Installation fails for Photoshop CC and Bridge CC

[hameedb14659784]

I cannot get both Photoshop CC and Bridge CC to update to the latest versions using the Creative Cloud application to update them.

The install starts, gets to about 5% (for the the first app).  It then fails and keeps saying to Retry the Installation.  I've tried to retry the installation multiple times, but its the same message I keep getting.

I rebooted my PC and now the notification in Creative Cloud to update the apps is not showing anymore.  Its showing that nothing needs to be updated.  However I know both apps have not been updated as Photoshop CC is still version 19.1.6 20180808.r.398 2018/08/08: 1185588  x64 and Bridge CC is still version 8.1.0.383 x64.

I'm running these apps on Windows 10 Enterprise.  x64-based processor.

How can I resolve this and get both updates installed asap?

[Bani Verma]

Hi Hameedb14659784,

Sorry to hear that you are having trouble installing the latest version of CC apps. Could you please share the install logs with us so that we can analyze them and check what causing this, to do this please follow the steps given here: Log Collector Tool.

Awaiting your response.

[Jeff A Wright]

Hameedb14659784, did you receive any error messages while attempting to update Photoshop and Bridge CC on Windows 10?  Please check the install logs to determine the exact errors that caused the updates to fail.  Information on how to locate the install log can be found at Creative Cloud download and install errors .

Hameedb14659784, can you also confirm that you are using the process in  https://helpx.adobe.com/creative-cloud/help/update-app.html to update Photoshop and Bridge CC?

[hameedb14659784]

Yes, I'm following the instructions as noted in the link above.  Now I've attempted to re-install everything again after un-installing the apps and Photoshop CC v19 is still the only version that has been installed.  Creative Cloud still shows there is no new update for either Bridge or Photoshop.

Here is the log file:

The following file has been uploaded on Adobe LogCollector Portal:

File: AdobeLogs_20181017_034949_1e0e63d0-c4de-4b90-beb9-a1e6b02dd7ef-win.zip

[Bani Verma]

Thank you for sharing the logs Hameedb14659784, I'll review them and get back to you.

Meanwhile, could you please share the build version of Win 10? It should be Windows 10* (Version 1709 or later).

[hameedb14659784]

Its Windows 10 version 1607

[Bani Verma]

Thanks for sharing the update, this could be the issue as CC 2019 apps need a minimum of Windows 10 1709 or later. Please update your Windows to the latest version to resolve this issue.

[hameedb14659784]

I cannot update to the latest version as its a work pc, not my personal computer.

I just need to get Bridge and Camera Raw installed and working again as before. I will deal with the upgrade later. 

[Bani Verma]

Could you please let us know if you are getting any errors while trying to install BR CC and Camera Raw?

[hameedb14659784]

No errors show when trying to reinstall Bridge and ACR

On Wed., Oct. 17, 2018, 6:55 p.m. Bani Verma, <forums_noreply@adobe.com>

[Bani Verma]

Can you share a screenshot with us, it will help me understand what exactly is happening, see: FAQ: How do I capture and post a screen shot or video?

[hameedb14659784]

See attached screenshots.

[Bani Verma]

Are you able to launch and use Bridge CC?

[hameedb14659784]

No, Bridge does not launch and it doesn't even show in the Control Panel as being installed.  I don't understand how Creative Cloud thinks it is. 

[Bani Verma]

Ok, thanks for the update. From your description, it seems that the Creative Cloud desktop app is not working properly.

Please follow the steps given under 'Solution 3' of the following help document to resolve the issue with the desktop app: "Failed to install" error received when installing Adobe Creative Cloud desktop app"

After this use the direct download links given in the following help document to install the CC desktop app again: Download Creative Cloud desktop app.

Let us know if this helps.

[hameedb14659784 · Accepted solution]

I just noticed that there is an option in Creative Cloud to uninstall Bridge.  So I went ahead and did that and then tried the re-install and this time it got installed.  Camera Raw also started working on its own now.

So the issue is resolved now other than the fact that Adobe is forcing me to update my build version of Windows to get the latest version of Photoshop.  This is a very strange thing to do and I don't understand why Adobe is forcing everyone to update to the latest build of Windows (we're not even talking about the version of Windows itself, just the build number).

Very frustrating that I can't use the latest version of Photoshop that I'm paying a monthly fee for, unless I go to the latest build version of Windows.

[Bani Verma]

Glad to hear that the issue is resolved for you. And I am really sorry for the frustrating experience, I have taken your feedback and shared it with the concerned department.

[hameedb14659784]

Now even Bridge won't install at all.  Photoshop got installed (Version 19), however Bridge or Camera Raw won't install.  This is so annoying and frustrating.  I need the software for my job and now I can't do my job.

How can expedite this issue?

[Bani Verma]

Photoshop version 19 is the last version of Photoshop CC, the latest Photoshop CC 2019 is version 20.

Please upgrade your O.S. to Windows 10 Creators update (version 1703) or later. To know more please refer to OS support for CC 2019 apps.