Update problems with CC

[grommis]

Running surface pro 6, windows 10 with all updates, 64 bit, 1 tb memory, 16 gb ram (same problem on Studio, windows 10 with all updates, 64 bit, 2 tb memory, 32 gb ram).

CC set to auto update all apps.  Since switch to latest CC Desktop version 5.0.0.354, I have not been able to complete any updates. PS loads to 64% and stops, Bridge to 27% and stops, Camera Raw to 50% and stops, and Lightroom Classic to 58% and stops.

I have not been able to find any online help with this problem.

[Jeffrey_A_Wright]

Grommis, sorry you are encountering so many errors during the update.  Are you using the Creative Cloud Individual membership on a computer and network that you own and maintain?

Please check the install logs for the error that is preventing the update process from completing. Information on how to locate and interpret the log files can be found at  https://helpx.adobe.com/creative-cloud/kb/troubleshoot-download-install-log-files.html.  Please update this public forum discussion with any fatal errors that you discover.

[grommis]

I tried to Update PS again and got to 45% downloaded before it stopped (it got to 45% within a little over 2 minutes). After 8 minutes of no further visible action I cancelled the operation. No error code that I can find below in the last 6 lines from the Install Log file.

12/11/19 11:48:14:927 | [INFO] | 356 | HDSetup | OOBEUtils | FileUtils | | OOBEUtils | 7700 | Successfully deleted directory from path: C:\Users\wrtro\AppData\Local\Temp\ETRAB46.tmp. Recursive: 1
12/11/19 11:48:14:934 | [INFO] | 356 | HDSetup | HDPIM | HDPIMSessionManager | | HDPIM | 9776 | Exiting hdpimControlProgress with status '0'
12/11/19 11:48:15:380 | [INFO] | 356 | HDSetup | HDPIM | HDPIMSessionManager | | HDPIM | 9776 | Inside hdpimTerminateSession
12/11/19 11:48:15:878 | [INFO] | 356 | HDSetup | HDPIM | ApplicationManager | | HDPIM | 8068 | Released product specific lock for SAPCode: PHSP
12/11/19 11:48:15:883 | [INFO] | 356 | HDSetup | HDPIM | HDPIMSessionManager | | HDPIM | 9776 | Exiting hdpimTerminateSession, successfully closed session '0'
12/11/19 11:48:15:926 | [INFO] | 356 | HDSetup | HDSetup | AppContext | | HDSetup | 500 | Exit Code: 0
-------------------------------------- Summary --------------------------------------
- 0 fatal error(s), 0 error(s), 0 warnings(s)


Yesterday I let it run for 84 minutes with no change


Sent from Mail for Windows 10

[Jeffrey_A_Wright]

Thank you for the update, Grommis.  Please use the Find command, in your favorite text editor, to locate the most recent errors.  Alternately, you can download and run the CC Log Collector Tool from http://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html.  Once the log files are uploaded then contact our support team at https://helpx.adobe.com/contact.html for direct assistance with reviewing the logs and resolving the error.

[grommis]

Hi Jeff,

Thanks for your follow-up. I have run and uploaded the CC Log Collector Tool. I then clicked on the second link in your email and it takes me to the Customer Care page and I cannot figure out any way to contact a person. The closest I have come is a chat with a computer that doesn’t like my answers.

Bill

Sent from Mail for Windows 10

[Jeffrey_A_Wright]

Grommis, you may need to use a different browser, smartphone, or tablet to begin the chat session.  Sometimes the same problems that are affecting the ability to download and install Adobe software can also block the ability to begin or maintain a chat session.

[grommis · Accepted solution]

Thank you for the help!  After uploading the log files I was ultimately able to chat with someone from Adobe and with his online help and a screen grab, he was able to resolve the problem for me. He believed it was a corrupted download of the new cc desktop and even he had some problems removing all parts of the original download from my computer so that a new download could be installed properly.  All help was greatly appreciated.

[Jeffrey_A_Wright]

This is wonderful news, Grommis, thank you for the update!