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Creative Cloud "Download Error" message

Community Beginner ,
Jul 01, 2013

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When I go to the App section on the creative cloud manager I get the message "Download Error. Please Contact Customer Support."

Could somebody please help me fix this?

I have tried restarting my computer, signing in and out of creative cloud, and clearing the cache.

Thanks

error.jpg

  • Try to delete AAMupdater folder from

         ~/Library/Application Support/Adobe/

If above doesn't worked then perform below steps

  • Rename the opm.db file under

        ~/Library/Application Support/Adobe/OOBE

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Creative Cloud "Download Error" message

Community Beginner ,
Jul 01, 2013

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When I go to the App section on the creative cloud manager I get the message "Download Error. Please Contact Customer Support."

Could somebody please help me fix this?

I have tried restarting my computer, signing in and out of creative cloud, and clearing the cache.

Thanks

error.jpg

  • Try to delete AAMupdater folder from

         ~/Library/Application Support/Adobe/

If above doesn't worked then perform below steps

  • Rename the opm.db file under

        ~/Library/Application Support/Adobe/OOBE

Topics

Creative Cloud

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Adobe Employee ,
Jul 01, 2013

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Hi Meghann,

Please check out and see if it helps http://forums.adobe.com/message/5109299#5109299#5109299

Ankit

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Community Beginner ,
Jul 02, 2013

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Thanks for the reply. Unfortuently none it still isn't fixed.

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Adobe Employee ,
Jul 02, 2013

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  • Try to delete AAMupdater folder from

         ~/Library/Application Support/Adobe/

If above doesn't worked then perform below steps

  • Rename the opm.db file under

        ~/Library/Application Support/Adobe/OOBE

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Explorer ,
Jul 29, 2013

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Sumit Singh, thanks for helpful solution. I deleted AAMupdater folder and restarted Creative Cloud. That fixed the issue.

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New Here ,
Aug 14, 2013

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Sumit Singh, I tried your first suggestion and it didn't make a difference. I then looked for the opm.db file but there isn't one in the folder you referred to, or on the computer at all (I searched for it in spotlight). What should I do? I'm still receiving the same "download error" message.

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Adobe Employee ,
Aug 14, 2013

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Please make you are looking the specific folder in current user library.

/Users/<username>/Library/Application Support/Adobe/OOBE/

Hope this helps.

Please let me know if you still have any problem.

Regards,

Sumit Singh

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Explorer ,
Aug 14, 2013

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Easy way to get where Sumit is discussing: From the Finder, hold down OPTION key and click Go at top of screen, you will see Library (only if holding down OPTION key). Then you can go to Application Support/Adobe/OOBE/. I found the opm.db file there. Although, fortunately for me, the first fix worked. Hope you get this solved

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Adobe Employee ,
Aug 14, 2013

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Thanks Schonk72 for the initiative.

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New Here ,
Aug 14, 2013

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Thanks! I'm not having any trouble with the path, though. That db file doesn't exist anywhere on my computer. And, unfortunately, I think my system is arranged differently by our tech team, so the programs aren't installing correctly. My user doesn't have a library - just one for Macintosh HD and the system library. This is one of those times where I get to pass this back to IT and let them sort out their own problem. Thanks again for your help 🙂

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Explorer ,
Aug 14, 2013

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amwillis625, if I navigate the way Sumit described, I don't see that complete path or file, but if I go the route I discussed, I find it. My Spotlight does not reveal it either because it is hidden, unless you go the way I described. You may try it, especially if your IT dept is as unhelpful as mine is with MACS

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Explorer ,
Aug 14, 2013

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Plus, you may have been deleting the wrong AAM Updater folder, as the one I deleted is in the HIDDEN Library and not the one that is visible under users. You would get to this folder the same way I described above. That may be the reason it didn't work for you

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Adobe Employee ,
Aug 14, 2013

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@amwillis625, apart from the advise of schonk72 please refer the following link on Access hidden user library files.

http://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html

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New Here ,
Aug 14, 2013

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You're a lifesaver. Thank you! I found both things, deleted them and reinstalled Creative Cloud. It's working 🙂 and I'm a happy designer.

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Participant ,
Jan 30, 2014

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Hi Having  Same issues out of the blue

My OOBE Directory  has nothing in it  just  an alias to the  Adobe Application Manager which is in Applications /Utilities

Interestingly   both Libraries  Point to the same folder   In  Applications /Utilities, i also have Adobe Creative Cloud Directory  I wonder if the aliasis should be pointing at this folder  as the contents are very similar    both  have  pim.db   but neither have the opm.db

I have tried renaming the pim.db  to ##pim.db  but the message  said i need to reinstall  Adobe Application Manager

Is the file opm.db a hidden file  or

Thanks for any advice

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Explorer ,
Jan 30, 2014

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Graemezee1,

not sure if you saw the earlier comments in this thread, but several people seem to be confused by the path to take care of this. Most are going to the visible directory and not the hidden. The ~ indicates Hidden directory. To get to this, go to Finder, while holding down option key select Go menu at top and you should seee Library as an option on pull down menu (you won't see this if you don't hold down option key). This gets you to the hidden Library directory and you can try one or both of the things below:

Quit Creative Cloud ( on PCs, launch the Task Manager and STOP Creative Cloud.exe ), then:

  • Try to delete AAMupdater folder from

         ~/Library/Application Support/Adobe/

     If above doesn't worked then perform below step:

  • Delete the opm.db file under

        ~/Library/Application Support/Adobe/OOBE

Relaunch Creative Cloud.

Hope this helps.

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Participant ,
Jan 30, 2014

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Thanks The Information was correct  the fix worked  I had  installed a new SSD which ment  my home folder  was on a different disc to  my system folder   Getting the the  Correct Location is problematic as The traditional roots to expose the Home library folder  will often suggest the file is not found.  In my hase to find the location manually i had been going to my old root library folder  folder on the disc  which hosts my  home folder

Silly mistake to make  It is an intermim set up trialing  how to  use the new mac pro with the smaller SSD   and  external  storage

Have found it would make sence to keep the  structure of the home folder intact  on the boot disc and  use  simlinks  to  position  the heftier elements of my home folder externally and  not to relocate the whole home folder

This way my sytem and i will not get confused.

Thanks Again

Graeme

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New Here ,
Apr 07, 2014

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Yes! I have been trying to solve this problem for months!!! I had all but given up. Thanks so much. You have really resolved a major headache for me. It's totally working for me now.

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Community Beginner ,
Apr 09, 2014

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Thanks so much for posting this fix. It worked for me!

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Community Beginner ,
May 27, 2014

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Had the same problem on Retina Mac Book OS X Mavericks - deleting the folder then closing CC and restarting worked. Then the update of cc started and the Apps folder worked again.

  • Try to delete AAMupdater folder from

         ~/Library/Application Support/Adobe/

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New Here ,
Sep 06, 2014

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Hey there,

I deleted the AAMupdater folder, that didnt work.

Do I delete the AAMUpdater Inventory folder as well? It has a lot of things inside it:

<Screen Shot 2014-09-06 at 9.40.05 AM.png>

OR, how do I rename the opm.db file under

Library/Application Support/Adboe/OOBE?

I dont see a file inside there by that name?

Do I just rename the OOBE folder?

I dont completely understand what this is asking me to do.

<Screen Shot 2014-09-06 at 9.38.39 AM.png>

Thanks!

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Explorer ,
Sep 08, 2014

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rd,

not sure if you saw this earlier on, but may help you, as it's helped several people:

Most are going to the visible directory and not the hidden. The ~ indicates Hidden directory. To get to this, go to Finder, while holding down option key select Go menu at top and you should see Library as an option on pull down menu (you won't see this if you don't hold down option key). This gets you to the hidden Library directory and you can try one or both of the things below:

Quit Creative Cloud ( on PCs, launch the Task Manager and STOP Creative Cloud.exe ), then:

  • Try to delete AAMupdater folder from

         ~/Library/Application Support/Adobe/      


If above doesn't work, then perform below step:

  • DELETE the opm.db file from (again this is in HIDDEN directory, same steps as above to navigate):

        ~/Library/Application Support/Adobe/OOBE

Relaunch Creative Cloud.

thanks,

schonk72

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New Here ,
Sep 19, 2014

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I read what you all were saying but I don't understand:

  • Try to delete AAMupdater folder from

         ~/Library/Application Support/Adobe/

In my Library I don't have an Application Support folder.

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Adobe Employee ,
Sep 19, 2014

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Margotldn you can find details on how to archive the 1.0 folder within the AAMUpdater folder in the Mac OS section Updates repeatedly applied | CC.

In addition if you are facing download errors then please see Error downloading Creative Cloud applications - http://helpx.adobe.com/creative-cloud/kb/error-downloading-cc-apps.html which discusses how to resolve download errors.

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New Here ,
Sep 29, 2014

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Thank you for posting this. I finally have my creative cloud back!

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Explorer ,
Sep 29, 2014

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Sandybos, glad it worked for you. I appreciate feedback and if you are able to give me a good rating, that helps too

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Explorer ,
Sep 29, 2014

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margot, if you take a peek at my response to regulardesign (#50) right before your response, it may be helpful in solving your problem.

thanks, schonk72

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New Here ,
Nov 14, 2014

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Thanks! This helped me, I was looking at the wrong library.

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Adobe Employee ,
Jul 01, 2013

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This issue has been fixed in Creative Cloud version 1.0.0.183.

However, if you don't have updated then please quit creative cloud and relaunch it.

it will prompt an update for Cretaive Cloud.

Or you can follow the steps given in the following article.

http://helpx.adobe.com/creative-cloud/kb/unknown-server-error-launching-cc.html

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Community Beginner ,
Jul 02, 2013

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Thanks for the reply. Unfortuently none of these fixed it.

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New Here ,
Jun 03, 2014

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You are a lifesaver! Thank you! I've been so stressed about this!

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New Here ,
Dec 14, 2014

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Hi,

I had this problem in ACC version 1.8.1.451 too. Your solution worked very well. Thank you!

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Explorer ,
Sep 17, 2013

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Just FYI...for Windows users...just launch the Task Manager and STOP Creative Cloud.exe then relaunch Creative Cloud...you should be good to go...

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New Here ,
Nov 16, 2013

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Hi, folks.  None of these solutions work for me.  I just downloaded Creative Cloud v 1.2.1.260 today in order to test Photoshop.  As soon as I click on "apps", I get the screen from the original post.  I've tried all of the fixes in this tread to-date...no dice.  The AAMupdate and OOBE folders are properly created when the program relaunches, but I still get the "Download Error" (even though I'm not trying to download anything).

Any other thoughts???

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Explorer ,
Jan 30, 2014

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Are you using a trial version or full version of Creative Cloud? You mentioned folders being restored, but in the 2 things to delete, first is folder, second is a file only, not folder. Can you list exact steps you took, so we can get a better idea of where the issue might be. Also, you said you're on version 1.2.1.260 (currently I'm on v 1.3.0.322, so updating CC may help as well, considering they are making fixes to known issues).

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Contributor ,
Nov 17, 2013

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Getting same error for past few days now, any solution?

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Community Beginner ,
Nov 19, 2013

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Still no solution that has worked for me other than downloading applications on another login. It's a pain but they still work on my login.

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New Here ,
Dec 11, 2013

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We had the Download Error issue quite persistently at our office. Deleting the OOBE directory did not work nor did re-installing the CC Desktop. However, having done those, it was booting the Mac that finally cleared the connection problem.

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New Here ,
Dec 11, 2013

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Mikael... Thanks for the update.  I'm not sure that I follow the details, though.  Was rebooting alone enough?  Did you have to delete the directories AND reboot?  (Or reboot and reinstall?)  If so, what was the ordering?

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Explorer ,
Jan 30, 2014

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ofer4,

see my response to Graemezee1 and it may help.

schonk72 wrote:

Graemezee1,

not sure if you saw the earlier comments in this thread, but several people seem to be confused by the path to take care of this. Most are going to the visible directory and not the hidden. The ~ indicates Hidden directory. To get to this, go to Finder, while holding down option key select Go menu at top and you should seee Library as an option on pull down menu (you won't see this if you don't hold down option key). This gets you to the hidden Library directory and you can try one or both of the things below:

Quit Creative Cloud ( on PCs, launch the Task Manager and STOP Creative Cloud.exe ), then:

  • Try to delete AAMupdater folder from

         ~/Library/Application Support/Adobe/       If above doesn't worked then perform below step:

  • Delete the opm.db file under

        ~/Library/Application Support/Adobe/OOBE

Relaunch Creative Cloud.

Hope this helps.

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