Very strange, annoying and lasting problem with CC Desktop update (Windows)

[Samoreen]

Hi,

Each time CC Desktop is updated on my main system, the following occurs :

- The package is downloaded and the instalation starts.

- I get a message saying the the program will restart after installation.

- The installer terminates, its window closes and nothing more ever happens. No restart. No error message.

- When I look at the Program Files\Adobe folder, I can see that a new folder has ben created, containing the new version. It is named Adobe Creative Cloud + version number. 

- The folder of the previous version (Program Files\Adobe Creative Cloud) still exists. It is never deletd and the folder for the new version is never renamed.

End of game.  I have to delete the old folder myself (after terminating all Adobe processes) and rename the new folder correctly.

No such problem on my laptop. CC Desktop restarts as expecetd after the installation and the old folder is automatically deleted. This laptop is connected to the same network and runs Adobe software under the same account. I can see any system setting that could be different and cause the problem described above.

Strangely enough, the installation on my main PC is much, much slower than on my laptop.

Any idea will be welcome.

Thanks in advance.

[Shivangi_Gupta]

Hi there, 

We appreciate you reaching out. Based on your description, it sounds like the Creative Cloud Desktop app might be encountering a corrupted installation or a conflict with existing system files.

Here are a few steps that have helped others in similar situations:

1. Reset the Creative Cloud Desktop App
   Bring the app to the foreground and press.
   Windows: Ctrl + Alt + R
   macOS: Cmd + Opt + R
   This will refresh the app without uninstalling it.

2. Run the Adobe Creative Cloud Cleaner Tool
   This tool helps remove corrupted installations or leftover files from previous installs. : https://adobe.ly/3FKVRhz

3. Reinstall the Creative Cloud Desktop App
   Uninstall the current version using the standard method or the Cleaner Tool.

4. Check for Background Conflicts

   Ensure antivirus or firewall software isn’t blocking Adobe services.
   

Restart your system and check if the issue persists.

^Shivangi

[Samoreen]

Thanks I'll try this and wait for the next update.

[Shivangi_Gupta]

Sure. We'll stand by!

^SG

[Samoreen]

No. I have standard photophy subscription.

[kglad]

how do you see/know, "The package is downloaded and the instalation starts"?

[Samoreen]

1. Because there's some kind of progress bar.

2. Because, as I mentioned above, the new version is actually installed in a folder that should be temporary until the oiriginal folder be deleted, allowing it to be renamed to the standard name for the CC Desktop folder. It's easy to observe : just look at what is happening in the Program FIls\Adobe folder during the installation.

So obviously, 2 steps of the installation process are not executed :

a. Deletion of the folder containing the previous version

b. Renaming of the folder containing the new version.

[kglad]

sounds reasoned.

[Nancy OShea]

Does your device have administrative level permissions to install software? If not, contact your IT dept for assistance.

[Samoreen]

Nancy,

I am the administrator of this personal system. And it's also the case for my laptop where the CC desktop updates are always successful. Moreover, I have installed a lot of software on this machine without any problem. This one is specific to CC Desktop.

Actually, the problem is spotted : once the updated version has been installed in a temporary folder, when it comes to delete the folder containing the previous version and rename the temporary folder, the auto-update code is unable to proceed. Of course, one may immediately consider a permission problem but which one ? I can install all other programs from Adobe and other vendors without any problem without being forced to launch the installers as an administrator (note that even when the CC Desktop is launched as an administrator, the same problem occurs when an update of CC Desktop is available). I never had any problem when updatings Adobe apps (PS, Lightroom...).

So, IMHO it's a (very old) bug occuring only on certain configurations. I plan to monitor the installation of the next update with appropriate system tools when it will be made available. Otherwise, I don't see what could be difference between my PC and my laptop. Ooooops ! There is one : on my PC, the TEMP folder is deported to an old SSD (E:) in order to use less disk space on the system disk (this is done by using the TEMP environment variables - system and user). On the laptop, the TEMP folder location is the default one.

[kglad]

if there's a permission problem, it's with the adobe cc desktop app itself.

[Shivangi_Gupta]

Since you've already tried several steps, including reinstalling the Creative Cloud desktop app and checking for updates, I would recommend you to run cleaner tool. 

This tool can remove corrupted installations or lingering files that might be causing the update loop. 

You can refer to this article: https://adobe.ly/4ncMKXt

Let us know if it helps.

^Shivangi

[Samoreen]

Thanks. I have already run the Cleaner Tool and I'm now waiting for the next CC Desktop update.

[kglad]

keep us updated.

[kglad]

do you have a teams, enterprise or education subscription?