Updates never get past the 'waiting' stage

New Here ,
Dec 15, 2021 Dec 15, 2021

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I have followed all the recommendations about repairing , uninstalling and reinstalling the Creative Cloud Desktop App. Whenever I try to install the 3 updates that are pending, they get as far as 'waiting' and no further, even after waiting hours. I am running macOS Catalina version 10.15.7 . Any solutions?

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Adobe Employee , Dec 15, 2021 Dec 15, 2021
Arthur, make sure you check the install log, which contains most of the critical errors from the download and install process. 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, you can then begin a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen so a member of our support team can interpret and help correct any errors that are discovered.

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Adobe Employee ,
Dec 15, 2021 Dec 15, 2021

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Arthur, sorry that you are unable to apply the updates. Please check the install log to determine why the update is failing. Information on how to locate any fatal errors can be found at https://helpx.adobe.com/download-install/kb/find-installation-log-files.html

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New Here ,
Dec 15, 2021 Dec 15, 2021

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Hi Jeff, Thanks for the prompt reply. I tried clicking on the link you supplied but only get a 404 error saying "page not found"

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Adobe Employee ,
Dec 15, 2021 Dec 15, 2021

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Strange, Arthur, I see the same problem.  Try https://helpx.adobe.com/download-install/kb/find-installation-log-files.html to see if it opens successfully this time.

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New Here ,
Dec 15, 2021 Dec 15, 2021

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Hi, that link worked and I have managed to locate and open the insallation log file. Most is gibberish to me but I can see a line that says Summary for each attempt. Over the last few days the summary has no fatal errors or errors or warnings. Going back to the 29th November, 2021, there were no fatal errors or errors but there were 10 warnings. I have attached the log if that is of any help. Thanks again for your assistance.

Arthur

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Adobe Employee ,
Dec 15, 2021 Dec 15, 2021

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Arthur, make sure you check the install log, which contains most of the critical errors from the download and install process.

 

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, you can then begin a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen so a member of our support team can interpret and help correct any errors that are discovered.

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New Here ,
Dec 15, 2021 Dec 15, 2021

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Hi Jeff, I finally got the CC Log Collector tool to work. At first, all I saw was the little circle going round and round for ages. I cancelled and it worked the next time. I now have an .zxp file and will continue by contacting one of the support team for an online chat as suggested. Thank you very much for your assistance, especially as  I appreciate that you are working in a completely different time zone.

 

Arthur

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Adobe Community Professional ,
Dec 15, 2021 Dec 15, 2021

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see above.

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