Highlighted

Download of CC stuck on 21.5%

New Here ,
Oct 14, 2019

Copy link to clipboard

Copied

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?! 

TOPICS
Creative Cloud

Views

29.5K

Likes

Translate

Translate

Report

Report
This conversation has been locked.

Download of CC stuck on 21.5%

New Here ,
Oct 14, 2019

Copy link to clipboard

Copied

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?! 

TOPICS
Creative Cloud

Views

29.5K

Likes

Translate

Translate

Report

Report
Oct 14, 2019 6
Adobe Employee ,
Oct 14, 2019

Copy link to clipboard

Copied

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.

Likes

Translate

Translate

Report

Report
Oct 14, 2019 2
New Here ,
Oct 14, 2019

Copy link to clipboard

Copied

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.

Likes

Translate

Translate

Report

Report
Oct 14, 2019 2
New Here ,
Nov 26, 2019

Copy link to clipboard

Copied

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

Likes

Translate

Translate

Report

Report
Nov 26, 2019 0
New Here ,
Oct 15, 2019

Copy link to clipboard

Copied

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

Likes

Translate

Translate

Report

Report
Oct 15, 2019 1
Adobe Employee ,
Oct 15, 2019

Copy link to clipboard

Copied

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.

Likes

Translate

Translate

Report

Report
Oct 15, 2019 1
Community Beginner ,
Oct 21, 2019

Copy link to clipboard

Copied

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

 

Likes

Translate

Translate

Report

Report
Oct 21, 2019 0
Adobe Employee ,
Oct 21, 2019

Copy link to clipboard

Copied

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.

Likes

Translate

Translate

Report

Report
Oct 21, 2019 0
Community Beginner ,
Oct 21, 2019

Copy link to clipboard

Copied

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

 

Likes

Translate

Translate

Report

Report
Oct 21, 2019 0
Adobe Employee ,
Oct 21, 2019

Copy link to clipboard

Copied

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

Likes

Translate

Translate

Report

Report
Oct 21, 2019 0
New Here ,
Oct 30, 2019

Copy link to clipboard

Copied

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

Likes

Translate

Translate

Report

Report
Oct 30, 2019 1
Adobe Employee ,
Oct 30, 2019

Copy link to clipboard

Copied

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.

Likes

Translate

Translate

Report

Report
Oct 30, 2019 0
Community Beginner ,
Oct 30, 2019

Copy link to clipboard

Copied

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.

Likes

Translate

Translate

Report

Report
Oct 30, 2019 1
New Here ,
Nov 06, 2019

Copy link to clipboard

Copied

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

Likes

Translate

Translate

Report

Report
Nov 06, 2019 0
New Here ,
Nov 14, 2019

Copy link to clipboard

Copied

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.

Likes

Translate

Translate

Report

Report
Nov 14, 2019 2
New Here ,
Nov 18, 2019

Copy link to clipboard

Copied

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

Likes

Translate

Translate

Report

Report
Nov 18, 2019 1
Community Beginner ,
Dec 31, 2019

Copy link to clipboard

Copied

Thanks. After 10 hours work Catalina ecxcepted CC.

Likes

Translate

Translate

Report

Report
Dec 31, 2019 0
New Here ,
Nov 01, 2019

Copy link to clipboard

Copied

Likes

Translate

Translate

Report

Report
Nov 01, 2019 17
Explorer ,
Nov 03, 2019

Copy link to clipboard

Copied

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

Likes

Translate

Translate

Report

Report
Nov 03, 2019 1
New Here ,
Nov 09, 2019

Copy link to clipboard

Copied

This worked for me as well.  Thank you blindviz

Likes

Translate

Translate

Report

Report
Nov 09, 2019 0
New Here ,
Nov 10, 2019

Copy link to clipboard

Copied

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

Likes

Translate

Translate

Report

Report
Nov 10, 2019 0
New Here ,
Nov 17, 2019

Copy link to clipboard

Copied

You're the man !! this helpful

Likes

Translate

Translate

Report

Report
Nov 17, 2019 0
New Here ,
Nov 18, 2019

Copy link to clipboard

Copied

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

Likes

Translate

Translate

Report

Report
Nov 18, 2019 0
Community Beginner ,
Nov 19, 2019

Copy link to clipboard

Copied

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!

Likes

Translate

Translate

Report

Report
Nov 19, 2019 0
New Here ,
Nov 25, 2019

Copy link to clipboard

Copied

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

Likes

Translate

Translate

Report

Report
Nov 25, 2019 0
New Here ,
Nov 25, 2019

Copy link to clipboard

Copied

This worked for me too! Thank you for sharing!

Likes

Translate

Translate

Report

Report
Nov 25, 2019 0
New Here ,
Dec 01, 2019

Copy link to clipboard

Copied

Thanks so much. It worked!!

Likes

Translate

Translate

Report

Report
Dec 01, 2019 0
New Here ,
Dec 08, 2019

Copy link to clipboard

Copied

Worked for me too. Odd a user found this and shared it with the comunnity before an Adobe support rep, but I guess this forum worked regardless. THANKS blindviz!!

Likes

Translate

Translate

Report

Report
Dec 08, 2019 0
New Here ,
Dec 11, 2019

Copy link to clipboard

Copied

Yes, it seems this is the fix for Catalina Mac OS when you are stuck at 21.5% of CC install.

Likes

Translate

Translate

Report

Report
Dec 11, 2019 0
New Here ,
Dec 23, 2019

Copy link to clipboard

Copied

Thanks, this worked! Shame on Adobe for leaving it to punters to point us to this simple fix

Likes

Translate

Translate

Report

Report
Dec 23, 2019 0
New Here ,
Dec 24, 2019

Copy link to clipboard

Copied

This should be marked as correct answer.  Worked for me and seems to work for many 🙂

Likes

Translate

Translate

Report

Report
Dec 24, 2019 0
Community Beginner ,
Nov 04, 2019

Copy link to clipboard

Copied

Had this issue, tried everything that forums suggested (including CC cleaner tool) and nothing worked. Ended up talking to an Adobe person and realised you can just download the entire setup files directly from the website. This will work perfectly!

CC Desktop App: https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html#Problemsinstall...

All programs: https://helpx.adobe.com/download-install/kb/creative-cloud-apps-download.html

Likes

Translate

Translate

Report

Report
Nov 04, 2019 5
New Here ,
Nov 05, 2019

Copy link to clipboard

Copied

Thank you for this. It solved my problem. I can finally get back to work! 

Likes

Translate

Translate

Report

Report
Nov 05, 2019 1
New Here ,
Dec 14, 2019

Copy link to clipboard

Copied

Well. This didn't work for me. Now stuck at 5%, not even 21.5%. 😞

Likes

Translate

Translate

Report

Report
Dec 14, 2019 0
New Here ,
Jan 04, 2020

Copy link to clipboard

Copied

Did you get an answer for this? I'm having the same problem...stuck at 5% after running the cleaner...

Likes

Translate

Translate

Report

Report
Jan 04, 2020 0
New Here ,
Dec 24, 2019

Copy link to clipboard

Copied

I am also stuck at 5% now, before it was 21%.

 

Please fix this problem now. 

Likes

Translate

Translate

Report

Report
Dec 24, 2019 0
New Here ,
Jan 04, 2020

Copy link to clipboard

Copied

Did you figure this out? I'm having the same problem...stuck at 5% after running the cleaner...

Likes

Translate

Translate

Report

Report
Jan 04, 2020 0
New Here ,
Dec 29, 2019

Copy link to clipboard

Copied

This worked for my mac. Thank you!

Likes

Translate

Translate

Report

Report
Dec 29, 2019 0
New Here ,
Feb 23, 2020

Copy link to clipboard

Copied

Perfect thank you this worked for me! I think its important to use the clean up tool and empty the bin first though.  

Likes

Translate

Translate

Report

Report
Feb 23, 2020 1