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svens82
Inspiring
January 2, 2020
Question

Unable to install Photoshop and/ or Premiere Pro

  • January 2, 2020
  • 1 reply
  • 8842 views

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

 

This topic has been closed for replies.

1 reply

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
January 2, 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.

S
svens82Author
Inspiring
January 2, 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:

01/01/20 23:18:52:165 | [INFO] | 284 | HDSetup | HDSetup | AppContext | | HDSetup | 11596 | Exit Code: 108
-------------------------------------- Summary --------------------------------------
- 2 fatal error(s), 0 error(s), 0 warnings(s)

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%).

01/02/20 19:43:14:527 | [INFO] | 17936 | HDSetup | HDSetup | AppContext | | HDSetup | 17828 | Exit Code: 0
-------------------------------------- Summary --------------------------------------
- 0 fatal error(s), 0 error(s), 0 warnings(s)

U
UgoDoubs
Participating Frequently
January 3, 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.


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.

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