I can not install and uninstall adobe creative cloud

[walterc43190290]

I've tried everything but I can not install and uninstall adobe creative cloud.

[kglad]

i can't read those error messages, so better help might be available if you copied/pasted those error messages so the translator could be used.

uninstall everything cc, 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 using compatibility mode (https://technet.microsoft.com/en-us/library/bb456979.aspx?f=255&MSPPError=-2147217396)

use the desktop app to install your cc programs/trials

[Selectman]

I'm on a Mac and just tried installing the latest update.  The install failed due to claim that another version of CC Desktop seas running.  Couldn't find a running CC app anywhere.  Followed adobe site instructions to uninstall CC Desktop.  Message came back saying that couldn't be done as CC Desktop was 'busy.'

What now?

............Mike

[kglad]

open your activity monitor and terminate cc threads.

[Selectman]

Thanks,

In Activity Monitor I see 6 Adobe processes 3 of which appear to be CC processes. All are greyed out and attempting to terminate them by using the ‘X’ in the menu doesn’t do anything. Does what I’m reporting here sound like I understood what you suggested, or did I get off the track?

…………Mike

[walterc43190290]

I was able to delete all the files from the folder and finally I thought it would install but it still gives an error at the end of the installation, I already used AdobeCreativeCloudCleanerTool and I have done practically everything I saw in the forum but I could not install the adobe creative cloud yet.

[kglad]

what error message?

[walterc43190290]

The adobe creative cloud is needed to solve the problem. But it was not found or corrupted. Download and install Creative Cloud again in /// Site ///

This is the message that appears.

[Selectman]

I just went through this problem in its entirety and the only way to solve it is to set up a chat with Adobe support and let the representative fix it by controlling your machine.  There were numerous obscure files that had to be removed to clean the old Creative Cloud desktop from your machine, after which you just reinstall a fresh copy and then have it re-install all your apps.  i now have seen several complaints about this issue here so, despite the fact  that many (maybe almost all) people don't have this problem a number do, and it isn't easy to work your way through it alone.

[Kevin Stohlmeyer · Accepted solution]

Manually deleting CC apps is never a good process. The tech probably ran this tool to cleanup any old CC remnants to give you a clean install of the new software. It's always a good idea to uninstall using the app or this tool.

Use the Creative Cloud Cleaner Tool to solve installation problems

[kglad]

using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'still need help', http://helpx.adobe.com/x-productkb/global/service-ccm.html

[walterc43190290]

Only supported by phone or chat?

[kglad]

use chat.

[Sheena Kaul]

Moving to Creative Cloud Download & Install​