Highlighted

Creative Cloud app stuck at "Updating Creative Cloud"

Community Beginner ,
Aug 03, 2017

Copy link to clipboard

Copied

The app is stuck at "Updating Creative Cloud, please wait"

I've done all 5 steps at this link:

Adobe Creative Cloud desktop app doesn't open or shows a spinning progress wheel

What should I try next?

thanks

Ken

Adobe Community Professional
Correct answer by Brucgovn | Adobe Community Professional

Follow below steps :

Step 1)

Click on the below link and download & run Adobe Cleaner tool :

Remove Adobe Creative Cloud app

.

http://download.macromedia.com/SupportTools/Cleaner/mac/AdobeCreativeCloudCleanerTool.dmg

Step 2)

Click on the Finder and look for the options listed next to Apple Icon located at the top left corner of the Desktop screen and click on "Go" menu button and select "Utilities" option.

(Applications>Utiliites)

Locate Adobe Creative Cloud and Adobe Application Manager folder under Utilities window and trash both folders.

Step 3)

Trash Adobe Creative Cloud folder from Applications as well.

Step 4)

1) Right click on Finder icon and  select "Go-ToFolder " option.

2) You will get a text box, type-in below command and then hit 'Return' key.( Do not miss ~ symbol)

~/library

3)Then navigate to Application Support>Adobe.

Open Adobe folder and trash folders named AAMUpdater and OOBE.

Step 5)

1) Right click on Finder icon and  select "Go-To" Folder option.

2) You will get a text box, type-in below command and then hit 'Return' key.

/library

3)Then navigate to Application Support>Adobe.

Open Adobe folder and trash folders named AAMUpdater ,Adobe Application Manager and OOBE.

Step 6)

Click on the below link and download & run Adobe Cleaner tool :

Remove Adobe Creative Cloud app

.

http://download.macromedia.com/SupportTools/Cleaner/mac/AdobeCreativeCloudCleanerTool.dmg

Step 7 )

1)Please click on Apple menu icon and select System Preferences, and then click Network.

2)Choose the network that is currently connected to internet that can be Ethernet or Airport(Wireless).

3)Then click on Advanced button and click Proxies Tab.

4)Under 'Select a Proxy server to Configure' Uncheck all the proxy check boxes, then uncheck 'Use Passive FTP Mode (PASV)'.

5)Then click on Apply Now button.

Step 8)

Click on the below link and download Creative Cloud setup file and use the same to install the Creative Cloud Desktop application.

https://ccmdls.adobe.com/AdobeProducts/KCCC/1/osx10/CreativeCloudInstaller.dmg

TOPICS
Creative Cloud, Installation

Views

44.0K

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more

Creative Cloud app stuck at "Updating Creative Cloud"

Community Beginner ,
Aug 03, 2017

Copy link to clipboard

Copied

The app is stuck at "Updating Creative Cloud, please wait"

I've done all 5 steps at this link:

Adobe Creative Cloud desktop app doesn't open or shows a spinning progress wheel

What should I try next?

thanks

Ken

Adobe Community Professional
Correct answer by Brucgovn | Adobe Community Professional

Follow below steps :

Step 1)

Click on the below link and download & run Adobe Cleaner tool :

Remove Adobe Creative Cloud app

.

http://download.macromedia.com/SupportTools/Cleaner/mac/AdobeCreativeCloudCleanerTool.dmg

Step 2)

Click on the Finder and look for the options listed next to Apple Icon located at the top left corner of the Desktop screen and click on "Go" menu button and select "Utilities" option.

(Applications>Utiliites)

Locate Adobe Creative Cloud and Adobe Application Manager folder under Utilities window and trash both folders.

Step 3)

Trash Adobe Creative Cloud folder from Applications as well.

Step 4)

1) Right click on Finder icon and  select "Go-ToFolder " option.

2) You will get a text box, type-in below command and then hit 'Return' key.( Do not miss ~ symbol)

~/library

3)Then navigate to Application Support>Adobe.

Open Adobe folder and trash folders named AAMUpdater and OOBE.

Step 5)

1) Right click on Finder icon and  select "Go-To" Folder option.

2) You will get a text box, type-in below command and then hit 'Return' key.

/library

3)Then navigate to Application Support>Adobe.

Open Adobe folder and trash folders named AAMUpdater ,Adobe Application Manager and OOBE.

Step 6)

Click on the below link and download & run Adobe Cleaner tool :

Remove Adobe Creative Cloud app

.

http://download.macromedia.com/SupportTools/Cleaner/mac/AdobeCreativeCloudCleanerTool.dmg

Step 7 )

1)Please click on Apple menu icon and select System Preferences, and then click Network.

2)Choose the network that is currently connected to internet that can be Ethernet or Airport(Wireless).

3)Then click on Advanced button and click Proxies Tab.

4)Under 'Select a Proxy server to Configure' Uncheck all the proxy check boxes, then uncheck 'Use Passive FTP Mode (PASV)'.

5)Then click on Apply Now button.

Step 8)

Click on the below link and download Creative Cloud setup file and use the same to install the Creative Cloud Desktop application.

https://ccmdls.adobe.com/AdobeProducts/KCCC/1/osx10/CreativeCloudInstaller.dmg

TOPICS
Creative Cloud, Installation

Views

44.0K

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Aug 03, 2017 8
Adobe Community Professional ,
Aug 03, 2017

Copy link to clipboard

Copied

Windows or Mac?

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Aug 03, 2017 1
Community Beginner ,
Aug 03, 2017

Copy link to clipboard

Copied

It's Mac Sierra

Sent from mobile device

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Aug 03, 2017 0
Adobe Community Professional ,
Aug 04, 2017

Copy link to clipboard

Copied

Follow below steps :

Step 1)

Click on the below link and download & run Adobe Cleaner tool :

Remove Adobe Creative Cloud app

.

http://download.macromedia.com/SupportTools/Cleaner/mac/AdobeCreativeCloudCleanerTool.dmg

Step 2)

Click on the Finder and look for the options listed next to Apple Icon located at the top left corner of the Desktop screen and click on "Go" menu button and select "Utilities" option.

(Applications>Utiliites)

Locate Adobe Creative Cloud and Adobe Application Manager folder under Utilities window and trash both folders.

Step 3)

Trash Adobe Creative Cloud folder from Applications as well.

Step 4)

1) Right click on Finder icon and  select "Go-ToFolder " option.

2) You will get a text box, type-in below command and then hit 'Return' key.( Do not miss ~ symbol)

~/library

3)Then navigate to Application Support>Adobe.

Open Adobe folder and trash folders named AAMUpdater and OOBE.

Step 5)

1) Right click on Finder icon and  select "Go-To" Folder option.

2) You will get a text box, type-in below command and then hit 'Return' key.

/library

3)Then navigate to Application Support>Adobe.

Open Adobe folder and trash folders named AAMUpdater ,Adobe Application Manager and OOBE.

Step 6)

Click on the below link and download & run Adobe Cleaner tool :

Remove Adobe Creative Cloud app

.

http://download.macromedia.com/SupportTools/Cleaner/mac/AdobeCreativeCloudCleanerTool.dmg

Step 7 )

1)Please click on Apple menu icon and select System Preferences, and then click Network.

2)Choose the network that is currently connected to internet that can be Ethernet or Airport(Wireless).

3)Then click on Advanced button and click Proxies Tab.

4)Under 'Select a Proxy server to Configure' Uncheck all the proxy check boxes, then uncheck 'Use Passive FTP Mode (PASV)'.

5)Then click on Apply Now button.

Step 8)

Click on the below link and download Creative Cloud setup file and use the same to install the Creative Cloud Desktop application.

https://ccmdls.adobe.com/AdobeProducts/KCCC/1/osx10/CreativeCloudInstaller.dmg

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Aug 04, 2017 15
Community Beginner ,
Aug 04, 2017

Copy link to clipboard

Copied

Wow, it worked! You're a genius. Thanks so much for your help!

FYI:

here's what happened when I did the steps:

  1. completed
  2. No Adobe Creative Cloud folder
  3. No Adobe Creative Cloud folder
  4. No OOBE
  5. Completed
  6. Nothing there (completed)
  7. completed
  8. Completed

thanks again!

Ken

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Aug 04, 2017 4
New Here ,
Jan 08, 2018

Copy link to clipboard

Copied

Wow. I tried dozens of things, including Adobe's own cleaner tool. This long list of ridiculous steps is the only thing that worked. What a sh*tshow.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Jan 08, 2018 2
New Here ,
Jan 22, 2018

Copy link to clipboard

Copied

Like jeffremc above, this is the ONLY thing that worked.  Thanks!! Mac mini, OSX 10.13.1

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Jan 22, 2018 0
New Here ,
Feb 07, 2018

Copy link to clipboard

Copied

THANK YOU X10000000

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Feb 07, 2018 0
New Here ,
Feb 20, 2018

Copy link to clipboard

Copied

Hi!  I was having the same problem (the Creative Cloud update wheel just keep on spinning) so I followed the steps above.  But on step 6, I downloaded the cleaner, the installer will not open at all.  I downloaded the CC installer as well and same thing, the installer will not open at all too!  Please help!

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Feb 20, 2018 0
New Here ,
Mar 07, 2018

Copy link to clipboard

Copied

It only worked for me when i also removed AAM updater inventory folder in step 5

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Mar 07, 2018 0
New Here ,
Jun 12, 2018

Copy link to clipboard

Copied

Damn, when I reach step 8 and start the CreativeCloudInstaller.dmg, it just pops up really fast and closes (there's not even time to see the window, then it's closed). Not installed (i can't see anything in the applications folder)

Have tried several times without luck - can anybody help?

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Jun 12, 2018 0
Adobe Employee ,
Jun 12, 2018

Copy link to clipboard

Copied

Julie Kathrinej81413499, make sure you are signed into http://www.adobe.com/ before you click on the link.  If you still have problems then use a different web browser.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Jun 12, 2018 0
New Here ,
Oct 15, 2018

Copy link to clipboard

Copied

This worked - thank you! Just chiming in so people know that this long workaround is still operational in late 2018.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Oct 15, 2018 0
New Here ,
Aug 04, 2019

Copy link to clipboard

Copied

THANK YOU! Haven't been able to download or update or use any of my Adobe Apps on my main computer for MONTHS and have been stuck using my crap slow lap top for work. I've spent hours trying to fix and troubleshoot this issues, and this was the only thing that worked, seriously you're a life saver.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Aug 04, 2019 0
New Here ,
Dec 07, 2019

Copy link to clipboard

Copied

 Thank you for all the suggestions. I have a mac running Catalina. I downloaded the cleaner tool for the Mac, but was too intimidated by it. So uninstalled and manually deleted all Adobe programs that I wasn’t using anymore Photoshop four five and six. Also Adobe  Acrobat  Pro. Manager etc. Someone  suggested , and I’m sorry I can not find the post anymore, to change the proxies. I did that as well. Go to network either Ethernet or WiFi whatever you are using. Go to advanced, Go to proxies and uncheck everything including “Use passive ftp mode (pasv)” May be uninstalling adobe programs and manager by itself would have worked. However I now installed cc and all programs that came with my plan  in minutes. Hope it helps. 

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Dec 07, 2019 0
Adobe Employee ,
Aug 04, 2017

Copy link to clipboard

Copied

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Aug 04, 2017 1
New Here ,
Jan 08, 2018

Copy link to clipboard

Copied

Sheena,

What are the steps to correct this problem on Windows 10?

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Jan 08, 2018 6
Community Beginner ,
Feb 09, 2018

Copy link to clipboard

Copied

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Feb 09, 2018 0
New Here ,
Apr 19, 2019

Copy link to clipboard

Copied

wow, thanks a lot! i was about to jump off a bridge! instead now i can start learning adobe premiere ❤️

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Apr 19, 2019 0
New Here ,
Sep 09, 2017

Copy link to clipboard

Copied

+1 to Ken's post, thanks...

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Sep 09, 2017 0
New Here ,
Feb 16, 2018

Copy link to clipboard

Copied

Thank you! I was skeptical to follow your instructions on a school district issued machine without Tech's blessing... but I did it and it worked. Thanks so much for taking the time to post and help us all out!

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Feb 16, 2018 0
Explorer ,
Mar 04, 2018

Copy link to clipboard

Copied

Thanks so much to Brucgovn. I removed all the folders you mentioned, and the desktop installer finally worked! I've spent hours searching out and trying numerous solutions over the past few weeks, trying to update the desktop, but you're the only one who mentioned all these possible problem folders -- especially those related to Adobe Application Manager. Something in there did the trick.

Actually, I skipped some of your steps and just removed folders and installed. I didn't run the Cleaner Tool, because I tried that once before and it didn't help -- and I believe it also stripped out all my CC apps, though maybe I did something wrong with it. I also found my network settings were all right to begin with, as I believe most people would find if they've already been using CC.

One correction: In /Library/Application Support/Adobe, the Application Manager folder is actually called AdobeApplicationManager (no spaces). And a suggested improvement: In Utilities, the Adobe Sync folder is another one replaced by the desktop installer -- so you might as well remove that folder too, just in case.

With these changes, here's a summary list of the folders to remove, in case it's handy in this form:

/Applications/Adobe Creative Cloud

/Applications/Utilities/Adobe Creative Cloud

/Applications/Utilities/Adobe Application Manager

/Applications/Utilities/Adobe Sync

/Library/Application Support/Adobe/AAMUpdater

/Library/Application Support/Adobe/AdobeApplicationManager

/Library/Application Support/Adobe/OOBE

/Users/[Your Username]/Library/Application Support/Adobe/AAMUpdater

/Users/[Your Username]/Library/Application Support/Adobe/OOBE

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Mar 04, 2018 1
New Here ,
Mar 07, 2018

Copy link to clipboard

Copied

Thank you thank you thank you! The important thing for me was to remove those files from BOTH libraries.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Mar 07, 2018 0