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Ellie5FA8
Participant
December 23, 2020
Question

I can't download any of the apps

  • December 23, 2020
  • 2 replies
  • 752 views

So I have a MacBook Air 2019 and a few weeks ago i signed into my Adobe account. I downloaded Creative Cloud and proceeded to download After Effects, but i didn't have enough storage. So yesterday and today i have been making space on my computer and tried to download again but it wouldn't work. I deleted all Creative Cloud files such as the media encoder, the After Effects Installer and alias and tried downloading it again, thinking it wasn't working becuase i already had the files but nope it still isn't working. I need these apps for school and they are not downloading and i'm panicking that i won't be able to do my work. Please help me

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2 replies

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Test Screen Name
Legend
December 24, 2020

Please describe exactly what happens (messages, screen shots, etc.) when you now try to download. Also, how much storage do you have now, exactly?

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Ellie5FA8Author
Participant
December 24, 2020

I'm not sure how much storage i have, but no error messages come up. Normally a little "Downloading" notification comes up and you can see the progression status on your creative cloud account. But when I press download, nothing happens. I have tried with other apps and nothing happens with them. When i first tried to download it, it would give me a logo to double click and then it would start downloading. I try double clicking and nothing works

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
December 23, 2020

Ellie, what process did you use to delete the Creative Cloud files and Media Encoder?  Did you use the process listed in https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html?

 

What type of Creative Cloud membership are you using? I don't see a membership associated with the e-mail address you used to post to this public discussion forum.

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Ellie5FA8Author
Participant
December 24, 2020

No, I just put them in my bin and then deleted them. I have a student account so it is through my college. I downloaded the apps onto my other computer but that one is old and takes a long time to open the app so I decided to download it onto my laptop. I just want to be able to do my work haha

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
December 24, 2020

I am very sorry to hear that, Ellie. In the future, always determine if there is an uninstaller included as part of the application.  By just dragging files to the trash can, you leave the computer in an unexpected state, which is likely making any difficulties you were encountering worse.

 

Please try reinstalling any removed applications by using the process listed in https://helpx.adobe.com/creative-cloud/help/download-install-app.html.  When you run into errors during the install process, please check the log files to determine the error's exact cause.  Information on how you can locate any fatal errors can be found at https://helpx.adobe.com/download-install/kb/find-installation-log-files.html.

 

What type of membership are you using, Ellie? Is it a Creative Cloud membership offered by the educational institution that you attend?

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