Creative Cloud - cannot install, vague error message

Community Beginner ,
Apr 19, 2021 Apr 19, 2021

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Hi all,

 

I had Creative Cloud and several apps (Photoshop, InDesign) running on my M1 macbook pro up until last night / this morning.  Everything worked reasonably well, bar occasional Indesign crashes (possibly rosetta 2 related tho, wasn't concerned)

 

This morning, I tried to open Photoshop.  It told me that I needed to enter a code, sent to my Gmail account.  I subsequently did said action, then ... nothing.  A blank white screen, all I could do was close the screen, and with it Photoshop.  Tried reopening again, and got a vague error message:

 

"ERROR

 

There was an error with this action.  Try again later."

 

The same error message appeared for every program I'd got installed.  So, I thought, maybe I should just uninstall CreativeCloud and reinstall it.  However, this has got me no further along.  I've tried running the Adobe Creative Cloud Cleaner Tool multiple times.  I've tried multiple methods of installation, e.g. this one:

https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html

 

But have got nowhere.  Any ideas?  Any help would be much appreciated.

TOPICS
Activation, Creative Cloud, Installation

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Adobe Community Professional ,
Apr 19, 2021 Apr 19, 2021

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first, reset the cc app:

to reset the cc desktop app, make sure it's in the foreground, then press:

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

if that fails, try to repair
https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails go ahead and uninstall/reinstall per the above link

if that fails, do a clean cc install following each applicable step:

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
check for, and if available, update your os
restart your computer (don't skip this)
reinstall the cc desktop app, https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud
if you're unable to install the cc desktop app at this stage, use the link at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html
use the desktop app to install your cc programs/trials

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Community Beginner ,
Apr 19, 2021 Apr 19, 2021

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Thanks 🙂 I've followed those steps, but during (re)installation, have been given a message

"SERVER DISCONNECTION

 

The installer cannot download Creative Cloud because Adobe's servers aren't reachable.  CHeck the Adobe status page for an ourage and retry the installation later. (Error code: 206)"

 

However, I've checked the status page (https://status.adobe.com/?mv=product&mv2=accc) and that says that Creative Cloud is available (experience cloud has a major issue, though ...).  I've got my firewall etc turned off & AV shut off, and I definitely have an internet connection as I'm writing this 🙂

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Adobe Community Professional ,
Apr 19, 2021 Apr 19, 2021

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if you're unable to install the cc desktop app at this stage, use the link at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html
use the desktop app to install your cc programs/trials

 

but even once you install the cc desktop app you'll probably need to fix your connection to install any programs.

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New Here ,
Apr 19, 2021 Apr 19, 2021

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I have the same issue with my adobe products on Macbook air M1  - photoshop was working fine before, and now I couldn't even log in. Factory reset Mac, and now couldn't even reinstall creative cloud and photoshop.

It seems to be the backend authentication service is having some weird issue. Can anyone check it?

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Adobe Community Professional ,
Apr 19, 2021 Apr 19, 2021

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start your own thread.  it's too confusing trying to help two different people in the same thread.

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Community Beginner ,
Apr 19, 2021 Apr 19, 2021

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kglad - I believe this may be the same issue.  I've no problems with my connection (according to https://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html), and the application installs fine up until the authentication page.  I briefly see the background image on the login page, then - presumably when the login component loads - I get the error message. 

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Community Beginner ,
Apr 19, 2021 Apr 19, 2021

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p.s. I've tried to use the second installer, and receive the same error message.  I've also definitely got an internet connection, and according to the help page above I am able to connect to the adobe secure servers, as I can see the image with 2 adobe logos on it.

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Adobe Community Professional ,
Apr 20, 2021 Apr 20, 2021

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seeing the two logos (after clicking the step 1, part 1 link) is just one of 4 major steps each with, at least, two parts.  continue

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