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Unable to download creative cloud stops at 22%

New Here ,
Nov 18, 2019 Nov 18, 2019

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Unable to download creative cloud on my Mac with OS Catalina

Download locks up around 22% of download

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Creative Cloud

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correct answers 1 Correct answer

Adobe Employee , Nov 19, 2019 Nov 19, 2019

Thanks, BrianMac_Sports_Coach, that is likely where the problem lies.  Please remove the current installation of Adobe Reader.  I would also recommend you download and run the CC Cleaner tool from https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html per the directions in https://helpx.adobe.com/x-productkb/global/fix-macos-64-bit-compatibility-errors.html.

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Adobe Employee ,
Nov 18, 2019 Nov 18, 2019

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BrianMac_Sports_Coach, what Adobe applications are installed on the computer?  For more information on steps to take before upgrading to macOS 10.15 or later see https://helpx.adobe.com/x-productkb/global/fix-macos-64-bit-compatibility-errors.html.

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New Here ,
Nov 19, 2019 Nov 19, 2019

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Currently, I only have Adobe Acrobat Reader DC Vn 2019. 021.20056

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Adobe Employee ,
Nov 19, 2019 Nov 19, 2019

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Thanks, BrianMac_Sports_Coach, that is likely where the problem lies.  Please remove the current installation of Adobe Reader.  I would also recommend you download and run the CC Cleaner tool from https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html per the directions in https://helpx.adobe.com/x-productkb/global/fix-macos-64-bit-compatibility-errors.html.

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New Here ,
Nov 20, 2019 Nov 20, 2019

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Hi Jeff

 

Thanks for your help, much appreciated.

All my Adobe applications are back up and running on my Mac

 

Brian

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Adobe Employee ,
Nov 20, 2019 Nov 20, 2019

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Perfect!  Thanks for the update, Brian!

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New Here ,
Nov 14, 2022 Nov 14, 2022

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I have the same problem, I just got a work computer and it has old adobe programs 2017. I try to remove them to instal the newes creative cloud, but in order to delete them, it ask me to update them first so I started with the Creative cloud and the download is frozen in 22%

 

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Community Expert ,
Nov 14, 2022 Nov 14, 2022

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LATEST

again, reset the cc 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 using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes... and then reinstall

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, again using the correct uninstaller, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

repair all ms visual c++ versions that can be repaired.

update your ms visual c++, if it can be updated

restart your computer (don't skip this)

reinstall the cc desktop app, https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud

if you're unable to download the cc desktop app at this stage, use the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials

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