CC won't install no call back for 10 days!!!

New Here ,
Dec 13, 2020 Dec 13, 2020

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I purchased a subscription for Photoshop and Lightroom but neither CC or either program will install. I have been told every day I will be receiving a call back from customer support within 24 hours but have not yet been called and it's been 10 days! At what point (if ever) do you intend on servicing your product? 

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Creative Cloud, Installation

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Adobe Community Professional ,
Dec 13, 2020 Dec 13, 2020

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do you intend on servicing your product? 

This is a user to user forum, not Adobe support.

 

That said, let's see if we can help:

What are the complete computer specs, including hard drives (how many, what kind, what is on each, and how full)?

What, exectly, happens when you try to install it?

Is there an error message?  If so, exactly what does it say?

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New Here ,
Dec 13, 2020 Dec 13, 2020

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Brand new Macbook pro M1 with 256gb ssd. Nothing installed yet so full memory. Error 201 on installation attempt. Stalls at about 4% every time.Already went through all the Adobe suggested fixes. 

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Adobe Community Professional ,
Dec 14, 2020 Dec 14, 2020

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Already went through all the Adobe suggested fixes. 

Is this what you tried?

https://helpx.adobe.com/creative-cloud/kb/troubleshoot-download-install-logs.html#error201

 

Did you try a different browser?

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New Here ,
Dec 14, 2020 Dec 14, 2020

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Yes, I already tried that. Tried different browsers. Tried uninstall and reinstall. Nothing has worked and Adobe won't call back to help.

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Adobe Employee ,
Dec 16, 2020 Dec 16, 2020

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Default, I am sorry you are encountering problems using the Creative Cloud Photography plan.  I am showing that you are currently in contact with our support team and that case ADB-16757983-C5F7 is currently escalated.

 

You can use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to update your active support case.

 

I would also recommend you review and bookmark https://helpx.adobe.com/download-install/kb/apple-silicon-m1-chip.html so you can be kept up to date on any issues that may affect your newly purchased Mac.

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Adobe Community Professional ,
Dec 14, 2020 Dec 14, 2020

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Try Chat again.

You may get a different agent that might be able to provide better help or ask to have the issue escalated.

Adobe Customer Service:
https://helpx.adobe.com/contact.html?step=STAM_downloading-installing-setting-up_serial-numbers-rede...Chat and Agent Larger.png

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Adobe Community Professional ,
Dec 14, 2020 Dec 14, 2020

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