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Creative Cloud - Download error - stubborn error

Participant ,
Feb 19, 2013

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This seems to be inconsistency quality assurance going on with Creative Cloud using Adobe Application Manager, I always get this stubborn - darn stubborn error message "Download error. Please contact customer support." In this case, I have no idea what the darn problem since it never gave me the reason as to what kind of error message that caused this stubborn download error.

I have no problem updating Creative Cloud apps on Mac Pro, but I am having this stubborn problem on my other computer - more specifically, MacBook Pro 17" unibody operating on Mac OS 10.8.2 (the latest version) Mountain Lion.

I have to say that I was very disappointed, because I had switched to Creative Cloud subscription from traditional Master Collection CS6.

This quality of service with Adobe Creative Cloud subscription proved worthless and unreliable and if this continue being this way, why should I continue to use Creative Cloud where it failed to download or not able to download at all? Why should I continue to pay subscription fees - even if I pay for annual contract.

I felt that I was ripped off by Adobe with faulty unreliable subscription service through Creative Cloud.

Please, please and please provide me a remedy solution. I have tons of project that I am working on.

Deeply disappointed.

Long time Adobe consumer for years!!!

BEST of the BEST crap experience with Creative Cloud - that is based on my experience!

Brian

I had a lengthy chat with a Support Agent and finally solved my issue by enabling my root user... after many trial/error attemtpts. Here is my summary just fyi, I hope it works for you too.

I'm on MacBook Pro OS X 10.8.5.

  1. They first had me go to ~/Library/Applications support/Adobe/OOBE and delete the file "opm.db" .... Creative Cloud issue remained.
  2. Then they asked me to go to ~/Library/Applications support/Adobe and rename the folders "AAMUpdater" and "OOBE"... and go to Library/Applications support/Adobe (note it's a different path) and remane the folders "AAMupdater" and "AAMupadaterInventory"... issue still remained.
  3. They also had me go to my Netwrok Prefrences, Proxy server to Configure, and enusre all boxes are unchecked, and "Use Passive FTP  Mode (PASV)" also unchecked... did not help, issue remained.
  4. Of course they had me unistall then reinstall the Creative Cloud application, which I did (Applications>Utilities>Adobe installer and run the "Uninstall Creative Cloud")... but the issue remianed.
  5. Finally, they had me visit this page on Apple's support page, http://support.apple.com/kb/ht1528 and enabled the root user for OS X Lion.
    1. After enabling the root user (and creating a new password for it), I rebooted my Mac
    2. Logged in my Mac once as "root" and logged in to Adobe Creative Cloud using my usual Adobe username/email and password.
    3. Went to the "Apps" tab, and it worked perfectly!
    4. I logged out of root on my Mac, then logged back in as myself.
    5. Launched the Creative Cloud app, logged in and went to "Apps"... works just fine!

I don't like my root user enabled. So I went back and disabled it (per the same Apple instructions above), and the Adobe Creative Cloud still works fine.

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Creative Cloud - Download error - stubborn error

Participant ,
Feb 19, 2013

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This seems to be inconsistency quality assurance going on with Creative Cloud using Adobe Application Manager, I always get this stubborn - darn stubborn error message "Download error. Please contact customer support." In this case, I have no idea what the darn problem since it never gave me the reason as to what kind of error message that caused this stubborn download error.

I have no problem updating Creative Cloud apps on Mac Pro, but I am having this stubborn problem on my other computer - more specifically, MacBook Pro 17" unibody operating on Mac OS 10.8.2 (the latest version) Mountain Lion.

I have to say that I was very disappointed, because I had switched to Creative Cloud subscription from traditional Master Collection CS6.

This quality of service with Adobe Creative Cloud subscription proved worthless and unreliable and if this continue being this way, why should I continue to use Creative Cloud where it failed to download or not able to download at all? Why should I continue to pay subscription fees - even if I pay for annual contract.

I felt that I was ripped off by Adobe with faulty unreliable subscription service through Creative Cloud.

Please, please and please provide me a remedy solution. I have tons of project that I am working on.

Deeply disappointed.

Long time Adobe consumer for years!!!

BEST of the BEST crap experience with Creative Cloud - that is based on my experience!

Brian

I had a lengthy chat with a Support Agent and finally solved my issue by enabling my root user... after many trial/error attemtpts. Here is my summary just fyi, I hope it works for you too.

I'm on MacBook Pro OS X 10.8.5.

  1. They first had me go to ~/Library/Applications support/Adobe/OOBE and delete the file "opm.db" .... Creative Cloud issue remained.
  2. Then they asked me to go to ~/Library/Applications support/Adobe and rename the folders "AAMUpdater" and "OOBE"... and go to Library/Applications support/Adobe (note it's a different path) and remane the folders "AAMupdater" and "AAMupadaterInventory"... issue still remained.
  3. They also had me go to my Netwrok Prefrences, Proxy server to Configure, and enusre all boxes are unchecked, and "Use Passive FTP  Mode (PASV)" also unchecked... did not help, issue remained.
  4. Of course they had me unistall then reinstall the Creative Cloud application, which I did (Applications>Utilities>Adobe installer and run the "Uninstall Creative Cloud")... but the issue remianed.
  5. Finally, they had me visit this page on Apple's support page, http://support.apple.com/kb/ht1528 and enabled the root user for OS X Lion.
    1. After enabling the root user (and creating a new password for it), I rebooted my Mac
    2. Logged in my Mac once as "root" and logged in to Adobe Creative Cloud using my usual Adobe username/email and password.
    3. Went to the "Apps" tab, and it worked perfectly!
    4. I logged out of root on my Mac, then logged back in as myself.
    5. Launched the Creative Cloud app, logged in and went to "Apps"... works just fine!

I don't like my root user enabled. So I went back and disabled it (per the same Apple instructions above), and the Adobe Creative Cloud still works fine.

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Feb 19, 2013 6
Participant ,
Feb 19, 2013

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Can anyone help?

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Feb 19, 2013 0
Adobe Employee ,
Feb 20, 2013

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CaramelMacchiato please keep in mind that you are posting to the Adobe forums.  If you are looking for immediate assistance then I would recommend contacting our support team.

From the behavior you have described it would appear you are facing a network configuration issue with the Adobe Application Manager.  Are you on a managed network?  If so then I would recommend contacting your I.T. department.

If you are not on a managed network then please see Sign in or activation errors | CS6, CS5.5 Subscriptions, CS6 Perpetual - http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html.

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Feb 20, 2013 1
Participant ,
Feb 20, 2013

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Jeff,

My Macs are at my residence. I have home office working at my residence office right here. Our cable broadband is high speed broadband operating in closed network connected with secured WiFi with password to access the closed network at my residence.

I also have Norton Internet Security enabled.

Support team has not been very helpful... they don't konw what they are doing at all. No point seeking their help. I come here to seek some help right here on the forum where there are many knowledgeable volunteers helping other people like myself. The support team over the years has been totally 110% unreliable with no mission accomplished and I do NOT have time sitting around waiting for the answer... with LONG delay of waiting. I like old days dailing up by pressing "0" operator, they give the assistance and get help fast like there is no tomorrow. What is wrong with these days with lousy horrible and unreliable customer service experience. Adobe DO have money to provide better customer service experience? Why is that they shifted or outsourced the work to oversea... and many jobs were at loss in North America... Enuf said.

That said, I am not willing to waste my time trying to find solution for this problem. I have to say that I am a little annoyed that I am still seeing the same problem over 10 times today!

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Feb 20, 2013 0
Adobe Employee ,
Feb 21, 2013

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CaramelMacchiato I would recommend checking your security settings under Norton Internet Security.  For fun I installed Windows 8 and Norton Internet Security this weekend and I did experience some difficulties with Norton's automatic settings not giving the needed access to certain applications.  Setting them to allow all connections for those software titles allowed me to resolve those difficulties.  It is likely you are facing a similar issue with the Adobe Application Manager/PDApp.exe.

I would highly suggest though reviewing the previously offered document in message #2.  It does cover other network configuration issues which maybe leading to the difficulties which you are experiencing.

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Feb 21, 2013 1
Participant ,
Mar 13, 2013

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My goodness gracious, I am still having the same problem.

I give up! I don't think I'd ever renew the subscription service with Adobe Creative Cloud! Why is that I have to still pay for this lousy unreliable inconsistent bug problem associated with not able to install updated versions of any Creative Cloud.

I still get the darn same stubborn message:


Download Error

Download Error. Please contact customer support.

I am trying to get in touch with someone at Adobe through Liveperson by the name of Mohammed. He seems that he doesn't know what the heck he is doing with his job as customer rep. What a incompetent rep!

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Mar 13, 2013 2
Adobe Employee ,
Mar 13, 2013

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CaramelMacchiato I am sorry you are still facing difficulties with your network configuration.  Do you have a case number from your interaction with our support team which I can review?

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Mar 13, 2013 0
Participant ,
Mar 19, 2013

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No. I was never given the case number at all. That is why I was saying that these customer reps are so incompetent.

Have a fabulous day!

By the way, I still have Adobe Edge Animate version: 1.0.1.204.22434

on MacBook Pro 17 unibody operating in 10.8.3, the latest system architecture.

As usual, still same s--tty error message.

I *DO* have HUGE benefit of doublt about consistency of Adobe Cloud system being consistent. It is broken system, period! End of discussion!

Totally frustrated! I am done with Adobe! Good bye!

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Mar 19, 2013 1
Participant ,
Mar 19, 2013

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On MacBook Pro 17, I have the version numbers of Adobe Creative Cloud Connection, it is Version 1.0.223.0 Release. I do notice that it doesn't remember my email address as I log on Mac Book Pro when Adobe Creative Cloud dialogue box. Why is that it never remember on my laptop computer?

On other hand, on MacPro, it remembers my login of Adobe ID and password (I am not going to put these info here on the forum for security reason)...

I do show that I have the same version number of Adobe Creative Cloud Connection (in System Preference) on Mac Pro as appeared on my laptop. I do show that my email address shown above "Account Details" on my MacPro. I don't want to post screenshot on the forum showing my email address here. Yet, it doesn't show the email address on my laptop - same approach. Why is that?

On my Mac Pro, the Adobe Edge Animate version number is: 1.5.0.217.23270.  On my laptop, it shows aging version of Adobe Edge Animate version 1.0.1.204.22434.

I am ready to throw out Adobe apps all together! Never again upgrade with Adobe from now on unless I get this damn remedy once for all.

I am really surprised that I was NEVER given the case number when I chatted with Adobe cust rep through liveperson online the other night.  Never again!!!!

Ciao bello! What a joke and waste of money spent on Creative Cloud subscription. I doubt that Adobe ever could fix and prepare for Creative Cloud version 2!  This is going to be my last investment with Adobe Creative Cloud 1.0 and CS6 is certainly the last investment!

END OF DISCUSSION! PERIOD!

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Mar 19, 2013 0
Participant ,
Mar 19, 2013

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I don't want to post the case number as I discovered it in my Account Info online... Again, I don't want to post the case number online for security reason, too.


Where can I send the case number to you off the forum in private? I am not able to find a private message enabled in your profile either.

Good night! Totally disgusted! I would like to speak with Creative Cloud product manager at once for all, too! This drive me NUTS!!!!

Ciao, CM

Post Script:

By the way, I do show the Adobe Application Manager version 7.0.0.233 on my laptop and MacPro as well. I am not sure why I am getting this s--tty crap drab error messages on my laptop!!!!!!@!@!@@!!!

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Mar 19, 2013 0
Adobe Employee ,
Mar 19, 2013

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CaramelMacchiato there is no security risk by providing your case number in a public forum.  Only Adobe employees are able to reference the case details.  You are certainly welcome to e-mail me at <Removed by Moderator> if you would prefer to send over your case number that way.  If you can please do me a favor and also reference this discussion thread in your e-mail it would be appreciated.

Message was edited by: Jeff A Wright

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Mar 19, 2013 0
New Here ,
Dec 19, 2013

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I ahve the eccact same problem. There is a link in the CC window claiming to be "Costumer support" When you click this you end up in the standard supportpage, where you're explanied that you have long answertime at the support! Thats not good costumer service.

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Dec 19, 2013 0
Participant ,
Mar 28, 2013

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I am having the same problem on Win 7 64x. I have a full Creative Cloud subscription. The problem is the same no matter to what network my PC is connected to (home or work). Finally I do not have Norton nor McFee nor other known buggy anti-virus. It started yesterday. So CaramelMacchiato is not the only one having that issue, just maybe the only one who bothered to seek help in the forums. Like I've just done

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Mar 28, 2013 5
Participant ,
Mar 28, 2013

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An hour dealing with Adobe's customer support and the solution was to reinstall the Adobe Application Manager. Wow (sarcastic) - It is amazing how long their "senior" technician took to figure that one out... geez.

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Mar 28, 2013 5
New Here ,
Mar 16, 2016

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Thank you very much! You saved my nerves! That only thing with reinstalling Application Manager did help me

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Mar 16, 2016 0
Community Beginner ,
Jun 26, 2013

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I have the exact same issue as well. Works fine on my home laptop, but not work computer. Just spent 2 hours with a rep who took multiple breaks to "think on the issue". After 2 hours and then a frozen download, I was given a case number and told to call back if after an hour the download was still frozen.

How helpful...

Am having to use the download assistant to download products and then sign in to activate them. So frustrating.

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Jun 26, 2013 2
Community Beginner ,
Sep 10, 2013

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I have an iMac at home which is working fine with CC, but on my Macbook Pro 15 inch same error keeps on coming up. I can log into Adobe online, on the CC, but when checking whether I have the apps available online, I first have to log onto the Creative Cloud for teams section before it 'sees' me as a paying customer. 

Screen 1:

Screen 1.jpg

I then decide to open up the browser and go to Adobe.com and log into my account:

Screen 2.jpg

I have no products found and I have to click on the ad (which shouldn't show if I've already bought the software?)

Screen 3.jpg

And I get the options of downloading all the apps I need.

Screen 4.jpg

I have already downloaded the apps, but can't seem to log into the CC app in the toolbar at the top of my screen. I can log into Behance too, but it looks like I'm getting an old version of everything. The Typekit facility as well as the files section doesn't seem to work yet, even though it looks like everyone else is using it.

typekitissue.pngfiles.png

Adobe, please sort this out!

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Sep 10, 2013 3
New Here ,
Sep 17, 2013

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This is happening to me too for the 3rd time.  one time I was on chat for 3 hours trying to fix.  When I got off the phone I read a readme file and the idiot in that foreign country didn't even follow the directions.  I had to delete all of my programs and reinstall them.  I don't want to have to do this again.  Download error.  My apps don't show up.  I have not added any computers or made ANY changes.  Can't they fix this!???

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Sep 17, 2013 0
New Here ,
Oct 06, 2013

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Hello,

I was experiencing the same problem, with the Download Error message on CC App tab. I contacted support and the issue is solved (on a Mac Book Pro running OS X 10.8.5). The steps I followed are:

  1. Close Creative Cloud Application (up right corner, click on the cog menu and then "Quit Creative Cloud").
  2. From Finder, click Go > Go to Folder.
  3. Type ~/Library/Application support/Adobe and hit return.
  4. Rename  the folders 'AAMUpdater' and 'OOBE' to 'AAMUpdaterOLD' and 'OOBEOLD'.
  5. From the Finder, click Go > Go to Folder.
  6. Type /Library/Application support/Adobe and hit return.
  7. Rename AAMupdater, AAMupadaterInventory folders to AAMupdaterOLD, AAMupadaterInventoryOLD.
  8. Launch your Creative cloud desktop.
  9. Introduce your CC credentials.
  10. Select install/update applications.

Hopefully it will work for you. If it does, then you can remove the folders that you renamed as <something>OLD.

I assume that for Windows users it should be possible to do something similiar. If someone is able to reproduce it please post it here for further reference.

Thanks!

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Oct 06, 2013 20
New Here ,
Nov 21, 2013

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On a PC running Windows 7 and had the same issues. Instructions from Adobe:

1. Close Creative Cloud Application (up right corner, click on the cog menu and then "Quit Creative Cloud").

2. Please navigate to C:Program files(X86)/Common files/Adobe folder.

3. Rename the OOBE folder to OOBE.old

4. Rename AAMupdaterInventory to AAMupdaterInventory.old

5. Type appdata in the start menu search

     - What I had to do was go to C: > "MyUserName" > Appdata > local > adobe

6. Rename the OOBE folder to OOBE.old

7. Rename AAMupdater to AAMupdater.old

8. Launch Creative Cloud Desktop

9. Introduce CC credentials

10. Select install/update applications

This seemed to work for me.

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Nov 21, 2013 1
Explorer ,
Dec 13, 2013

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This did not work for me.  After I signed in, the Apps panel had a spinning wait icon, and after about 20 minutes of spinning, it reverted to the same dialog boxed as pictured above.

I can't get the creative cloud app to work correctly.

I'm using a retina MacBook Pro 15", my MacPro at my home is not having this issue.  I've been trying to solve this for a few days with no luck.

So I deleted the Creative Cloud Application, the files mentioned in the 2 posts above, reinstalled Creative Cloud and then rebooted my Mac  this seems to have solved the problem.

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Dec 13, 2013 0
New Here ,
Dec 13, 2013

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It worked for me. Thanks for the help.

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Dec 13, 2013 0
New Here ,
Dec 22, 2013

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This worked for me! Nothing else was working. Worked fine on my iMac, but not on my Macbook Pro. Thanks for posting the workaround. And adobe: now fix it!

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Dec 22, 2013 0
New Here ,
Dec 23, 2013

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I had a lengthy chat with a Support Agent and finally solved my issue by enabling my root user... after many trial/error attemtpts. Here is my summary just fyi, I hope it works for you too.

I'm on MacBook Pro OS X 10.8.5.

  1. They first had me go to ~/Library/Applications support/Adobe/OOBE and delete the file "opm.db" .... Creative Cloud issue remained.
  2. Then they asked me to go to ~/Library/Applications support/Adobe and rename the folders "AAMUpdater" and "OOBE"... and go to Library/Applications support/Adobe (note it's a different path) and remane the folders "AAMupdater" and "AAMupadaterInventory"... issue still remained.
  3. They also had me go to my Netwrok Prefrences, Proxy server to Configure, and enusre all boxes are unchecked, and "Use Passive FTP  Mode (PASV)" also unchecked... did not help, issue remained.
  4. Of course they had me unistall then reinstall the Creative Cloud application, which I did (Applications>Utilities>Adobe installer and run the "Uninstall Creative Cloud")... but the issue remianed.
  5. Finally, they had me visit this page on Apple's support page, http://support.apple.com/kb/ht1528 and enabled the root user for OS X Lion.
    1. After enabling the root user (and creating a new password for it), I rebooted my Mac
    2. Logged in my Mac once as "root" and logged in to Adobe Creative Cloud using my usual Adobe username/email and password.
    3. Went to the "Apps" tab, and it worked perfectly!
    4. I logged out of root on my Mac, then logged back in as myself.
    5. Launched the Creative Cloud app, logged in and went to "Apps"... works just fine!

I don't like my root user enabled. So I went back and disabled it (per the same Apple instructions above), and the Adobe Creative Cloud still works fine.

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Dec 23, 2013 4
Community Beginner ,
Feb 12, 2014

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Having this same problem suddenly since downloading the latest CC app update (my application has never auto-updated). Above solutions don't work, however, logging in through root does fix the problem and allow the apps list to load correctly. But, no go on my primary profile -- still showing download error. This is clearly a permissions issue, and a basic permissions fix in my regular profile didn't help fix anything. Fix your software, Adobe.

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Feb 12, 2014 5
New Here ,
Jun 25, 2014

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Thank you alofkrantz I had the same problem and this worked for me. I am running OS X 10.9.3

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Jun 25, 2014 0
New Here ,
Aug 22, 2014

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Thanks bro!! Worked fine!

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Aug 22, 2014 0
New Here ,
Oct 07, 2014

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Same

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Oct 07, 2014 0
New Here ,
Oct 07, 2014

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Thanks alofkrantz, your solution worked to fix the issue for me!

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Oct 07, 2014 1
New Here ,
Nov 26, 2014

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Yeah I just started having this problem on my IMAC.  The "story I was told was that Adobe applications can't download via WI FI.  The tech did what looks to be similar to what has been described and no joy and blamed in on my ISP.  Of course now I can't even access any of my applications.  At least this morning I could use Photoshop and LR.  Guess I will go through the steps myself and try the root changes suggested.

Wish me luck.  Great products but for a monthly fee I do expect to be able access them.  Ugg

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Nov 26, 2014 0
New Here ,
Nov 26, 2014

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Thanks!!!! 

The root trick worked for me as well.  From now on on go to forums first!

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Nov 26, 2014 0
New Here ,
Dec 26, 2014

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thanks, this worked for me

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Dec 26, 2014 0
New Here ,
Mar 13, 2015

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Thanks for the advice. It works on my IMAC 21. the problem has been solved, Again, thanks

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Mar 13, 2015 0
New Here ,
Mar 13, 2017

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This worked for me! Thanks!

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Mar 13, 2017 0
New Here ,
Aug 01, 2014

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Hi, I tried everything in every forum I could find online to try to fix this error and couldn't.

I finally fixed it by deleting literally every single file or directory (other than print related functions) that had the word "Adobe" or "adobe" in them.

I did this by:

  1. opening terminal
  2. sudo su
  3. cd /
  4. find . -name *Adobe* (and also non case sensitive)
  5. Open another terminal window and deleting each file or directory with that name in it
  6. Delete with rm -r file_name

After that, I installed Creative Cloud and it worked

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Aug 01, 2014 0
New Here ,
Aug 23, 2014

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For Windows users. Go to safe mode on startup with F8. Is the only way.

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Aug 23, 2014 0
New Here ,
Dec 05, 2014

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Working with root user is not really an option, after logged back with regular user, app didnt work. What solves the problem is what is provide by alofkrantz

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Dec 05, 2014 0
New Here ,
Dec 05, 2014

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Yeah I spoke too soon.  Whilst it works in Root when I log back in as me no joy as well.  I'll go back and try what you suggest.  Ugh too much time lost to figuring out these problems - as with others help desk was not too helpful.  I am trying to decide whether I should ask for a rebate for time lost on the subscription...

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Dec 05, 2014 0
New Here ,
Dec 17, 2014

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I have the "Download error" message,  I seem close to a fix.  Can someone suggest the proper way to go?

I used Migration Assistant to move information from a relatively new MacBook Pro to a  brand new iMac, both on Yosemite.  Everything transferred very well (email, docs, photos...).  Photoshop and Bridge transferred well.  I can use both with no apparent performance problems (though briefly it seemed to think I was on a trial subscription). Only Creative Cloud did not transfer well.  The cause (I believe) was this: For the migration, I had a slight change in user name from MBP to iMac and the files could not be located (I think).  When I hit restore, it seemed to be looking for the old name (from MBP) and understandably could not find the old name.  It said something like "turn file sync off" and "location can be reset in file preferences."  And that's the problem. CC>Apps says, "Download error.  Please contact Customer Support."   CC>Preferences>Apps does not permit any entry of information.  "App Language" is grey and "Install Location" does not allow a choice; it says "Default location."  I think if I could activate this screen, I could fix the problem.  The problem is I will be unable to update PS or Bridge, indeed unable to check for updates even, because I have no list of apps in CC. When I check for updates "the old way" directly from PS, it runs very briefly but shows me nothing.  Can anyone suggest how to eliminate the download error message and get the list of apps to appear in CC?

Other information.  In trying to fix this, I have tried some approaches that have gotten me close to a solution, but not quite.  During this process, I have seen some other messages.  "Please close all instances of Adobe application manager to continue" came up for a while.  No "instances" were running according to Activity Monitor, but I still couldn't proceed.  That message disappeared after I quit CC...when I opened CC again, I returned to the download error message.  I'm reluctant to do some of the more radical suggestions posted because I am concerned about making things worse.  After all, I can use PS and Bridge; it's only future updates that I think will be unavailable.   BTW, I have File Sync turned off.  An early message told me to do that, and I don't want to use the cloud.  Thanks in advance for any suggestions.

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Dec 17, 2014 0
Adobe Employee ,
Dec 18, 2014

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TMB80 in the future I would recommend only migrating the documents and settings.  You will then want to reinstall any needed applications.  Adobe Creative applications are not designed to be copied from one computer to another.

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Dec 18, 2014 0
New Here ,
Dec 18, 2014

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Advice accepted. To correct my existing problem, do you suggest I uninstall Creative Cloud on the desktop and Photoshop and Bridge…then reinstall CC from the web? If yes, do I need to uninstall anything else? If no, how do you suggest I proceed to correct the problem?

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Dec 18, 2014 0
Adobe Employee ,
Dec 18, 2014

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TMB80 yes you will want to run all available uninstallers in the Applications/Utilities/Adobe Installers folder.  Once this is done I would also recommend the use of the CC Cleaner Tool.  You can find details on the use of the CC Cleaner Tool at Use the CC Cleaner Tool to solve installation problems | CC, CS3-CS6 - http://helpx.adobe.com/creative-suite/kb/cs5-cleaner-tool-installation-problems.html.

For information on how to reinstall the Adobe Creative applications included with your membership please see Install and update apps - https://helpx.adobe.com/creative-cloud/help/install-apps.html.

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Dec 18, 2014 0
New Here ,
Dec 18, 2014

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Thank you for the advice. Because I’ve had the problem for about a week, I wanted to get it over with, so I called Customer Support. Gurpreet was extremely helpful. We did an uninstall/re-install of CC, and now everything is working as it should. Again, thanks.

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Dec 18, 2014 0
New Here ,
Dec 17, 2014

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You were right!  I went back and followed alofkrantz instructions and discover the help person had not changed all the files as indicated in the instructions. 

Thanks again - I also went back and disabled root as well!!

Cheers,

Leslie

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Dec 17, 2014 0