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Answered

Stuck at Sign-In.

Forum|Forum|9 years ago
October 13, 2016
1 reply
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I'm running Windows 10. I managed to download and install the trial version of Premiere Pro CC, the program worked fine, but when I tried to download and use After Effects, Speed Grade, or Lightroom it doesn't work. After the Sign-In Required screen I'm stuck with a spinning wheel and the Please Wait For A Moment... message. If I leave it spinning, after half an hour I'll get a message saying Adobe Application Manager has crashed.

I've tried following all the steps featured in Adobe Creative Cloud desktop app doesn't open or shows a spinning progress wheel (apart from Solution #1, Ctrl+Alt+R doesn't bring up a dialog box asking if I want to relaunch the program, it brings up a recovery tool) but it doesn't help! I've tried uninstalling Creative Cloud and reinstalling it, but it doesn't work. Creative Cloud has also been restarting often and I'm not even entirely sure I successfully managed to complete a 100% download without CC restarting. I haven't yet tried redownloading Premiere Pro to see if that works still.

I've been trying to fix this for three days now. I'm really surprised how many problems CC seems to have and it's putting me off buying a subscription.

This topic has been closed for replies.

Correct answer Bani Verma

Thank you, I've tried that too but it hasn't helped either. I've noticed that after I've installed CC, the app download always hangs at 85% until CC restarts. I've googled it and found that a lot of other people in this forum have had this issue, but so far I haven't found anyone who has managed to fix it.

Apologies for the delay in response, please let us know if the issue still stands unresolved, if yes then please contact our support team for further troubleshooting help: Contact Customer Care.

Also see,

Support FAQ: How can I contact Adobe for support?

Contact Support FAQ: Unable to reach support through the "Contact US" link

Bani Verma

Community Manager

Hi Philiph20796791,

As you are having issues with the Adobe Creative Cloud Desktop app, i would recommend you to follow all the steps shared in the following help document: "Failed to install" error received when installing Adobe Creative Cloud desktop app.

Let us know if this helps.

philiph20796791Author

Participant

Thanks for the help, I followed the steps in the link but it still hasn't worked.

I noticed not all of the files were deleted when I tried the cleaning tool, here's the log file it saved:

[Thu Oct 13 22:51:48 2016] Please enter (y) for Yes or (n) for No. ... >>

[Thu Oct 13 22:51:50 2016] Choose from one of the following options to clean up :

[Thu Oct 13 22:51:50 2016] 1. All

[Thu Oct 13 22:51:50 2016] 2. Adobe Flash Player 10.2

[Thu Oct 13 22:51:50 2016] 3. Creative Cloud 2015 , Creative Cloud 2014 , Creative Cloud & CS6 Products

[Thu Oct 13 22:51:50 2016] 4. Creative Cloud 2015 only

[Thu Oct 13 22:51:50 2016] 5. Creative Cloud 2014 only

[Thu Oct 13 22:51:50 2016] 6. Creative Cloud only

[Thu Oct 13 22:51:50 2016] 7. CS6 only

[Thu Oct 13 22:51:50 2016] 8. CS5-CS5.5-CS6

[Thu Oct 13 22:51:50 2016] 9. CS5-CS5.5

[Thu Oct 13 22:51:50 2016] 10. CS3, CS4

[Thu Oct 13 22:51:50 2016] 11. Adobe Id credentials

[Thu Oct 13 22:51:50 2016] 12. Fix Host File

[Thu Oct 13 22:51:50 2016] 13. Quit

[Thu Oct 13 22:51:50 2016] Choice :>

[Thu Oct 13 22:51:51 2016] User selected: All

[Thu Oct 13 22:51:51 2016] DB does not exist at: C:\Program Files (x86)\Common Files\Adobe\caps\pdb.db

[Thu Oct 13 22:51:51 2016] DB does not exist at: C:\Program Files (x86)\Common Files\Adobe\caps\Media_db.db

[Thu Oct 13 22:51:51 2016] Opened DB connection with path: C:\Program Files (x86)\Common Files\Adobe\caps\caps.db

[Thu Oct 13 22:51:51 2016] HD DLL Handle valid

[Thu Oct 13 22:51:51 2016] Got a valid HD Db session get func pointer

[Thu Oct 13 22:51:51 2016] Got a valid HD Db session

[Thu Oct 13 22:51:51 2016] HD dll Handle is valid

[Thu Oct 13 22:51:51 2016] HD getTopLevelProducts returned code: 10

[Thu Oct 13 22:51:51 2016] List of products installed on this machine

[Thu Oct 13 22:51:51 2016] Listing products for cleanup:

[Thu Oct 13 22:51:51 2016] Please enter the option number of the product you wish to remove; enter (q) to quit ... >>

[Thu Oct 13 22:51:56 2016] Are you sure you want to clean all the listed products and associated files?

[Thu Oct 13 22:51:56 2016] Type (y) to confirm and remove or (n) to quit ... >>

[Thu Oct 13 22:51:58 2016] Please wait for Adobe Creative Cloud Cleaner Tool to finish........

[Thu Oct 13 22:51:58 2016] Stopping ACC Services

[Thu Oct 13 22:51:58 2016] Executing command "taskkill /F /FI "IMAGENAME eq Adobe Desktop Service.exe""

[Thu Oct 13 22:51:58 2016] SUCCESS: The process with PID 14624 has been terminated.

[Thu Oct 13 22:51:58 2016] Executing command "taskkill /F /FI "IMAGENAME eq Adobe CEF Helper.exe""

[Thu Oct 13 22:51:59 2016] SUCCESS: The process with PID 8256 has been terminated.

SUCCESS: The process with PID 1548 has been terminated.

[Thu Oct 13 22:51:59 2016] Executing command "taskkill /F /FI "IMAGENAME eq AdobeIPCBroker.exe""

[Thu Oct 13 22:51:59 2016] SUCCESS: The process with PID 11076 has been terminated.

[Thu Oct 13 22:51:59 2016] Executing command "taskkill /F /FI "IMAGENAME eq Creative Cloud.exe""

[Thu Oct 13 22:51:59 2016] SUCCESS: The process with PID 11708 has been terminated.

[Thu Oct 13 22:51:59 2016] Executing command "taskkill /F /FI "IMAGENAME eq Adobe Installer.exe""

[Thu Oct 13 22:51:59 2016] INFO: No tasks running with the specified criteria.

[Thu Oct 13 22:51:59 2016] Executing command "taskkill /F /FI "IMAGENAME eq AdobeServiceInstaller.exe""

[Thu Oct 13 22:51:59 2016] INFO: No tasks running with the specified criteria.

[Thu Oct 13 22:51:59 2016] Executing command "taskkill /F /FI "IMAGENAME eq CreativeCloud(URIHandler).exe""

[Thu Oct 13 22:52:00 2016] INFO: No tasks running with the specified criteria.

[Thu Oct 13 22:52:00 2016] Executing command "taskkill /F /FI "IMAGENAME eq CCLibrary.exe""

[Thu Oct 13 22:52:00 2016] INFO: No tasks running with the specified criteria.

[Thu Oct 13 22:52:00 2016] Executing command "taskkill /F /FI "IMAGENAME eq CoreSync.exe""

[Thu Oct 13 22:52:00 2016] SUCCESS: The process with PID 14552 has been terminated.

[Thu Oct 13 22:52:00 2016] Executing command "taskkill /F /FI "IMAGENAME eq node.exe""

[Thu Oct 13 22:52:00 2016] SUCCESS: The process with PID 9820 has been terminated.

[Thu Oct 13 22:52:00 2016] Executing command "taskkill /F /FI "IMAGENAME eq AdobeUpdateService.exe""

[Thu Oct 13 22:52:00 2016] SUCCESS: The process with PID 4424 has been terminated.

[Thu Oct 13 22:52:00 2016] Successfully stopped ACC Services

[Thu Oct 13 22:52:00 2016] OSVersion : 64-bit

[Thu Oct 13 22:52:00 2016] Deleting registry root:HKLM key:Software\Wow6432Node\Microsoft\Windows\CurrentVersion\Run value:Adobe Creative Cloud

[Thu Oct 13 22:52:00 2016] Deleting registry root:HKLM key:Software\Wow6432Node\Microsoft\Windows\CurrentVersion\Run value:AdobeCEPServiceManager

[Thu Oct 13 22:52:00 2016] Exception during deleting key : (2, 'RegDeleteValue', 'The system cannot find the file specified.')

[Thu Oct 13 22:52:00 2016] Deleting registry root:HKLM key:Software\Wow6432Node\Adobe\CSXS.4 value:SmsManifestBaseURL

[Thu Oct 13 22:52:00 2016] Exception during deleting key : (2, 'RegOpenKeyEx', 'The system cannot find the file specified.')

[Thu Oct 13 22:52:00 2016] Deleting registry root:HKLM key:Software\Wow6432Node\Adobe\CSXS.4 value:SmsUpdateCheckInterval

[Thu Oct 13 22:52:00 2016] Exception during deleting key : (2, 'RegOpenKeyEx', 'The system cannot find the file specified.')

[Thu Oct 13 22:52:00 2016] Deleting registry root:HKLM key:Software\Wow6432Node\Adobe\CSXS.4 value:LogLevel

[Thu Oct 13 22:52:00 2016] Exception during deleting key : (2, 'RegOpenKeyEx', 'The system cannot find the file specified.')

[Thu Oct 13 22:52:00 2016] Deleting registry root:HKLM key:Software\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\Adobe Creative Cloud

[Thu Oct 13 22:52:00 2016] Deleting registry root:HKCR key:AAM

[Thu Oct 13 22:52:00 2016] Deleting registry root:HKCR key:AdobeAAMDetect.AdobeAAMDetect

[Thu Oct 13 22:52:00 2016] Deleting registry root:HKCR key:AdobeAAMDetect.AdobeAAMDetect.1

[Thu Oct 13 22:52:00 2016] Exception during deleting key : (2, 'RegDeleteTree', 'The system cannot find the file specified.')

[Thu Oct 13 22:52:00 2016] Deleting registry root:HKCR key:AdobeAAMDetect.AdobeAAMDetect.2

[Thu Oct 13 22:52:00 2016] Removing ACC Folders

[Thu Oct 13 22:52:00 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:00 2016] Warning: Failed again to remove file,folder [Error 13] The process cannot access the file because it is being used by another process: u'C:\\Program Files (x86)\\Common Files\\Adobe/Adobe Desktop Common\\CEF\\icudtl.dat':

[Thu Oct 13 22:52:00 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:00 2016] Warning: Failed again to remove file,folder [Error 13] Access is denied: u'C:\\Program Files (x86)\\Common Files\\Adobe/Adobe Desktop Common\\CEF\\libcef.dll':

[Thu Oct 13 22:52:00 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:00 2016] Warning: Failed again to remove file,folder [Error 41] The directory is not empty: u'C:\\Program Files (x86)\\Common Files\\Adobe/Adobe Desktop Common\\CEF':

[Thu Oct 13 22:52:00 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:00 2016] Warning: Failed again to remove file,folder [Error 13] Access is denied: u'C:\\Program Files (x86)\\Common Files\\Adobe/Adobe Desktop Common\\HEX\\Adobe CEF Helper.exe':

[Thu Oct 13 22:52:00 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:00 2016] Warning: Failed again to remove file,folder [Error 13] Access is denied: u'C:\\Program Files (x86)\\Common Files\\Adobe/Adobe Desktop Common\\HEX\\HEX.dll':

[Thu Oct 13 22:52:00 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:00 2016] Warning: Failed again to remove file,folder [Error 41] The directory is not empty: u'C:\\Program Files (x86)\\Common Files\\Adobe/Adobe Desktop Common\\HEX':

[Thu Oct 13 22:52:00 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:00 2016] Warning: Failed again to remove file,folder [Error 41] The directory is not empty: u'C:\\Program Files (x86)\\Common Files\\Adobe/Adobe Desktop Common':

[Thu Oct 13 22:52:00 2016] Retry deleting the folder since folder still exists C:\Program Files (x86)\Common Files\Adobe/Adobe Desktop Common

[Thu Oct 13 22:52:00 2016] Cleaned folder "C:\Program Files (x86)\Common Files\Adobe/Adobe Desktop Common"

[Thu Oct 13 22:52:00 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:00 2016] Warning: Failed again to remove file,folder [Error 2] The system cannot find the file specified: u'C:\\Program Files\\Common Files\\Adobe/Adobe Desktop Common':

[Thu Oct 13 22:52:00 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:00 2016] Warning: Failed again to remove file,folder [Error 2] The system cannot find the file specified: u'C:\\Program Files\\Common Files\\Adobe/Adobe Desktop Common':

[Thu Oct 13 22:52:00 2016] Cleaned folder "C:\Program Files\Common Files\Adobe/Adobe Desktop Common"

[Thu Oct 13 22:52:00 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:00 2016] Warning: Failed again to remove file,folder [Error 2] The system cannot find the file specified: u'C:\\Program Files (x86)\\Common Files\\Adobe/CEPServiceManager4':

[Thu Oct 13 22:52:00 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:00 2016] Warning: Failed again to remove file,folder [Error 2] The system cannot find the file specified: u'C:\\Program Files (x86)\\Common Files\\Adobe/CEPServiceManager4':

[Thu Oct 13 22:52:00 2016] Cleaned folder "C:\Program Files (x86)\Common Files\Adobe/CEPServiceManager4"

[Thu Oct 13 22:52:00 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:00 2016] Warning: Failed again to remove file,folder [Error 2] The system cannot find the file specified: u'C:\\Program Files\\Common Files\\Adobe/CEPServiceManager4':

[Thu Oct 13 22:52:00 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:00 2016] Warning: Failed again to remove file,folder [Error 2] The system cannot find the file specified: u'C:\\Program Files\\Common Files\\Adobe/CEPServiceManager4':

[Thu Oct 13 22:52:00 2016] Cleaned folder "C:\Program Files\Common Files\Adobe/CEPServiceManager4"

[Thu Oct 13 22:52:00 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:00 2016] Warning: Failed again to remove file,folder [Error 2] The system cannot find the file specified: u'C:\\Users\\Philip\\AppData\\Roaming/CEPServiceManager4':

[Thu Oct 13 22:52:00 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:00 2016] Warning: Failed again to remove file,folder [Error 2] The system cannot find the file specified: u'C:\\Users\\Philip\\AppData\\Roaming/CEPServiceManager4':

[Thu Oct 13 22:52:00 2016] Cleaned folder "C:\Users\Philip\AppData\Roaming/CEPServiceManager4"

[Thu Oct 13 22:52:06 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:06 2016] Warning: Failed again to remove file,folder [Error 13] Access is denied: u'C:\\Program Files (x86)\\Adobe/Adobe Creative Cloud\\CoreSyncExtension\\CoreSync_x64.dll':

[Thu Oct 13 22:52:06 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:06 2016] Warning: Failed again to remove file,folder [Error 41] The directory is not empty: u'C:\\Program Files (x86)\\Adobe/Adobe Creative Cloud\\CoreSyncExtension':

[Thu Oct 13 22:52:06 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:06 2016] Warning: Failed again to remove file,folder [Error 41] The directory is not empty: u'C:\\Program Files (x86)\\Adobe/Adobe Creative Cloud':

[Thu Oct 13 22:52:06 2016] Retry deleting the folder since folder still exists C:\Program Files (x86)\Adobe/Adobe Creative Cloud

[Thu Oct 13 22:52:06 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:06 2016] Warning: Failed again to remove file,folder [Error 13] Access is denied: u'C:\\Program Files (x86)\\Adobe/Adobe Creative Cloud\\CoreSyncExtension\\CoreSync_x64.dll':

[Thu Oct 13 22:52:06 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:06 2016] Warning: Failed again to remove file,folder [Error 41] The directory is not empty: u'C:\\Program Files (x86)\\Adobe/Adobe Creative Cloud\\CoreSyncExtension':

[Thu Oct 13 22:52:06 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:06 2016] Warning: Failed again to remove file,folder [Error 41] The directory is not empty: u'C:\\Program Files (x86)\\Adobe/Adobe Creative Cloud':

[Thu Oct 13 22:52:06 2016] Cleaned folder "C:\Program Files (x86)\Adobe/Adobe Creative Cloud"

[Thu Oct 13 22:52:06 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:06 2016] Warning: Failed again to remove file,folder [Error 2] The system cannot find the file specified: u'C:\\Program Files\\Adobe/Adobe Creative Cloud':

[Thu Oct 13 22:52:06 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:06 2016] Warning: Failed again to remove file,folder [Error 2] The system cannot find the file specified: u'C:\\Program Files\\Adobe/Adobe Creative Cloud':

[Thu Oct 13 22:52:06 2016] Cleaned folder "C:\Program Files\Adobe/Adobe Creative Cloud"

[Thu Oct 13 22:52:06 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:06 2016] Warning: Failed again to remove file,folder [Error 2] The system cannot find the file specified: u'C:\\ProgramData/Adobe/OOBE':

[Thu Oct 13 22:52:06 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:06 2016] Warning: Failed again to remove file,folder [Error 2] The system cannot find the file specified: u'C:\\ProgramData/Adobe/OOBE':

[Thu Oct 13 22:52:06 2016] Cleaned folder "C:\ProgramData/Adobe/OOBE"

[Thu Oct 13 22:52:06 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:06 2016] Warning: Failed again to remove file,folder [Error 2] The system cannot find the file specified: u'C:\\Users\\Philip\\AppData\\Local/Adobe/Creative Cloud Libraries':

[Thu Oct 13 22:52:06 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:06 2016] Warning: Failed again to remove file,folder [Error 2] The system cannot find the file specified: u'C:\\Users\\Philip\\AppData\\Local/Adobe/Creative Cloud Libraries':

[Thu Oct 13 22:52:06 2016] Cleaned folder "C:\Users\Philip\AppData\Local/Adobe/Creative Cloud Libraries"

[Thu Oct 13 22:52:06 2016] Cleaned folder "C:\Users\Philip\AppData\Roaming/Adobe/CoreSync"

[Thu Oct 13 22:52:06 2016] Successfully removed ACC Folders

[Thu Oct 13 22:52:06 2016] :: Cleaning-up left over inventories ::

[Thu Oct 13 22:52:06 2016] Inventory: 'AdobeApplicationManager-1.0' Type: SelfUpdate, Action: NoDelete

[Thu Oct 13 22:52:06 2016] Inventory: 'uninstallts', Type: RIBS, Action: Delete

[Thu Oct 13 22:52:06 2016] Found AAMref : ACC.aamref

[Thu Oct 13 22:52:06 2016] Atleast one Non-RIBS Inventory : False, Atleast one AAMRef: True

[Thu Oct 13 22:52:06 2016] Removing content of Product : CS5Installer, Version : CS5

[Thu Oct 13 22:52:07 2016] File does not exist: C:\Program Files (x86)\Common Files\Adobe\caps\pdb.db

[Thu Oct 13 22:52:07 2016] File does not exist: C:\Program Files (x86)\Common Files\Adobe\caps\Media_db.db

[Thu Oct 13 22:52:07 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:07 2016] Warning: Failed again to remove file,folder [Error 2] The system cannot find the file specified: u'C:\\ProgramData\\Adobe\\SLStore_v1':

[Thu Oct 13 22:52:07 2016] Warning: Failed to remove file,folder trying again

[Thu Oct 13 22:52:07 2016] Warning: Failed again to remove file,folder [Error 2] The system cannot find the file specified: u'C:\\ProgramData\\Adobe\\SLStore_v1':

[Thu Oct 13 22:52:07 2016] LOG FILE SAVED TO: C:\Users\Philip\AppData\Local\Temp\Adobe Creative Cloud Cleaner Tool.log

[Thu Oct 13 22:52:07 2016] Adobe Creative Cloud Cleaner Tool completed successfully

[Thu Oct 13 22:52:07 2016]

[Thu Oct 13 22:52:07 2016] *-*-*-*-*-*- ::START:: - SUMMARY OF Warnings -*-*-*-*-*-*