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Can't Install Creative Cloud on New iMac/Yosemite

Explorer ,
Oct 25, 2014

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The new iMac just arrived. I used Apple's Migration tools to move everything over. None of my CC apps will run. I get the pop-up "Adobe Creative Cloud is needed to resolve this problem. However it is missing or damaged. Please download and install a new copy of the Creative Cloud from http://www,adobe.com/go/adobecreativecloudapp." When I do so, and run the installer, this same message just pops up. Circular.

I searched the forums. Could it have something to do that I installed Java JRE 8 on this machine?

In any case, how can I install CC on this new machine so I can run the CC apps?

I was ultimately successful. I had to do a FULL de-install of CC. It's not documented, so here's the log from my chat with Adobe Support. It worked!

Midhun: We appreciate your patience and regret the inconvenience due to high wait time.

dkaye: Hi, Midhub!

dkaye: Midhun!

Midhun: Please allow me a moment while I look into your account & verify the details.

Midhun: I understand that you are facing blank screen issue for the Creative Cloud Desktop App, is that correct?

dkaye: Correct.

Midhun: Thank you for confirming the issue.

dkaye: Not blank screen. Blank wiondow in the CC app.

Midhun: I will be glad to check and help you with this.

Midhun: I see that we have to perform some troubleshooting steps to resolve this issue now.

dkaye: ok

Midhun: On Mac, Click on Finder>Go>Go to Folder, then type ~/library, press enter.

dkaye: ok

Midhun: Please navigate to: Application Support> Adobe.

dkaye: ok

Midhun: Please look for the folders below and delete them if they are present:

Midhun: 1. OOBE.

Midhun: 2. AAMUpdater.

Midhun: 3. AdobeApplicationManager.

dkaye: Deleted 1 & 2. #3 not there.

Midhun: Now please click on the Finder once again then on Go>Go to Folder. This time please type /library and press enter.

dkaye: ok

Midhun: Navigate to: Application Support> Adobe.

dkaye: ok

Midhun: Please look for the folders below and delete them if they are present:

Midhun: 1. OOBE.

Midhun: 2. AAMUpdater.

Midhun: 3. AdobeApplicationManager.

dkaye: ok

Midhun: Click on Go>Utilities.

Midhun: Please look for the folders below and delete them if they are present:

Midhun: 1. Adobe Creative Cloud.

Midhun: 2. Adobe Application Manager.

dkaye: Go>Utilities doesn't work.

dkaye: Do you mean Applications/Utilities?

Midhun: Yes, you are correct.

dkaye: ok

Midhun: Do you have the Cleaner tool on your machine?

dkaye: yes. should I run it again?

Midhun: Please mark the option "All" on the top  drop down menu and perform the following steps:

Midhun: Select Creative Cloud desktop application and then select 'cleanup selected'.

Midhun: Select Adobe application manager for Mac OS X 10.6 and then select 'cleanup selected'.

dkaye: Creative Cloud didn't appear.

dkaye: Application Manager cleaned ok.

Midhun: Did you mark the option "All". ?

dkaye: The list is now empty.

dkaye: Yes, All.

Midhun: Okay.

Midhun: Close the Cleaner tool.

Midhun: Download latest version of Creative Cloud desktop using below link:

dkaye: ok

Midhun: Click here.

dkaye: ok. ready to run.

Midhun: Please download and install it.

dkaye: downloading...

Midhun: Okay.

dkaye: Ha! Now I get the login screen. Much better! I'll log in.

Midhun: Please let me know.

dkaye: Hooray! Login successful and I see all the apps. Looks like I can download/install them now, correct?

Midhun: Excellent!!

Midhun: Yes, you are correct.

Midhun: Is there anything else I can help you with?

dkaye: Ok, then we're all done. Thanks so much for your help!!

Midhun: You're most welcome and it is my pleasure to help you today.

Midhun: You may receive an email that will contain a link to complete an optional survey to provide your feedback on the support experience. Your feedback is very much appreciated.

Midhun: Thank you for contacting Adobe. Good Bye.

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Can't Install Creative Cloud on New iMac/Yosemite

Explorer ,
Oct 25, 2014

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The new iMac just arrived. I used Apple's Migration tools to move everything over. None of my CC apps will run. I get the pop-up "Adobe Creative Cloud is needed to resolve this problem. However it is missing or damaged. Please download and install a new copy of the Creative Cloud from http://www,adobe.com/go/adobecreativecloudapp." When I do so, and run the installer, this same message just pops up. Circular.

I searched the forums. Could it have something to do that I installed Java JRE 8 on this machine?

In any case, how can I install CC on this new machine so I can run the CC apps?

I was ultimately successful. I had to do a FULL de-install of CC. It's not documented, so here's the log from my chat with Adobe Support. It worked!

Midhun: We appreciate your patience and regret the inconvenience due to high wait time.

dkaye: Hi, Midhub!

dkaye: Midhun!

Midhun: Please allow me a moment while I look into your account & verify the details.

Midhun: I understand that you are facing blank screen issue for the Creative Cloud Desktop App, is that correct?

dkaye: Correct.

Midhun: Thank you for confirming the issue.

dkaye: Not blank screen. Blank wiondow in the CC app.

Midhun: I will be glad to check and help you with this.

Midhun: I see that we have to perform some troubleshooting steps to resolve this issue now.

dkaye: ok

Midhun: On Mac, Click on Finder>Go>Go to Folder, then type ~/library, press enter.

dkaye: ok

Midhun: Please navigate to: Application Support> Adobe.

dkaye: ok

Midhun: Please look for the folders below and delete them if they are present:

Midhun: 1. OOBE.

Midhun: 2. AAMUpdater.

Midhun: 3. AdobeApplicationManager.

dkaye: Deleted 1 & 2. #3 not there.

Midhun: Now please click on the Finder once again then on Go>Go to Folder. This time please type /library and press enter.

dkaye: ok

Midhun: Navigate to: Application Support> Adobe.

dkaye: ok

Midhun: Please look for the folders below and delete them if they are present:

Midhun: 1. OOBE.

Midhun: 2. AAMUpdater.

Midhun: 3. AdobeApplicationManager.

dkaye: ok

Midhun: Click on Go>Utilities.

Midhun: Please look for the folders below and delete them if they are present:

Midhun: 1. Adobe Creative Cloud.

Midhun: 2. Adobe Application Manager.

dkaye: Go>Utilities doesn't work.

dkaye: Do you mean Applications/Utilities?

Midhun: Yes, you are correct.

dkaye: ok

Midhun: Do you have the Cleaner tool on your machine?

dkaye: yes. should I run it again?

Midhun: Please mark the option "All" on the top  drop down menu and perform the following steps:

Midhun: Select Creative Cloud desktop application and then select 'cleanup selected'.

Midhun: Select Adobe application manager for Mac OS X 10.6 and then select 'cleanup selected'.

dkaye: Creative Cloud didn't appear.

dkaye: Application Manager cleaned ok.

Midhun: Did you mark the option "All". ?

dkaye: The list is now empty.

dkaye: Yes, All.

Midhun: Okay.

Midhun: Close the Cleaner tool.

Midhun: Download latest version of Creative Cloud desktop using below link:

dkaye: ok

Midhun: Click here.

dkaye: ok. ready to run.

Midhun: Please download and install it.

dkaye: downloading...

Midhun: Okay.

dkaye: Ha! Now I get the login screen. Much better! I'll log in.

Midhun: Please let me know.

dkaye: Hooray! Login successful and I see all the apps. Looks like I can download/install them now, correct?

Midhun: Excellent!!

Midhun: Yes, you are correct.

Midhun: Is there anything else I can help you with?

dkaye: Ok, then we're all done. Thanks so much for your help!!

Midhun: You're most welcome and it is my pleasure to help you today.

Midhun: You may receive an email that will contain a link to complete an optional survey to provide your feedback on the support experience. Your feedback is very much appreciated.

Midhun: Thank you for contacting Adobe. Good Bye.

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Oct 25, 2014 0
Most Valuable Participant ,
Oct 25, 2014

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Mac migration (or Time Machine) do not work with Cloud program activations

Uninstall... run the Cleaner... Restart your computer... Reinstall

-using the cleaner after uninstalling and before reinstalling may help

-http://helpx.adobe.com/creative-cloud/help/install-apps.html (and uninstall)

-http://helpx.adobe.com/creative-suite/kb/cs5-cleaner-tool-installation-problems.html

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Oct 25, 2014 1
Explorer ,
Oct 25, 2014

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Thanks, John. Unfortunately that didn't do it. I've uninstalled/cleaned everything. Rebooted. Reinstalled the CC app, but its window is still blank.

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Oct 25, 2014 0
New Here ,
Oct 29, 2014

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I'm having the same issue dkaye.  Someone help!

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Oct 29, 2014 0
Explorer ,
Oct 29, 2014

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I was ultimately successful. I had to do a FULL de-install of CC. It's not documented, so here's the log from my chat with Adobe Support. It worked!

Midhun: We appreciate your patience and regret the inconvenience due to high wait time.

dkaye: Hi, Midhub!

dkaye: Midhun!

Midhun: Please allow me a moment while I look into your account & verify the details.

Midhun: I understand that you are facing blank screen issue for the Creative Cloud Desktop App, is that correct?

dkaye: Correct.

Midhun: Thank you for confirming the issue.

dkaye: Not blank screen. Blank wiondow in the CC app.

Midhun: I will be glad to check and help you with this.

Midhun: I see that we have to perform some troubleshooting steps to resolve this issue now.

dkaye: ok

Midhun: On Mac, Click on Finder>Go>Go to Folder, then type ~/library, press enter.

dkaye: ok

Midhun: Please navigate to: Application Support> Adobe.

dkaye: ok

Midhun: Please look for the folders below and delete them if they are present:

Midhun: 1. OOBE.

Midhun: 2. AAMUpdater.

Midhun: 3. AdobeApplicationManager.

dkaye: Deleted 1 & 2. #3 not there.

Midhun: Now please click on the Finder once again then on Go>Go to Folder. This time please type /library and press enter.

dkaye: ok

Midhun: Navigate to: Application Support> Adobe.

dkaye: ok

Midhun: Please look for the folders below and delete them if they are present:

Midhun: 1. OOBE.

Midhun: 2. AAMUpdater.

Midhun: 3. AdobeApplicationManager.

dkaye: ok

Midhun: Click on Go>Utilities.

Midhun: Please look for the folders below and delete them if they are present:

Midhun: 1. Adobe Creative Cloud.

Midhun: 2. Adobe Application Manager.

dkaye: Go>Utilities doesn't work.

dkaye: Do you mean Applications/Utilities?

Midhun: Yes, you are correct.

dkaye: ok

Midhun: Do you have the Cleaner tool on your machine?

dkaye: yes. should I run it again?

Midhun: Please mark the option "All" on the top  drop down menu and perform the following steps:

Midhun: Select Creative Cloud desktop application and then select 'cleanup selected'.

Midhun: Select Adobe application manager for Mac OS X 10.6 and then select 'cleanup selected'.

dkaye: Creative Cloud didn't appear.

dkaye: Application Manager cleaned ok.

Midhun: Did you mark the option "All". ?

dkaye: The list is now empty.

dkaye: Yes, All.

Midhun: Okay.

Midhun: Close the Cleaner tool.

Midhun: Download latest version of Creative Cloud desktop using below link:

dkaye: ok

Midhun: Click here.

dkaye: ok. ready to run.

Midhun: Please download and install it.

dkaye: downloading...

Midhun: Okay.

dkaye: Ha! Now I get the login screen. Much better! I'll log in.

Midhun: Please let me know.

dkaye: Hooray! Login successful and I see all the apps. Looks like I can download/install them now, correct?

Midhun: Excellent!!

Midhun: Yes, you are correct.

Midhun: Is there anything else I can help you with?

dkaye: Ok, then we're all done. Thanks so much for your help!!

Midhun: You're most welcome and it is my pleasure to help you today.

Midhun: You may receive an email that will contain a link to complete an optional survey to provide your feedback on the support experience. Your feedback is very much appreciated.

Midhun: Thank you for contacting Adobe. Good Bye.

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Oct 29, 2014 9
Community Beginner ,
Oct 31, 2014

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Thanks dkaye. You made my day.

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Oct 31, 2014 0
New Here ,
Jan 25, 2015

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Thank you dkaye! It worked perfectly! The clearest post on this issue!

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Jan 25, 2015 0
New Here ,
Aug 17, 2015

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thank you - I migrated from MacBook to iMac and had exactly this issue - this solved the problem for me

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Aug 17, 2015 0
Explorer ,
Dec 05, 2014

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I would also like to thank dkaye!  I've got a new iMac, transferred files and applications from my old Mac, and I thought I was entering the twilight zone until I desperately searched and found this post!  I can breathe easier now!

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Dec 05, 2014 0