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Unable to update Photoshop CC - Creative Cloud crashes on install

Community Beginner ,
Feb 21, 2018 Feb 21, 2018

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Hello,

I  have been having an issue with updating Photoshop CC for a while now. Using the Adobe Creative Cloud program, I am unable to update PS as the install hangs, crashes and restarts at from anywhere upwards of 6%.

Here are the reproduction steps:

[Steps]

(Assuming Photoshop is already installed)

- Start Adobe CC

- Click the Install button next to Photoshop CC

- Wait for the install to hang and then crash

[Result]

- The install will hand and then crash at any point above 6%

- Creative Cloud will restart in the background, and then crash again. This continues until the software of forced to terminate through task manager.

- This happens with a 100% reproduction rate.

- No error message appears.

[Notes]

- Adobe Creative Cloud version 4.4.1.298

- Adobe Photoshop CC version 19.0

- Windows 10 Home 64-bit, OS 16299.248, version 1709

[Troubleshooting attempts]

- ran the Creative Cloud uninstaller

- ran the Creative Cloud cleaner

- Signed out and then back into Creative Cloud

Thanks

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Creative Cloud

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correct answers 1 Correct answer

Community Expert , Feb 21, 2018 Feb 21, 2018

no adobe trouble shooting page has all those steps, but if you've done all those, using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

or contact the Adobe Twitter team at @AdobeCare

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Community Expert ,
Feb 21, 2018 Feb 21, 2018

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uninstall everything cc including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

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

restart your computer (don't skip this)

reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.

if you're unable to install the cc desktop app at this stage, use an administrator account (solution 3 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)

use the desktop app to install your cc programs/trials

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Community Beginner ,
Feb 21, 2018 Feb 21, 2018

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Thanks for your answer kglad. During the troubleshooting page, I tried the steps you listed and it has made no difference.

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Community Expert ,
Feb 21, 2018 Feb 21, 2018

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no adobe trouble shooting page has all those steps, but if you've done all those, using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

or contact the Adobe Twitter team at @AdobeCare

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Community Beginner ,
Feb 21, 2018 Feb 21, 2018

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It was through reading the solutions given to other users for similar problems that I came across those steps.

Thanks for the tip, i'll contact Adobe via chat.

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Community Expert ,
Feb 21, 2018 Feb 21, 2018

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you're welcome.

p.s. if you have a twitter account, use that.  they seem to be more responsive.

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New Here ,
Jun 02, 2023 Jun 02, 2023

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Nothing helps. I tried Chrome, turned off the antivius software, and checked the privacy settings and restarted my mac. Still the same problem.

 

 

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Community Expert ,
Jun 02, 2023 Jun 02, 2023

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LATEST

@Bill30250061uwhj 

 

reset the cc desktop app by making sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R


if that fails, repair per https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html


if that fails, 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 using*


if that fails, do a clean cc install carefully following each applicable step:

uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per 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

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using 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

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

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