Spinning Beach Ball when trying to install CC

Report · Jan 29, 2014

Help, help, help me pleeeeeze? I have job to do before the end of the weekend... I'm getting desperate!

I got the dmg file and tried to use the Creative Cloud Installer to start my free trial, but double clicking on the installer icon only produces a DLOG that says "Initializing Installer" with an empty progress bar and "Retry" and "Cancel" buttons. Neither of which is available, as the cursor turns into a spinning beach ball immediately, and nothing happens.

I have shut down and rebooted; repaired permissions and verified the hard drive. Nothing is working. Here is my system (yes, I know I barely meet the minimum requirements):

OSX Version 10.9.1

Hardware Overview:

Model Name: MacBook

Model Identifier: MacBook5,2

Processor Name: Intel Core 2 Duo

Processor Speed: 2 GHz

Number of Processors: 1

Total Number of Cores: 2

L2 Cache: 3 MB

Memory: 4 GB

Bus Speed: 1.07 GHz

Boot ROM Version: MB52.0088.B05

SMC Version (system): 1.38f5

NVIDIA GeForce 9400M:

Chipset Model: NVIDIA GeForce 9400M

Type: GPU

Bus: PCI

VRAM (Total): 256 MB

Vendor: NVIDIA (0x10de)

Device ID: 0x0866

Revision ID: 0x00b1

ROM Revision: 3384

Displays:

ACER X233H:

Resolution: 1920 x 1080 @ 60 Hz

Pixel Depth: 32-Bit Color (ARGB8888)

Display Serial Number:

Main Display: Yes

Mirror: Off

Online: Yes

Rotation: Supported

Firewall Settings:

Mode: Allow all incoming connections

Firewall Logging: Yes

Stealth Mode: No

Any ideas? Thanks for your input in advance.

Mandolynda

Message was edited by: Mandolynda

Report · Jan 30, 2014

Mandolynda please review your installation logs for the error message which is causing the installer to fail to initialize. It is likely you will want to review the PDApp.log. You can find details on how to locate and interpret the Installation log files at Troubleshoot install issues with log files | CC - http://helpx.adobe.com/creative-cloud/kb/troubleshoot-install-logs-cc.html. Please feel free to post any specific errors you locate to this discussion.

Report · Jan 30, 2014

Thanks, I'll give it a try!

Report · Jan 30, 2014

Unfortunately, after revealing hidden files, I was unable to locate a file named PDApp.log. I did find one named LBS.log. It said:

01/29/14 21:33:19:826 | [INFO] | | Download | LBS | LBSApplicationFacade | | | 906404 | ****************Starting LBS workflow*******************

01/29/14 21:33:20:001 | [INFO] | | Download | LBS | LBSWorkflowManager | | | 906428 | initializing screen

01/29/14 22:17:45:801 | [INFO] | | Download | LBS | LBSApplicationFacade | | | 4316 | ****************Starting LBS workflow*******************

01/29/14 22:17:45:962 | [INFO] | | Download | LBS | LBSWorkflowManager | | | 4332 | initializing screen

01/29/14 22:25:26:307 | [INFO] | | Download | LBS | LBSApplicationFacade | | | 5582 | ****************Starting LBS workflow*******************

01/29/14 22:25:26:473 | [INFO] | | Download | LBS | LBSWorkflowManager | | | 5640 | initializing screen

01/29/14 23:45:47:430 | [INFO] | | Download | LBS | LBSApplicationFacade | | | 8932 | ****************Starting LBS workflow*******************

01/29/14 23:45:47:656 | [INFO] | | Download | LBS | LBSWorkflowManager | | | 8976 | initializing screen

01/30/14 18:35:31:490 | [INFO] | | Download | LBS | LBSApplicationFacade | | | 4361 | ****************Starting LBS workflow*******************

01/30/14 18:35:31:658 | [INFO] | | Download | LBS | LBSWorkflowManager | | | 4368 | initializing screen

Which obviously isn't any help, it just shows how many times I tried to install the installer I don't think the installer is even getting far enough to create the PDApp.log. Becuse I know I commonly overlook the obvious, I am including a screen shot of the finder window where the instructions told me to look. Am I missing the snake that is right in front of me? Thanks...

Report · Jan 30, 2014

Well, after a 2-hour marathon session with Adobe Support in a chat window, and on Adobe Connect, Inder P. finally helped me figure out that the problem was that my internet connection was WIFI. After plugging in an ethernet cable and restarting the machine, Creative Cloud finally started the download.

Yay. Now I will never catch up to my deadline. ACK!!

Report · Jan 31, 2014

Excellent thank you for the update Mandolynda.

Report · Feb 13, 2014

Unfortunately, the fix didn't stick. When the CC app told me it needed an update last night, I downloaded the update (because it wouldn't let me run AI unless I did), opened the .dmg file. It opened the DLOG (Initiating) and then wham: spinning beach ball forever. I have already tried:

Activity Monitor & canceled the task

Repaired permissions

Restarted computer

Re-downloaded the CC app

--no good, same outcome

so, I...

Canceled the task in the Activity Monitor

Plugged in the ethernet and turned off the WIFI (which is what fixed it, finally, the FIRST time this happened

Shut down and restarted the computer

Ran the Cleaner program [http://www.adobe.com/support/contact/cscleanertool.html] (uninstalled *every* Adobe program on my computer)

Re-downloaded the CC app and attempted install

--no good, same outcome

Frustrated out of my mind at that point, I shut off the computer and walked away. I don't know how the hell I'm ever going to get any work done! I'm sure not convinced I should buy a subscription at this point. I think I'll have to let my trial expire and just do all my free-lance work at my daytime job! Adobe won't be making any more money from me that way.

Report · Feb 13, 2014

Mandolynda I am sorry you continue to face a difficult experience utilizing the Creative Cloud Desktop application. Please try the steps listed in Error "Failed to Install" Creative Cloud Desktop application - http://helpx.adobe.com/creative-cloud/kb/failed-install-creative-cloud-desktop.html to resolve the current difficulties you are facing.

Report · Feb 13, 2014

Thanks Jeff, but it didn't work.

I tried both Solution 1 ("There are no sessions to uninstall") and Solution 2 (Created new Admin account, DL'd CC DT app... see screen shot below for result). It never gets far enough to create any logs, so trying to troubleshoot logs is a moot point. It never gets far enough to even show me an Error "Failed to Install" or any other error. What you see in the screen shot below is as far as I ever get. I have to cancel the process in the Activity Monitor and come back here to cry and cry and cry. I am so hating life right now.

Report · Feb 15, 2014

We finally got the app to install. Another nice customer service person in the chat window took over my computer and helped me, and between us, we got the CC app to install, although we have no idea why it had problems in the first place. She had to create a "hidden" admin account (user), and then I was able to DL and install the CC app from that account.

I'm terrified that the next time there's an update this fix will not work either; just as plugging the computer into ethernet worked the first time, but not the second time (when there was an update to the CC app).

I am suspicious that the problem might be residual files from when I had MacKeeper, because the cust service person thought there might be a problem with a security program.

Bottom line: No one knows why this happened. Scary.

Report · Feb 17, 2014

Mandolynda do you have a case number from your interaction with our support team which I can review?

Report · Feb 17, 2014

Yes the case number was 0185183604. Thanks for trying to help. Now my font

book will not run. If it's not one thing it's another, you know?

Re: Spinning Beach Ball when trying to install CC created by Jeff A

Wright <http://forums.adobe.com/people/JeffAWright> in *Creative Cloud

Download & Install* - View the full

discussion<http://forums.adobe.com/message/6128840#6128840

Report · Feb 18, 2014

Would you let me know what you figure out about my case, so that I can try

to avoid a repeat performance? Thnx -- Linda

Report · Feb 18, 2014

Linda it looks like there was a conflicting process when you were trying to install the Creative Cloud Desktop application. The support agent shut down all Adobe related processes and then was able to apply the update. They utilized the Activity Monitor to do this. Based off your screen shot it does appear you are familiar with the Activity Monitor? Please let me know though if you need any further information regarding the use of the Activity Monitor.

If you are experiencing difficulties with Font Book then you may want to contact Apple as there may be other difficulties you are facing with the Operating System installation.