I'm trying to install this for the first time, it's not all ready installed, and it doesn't appear in the programs list.

    I looked for the Support advisor and I could not find the link to run or install this.

    I did see there was a page to install the .exe using 7-zip but again there are no links on the page that I could see.

    Is there another method to download the .exe rather than the cloud installer file?

    Bani Verma
    Community Manager
    Bani VermaCommunity Manager
    Community Manager
    November 24, 2017

    Hi Michael%20S_77

    Sorry that you are still having trouble installing your Adobe Creative Cloud.

    I would recommend you to follow the steps shared in the following thread and remove the folders mentioned in it:Photoshop Installation Failed.

    After this retry the installation by downloading Creative Cloud desktop app from here: Download Creative Cloud desktop app.

    Let us know if this helps.

    Kanikas
    Community Manager
    KanikasCommunity Manager
    Community Manager
    November 23, 2017

    Moving to Creative Cloud Download & Install​

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    November 22, 2017

    perform each step that is application.  (eg, steps 1 and 2 probably don't apply but everything else does.)

    uninstall everything cc including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

    then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

    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 3 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)

    use the desktop app to install your cc programs/trials

    Tanusree
    Tanusree
    Participating Frequently
    November 22, 2017

    Hi,

    Please refer Re: Unable to install creative cloud suite on windows 8.1 home editio

    Re: Unable to install Creative Cloud

    Re: Unable to install Adobe Creative Cloud

    Let us know if this helps!

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