Skip to main content
R
replysharanya
Participant
October 29, 2020
Question

installer stuck

  • October 29, 2020
  • 2 replies
  • 396 views

Hi, I have been facing issues with updating my Creative Cloud desktop app on my Macbook. I was facing issues with Illustrator. The shortcut keys stopped working suddenly. So I tried to uninstall and re-install Illustrator to fix the problem. However, that did not happen. I am being asked to update Creative Cloud app first. I have been trying to do that, but the installation has been stuck at 4 percent for days. I have tried everything, including repairing. The repair either fails due to some 'error'. I have tried uninstalling which doesn't work either.

This topic has been closed for replies.

2 replies

kglad
Community Expert
kgladCommunity Expert
Community Expert
November 2, 2020

use "insert photo" to embed* a screenshot showing your mac os version.

 

*

 

R
replysharanyaAuthor
Participant
November 2, 2020
[image: Screenshot 2020-11-02 at 10.10.40 PM.png]
kglad
Community Expert
kgladCommunity Expert
Community Expert
November 2, 2020

whatever your did, failed.

 

p.s. you can also copy and paste bitmaps into adobe forum messages.

kglad
Community Expert
kgladCommunity Expert
Community Expert
October 29, 2020

restart your computer and retry updating.  if that fails,

 

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, try to repair
https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails go ahead and uninstall/reinstall per the above link

if that fails, do a clean cc install following each applicable step:

uninstall every cc app including preferences, 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
check for, and if available, update your os
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

R
replysharanyaAuthor
Participant
November 2, 2020
Hi, I tried them all. Nothing seems to work. Even updated MacOS. Why is
updating CC such a pain!
Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
November 2, 2020

Sharanya, I am sorry you are encountering problems utilizing a Creative Cloud membership.  There is no membership assigned to the e-mail address you used to post to this public discussion forum.

 

Please contact your educational institution to verify the information you should use to login and how you can successfully complete the download and installation process.

    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices