I can't upgrade Photoshop through CC - false-positive Symantec error?

Forum|Forum|5 years ago
May 21, 2020
2 replies
1077 views

I have photoshop installed on my work laptop but whenever I try to upgrade the photoshop version through Creative Cloud (currently trying to update from 21.1.2 to 21.1.3) I get a Symantec error message:

Terminated Setup.exe before accessing doc_class_ie.crypt
Potential Cryptolocker Locky infection.

It's definitely a false-positive - I've had this issue on two machines now, and neither have viruses on them!

Basically if my work's Symantec is installed I can't upgrade Photoshop. Is this a known issue? (I appreciate it might be a Symantec rather than Photoshop issue, but it's stopping me from updating Photoshop all the same. Any idea what doc_class_ie.crypt is? Google isn't throwing anything up.

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Nancy OShea

Community Expert

How do you know this is a false positive? Ransomware is nothing to be taken lightly. I suggest you contact your work's IT dept and ask them to help you find a permanent solution.

Nancy O'Shea— Product User & Community Expert

W

walliswizardAuthor

Participant

It's an issue I've had across several machines in the past, including new builds. It's not ransomware in this instance.
I guessed I'd end up having to talk to the IT department, the thing is I'm not sure how it's going to be resolved without understanding what is really being blocked. I'm guessing the lack of information coming back from google about this suggests it's not a common issue for everybody!

Oh well 😕😕