Unable to install Photoshop and/ or Premiere Pro

Report · Jan 02, 2020

Hello all,

I know, this is one of the most problems...So I have it too.

If I try to install Photoshop (by using the creative cloud app), it stopps at 13%. I used this thred:

https://community.adobe.com/t5/get-started/updating-adobe-creative-cloud-stuck-at-39/td-p/10457210

to uninstall all application. I tried again and it (Photoshop) worked, but Premiere Pro stopped at 44%. And again uninstalled...

Now Premiere Pro was ok, Photoshop stopped at 13% again.

Does anybody know a solution for this problem?

I use Windows 10

Thnaks

Sven

Report · Jan 02, 2020

Sven, I would recommend checking the install log to determine why the installation is pausing. You can find information on how to locate any fatal errors at https://helpx.adobe.com/creative-cloud/kb/troubleshoot-download-install-log-files.html.

Please update this public forum discussion, if you have any questions regarding the errors you discover.

Report · Jan 02, 2020

Ok, it's a little confusing.
Yesterday, Exit Code: 0
Today, it's Exit Code: 108
However, it neither was successful yesterday nor today.

Currently, Premiere Pro stopped as well (43%)...Photoshop at 13%...

I found this:

FATAL: Unable to take engine lock as another installation is running.
FATAL: Error occurred in creating session with error code '108'

This was my last try yesterday (2 hours waited). Then followed again the uninstall instruction in the thread and started again today (I stopped the installation after 1 hour freeze at 13%).

Report · Jan 02, 2020

Sven, Error 108 occurs because another installation is already running. Since you are installing Photoshop and Premiere Pro on Windows 10, then this could be any installation that is utilizing the Windows Installer Service.

Please reboot the computer and try the installation again. If the problem continues, then you may want to contact Microsoft to verify there are no pending installations that are blocking the use of the Windows Installer Service. For more information on Error 108 see https://helpx.adobe.com/download-install/kb/troubleshoot-download-install-error.html.

Report · Jan 02, 2020

But this error occured after my second try. My first try freezed.

I stopped the installation after waiting 1 hour at 13%.

Report · Jan 02, 2020

Temp folder cleaned, clean tool used. All files with Premiere Pro and Photoshop manual deleaded.

PC restartet. Temp folder cleanded again, also clean tool used. PC restartet.

Installed Creative Cloud App.

Installes Photoshop...waiting at 74%...since nearly 1 hour.

This are the steps:

ERROR: Cannot load AMT config file 'C:\Program Files (x86)\Adobe\Adobe Sync\application.xml'
ERROR: Source file does not exist in CopyFileFromSourceToDestination
ERROR: Unable to copy AMT config file 'C:\Program Files (x86)\Adobe\Adobe Sync\application.xml' to pcf folder 'C:\Program Files (x86)\Common Files\Adobe\PCF\{COSY-4.3.20-32-ADBEADBEADBEADBEADBEA}.V7{}CoreSync-2.4.1-Win-GM.xml'
WARN: Failed to load xml C:\Program Files (x86)\Adobe\Adobe Sync\application.xml. system error:2

This was the last entry (22:05:43).:

Photoshop installation is freezed at 74 %

So I gues this is not a windows problem.

Photoshop and Premiere Pro was installed on this PC but according your support (other problem) I should uninstall it. Yes, this solved the problem, the programmes didn't work anymore... 😉

Report · Jan 02, 2020

Sven, Error 108 indicated another installer was in use. If you have not seen any additional occurrence of that, or any other error, then please download and run the CC Log Collector Tool from http://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html. Once the log file has been uploaded, then please contact our support team at https://helpx.adobe.com/contact.html so that any additional errors can be identified and resolved.

Report · Jan 03, 2020

Hello,

I get the exact same problem, and I tried many, many times, with reboots, one installation at a time... everything.

Could you tell me how exactly do I could get in touch with the support team, because on the provided link I get a help page with no link to support service, online chat, contact form, email... just links to other pages.

I would appreciate to get the help of a human on this topic that is not covered in the help pages.

Report · Jan 03, 2020

I looked at the install.log file and I repeatedly get an error 109 (not listed in the error table I found on your website). Any idea what this means ?

Report · Jan 03, 2020

109 is listed:

109

Unable to install the product.

Click Retry to download and install it again.

https://helpx.adobe.com/download-install/kb/troubleshoot-download-install-error.html

sounds like a standard message "try again"

Report · Jan 03, 2020

Error 109 is actually a mostly unused error code, Sven. It indicates that the HDPIM_STATUS_CORE_PACKAGE is not selected. The solution from our engineers is to retry and try the download again, very similar to Error 108. Did you verify that there are no other pending installations or updates available for the computer?

Report · Jan 03, 2020

I did, but it's not possible to contact the support. During the time the chat is open, I am at work, so I can't talk to them. Why do they not have an email contact address.

By the way, I cleaned my complete Laptop and installed Windows 10 new. Guess what's happen...nothin...I can't install Photoshop (freezed at 78%)...thats very annoying, I need the programms.

Until the hint from the support to uninstall all programs, all programmes are worked (more or less) and now, more problems than before. I have neither Photoshop nor Premiere.

Report · Jan 03, 2020

Svens82, the time that our support team is available varies by region and language but it typically spans over 10 hours a day on weekdays. Please be aware that if you are being blocked from establishing a chat session you may receive the message that our support team is unavailable. Please contact our support team directly at https://helpx.adobe.com/contact.html using a different computer, smartphone, or tablet when it is convenient for you.

Report · Jan 03, 2020

Unfortunatelly, the German support workes from 9 am till 4:45 pm only.
I'm working from 7 am till 5 pm, but It a good idea to contact the English support.

Now, I don't need the support. I tried it again and again to install. Last try was to start the installation and watching the process, I did nothing else. It worked 🙂 Installation off all programes was successful.

After formatting my whole PC and endless tries, it worked. Jeff, thans for your patient support.

Have a nice weekend. See you at the next Adobe update 🙂