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horsey_blade
Participant
May 19, 2020
Question

Updating apps using Creative Cloud takes ages

  • May 19, 2020
  • 1 reply
  • 1188 views

There seems to be an issue in the Creative Cloud updater on Windows (c:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\HDBox\Setup.exe). Any CC app that I update takes about 45 minutes or so to finish, because the installer is waiting around idly. Judging by Install.log (attached), it gets stuck on every single folder it's copying and succeeds only after 5 attempts, which takes 50 seconds of waiting.

 

 

 

05/19/20 10:47:24:570 | [INFO] | 10992 | HDSetup | HDPIM | MoveDirectoryCommand |  | HDPIM | 10340 | Move directory from C:\adobeTemp\ETRC2E1.tmp\1\universal\App\aafext to C:\Program Files\Adobe\Adobe Premiere Pro 2020\aafext failed. Retrying...Attempt: 1 Error 2 The system cannot find the file specified.
05/19/20 10:47:34:574 | [INFO] | 10992 | HDSetup | HDPIM | MoveDirectoryCommand |  | HDPIM | 10340 | Move directory from C:\adobeTemp\ETRC2E1.tmp\1\universal\App\aafext to C:\Program Files\Adobe\Adobe Premiere Pro 2020\aafext failed. Retrying...Attempt: 2 Error 2 The system cannot find the file specified.
05/19/20 10:47:44:578 | [INFO] | 10992 | HDSetup | HDPIM | MoveDirectoryCommand |  | HDPIM | 10340 | Move directory from C:\adobeTemp\ETRC2E1.tmp\1\universal\App\aafext to C:\Program Files\Adobe\Adobe Premiere Pro 2020\aafext failed. Retrying...Attempt: 3 Error 2 The system cannot find the file specified.
05/19/20 10:47:54:582 | [INFO] | 10992 | HDSetup | HDPIM | MoveDirectoryCommand |  | HDPIM | 10340 | Move directory from C:\adobeTemp\ETRC2E1.tmp\1\universal\App\aafext to C:\Program Files\Adobe\Adobe Premiere Pro 2020\aafext failed. Retrying...Attempt: 4 Error 2 The system cannot find the file specified.
05/19/20 10:48:04:584 | [INFO] | 10992 | HDSetup | HDPIM | MoveDirectoryCommand |  | HDPIM | 10340 | Move directory from C:\adobeTemp\ETRC2E1.tmp\1\universal\App\aafext to C:\Program Files\Adobe\Adobe Premiere Pro 2020\aafext failed. Retrying...Attempt: 5 Error 2 The system cannot find the file specified.
05/19/20 10:48:14:587 | [INFO] | 10992 | HDSetup | HDPIM | MoveDirectoryCommand |  | HDPIM | 10340 | Retrying move directory. Fallback to copy from: C:\adobeTemp\ETRC2E1.tmp\1\universal\App\aafext to C:\Program Files\Adobe\Adobe Premiere Pro 2020\aafext

 

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1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
May 19, 2020

first try, resetting the cc app: To reset the Creative Cloud desktop app, make sure it's in the foreground, then press:

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

if that fails, do a clean cc install:

uninstall every cc app 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 4 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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