Download of CC stuck on 21.5%

[PaddyBev1]

Trying to download creative cloud and indesign to my Mac but the installer gets stuck at 21.5% for CC and 9.1% for Indesign. I had them both on my laptop before but I have since deleted them and I'm trying to re-intall but it is not working, please help someone?! 

[Jeff A Wright]

PaddyBev1, do you ever seen any errors while trying to install the CC applications?  If not, then please check the install log for the error that is preventing the installations from completing.  You can find information on how to locate and interpret the installation log at https://helpx.adobe.com/creative-cloud/kb/troubleshoot-download-install-logs.html.

[skiwithpete]

Same problem for me. I don't know where to find install logs. I had CS6, but after upgrade to Catalina, I need to upgrade.

[budgemook1]

Fixed it for me too.  Catalina user trying to re-install.

[Mamo88__]

Same Issue for me. I tried so many times to reperform the installation but I experienced always the same issue.

[Jeff A Wright · Accepted solution]

Skiwithpete and Mamo88_, I am sorry but being stuck at a particular percentage does not provide any guidance as to the error that is preventing the installation.  Did you locate any errors in the install log?  If not, or you do not wish to manually review the log, then please contact our support team at https://helpx.adobe.com/contact.html for direct assistance.  

You are currently posting in public discussion forum, so you will need to implement the suggestions in the discussion if you wish to make progress with resolving the error.

[AndiA]

Jeff_A_Wright - I followed you steps as I am having the same issue as those above with a 21.5% stuck install. When I trace the error logs I find this:

10/21/19 12:00:02:763 | [TRACE] | | SMJobBlessHelper | SMJobBlessHelper | | | | 1157626 | 0 | Inside ProcessLauncher::executeAction | Return status of LaunchProcess 1 with errorCode 0l & returnCode 0l

that leads me to this solution:

"How to fix the "Creative Cloud desktop app failed to install" error
Try the following solutions in order. Stop once you're able to successfully install the Creative Cloud desktop app.

Uninstall the Creative Cloud desktop app, and then reinstall it.
Run the Adobe Creative Cloud Cleaner Tool.
Reinstall Creative Cloud desktop app using an administrator account."

Can I just delete the Creative Cloud installer from my Mac? I don't seem to have Adobe Creative Cloud Cleaner Tool - so I'm not sure how to address this issue, please advise

[Jeff A Wright]

Andia, I appreciate the update, but I am unsure which log you are reviewing.  Please see https://helpx.adobe.com/creative-cloud/kb/troubleshoot-download-install-logs.html for information on how you can discover the error that is preventing installation.

I will look forward to your update on this public forum discussion.

[AndiA]

Hi Jeff,

I eventually solved this through support who had to remote into my machine and solve it - not sure what the issue was, it took 3 successive downloads and installs before it installed properly, but it is working now. Thanks for coming back to me

[Jeff A Wright]

Ok, thanks for the update, Andia, I am happy to hear our support team resolved the error!

[maximip1]

Im having this same issue.... it gives no error message or code, just gets fully stuck on 21.5% 

[Jeff A Wright]

I am sorry to hear that, Maximip1, please contact our support team at https://helpx.adobe.com/contact.html for direct assistance with locating and resolving the error.

[AndiA]

Hi Maximip1,

I concur with Jeff_A_Wright - support is the best solution, I spent ages trawling forums without finding a solution. support was really excellent and resolved the issue.

[fishbacp]

I called support last week, but unfortunately they could not remote into my machine because I'm running Catalina. 😞

[weberingold]

Well, a lot of people upgrading to Catalina seem to get stuck at 21.5% – me too!

So maybe in this case the particular percentatge does indeed provide any guidance.

I know Apple messed up a lot of things with Catalina and it may be not Adobe's fault entirely, but clearly you can't install under the current macOS – at least not if there was a previous version of CC installed.

[origiful]

Yeah, also getting stuck at exactly 21.5% every time despite removing the older version and attempting alternate download links.

[T:anssi]

Thanks. After 10 hours work Catalina ecxcepted CC.

[blindviz · Accepted solution]

I used the CC Cleaner Tool below and it worked for me.

https://helpx.adobe.com/ie/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

[Imranma]

I had the same problem on macbook pro thanks for this link very useful 👍🏻

[jeffryw]

This worked for me as well.  Thank you blindviz

[Prof T]

This solution worked for me. (Also stuck around 21.5% on a Catalina MBP.)

[pnch.]

You're the man !! this helpful

[id70110]

Thank you! I solved the problem perfectly in this solution. (I also use Catalina.)

[tarellb17178411]

This should be the correct answer. I just ran the Cleaner tool (didn't bother doing the extra terminal options) & it worked straight away. Thank you!

[martindyrlov]

Thank you so much, cleaner tool worked for me...jezus Catalina does gives problems