Unable to download updates through Creative Cloud app

Report · Oct 16, 2018

My Creative Cloud app fails to start. Tech support level 1 and level 2 are not able to resolve the problem. So I need an alternative way to download updates. If I use the download option under Manage Plan in my account, will I get the newest version of the respective apps and will they install properly over the existing apps? I have an internet service with a data download limit (sadly, the only service available at my location) so I need to get the downloads right on the first try; I don't have enough data bandwidth for multiple tries. Thanks.

Report · Oct 16, 2018

Kathysyv25, sorry that you are facing errors while installing the Adobe Creative Cloud desktop application. What error message are you receiving? You mentioned you spoke with a member of our support team. Do you have a case number that I can reference?

For individual Creative Cloud members, we recommend that you correct the errors that are preventing you from utilizing the Creative Cloud desktop app as a delivery mechanism for updates and installations. You can use the steps listed in Troubleshoot Adobe Creative Cloud download and install issues to resolve most errors. As an alternative, we do periodically update the installation files that are available at Download Creative Cloud apps .

Report · Oct 16, 2018

Jeff, the error message offers the option to Quit or Repair. Repair does not repair the problem. The problem cropped up after I had my PC in for a repair which included a replacement of the graphics card and motherboard. That tech tried several option as described on the Adobe site to no avail. The case number was ADB-3762414-D2D8 which is marked as closed now. The level 1 tech worked through some options through a screen sharing app and was not able to resolve the problem. The process used a huge chunk of my monthly allocation. The level 2 tech tried a couple of things but between the slow, satellite internet service and the data limit that I have, he felt that he wouldn't be able to resolve the problem.

Report · Oct 16, 2018

Ok, thanks for the updated information, Kathysyv25. I can confirm that case ADB-3762414-D2D8 has been closed. If you do need to reopen or update future support cases by using the process listed in View Adobe Support cases .

To resolve your current error with the Adobe Creative Cloud desktop application I would recommend implementing the solutions listed in "Failed to install" error received when installing Adobe Creative Cloud desktop app. In particular, I would recommend focusing on solution 2 and make sure to locate and rename the OOBE folder.

Report · Oct 16, 2018

Jeff, I followed the set of instructions you referenced above. First step, to remove Adobe Creative Cloud through the Control Panel, failed. It would not allow me to remove it, saying that other applications needed that application. I chose repair which downloaded and installed a new version which failed with the message to Quit or Repair. At that point, I ran the Creative Cloud Cleaner Tool and followed all of the other instructions including renaming the OOBE folders and restarting my computer when directed. The process failed. The Creative Cloud desktop app still returns the message offering me the options to Quit or Repair.

I understand that you would prefer that I update through the Creative Cloud app but I just simply can't. So, will downloading through my account's Manage Plan option give me the latest versions and will they successfully install over the existing applications? Thanks.

Report · Oct 16, 2018

Kathysyv25, beginning the download through the Account management will only trigger the download and install through the Adobe Creative Cloud desktop application, so it is not a workaround.

You can use the links to the installation files referenced in message #1 but as mentioned those applications are only periodically updated. So you may need to wait for sometime before an update becomes available.

I would recommend you review "Failed to install" error received when installing Adobe Creative Cloud desktop app carefully. If you received an error that the Adobe Creative Cloud desktop application cannot be removed, then that is, because you need to download and use the Creative Cloud uninstaller utility available at Uninstall the Adobe Creative Cloud desktop application . If you just use the default uninstaller, you will be unable to remove the app until all other CC apps removed.

In addition, if you continue to face errors then please proceed to solution 3 and create a new administrator account. If you continue to face errors under the new account then please implement solution 2, again, under the newly created administrator account.

Report · Oct 18, 2018

Jeff, I finally had time to go through the process you've recommended. I used the Creative Cloud Uninstaller app to uninstall, the Adobe Creative Cloud Cleaner Tool and then the Creative Cloud Set Up app with all of the restarts and renaming of the OOBE folders as dictated in the instructions. I tried it in my normal account which is an administrator account, in another already existing administrator account and then I created a new administrator account. All three processes failed. I continue to get the message to Quit or Repair and Repair never works. When running the Creative Cloud Installer, I received an error message saying that the uninstall completed with errors in all three cases. Since I ran the Adobe Creative Cloud Cleaner Tool after that, I'm not sure if it's significant. What next??? How do I get my applications updated?

Kathy Syverson

On Tuesday, October 16, 2018, 4:13:21 PM PDT, Jeff A Wright <forums_noreply@adobe.com> wrote:

Unable to download updates through Creative Cloud app

created by Jeff A Wright in Creative Cloud Download & Install - View the full discussion

Kathysyv25, beginning the download through the Account management will only trigger the download and install through the Adobe Creative Cloud desktop application, so it is not a workaround.

You can use the links to the installation files referenced in message #1 but as mentioned those applications are only periodically updated. So you may need to wait for sometime before an update becomes available.

I would recommend you review "Failed to install" error received when installing Adobe Creative Cloud desktop app carefully. If you received an error that the Adobe Creative Cloud desktop application cannot be removed, then that is, because you need to download and use the Creative Cloud uninstaller utility available at Uninstall the Adobe Creative Cloud desktop application . If you just use the default uninstaller, you will be unable to remove the app until all other CC apps removed.

In addition, if you continue to face errors then please proceed to solution 3 and create a new administrator account. If you continue to face errors under the new account then please implement solution 2, again, under the newly created administrator account.

If the reply above answers your question, please take a moment to mark this answer as correct by visiting: https://forums.adobe.com/message/10683783#10683783 and clicking ‘Correct’ below the answer

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Report · Oct 18, 2018

OK, I am sorry to hear that, Kathy. Was there a reason which support case ADB-3762414-D2D8 was closed while you were continuing to encounter errors? As previously discussed relying on the installation files referenced in message #1 is not likely to resolve the errors you are experiencing.

As a next step, I would recommend continuing to working directly with our support team at Contact Customer Care to resolve the errors. If possible I would recommend moving the computer to a location where you are not on a capped Internet connection until the current errors can be resolved.

Report · Oct 18, 2018

The case was closed because the level 2 tech felt that it would take 2-3 days of mirroring my system to find the problem given my slow internet and data limitations. Unfortunately, I have no way of moving the computer to another location where the internet speed is faster and the data isn't limited. I'm very reluctant to try Customer Care again. While the level 1 tech was very patient with my slow system and worked through his checklist, his work used up a large amount of my monthly data allowance. I don't think I can afford to go through the process again.

I had to take my computer in for repair and received a new graphics card and motherboard. The Creative Cloud app worked before the repair and failed afterwards. Is there anything related to that type of repair and perhaps recognizing which computer it's installed on that might cause the problem? I have the Adobe products installed on a desktop and a laptop. Interestingly, though, the applications themselves work fine even though Creative Cloud does not.

When I first subscribed to the photography creative cloud package, I was given a location where I could download files directly so that I could download once and install on both my PC and laptop because of the data limit issue. Unfortunately, I didn't save that location. Is there a way to download Photoshop CC, Lightroom Classic CC and Bridge CC directly? Those are the only apps I use. Thanks.

Kathy Syverson

On Thursday, October 18, 2018, 8:04:21 AM PDT, Jeff A Wright <forums_noreply@adobe.com> wrote:

Unable to download updates through Creative Cloud app

created by Jeff A Wright in Creative Cloud Download & Install - View the full discussion

OK, I am sorry to hear that, Kathy. Was there a reason which support case ADB-3762414-D2D8 was closed while you were continuing to encounter errors? As previously discussed relying on the installation files referenced in message #1 is not likely to resolve the errors you are experiencing.

As a next step, I would recommend continuing to working directly with our support team at Contact Customer Care to resolve the errors. If possible I would recommend moving the computer to a location where you are not on a capped Internet connection until the current errors can be resolved.

If the reply above answers your question, please take a moment to mark this answer as correct by visiting: https://forums.adobe.com/message/10688939#10688939 and clicking ‘Correct’ below the answer

Replies to this message go to everyone subscribed to this thread, not directly to the person who posted the message. To post a reply, either reply to this email or visit the message page:

Please note that the Adobe Forums do not accept email attachments. If you want to embed an image in your message please visit the thread in the forum and click the camera icon: https://forums.adobe.com/message/10688939#10688939

To unsubscribe from this thread, please visit the message page at , click "Following" at the top right, & "Stop Following"

Start a new discussion in Creative Cloud Download & Install by email or at Adobe Community

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