Uninstall failed

[Guest]

I'm having the same issue. Only Acrobat shows as Installed.

1. The 4 solutions on the page did not work

2. Changing the language in AAM did not work

3 I cannot uninstall anything but the AAM because when I try to uninstall from the system (Windows 10) I get the Uninstall failed window

4. This all started because Photoshop would not update.

5. Cleaner tool did not work

All my programs that are installed still work, but probably will not updated because the AAM is not properly detecting that they are installed on my system.

[Jeffrey_A_Wright]

Branching to a new discussion.

[Guest]

Apologies, I re-read my post and saw that I had some typos that probably made things unclear.

I'm having the same issue. Only Acrobat shows as Installed.

1. The 4 solutions on the solutions page page did not work

2. Changing the language in AAM did not work

3 I cannot uninstall anything through the AAM because nothing shows as installed. When I try to uninstall from the system (Windows 10) I get the Uninstall failed window

4. Initially I ran into this problem because Photoshop would not update (Would get to 98% then fail) and I was told to uninstall and re-install the AAM (Which has worked in the past)

I encountered the "install" buttons after reinstalling the AAM

5. Trying the cleaner tool did not work

All my programs that are installed still run fine, but probably will not update because the AAM is not properly detecting that they are installed on my system.

Any help with this annoyance would be greatly appreciated.

[Jeffrey_A_Wright]

Giannab1977 please run the Creative Cloud desktop app uninstaller utility available at Uninstall the Adobe Creative Cloud desktop application and then reinstall the Creative Cloud Desktop application.  If you experience any errors can you please update this discussion with the error message.

[Guest]

Hello again Jeff,

I uninstalled and re-installed the Adobe CC desktop app and am still having the same issues.

Here is a screen shot of the app:

I have PS, AI and ID installed, but the App does not show that they are installed.

When I try to uninstall individual apps to re install, I get this error:

[Govardhan.V]

Have you tried running Adobe Cleaner tool to remove installed Apps ?

http://download.macromedia.com/SupportTools/Cleaner/win/AdobeCreativeCloudCleanerTool.exe

If you are up for uninstallation of all CC apps and start with fresh installation process, let me know I will provide you with the steps for manual complete removal process.

[Guest]

Jeff,

Yes, I have run the cleaner tool 3 times and still have the same issue.

[Jeffrey_A_Wright]

Giannab1977 what specific errors are being reported when you attempt to apply the update.  You can find details on how to locate and interpret the installation log files at Troubleshoot Adobe Creative Cloud install issues with log files .

[Guest]

Jeff, at this point, I would just like to uninstall everything and start over fresh. If there is a way to do that which will allow me to get past the Uninstall failed error, I would appreciate it.

[Jeffrey_A_Wright]

Giannab1977 you are welcome to work directly with our support team at Contact Customer Care .

If the CC Cleaner Tool and the Creative Cloud desktop app uninstall utility were not successful then I would need to know the errors within the installation logs to provide any additional guidance.  You are welcome to post any specific errors you discover to this discussion.

[Guest]

Jeff,

I have the PDApp file open in Notepad. I see some errors, but I do not understand what any of them mean. I hesitate to post the whole file because it is quite long. At this point, if I could just do a clean uninstall/reinstall I would prefer that.

Here are the ones with a FATAL code:

04/14/16 16:30:32:942 | [FATAL] |  | ASU | DWANative | DWANative |  |  | 5840 | Error in opening mediaDB error code:8

04/14/16 16:30:32:942 | [FATAL] |  | ASU | PDApp | DeploymentNativeApplet |  |  | 5840 | The start applet did not return the result xml. StartApplet returned <error>Failed to open session</error>

04/14/16 16:30:32:942 | [FATAL] |  | ASU | PDApp | Deployment.FetchMediaInformation |  |  | 5840 | Error in starting deployment native applet

04/14/16 16:52:26:024 | [WARN] |  | ASU | PDApp | PDApp.AppletManager |  |  | 10560 | Unable to get the applet switching info... Response is: 8

04/14/16 16:52:26:024 | [FATAL] |  | ASU | PDApp | PDApp |  |  | 10560 | Another deployment workflow already running.

04/14/16 16:56:20:131 | [FATAL] |  | ASU | DWANative | DWANative |  |  | 11924 | Error in opening mediaDB error code:8

04/14/16 16:56:20:131 | [FATAL] |  | ASU | PDApp | DeploymentNativeApplet |  |  | 11924 | The start applet did not return the result xml. StartApplet returned <error>Failed to open session</error>

04/14/16 16:56:20:131 | [FATAL] |  | ASU | PDApp | Deployment.FetchMediaInformation |  |  | 11924 | Error in starting deployment native applet

04/14/16 17:11:16:130 | [FATAL] |  | ASU | PDApp | DeploymentNativeApplet |  |  | 9404 | The start applet did not return the result xml. StartApplet returned <error>Failed to open session</error>

04/14/16 17:11:16:130 | [FATAL] |  | ASU | PDApp | Deployment.FetchMediaInformation |  |  | 9404 | Error in starting deployment native applet

04/14/16 17:11:16:130 | [INFO] |  | ASU | PDApp | AAMShared.DynamicViewMediator |  |  | 9404 | Showing screen with screenID : SCREEN_UNINSTALL_FAILURE

04/19/16 10:35:30:143 | [FATAL] |  | ASU | DWANative | DWANative |  |  | 12796 | Error in opening mediaDB error code:8

04/19/16 10:35:30:144 | [FATAL] |  | ASU | PDApp | DeploymentNativeApplet |  |  | 12796 | The start applet did not return the result xml. StartApplet returned <error>Failed to open session</error>

04/19/16 10:35:30:144 | [FATAL] |  | ASU | PDApp | Deployment.FetchMediaInformation |  |  | 12796 | Error in starting deployment native applet

04/19/16 10:39:39:187 | [FATAL] |  | ASU | DWANative | DWANative |  |  | 13636 | Error in opening mediaDB error code:8

04/19/16 10:39:39:188 | [FATAL] |  | ASU | PDApp | DeploymentNativeApplet |  |  | 13636 | The start applet did not return the result xml. StartApplet returned <error>Failed to open session</error>

04/19/16 10:39:39:189 | [FATAL] |  | ASU | PDApp | Deployment.FetchMediaInformation |  |  | 13636 | Error in starting deployment native applet

[Jeffrey_A_Wright]

Giannab1977 you will want to review the log file for the product log for the update you are attempting to apply.  For Windows this is located at \Program Files (x86)\Common Files\Adobe\Installers.

[Guest]

This is the result of the information I received after following the instructions you posted in your previous response. If you remember, I am trying to get AAM to show that all the applications I have installed are installed. I cannot uninstall because Adobe states Uninstall failed to attempt to run a clean installation.

Since it does not seem that I will get help from this thread, I will try to contact Customer Care.

Thanks for your time.

[Jeffrey_A_Wright]

Giannab1977 are there any errors in the most recent product installation logs?

[Guest]

I've already sent those to you in my previous reply above. Again I cannot update anything because AAM is not registering that any of my installed files are installed. I just need to know how to bypass the uninstall failed error so I can do a clean install.

[Jeffrey_A_Wright]

I am sorry Ginnab1977 but there is nothing applicable within the PDAapp log you posted above.  Please contact our support team directly at Contact Customer Care for assistance with being able to install, update, and uninstall Adobe Creative Cloud applications.

If you can please update this discussion with the case number from your interaction with our support team.  I would be very interested in reviewing the interaction.

[Guest]

I will try that. Thank you.

[Guest · Accepted solution]

Jeff,

I saw that another user, widmark2 reinstalled all the apps via the AAM even though they showed the "install" button. They stated that the programs were not doubly installed, but that doing this fixed the problem. I tried that yesterday and it worked for me also. I clicked the install button on all programs and that seemed to fix the issue while not installing 2 copies of the programs on my system.

Here is a link to that thread:

https://forums.adobe.com/message/6037167?et=watches.email.outcome#6037167

[Jeffrey_A_Wright]

Ginnab1977 that discussion is from 2014.  Many improvements have been implemented since that discussion.  For additional details please see Release notes for the Adobe Creative Cloud desktop app .

Have you had the opportunity to contact our support team directly?  If so do you have a case number that I can reference?

[Guest]

No, I tried the solution posted at the link first and since it took care of the issue I did not contact Support.

[Jeffrey_A_Wright]

Perfect.  Thank you for the clarification Ginnab1977!

[Guest]

Thanks for your time in assisting.