CreativeCloudInstaller keeps crashing during install (OS/X)

Report · Aug 25, 2016

Hi !

I'm on OS/X 10.10.5, and was still using Lightroom 5

Last week-end I decided to plunge and purchased the CC Photography Plan

Immediately after my purchase the CreativeCloudInstaller.dmg started downloading. So far so good

But every time I try to run the installer in this dmg it does exactly the same thing:

1) I need to put my OS/X password because the app wants to "make changes". Normal

2) "Initializing Installer". Fine

3) "Downloading Creative Cloud Desktop". Looks good but

... at that time, after about 3-4 seconds, the installation windows simply disappears. No error message, nothing.

I tried to re-download the installer: same issue

OS/X built-in firewall disabled

Apps allowed to be installed even if not downloaded from the App Store

In the DLM.log I find this: ERROR - An error has occurred while renaming the temporary named downloaded file.

And each time it crashes I get a crash file from OS/X with the following error:

Exception Type: EXC_BAD_ACCESS (SIGSEGV)

Exception Codes: KERN_INVALID_ADDRESS at 0x0000000000000034

Now came the moment I need to turn to the community !

Any idea what I could do next ?

Thanks in advance

Philippe

Report · Aug 30, 2016

Hi,

I have a very similar problem on Windows (version 7 and then version 10) that occurs each time there's an update for Adobe Creative Cloud Desktop.

Once the download has reached 100%, the application closes and that's all. Adobe CC Desktop can no longer be run. If I look at my disk just after the crash, I can see that I have 3 "Adobe Creative Cloud" folders :

- C:\Program Files (x86)\Adobe\Adobe Creative Cloud (this is the old one)

- C:\Program Files (x86)\Adobe\Adobe Creative Cloud_<new version number> (the new one)

- C:\Program Files (x86)\Adobe\Adobe Creative Cloud_bkp1 (some kind of backup I guess)

How I fix the problem :

1. I rename (or delete) Adobe Creative Cloud after logging off and logging in again (because that folder is still in use after the crash).

2. I rename Adobe Creative Cloud_<new version number> to Adobe Creative Cloud.

3. I delete Adobe Creative Cloud_bkp1.

Then I can run Adobe CC Desktop again. I guess that something similar is happening on your Mac OS system. I hope you can imagine a similar procedure on your Mac.

This is a very old issue that has been reported multiple times here and in the feedback forum. Nobody at Adobe seem to be able to fix this bug, though. Or they don't care. Each time I have to update Adobe CC Desktop, the installation fails and I have to use the above procedure or, if it doesn't help, uninstall / reinstall the application (in that case a manual uninstall is required because you are not allowed to uninstall Adobe CC Desktop while Adobe CC apps are installed on your system - which is rather stupid and implies cleaning up the Windows registry manually before reinstalling - not all users will be able to do that).

I have added this bug to my "permanent bugs" list. Permanent bugs are bugs that are reported by users since at least one year (generally 2 or 3 years or even more) and that will apparently never be fixed. All hope lost.

Report · Aug 30, 2016

Hi Samoreen,

It looks lik it's impossible to uninstall Creative Cloud. i can't uninstall Adobe CC when I click in the Adobe folder at uninstall Adobe CC, and i can't uninstall when i download the zip file from your site to uninstall. Every time I get the message that 'there is another Creative Cloud desktop of Adobe installation program in progress. Shut this down' even when i signed out and the app is not visible at the desktop.

So i can't uninstall, reinstall and CC doesn't update.

""In that case a manual uninstall is required because you are not allowed to uninstall Adobe CC Desktop while Adobe CC apps are installed on your system - which is rather stupid and implies cleaning up the Windows registry manually before reinstalling"

I'm I right that in you answer I have to manually delete the CC folder and then try to reinstall?

John

Report · Aug 30, 2016

John,

I'm not an Adobe rep, so you can't download any CC installer from my site . Are you using Windows or MacOS ? Under Windows, you can't uninstall Adobe CC Desktop from the Control Panel without uninstalling all your CC apps first. This is just crazy. So manually uninstalling is the only solution if the procedure that I have suggested above doesn't work (logging off and on is mandatory in order to stop the running processes involved in the failed installation procedure, otherwise you'll not be able to delete the listed folders).

Beware : manually uninstalling Adobe CC Desktop is not only a matter of deleting the relevant folders but you also have to cleanup the registry which is something that should only do if you are an experimented user exactly knowing what you are doing when editing the registry.

Report · Aug 30, 2016

Hi,

I know. I tried to use the zip file on the Adobe site for uninstalling, but I get the same answer (there is another CC desktop etc....).

I don' know why ACC stopped updating automatically since july 2015. I just noticed this weekend. Also on my Macbook, but there it is not a problem and i'm up to date there. But my desktop app on my Mac stays empty.

I tried your option of renaming (I've got just one program file, but that didn't work either)

I'm not an computer expert, but it looks like somethings bugging

In the application folder i can't uninstall ACC and i found an uninstaller in the folder Adobe installer, but both can't finish the job because of" there is another.....

I try it later again, thnx so far for the input