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creative cloud desktop failed to install

Explorer ,
Jun 20, 2013

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I have tried several times to download and install the creative cloud desktop. It fails every time with this message "We've encountered the following issues: Creative cloud desktop failed to install." The application manager 7.0 also fails to install. I am using windows 7. Can anyone assist with this problem?

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creative cloud desktop failed to install

Explorer ,
Jun 20, 2013

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I have tried several times to download and install the creative cloud desktop. It fails every time with this message "We've encountered the following issues: Creative cloud desktop failed to install." The application manager 7.0 also fails to install. I am using windows 7. Can anyone assist with this problem?

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Creative Cloud

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Adobe Employee ,
Jun 20, 2013

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Hi mialisa57,

Could you please follow these steps and let us know if it helps you.

Please download and run Creative Cloud Cleaner Tool

http://www.adobe.com/support/contact/cscleanertool.html

Run Creative Cloud Cleaner tool and choose option 3 and then option 1 to complete the cleaning process.

Once done please rename OOBE Folder from these locations

Windows :

C:\Program Files (x86)\Common Files\Adobe

C:\Users\(UserName)\AppData\Local\Adobe

Go to creative.adobe.com -> Download Center -> Download Creative Cloud

Regards,

Abhijit

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Explorer ,
Jun 20, 2013

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I don't know what you mean by OOBE Folder.

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Adobe Employee ,
Jun 20, 2013

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Once you navigate to the location mentioned above you will see OOBE folder. You need to rename it to OOBE.old

regards,

Abhijit

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Explorer ,
Jun 27, 2013

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I successfully installed the creative cloud desktop app a few days later. I have been able to also download several of the cc apps. I haven't used the cleaner tool to this point.

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New Here ,
Apr 23, 2015

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thank you OOBE.old worked

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New Here ,
Jul 03, 2013

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This didnt help me either but i renamed the folders to obe, does it have to be OOBE.Old

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Adobe Employee ,
Jul 04, 2013

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Gleeeniiss if the solutions in the discussions you are viewing are not solving your issue then I would recommend you start a new discussion with your specifics in the Creative Cloud Download & Install forum - http://forums.adobe.com/community/download_install_setup/creative_cloud_faq.  You are also welcome to contact our support team to work with them directly at http://adobe.ly/yxj0t6.

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Community Beginner ,
Jul 10, 2013

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I saw that these directions failed to help many users.  I found another thread that indicated shutting down adobe processes running the background could help.  I found an acrobat tray process running and a couple of flash processes (closing browser turned these off).  So after closing the browser and killing the acrobat tray process, I was able to succesfully updated.

Good luck

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New Here ,
Jul 23, 2013

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oxprather

Your solution (killing the background acrotray process) resolved my issue with the CC update as well. Thank you for the heads-up.

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New Here ,
Jul 25, 2013

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I tried this too.  However, It did not fix my problem with the "creative cloud desktop update failed to install."

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Adobe Employee ,
Jul 26, 2013

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DesertTalk did you try the solution offered by Abhijit in message #1?  Or are you referring to closing the Acrotray process?

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New Here ,
Aug 12, 2013

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Killing the acrobat tray process, made it for for me too.
Thanx

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New Here ,
Aug 13, 2013

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Same here! Just killing the Acrotray process worked for me. Haven't tried the cleaner, as it was easier to try this first.

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New Here ,
Aug 13, 2013

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Adobe should update the "Failed to install" error message to something useful. Perhaps pointing to this article? Also there should be an update coming for AcrobatReader/Acrotray fixing this problem.

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New Here ,
Oct 31, 2013

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Using the Task Manager to kill ArcoTray.exe fixed my problem as well -- no other steps required.

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New Here ,
Jul 28, 2014

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oxprather,

You are a life saver. I was going to follow Adobe's multi-step process that included uninstalling their software and renaming directories and it all seemed so drastic and time-consuming so I tried turning processes off as you suggested and bingo!  The update installed successfully.  Minimal work.  Thanks so much.

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New Here ,
Nov 25, 2014

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i have still not found out where is the acrobat tray pls help as soon as you can

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Contributor ,
Jul 28, 2013

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Thanks, after following some other tips & coming back to yours, this finally worked (I'm on Windows7 SP1).

I renamed the following folders to *_OLD:

C:\Program Files (x86)\Common Files\Adobe\OOBE

C:\Program Files (x86)\Adobe\Adobe\AdobePatchFiles

C:\Users\(Me)\AppData\Local\Adobe\OOBE

C:\Program Files (x86)\Adobe\Adobe Creative Cloud

(There are 2 other 'AdobePatchFiles' that I didn't rename:

C:\Program Files (x86)\Common Files\Adobe\Adobe\AdobePatchFiles

C:\Program Files\Adobe\Adobe\AdobePatchFiles)

I didn't uninstall CC or AppManager from Programs because they weren't there!

Ran CC Cleaner between 2 reboots then CreativeCloudSet-Up.exe & it finally worked.

Now to try & recoup a lost weekend's urgent work.

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New Here ,
Jun 05, 2015

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Spamhunter:

Your solution was the only thing that worked for me, thank you! I spent an hour with Adobe customer service at the very end of it they couldn't figure it out and gave up!!! Ridiculous! But your solution worked, you should be commended and paid for your service!

Thanks again!

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Community Beginner ,
Jul 28, 2015

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Spamhunter escreveu:

Thanks, after following some other tips & coming back to yours, this finally worked (I'm on Windows7 SP1).

I renamed the following folders to *_OLD:

C:\Program Files (x86)\Common Files\Adobe\OOBE

C:\Program Files (x86)\Adobe\Adobe\AdobePatchFiles

C:\Users\(Me)\AppData\Local\Adobe\OOBE

C:\Program Files (x86)\Adobe\Adobe Creative Cloud

(There are 2 other 'AdobePatchFiles' that I didn't rename:

C:\Program Files (x86)\Common Files\Adobe\Adobe\AdobePatchFiles

C:\Program Files\Adobe\Adobe\AdobePatchFiles)

I didn't uninstall CC or AppManager from Programs because they weren't there!

Ran CC Cleaner between 2 reboots then CreativeCloudSet-Up.exe & it finally worked.

Now to try & recoup a lost weekend's urgent work.

Two years later and on every update to Creative Cloud, I need to follow this tip from Spamhunter.

Every time appears a new version, I try to install but the message "Error Code: 201" appears. My connection is via cable, stable, stable Internet too, constant speed of 120 MB. It is the only software that gives me trouble installing.
There I go then repeat the procedure.

Again.
Thank Spamhunter by describing the way to solve this problem.

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Community Beginner ,
Sep 02, 2013

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Hi Abhijit,

I followed your instructions and the issue was resolve for me - at first. 

However after a few weeks, Adobe puts out a new compulsory update (i.e. the Creative Cloud manager app only gives you the option to update or quit) and the same problem occurs.

So it seems that Adobe needs to come up with a higher level solution.  Do you know if that is something Adobe is aware of? 

cheers,

Dan

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Community Beginner ,
Sep 03, 2013

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Chiming in, this has been happening to me from the start. A virgin win7 install, with Creative Cloud installed with no prior installs. Original installation went without a hitch, but every time adobe creative cloud attempts to update it crashes out with a 'failed to install', deletes the icon and program from my computer, and fails to give any useful information on what is going on.

So far I've had to redownload the creative cloud installer from the net every time, and reinstall it (which works fine). This is the 10th time or so I've had to do this, and it is getting frustrating.

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Community Beginner ,
Sep 03, 2013

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That sucks.  It seems this is a substantial problem.  Can we get some kind of feedback from Adobe that this is being looked into - not just piecemealfixes, but the underlying problem?  

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Engaged ,
Sep 04, 2013

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I reported this problem, too.  Killing processes on my Win 7/64 Professional doesn't solve the problem.  I did discover that booting in safe mode (press the F8 key when windows is starting), uinstalling and reinstalling seemed to work... that is until a day or two later when Adobe requires a mandatory update to the "Adobe Creative Cloud" app.

The worst thing is I can't really tell if it really needs updating or not. The "app gives no version number information when running and no indication what the "new version" is.  In my "Programs and Features" it lists Adobe Creative Cloud as version 2.1.1.220 and I installed it YESTERDAY. Today it claimed there was a  newer version, and proceeded to install/fail. 

The main thing that's different is I was recently accepted into the Type Kit computer fonts beta.  HELP... how do I get out 'cause that's when the pain started on a daily basis.

Adobe products often require "Administrative Access" the ONLY products I use that seem to need that kind of permission.

I suspect that whatever "Creative Cloud App" exist on the main download site is in fact down-level.  I noticed that right after had I installed Photoshop CC on my computer (a new different machine from the one I'm having the pain on), it told me there were beacoup updates required.  Cost me the better part of 4 hours while it thrashed my sluggish internet connection.

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Community Beginner ,
Sep 04, 2013

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Well, I don't know if this means the underying problem is solved or not but...

There was just a new creative cloud program update pushed, and I decided to give it a go just like the last ten times it failed to install.

This time however, imagine my surprise as it worked correctly and updated the app instead of uninstalling it. I'll wait to throw a party until I see it do it without breaking again, but this is a good start.

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Community Beginner ,
Sep 04, 2013

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OMG you're right!  it appears they have fixed it.  the latest update installed fine for me. 

let's hope it stays that way!

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Engaged ,
Sep 04, 2013

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Well, the new installer is a lot smaller and is numbered 2.1.2.232.... but since the prior one didn't UNINSTALL properly I still resorted to SAFE mode to remove it's ugly carcass.  For good measure, I also did this:  http://forums.adobe.com/thread/1243534

Feel sorry for http://forums.adobe.com/people/Jeff%20A%20Wright - 13,000+ posts from that guy!

I'm a bit amused that the "poll" from my last visit asked a question like "I am aware that I don't have to be connected to the internet to use my applications"...  When the installer FORCEFULLY upgrades or quits and then fails to load... well guess what... it turns out you DO have to be connected to the internet or you can't load, update, or authorize the software.  I suppose if you're NOT connected to the internet, the update won't know that it's old and become a high-speed train wreck.

I'm also amused that Adobe says "you get to choose when and what to update"... uhm, except for the installer - the root of the whole process. That you have zero choice over.

Fingers crossed that today's install survives the required reboot and at least runs for a few days without blowing chunks.

Message was edited by: NightSkyGuy - added latest installer version number.

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Participant ,
Sep 05, 2013

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Aw man, I thought I was the only one with this problem! CC updated quite a few times already, and everytime I click the option to update it, it would fail, and my CC icon is lost. I have to uninstall my CC, CC clean it and then download and reinstall the program.

Encouraged by the latest response thought, hopefully this latest updated fixed this issue too.

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New Here ,
Sep 24, 2013

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I spent HOURS a few months ago to get the creative cloud to download onto my computer. Now there is an update and i get the same error again. To run the cleaner tool it say i have to unistall everything and re-install it again. This can't be right. Am i going to have to uninstall and re-install everything for every update?!  Please tell me there is an easier way. I dont have DAYS to waste on this.

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Community Beginner ,
Sep 24, 2013

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I fixed this on Windows 7. Rename the OOBE file as mentioned. Then use the native Windows tool to remove the application Creative Cloud Desktop (took 2 tries). I tried the Adobe Removal Tool. Errors every time. This worked for me.

Step 1 (from:Tejodhar_A)  - Rename the OOBE Folder from the different Locations of Your Windows Computer

Windows: Go to Start - Computer >    C:\Program Files (x86)\Common Files\Adobe\OOBE

OR

[System drive]:\Users\[username]\AppData\Local\Adobe\OOBE   (Rename it to OOBE_OLD)

* Note : AppData Folder is an Hiden Folder (Check Folder Options - Show Hidden Files and Folders )

Step 2 - Start; Control Pannel; Uninstall a program; select the Creative Cloud Desktop Manager. May need to try more than once.

Step 3 - Download and install. It ran the updates fine after I completed these steps.

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Community Beginner ,
May 05, 2015

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This worked for me (Also killed the AcroTray.exe first)

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New Here ,
Aug 07, 2014

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OMG Thank you so much Abhijit I've been fighting this for days.  These steps fixed error code: 1  on my Windows 7 64bit Ultimate machine.

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New Here ,
Aug 20, 2014

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Thanks Bro! it worked for me,

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Community Beginner ,
Aug 25, 2014

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I have been building a new system and was forced to restore to a point that was pretty much the equivalent of factory reset but it doesn't delete the existing files.  So, thank you for the link to the CC Cleaner Tool.  I followed the instructions in that link, and deleted EVERYTHING!  (I had no data to worry about because all of my project files are on other drives).

That is all I needed to do and it worked!

Abhijit Kr. wrote:

Hi mialisa57,

Could you please follow these steps and let us know if it helps you.

Please download and run Creative Cloud Cleaner Tool

http://www.adobe.com/support/contact/cscleanertool.html

Run Creative Cloud Cleaner tool and choose option 3 and then option 1 to complete the cleaning process.

Once done please rename OOBE Folder from these locations

Windows :

C:\Program Files (x86)\Common Files\Adobe

C:\Users\(UserName)\AppData\Local\Adobe

Go to creative.adobe.com -> Download Center -> Download Creative Cloud

Regards,

Abhijit

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New Here ,
Aug 26, 2014

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I'm on MAC

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New Here ,
Aug 26, 2014

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How do I uninstall all of the Creative Cloud applications?

I need to restart all of this - I am dead in the water with any projects

that were opened on CC applications. Files claim to be corrupted when I try

to open.

So. Any ideas?

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Community Beginner ,
Sep 30, 2014

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I'm in Windows and used the Add/Uninstall Programs feature.

I highly recommend using Chat and getting specific help from Adobe Support.  For me something was corrupted and each time, Support had me clear certain files and folders.

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New Here ,
Nov 08, 2014

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I couldn't find the files to rename - but the steps prior it seemed to be enough!

Thanks!

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Community Beginner ,
Nov 28, 2014

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That OOBE rename did it for me! Thank you. Did not find any application data - that's a bit disturbing, but at least this solution worked and now I can try the cloud! Thank you. I'll mark my other post as resolved. YAY!

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New Here ,
Dec 23, 2014

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Hi Abhijit thanks for the advice it helped me a lot.

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New Here ,
Feb 25, 2015

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THANK YOU FOR THIS!!!!! It worked well for me.

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New Here ,
May 25, 2015

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Hi,

after, when i discovered the "new name" to change I succeed (after half day)

THANKSSSS!

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New Here ,
Jul 10, 2015

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I tried just about everything everyone else said on this thread and Adobe CC Cleaner was the only thing that worked.

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New Here ,
Aug 15, 2013

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Community Beginner ,
Aug 29, 2013

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Same probs. Here are the errors from the Removal Tool at the top:

[Thu Aug 29 16:39:15 2013] *-*-*-*-*-*-* ::START:: - SUMMARY OF ERRORS *-*-*-*-*-*-*

[Thu Aug 29 16:39:15 2013] ERROR: while removing C:\Program Files (x86)\Adobe\Adobe Creative Cloud\CoreSync\customhook: [Error 145] The directory is not empty: 'C:\\Program Files (x86)\\Adobe\\Adobe Creative Cloud\\CoreSync\\customhook'

[Thu Aug 29 16:39:15 2013] ERROR: while removing C:\Program Files (x86)\Adobe\Adobe Creative Cloud\CoreSync: [Error 145] The directory is not empty: 'C:\\Program Files (x86)\\Adobe\\Adobe Creative Cloud\\CoreSync'

[Thu Aug 29 16:39:15 2013] ERROR: while removing C:\Program Files (x86)\Adobe\Adobe Creative Cloud: [Error 145] The directory is not empty: 'C:\\Program Files (x86)\\Adobe\\Adobe Creative Cloud'

[Thu Aug 29 16:39:15 2013] *-*-*-*-*-*-* :: END :: - SUMMARY OF ERRORS *-*-*-*-*-*-*

[Thu Aug 29 16:39:15 2013] ---------------------------------------------------------

[Thu Aug 29 16:39:15 2013] *=*=*=*=*=*=*=*=* :: End Session :: *=*=*=*=*=*=*=*=*=*=*

[Thu Aug 29 16:39:15 2013] ---------------------------------------------------------

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New Here ,
Sep 05, 2013

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Bạn nên tắt hết tất cả các chương trình adobe chạy ẩn bằng cách vào windows task manager / application/ end task.

Rồi tiến hành update Adobe Creative Cloud

chúc bạn thành công !

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Community Beginner ,
Sep 05, 2013

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Is there some specific reason why this discussion:

a) Switched to old attempted fixes that have already been mentioned
b) Switched to Vietnamese

Out of the two I find the second the most confusing.

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New Here ,
Nov 25, 2013

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I also encountered this error, but closing all browsers, then restarting a clean session and signing in seems to be working so far.  In case this helps anyone else...

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