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adoBBBBBBBBBBBBBBBBBBBBBE
Participant
September 14, 2019
Answered

Installer hangs on browser authentication

  • September 14, 2019
  • 16 replies
  • 38496 views

I've tried several apps and the main Creative Cloud installer (I have the all apps plan) and it hangs every time I get to the part requiring browser identification, here:

I get taken to the browser window (in Chrome, regardless of my default browser settings) and it says:

But the installer does not proceed, and I end up here:

If I click on "If your browser is not responding, sign in here" nothing happens. I've uninstalled, tried again, then used the Adobe CC cleaner tool and removed everything, tried again, I've gone into the registry and deleted all Adobe keys, I've run as admin and as not, I've restarted and tried installing in Safe Mode with networking. Same results. I've also tried signing out before being taken to the browser, then signing in, then getting the "You're all set!" screen again. I've tried doing that with a different account. Nothing has worked.

 

Prior to this I had only Photoshop installed, and it worked fine. The issue started when I switched to the 'all apps' plan and tried to install acrobat. The installer hung 1/2 way through the Acrobat install. I quit, tried again, and got the above. Then tried all the steps I mention above. I also tried installing other apps, which is why the screengrab above shows my attempt to install XD.

 

I've explored all the forums and FAQs and tried everything suggested in them.

 

(Posting again because someone marked my previous post as spam.)

      This topic has been closed for replies.
      Correct answer kglad

      to clarify @iDaze's solution:

       

      Adobe's GUIs (graphical user interface) are governed by Windows Internet Explorer privacy setting regardless if you are using other internet browsers. so you have to check your Windows Internet Explorer settings (not Edge) and insure that Java Script and Scripting are enabled.

       

      one way to do this is to open Control Panel (icons) > internet options > "security" tab > custom level > enable "scripting" and "scripting of java applets" (both are towards the bottom) > click apply

       

       

       

       

      16 replies

      Show previous replies
      J
      jasons24923063
      Participant
      March 13, 2020

      I found a solution that worked for me. Following the steps for Internet Explorer below fixed the issue:

       

      https://helpx.adobe.com/x-productkb/multi/enable-javascript.html

        N
        newcyp
        Participant
        December 10, 2019

        I have the same problem, I don't understand why the installer is designed like this causing so much troubles, I miss CD/DVD installer so much.

        L
        lisam72901590
        Participant
        January 6, 2020

        I actually did come up with a solution that worked for me - I tried adding it before Christmas but for some reason, the post submission screen doesn't like me adding a link to the page with the solution, so I'm going to do that annoying thing where you add spaces that will need to be taken out before you can go to the link.

         

        This is the link (copy and paste and remove the spaces): https:// helpx. adobe. com/ download- install/ kb/ creative- cloud- desktop- app- download. html

         

        Essentially, on this page, a little way down, there's a title: Problems installing? Try alternative download links

         

        And then for me (using Surfacebook, Windows 10) I picked 'Windows Alternative downloads and 'Windows 10 (64-bit)' and that worked for me.

         

         

        Hope it helps someone!

         

        Lisa

          adamthair
          adamthair
          Participant
          January 29, 2020

          Yes! Lisa, you rock. This is the solution. Too bad Adobe couldn't bother to provide easily found instructions to resolve this issue.

            B
            billyg5385000
            Participant
            November 28, 2019

            Use manual direct installer: 

            https://helpx.adobe.com/download-install/kb/creative-cloud-apps-download.html

              L
              lisam72901590
              Participant
              November 28, 2019

              I'm also having this problem as well - help would be appreciated as I've tried everything you've tried on four different browsers - am completely stumped as all solutions seem to need you to have already installed CC.

              M
              Maribecca
              Participant
              November 23, 2019

              I am having this same issue. Did you ever get a solution?

                ProDesignTools
                Community Expert
                ProDesignToolsCommunity Expert
                Community Expert
                July 15, 2020

                So to summarize the possible solutions here...

                 

                First, make sure to enable JavaScript for the installer to continue:

                 

                https://helpx.adobe.com/x-productkb/multi/enable-javascript.html

                 

                If that doesn't work, try downloading & installing the Desktop app as a standalone installer (and/or any of the tools via the 2020 direct download links) –  you should be able to successfully install that way, as an alternate route.

                 

                If still no luck, try resetting (or fully reinstalling) the Desktop app, if it's already installed:

                 

                https://community.adobe.com/t5/download-install/installer-hangs-on-browser-authentication/m-p/10608005#M13822

                 

                Hope that helps.

                V
                Vijayender5FF3
                Participant
                January 15, 2021

                I also have the same problem 

                 

                Also i have a doubt  that wheare should I unzip the alternative download 

                kglad
                Community Expert
                kgladCommunity Expert
                Community Expert
                September 14, 2019

                first try, resetting the cc app:

                To reset the Creative Cloud desktop app, make sure it's in the foreground, then press: Win: Ctrl + Alt + R Mac: Cmd + Opt + R

                 

                if that fails, retry a clean cc install: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.

                if you're unable to install the cc desktop app at this stage, use an administrator account (solution 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)

                use the desktop app to install your cc programs/trials

                  A
                  adoBBBBBBBBBBBBBBBBBBBBBEAuthor
                  Participant
                  September 15, 2019

                  Thanks- But I can't reset the CC app because it is not installed. The same issue comes up while trying to install the CC app itself, or any of the separate apps. (Which will auto-install the CC app if its not installed anyway.)

                   

                  As mentioned, I've used the cleaner tool already., restarted and tried again already, and tried installing as administrator.

                  kglad
                  Community Expert
                  kgladCommunity Expert
                  Community Expert
                  September 15, 2019
                  using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html
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