creative cloud won't let me install apps

New Here ,
Aug 09, 2021 Aug 09, 2021

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Hi all,

ok so I had to reinstall windows on my computer because I had issues with windows update. But my adobe apps worked perfectly. Now my Windows is up to date but I can't seem to install any app from the desktop creative cloud app, even installing the CC app turned out to be really complicated. Indeed I had the MSCV140.dll problem, which I managed to fix by reintalling the missing files.

Anyways, when I open the CC app I see a spinning wheel in the top right corner over the little cloud icon, and it just won't dissapear. In the beginning (that is before I followed all the relevant instructions I could find in the threads here) it was because the CC app started updating and could never finish it, so when I wanted to install any other app it was in line behind it and never started. After this I came here searching for solutions so I did execute the app in admin mode, I did delete the OOBE files, uninstall and reinstall the CC app (which again did not work for a couple of times before it finally did). When I opened it I was asked to update it, which I did and again it was stuck in spinning wheel mode. So I repeated all of the above steps except that I did not accept the update. I can now launch the installation of other apps BUT they get stuck in the middle or at the very beginning of the process, a blue message pops up telling me it's taking longer than usual and that they're trying to figure it out but nothing happens... the wheel spins and spins and never stops.

I am very lost and can't find anything that would seem to resolve this problem. Any help, ideas or advice would greatly appreciated. Thanks in advance.

 

Kevin

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Activation , CC FAQ , Creative Cloud , Installation

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Adobe Employee ,
Aug 09, 2021 Aug 09, 2021

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@Kevin Renaudeau 

 

Please try to repair C++ file, please open Control Panel\All Control Panel Items\Programs and Features

and you will find Microsoft  Visual C++ files, 2015-2019 , 2013, 2012, select one by one click on change> repair,  . Repair till 2012 and restart the computer and than try to open creative cloud .

 

 

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New Here ,
Aug 09, 2021 Aug 09, 2021

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hi, thanks for the quick reply

I did what you said, did not work. I reinstalled creative cloud and now it won't even start, I'm back at the MSCV140.dll problem... which I can't seem to fix now...

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New Here ,
Aug 09, 2021 Aug 09, 2021

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oh and while I was repairing the c++ files for some reason I could not repair the 2015-2022 file, so I reinstalled it...

I tried again repairing them and I'm having the same issue not being able to repair it from the control panel, maybe that's where the problem is coming from..?

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Adobe Community Professional ,
Aug 09, 2021 Aug 09, 2021

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Hi @Kevin Renaudeau,

Adobe expects users to have the latest software updates, no more than 2 versions back.  Which release version of Windows do you have?

 

Also please ensure your computer exceeds the minimum system requirements to run Creative Cloud + OS + all other apps you use. Check each one.
- https://helpx.adobe.com/creative-cloud/system-requirements.html

Effective July 14, you need to have TLS 1.2 connections enabled in your Win registry otherwise you cannot connect with Adobe servers.  Follow link below for more details.

https://helpx.adobe.com/x-productkb/multi/eol-tls-support.html

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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New Here ,
Aug 09, 2021 Aug 09, 2021

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Hi Nancy,

well I'm all good regarding the specs of my PC I suppose as all my Adobe apps worked perfectly until yesterday...

However I did reinstall Windows today, but it's definitely the latest version as my Windows update is working fine.

I was able to get Creative Cloud desktop to open again, but then again the wheel over the little cloud in the upper right corner is endlessly spinning... I just tried installing photoshop but nothing happens, it's stuck at 0%, waiting for CC to finish updating before I assume.

 

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New Here ,
Aug 09, 2021 Aug 09, 2021

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and my TSL 1.2 are enabled...

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Adobe Community Professional ,
Aug 09, 2021 Aug 09, 2021

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Latest Visual C++ downloads:

https://support.microsoft.com/en-us/topic/the-latest-supported-visual-c-downloads-2647da03-1eea-4433...

 

Resolve connection errors with Adobe servers:

https://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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New Here ,
Aug 09, 2021 Aug 09, 2021

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Hi again,

so I followed ALL of the steps indicated in the links you posted, unfortunately the wheel is still spinning and the CC app update process is still sleeping at 0%...

I tried tottaly disabling my firewall but this does not change anything. However the problem might still come from the firewall as in the list of apps I can authorize or block in the firewall list I don't see the CC app or anything from Adobe. It's the only clue I got from these long and complicated manipulations I just did

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New Here ,
Aug 09, 2021 Aug 09, 2021

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oh and I followed the steps indicated in the links and everything was ok at each and every one of them

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Adobe Community Professional ,
Aug 10, 2021 Aug 10, 2021

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Maybe you should reach out to technical support.


CONTACT ADOBE SUPPORT:
================
Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
Phone M-F, during normal business hours: https://helpx.adobe.com/contact/phone.html

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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New Here ,
Aug 10, 2021 Aug 10, 2021

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hi,

yes that's what I did today, and we spent the whole day on it.. still not fixed.

Thank you for your time and replies

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