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creative cloud install failing, unable to backup files. 5.1.0.407 released 3/24/2020

Community Beginner ,
Mar 24, 2020

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Downloaded new CC 3 times, install failed 4 times (including forced install), now cannot uninstall CC from the windows 10 x64 control panel since it cannot find uninstall..exe.

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Creative Cloud, Installation

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creative cloud install failing, unable to backup files. 5.1.0.407 released 3/24/2020

Community Beginner ,
Mar 24, 2020

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Downloaded new CC 3 times, install failed 4 times (including forced install), now cannot uninstall CC from the windows 10 x64 control panel since it cannot find uninstall..exe.

Topics

Creative Cloud, Installation

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953

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Adobe Employee ,
Mar 25, 2020

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Thomasw54215209, it looks like you have an individual membership, but the e-mail address you used seems to belong to an organization.  Do you own and manage the computer and network that you are attempting to install the Creative Cloud applications on?

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Community Beginner ,
Mar 25, 2020

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yes, I have my own personal website domain - vikingsail. Also tried to install again and getting same error still.

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Adobe Employee ,
Mar 25, 2020

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Ok, thanks, Thomas.  You can use the process listed in https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html to remove any currently install Adobe CC applications.  If you continue to encounter errors then please download and run the CC Cleaner Tool from https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html.

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Community Beginner ,
Mar 25, 2020

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did you want me to uninstall all my apps:bridge, lightroom and photoshop? or just creative cloud.

tried to remove just CC then ran cleaner just on CC. tried to install creative cloud again and still got to 21.5% complete and it gave me the same p50 error.

 

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Adobe Employee ,
Mar 25, 2020

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Did you previously receive Error P50, Thomas? Steps on how to resolve the error can be found at https://helpx.adobe.com/creative-cloud/kb/Error_Code_2_failed_update.html.

 

For your question regarding uninstalling, it will be dependent on which applications you want on the computer.  If Photoshop and Lightroom CC are currently opening without error, then I would not recommend uninstalling them.

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Community Beginner ,
Mar 26, 2020

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At this point, unless you either fix the installation program or have a new suggestion, I have done all you suggested and the error is still occuring. I don;t use CC that much anyways and can use other means to update my lightroom and photoshop.

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Adobe Employee ,
Mar 26, 2020

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I am sorry to hear that, Thomas.  Please begin a chat session at https://helpx.adobe.com/contact.html so that direct assistance can be provided to resolve the error.  There may be a higher than normal wait time due to the current pandemic.

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